Building an unbeatable customer experience is the biggest challenge facing businesses today. IBM industry experts discuss the role of cognitive in the age of the customer, with Business Insider CEO Henry Blodget.
Transforming the Customer Experience at CenterPoint Energy
An energy delivery company with operations across six states, CenterPoint Energy aimed to improve customer satisfaction by shaping consistent customer experiences—no easy task when customer interactions were spread across multiple channels and business areas. Further, they were challenged with increasing demands and expectations from consumers. Their goal was to serve their customers better than anybody else.
Today, by consolidating information from multiple systems for customer engagement across its gas, electricity and home service businesses with a single, integrated solution, CenterPoint Energy is able to engage customers and deliver a high-quality customer experience across virtually all touchpoints.
Alpha Modus saw a need to change the way investors manage assets. With the help of IBM Bluemix and Watson cognitive capabilities, Alpha Modus has brought the way we think about investing into a modern light.
Using analytics to provide insights into sales and demand forecasts at Hershey’s of Brazil
Working with IBM Business Partner CTI Global, Hershey’s Brazil introduced an enterprise planning solution that delivers detailed insight into each customer, supporting more targeted, successful selling.
Customer lab at The Fung Group powered by cognitive analytics and location-based technology
The Fung Group Explorium – an omni-lab retail initiative that studies consumer behavior in real-time, observes and explores in real-time how consumers interact with new technologies, products and environments.
Advanced analytics have identified hundreds of millions in suspicious claims since the program was implemented. This frees up additional resources to serve the nearly two million Medicaid patients and 60,000 Medicaid providers in the state. North Carolina is using advanced analytics which are capable of sorting through tens of thousands of providers and hundreds of millions of claims in minutes using analytics software and then prioritizing those cases with potential abusive behavior.