“Readjustment is a private revolution. Each time you learn something new, you must readjust the whole framework of your knowledge.” Eleanor Roosevelt, You Learn by Living.
IBM has had a Customer Success Management (CSM) Organization for the past 5 years. I’ve led it globally for the past 2 years. Mid 2020 we needed to study the design. Our software business accelerated to containers running on IBM Red Hat OpenShift with a subscription-based business model. While it’s not “SaaS”, the CSM motion of ensuring customers are using and getting value from this software works the same way. My GM and I…
GROW with Male Allies and Advocates
2020 International Women’s Month
IBM has had a rich history of supporting women in the workplace and career growth. Here are a few notable highlights of our commitment to women and diversity:
· 1899, we hired our first woman and African American employees
· 1935, Thomas Watson declares for women equal pay for equal work
· 1943, Ruth Leach was hired as our first woman VP
· 1984, Non-discrimination on the basis of sexual orientation
· 2012, Ginny Rometty was appointed our first woman CEO
Gender equality didn’t have to start with policy here (remember the Civil Rights Act was…
GROWing in IBM Cloud and Cognitive Software
IBM has had a rich history of supporting women in the workplace and career growth. Here are a few notable highlights of our commitment to women and diversity:
· 1899, we hired our first woman and African American employees
· 1935, Thomas Watson declares for women equal pay for equal work
· 1943, Ruth Leach was hired as our first woman VP
· 1984, Non-discrimination on the basis of sexual orientation
· 2012, Ginny Rometty was appointed our first woman CEO
Decade after decade, we’ve made advances. We stayed committed to supporting women…
Five things I’ve learned leading a Customer Success Organization
Customer Success is enabling customers to achieve continuous business outcomes through the use of your solutions and services. There are many functions in an organization that help customers realize outcomes including Sales, Services, and Customer Success Managers.
In May 2019, Gainsight released a report backed by LinkedIn data that found the Customer Success Profession is growing at 736% since 2015 and is among the top 10 fastest growing professions. This is especially true in the Software and IT industry due to Subscription and SaaS based businesses. A Customer Success Manager (CSM)…
My Journey to AI
As Chief Digital Officer for IBM Cloud and Cognitive Software, I’m in a unique situation. I work with an incredibly smart team who take our software offerings and digitize the discovery, engagement, purchase, and adoption experience. At the same time, I get to work with customers on their Journey to AI helping them collect, organize, and analyze data to infuse AI into their business. I meet with CDOs (Chief Digital Officers and Chief Data Officers) asking how IBM is helping customers democratize data, govern data, and deliver self service empowerment. All of this is to lay…
Think about the last time you went to the airport. Did you hit the self service kiosk or did you visit the agent at the travel desk? When you did your weekly grocery shopping did you walk aisle by aisle or did you use self service, online shopping and checkout? What about the last time you interacted with your cell phone provider: did you use the self service help / chat or did you dial a phone number? We’re living in the self service economy. We’re a generation where expectations of self service are the norm rather than the exception…
It’s always a negotiation at dinner on fruit and vegetables. “Jaxon, if you eat three pieces of broccoli, three carrots, and five apple slices, you can have that brownie for dessert.” Jaxon protests, “No deal. Two pieces of broccoli, two carrots, two apple slices — with peanut butter.” Me relenting because it’s 7:00 PM, some vegetables are better than none, and I want to get on with dinner and get these kids in bed. “Fine, but I want all of this eaten in five minutes — and don’t give any of it to Roxie.” (Roxie is the dog.)
I watched…
Last Saturday, my dental hygienist talked me into going off the beaten path for some trail running at Umstead Park. I’m the type of runner who sticks to treadmills and a straight outdoor trail. Very predictable. No map. No need for breadcrumbs to get me back to my car. But I hit Umstead for an adventure. As I hit mile 1.8, 3 NC State college kids stopped me to ask me how far “back” the parking lot was. I looked at my iWatch and proudly said 1.8 miles. That got me thinking about the “physical world” of park maps, compasses…
By now, I hope you’ve had a chance to read through the differences between AI, Machine Learning, and Deep Learning and have seen what IBM has to offer our clients in this space. IBM has received accolades and recognition for the innovation, share and leadership. Let’s hit a few.
· In August 2017, IDC named IBM the leader in WW AI Software Platforms for it’s continued expansion in the market including clients such as H&R Block and Salesforce adopting Watson Services, new versions of Conversations and Virtual Agent, and simplified pricing. Read more here.
· Enterprise API named IBM Conversation…
In my last post, I went through the differences between AI, Machine Learning, and Deep Learning — the “Big 3.” Now, I’ll talk about IBM’s offerings, their differentiation, and what clients are doing with each.
Artificial Intelligence (AI): Watson Discovery, Conversation, and Extend
AI is the superset of the “Big 3.” Simply put, a computer simulates a task by learning how to do it. When you hear AI or cognitive in the broadest sense, think of IBM Watson APIs for developers or Watson Business solutions. They differ from Machine Learning in that someone (the Watson development team) already built and…
Janine Sneed
Janine is the VP of Customer Success at IBM
