Your SlideShare is downloading. ×

20110919 ibm ces

381

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
381
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. IBM Software Group Exceptional Web Experiences The IBM Customer Experience Suite1 © 20112009 IBM Corporation © IBM Corporation
  • 2. IBM Software GroupAgenda for today “Real Life” Customer Experience Suite Customer Focus is paramount IBM vision for Exceptional Web Experience IBM Customer Experience © 2011 IBM Corporation
  • 3. IBM Software GroupCustomers that trusted their business on us.. Q2- 2011 IBM Customer Experience © 2011 IBM Corporation
  • 4. IBM Software GroupFacts about Customer Experience  96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services  55% of customers would pay extra to guarantee a better service – Defaqto research  A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company  An average company loses between 10 – 30% of its customers annually – McKinsey  The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics  90% of North American firms view customer experience as important or critical to 2010 plans. 80% of firms would like to use customer experience as a form of differentiation. – Forrester’s: The State of Customer Experience 2010. http://www.returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ IBM Customer Experience © 2011 IBM Corporation
  • 5. IBM Software Group 2009 2010 - beyondIBM Customer Experience © 2011 IBM Corporation
  • 6. IBM Software Group Customer Focus is CEO Imperative and more important than ever 2010 IBM Global CEO Study High-performing companies capitalize on complexity in three ways... “Getting closer to Customers” is the single most important theme. Engage customers in new ways that increase interest and loyalty to generate demand and revenue sources Better understand customer needs and involve customers more effectively and directly in product and service developmentIBM.com/CEOStudy Exploit the information explosion to hear the voice of your customer through the vast amounts of data, understand it , and act. © 2011 IBM Corporation
  • 7. IBM Software Group Customer Web Experience Elements Are Key 2010 IBM Global CEO Study High-performing companies capitalize on complexity in three ways... “Getting closer to Customers” is the Web Platform single most important theme. Engage customers in new ways that increase interest and loyalty to generate demand and revenue sources Social Web 2.0 Better understand customer needs and involve customers more effectively Analytics and directly in product and service developmentIBM.com/CEOStudy Exploit the information explosion to hear the voice of your customer Social Web 2.0 through the vast amounts of data, understand it , and act. © 2011 IBM Corporation
  • 8. IBM Software GroupRetaining Customers A Priority across industries “A focus on customers at the top of the list is usual. This year, the "existing customers" imperative is a higher priority than "attracting new customers." Source: Gartner, Inc. Gartner CEO and Senior Business Executive Survey, 2010: Anticipating the Post-Recession Landscape 19 March 2010 8 IBM Customer Experience © 2011 IBM Corporation
  • 9. IBM Software GroupThe new Social World it’s all about end user participation..An Increasingly Social World Means Exceptional Customer ExperiencesMatter More Than Ever... 90% of consumers online 90% of consumers online trust recommendations trust recommendations from people they know; In a recent study, 81 In a recent study, 81 from people they know; percent of 70% trust opinions of 70% trust opinions of percent of unknown users. respondents said respondents said unknown users. (Econsultancy, July 2009) (Econsultancy, July 2009) theyd received theyd received advice from friends advice from friends and followers and followers relating to a relating to a product purchase product purchase through a social site. through a social site. (Click Z, January 2010) (Click Z, January 2010) 53% of people on Twitter 53% of people on Twitter recommend companies and/or recommend companies and/or products in their Tweets, with 48% products in their Tweets, with 48% of them delivering on their of them delivering on their intention to buy the product. intention to buy the product. (ROI Research for Performance, June 2010) (ROI Research for Performance, June 2010) IBM Customer Experience © 2011 IBM Corporation
  • 10. IBM Software GroupExceptional Web Experience - How to Stand Out? 10 IBM Customer Experience © 2011 IBM Corporation
  • 11. IBM Software GroupIBM Customer Experience Suite  Vision about the “art of the possible” for engaging Customers on the web Web/Content Platform Analytics  Multi-year IBM strategy to deliver the Search capabilities for our customer to excel at customer-facing experiences Commerce Social  Guide for IBM investment focus both organic and inorganic investments Mobile Unified Communications  Nimble to continually absorb and simplify Rich emerging advances to help customers Media differentiate sites People are at the center of an exceptional experience; Capabilities are employed as necessary to help achieve experiences that meet/exceed the expectations of the intended user(s)11 IBM Customer Experience © 2011 IBM Corporation
  • 12. IBM Software Group IBM Customer Experience Suite The centerpiece offering in the IBM Project Northstar Vision Create Dynamic, Engaging Web Experiences that Wow Customers Target the Right Experience to the Right User via the Right Channel at the Right Time Improve Customer Loyalty by Enabling Users to Socialize Optimize the Experience to Maximize Results Realize Business Goals Reach Customers Across Multiple Channels – Mobile, Web, Kiosk, Email... Integrate Across Heterogeneous Systems to Deliver New Value12 IBM Customer Experience © 2011 IBM Corporation
