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IBM Puts Experience to Work with Launch of IBM ExperienceOne

Written By: Ted Rohm
Published On: May 22 2014

At this year’s IBM Smarter Commerce Global Summit in Tampa, Florida, IBM announced its integrated portfolio of offerings that bring together marketing, sales, and services practices—IBM ExperienceOne. IBM is unique in that the portfolio delivers a set of pre-defined engagement solutions that are delivered with IBM consulting services and powered by WebSphere Commerce, Customer Digital Experience, and Enterprise Marketing Management software. The offerings can be accessed in the cloud or installed on premises; a hybrid model is also available. IBM ExperienceOne is now available at www.ibm.com/ExperienceOne.

Over the last few years, IBM has been quietly amassing an extensive and deep portfolio of assets to help businesses compete in the digital frontier. Drawing on innovation from IBM research as well as more than $3 billion invested in organic development and acquisitions such as Sterling Commerce, Tealeaf, Coremetrics, Unica, DemandTec, Xtify, and most recently Silverpop, IBM ExperienceOne is delivered with market-leading consulting, agency, and system integration services from the IBM Interactive Experience practice. As a further show of IBM’s commitment, the company is investing $100 million (USD) to open 10 IBM Interactive Experience labs and add 1,000 employees.

New additions to what IBM terms “engagement solution sets” include: 1) Understand your customers; 2) Maximize sales, profit, and loyalty; and 3) Deliver empowering digital experience. The heart of the “understand your customers” solution is IBM’s digital, behavioral, social media, and predictive customer analytics offerings. The other two new solution sets offer similar end-to-end solutions.

“Smarter Commerce is about helping clients continuously reinvent themselves around the customer experience,” said Craig Hayman, General Manager, Industry Cloud Solutions, IBM. “IBM ExperienceOne provides a secure and simplified portfolio— including innovation from more than 1,200 partners—to help clients design and deliver more valuable customer engagements.”

IBM also introduced three new cloud business solutions to give clients more flexibility in how they buy and deploy IBM ExperienceOne. These solutions combine consulting services, IBM ExperienceOne software, and cloud infrastructure powered by SoftLayer, an IBM company. They include:
  • Customer Data as a Service: Enables clients to combine disparate customer data from internal and external sources to improve marketing performance and revenue growth.
  • Customer Analytics as a Service: Helps organizations quickly identify new customer trends, anticipate future behavior, and suggest next best actions to deepen engagement.
  • Digital Commerce as a Service: Allows business leaders to deliver exceptional digital experiences and accelerate time to market for a range of customer engagement solutions from order capture through fulfillment.
IBM might not be making the same high profile (and high price) acquisitions as other software vendors. IBM is, however, through organic research and development, ground-breaking tools like Watson, and, we have to say, smart acquisitions, building out some of the most advanced solutions in the marketplace for sales, marketing, and service. Additionally, IBM customers benefit by having the combined experience of the IBM services organization working in harmony with the IBM software organization. All this is now delivered under one umbrella called IBM ExperienceOne.
 
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