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IBM Customer Experience Suite aims to make it easier for CMOs to cope with the rising tide of customer data by aggregating Big Blue's enterprise portal, Web content management, forms, and enterprise social networking software into a single view. From there, CMOs have access to requisite software tools for recognizing, monitoring and understanding various social conversation threads, as well as interacting one-on-one with individual customers.
"It's critical for CMOs to not only be aware of and monitor the social conversation, but to truly understand the sentiment and interact one-on-one with that customer," IBM's Watson said. "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."
In-House Social Networking
IDC research-firm analysts noted last year that the internal use of social networking tools can increase employee productivity as much as 30 percent.
With this type of productivity increase in mind, IBM says its new Intranet Experience Suite will help push the corporate intranet to a broad range of mobile devices, facilitating employee collaboration and information sharing.
Watson explained the new Intranet software helps bring the power of social media and analytics capabilities to CIOs, as well as line-of-business managers and employees. These capabilities, in turn, can help organizations improve internal operations and employee communication.
Beyond facilitating mobile access and internal social networking, IBM's new intranet platform provides corporate workers with access to information from a variety of sources, including external and internal news feeds. And, for managers overseeing the human resources (HR) department, the new platform also offers tools to help employees engage across networks and different business units.