IBM will invest over $100m to expand its consulting services capability worldwide in order to help clients provide better customer experience.
The company will use the investment to launch ten new IBM Interactive Experience labs across the globe and also hire 1,000 additional employees, who would develop personalised models of engagement using data and design.
The new labs will allow customers to work in collaboration with researchers, consultants and experts for segments like design, mobile and digital marketing.
IBM Global Business Services senior vice president Bridget van Kralingen said there’s no longer any real distinction between business strategy and the design of the user experience.
"As our clients recalibrate what it means to engage with their customers or employees, we’re bringing them the full spectrum of world-class design and IBM Research, book-ended by strategy consulting and our strength in Big Data," Kralingen added.
New labs will be opened in Bangalore, Beijing, Groningen, London, Melbourne, Mexico City, New York, Sao Paulo, Shanghai, and Tokyo.
Researchers at the IBM Interactive Experience will help clients create personalised experiences with new capabilities that leverage value of data, while designers work in partnership with the clients to develop mobile-driven experiences.
The customer experiences leverage IBM’s MobileFirst products to capitalise on the transformational nature of mobile applications.
Additionally, IBM has unveiled new IBM Interactive Experience products to help businesses gain better insights into individuals and transform the way customers experience their products, services and brands.
IBM Interactive Experience’s researchers have developed new algorithms that analyse new capabilities such as Intelligent Customer Profiles, Influence Analysis and Customer Identity Resolution.
