The deal gives IBM access to Twitter’s vast trove of user data, which will be accessible through Watson Analytics, and BlueMix, IBM’s cloud space for apps. The intention is to make Twitter data, and the Twitter platform, an integral part of new apps being developed through IBM, while offering IBM clients the opportunity to integrate Twitter data with their own internal business analyses.
Going much deeper than simple hashtag tracking or analysis of customer geolocation data, IBM hopes to create value from the analysis of large and small trends alike, tracked through customer behavior on Twitter, and matched with key indicators in internal company data.
What implications do this major partnership have for Social Customer Service? More developments in software that helps brands and companies understand their customers better, seems like a natural win. Imagine being able to understand more about your customers, as individuals, at a glance, thanks to the data they’ve provided to Twitter. We’ll stay tuned to see how the partnership develops.