ARMONK, N.Y. and TAMPA, Fla., May
18, 2016 /PRNewswire/ -- IBM (NYSE:
IBM) today announced that Standard Life, an investment
company with over 190 years' experience, is personalizing financial
services capabilities to each of its 3.8 million UK customers.
Working with IBM, Standard Life is addressing the real-time
financial needs of its diverse customer base as they plan and
invest in their future.
According to a study by the IBM Institute for
Business Value, "Banking Redefined:
Disruption, transformation and the next-generation
bank," only 30
percent of customers believe they are receiving a personalized
customer experiences, despite the fact that 45 percent of bankers
indicate they think they are delivering on that promise. In many
cases, this lack of execution is driven by IT roadblocks and legacy
technology, which make delivering relevancy, especially on a global
scale and across multiple channels, challenging.
Today IBM Commerce is enabling Standard Life to
serve the unique financial needs of its UK customers along their
journey with the brand. Using powerful analytics from IBM, Standard
Life can now accurately track a person's interactions across
different screens and devices by examining both structured and
unstructured data that previously was left
untapped.
"Financial planning is such an important part of our
future," said Harriet Green, General
Manager, Watson IoT, Commerce and Education, IBM. "Customers need
to know that businesses not only see their unique needs and
priorities but are able to adapt to each one, giving confidence
they are making the right choices."
Using IBM
Campaign and
Interact, Standard Life can
then turn these insights into a unique customer snapshot that helps
illustrate each person's financial needs and long-term aspirations.
Employees can then more effectively prescribe the appropriate
action, all in near real-time. Standard Life is also able to
deliver this level of personalization across multiple channels
whether they are online, on their mobile device or live with
consultants from the contact center where the company has already
seen significant and immediate return on
investment.
Customer consultants now have live, personalized
messages to refer to when talking with a customer, all built on the
predictive models and analytical technology. Today inbound offers
presented have seen an uplift of eight percent. At the same time,
this insight also helps Standard Life maintain the ongoing loyalty
of each customer.
"Today we are truly working towards a segment of one
and as a result, our customer communications must be personalized
at a depth unimaginable just a few years ago, said Stephen Ingledew, the Managing Director of
Marketing for Standard Life in the UK. "In just a short period of
time, IBM has allowed us to get to know our customers and their
needs on an entirely new level, so in the end we are presenting
exactly the right products and services at exactly the right time
and achieving the highest level of engagement as a
result."
About IBM Commerce for
Practitioners
IBM helps clients IBM helps practitioners --
marketers, merchandiser and e-commerce professionals -- understand
customer behavior and use insights to help deliver highly
personalized and relevant experiences at every touch point. For
more information, please click
here and follow on Twitter at
#ibmamplify.
About Standard Life
- Standard Life is an investment company with over
190 years' experience of helping people invest and manage their
money.
- Standard Life employs around 6,500 people
internationally - through businesses in the UK, Europe, North
America, Asia and
Australia.
- Around 4.5 million customers and clients across 46
countries trust Standard Life with their financial future and
Standard Life is responsible for the administration of over £300
billion of their assets. Standard Life also supports over 25
million customers through Indian and Chinese associate and joint
venture businesses.
- Standard Life Investments actively manages over
£253 billion worldwide, offering global asset management expertise
with strong investment capabilities and
performance.
- Standard Life plc is listed on the London Stock
Exchange with around 1.2 million individual shareholders and is one
of the top 500 companies worldwide, by revenue, as listed in the
2015 Fortune Global 500.
- Wherever Standard Life operates in the world, it is
motivated by a sense of responsibility. That is what has helped it
be a sustainable business over the long term. Standard Life is
proud to be listed as a leader for corporate sustainability in its
industry in the Dow Jones Sustainability Indices (DJSI World and
DJSI Europe).
- You can follow Standard Life
on www.twitter.com/StandardLifeplc
For More Information
Chris
Rubsamen
IBM Media
Relations
rubsamen@us.ibm.com
914.319.8156
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SOURCE IBM