ibm customer engagement solutions 2015 what's new

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IBM Customer Engagement Solutions

IBM Amplify News Highlights

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IBM Commerce


3IBM Customer Engagement Solutions

Making omni-channel customer experiences easier

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Design: A new way to work1

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Analytics: Analytics for impact

Agility: Freedom to innovate3

IBM is collaborating with customers and business partners to design a new way to work

Part of the overall investment and

application of IBM Design thinking

Targeting improvements in customer

engagement efficiency and effectiveness

Ongoing, iterative design process with

IBM clients and partners


Clients and Business Partners

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• Assemble and manage creative and offers

• Understand use/reuse of creative and offers

• Ability to test (A/B or MVT)

Flip the equation: from tactical Plan and Build to strategic Understand your customers and Design better experiences


• Sequence multiple interactions within an

Experience Map• Specify channels, creative,

and offers for each interaction

• Align Goals to market segments• Set Objectives for each interaction• Allocate budget & expense to achieve

Objectives & Goals

• Identify Preferences

• Understand Customer Journeys

• Define Market Segments

• Collect data and behaviors for reporting within Optimize & Understand

• Enhance the context for the next engagement

• Develop views, reports, and executive

dashboards• Financial impact of Plans,

Goals, and Objectives

TomVP Marketing

Making this shift requires providing transparency, collaboration and agility - whether you have 5 or 50 people


Ann Customer Experience Designer

Carlos Creative Manager

Anthony Customer Data Analyst

Patty Marketing Operations Planner

EvanChannel Owner

Edward Performance Analyst

IBM Marketing Cloud innovations help marketers change the way they engage


New Journey Analytics and Design offerings

Expanded IBM Marketing Cloud integrated solution

Expanded Ecosystem enabled by click and connect integration

IBM Journey Analytics is the first offering to automatically visualize and quantify the actual holistic journeys of customers

• Visualize and quantify the holistic customer journey

• Uncover the combination of online and offline channels that best achieves goals

• Understand customer journeys in aggregate or individually

• Drag and drop journeys into IBM Journey Designer or other customer engagement applications to take immediate action

IBM Customer Engagement Solutions 9

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IBM Journey Designer empowers marketers to collaborate, design and continually improve customer experiences and results

• Collaboratively design customer experiences across any channel

• Align experiences, goals and costs for each strategic segment

• Iterate using real-time design and workflow capabilities

• Seamless integrate the full marketing ecosystem across online and offline

• Provide a blueprint to drive coordinated execution and performance


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Click-and-connect integration of applications and customer data sources provides more control and increased agility


• Unique model for connecting customer events, behaviors and profiles across your martech ecosystem

• Publisher-subscriber model is easy for partners to join and participate in

• Graphical UI makes it easy for marketers to quickly adopt new customer engagement solutions

IBM Customer Experience Analytics provides seamless analytics


Web analytics capabilities

Customer behavior analytics capabilities

Journey analytics capabilities

Only IBM offers a single interface in which analysts can seamlessly pivot between views that answer what is happening, why it’s happening and determine impact.

Seamless analytics

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Technology partnership to connect the reach of Facebook with IBM Marketing and Customer

Analytics solutions

Partnership for Facebook to join innovative new IBM Commerce THINKLab


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Connecting the reach of Facebook with the power of IBM Marketing and Customer Analytics solutions

Design journeys that include Facebook interactions with IBM Journey Designer


Provide audiences for targeting and look-alike modeling to Facebook

Analyze journeys that include Facebook interactions with IBM Journey Analytics

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Customer data exchange technology

Silverpop Engage

Digital Analytics

Digital Recommendations

Digital Data Exchange

Journey Designer

Tealeaf Behavior SaaS

Mobile Customer Engagement

Journey Analytics

IBM Marketing Cloud expands, integrating new and existing capabilities


Partner capabilitiesBudgeting and planning

Existing cloud solutions New innovations

Customer Experience Analytics

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IBM Marketing SoftwareIBM Marketing Cloud

Omni-Channel Marketing

Digital Marketing

Lead Nurturing

IBM Marketing Solutions


Journey Design

Customer Experience Analytics

Real-Time Personalization


Data Exchange

IBM Marketing Solutions

IBM Journey Designer Overview

Jump start your design using successful journeys revealed by IBM Journey Analytics


Collaboratively whiteboard the customer journey in real-time

Journey Designer enables marketing teams to

• Intentionally design unified and personalized customer experiences

• Link market segments to business goals across any channel and touch point

• Leading to higher revenue, ROI and customer engagement


Work more efficiently with embedded collaboration and workflow capabilities


Set and track objectives


IBM Marketing Solutions make it easier to design meaningful customer experiences across applications, devices and time, accelerating today’s results and tomorrow’s ambitions.

Learn more at ibm.com/marketing