Overview
It's never been more difficult to retain customers and grow their loyalty... and the quality of a customer's interaction with your organization makes all the difference. The success of your business applications, whether they are internal or external, is largely determined by the user interaction experience. That is why IBM has re-invented the interactive agency. Our model takes full account of the total experience on and off the Web. It takes advantage of the depth of IBM’s expertise to innovate and apply new and advanced technologies and techniques to facilitate the optimal human connection.
It all starts with our full suite of capabilities around visioning, strategy and customer experience design, is verified by our assessment and research capabilities, and is brought to life through our complete technology planning and implementation capabilities...one stop, one partner to provide clients with a competitive edge.
The IBM Interactive Team operates a network of Centers for Solution Innovation at key locations around the globe. These solution centers offer a unique think-tank environment where clients can work collaboratively with IBM user experience, industry and technology experts to plan, develop and launch next-generation business solutions.
Business challenges
- Drive increased differentiation, revenues, productivity, efficiency and reduced costs through an optimized user experience
- Optimize user experience across channels
- Improve metrics and analytics to enable better business decision making
- Enhance application accessibility for disabled users
- Enable new and improved business processes
IBM Interactive services we offer
Accelerated Visioning – Create your application or Web site vision in real time by building first, keeping what works, discarding or re-working what doesn't and delivering as soon as possible. These engagements are quick impact, low risk and are based on lean process frameworks.
Multi-Channel and Interactive Strategy – Teams focus on user segment-based research and insights to plan, design, develop and manage innovative solutions that support the target brand experience at each customer touch point including: online environments, physical locations, contact centers, digital display, print and mobile interactions.
Assessment and Measurement – User experience initiatives often start with an assessment to establish a baseline and identify opportunities for improvement. Our assessments are shaped by the unique needs of each project and often include an evaluation of adherence to customer experience best practices, segmentation strategies, industry and marketplace influencers, and other factors.
User Research – Combines primary and secondary customer research to determine what users really want from a specific channel-based interaction. Primary research approaches include surveys, focus groups (online and traditional), Web-based and traditional usability metrics. This research is applied to each stage of industry-specific sales and service cycles to design optimal customer experiences.
Customer Experience Design – Design and development of compelling experiences across all user channels including the Web, kiosks and mobile devices. An iterative approach is applied that includes frequent and systematic user-based evaluation throughout all stages of the project.
Online Technology Planning and Implementation – We bring together a multi-disciplinary team to design, develop and implement Web sites and business applications that focus on providing innovative solutions and industry leading technologies to maximize business results.
Why IBM
IBM's industry expertise and global investment in application skills help provide a foundation for leadership in application design, development, implementation and management. Our in-depth understanding of business processes and information technology uniquely qualifies us to work with clients who wish to leverage industry best practices in application lifecycle management while focusing on strategic, core business competencies.
As one of the largest providers of consulting, systems integration and application services, IBM has unrivaled experience optimizing application investments and aligning them to business requirements. Our team of more than 90,000 Application Services consultants located around the world can assemble the industry and technology expertise through proven methodology, research innovation, and solution assets and accelerators that help you achieve greater productivity and business agility.
