Digital experience platforms will play an important role ICT Business | TechBuzz

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IBM took over our digital agency in 2016 to meet the growing need for digital, creative and design expertise, and offices in Germany, Austria and Croatia and IBM’s studios have since worked closely together to offer consulting, design and technology services. ICTbusiness.info Mario Horvat, CEO of IBM iX Croatia.

As for 2022, our success story, I’m sure, goes on and accordingly, after the offices in Zagreb and Varaždin, by the end of the year we open our office in Osijek, which we decided because there are established technical faculties in that city. which from year to year create highly educated experts, explains Horvat.

What does changing the name mean for business and customers because you will now be recognizable under the IBM brand?

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With the official renaming, our employees will now present themselves as members of the IBM iX family, one of the world’s largest providers of digital experience services. Which certainly has a big impact on motivation as well. In addition, in this way, conditions are created that promote a sense of unity, and our partners and clients benefit greatly from this. We continue our business under the IBM brand after many years of successful business, during which we recorded a growth rate of as much as 750 percent.

IBM took over our digital agency in 2016 to meet the growing need for digital, creative and design expertise. Our offices in Germany, Austria and Croatia and IBM’s studios have since worked closely together to offer consulting, design and technology services. Cooperation will become even more intense with this change.

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IBM iX is a partner to many world-renowned customers such as Allianz, Daimler, Grohe, Lufthansa, Porsche, Siemens, TAG Heuer, Wienerberger and many others.

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Under brand IBM iX we want to unite our forces even more strongly, use synergies and make our joint power clearer and further visible in the market.

How do you assess the business in 2021 and what do you expect from 2022?

The last few years have seen strong growth in business. The fact that this business story has been more than successful so far is reflected in the strong growth since the acquisition, which is certainly due to new technologies, knowledge and resources provided by IBM and experienced leadership. But also employees who have at their disposal top IBM programs for personal and professional development and other benefits such as above-average salaries, 30 days of vacation, hybrid mode of operation and many others.

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As for 2022, our success story, I’m sure, goes on. Accordingly, after the offices in Zagreb and Varaždin, we will open our office in Osijek by the end of the year. We decided for Osijek because there are established technical faculties in that city that create highly educated experts from year to year. Professionals we need. In addition, Osijek has built a strong IT community and become a regional center, which is very important to us. We believe that people from Slavonia and Baranja are a great choice for our company.

The company deals with the digital experience. What does that actually mean?

As part of IBM Consulting, IBM’s consulting and services division, IBM iX is one of the world’s largest providers of digital experiences. Using frameworks such as IBM Garage and Enterprise Design Thinking, IBM iX staff work on sustainable business models, digital services, and end-user experiences. In addition, IBM iX maintains partnerships with software vendors such as Adobe, Salesforce, and SAP CX.

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Guided by the motto “Innovate like a startup, scale like an enterprise”, experts IBM iX-a combine the creative spirit and culture of agencies with the technological expertise and strong international reach of the global corporation IBM. At the same time, they have access to their large network of agencies and numerous partnerships with reputable technology solution providers. IBM iX is a consulting, digital agency, design studio and technology company – all in one.

How has the digital experience changed over the years and what is expected in the future?

The digital experience from the user’s perspective has not changed drastically in recent years. Users have at their disposal multiple channels or points of contact through which they can establish contact with companies and service providers, from the web and email to sms / chat, mobile applications, social networks, call centers, IVR systems… What has changed is the way which companies use available technologies to provide customers with a better experience no matter through which point of contact the contact is made, but also to optimize and improve their business processes and costs.

If the initial goal of digital transformation was to modernize technology and optimize processes, in recent years initiatives have focused on users in terms of identifying new market opportunities and studying user behavior, increased focus on integration of all points of contact with the user (omnichannel integration), collection, analysis and creating a common data model to improve communication with users. An important role was played by the automation of routine tasks and tasks using machine learning and artificial intelligence – on the example of many digital assistants who can independently answer common user queries.

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Trends are expected to continue, with digital experience platforms playing an important role, enabling a better user experience across all points of contact, integrated content management, integrated analytics, built-in personalization of content and campaigns.

What do companies expect, what do customers expect?

Users primarily expect relevant, quickly available information on all channels of communication with companies, regardless of whether it is a web, email, mobile application or something else. They also expect companies to take advantage of the insights they gain from using analytical platforms and offer personalized content tailored to their wants and needs.

Companies certainly expect investment in digital transformation and digital experience to return through better customer connectivity, easier use of insights into customer behavior data collection and analysis, further cost reductions, business process optimization and ultimately increased sales of products and services. .



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