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Ruminations on IT, the digital media, and some golf thrown in for good measure.

Live @ IBM Smarter Commerce Global Summit Orlando: IBM GBS Exec Paul Pappas On IBM’s Smarter Commerce Consulting Capabilities

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Paul Papas is an executive with over 22 years of experience in consulting and over 15 years of specialization in customer relationship management and business analytics. He leads a global practice that helps clients use digital technologies to increase the value they provide to their customers and business partners. He is a frequent public speaker and blogger on the subject of digital transformation.

If you’ve ever wondered just what part of IBM it is that helps bring IBM Smarter Commerce solutions to life on behalf of our clients, you need look no further.

Paul Pappas, the Smarter Commerce Global Leader for IBM’s Global Business Services unit, is an executive with over 22 years of experience in consulting and over 15 years of specialization in customer relationship management and business analytics.

Paul now leads a global practice that helps clients use digital technologies to increase the value they provide to their customers and business partners.

Paul was formerly a partner at PriceWaterhouseCoopers and has held several practice leadership roles throughout his career.

Prior to assuming his role as the Global Smarter Commerce leader, Paul led IBM’s Life Sciences practice and is a recognized industry subject matter expert.

During our 11 minute discussion at the IBM Smarter Commerce Global Summit this past week in Orlando, Paul outlined the vision behind IBM’s approach to smarter commerce, the so-called “systems of engagement,” which focuses on customer touchpoints (and not just transactions).

He also explained the four “I’s” — Interact, Inform, Integrate, and Innovate — that drive his discussions with clients.

The IBM Smarter Commerce GBS practice began 18 months ago with just over 1,000 consultants, and in that short time has already doubled to keep pace with market demand.

As Paul explains in the interview, “Every IBM client has a different set of objectives or needs,” and it’s that customer-centricity that has helped IBM rapidly become a market leader in servicing this burgeoning growth area.

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