Customer Experience with IBM z Systems

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


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


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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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 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.


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


Technology choices impact CX

With the right technology, you can:

– Understand your customers– Give them relevant and timely offers – Protect their information


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


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



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


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


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


With z Systems, your company’s CX gains a competitive edge


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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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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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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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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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

“


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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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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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

“


[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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