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A major financial services company
A financial services company wanted to improve customer service by allowing customers to quickly access account information without using lengthy menus or call center support. IBM used its Natural Language Understanding solution to increase self-service for the 401(k) application while making it more efficient and easier to use for the client's customers.
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A foreign mobile communications provider
IBM leverages its expertise in advanced analytics and business intelligence to help a large mobile telco reduce customer churn and improve brand loyalty.
A large international financial services institution
A large financial services institution seeks a technological solution to keeping its customers informed.
A major U.S. financial services provider
Financial institution seeks IBM's help in examining the impact of customer loyalty on its overall performance.
GILFAM
The government agency responsible for automating the land registry for the Alsace and Moselle regions of France hired IBM to design a system to automate its more than 100-year-old paper-based system. With land titles available to the public online, the agency can save citizens, notaries and corporation’s time and money conducting business, but it also needed a way to maintain the authenticity of online land transactions. So IBM developed a security-rich electronic signature process to validate the transactions.
Mitsukoshi
Recognizing the need to enhance Web site accessibility to reach a broader consumer base, Mitsukoshi engaged IBM to assess the Web site, develop an accessibility guideline, and redesign its summer gift promotion Web site. The solution provided consumers with better access to Mitsukoshi's products and services, which the company anticipates will ultimately help boost online sales.
Shanghai Mobile Communications Corporation
Shanghai Mobile Communications is a subsidiary of China Mobile Communications Corporation, which is one of the best-known mobile operators in China. In 2003, Shanghai Mobile Communications had about seven million customers. IBM Global Business Services, in partnership with IBM Research, helped the company develop a wireless experience center to showcase new services to customers.
Easy Web Browsing for low-vision users
Easy Web Browsing technology developed by the IBM Research lab in Tokyo magnifies selected sentences and reads them aloud so that people with low vision can access Web sites without having to purchase and install a special product. The technology is available to users on demand once it has been installed by the Web site owner and is designed so that it can be easily updated as newer versions become available. Users who want to enlarge the font or use other features like setting color preferences activate the Easy Web Browsing technology if they choose to.
IBM Customer Equity & Lifetime Management (CELM)
Large companies may not be able to recognize every customer by sight, but the IBM Customer Equity & Lifetime Management solution (CELM) can help them identify their most valuable customers and cater to their long-term needs. This new on demand solution can help reduce marketing costs, increase sales revenues, sharpen accuracy rates for predicting customer value, and improve customer experience and satisfaction.
Personal Shopping Assistant
IBM Personal Shopping Assistant technology helps retailers attract and retain customers by allowing them to electronically accompany shoppers through their stores, guiding them through the aisles, suggesting items to purchase, pointing out sales and easing (or avoiding) the check-out line.
Contact Center of the Future
Smart companies are investing in their contact center operations to strengthen customer relationships, while at the same time using automation technologies to streamline operations.
Guy Sharon
In the fiercely competitive financial services industry, IBM Haifa Research Lab staff member Guy Sharon uses his expertise in the field of active and event-driven technology to devise a customer alert system based on complex event processing technology.
Innovation in Customer Relationship Management
Developing responsive customer relationships
IBM Research Services delivers solutions that help companies improve customer loyalty through responsive customer relationships
More on the issue
An operational model that integrates customer segmentation with customer management
Effective segmentation increases the ability to meet customer demands, which drives revenue growth. It can also play an important role in aligning costs.
Related research
IBM Research: Knowledge Discovery & Data Mining
IBM Research has produced innovative business intelligence applications as well as methods for quickly detecting patterns in large databases and mining text and Web content.