IBM Global Business Services Datasheet

Application Innovation Services Customer Relationship Management

Gain insight into how well you are serving your key users across channels and determine how to improve the quality of your brand experience
IBM Multichannel Customer Experience Assessment
Understand how to improve customer experiences across channels for enhanced growth and profitability
Continual technology evolution is driving a groundswell of social community development, causing major brands to rethink what it means to design and deliver the right customer experience across all channels. Companies need to rapidly and rigorously focus on key multichannel core components and differentiators to extract as much advantage as possible. A straight forward and objective assessment has to include the following key questions:

Highlights
The IBM Multichannel Customer Experience Assessment includes three components that allow you to capture a rapid understanding of how your customers are supported today and where prioritized investments can have the greatest impact.

Multi-Channel Experience Assessment Web Assessment Channels Capability Maturity Framework

How do you provide a consistent customer experience across your key channels web, contact center, print, kiosk, mobile devices, etc. How do you create more efficient, self-service channels for your customers? Are your channels optimized to deliver sustainable profitability and growth? Is your current web platform able to reliably support new Web 2.0, mobile and multi-channel investments?

Moving from crawling to walking in a new economic environment

In a turbulent economic environment, many organizations look to new technologies to deliver an improved quality of customer experience at a lower cost. Self-service channels that have the potential to provide greater customer access to information in a more efficient manner often arent maximized to deliver a compelling user experience, but in many cases only serve to further frustrate and alienate customers.

What should you do?

Organizations should have a clear and comprehensive understanding of their existing customer experience platforms in order to better understand any gaps and how to apply best practices. With the right expertise, you can remove barriers to building stronger customer relationships and transform these relationships into a source of sustainable strategic advantage. IBM is a recognized global leader in customer experience consulting. We have the proven tools, techniques, and industry and technology experience to help you develop the optimal customer experience for your business across all your key channels. Our Multichannel Customer Experience is designed to be the first step on your road to benefits.

IBM then creates a final experience assessment report that provides a detailed, thorough evaluation of the existing multi-channel customer experience, as well as a summary of recommended initiatives to enhance the multi-channel experience for your users. As the technology and social evolution continues, organizations must act rapidly and make the right investments to ensure their key constituents throughout their value chains, from suppliers to customers and business partners, have the optimal experience when interacting with their company, as seizing this opportunity can help lay the path for continual growth and profitability.

IBM Multichannel Customer Experience Assessment

The IBM Multichannel Customer Experience Assessment includes three components that allow you to capture a rapid understanding of how your customers are supported today and where prioritized investments can have the greatest impact.

Contact us
To speak to an IBM consultant to help you get started today, contact:
James Rudd IBM Global Business Services 276-546-7833 jimrudd@us.ibm.com Raj Mirchandani IBM Global Business Services 678-523-5047 raj.mirchandani@us.ibm.com

Multi-Channel Experience Assessment

This fundamental component helps you understand how well your brand is supporting the needs of different customer segments across channels from the external user perspective. Using segment- and task-specific scenarios, IBM evaluates the cross-channel customer experiences using proven best practices and innovations. User experiences are evaluated and rated, and targeted structural and high potential recommendations are captured and analyzed.

ibm.com/services/gbs

Web Assessment
This component provides an understanding of the current online customer experience and key areas for innovation. Site capabilities and approaches are systematically assessed using our patented assessment methodology. IBM then delivers a detailed evaluation of your web site leveraging a proprietary web assessment tool that draws upon an extensive inventory of industry benchmarks and leading practices.
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Channels Capability Maturity Framework

IBM uses these key components to evaluate capabilities and provide a disciplined approach to evaluating and prioritizing options for investment based on customer needs and internal business priorities. Capabilities are evaluated in a framework that includes seven key dimensions: Convenience, Choice, Competency, Commitment, Consistency, Customization and Communication. This evaluation helps you understand exactly where to focus your efforts in improving your customer experience.