Customer Experience + Design

A joint IBM Interconnect and IBM Amplify keynote this week in Las Vegas featured an interview with Randall Stevenson, Chairman and CEO of AT&T, about combining strengths with IBM. They lead a new category called TMT or Telco, Media, and Technology. Ginni Rometty, Chairman and CEO of IBM, led the interview. Some of the highlights: Question: Your […]

Late last year, Bridge Solutions and IBM completed an IBM 2016 Consumer Expectations study. Here are some stats: In 2011, those 13-29 shared common views. Today, those in their 30s carried over their opinions. Omni-channel capabilities are more important than ever. How retailers rate themselves and actual executions are often miles apart. Consumer expectations for […]

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 […]

Last December, IBM released Watson Content Hub (WCH,) their new Content-as-a-Service offering.  At IBM Amplify 2017, Davad Strachan, IBM Principal Offering Manager, Digital Experience and Tyler Tribe, IBM Principal Offering Manager, IBM Digital Experience Software, presented and demonstrated the latest and greatest capabilities of IBM Watson Content Hub. WCH Provides 4 Key Capabilities It provides […]

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 […]

Today Adobe announced their newest cloud product – Adobe Advertising Cloud – that promises to unify advertising efforts from non-digital to digital channels. Advertising Cloud is a combination of Adobe’s existing Media Optimizer and recently acquired TubeMogul. Main offerings of the Advertising Cloud include: Search management Automated ad buying Creative optimization Advertising cloud includes the following specific […]

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 […]

When provisioning a new AEM 6.0-6.2 environment, one of the first things you should configure is a TarMK compaction process. This process will remove deleted content from the underlying data store and compress the size of the AEM repository on the disk. This is especially important in the lower environments up front as they will […]

I’m thrilled to announce that I will be presenting at Adobe Summit during the AEM Rockstars session. This session will feature five AEM Rockstars presenting the top-voted tips, tricks and strategies from this year. I will be presenting on using Sling Models to integrate Adobe Experience Manager and the Adobe Marketing Cloud. This talk will […]

Attendees at last year’s Money 20/20 were given a sneak peek at Bank of America’s future ATM, which was referred to as a “personal financial concierge.” The new ATM will tightly connect with mobile phones in order to enable customers to pre-stage transactions. From their phones, users can begin the process of withdrawing and depositing […]

Stop and think about your day. How many times do you interact with someone in a service-based role? Is it your morning coffee? The front desk of your daycare, office, or gym? Did you go out for lunch? Grab the dry-cleaning on the way home? Was it a call to tech support? A trip to […]