Embed Size (px)
Citation preview
IBM Customer Analytics
in a C2B world
© 2015 IBM 2
eCommerce is changing the way the world does business
Customers expect what they want, how they want it, and when they want it
Market leaders act quickly on insights gleaned from data
Businesses must know their customers, embrace intimacy and build relationships
© 2015 IBM 3
By 2016, customer experience will be the primary differentiator
of companies say
they offer a superior
online experience
of customers who
left a company that
“failed them” blamed
their exits on bad
online experience
Source: Gartner, Customer Experience Emerges as the Marketers’ Next Battlefield;
eConsultancy: The Consumer Conversation
The gap is characterized
by a lack of customer
understanding
Analytical tools are fragmented
Linking interactions across channels is challenging
Organizations are siloed
© 2015 IBM 4
A new way to
understand your customers
See experiences through your customers’ eyes
Understand customer journeys across channels
Easily uncover what is happening and why
© 2015 IBM 5
See experiences through your customers’ eyes
Automatically detect why customers succeed or fail
Replay customers’ actual web and mobile behavior
Quantify impact and take action
Identify trends with key customer segments
© 2015 IBM 6
Visualize customer journeys
Track and measure actual customer journeys across channels
Pinpoint how activities in one channel impact conversion in another
Replicate successful paths
© 2015 IBM 7
A single place to answer what is happening and why
Link quantitative and qualitative understanding
Pivot between individual and segment views
Understand activity across channels
© 2015 IBM 8
9
Gaining visibility across the customer engagement ecosystem
Open exchange of customer data exchange
Unified access to data for complete understanding
Click and connect to validated applications
Virgin Atlantic Virgin Atlantic is gaining insights into customer click-throughs, enabling them to optimize their site with
the help of IBM Customer Analytics.
10%
7% Increase in number
of visitors searching
for flights
Increase in
average booking
value
Improved ability
to detect and
correct issues
© 2015 IBM 10
Motorcycle Superstore Motorcycle Superstore’s mobile conversion rates are boosted due to increased customers engaging with
mobile devices using IBM Customer Analytics
10% Increase in mobile
conversion rates
by decreasing cart
abandonments 232% ROI by delivering
seamless mobile
journeys
© 2015 IBM 11
UniCredit S.p.A. UniCredit S.p.A. is improving online service and sales. The bank sought a way to proactively diagnose
and address site problems impacting customer experience with IBM Customer Analytics.
30% Boost in conversion
for its online loan
application 5% Increased in
online sales
© 2015 IBM 12
© 2015 IBM 13
CUSTOMER EXPERIENCE ANALYTICS PLATFORM
Digital Analytics
Customer Behavior
Analytics
(Tealeaf)
Journey Analytics
Why choose IBM for Customer Analytics?
© 2015 IBM 14
PIO
NE
ER
ING
, LE
AD
ING
, UN
IQU
E
Innovation
SO
LU
TIO
NS
, PR
OD
UC
TS
, PA
RT
NE
RS
SIM
PL
E, M
AT
UR
ING
, SO
PH
IST
ICA
TE
D Solution Breadth
Integration
Join the
conversation
Blog, YouTube, LinkedIn
Twitter and Facebook
The Future of Customer
Analytics is Now
ibm.com/customer-analytics | @IBMEngage
Optional additional reference
slides can be found here
American Eagle American Eagle is using IBM Customer Analytics to gain deeper insight into customers’ online
behaviors, and each interaction customers had with the company site and mobile applications
20% Increase in mobile traffic
by rapidly identifying
experience issues
© 2015 IBM
Improved customer
satisfaction by correcting
account-reset errors and
faulty discount codes
© 2015 IBM
FreshDirect FreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are
personalized with the best offers based on customer insights.
40% Lift in order rates
with new
customers 10X Increase in transaction rates
from cart abandonment
communications
Travelocity Travelocity is using IBM Customer Analytics to improve customer experience by addressing hidden
problems immediately and strengthening site design.
1M Revenue recaptured
by facilitating online
bookings 3 Months to achieve ROI by reducing
problem identification and
resolution time from weeks to hours
© 2015 IBM 20
Octagon Insurance Removes the obstacles that were prevent customers from converting during the online application process --
all powered by IBM Customer Analytics solutions.
22%
40%
Increase in
conversion rates
Reduction in
validation errors 330%
Overall ROI
© 2015 IBM 21
Dollar Bank Dollar Bank is using IBM Customer Analytics to provide a high level of service to their customers by
having rapid resolution of sticking points in the customer journey.
25S Reduction in
average contact
call center times 30% Fewer call escalations,
increasing customer
satisfaction
