IDC estimate the revenue derived through delivering better customer experiences using IBM Digital Experience (IBM DX) Portfolio to reach an average of $10.9 million per organization per year (or $62,240 per 100 IBM DX users), with a five-year ROI of 661% and a projected payback period of 16 months accruing from generating more revenue, enabling faster and easier development, and improving staff productivity.
These findings were concluded on analyzing the data collected from eight large organizations utilizing IBM Digital Experience (IBM DX) portfolio to create and manage digital experiences that deliver personalized omni-channel experiences to customers, employees and partners in the health insurance, manufacturing, financial services, pharmaceutical, insurance, and retail industries. On average, each organization is serving 6,692,438 customers (external users) whereas the average number of internal users utilizing information services in these organizations is 37,725.
IBM DIGITAL EXPERIENCE
The IBM Digital Experience is a platform that is used to build powerful contextual websites. The strengths of the platform include the ability to mix applications and web content into a coherent user experience. The core IBM Digital Experience solution offerings include the following: IBM Digital Experience Manager, IBM Customer Experience Suite, and IBM Employee Experience Suite.
The IBM Digital Experience portfolio encompasses IBM Digital Experience Manager (on-premises), IBM Digital Experience on Cloud, and IBM Watson Content Hub. IBM Digital Experience offerings provide integration with IBM Cognitive Engagement solutions and enable hybrid cloud capability to deliver engaging multichannel experiences while IBM Watson Content Hub is an AI-powered, SaaS-based content management system and digital experience management solution.
HOW IBM DX IS ENABLING ORGANIZATIONS TO DERIVE MORE REVENUE?
The more satisfied customers become, the more they are willing to spend more on products and services. Using IBM DX platform, organizations can provide their customers with more personalized omni-channel user experiences given the improved customization and timeliness of content by virtue of IBM Cognitive Engagement features.
The above figure from IDC’s paper illustrates the revenue impact of IBM DX, which averaged $41.7 million across all organizations, according to the improved CX aspects:
Impact on Revenue
IBM DX Technology
Integrated IBM Cognitive Engagement solutions enable sharing relative content in a timely manner.
More consistent user experience
Quick time to market /launch
Customer use of self-service
A platform for mobile-ready/responsive,
personalized experiences via the web, mobile apps, and other channels.
Improved mobile access to DX
Higher-quality mobile experience
More connected experiences
HOW IBM DX IS ENABLING ORGANIZATIONS TO RAISE STAFF PRODUCTIVITY?
IBM Digital Experience Manager and IBM Digital Experience on Cloud enable business users to quickly and easily create and deliver responsive and accessible public-facing experiences, intranets, and extranets whereas IT teams get enterprise-class developer tools, APIs, and extensibility. This powerful user-friendly IBM DX platform improved productivity across the enlisted teams inside the interviewed organizations:
Increase in Productivity
IBM DX Technology
IBM DX Content management features allow easy access to information and real-time data for employees, partners, and customers
IBM DX process automation features allow teams to dedicate more time to enhancing the digital experience for employees, partners, and customers
IT operations/ admin/ help desk
IBM DX platform and embedded development tools empowers building robust intranets and extranets that deliver reliable self-service portals for employees, partners, and customers
IDC found that the IBM customers realized tangible business value on deploying IBM Digital Experience (IBM DX) portfolio of products including higher revenue by pushing real-time information to customers, increased user productivity through robust intranets and extranets, and higher availability on minimizing the risk of routine operations and consequently unplanned down-times.
Source: Document #US44117618 © 2018 IDC. www.idc.com | IBM Digital Experience Is Enabling Organizations to Derive More Revenue Through Better Customer Experiences