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Rich Lanahan
WW Leader Sales & Solutions, Telecommunications Analytics, IBM

Rich Lanahan leads Big Data & Analytics Sales and Solutions for IBM. His background includes industry leadership roles at AT&T and Lucent Technologies and analytics leadership positions at Cognos and IBM. Rich specializes in analytics strategy, value creation, business transformation, monetization and advanced analytics.

Transforming the customer care model using predictive and real-time analytics

Transforming the customer care model using predictive and real-time analytics

May 13, 2015 | by Rich Lanahan, WW Leader Sales & Solutions, Telecommunications Analytics, IBM
Customer service in communications organizations is often based on archaic models. The time is ripe for a new model that applies predictive and real-time analytics to reveal hidden patterns in data, which in turn can be used to transform service calls into positive customer experiences.