customer experience with ibm z systems
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CX insights IBM z SystemsThis is the age of the customer
CX insights IBM z Systems
Better customer experience (CX) leads to competitive advantage and business growth.
Learn how to boost customer perceptions and your bottom line.
This is the age of the customer
CX insights IBM z Systems
Your customers want offerings that are relevant to who they are, where they are and what they care about
– Fast responses – Consistent availability – In-the-moment messaging – Individual treatment – Security
CX insights IBM z Systems
We’re investing in mobile technologies specifically to create individualized, tailored experiences based on each customer’s situation or anticipated needs.”
Mike Frueh, Director of VA Home Loan Program, U.S. Department of Veterans Affairs, United States
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CX insights IBM z Systems
Your CX is only as good as your customers perceive it to be
Once they feel you understand their needs, they trust you enough to:
– Buy more – Stay loyal – Recommend you
CX insights IBM z Systems
CX leaders showed a cumulative
43%
increase in performance over a six-year period
CX stragglers saw a
34% decrease over the same period
The best-performing companies are those that unfailingly delight their customers
Invest in improving your customers’ perceptions, and your bottom line can only go up.
CX insights IBM z Systems
Fail to delight your customers, and they may not come back
Just to survive, you need to keep increasing the quality of the CX you provide.
To be disruptive, your CX needs to be consistently unforgettable.
89%
of customers walk away from a company after a single episode of poor CX
CX insights IBM z Systems
Technology choices impact CX
With the right technology, you can:
– Understand your customers– Give them relevant and timely offers – Protect their information
CX insights IBM z Systems
Customers have high expectations for applications and services
To succeed, you have to exceed them.
1 secondThe response time customers expect mobile applications and cloud services to respond within to be competitive
24/7Customers want applications and services to be available all the time, every time
1How many data breaches it takes to ruin your customers’ trust
360°With a 360-degree view of your customers, you can deliver them personalized, relevant offers so you’re always meeting their expectations
CX insights IBM z Systems
2.3x better CXAs for customer satisfaction, organizations that use z Systems deliver up to 2.3x better CX than those using other service platforms
Companies using z Systems have improved their CX
CX insights IBM z Systems
CX insights IBM z Systems
z Systems benefit CX
z Systems can handle the mobile generation with sub-second response time, covering millions of transactions per day.
2.8x fasterApplications on IBM z Systems architecture show response times as much as 2.8x faster than those on competitive platforms
CX insights IBM z Systems
z Systems help you gain intelligence where your data lives
With z Systems’ analytics capabilities, you can pull greater insight and value out of the data you’re already hosting.
45x more consistentIBM z Systems’ consistency of delivery shows less than 3.2% variability compared to 143.2% variability for competitive options
6.4x more availableApplications hosted on z Systems are up to 6.4x more available than alternative platforms
CX insights IBM z Systems
z Systems are the world’s most trusted platform for data and transactions
0Zero reported breaches in three years by an international commodities exchange that maintains system uptimes of over 99.9%.
3In its 50-year history of billions of transactions, the reported number of security incursions on z Systems is three
CX insights IBM z Systems
With z Systems, your company’s CX gains a competitive edge
CX insights IBM z Systems
In this kind of multi-channel world our customers have a multiplicity of options and how they choose to engage with us.”
Mike McNamara, CIO, Tesco
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CX insights IBM z Systems
We process over 30 million transactions a day with six one-hundredths of a second response time, enabling an exceptional customer experience. Customers know that when they need our ATM channels, they will be there.”
Martin Kennedy, Managing Director, Enterprise Systems and Platforms, CITI
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CX insights IBM z Systems
The fact that they can see all of their explanations of benefits and services in one simple place really makes a light bulb go off for our consumers.”
Terry O’Neil, Managing Director, General Manager Healthcare Payments, CITI
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CX insights IBM z Systems
With the transition to the enterprise LINUX server, our speed and the capacity of what our clinical pharmacy staff can perform are drastically different.”
Rose Martin, Director, University of Arizona College of Pharmacy Medication Management Center
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CX insights IBM z Systems
We haven’t found anything that can do the kind of transaction activity that we do—up to 3 billion transactions a day, 900 billion a year—with the same level of reliability, security and speed as the mainframe.”
Gordon Wilson, President and CEO, Travelport
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CX insights IBM z Systems
The platform delivers response times better than anything I have seen over the years…when a channel sends us a request we guarantee to send it back within 30-40 milliseconds.”
Jay Prag, CIO, Hogan Channels, First National Bank
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CX insights IBM z Systems
With a single customer view, we can personalize our services and products based on the information that we are getting and the total relationship we have.”
Dennis Bancod, Senior Executive Vice President, Head of IT and Operations, RCBC
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CX insights IBM z Systems
They’ve got to be up, they’ve got to run, they’ve got to be secure, and they got to be trustworthy and all of that comes with the IBM Mainframe.”
Jim McCarthy, Senior Vice President, Innovation and Strategic Partnerships, Visa
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CX insights IBM z Systems
[z Systems] has a capacity to predict and anticipate certain behaviors. We shall be able to understand our customers.”
Dr. Ben Chumo, Managing Director and CEO, Kenya Power
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CX insights IBM z Systems
www.ibm.com/systems/data/flash/zsystems/conversationshub/