mobile customer engagement

IBM Customer Engagement Solutions

Mobile Customer Engagement

Your customer is always mobile.

IBM Customer Engagement Solutions / Mobile Engagement

© 2015 International Business Machines Corporation 2


31 2Think “mobile” at everytouch point

Engage with customersin context

Learn fromyour customers

Discover newentry points

4



Pickupand Shipping

In-StoreMessaging

Notifications LoyaltyPrograms

Sales andPromotions




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


6

20Xmore downloads than expected in the first month after launching a mobile app

Finish Line achieved



A major bank in Mexico integratedanalytical insights to deliver highlytargeted offers and notifications directly to customers.



A bank in Japan coordinatedcustomer insights from across differentchannels to create more personalizedand engaging experiences.




A money transfer and micro-financeorganization in Africa used mobile todeliver critical new services to unbankedand underbanked populations.




A large financial group in Singapore targeted credit-card customers with personalized SMS alerts, increasing satisfaction by 20%.


increase in satisfaction20%



Financial Insurance ManagementCorporation simplified processesand increased customer retention with proactive renewal alerts deliveredto customers’ mobile devices.




A major U.S. insurance companyused journey analytics to betterunderstand every customer, reducingcall time and abandonment whileimproving efficiency.




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



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%

We work with clients at every stage of the mobile transformation journey.


Mobile discoveryand purchase

Detailed segmentationand customer insights

Predictive analyticsand omni-channel insight

MaturingConfident &

gaining popularity Sophisticated


mobile customer engagement

Software