CXOchat

A2: Start with basic attribution. It will put you way ahead of the competition. The idea is to understand the path your customers take to conversion.

Start with the customer needs, then map the #data and prioritize #analytics #ibmamplify

A2: As I mentioned earlier its a gradual process of moving down the maturity curve of understanding your customers i.e. basic attribution, adv. attrib, path analysis, journey mapping and analytics

A2: I always say when customers are already #omnichannel its time for brands to think like wise

@SameerKhan Path? Is there only one?

A2: Also if you are at #IBMAmplify join us for session# 1435 to learn more about #IBMjourneyanalytics

@philsimon Customers obviously aren't on a designated path. #brands must adapt

getting content in the format for channels is a first step

A5: I can talk about my story with a popular airliner. I was flying back home my flight was delayed and the sms notification failed. Result I spent 6 hours on the airport. Use

A5: Tweeted to raise my concern with no response. Finally got apology next day while it was too late now i am a happy camper at a competitor

A5: had they been able to connect my Tweets to my sms usage it would been a customer saver for them.

Receiving an offer for a product already purchased. Worse yet, if the offer is at a lower price than originally paid. Companies need cross-session analysis to make sure things like this don't happen. #analytics

The biggest fail i see is with real-time listening. Customer has an easy question like where can i find it and answer comes 24 hours later. @ibmcommerce

I agree that the airlines are the ones who get the fail award

A6: ultimate its all about customer experience. Its not one or two journeys but the lifetime of customer journeys. Customers build strong relationship with brands that understands them.

A6: Why do we are fan of starbucks simply because of the experience and the relationship we have built with that local branch where employees know you by name and know your favorite drink and how you like it.

@ibmcommerce, #ask and #listen

customer recognition drives #relationship which drives #experience which drives #loyalty

A6: sharing more access to ALL front line employees and enabling their input

Unified identity across channels is key but the content has to match the format

Well said @MJohnsonLoyalty

The culture and engagement paradigm? I don't understand what that means.

And is there only one "paradigm" in this "multi-channel" world? Isn't that a contradiction in terms? Wouldn't there be multiple "paradigms"?

Too much "lip service" is given within organizations to "changing" culture and creating engagement. Simply - i.e. your father's local butcher store - he knew us!

.@thegrok noted that Amazon adjusts prices 6million times a day @ibmcommerce Guess that qualifies as in-the-moment optimization. #IBMamplify

#data is the raw material and #dataexchange is the enabler. just having data is not enough it needs to move to the application that delivers in-the-moment offers. All powered by deep #customerjourneyanalytics

realtime exchange of data that can power customer analytics and engagement applications is the optimal path brands can take.

By understanding your customers' behavior in context (when in the journey, what device, etc.) you will have the insight to take the right actions at the right moments to accelerate the path to purchase or some other desired outcome.

real time is very key for in the moment and having content/offers available that are relevant - this isn't easy but if can be pulled off its huge

I know @RaminEivaz and HSN are doing amazing work piecing together and understanding the customer journey.

A4: I would say some of the top retailers who happen to be our customers such as #macys #hsn #hanes are definitely leaders. You can catch their presentation today and tomorrow at #IBMAmplify

Any public links would be appreciated.

A4: leaders are those who not only understand their customers journey but also act on it

Yep. @RaminEivaz will be giving a talk about how they do this at @HSN today at 2:45. #ibmamplify

It's too early to tell who the leaders are

One size never fits all.

It is the customer's journey and thanks to some really innovative technology we can predict and respond in a timely manner

I agree with you 100% Shep

Can we?

#ask and #listen, then #respond

I agree that @Nordstrom is a leader at this. Their messages are personal & relevant, without seeming intrusive

http://www.amazon.co...

#worthwhilereading

Nordstrom is great at it. They are amazing in customer service in general @jillianricci

We're not nearly as good at predicting as we think we are.

- good question?

Its all the same is it not?

there is a convergence point as data shows more than half of customer interaction with brand is #multichannel

sure. here you can find more info https://www.linkedin...

Which organization is this? Is that really a case study?