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Live From IBM Pulse 2013: Day 2 General Session — IBM Tivoli Customers Share Their Best Practices

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Several prominent IBM Tivoli clients joined IBM senior vice president Robert Leblanc at the IBM Pulse 2013 day two general session to discuss their asset and infrastructure management best practices on the MGM Grand Arena stage.

Several prominent IBM Tivoli clients joined IBM senior vice president Robert Leblanc at the IBM Pulse 2013 day two general session to discuss their asset and infrastructure management best practices on the MGM Grand Arena stage.

If you missed Carrie Underwood last evening in the MGM Grand Arena, well…I’m sorry.

Actually, I’d find it difficult to believe anyone from IBM Pulse missed Carrie Underwood, as the place was packed to the rafters, and Carrie did not disappoint.

In fact, quite the opposite…and judging from the line waiting to get in that stretched all the way back to the MGM hotel elevators, well, let’s just say expectations were high.

And as we move into Pulse 2013 Day Two, we should maintain those high expectations, because it was clear from this morning’s keynote customer interview led by IBM senior vice president Robert Leblanc that today’s focus would be on highlighting best practices in building and maintaining smart infrastructures.

IBM vice president Scott Hebner first kicked the session off, explaining IBM’s continued commitment to open standards (see yesterday’s announcement about IBM’s commitment to using OpenStack), explaining that “Just as standards helped us realize the promise of e-business over the last decade, I think the same is going to occur with respect to cloud computing.”

Scott also encountered an amusing “blue screen of cloud death” moment, where all systems failed, spinning umbrellas appeared on screen (and in the audience), and colorful chaos people appeared from offstage.

An amusing moment, but one with an underlined headline of warning: Thou who doth go too far forward building on proprietary platforms may findeth one’s business in cloud computing chaos!

Scott next handed the baton to Robert Leblanc, and it was time now for Robert to introduce a range of IBM Tivoli clients operating in a garden variety of industries: Steve Caniano, Vice President, Hosting, Applications, and Cloud Computing with AT&T; Robert Pierce, Assistant Vice President, Information Services, Carolina Healthcare; Eduardo Bustamante, Director of Systems and Telecommunications, Port of Cartagena; and Tony Spinelli, Chief Security Officer, Equifax.

First, he cleared the decks and set up the big picture: Technology is now the number one issue for CEOs, as they recognize it could make or break their success. Big data, mobile, and cloud loom over the horizon as competitive differentiating technologies, and, increasingly, are table stakes.

Security is more of a risk, but going on the offensive beats succumbing to the nastiness of the defensive (read the cyber security headlines lately?).

And yet…and here was the key point of the best practices session…only one in five CEOs feel they have a highly efficient IT infrastructure, one that’s versatile and dynamic and can adapt to the ever-changing whims of an admittedly volatile marketplace.

And Robert delivered more bad news (admittedly, he did so with a smile): 70 percent of CIOs lack proper visibility into their cloud systems, 78 percent are NOT using mobile device management, and 53 percent lack the proper automation of securing their assets.

Oh, and only one in ten feel they have the skills and capabilities they require.

Robert asked each of the IT executives about their respective environments and challenges.

Steve from AT&T observed that “cloud computing is a team game” but that “hybrid types of solutions needed to be deployed,” and he explained AT&T’s partnership with IBM had been key in this regard.

Robert with Carolina Healthcare explained in the field of medicine that “mobility has become a key differentiator” and that the new doctors coming up “expect robust information technology services” or else they’ll find someone else’s hospital to work at.

He went on to explain that Carolina had begun to use IBM’s Endpoint Manager to manage some 38,000 desktops, laptops, iPads and iPhones.

Eduardo had a different set of challenges, operating in a much more “physical” realm in using IT services to better orchestrate the cacophony of trains, cranes, and other moveable assets.  He indicated the Port of Cartagena is implementing RFID in concert with IBM Maximo technologies to better manage and move those assets efficiently around the port, and in the process, adding a layer of analytics to allow for continuous improvement of that physical instrumentation.

And Tony with Equifax got a laugh from the audience when he started by stating that “Everyone in this audience wants me to do a great job,” acknowledging the company has and must protect the information of individuals and businesses around the globe.

