IBM has launched a Customer Experience Lab that integrates "mobile, social, cloud, Big Data and advanced analytics" with an emphasis on customer insight and engagement as well as employee engagement, writes Erika Morphy. The tools allow clients to do such things as create a persona based on a customer's tweets. "Once we get a sense of someone's personality, likes and dislikes, we can tailor outreach to the individual level in real time," says Vice President Nguyen Strattner.

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