Mobile internet customers targeted by software giant

IBM has unveiled a new software programme designed to help reinvent the way businesses and organisations interact with consumers on the Internet through mobile devices.

The software, the IBM Customer Experience Suite, features analytics, social software and commerce programmes to help organisations create dynamic and interactive web experiences to target consumers and increase brand loyalty.

According to IBM the software features analytics, social networking, web content management, portal, mashups, and mobile capabilities enabling organizations to increase their ability to attract and retain customers, personalise advertising and marketing, and enhance overall customer loyalty. The new software also allows organisations to create highly customised interactions by analysing and then adapting to the preferences, behaviours and buying patterns of users as well as the device, user location, and sentiments of each visitor.

The IBM Customer Experience Suite helps organisations better understand and influence visitors through customised, engaging experiences using blogs, chat forums, videos, and mobile functionality. It supports conversations with and between users through online communities and allows business owners to manage the creation and delivery of content, rich media, campaigns, and surveys delivered through multiple channels.

Lufthansa currently has a Web site supporting multiple brands, including Lufthansa.com, WeFlyHome.com and Miles-and-More.com. Its Web site supports important service functions such as online ticket sales and check-in. The underlying IT solution supports more than two billion page impressions, 16.000 check-in transactions and in average a ticket booking every ten seconds. Now Lufthansa is working with IBM to improve its Web presence to reach more airline passengers over the next several years.

"Working with IBM on improving our site Lufthansa.com has made us more competitive and has led to significant operating cost reductions. As a result, we have renewed our contract with IBM and will continue to improve our Web presence together for the next several years," said Gunter Friedrich, vice president, Information Management and Sales Processes, Lufthansa Passenger Airline.

"Collaboration and social software have the power to transform an organisation's Web presence reinventing how they relate to their customers on the Web," said Alistair Rennie, general manager, IBM Collaboration Software. "We are aligning the breadth of IBM capabilities to help our customers embrace the Web as their primary channel for customer engagement."