The annual spring meeting in the Norwegian IBM User Group (ISBG) took place in Larvik, at Farris Bad, last week. I will in the coming days present my experiences and thoughts about
Huguette Ranc, Social Business & Smarter Workforce Unit for Europe – IBM, talked about the strategic cooperation that IBM has with Apple, Facebook, SAP, Weather Channel, Twitter and other media outlets. IBM’s part of this is using Watson as a tool for analyzing the data. This is in turn used to create a better experience for the users, as well as gathering data that the companies use to decide on their future strategies with their tools.
Christopher Crummey, Executive Director of Customer Experience and Evangelism – IBM Enterprise Solutions, then took the stage. He has been working at IBM for over 25 years, and he discussed the so
called New Way of Working.
He gave us some data about IBM:
- 80% of IBM-ers do not have their own office
- IBM has done 110 acquisitions in the past deacde
- All users can bring their own devices to work, no matter what operating systems they are running
- IBM has their own app-store and apps are pushed down to your device and computer
- IBM automatically configures their employees phones, with one click and 6,5 minutes of waiting
- They do not have phone support. All support is gathered in a community in IBM Connections where people can easily gather it
The fact that the users have a huge influence and control over how they want to work, where they want to work and with what tools, had increased user satisfaction.
Christopher admitted that IBM has never been good at design, and that’s why they partnered up with Apple. They’ve already launched a long list of apps for services like the police, health care and others for the Ipad. Here IBM provides the data and everything working in the background, while Apple provides the user interface. He compared this to building a bathroom:
IBM is the plumber and electrician, while Apple is the decorator.
They use Watson to analyse the big data. This can in turn be used to find out about user behaviour. For instance did a huge analysis of customer data for a phone company find out that it was the weather that was the biggest catalyst for whether a customer switched cell phone provider or not.
How could the weather influence such a decision? Further data analysis would be needed, but it could be down to the fact that a storm cut people from a certain provider off, while another provider was still online. The user would then change provider because of this.
This underlines the importance of staying on top of traffic, user habits, purchases and other activities that generate data.
Using this inside your own company is also a good idea. Make it easy for people to start working, to share ideas and to communicate. It’s especially important that the leaders in an organization leads the way here and invite everybody to start communicating. This will fuel engagement and drive innovation for your employees and users.
Then it was lunch time. Stay tuned for more blog postings about ISBG in the coming days. I will also continue my Whither IBM-series.