IBM's New Big Data Lab to Bypass CIOs


IBM has opened a new lab with the goal of bringing R&D, analytics, and Big Data  directly to the CEO.

The initiative is called the IBM Customer Experience Lab and it aims to blend research innovation with business consulting to address the priorities of C-Suite leaders as they learn to tackle Big Data initiatives.

IBM Research scientists and business consultants will work 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 expertise of thousands of IBM business consultants addressing the opportunities of the digital front office.

In a recent briefing for financial analysts, Bridget van Kralingen, senior vice president, IBM Global Business Services, called "front office transformation" – of sales, marketing or customer service functions -- the most important wave of business change since the advent of Enterprise Resource Planning in the 1990s.

"Business leaders realize they need to continuously transform their customer experience in order to be relevant and competitive – from the perception of innovation and value, to the quality of the interaction, to the economics of delivery," said Mahmoud Naghshineh, vice president, Services Research at IBM. "What made them successful over the last decade, or even last year, may not be competitive in the future.  We will help clients explore the possibilities presented by new assets, technologies and innovation models based on our engagement experiences with thousands of organizations across every industry."

IBM has been making headlines recently with their moves into analytics and Big Data processing capabilities.

BM CEO Ginni Rometty sees “big data” services as a strategic mandate for both IBM and their customers in 2013. Leveraging Big knowledge, analytical data tools, and services will enable customers to mine vast troves of information to make better and faster decisions.

“It’s certainly everything around big data and analytics,” Rometty said in a brief interview recently when asked about IBM’s priority in 2013. She made the statement after a speech in front of the Council on Foreign Relations in New York, where she emphasized that data will give companies and governments a competitive advantage.

According to IBM, each day, organizations and individuals create nearly 2.5 quintillion bytes of data. This data generation rate produces so much data that nearly 90% of the data in the world today has been created in the last two years alone. This data for example comes from devices such as sensors used to gather climate information, posts to social media sites, digital pictures and videos, purchase-transaction records, and cell phone GPS signals.

BM 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.

Client Engagements

The Lab focuses on innovation breakthroughs in three primary areas:

Customer insight.  Applying advanced capabilities such as machine learning and visual analytics to predict differences in individual customer behavior across multiple channels.

Customer engagement.  Using deep customer engagement to drive insight and continuously deliver value by personalizing engagement, versus transactional experiences.

Employee engagement.  Embedding semantic, collaborative, and multimedia technologies to foster employee engagement and insight – in person and online.

Stayed tuned for more IBM Big Data announcements as Reuters is reporting that International Business Machines Corp and

EMC Corp are among parties in talks to buy privately held database web hosting company SoftLayer Technologies Inc, in a deal that could fetch over $2 billion, three sources close to the matter said.


Original author: Tom

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