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W. Scott Spangler
IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120 (email: spangles@almaden.ibm.com; ph. 408-927-2887)
Scott Spangler is a Senior Technical Staff Member who has been doing knowledge base and data mining research for the past 20 years–since 1996 at the IBM Research Lab and previously at the General Motors Technical Center, where he won the prestigious “Boss” Kettering award (1992) for technical achievement. He currently works in IBM Almaden Services Research, where he designs and implements new methodologies for data visualization and text mining. Mr. Spangler holds a B.S. degree in math from the Massachusetts Institute of Technology and an M.A. in computer science from the University of Texas.
Jeffrey T. Kreulen
IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120 (email: kreulen@almaden.ibm.com)
Dr. Kreulen is Senior Manager of Services Oriented Technologies and Senior Technical Staff Member at the IBM Almaden Research Center. He holds a B.S. degree in applied mathematics (computer science) from Carnegie-Mellon University, and an M.S. degree in electrical engineering and a Ph.D. in computer engineering from Pennsylvania State University. Since joining IBM in 1992, he has worked on multiprocessor systems design and verification, operating systems, systems management, web-based service delivery, integrated text and data analysis, and the science of services.
| Preface | p. xv |
| Acknowledgements | p. xx |
| Introduction | p. 1 |
| Mining Customer Interactions | p. 21 |
| Mining the Voice of the Customer | p. 71 |
| Mining the Voice of the Employee | p. 93 |
| Mining to Improve Innovation | p. 111 |
| Mining to See the Future | p. 133 |
| Future Applications | p. 163 |
| The IBM Unstructured Information Modeler Users Manual | p. 171 |
| Table of Contents provided by Publisher. All Rights Reserved. |
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