IBM's new software is set to revolutionise the way enterprises interact with consumers over the Web and through mobile devices.
The new IBM Customer Experience Suite features analytics, social software and commerce capabilities that have been designed to help organisations create dynamic and interactive Web experiences. Ultimately, this will aid better targeting of consumers and increase brand loyalty.
Growth in online transactions
IBM notes ABI Research that says eight out of 10 consumers shop online at least twice a week these days. Online transactions are continuing to grow at a rapid pace and ABI expects that by 2015, there will be 20 times more data and 40 times more mobile transactions than today.
In fact, by 2015, mobile online shopping is set to triple annually and rise to US$119 billion. The growth is overwhelming for many businesses that are challenged to search for ways to create a more simplified Web presence to keep pace with the present way of shopping.
To address this issue, IBM has introduced a new software portfolio that helps organisations develop a dynamic Web experience for consumers. The new IBM Customer Experience Suite is easy to navigate, is interactive, and can be personalised.
Highly customised interactions
IBM's latest offering enables organisations to easily attract and retain customers, personalise advertising and marketing, and enhance overall customer loyalty. The solution features analytics, social networking, Web content management, portal, mashups, and mobile capabilities.
Users of the IBM Customer Experience Suite will also be able to better understand and influence visitors, thanks to customised, engaging experiences through blogs, chat forums, videos, and mobile functionality.
Because the solution supports conversations with and between users through online communities, users can easily manage the creation and delivery of content through multiple channels.
"Collaboration and social software have the power to transform an organisation's Web presence, reinventing how they relate to their customers on the Web," said Joanne Quek, brand manager, Lotus, software group, IBM China/Hong Kong. "We are aligning the breadth of IBM capabilities to help our customers embrace the Web as their primary channel for customer engagement."