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.

IBM Research is developing technology assets and capabilities that can help deliver front office capabilities as a service from a cloud, design novel products to match customer preferences, and leverage math and psychological theories of personality to improve marketing effectiveness.

The Lab focuses on innovation breakthroughs in three primary areas- Customer insight, Customer engagement and Employee engagement.

Among the clients engaged with IBM on advancing their innovation process are Nationwide Building Society, the world’s largest building society serving 15 million members in the United Kingdom, and Banorte, one of the largest banks in Mexico.

The IBM Customer Experience Lab will be headquartered at the Thomas J. Watson Research Center in Yorktown Heights, N.Y., supported by researchers at IBM’s 12 global labs including India, Africa, Brazil, California, China, Israel, Japan, Switzerland, and Texas.  The Lab brings together skills across disciplines including service science, industries research, mathematics and business optimization, social, mobile, smarter commerce, data mining, cloud computing, security and privacy, cognitive computing and systems management.

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