ibm real time personalization

IBM Customer Engagement Solutions

Real-Time Personalization

Real-time personalizationcreates emotional engagementsat massive scale.

IBM Customer Engagement Solutions / Real-Time Personalization

© 2015 International Business Machines Corporation 2


31 2Present relevant offers and recommendations

Understand every customer in context

Embrace the individual



Location-based offersand recommendations

Pattern-based offersand recommendations

Abandonmentprevention

Cross-sell/Upsell offers




A top U.S. retailer achieved a

400%increase in follow-on sales revenue through personalizing point-of-sale and website offers.


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A multi-channel retailer increasedincremental revenue by $500 million anddigital conversion rates by more than 10%through automated contextual productrecommendations.

$500million



A loyalty-management company in London increased sales revenue by 200% in less than 5 years by standardizing and automating marketing executions across campaigns and channels.

200%revenue increase



ING consolidated marketing campaignsby automating critical functions, cuttingcosts by 35% while increasing ROI.

35%decrease in costs




Hiroshima Bank used cloud-basedanalytics to tailor cross-sellingand promotions, increasing marketingconversion rates by an expected 20%.




Israel Discount Bank uses behavioralanalysis and business rules to personalizeoffers in real time, increasing revenueand improving customer satisfaction.




Air France consolidated and personalizedcustomer communications, dramaticallyreducing customer-handling costs whileimproving open and click rates.




IHG creates and personalizes offersacross seven hotel brands in 100 countries,generating 250% more clicks per dayand increasing revenue per impressionby more than 400%.

© 2015 International Business Machines Corporation

250%more clicks per day

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Aimia standardized and automated itsmarketing execution, increasing salesrevenue by 200% in less than five years.


200%increase in sales



Telefonica | Vivo customized and automated its marketingcommunications, increasing customer opt-in ratesby 70% and reducing campaign operating costs by 80%.


70%increase in customeropt-in rates

80%reduction of campaignoperating costs



Mobily used personalized offersto improve cross-selling and up-sellingin its call centers, increasing averagerevenue per user by 15%.


15%increase in revenue



Sky Italia instantly segments and personalizescustomer messages, improving call-centereffectiveness by 200% and reducing time tomarket for new retention promotions by 500%.


We work with clients at every stage of the personalization transformation journey.


Limited personalization over a single channel

Integrated data and multi-channel personalization

Personalizing for every customer at every touch point

Targeted Multi-channel Omni-channel


ibm real time personalization

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