OPERATIONS

IBM opens Customer Experience Lab to bring R&D to c-level execs

BY Marianne Wilson

Armonk, N.Y. — IBM on Thursday announced the creation of the IBM Customer Experience Lab, dedicated to helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

The IBM Customer Experience Lab will provide CEOs, CMOs, CFOs, heads of sales and other C-suite executives direct access to a virtual team of 100 researchers, supported by the expertise of thousands of IBM business consultants addressing the opportunities of the digital front office.

IBM scientists and business consultants will co-create with clients to deliver systems that learn and personalize the experiences of each individual customer, identify patterns, preferences and create context from Big Data, and drive scale economics.

In a recent briefing for financial analysts, Bridget van Kralingen, SVP IBM Global Business Services, called “front office transformation” — of sales, marketing or customer service functions — the most important wave of business change since the advent of Enterprise Resource Planning in the 1990s.

“Business leaders realize they need to continuously transform their customer experience in order to be relevant and competitive – from the perception of innovation and value, to the quality of the interaction, to the economics of delivery,” said Mahmoud Naghshineh, VP Services Research at IBM. “What made them successful over the last decade, or even last year, may not be competitive in the future. We will help clients explore the possibilities presented by new assets, technologies and innovation models based on our engagement experiences with thousands of organizations across every industry.”

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J.Razer says:
Mar-19-2013 11:15 am

Outsourcing service is going
Outsourcing service is going to be giant form in very near future in the business world... Customer Service Outsourcing

J.Razer says:
Mar-19-2013 11:15 am

Outsourcing service is going to be giant form in very near future in the business world... Customer Service Outsourcing

N.Ka says:
Mar-15-2013 09:53 am

Great idea. Innovation is the
Great idea. Innovation is the key for a company to success. - Michael Courouleau

N.Ka says:
Mar-15-2013 09:53 am

Great idea. Innovation is the key for a company to success. - Michael Courouleau

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Gap, Ebay, Costco among retailers on Most Ethical list

BY CSA STAFF

Gap Inc., Ebay, Safeway, Wegmans, Whole Foods, Costco, Target, Best Buy and OfficeMax were all named to Ethisphere Institute’s World’s Most Ethical Companies list.

The companies were chosen based on an evaluation of a questionnaire provided by Ethisphere to determine each company’s Ethics Quotient (EQ).

Companies were evaluated for their own ethics policies and enforcement of such policies, ethical track record and reputation in the market place, corporate governance, corporate responsibilities and culture of ethics.

“The work we do every day touches millions of people around the world. And how we do our work is as important as what we do. This is why our inclusion in Ethisphere’s list of the World’s Most Ethical Companies is so important to me and our company. Every day, we promise our employees and our customers that we will conduct ourselves and our business with the highest level of integrity, and this honor recognizes that commitment,” said John Donahoe, CEO and president, Ebay Inc.

The research-based Ethisphere Institute is an international think-tank dedicated to the creation, advancement and sharing of best practices in business ethics, corporate social responsibility, anti-corruption and sustainability.

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Macy’s spices up culinary council with new chef

BY CSA STAFF

NEW YORK — Macy’s has added chef, restaurateur, author and television star Stephanie Izard to its Culinary Council, an exclusive team of the country’s finest chefs who serve to inspire the way Macy’s customers shop, cook and eat at home. A James Beard Award nominee, Food & Wine "Best New Chef" and winner of Bravo’s "Top Chef" (Season Four), Izard will serve as an ambassador for Macy’s Home department alongside fellow Macy’s Culinary Council chefs including Rick Bayless, Cat Cora, Nancy Silverton, Ming Tsai and Wolfgang Puck.

"I’m so honored to be part of the Macy’s Culinary Council with chefs that I have looked up to in one way or another my entire career," said Chef Stephanie Izard. "I am really happy to have the chance to interact more with Macy’s shoppers by sharing some of my favorite recipes and cooking tips."

"Since its launch in 2003, Macy’s Culinary Council has included a diverse, talented and dynamic assortment of distinguished chefs," said Amy Kule, group vice president for Macy’s parade and entertainment group. "Inviting Stephanie to join allows Macy’s to celebrate emerging new culinary stars and bring their talent straight to our customers through Macy’s Culinary Council in-store events and broad-based initiatives. Stephanie is an acclaimed chef, successful restaurateur and television favorite, making her a perfect fit for the Council."

Izard, Food & Wine "Best New Chef" and James Beard Award nominee, is the executive chef/partner of two Chicago restaurants, Girl & the Goat and Little Goat. A 2011 James Beard "Best New Restaurant" nominee, Girl & the Goat has been praised by many high-profile publications. Izard is a graduate of the University of Michigan and the Scottsdale Culinary Institute and has worked in some of the most respected kitchens in Chicago including La Tache, Spring and Vong. She previously owned the highly-acclaimed restaurant Scylla, which she sold just prior to appearing on and winning season four of Bravo’s "Top Chef." Izard’s first book, "Girl in the Kitchen," was released in the fall of 2011 (Chronicle). Izard also has a newly launched product line called "The Flavor, By Stephanie Izard," consisting of sauces and rubs. To learn more about Izard visit www.stephanieizard.com or follow her on Twitter @StephAndTheGoat.

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