IBM Customer Analytics Webinars

Monthly webinar series: Maximizing the value of Customer Analytics


Join us for our monthly webinar series and learn how to squeeze maximum value from customer and social media analytics. Hear from third party analysts, subject matter experts, customers, on how customer analytics unlock insights that win customers and grow your business.

Featured Webinars

Marketing performance accountability – evolving from campaign to customer-centric perspectives
Event Date: Wednesday, April 9, 2014 at 1:00 PM ET

Today’s empowered consumers are outrunning traditional marketing campaigns and behaving in an entirely non-linear fashion, creating their own unique buyer’s journey. Working to understand this new environment, marketers find themselves looking for ways to address major challenges such as performance transparency, ROI accountability and demonstrating the effectiveness of a new approach.

Leading marketers are identifying key ways to evolve their strategies in response to empowered customers. They’re incorporating insights from new ‘customer-centric’ metrics of success in parallel with established marketing KPIs.

Join our guest Cory Munchbach of Forrester Research and Catherine Frye of IBM as they discuss:

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Deliver the Next Generation of Customer Engagement Using Analytics
Event Date: Wednesday, October 16, 2013 at 1:00 PM ET


Customer interactions now happen across multiple channels and devices, and increasingly empowered consumers expect instant responses that are relevant, contextual, personalized and consistent – no matter which channel they use.

While consumers are willing to spend more in return for good customer service, they are quicker to leave for a competitor if they have a bad experience. Reacting to unsatisfied customers is no longer sufficient; organizations must provide proactive customer service that not only delivers information and answers to issues, but delivers targeted cross-sell and up-sell offers, and even proactively intervenes at early signs of dissatisfaction or defection.

By instituting an analytics-driven approach, organizations can build long-term customer relationships that drive customer loyalty and business results - one interaction, one decision at a time.

Learn how to empower customer service to deliver the best possible outcome from each interaction – moving from reporting on performance metrics to:

Join expert Richard Snow, VP & Research Director at Ventana Research, and Catherine Frye, Solutions Manager for CMO and Marketing Agenda, IBM Business Analytics.

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A new analytics landscape drives smarter decisions at Point Defiance Zoo & Aquarium
Event date: Wednesday, September 25, 2013 at 1:00 PM ET

Point Defiance Zoo & Aquarium (PDZA) is the only combined zoo and aquarium in the Pacific Northwest. With just 80 full-time employees, the zoo is one of the top tourist destinations in Pierce County, Washington, attracting more than 600,000 visitors a year.

Every day, customer visits generate millions of data points providing rich detail on exhibits, special event preferences and operational issues that may need addressed. Additionally, social media channels, such as Facebook and twitter, providing customer experience feedback from visitor likes and dislikes. PDZA wanted to continue to improve the customer experience and optimize operational efficiency. A partnership with IBM Business Partner, BrightStar Partners, yielded a new analytics landscape, creating the ability to recognize problems and respond rapidly to maintain a high level of customer service.

Learn how IBM Business Partner, BrightStar Partners, and PDZA leveraged IBM Business Analytics to:

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A Marketer’s Guide To Customer Analytics: People, Processes & Technology
Event Date: Wednesday, July 24, 2013 at 1:00 PM ET

The onslaught of big data and the analytics necessary to make sense of it have fundamentally changed the marketing landscape forever. Marketers new to analytics are asking, ‘where do we begin?’, while more mature adopters are wondering, ‘what should we do next to continually grow incremental value?’ An effective customer analytics strategy requires the right talent, data-driven processes and cutting edge technology to harness big data into actionable opportunities for organizations. Equipped with these critical components, organizations at all stages of the analytics maturity spectrum can grow customer value and loyalty while driving true business results.
Attend this webinar featuring Srividya Sridharan, Customer Insights Analyst at Forrester Research, and Marygrace Bateman, Market Manager at IBM, to learn how your organization should be leveraging the people, processes and technology necessary to drive an effective customer analytics strategy:

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United Stationers Uses Smarter Marketing to Drive Customer Value
Event Date: Wednesday, June 26, 2013 at 1:00 PM ET
United Stationers Inc., a leading North America wholesale distributor of business products, enables its more than 25,000 resellers to efficiently respond to millions of consumer demands. Utilizing IBM Business Analytics, United Stationers helps resellers execute smarter marketing campaigns by increasing response rates, decreasing mailing costs and retaining customers at-risk for defection. By turning data into actionable, predictive insight through statistical analysis, United Stationers empowers its resellers to get closer to their customers with more effective targeting.

Join John Hassman, Director of Marketing Analytics at United Stationers, and Marygrace Bateman, Market Manager at IBM, to learn how the organization employs analytics to help resellers:

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5 Steps to Nurture Customer Loyalty and Increase Profitability - Now
Event Date: Wednesday, May 8, 2013 at 1 PM ET
In today's competitive marketplace, building long lasting relationships with customers is key to increasing customer lifetime value, satisfaction and advocacy. By leveraging customer analytics, organizations move from reacting to proactively reaching out to customers to ensure satisfaction and recurring business. Join us to learn about the the 5 key strategies to enhance customer loyalty.

Helena Schwenk
Principal Analyst, Analytics and Information Management, MWD Advisors
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Marygrace Bateman
Market Manager, IBM

The ROI of Social Media is Social Media Analytics Applied
Now available on demand
Join us to learn how to leverage social media and drive actionable insights that will apply to many facets of your business. Hear how to use social media analytics across Marketing, Sales and Customer Service.

Dr. Leslie Ament
SVP of Research & Principal Analyst, Hypatia Research Group

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Ed Burek
Product Marketing Manager, IBM

Driving Relevant Business Insights from Social Media
Now available on demand
Social media can provide rich customer, employee and partner feedback to show how markets are evolving. The challenge is to use an analysis approach and metrics that are aligned with your company's goals. Join us to learn about how to create a Social Media Analytics framework that will help you leverage social media data.

Ed Burek
Senior Marketing Manager, IBM
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Emily Rosenblatt, PhD
Advanced Analytics Consultant, IBM

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