Experience smarter.
Today’s customers are won or lost in seconds. It only takes one bad interaction to lose someone’s trust. And they need you now more than ever. So, lets build experiences that learn. Let’s experience smarter.
My first role at IBM was content and design lead for the services team responsible for marketing the value of partnerings with IBM on enterprise scale CX and EX digital transformations. We evolved this jargon into the overarching and emotive construct, “experience smarter”. We used this umbrella concept to thread together three major sub-campaigns that spoke to specific customer use-cases.
Experience smarter customer service with intuitive AI.
To promote IBM’s contact center AI capabilities we launched a white paper with interactive elements, a services landing page, and engaged with our audience on social to drive traffic.
Experience smarter personalized shopping.
Two ideas that influenced the direction of the campaign were “discovery and diversity”—true personalization is going to be a varied as people themselves; and “ease and delight”—the actual mechanics of personalized commerce are complex, but IBM and Adobe have that handled, letting you focus on the customer.
Experience smarter operations with intelligent workflows.
Pulling from IBM sponsored research, my CX content partner and I developed and designed this infographic I partnered with another content lead to develop and design this infographic. In addition to using the graphic as a CTA download, we created cuts for threaded social posts to extend the value of the asset.
When businesses strive to make each experience better than the last, they can actually
Experience smarter.
This anthem video communicates the overall concept of “experience smarter” message in a way that truly captures the heart that beats behind all the work. You will recognize contact center, commerce, and workflow messages embedded within. I worked frame by frame with our agency partners on every aspect this piece and I know everyone thinks their baby is the cutest — but watching this still gives me goosebumps.
