Reach, Engage, Integrate: Reinventing the Customer Relationship

An increasing share of a business' customer interactions take place on-line, and in response, businesses are shifting investments to digital venues. But these efforts do not always result in a compelling customer experience. How does a business supercharge its digital strategy and deliver a great experience to their clients? Attend this webinar and gain new insights on how to pursue an integrated digital approach around the client, make client intelligence the backbone of decision-making, and adapt to changing markets.

Our guest speaker Mary Beth Kemp, Vice President and Principal Analyst at Forrester Research, Inc. will discuss why and how a business must connect the dots of its on-line brand. She'll be joined by two organizations that have worked with IBM to improve on-line experiences delivered to their clients. Each will describe how they have driven growth and client satisfaction while improving efficiency through their efforts.

Across the industry spectrum, globalization, digitization, heightened competition and economic uncertainty have all converged to dramatically increase the pace and intensity of work. In simplest terms, with almost everyone working as hard as they can, working harder is no longer a formula for success. The more viable approach is for businesses to work smarter, not harder.

This webcast will feature leading experts on the “agile workplace,” or how successful businesses are making use of smarter practices, and more interconnected processes to excel in an increasingly competitive and volatile market.

Join Nancy Pearson, VP; BPM, SOA & Websphere Marketing, IBM Software Group, Eric Lesser, Research Director and North American Leader of the IBM Institute for Business Value, and Manoj Saxena, VP & Global Solutions Leader, IBM Global Business Services. They'll all describe these new approaches to work, and present research on how those approaches can contribute to better business processes.