Improve customer experience: Literature

Telecom companies must respond to shifts in communication patterns and control, created by the strong emergence of social computing, to position themselves to reverse declining revenue growth and market share.

Build a flexible infrastructure, Boost workplace efficiency, Optimize IT investments, Optimize supply chains and ops.

Insurance companies are under increasing pressure to become more innovative and Service Oriented Architecture (SOA) offers a number of advantages that, when understood and exploited by both the business and IT sides of an insurer, can help address any number of business challenges

Read about how Canadian banks can gain marketshare and attract new clients by becoming aware of client attitudes and taking steps to positively impact customer perceptions.

Telecom CEOs share their views on the future of business.

For both the teen and boomer segments, service is the defining point for a successful shopping experience - this paper summarizes some key IBM research findings relevant to retail opportunities targeting these two groups.

The distinctions are blurring between advertising and marketing, as new forms of communication marry the return on investment (ROI)-characteristics of marketing with emotional characteristics of traditional brand advertising - in short, the old ways cannot meet the challenges of today.

Traditional advertising players - broadcasters, distributors and advertising agencies – will need innovative new approaches to respond to major industry shifts underway.

IBM surveyed over 4000 retail consumers and found which retailer attributes help turn shoppers into advocates. The results also suggest a financial upside to building advocacy.

Drugstore retailers face increasing competition from multiple retail pharma counters and online/mail-order companies, but can work to increase market share by focusing on the customer experience.

By understanding what drives customer advocacy, grocers can better differentiate themselves in an increasingly competitive marketplace.

While many competitors will be focused solely on improving cash positions or drastically cutting expenses, solid retail industry performers can approach this new economic environment as an opportunity to grab market share, increase customer loyalty and distance themselves from the competition.

How emerging consumer preferences are met can open new avenues for consumer satisfaction, create new revenue streams, define new business models and accelerate technology deployment, lighting the way to a participatory utility network.

Three strong business strategies - Market Share Grabbing, Value Chain Stretching and Niche Playing - can help position companies in the metals, mining and forest and paper industries to become globally integrated enterprises.

Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.

This paper describes how businesses are improving performance and creating value by applying eight new rules in using the emerging technologies of Web 2.0, social computing, service oriented architecture, 3D Internet and virtual worlds.

Wealth management firms must reach out and collaborate with their clients to build compelling, distinct value propositions and become customer focused enterprises by integrating their clients' views and attitudes into the design and execution of core operations.

An update to a previous IBM Institute for Business Value study shows insurers in the Americas, like their European counterparts, suffer from a lack of consumer trust and that heightened transparency, service and flexibility will be necessary to reach the customer of the future.

Digital content opportunities could help telecommunications companies fend off competitive threats from cable rivals and grow revenues in new markets. But will telcos be able to take advantage of this potential?

The science of biomarker-enabled R&D is advancing quicker than general acceptance. To realize the full potential of biomarkers, the industry must take actions to increase the confidence of regulators, the medical community and the public at large.

Learn about the competitive challenge facing Japanese electronics companies and steps they can take to become global innovators.

Ireland again faces an opportunity to implement bold changes; by fully leveraging its size advantage for the development and implementation of innovative and rapid solutions for public sector reform, Ireland can substantially improve its chances of economic success and prosperity.

telecommunications, Telco, telecom, social networking, Web 2.0, mobile communications, network, fixed voice, broadband, collaboration, innovation.

Chemical and petroleum companies often view risk management through a limited health, safety and environmental lens, but an IBM Institute for Business Value study reveals a distinct correlation between integrated risk management and market performance.

For Brazilian banks, a new view of customer advocacy can become invaluable as they seek to differentiate their offerings and improve the profitability of customers - moving toward a well-balanced, customer-focused model can help them capitalize on their most valuable asset – their customers.

Our study results show that retailers need to catch up to other industries concerning how thoroughly they report on the customer dimension, and in the implementation and use of risk management tools.

India's healthcare system faces considerable challenges, including quality of care, rising costs, and insufficient access for many citizens, but has the opportunity to avoid many of the problems faced by other developing countries by transforming health care financing, quality and delivery.

In six European markets, we surveyed a broad sample of insurance customers to find that three success factors that are crucial for the relationship between customer and insurance company: trust, transparency and technology.

In the coming decade, U.S. health plans will have decided which competencies are most important so they can adapt to major changes in how healthcare is purchased, consumed and delivered.

In a changing insurance environment, providers must be able to identify their advocates and articulate their advocate's preferences, then use this information to help tailor their business models in ways that improve the customer experience and, in turn, can drive growth.

Despite some looming hurdles, Indian automakers are bullish about their industry's future.

To ensure safety of the food supply and other consumer products, as well a enhance credibility with consumers, consumer products companies can turn to full value traceability to track product ownership throughout the supply chain.

To increase passenger satisfaction and become operationally efficient, airlines and airports need to adopt a new business model that features a flexible infrastructure and greater collaboration.

To increase passenger satisfaction and become operationally efficient, airlines and airports need to adopt a new business model that features a flexible infrastructure and greater collaboration.

Despite good intentions, what retailers deliver is not always what shoppers want. Bringing customer insights into everyday operational decisions can help retailers close the gap.

Read about how airlines and airports can prepare for the future flood of passengers and their baggage – not just to cope with the challenge, but to profit from the opportunity it brings?

Get ready for the coming collision between incumbent content owners and media distributors.

Innovative business models for “how to sell” are now almost as important as innovative products - CE manufacturers need to deftly manage their mix of sales channels.

To make serious strides toward improving patient health, the pharmaceutical and healthcare industries need to marshall their collective data assets and collaborate more closely.

Manufacturers may find a tremendous business opportunity "hiding" in their Service function.

Unlocking customer advocacy in retail banking: The customer focused enterprise

Who's in charge here? In the world of digital convergence, it's the end user

Dare to be different: Why banking innovation matters now

What can automotive OEMs and suppliers do to protect their bottom lines from escalating warranty costs? Component business modeling (CBM) can suggest strategic starting points for transforming warranty administration.

Podcast Interview: The Customer Focused Enterprise

The growing bifurcation of the marketplace between the two extremes of product commodity and customer needs-based solutions will make rapid losers and winners across different industries. Innovative companies know that they cannot merely sit safely in the middle anymore.

Not long ago, the thought of watching television on a small screen seemed far-fetched.

Financial markets firms must be able to succeed in an environment where analysis, not knowledge, is the value creator, and where it’s not seconds that count, but milliseconds.

The development of the healthcare sector is now far behind economic development in China. A review of China's key health indicators makes clear the case for change.

With increasing competition from convergence players in TV, telecommunications and the Internet, the media and entertainment industry is confronting unparalleled complexity, dynamic change and pressure to innovate.