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 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 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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OPERATIONS

Target buys two online kitchenware chains

BY Marianne Wilson

Minneapolis — Target Corp. has made two e-commerce acquisitions aimed at expanding its presence in the growing cooking and kitchenware market. The retailer said it has acquired CHEFS Catalog and assets of Cooking.com in two separate transactions.

Following the closings, the two businesses will be combined to create a new, wholly owned subsidiary of Target. Both brands will continue to operate under their current names. Target believes these transactions present a strategic growth opportunity; however, there will not be any meaningful financial impact to its 2013 results.

“We are excited to bring CHEFS and Cooking.com into the Target family,” said Casey Carl, president of multichannel and SVP, enterprise strategy, Target. “We know consumers are increasingly looking online for cooking solutions to make their lives easier – from utensils and cookware, to recipes. These strategic transactions provide us a great way to address this growing opportunity and will offer expanded online options for our guests.”

Tim Littleton, president and chief executive of CHEFS, will be president of the wholly owned subsidiary and will report to Carl. Tracy Randall, chief executive and co-founder of Cooking.com, will become a consultant to Target.

Both transactions are expected to close within 30 days. Financial terms are not being disclosed.

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Target to open 14 in-store health clinics

BY Alaric Dearment

New York — Target is expanding its retail clinic presence in the Chicago area, according to the Chicago Tribune.

The retailer plans to open three in-store health clinics — two in the suburbs and one in the city — in the Chicago area, the report said. Construction is scheduled to start on May 28, and grand openings are planned for Aug. 18. The Target on Division Street, scheduled to open in October, will also have a clinic.

Target is planning to open 14 new clinics around the country, for a total of 68, the newspaper reported.

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J.Lee says:
Apr-05-2013 04:20 am

With the increasing number of patients we need more clinics so that people can get appropriate service. This is a very good decision of opening new clinics in Chicago. I think suburbs need more in store clinics as people are not getting proper health care facilities there and these clinics can provide primary care services. advanced urgent care

J.Lee says:
Apr-05-2013 04:20 am

With the increasing number of patients we need more clinics so that people can get appropriate service. This is a very good decision of opening new clinics in Chicago. I think suburbs need more in store clinics as people are not getting proper health care facilities there and these clinics can provide primary care services. advanced urgent care

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