He suggested companies need to move beyond simply “naming the bad actors” in the security intrusion front, and instead move to “better understand those bad actor’s strategies and tactics” so they can better prioritize, respond to, and yes, even prevent those incidences from occurring in the first place, something Equifax is doing through the implementation of improved security intelligence using IBM QRadar technology.

“By having better security intelligence on the battlefield,” Tony explained, “you’re better prepared.”

“Not all assets are created equally,” he explained, speaking, of course, for Equifax, but acknowledging a much broader theme and challenge to the gathered IBM Pulse crowd.

Big Data, Big Security, Big Boxes

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There’s been some substantial “Big Data” announcements over the past week from Big Blue.

Late last week, on the heels of the public disclosure of security breaches at a number of major media organizations, including The New York Times, The Wall Street Journal, and the Washington Post, IBM announced its new “IBM Security Intelligence With Big Data” offering, which combines leading security intellignece with big data analytics capabilities for both external cyber security threats and internal risk detection and protection.

You can learn more about that offering here.

IBM is also working to make it easier for organizations to quickly adopt and deploy big data and cloud computing solutions.

Today, the company announced major advances to its PureSystems family of expert integrated systems.

Now, organizations challenged by limited IT skills and resources can quickly comb through massive volumes of data and uncover critical trends that can dramatically impact their business.

The new PureSystems models also help to remove the complexity of developing cloud-based services by making it easier to provision, deploy and manage a secure cloud environment.

Together, these moves by IBM further extend its leadership in big data and next generation computing environments such as cloud computing, while opening up new opportunities within growth markets and with organizations such as managed service providers (MSPs).

Big Data Only Getting Bigger

Across all industries and geographies, organizations of various sizes are being challenged to find simpler and faster ways to analyze massive amounts of data and better meet client needs.

According to IDC, the market for big data technology and services will reach $16.9 billion by 2015, up from $3.2 billion in 2010.1

At the same time, an IBM study found that almost three-fourths of leaders surveyed indicated their companies had piloted, adopted or substantially implemented cloud in their organizations — and 90 percent expect to have done so in three years. While the demand is high, many organizations do not have the resources or skills to embrace it.

Today’s news includes PureData System for Analytics to capitalize on big data opportunities; a smaller PureApplication System to accelerate cloud deployments for a broader range of organizations; PureApplication System on POWER7+ to ease management of transaction and analytics applications in the cloud; additional options for MSPs across the PureSystems family including flexible financing options and specific MSP Editions to support new services models; and SmartCloud Desktop Infrastructure to ease management of virtual desktop solutions.

New Systems Tuned for Big Data

The new IBM PureData System for Analytics, powered by Netezza technology, features 50 percent greater data capacity per rack3 and is able to crunch data 3x faster4, making this system a top performer, while also addressing the challenges of big data.

The IBM PureData System for Analytics is designed to assist organizations with managing more data while maintaining efficiency in the data center – a major concern for clients of all sizes.

With IBM PureData System for Analytics, physicians can analyze patient information faster and retailers can better gain insight into customer behavior. The New York Stock Exchange (NYSE) relies on PureData System for Analytics to handle an enormous volume of data in its trading systems and identify and investigate trading anomalies faster and easier.

You can learn more about these and other new PureSystems capabilities here.

To aid in the detection of stealthy threats that can hide in the increasing mounds of data, IBM recently announced IBM Security Intelligence with Big Data, combining leading security intelligence with big data analytics capabilities for both external cyber security threats and internal risk detection and prevention. IBM Security Intelligence with Big Data provides a comprehensive approach that allows security analysts to extend their analysis well beyond typical security data and to hunt for malicious cyber activity.

IBM Global SmartCamp Finals: Next Week In NYC

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IBM’s SmartCamp Global Finals are slated to be held at the Waldorf Astoria in New York City on February 7th.

The SmartCamp initiative was launched in 2010 with the goal of identifying early-stage entrepreneurs who are developing business ventures that would align with the IBM Smarter Planet vision, and give them the visibility, mentoring, and resources that only a large company like IBM can provide.

On the 7th, eight startups from around the world will compete in New York City for the title of “IBM Global Entrepreneur of the Year.”

The IBM SmartCamp Global Finals will bring together leading venture capitalists, industry experts, press, analysts, entrepreneurial organizations and academics to network and celebrate entrepreneurship.

