Dr. Steven Ballou is the director of the Research Hub for the Institute of Business Value (IBV) within IBM Global Services. He brings more than 20 years of research and analysis experience to bear on client research engagements to ensure their validity and accuracy.
As a lecturer and teacher he brings that experience to bear when leading the Customer Experience Management course.
Dr. Ballou is a leader in the field of psychometrics and multivariate statistical analyses in the applied field of marketing research, focusing his work in the area of multidimensional segmentation, predictive modeling and structural equation modeling.
He joined IBM in 2000 and is a member of the Sensing in an Adaptive Enterprise Project for the IBM Academy.
At IBM, he has directed the research methodology and overseen all analysis on a wide range of IBM engagements, including:
- New product innovation study for a major West Coast utility
- Nationwide brand study for a leading women's service magazine
- Segmentation studies for an on-line consumer market for an on-line benefits outsourcing company as well as a major supplier of heavy equipment
- Detailed analysis of the form, function and content of the Web site of a major national sports association
As lead research methodologist with an international management and marketing consulting firm, he refined and expanded the firm's intellectual property and performed all multivariate analyses for client projects.
He played an integral role in client services, providing consultants with the detailed analysis necessary to present clients with strategic marketing direction.
Dr. Ballou completed his undergraduate studies in history and psychology at the University of Alabama. He earned a MA in psychology and statistical analysis, and a PhD in cognitive psychology and research methodology at Indiana University in Bloomington, Indiana.
Faculty Publications
- CRM Done Right, IBM Publication