RESEARCH & RESOURCES

IBM Software Integrates, Analyzes Data on Web Sites

New Customer Experience Suite unites the power of social networking, analytics, and mobile computing to front-office operations and externally to clients.

Note: ESJ’s editors carefully choose vendor-issued press releases about new or upgraded products and services. We have edited and/or condensed this release to highlight key features but make no claims as to the accuracy of the vendor's statements.

IBM has released new software that helps CMOs and CIOs transform the digital experience for employees and customers across a broad range of mobile devices.

The new software brings together the power of social networking, analytics and mobile computing to front office operations and externally to clients, allowing companies to create exceptional Web experiences. As a result, organizations can gain faster insight on customer buying patterns and consumer sentiment allowing them to more quickly reach and engage their audiences.

With the growing number of mobile devices, social networks, and social media tools on the rise, CMOs struggle to reach their audiences. At the same time, CIOs are struggling to provide access to company data on every type of device for a geographically distributed workforce.

Given the business realignment between marketing and technology, the CMO and CIO can no longer afford to operate on separate stages. To succeed, they'll have to forge a shared agenda to deliver business results through innovation and efficiency, working together to streamline their technology needs. The convergence of social and mobile is prompting organizations to revisit decades-old Web sites to create Web experiences to reach and engage with their audiences.

IBM's new Customer Experience Suite gives millions of marketing professionals the power to manage and integrate all types of data on their Web sites and analyze it for deeper insight into customer buying patterns and sentiment. Also delivered today, the new IBM Intranet Experience Suite pulls together company information and data, personalized content and news, and social media and analytics, enabling employees to connect, collaborate and access information at anytime, from anywhere.

From digital marketing and mobile commerce to Web sites and social media, marketers are inundated -- often paralyzed -- by data amassed from consumers via searches, purchase histories, Facebook "likes," and comments on Twitter. Combine that with data about in-store traffic, conversations with call centers and updates from suppliers, today's marketers confront a daily deluge of data waiting to be sifted for nuggets of intelligence they can act upon to boost their business.

It is critical for CMOs to be aware of and monitor the social conversation and to truly understand the sentiment and interact one-on-one with that customer. Taking it one step further would be to integrate these conversations directly into the organization's Web site, providing one place to both network and shop.

Web data has evolved today to include social media, videos, and Web-based forms, as well as traditional enterprise data such as financial, customer, and order data, and transactions. The software suite pulls together IBM's enterprise portal, Web content management, forms, and enterprise social networking software into a single view.

The new IBM software also helps business leaders extend their corporate intranet to a broad range of mobile devices in an effort to deepen employee collaboration and information sharing.

According to IDC, employees typically see up to a 30 percent increase in productivity using social tools internally to complete their work. With unlimited access to any type of information, consumers expect this same level of information availability in their professional lives so they can work efficiently and reach business goals quickly.

The new IBM Intranet Experience software brings the power of social and analytics capabilities to CIOs and lines of business employees helping organizations innovate and evolve their internal operations and communications. The solution pulls together company information and data, personalized content and news, and social media and analytics, enabling employees to connect, collaborate and access information at anytime, from anywhere.

For example, IBM's new intranet platform provides HR executives and business leaders with software to help employees better engage across networks and business units, and access information from a variety of sources including external and internal news feeds.

More information is available at www.ibm.com.

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