Engaging customers as individuals
CEOs are searching for customer insight. But even if they discover it, are their organisations equipped to respond with relevance and speed?
Videos: CEOs discuss their customer priorities
Innovative care enhances customer relationships: CEO, Magazine Luiza
Luiza Helena Trajano, CEO of Magazine Luiza discusses the company's evolving customer care model: reaching new markets and setting an industry best practice of how to meet customers on their terms.
View this video (00:03:12)
Knowing your customers and delivering value: CEO of National Geographic
John Fahey, CEO of National Geographic discusses how understanding the many faces of the customer is key to being able to bring them value.
View this video (00:03:01)Featured case studies
Magazine Luiza
-
National Geographic
Explore the data
CEOs are building analytical muscle to engage customers
How to understand customers (00:01:05)
Ways of connecting with customers (00:01:20)
See all featured data charts
Tweet about IBM CEO Study audio and video findings
Additional IBM insights
Customer analytics pay off (US)
Drive top-line growth by bringing science to the art of marketing
Winning over the empowered consumer (US)
Gain trust by anticipating preferences and engaging on consumers' terms
Beyond digital: Connecting media and entertainment to the future (US)
Understand today's connected consumers to deliver individualised experiences
How can IBM help?
Key study findings
Balance control with openness (00:01:09)
Top employee success factors (00:01:22)
How to understand customers (00:01:05)
Ways of connecting with customers (00:01:20)
Commitment to partnering (00:01:06)
Partnering for innovation (00:01:08)
Outperformers and big data Coming in June
Top CEO success factors Coming in July
Impact of external forces Coming in August
Sources of sustained value Coming in September
Tweet about IBM CEO Study audio and video findings
Industry and market segment perspectives
- Electronics: Implement extensive organizational changes to deepen understanding of customer needs (474KB)
- Energy and Utilities: Investments in customer insights are critical (470KB)
- Financial Services (Banking and Financial Markets): Better insights and better customer experiences (472KB)
- Insurance: Extending traditional ways of interacting with consumers (471KB)
- Midmarket Insights: Embrace collaboration and transparency to foster innovation (US)
- Government: Change the face of citisen and customer communication (502KB)
- Healthcare: Identify and build critical employee competencies (503KB)
- Life Sciences: Turn better data access and insights into greater customer understanding (506KB)
- Media and Entertainment: Use cross-channel digital revenue models based on knowing customers better (509KB)
- Telecommunications: Use insight to build customer advocacy (502KB)
- Travel and Transportation: Seek more strategic and tailored customer relationships (496KB)
CEO Study infographics
- The role of social media (US)
- How outperformers engage customers (US)
- How outperformers empower employees through collaboration Coming in July
- How outperformers use partnerships to amplify innovation Coming in August
Contact us
Industry perspectives
Infographics: See it in pictures
CEO Study EVENTS Replays and Registrations
- Event registration/replay: June 27, 2012 Global CEO Study: Engaging customers as individuals. Speaker: Christer Johnson, Partner, IBM GBS will highlight client case studies using the IBM Smarter Analytics Signature Solution - Next Best Action.
- Event replay: May 22, 2012 C2-MTL keynote presentation. Speaker: Marc Chapman, Managing Partner, IBM Global Business Services. Learn about insightful CEO Study implications for organizations across industries worldwide, featuring a number of client examples. 45 minutes long
How to find more about the IBM CEO Study
Bookmark this page to return for new videos, event replays and industry perspectives in the coming weeks
Access unique content via the IBM IBV tablet app for Android (non ibm.com link) and iPad (non ibm.com link)
Find our CEO Study experts on LinkedIn
- Sarah Adam - Gedge, Managing Partner, IBM Global Business Services A/NZ
- Paul Miller - Partner and Strategy & Transformation Leader, IBM Global Business Services A/NZ
- Matt English - Partner, Strategy & Transformation, IBM Global Business Services A/NZ
- Peter Korsten - VP and Global Leader, IBM Institute for Business Value
- Anthony Marshall - Global CEO Study Director, IBM Institute for Business Value
- Ross Pearce - Senior Managing Consultant, IBM Global Business Services A/NZ
New Intelligence video channel
IBM News room
More IBM resources for C-suite executives
Access unique content
Download the IBM IBV tablet app for Android (non ibm.com link) and iPad (non ibm.com link)