Michael Porter

This session was  a review of the vision for the IBM Marketing Cloud and how it will continue to evolve under the Watson Campaign platform. It also highlighted how IBM is pulling together new capabilities in order to support broader marketing department needs. Jeff Demavich, the Offering Management Leader, gave the roadmap presentation. Definition: Watson Customer […]

Lead scoring blends itself well into customer journeys or contact journeys. These models are designed to drive intelligent customer journeys. Getting it right can be a difficult process.  The presenter at IBM Amplify walked us through basics on content scoring and how to then make those models more cognitive (e.g. how a machine can give […]

With both IBM Interconnect and IBM Amplify occurring in the same city at the same time, they took time to bring in the big guns for a shared keynote address on the 2nd day of the conference.  It started with a video highlighting our constantly changing world with cloud enabled, digitally connected devices and smart […]

Harriet Green, general manager Watson Customer Engagement, kicked off IBM Amplify 2017. She highlighted Retail Pulse, a chart across many categories, devices, etc. It shows all the aggregated data from various customers’ anonymized data. Watson is on an incredible roll with adoption. In 2017 more than 1 billion people will be impacted by Watson in […]

I’ve talked about Digital Asset Management (DAM) more in the past 12 months than in the past four years combined. In a way, it makes sense. Digital continues to evolve and become ever more important. Digital channels continue to proliferate. As digital channels proliferate, digital asset numbers explode.  Instead of a few thousand images, you […]

So anyone who can read, knows that artificial intelligence, chatbots, Internet of Things, etc. are all poised to take over the world.  While you shouldn’t believe all the hype, there is something here.  Our reality shows us that we cannot scale on human power alone.  You can’t create a world class customer experience for every […]

Scott Moore has a nice post on CMO.com about how Retail isn’t dead, just changing into the Six Million Dollar Man.  I like where he’s going with that.  Brick and mortar stores aren’t dead.  Yes, they have challenges but just as we saw in communications, new technology doesn’t necessarily mean the end of one medium. […]

Integration is king; long live integration. In some ways, this may be one of the more obvious trends. If you want to deliver a great customer experience, you have to both know something about this person interacting with you and provide key transaction(s). Both of these elements drive the need for integration. Let me give you […]

No one should be surprised that cloud continues to be a trend in 2017 and beyond.  The fact is that Digital Transformation requires exactly the features that cloud provides.  Forrester has a nice quote that I think summarizes the value we need: Many I&O technology investments fail to deliver true business value through great customer […]

The Harvard Business Review has a great article on the issues standing in front of realizing value from digital transformation.  A lot of it rings true in both the challenge and the answer. But first the challenge: The problem is that that these efforts tend to be ad-hoc and uncoordinated. Without the proper framing and […]

Some trends tend to be new and some are just a continuation.  Frankly, most IT organizations need a bit of a shakeup when it comes to digital transformation.  For too long, we have focused on ringing cost out of technology investment rather than using technology investment to gain more revenue or value.  I’ve lost track […]

      While it’s behind a paywall, you should still read this article about what tops their 2017 agenda.   CIO’s are definitely looking to invest this year in what makes the most sense and of course Digital Transformation tops that list.