The Global Finals will feature eight startup finalists from around the world, from Kenya to France to Singapore. The eight finalists not only come from all walks of life, but they offer a broad range of innovative solutions that all have the potential to make the planet a whole lot smarter.

Finalist HistoIndex, a startup from Singapore, has an imaging solution which will allow for earlier detection and better treatment of fibrosis.

GetWay, a big data startup from Brazil, enables any industry to precisely monitor real-time sales data in retailers spread all over a territory.

And QuintessenceLabs, from Australia, has harnessed the properties of nature as described by quantum science to fortify the protection of data in-transit, at-rest and in-use.

You can be a part of the excitement on February 7th at the SmartCamp Global Finals, where you’ll have the opportunity to network with innovators, business leaders, and experts from around the world, hear the startup finalists’ presentations, and witness the naming of a new IBM Entrepreneur of the Year.

Go here to learn more and to register to attend the event. As an FYI, I had the great privilege of helping cover the event last year in San Francisco, and recorded a video with Scott Laningham (embedded in this blog post) where I summarized what I learned.

Holiday Shopping Chatter

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If you’re interested in gaining some insights into the upcoming holiday retail madness, you need to mark your calendar.

This coming Monday, November 19th, the IBM Smarter Commerce team, in partnership with Direct Marketing News, will host a Twitter chat.

Featuring IBM’s holiday retail analytics prognosticator, Jay Henderson, IBM’s Enterprise Marketing Management Global Strategy Program Director, and Richard Feinberg, Purdue University’s Professor of Consumer Sciences and Retailing, the Twitter Chat will be held Monday from 1:00-2:00 PM EST via the #smartershopping hash tag.

Allison Schiff, web editor for Direct Marketing news, will moderate from the @DMNews handle.

The topic? Key retail holiday trends, ranging from online sales to mobile and social trends, which Jay has already predicted will become even more dominant this holiday shopping season.

No need to line up outside your Apple store, or navigate the mobs at your local Wal-Mart.

Just open up your favorite Twitter client and follow the online retail mob into the far reaches of all things holiday shopping.

Jay’s already pulled out and dusted off his holiday shopping crystal ball in a post for the IBM “Building a Smarter Planet” blog.

In it, Jay posed some key questions we might just expect to get some answers for in the coming chat, such as whether or not mobile shoppers will continue take the lead this holiday season, and whether or not they’ll expand their use of social media.

Jay also mentioned that the latest IBM Retail Online Index for Q3 showed renewed growth with overall online sales increasing by 3.1 percent over the second quarter.

But to keep those numbers growing, Jay writes that consumers will expect personalized shopping and tailored promotions this holiday season, and those retailers “who can deliver an easy, integrated and personalized shopping experience both in-store and online” will be the ones who cash in on holiday cheer this year.

Follow the conversation Monday starting at 1:00 PM EST at #smartershopping

As a prelude, check out my interview with Jay at IBM’s recent Smarter Commerce Summit in Orlando, Florida, where Jay explained how marketing is in chaos and some of the course corrections retailers can make to adapt to this rapidly-changing consumer-centric world.

Live @ Information On Demand 2012: A Q&A With Nate Silver On The Promise Of Prediction

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Day 3 at Information On Demand 2012.

The suggestion to “Think Big” continued, so Scott Laningham and I sat down very early this morning with Nate Silver, blogger and author of the now New York Times bestseller, “The Signal and the Noise” (You can read the review of the book in the Times here).

Nate, who is a youngish 34, has become our leading statistician through his innovative analyses of political polling, but made his original name by building a widely acclaimed baseball statistical analysis system called “PECOTA.”

Today, Nate runs the award-winning political website FiveThirtyEight.com, which is now published in The New York Times and which has made Nate the public face of statistical analysis and political forecasting.

In his book, the full title of which is “The Signal and The Noise: Why Most Predictions Fail — But Some Don’t,” Silver explores how data-based predictions underpin a growing sector of critical fields, from political polling to weather forecasting to the stock market to chess to the war on terror.

In the book, Nate poses some key questions, including what kind of predictions can we trust, and are the “predicters” using reliable methods? Also, what sorts of things can, and cannot, be predicted?

