NEWS14 March 2013

IBM launches customer experience practice

Data analytics North America

US — IBM has launched a practice to help companies interact more effectively with their customers.

The IBM Customer Experience Lab will provide clients with access to both IBM researchers and IBM business analysis consultants who will be tasked with coming up with ways for clients to communicate with customers and employees.

The lab aims to deploy capabilities such as machine learning and visual analytics to predict differences in individual customers and will operate under the IBM Global Business Service in New York.

IBM vice-president of services research Mahmoud Naghshineh said: “Today, businesses have a completely different way of engaging customers. There are all these new ways of reaching out to people but you need to know the right time to engage.”