IBM's Watson supercomputer is being employed as an "Engagement Advisor" to translate Big Data into information useful to customer-facing employees for companies such as ANZ, Celcom, IHS, Nielsen and Royal Bank of Canada. "Customers are saying, 'I'm sharing more with you, but I'm getting less service from you.' [Watson] can sit in the hands of the customer through a mobile phone or tablet or used by a customer associate -- both modes of interaction," says Manoj Saxena, general manager of the Watson Solutions group.

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