In our conversation in the greenroom just prior to his keynote at Information On Demand 2012 earlier today, Scott and I probed along a number of these vectors, asking Nate about the importance of prediction in Big Data, statistical influence on sports and player predictions (a la “Moneyball”), how large organizations can improve their predictive capabilities, and much more.

It was a refreshing and eye-opening interview, and I hope you enjoy watching it as much as Scott and I enjoyed conducting it!

Live @ Information On Demand 2012: Analyze This

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Jason Silva explains to the gathered IBM Information On Demand 2012 his utopic vision of a technology-rich future, one where everything is connected to everything else.

Techno DJ futurist Jason Silva (formerly of Al Gore’s Current TV) kicked off the Information On Demand 2012 event here at the Mandalay Bay Arena by telling us all to “Think Big.”

Though I’d known this was the conference theme, I didn’t realize how big big was until the small, but limber, Silva gave his big presentation.

As he kickstarted the event with a blend of hyper animations and visualizations reeling behind him on a huge video screen in post-MTV fashion, I wanted to stop him and explain that to talk about big things so rapidly would allow a lot of his big ideas to disappear into the ether and to just slow downnnnn.

Jason’s look at the big picture was an interesting one, wherein he described a world that was “hyperconnected,” where we extended sensors into everything…on planes, bridges…even our conference IDs for IOD!

But Silva’s utopian vision could easily merge into a dystopia, if proffered without regard to some of the more realistic and mundane issues presented in a Big Data universe.

Small, and petty human concerns like agendas, and greed, and lack of privacy, and bias, and the other nasty little buggers which make us human.

So, though I wanted to go along with Silva’s optimistic joy ride snowblind to those considerations, someone has to be the buzz kill at this emerging Big Data party and explain there are some very real and concerning issues that will need to be dealt with, none of which Silva seemed even to allude to.

Steve Mills explains to the Information On Demand 2012 press conference Monday morning how economics has made big data not only possible, but inevitable.

But, as techno joy rides go, his was fun even as it went by in the blink of an eye.

Once he blinked, it was IBM Software vice president Robert LeBlanc who really set the stage for the week’s tidings, explaining to the gathered audience of 12,000+ in the Mandalay Bay arena how smarter analytics would be required in the new era of computing.

As always, Leblanc started with some facts: Like how Big Analytics is what’s driving innovation and market growth in IBM’s recent CTO study.

How “technology factors” has risen to the top of the CEO agenda as the number one issue during the study’s last six years.

And how it’s no matter what part of the world you inhabit or what industry you’re in…all and everywhere will be impacted by the need for smarter analytics.  This kind of transformational change is a movie we’ve seen before, first with transaction processing in the 1960s, with Internet-enabled e-business in the mid-1990s, and now, the move towards analytics becoming foundational to computing.

Two IBM customers provided two very different, yet compelling, views into this future, one they’re each already living.

ConocoPhillips principal scientist Dr. Phil Anno explained how his organization is utilizing big data analysis to maximize the economic performance of petroleum extraction in the Arctic (and prevent damage to their drilling rigs by shifting ice flows!)

Keith Figlioli, senior VP with Premier, a U.S.-based healthcare IT provider, explained how they’re using IBM technologies to drive substantial costs out of the U.S. healthcare system (he explained that 30 cents on every dollar is wasted on unneeded care and fraud in the U.S.)

Also in the opening general session, we heard from Inhi Cho Suh, VP of Information Management at IBM, who gave an excellent, if quick, summary of the three PureData systems options.

Deepak Advani, who gave an excellent flyover of how big data analytics is bringing about the rapid integration of structured and unstructured data, also highlighted www.analyticszone.com, where you can download some free tools for conducting your own personal analytics.

As the general session concluded, I scooted on over to the day one press conference, where I heard some opening comments from IBM senior vice president Steve Mills.

Mills explained how IT economics laid the red carpet for big data, that it wouldn’t have been possible had the economics of hardware, in particular, been driven down to such an affordable level so as to enable these higher performing systems required for big data analytics.

Mills also highlighted the fact that smarter analytics is a delivery of the real promise of information technology, that now customers are “buying outcomes, and time to value,” as opposed to systems and processes, and that it made sense for them to invest in such projects.

