• September 12, 2013

IBM Customer Experience Lab Reveals New Products

IBM today unveiled a set of new innovations from its Customer Experience Lab dedicated to helping business leaders gain deeper insights into customers and transform the way customers experience their products, services, and brands through the use of mobile, social, cloud and advanced analytics technologies.

The IBM Customer Experience Lab team in India has introduced three new technologies, each focused on driving innovation in social, mobile, and big data and analytics technologies to help organizations capture and act on deeper customer insights. These technologies build on the work the team has completed around the Watson Engagement Advisor, and include the following:

  • IBM Edge Analytics connects people with contextual information. Once a user has opted in for the service, the tool cross-references the user's location with the user's activity to provide useful insights. As users conduct daily transactions, such as buying airline tickets or shopping at the mall, the system sends relevant promotions by email and mobile alerts, per the user's preferences.
  • Vibes is an enterprise software solution to help marketers target consumers and communities that care about and participate in their industries. Individuals are identified by analyzing their interactions on social networks and then cross-referenced with their purchase histories with the companies, or information about their interests based on other social networking activities.
  • Social Media Event Tracker Tool (SMETT)leverages natural language processing, text mining technology, and advanced analytics to comb through millions of public social network messages to derive meaningful insights.

"Customers across the world are using innumerable channels—from social networks to online product review sites—to express their individual experience with products and services. This is fueling an explosion of data and driving a radical shift in how companies must engage with their customers to thrive and stay competitive," said Ramesh Gopinath, director of IBM Research-India, in a statement. "The innovations we are developing with clients in the Customer Experience Lab are enabling companies to transform their front office with speed and at scale, reshaping strategy, operations and offerings to attract, retain and exceed the expectations of an increasingly powerful customer."

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