18 months ago, IBM WebSphere became HCL Commerce, part of the HCL Software unit. I, like many of my colleagues, wasn’t quite sure what to expect. But one of the key messages the leadership team ingrained in us is that HCL Software and HCL Commerce by extension, would be an organization focused on helping our customers excel. For HCL Software, this was captured in three simple words – Beyond the Contract. Within our HCL Commerce team, we loved this concept. It became a cornerstone of our first steps as a “new” company so much that we adapted it slightly to reflect our commerce world – Beyond the Transaction.

This tweak, though slight, made a stronger connection for those of us in commerce because the mantra and our belief as a company worked on two levels.

How we partner with our clients.

We don’t stash the contract away and move on to the next company. We build strong and deep relationships with our clients to ensure they can succeed in growing their business. This approach is part of our culture from the top down and it takes many forms.

  1. Established support structures from our Customer Support Manager teams, Technical Advisor teams and Advisory Services teams who provide the help our clients need whether they are just getting started with an initial deployment or are long term clients who are looking refine their customer experience strategy.
  2. Client engagement activities to ensure we are always incorporating the voice of our clients into new product development and new service development. This is achieved through our Client Advocacy program, our Sponsor User Program, the Customer Advisory Board and our ideation portal called AHA where clients can submit, review and vote up each other’s product ideas – we want our customers to drive the direction of our platform and so we actively solicit their input.
  3. Informative content and insights created for our clients to help them with both strategic and tactical challenges. We produce dozens of webinars each year about topics that matter to our clients, from how to undertake a digital transformation in B2B and B2C organizations, to key trends in buyer behavior. We hold monthly Meet the Engineers sessions where clients can talk directly with the team building and improving the platform. We have quarterly product announcements to ensure our clients know about all the great new capabilities being added into the product. Our team members are also producing podcasts, blogs and how-to videos all developed with our customers in mind.

How we empower our clients so they can

deliver an experience that goes beyond the transaction for their customers

We work closely with our clients to ensure that all improvements to the platform are grounded in what they need to succeed because their success also revolves around building relationships with their customers that go beyond a transaction – creating loyal customers who keep coming back.

Our platform is built to empower our clients so they have the agility, control and peace of mind to know they can make bold moves to create compelling customer experiences across the whole customer journey backed by the HCL Commerce team and a rock-solid platform. Our clients are creating some of the most innovative, differentiated customer experiences in the market and we couldn’t be prouder.

Check out some of the amazing things our customers are doing:


 

And then see the content we’re creating to support them:

HCL Commerce Webinars

HCL Commerce YouTube

HCL Commerce Blog

Commerce & Cocktails Podcast

Planning for Online Peaks Podcast

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Further Reading
Marketing & Commerce | November 23, 2020
Why Agility is the #1 Critical Capability in Commerce
The events this year have permanently accelerated the move to digital. As always, the shift has not been universal, with the outcome based on their existing digital maturity or their industry segment read blog for more details.
Marketing & Commerce | November 10, 2020
Understanding your customers intentions, and why you should care…!
First let’s will look at why it is important to understand your customers intentions when they search and interact with your Ecommerce site. Many studies show that shoppers using on-site search are, on average, two* times more likely to convert than shoppers that do not search. So, when someone searches on  your site it is important to understand what they want and get them to it quickly. Secondly, mainstream consumer technology and voice assistants such as Alexa and search engines like Google are creating new "Human Computer Interaction" paradigms and expectations from consumers. This will become table stakes to compete in the world of ecommerce creating a knock-on effect for traditional ecommerce search interactions too. Defining the best digital Journey Helping you navigate around this and any new expectations can be simplified by breaking it down into bite size chunks. The first chunk to look at is how you can understand your customers intentions on your site, once you do that it can help you curate an amazing and relevant digital experience. This does raise the question, "how do we know what sort of experience they need"? This can be easier than you think. Human behavior in the retail context can be very predictable and mapped out in journeys. So of you may have been in one of these fun workshops: Once you have mapped out your customers journey the next step is a nice approach that I stole from a retail guru and mentor which has turned out to be very useful. 1) Take the context of the consumer be it: online, instore, mobile, with pushchair & screaming baby, and so on. 2) Take the product or service category: is it essential, discretionary, influencer led & lifestyle signaling, and so on. Armed with these two key points on context and...
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Marketing & Commerce | November 10, 2020
Don’t Miss our Fall 2020 Release Sneak Peek
Hard to believe we’re closing in on the end of 2020. It has been a crazy year! Yet despite all of the challenges our team and our customers and partners have faced, we have stayed positive and worked together to bring you our 2nd major release in 2020. Truly a collaborative effort with our customers and partners who have extended themselves beyond the transaction to ensure we are always bringing relevant, impactful improvements to the platform. Our Fall 2020 release is going live on December 11th and features some phenomenal additions to help you sell more stuff. To give you a little preview of what’s coming, including live demos across our three wows, we are hosting a Sneak Peek webinar on November 20th to demonstrate: World Class Experience - More control, more power for better customer experiences. Building on the 9.1 release, we are embedding a Content Management Solution and a Digital Asset Management Solution that makes it even easier for your business users, merchandisers, marketers to create engaging experiences and manage compelling content like shoppable videos. Optimized Merchandising - Capture and analyze behavioral data to sell more stuff With the integration of behavioral analytics from HCL Discover, you can proactively target your customers based on a deeper understanding of their behavior on your site, taking actions to improve their experience and engage them with timely and relevant content. Additionally, this release enhances our customer data platform with the integration of Google Big Query and Google Analytics360 enabling you to have all your customer data in one place for a holistic view of their behavior Cloud Native - Build and run scalable applications in modern dynamic environments such as public, private and hybrid clouds Underpinning everything we do is our Cloud Native strategy. Need to scale to 30-40K transactions a...
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