More on the actual announcements as details emerge…

Live @ IBM Smarter Commerce Global Summit Orlando: IBM’s Jay Henderson On The IBM Holiday Benchmark Online Shopping Analysis

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Jay leads product strategy within IBM’s Cross-Channel Marketing team. His team is responsible for market analysis, customer insight, and industry marketing functions. He came to IBM through its acquisition of Unica, and has over fifteen years’experience in multi-channel marketing and customer analytics. Previously, he served in various marketing roles at predictive analytics leader SPSS (also part of IBM), web analytics pioneer NetGenesis, and management consulting firm Cambridge Technology Group. Jay holds degrees from MIT’s Sloan School of Management and the Sorbonne (Paris IV).

Jay Henderson has been there, done that, and got the t-shirt when it comes to marketing analytics…one he probably bought online.

Currently the strategy program director at IBM Cross-Channel Marketing, Jay’s team is responsible for market analysis, customer insight, and industry marketing functions, and I had the privilege of sitting down with Jay last week at the IBM Smarter Commerce Global Summit to talk many things analytics.

Jay’s heritage pre-dates his tenure at IBM, joining Big Blue through its acquisition of Unica.

Jay has over fifteen years’ experience in multi-channel marketing and customer analytics, and prior to joining Unica, he ran marketing for text mining pioneer ClearForest, the technology from which was later acquired by Thomson Reuters.

Jay’s most recent claim to fame has been the preparation of the IBM “Holiday Benchmark,” a near real-time analysis of the e-commerce retail activity during the annual holiday shopping season.

If you want the inside skinny on Black Friday, Cyber Monday, and other key shopping inflection points, the IBM Holiday Benchmark provides some excellent benchmark statistics. During our chat, Jay also made some news when he revealed that IBM is also going to be issuing soon some new reports, including a “back to school” retail analysis.

So, wanna know about major trends in the e-commerce realm? Watch the interview with Jay and find out!

IBM’s Combination Of Social & Analytics = Social ROI

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The embedded experience of the news feed in IBM Connections, also known as an activity stream, allows employees from any department inside an organization to explore structured and unstructured data such as Twitter feeds, Facebook posts, weather data, videos, log files, SAP applications, electronically sign documents, and quickly act on the data as part of their everyday work experience.

Big news today from IBM re: social analytics, and for some key customer wins on the social business front.

First, to the news about social analytics. Today, IBM unveiled new software and services that bring the power of big data analytics into the hands of a social savvy workforce anytime, anywhere.

With this new capability, organizations will be able to apply analytics to their social business efforts, allowing them to gain actionable insight on information generated in social networks and put it to work in real-time.

IBM’s Lead In Social Business

Today, more than 60 percent of the Fortune 100 have licensed IBM social software to activate their workforce to improve productivity, and gain insight on data to anticipate individual customers needs.

IBM’s leadership role in analytics has been established through a thoughtful strategy that required the expansion of R&D, acquisition and business initiatives across its hardware software and services portfolio.

As part of today’s news, IBM announced the availability of its industry-leading social software platform, IBM Connections.

IBM Connections incorporates sophisticated analytics capabilities, real-time data monitoring, and faster collaborative networks both inside and outside the organization, whether on premise, in the IBM SmartCloud or using a broad range of mobile devices.

You can check out a demo here.

IBM Customers Becoming More Social

IBM also announced today that leading companies around the globe, including Bayer MaterialScience, Colgate-Palmolive Company, LeasePlan, Primerica and Teach for America, are using its social software to achieve real returns on their social business investments.

The rise of social media is prompting business leaders, from the CMO to the chief HR officer to the CIO, to evaluate how to create opportunities that drive business transformation through the use of social technology, creating real business value.

At the same time, business leaders lack the tools to gain insight into the enormous stream of information and use it in a meaningful way. According to IBM’s CEO Study, today only 16 percent of CEOs are using social business platforms to connect with customers, but that number is poised to spike to 57 percent within the next three to five years.

Do you want to know what becoming a social business can do for your company? This video will help you understand how you can create exceptional customer experiences and a smarter workforce to empower your business. Find out how you can compete with — and win against — the world’s best by giving customers what they want. You can view the video here: http://bit.ly/SASGdi

A recent IBM study of more than 1,700 chief marketing officers reveals 82 percent plan to increase their use of social media over the next three to five years.

