IBM Watson Customer Engagement helps marketing, commerce and supply chain professionals unify their business around the customer. Watson's unique AI capabilities deliver insights from all data, so you can have a 360-degree view of your business. Respond to opportunities and competitive pressures in just the right moment and deliver personalized, proactive customer experiences at scale. This is customer engagement to the power of IBM.
For many, the holiday season is a time of reflection, both from a personal and professional standpoint. I won't get too deep into politics and pop culture, but can't reflect on 2016 without thinking about the 2016 US presidential election and the Chicago Cub's finally winning the world series after 108 years. In my professional life I recall the challenges faced and overcome, the triumphs and even missed opportunities. Hopefully there were more triumphs than missed opportunities in your professional life, but reflecting on both can help prepare and potentially create your own opportunities in the new year – particularly if you work in digital commerce. If you're a digital commerce professional, either an online retailer or a B2B seller, last year saw a few milestones that are sure to impact your business in 2017 and beyond.
Businesses are eager to embrace new commerce channels and technologies to get closer to their customers and grow conversions. Yet to do this effectively, they must overcome four key challenges: 1) needing to constantly innovate their digital customer experience at speed and scale; 2) designing coherent experiences across multiple touchpoints and technologies; 3) eliminating data silos to effectively harness data and drive real-time decisioning; and 4) integrating new technologies while minimizing disruptions to existing business operations. To achieve such fine-grained control and create rich and differentiated customer experiences, many companies are turning to "headless commerce" which accommodates an unlimited variety of web, social, mobile, IoT and in-store digital touchpoints, while separating them architecturally from the commerce platform using APIs to deliver commerce services. This improves flexibility to power a wide range of omnichannel scenarios, to commerce-enable any system, application or IoT device, and to seamlessly integrate with any content management systems. A successful headless commerce strategy requires a rich array of capabilities that are open, extensible and easily consumable by developers that have little or no experience with the underlying commerce platform.