IBM Client Experience JAM

Visualizing a Global Conversation

In March 2013, IBM launched one of its largest internal collaboration events: the Client Experience JAM. Thousands of IBM employees from around the world came together to discuss and share ideas on how to create the best experiences for their clients.

The Challenge

How do you make sense of 128,000 comments generated by a quarter million participants across four days? The sheer scale of the data made traditional analysis impossible. We needed a way to reveal patterns, identify themes, and showcase the truly global nature of this collaborative effort.

The Visualization

The visualization beautifully portrays how truly massive and representative the Client Experience JAM was as a global event. The data can be broken down and studied by line of business, country, function, or even the number of years with IBM of the colleague who posted the comment.

This multi-dimensional approach allowed leadership to understand not just what was being said, but who was saying it and how different perspectives varied across the organization. The result was a powerful tool for transforming raw conversation data into actionable insights about client experience.

Impact

The visualization served as both an analytical tool and a celebration of IBM's collaborative culture. By making the invisible visible, we helped the organization understand the collective intelligence of its workforce and identify the most promising ideas for improving client experience.