“To truly realize the full potential of a social business, leaders need to empower a company’s most vital asset — the information being generated from its people,” said Alistair Rennie, general manager, social business, IBM. “Now is the time for business leaders to embed social into their key business processes to shift their business from the era of ‘liking’ to ‘leading’.”

Social ROI

Today, more than 60 percent of the Fortune 100 have licensed IBM social software. There is strong demand for IBM’s social business platform in regulated industries, with 41 percent of Connections 4 beta participants in banking, finance and healthcare institutions.

Primerica, a leading distributor of financial products in North America, will utilize Connections and WebSphere Portal, to transform how its agents engage with its 2.3 million policy holders on the fly, to provide increased value for its customers.

The company plans to use social business software to improve the overall client experience, drive competitive edge and stay on the forefront of innovation in the financial services industry.  You can read more details on Primerica’s adoption of IBM social software here.

And in the video at the bottom of this post, you can check out my interview with Digital Influence Group’s Glenn Engler about the challenges and opportunities for social media in heavily regulated industries.

Expanding IBM Social Capabilities In Key Growth Markets

To support the burgeoning demand for social business solutions in growth markets, in the fourth quarter of 2012 IBM will open two social business customer support centers to serve IBM’s Asia-Pacific and Latin American clients.

Located in Manilla, the Philippines, and Sao Paolo, Brazil, these centers will support the rapid adoption of social business tools in these growth markets. The Philippines and Brazil centers join a roster of IBM social business centers in North America, Dublin, Japan, China and India.

IBM’s growing business partner network of more than 39,000 business partners are also bringing new, cutting-edge capabilities to IBM’s social platform every day in areas including gamification, video, compliance, project management and mobility.

For example, Actiance provides leading compliance capabilities to thousands of organizations globally, SugarCRM helps sellers use social networking and analytics for effective selling, and Bunchball provides gamification capabilities to IBM Connections.

Making New Connections With IBM Connections Social Software

IBM Connections, a cornerstone of IBM’s social platform, is available on premise, in the cloud, and on a broad range of mobile devices.

IBM Connections integrates activity streams, calendaring, wikis, blogs, a new email capability, and more, and flags relevant data for action. It allows for instant collaboration with one simple click and the ability to build social, secure communities both inside and outside the organization to increase customer loyalty and speed business results.

The new Connections mail capability provides simplified access to email within the context of the social networking environment.

Empowering Your Employees

The new capabilities empower employees from every line of business, such as marketing, human resources and development to gain actionable insight into the information being generated in their social networks.

For example, the Connections landing page features a single location that allows users to view and interact with content from any third party solution through a social interface, right alongside their company’s content, including email and calendar.

The embedded experience of the news feed, also known as an activity stream, allows employees from any department inside an organization to explore structured and unstructured data such as Twitter feeds, Facebook posts, weather data, videos, log files, SAP applications, electronically sign documents, and quickly act on the data as part of their everyday work experience.

To learn more about IBM’s social business initiative, participate in a simulcast on September 13, 2012 at 1 PM ET at bit.ly/Pn9sqd or sign-up to attend IBM’s Connect conference in January 2013.

For more information, please visit www.ibm.com/press/socialbusiness.

IBM blogger and tech evangelist Todd “Turbo” Watson interviews Digital Influence Group CEO Glenn Engler at SXSW Interactive 2012 about the opportunities and challenges of social media for heavily regulated industries.

IBM Business Analytics: Preventing Fraud, Predicting Profits

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Scott Laningham and I are starting to think about repacking our suitcases and preparing to head back out on the road, this time across the pond to Madrid for the IBM Smarter Commerce Global Summit May 22-24.

In Madrid, we expect to hear quite a bit about IBM’s investment in the analytics space, but that doesn’t mean we have to wait to visit the Prado to relate some interesting details about business analytics.

Specifically, predictive analytics that can help companies across the span of industries to prevent fraud.

Here’s a sound byte you may not have yet heard: Did you know that insurance fraud has reached an estimated $80 billion per year in the U.S. alone??

And in South Africa, the rate of short-term insurance fraud is about 15 percent of all premium costs.

