The IBM Customer Experience Revenue
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
Impact on Revenue |
Contribution |
IBM DX Technology |
Personalization |
32.2% |
Integrated IBM Cognitive Engagement solutions enable sharing relative
content in a timely manner. |
More consistent user experience |
11.1% |
|
Quick time to market /launch |
16.2% |
|
Customer use of self-service |
22.2% |
A platform for mobile-ready/responsive, personalized experiences via the web, mobile apps, and other channels. |
Improved mobile access to DX |
7.1% |
|
Higher-quality mobile experience |
4.0% |
|
More connected experiences |
7.1% |
DX-Dependent
Functions |
Increase in
Productivity |
IBM DX
Technology |
Marketing |
18% |
IBM DX
Content management features allow easy access to information and real-time
data for employees, partners, and customers |
Sales |
13% |
|
Graphics/web designers |
15% |
IBM DX process automation features allow teams to dedicate more time to enhancing
the digital experience for employees, partners, and customers |
Application developers |
25% |
|
IT operations/ admin/ help desk |
15% |
IBM DX platform
and embedded development tools empowers building robust intranets and
extranets that deliver reliable self-service portals for employees, partners,
and customers |
Customer support |
24% |