Customer Experience with IBM z Systems

CX insights IBM z Systems
This is the age
of the customer

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
“

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.
1second
The response time customers expect
mobile applications and cloud services
to respond within to be competitive
24/7
Customers want applications and
services to be available all the time,
every time
1
How 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 CX
As 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 faster
Applications 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 consistent
IBM z Systems’ consistency
of delivery shows less than
3.2% variability compared to
143.2% variability for
competitive options
6.4x more available
Applications 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
0
Zero reported breaches in three
years by an international commodities
exchange that maintains system
uptimes of over 99.9%.
3
In 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
“

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
“

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
“

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
“

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
“

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
“

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
“

www.ibm.com/systems/data/ﬂash/zsystems/conversationshub/

Customer Experience with IBM z Systems

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