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New IBM Studies Reveal Brands Struggle to Meet Demands of Today's Consumers Including Members of Generation ZARMONK, N.Y., Jan. 12, 2017 /PRNewswire/ -- Retailers are grappling to meet the demands of consumers and must transform quickly to inspire loyalty with customers who are hopping from store to web to mobile to social, and back again, according to new research from IBM (NYSE:IBM). IBM's IBV study of 15,000 Generation Z shoppers, which represent $44 Billion in estimated buying power, found the following:
IBM's new Customer Experience study of more than 500 brands in 24 countries shows that despite changing customer demands, businesses are struggling to deliver on the expectations of consumers. The research shows:
This gap between what consumers demand and what brands can deliver requires cognitive capabilities that allow retailers to take information from all types of engagement, quickly act across multiple channels and change the rules of engagement. IBM's cloud-based cognitive solutions can examine customer data and combine it with data on other critical factors such as weather patterns, pricing trends, buying behaviors, and supplier availability to deliver personalized experiences that customer demand. "In this new era of customer engagement, what will separate the winners from everyone else is a differentiated brand experience that delivers high impact engagements with compelling personalization regardless of where the customer is," said Harriet Green, General Manager of IBM Watson Customer Engagement. "With Watson Cognitive Engagement solutions, IBM is working with retailers across globe to make these experiences a reality for millions of consumers." IBM Watson Customer Engagement is helping leading retailers drive enduring brand loyalt with their customers:
IBM Watson Customer Engagement IBM powers a full spectrum of cognitive engagement offerings delivered as a service and on premise for thousands of retailers worldwide including: Amadori Group, American Eagle Outfitters, Boots, Ermes, hhgregg, Luxottica, Moosejaw Mountaineering, Office Brands, Performance Bicycle, REI, Sherwin Williams , The Clorox Company, The North Face, The Works UK, and William Sonoma. You can hear more about how the Home Depot and Luxottica are using IBM Watson Customer Engagement solutions from a recent panel discussion with IBM's Harriet Green. For more information follow us at @IBMforMarketing or @IBMCommerce and #WatsonCE. About IBM Institute for Business Value 1. IDG: New Research Shows Brands Struggle with Online Commerce Even as Its Importance Grows 2. https://www.entrepreneur.com/article/238998 Media Contacts: To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/new-ibm-studies-reveal-brands-struggle-to-meet-demands-of-todays-consumers-including-members-of-generation-z-300390130.html SOURCE IBM |