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End-to-end Digital Customer Experience

In today's digital economy, customer centricity demands an End-to- End Digital Customer Experience! In this interactive info-graphic video you will see a step by step approach for how a fictional, Greenwheels, uses IBM Software to deliver new ways to engage customers for a lifetime of value using: Cloud, Mobile, Analytics, Social, and Internet of Things.

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End-to-end Digital Customer Experience

  1. 1. After placing the order, she’s offered a mobile app, which she downloads as an avid smart phone user. With this app, she starts investigating Greenwheels communities looking for her first group ride when her bike arrives. 6 Omni-channel and Mobile delivery powered by IBM Digital Experience Learn how the fictional company, Greenwheels, uses IBM® Software to deliver new ways to engage customers for a lifetime of value. End-to-end digital customer experience © Copyright IBM Corporation 2015. IBM, the IBM logo, are trademarks of IBM Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. Sources: 1 blog.hubspot.com/blog/tabid/6307/bid/30239/71-More-Likely-to-Purchase-Based-on-Social-Media-Referrals-Infographic.aspx 2 forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg 3 Baymard Study http://baymard.com/lists/cart-abandonment-rate 4 Source: Economist Intelligence Unit Survey 5 millwardbrown.com/global-navigation/insights/articles-and-reports/digital-predictions/2015/2015-digital-and-media-predictions#prediction-8 6 strategyanalytics.com/default.aspx?mod=pressreleaseviewera0=5609) For more information about these and other software solutions from IBM, see: IBM Digital Experience: http://www-03.ibm.com/software/products/en/category/digital-experience IBM ExperienceOne http://www-03.ibm.com/software/products/en/category/commerce IBM Smarter Process: http://www-03.ibm.com/software/products/en/category/bpm-software Follow Katie as she moves from interested shopper to passionate brand ambassador. Her attention momentarily drawn away, Katie returns to find an offer that encourages her to act fast. 4 Intrigued, she follows the link to the Greenwheels site where she experiences a clean design with related and compelling content and offers. 2 According to a CEI Survey, 86% of buyers will pay more for a better customer experience2 After she adds the bike to the cart, she now considers related partner products and services extending her personalized experience with value-add offers. Katie selects the tire monitor sensor. 5 95% of C-Level executives expect their company to be using the Internet of Things (IoT) in 3 years time.4 The average documented shopping cart abandonment rate is almost 68 percent3 Katie, a cycling enthusiast during her college days, is drawn to a social networking of a friend’s new bike. 1 Consumers are 71% more likely to make a purchase based on social media referrals1 33 Billion Internet devices by 2020: Four connected devices for every person in the world6 Now that she has received her bike, equipped with sensors, she tracks performance and bike condition. She also receives geo-location based offers while on rides all through her smart phone Greenwheels app. 7 Social Engagement and Personalized Content powered by IBM Digital Experience and IBM Commerce In 2015, giving the customer what they want at the right place and the right time will differentiate brands that seek to build personal relevance and meaning with their consumers.5 What a great experience, so much more than a simple purchase—of course she has to share her successful ride and discounted lunch with her social networks. Only IBM offers full spectrum of customer engagement capabilities to create an enduring relationships and brand advocacy. 8 In-context Offers powered by analytics and engagement of IBM Digital Experience and IBM Commerce API Management powered by IBM Cloud Integration Solutions Katie checks out the recommendations, sees something that suits her price point more. 3 greenwheels Seamless Integration of Internet of Things, Social and Mobile powered by IBM Software