IBM Customer Experience Lab Unveils New Social, Mobile and Big Data Innovations

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

Since the Lab’s launch in March 2013, IBM Research scientists and business consultants have worked together with more than 100 clients from across the world to co-create a variety of new technologies and services to transform the front office, revolutionizing how companies interact and engage with customers. In this new age of the digital customer, organizations are reassessing how to drive brand loyalty and accelerate business growth by moving away from addressing their customers as mass audiences toward cultivating and creating new value from personalized customer relationships.

To help address these challenges, the IBM Customer Experience Lab team in India has introduced three new technologies, each focused on driving innovation in social, mobile as well as 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.

IBM on 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. An early adopter of the technology, IndusInd Bank in India, has embedded IBM Edge Analytics within its customer channels, such as Internet Banking, ATM, SMS Alerts, Phone Banking and Branch Offices. In addition to helping the bank better understand its own customers, the technology is helping it reach non-customers.

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