IBM has updated its Customer Experience Suite – software designed for CMOs and CIOS that integrates content, business processes, and analytics across multiple channels, says IBM’s Customer Experience Suite product manager Lisa Lucadamo Jarrett.
IBM launched the first version of Customer Experience Suite in 2010 to help marketers manage copious data from social media, the web, and mobile channels, says Jarrett. The re-designed suite includes new and enhanced capabilities to deliver “next-generation web experiences” to account for new enterprise demands due to consumer upticks in mobile and social media adoption.
The enhancements of the Customer Experience Suite, which include micro-site wizards, in-line editing, and pre-built content catalog designs, give the updated suite a social media and mobile focus, Jarrett says. “Owned social communities can now be connected to external social networks like Facebook,” Jarrett explains. For mobile, Jarrett describes Customer Experience Suite’s a new responsive design approach so mobile marketers can “create content once and have it automatically adapt to a customer’s device without re-work or changes.”
Jarrett goes on to say that beyond the difficulty of understanding behavior from social, web, and mobile channels – lies the challenge of delivering a consistent single online experience for customers. The suite allows enterprise customers to simply manage content that’s accessible on multiple channels.
“Very few marketers are able to create and manage content once, publish it with a few clicks – to the web, to mobile, to social channels,” Jarrett says.