mobile customer engagement
TRANSCRIPT
![Page 1: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/1.jpg)
IBM Customer Engagement Solutions
Mobile Customer Engagement
![Page 2: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/2.jpg)
Your customer is always mobile.
IBM Customer Engagement Solutions / Mobile Engagement
© 2015 International Business Machines Corporation 2
![Page 3: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/3.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
31 2Think “mobile” at everytouch point
Engage with customersin context
Learn fromyour customers
Discover newentry points
4
© 2015 International Business Machines Corporation 3
![Page 4: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/4.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
Pickupand Shipping
In-StoreMessaging
Notifications LoyaltyPrograms
Sales andPromotions
© 2015 International Business Machines Corporation 4
![Page 5: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/5.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
© 2015 International Business Machines Corporation 5
Mobile leaders have up to a 6x advantage over late adopters:
63% 59% 58%
have accelerated innovationof products and services
have improvedcustomer experience
have sharpened insightsand decision making
Source: Moving from the Back Office to the Frontline – CIO and CMO Perspective”, IBV, 2013
![Page 6: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/6.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
6
20Xmore downloads than expected in the first month after launching a mobile app
Finish Line achieved
© 2015 International Business Machines Corporation 6
![Page 7: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/7.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
A major bank in Mexico integratedanalytical insights to deliver highlytargeted offers and notifications directly to customers.
© 2015 International Business Machines Corporation 7
![Page 8: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/8.jpg)
IBM Customer Engagement Solutions / Mobile Engagement
A bank in Japan coordinatedcustomer insights from across differentchannels to create more personalizedand engaging experiences.
© 2015 International Business Machines Corporation 8
![Page 9: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/9.jpg)
© 2015 International Business Machines Corporation 9
IBM Customer Engagement Solutions / Mobile Engagement
A money transfer and micro-financeorganization in Africa used mobile todeliver critical new services to unbankedand underbanked populations.
© 2015 International Business Machines Corporation 9
![Page 10: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/10.jpg)
© 2015 International Business Machines Corporation 10
IBM Customer Engagement Solutions / Mobile Engagement
A large financial group in Singapore targeted credit-card customers with personalized SMS alerts, increasing satisfaction by 20%.
© 2015 International Business Machines Corporation 10
increase in satisfaction20%
![Page 11: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/11.jpg)
© 2015 International Business Machines Corporation 11
IBM Customer Engagement Solutions / Mobile Engagement
Financial Insurance ManagementCorporation simplified processesand increased customer retention with proactive renewal alerts deliveredto customers’ mobile devices.
© 2015 International Business Machines Corporation 11
![Page 12: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/12.jpg)
© 2015 International Business Machines Corporation 12
IBM Customer Engagement Solutions / Mobile Engagement
A major U.S. insurance companyused journey analytics to betterunderstand every customer, reducingcall time and abandonment whileimproving efficiency.
© 2015 International Business Machines Corporation 12
![Page 13: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/13.jpg)
© 2015 International Business Machines Corporation 1313
IBM Customer Engagement Solutions / Mobile Engagement
A U.S. hotel chain enhanced its mobileapp with real-time functionalityand location-based push notifications,increasing e-commerce revenueand customer satisfaction.
© 2015 International Business Machines Corporation
![Page 14: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/14.jpg)
© 2015 International Business Machines Corporation 1414
IBM Customer Engagement Solutions / Mobile Engagement
A Canadian airline created a seamlessexperience across customer self-service channels,processing transactions 80% more efficiently.
© 2015 International Business Machines Corporation
more efficiently processed transactions
80%
![Page 15: Mobile Customer Engagement](https://reader031.vdocuments.us/reader031/viewer/2022022413/58ecd0e31a28ab564e8b463f/html5/thumbnails/15.jpg)
We work with clients at every stage of the mobile transformation journey.
IBM Customer Engagement Solutions / Mobile Engagement
Mobile discoveryand purchase
Detailed segmentationand customer insights
Predictive analyticsand omni-channel insight
MaturingConfident &
gaining popularity Sophisticated
© 2015 International Business Machines Corporation 15