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IBM Announces IBM Customer Experience Lab

IBM has announced the creation of the IBM Customer Experience Lab, dedicated to helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

IBM scientists and business consultants will co-create with clients to deliver systems that learn and personalize the experiences of each individual customer, identify patterns, preferences and create context from Big Data, and drive scale economics.

The IBM Customer Experience Lab will provide CEOs, CMOs, CFOs, heads of sales and other C-suite executives direct access to a virtual team of 100 researchers, supported by the deep industry and domain expertise of thousands of IBM business consultants addressing the opportunities of the digital front office.

IBM Researchers have participated in more than 1,000 IT business process and consulting client services engagements; 9,000 business analytics consultants have completed more than 30,000 client engagements over the last several years alone.

In the new age of Big Data and analytics, organizations are reassessing how to move from addressing mass audiences to personalized relationships.  The same technologies allow enterprises to engage in new ways with their employees, allows government agencies to build new relationships with citizens, or enable new models of interaction among students and educational institutions.

The Lab focus on innovation breakthroughs in three primary areas:

·           Customer insight

·           Customer engagement

·           Employee engagement

The Lab provides IBM clients with an innovation process, assets and platform to give line of business leaders the exclusive ability to work side-by-side with IBM researchers and business consultants to analyze business challenges and jointly create solutions that integrate next-generation mobile, social, analytics and cloud technologies.

Co-creation with clients includes an innovation model called Innovation Discovery Workshops, which generate ideas, roadmaps, prototypes and solutions that draw on research assets, business consulting and IBM software solutions in areas such as smarter commerce, Big Data, analytics, and MobileFirst products.

16-Mar-2013 06:19:29
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