Acquire Grow and Retain Customers

Insights for the new chief data officer

How to define data strategy, align business goals and prioritize winning projects

How should a chief data officer (CDO) start formulating and deploying a strategy to put data at the center of the business? 

This ebook provides insights and recommendations for the CDO in three areas: strategic alignment with the business, data strategy and project prioritization.

Cincinnati Zoo transforms customer experience and boosts profits

The Cincinnati Zoo and Botanical Gardens transformed the customer experience and created more than USD 2.2 million in total benefits in just three months.  

ROI case study: IBM Business Analytics and XO Communications

Nucleus Research examined XO Communications’s deployment of IBM Business Analytics and found it enabled XO to identify customers with a high likelihood to churn. XO client service managers used this predictive analysis to proactively contact those customers, improving customer retention and measurably increasing profits. 

First Tennessee Bank: Analytics drives higher ROI from marketing programs

For banks today, having more ways to communicate with customers is a good thing. But it has also made it harder for banks to figure out where and how to most profitably commit their marketing resources. 

Leveraging predictive analytics, First Tennessee Bank is applying the ultimate acid test. It’s combining a granular understanding of the needs of customer segments with real P&L data to optimize its marketing spend, focusing on programs that deliver the highest ROI. 

First Tennessee’s ability to target its campaigns more intelligently has increased its response rate by 3.1 percent, cut key marketing costs by nearly 20 percent and enables the bank to get the most from its resources.

Security First Insurance deepens connection with policyholders

Using IBM Smarter Commerce technology to help ensure timely response to policyholders.

“When customers contact us through their iPhones, Facebook, Twitter, LinkedIn or email, they receive the same timely attention as when they call the company or go to our web portal.” Werner Kruck, chief operating officer, Security First Insurance

AARP transforms its business intelligence infrastructure

AARP needed to transform its traditional BI infrastructure into a dynamic, blazing-fast environment which could assist with improved member documentation and recognition, accurately match services and product offerings to member needs and deliver value-added packages to targeted customer demographics.

With IBM Big Data & Analytics, AARP modernized its business intelligence infrastructure ultimately achieving a 347% ROI in three years. 

Ethics for big data and analytics

Big data and analytics technology can reap huge benefits to both individuals and organizations—bringing personalized service, detection of fraud and abuse, efficient use of resources and prevention of failure or accident. So why are there questions being raised about the ethics of analytics, and its related technology, big data?

Big data ups the customer analytics game

This new commissioned study conducted by Forrester Consulting on behalf of IBM dives deeper into the trends surrounding big data and analytics to strategically examine the goals, challenges, and impact associated with customer analytics.

Customer Analytics: The Role of Integrated Systems

This white paper outlines the latest customer analytics opportunities and challenges facing sales, marketing, and customer service decision makers. It draws on IDC's research into big data and analytics (BDA) business and technology trends and provides recommendations for organizations looking to improve their customer analytics initiatives. The paper also considers the role of workload-optimized systems as a technology platform to enable customer analytics and describes the IBM PureData System for Analytics as one of the leading workload-optimized systems in the market today.

The Future of Insurance: How Big Data and Cognitive Computing are Transforming the Industry

Today, two major factors are poised to change the insurance industry in a way it hasn’t seen in more than 50 years—emerging capabilities enabled by cognitive computing and big data, and an empowered consumer. We are starting to get a glimpse of the possibilities these trends hold, as well as the challenges they represent. To understand their full impact on the future of the insurance industry, we need to look at the past to understand how paradigm shifts in the insurance industry follow paradigm shifts in the underlying computing technology. If history is any indication, these technologies will usher in a new paradigm for the insurance industry.