And yet, we’ve also found that organizations that effectively apply predictive analytics are 2.2 times more likely to outperform their peers.

One such client of IBM is Santam, South Africa’s leading short term insurance company, which has saved $2.4 million on fraudulent claims in the first four months of using IBM business analytics software.

This new analytics solution has not only enhanced Santam’s fraud detection capabilities, however — it has also enabled faster payouts for legitimate claims.

In partnering with IBM, Santam’s claims division developed a new operating model for processing claims, depending on varying risk levels. IBM’s predictive analytics software has enabled Santam to automatically assess if there is any fraud risk associated with incoming claims and allows the insurer to distribute claims to the appropriate processing channel for immediate settlement or further investigation, which in turn optimizes Santam’s operational efficiency.

In turn, Santam is able to reduce the number of claims that need to be assessed by mobile operatives visiting the customer or claim site, resulting in further considerable cost savings for the company.

IBM: Investing In Analytics, Predicting Results

In the last five years, IBM has invested more than $14 billion in acquisitions. With investments in SPSS, Clarity, OpenPages, i2 and Algorithmics, and others, IBM is building business analytics solutions providing clients with capabilities for managing fraud, risk and threat. In addition, IBM has assembled almost 9,000 dedicated analytics consultants with industry expertise, and created a network of eight global analytics solution centers.

The Santam project also illustrates IBM’s leadership in analytics in Africa. IBM is also actively laying the foundations for a major presence throughout the African continent, with offices in more than 20 African countries, where the company is assisting businesses and governments in building strategies, expertise, solutions, frameworks and operating procedures to help improve performance.

You can learn more about Santam here, and their new predictive analytics solution in the video below.  You can learn more about IBM business analytics solutions here.

IBM To Acquire Mobile Analytics Provider TeaLeaf Technology

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IBM yesterday announced a definitive agreement to acquire Tealeaf Technology, Inc., a leading provider of customer experience analytics software that helps organizations to gain intelligence and react more swiftly to consumer trends in today’s digitally transformed marketplace.

Financial details were not disclosed. The acquisition is subject to customary closing conditions and regulatory clearance and is expected to close in the second quarter of 2012.

The need to deliver a seamless mobile experience has become increasingly critical to CMOs with global online commerce expected to hit $1 trillion by 2014 and mobile commerce $200 billion by 2015.  Organizations today are struggling to meet the demands created by the rapidly shifting buying patterns of their customers, who increasingly turn to online, social and mobile channels to gather information, make purchases and receive services.

This new digital marketplace requires companies to be highly responsive to their customers’ behaviors in order to both compete and grow. The opportunity to better understand a customer’s experience on websites and mobile devices presents a major competitive advantage for businesses.

Mobile Analytics On The Go

With this agreement, IBM extends its Smarter Commerce initiative by adding qualitative analytics capabilities that provide chief marketing officers (CMOs), e-commerce and customer service professionals with real-time and automated insights into online customer buying experiences across online and mobile devices.

As a result, organizations can gain actionable insight that allows them to improve customer support, transform site usability, tailor marketing campaigns and increase online conversion rates.

Tealeaf provides a full suite of customer experience management software, which records and analyzes a customer’s website and mobile interactions. As a result, marketers can spot patterns and address issues in website and mobile application design and provide a more streamlined online customer experience that leads to improved revenue, customer satisfaction, customer service productivity, and profitability.

TeaLeaf: Over 450 Customers Worldwide

Tealeaf has over 450 customers worldwide including 30 of the Fortune 100 companies. These customers are predominantly in financial services, travel, retail and communications services. Current clients include: Dell, Wells Fargo, Air Canada, GEICO, Orbitz, Crate & Barrel, Neiman Marcus, Expedia, Zappos, ING Direct, Best Buy, DirecTV, McKesson and StubHub.

Tealeaf will extend IBM’s leadership in Smarter Commerce by giving companies qualitative web and digital analytics capabilities, allowing them to capture and replay a customer’s web and mobile interactions to provide a more granular and richer view of a customer’s experience.

This insightful view helps marketers answer the question of “why” customers interact as they do and thus provide a more optimized online customer experience leading to improved revenue, customer satisfaction, customer service productivity and profitability.

Tealeaf is based in San Francisco, California with additional offices in Europe.

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