  • 13. IBM Software Group Create WebSphere Portal & Lotus Web Content Management Exceptional Web Experience Foundation■ Seamless convergence of Web Portal & Web content management■ Socially-Infused Web experiences with out-of-box Blogs & Wikis, Tagging.■ Community content value measurement enabled by Ratings■ In-line business user content management via Rich Editor enhancements & Lotus® Symphony™ integration■ Enhanced Web analytics support for greater insight into user behavior■ Virtualization support increases deployment/cost-of-ownership flexibility■ Faster custom Web experience development with new WebSphere Portlet Factory V7.0 © 2011 IBM Corporation
  • 14. IBM Software GroupWhat is IBM Web Content Manager?IBM Web Content Manager™ is a powerful and sophisticated browser-basedapplication designed to accelerate the creation, maintenance and delivery of criticalbusiness content across intranet, extranet, internet and portal sites.  Allows business users of all skill levels to author content  Enables rapid development of sites through reusable, out of the box components and templates  Separates content from presentation allowing authors to create content and webmasters to maintain control  Improves customer experiences through dynamic content delivery and a high level of personalization to the web user 14 IBM Customer Experience © 2011 IBM Corporation
  • 15. IBM Software GroupGauge Content Effectiveness and Efficiency for Site and Authoring Optimization■ Alter site content to drive desired behavior by gaining rich, insights into user behavior with built-in support for IBM Coremetrics and leading analytics vendors including: ■ WebTrends “You cannot manage what you ■ Omniture do not measure.” ■ Unica - Peter Drucker ■ Google Analytics■ Quantitatively manage and optimize the authoring process to maximize authoring capabilities and accelerate content production with Ephox WebRadar integration ■ Ephox WebRadar provides best of breed Content Production Analytics Powered by Ephox WebRadar web content production analytics IBM Customer Experience © 2011 IBM Corporation
  • 16. Target Software Group IBM Lotus Web Content Management V7.0 + Cognos + Coremetrics Deliver Rich, Social Web Experiences Faster, Simpler and More Cost Effectively■ Immersive, engaging and interactive Web experiences leveraging rich media assets■ Insightful views into user behavior and content production with analytics■ Social Web experiences with community driven tagging and rating■ Simplified and faster content creation with Web 2.0 user authoring experience enhancements■ Search Engine Optimization ■ Personal Experience 3x Traffic■ Personalization / Recommendation■ Metrics © 2011 IBM Corporation
  • 17. IBM Software Group Target the Right Experience to the Right User via the Right Channel at the Right Time  Deliver highly personalized, memorable experiences that that adapt to a users preferences, behaviors, location, relationships, device, sentiment, or even time of day.  Enhance cross-sell and up-sell by providing tailored recommendations based on users similarity to like-minded folks.  Save time by leveraging campaign management tools to drive automated, personalized email and web campaigns  Increase customer engagement by allowing users to tailor their own web experiences through drag and drop.Personalized Experiences Drive Big Business Benefits: Personalization can increase conversion rates by 70% http://searchenginewatch.com/3634419 “The majority of marketers who have implemented strategic personalized marketing techniques have seen decidedlygreater success over traditional mass marketing approaches” CMO Council 66% of shoppers report purchasing additional products based on merchant recommendations at least oncein a while, with 21% doing so most or all of the time. Emarketing and Commerce IBM Customer Experience © 2011 IBM Corporation
  • 18. IBM Software Group Improve Customer Loyalty By Enabling Users to Socialize Support conversations and information sharing with and between users withcapabilities such as wikis, blogs, forums, communities, ratings, commenting, tagging,shared bookmarks & files, and activities for organizing work & ideas. Allow users to find the right people based upon their profile: expertise, projects,responsibilities, and interests. Enable customers to get problems resolved quickly with click-to-chat functions. Improve SEO and brand awareness by syndicating content across the web, into otheronline properties, such as Facebook. IBM Customer Experience © 2011 IBM Corporation
  • 19. IBM Software GroupUnleash the Power of Communities with New Social Features■ Improve content relevancy by enabling users to naturally describe products and services with tags for micro-targeted up-sell and cross-sell offerings Maximize probability of inclusion in search engine results by incorporating tags into page meta-data■ Speed relevant content access with user categorized tag cloud navigation and search■ Increase brand visibility by harnessing word-of-mouth marketing with user generated ratings and comments Boost credibility of product and service benefits by leveraging user reviews■ Maximize content effectiveness by combining personalization, tags and ratings■ Ensure compliance in heavily regulated environments by using workflow to manage ratings and comments IBM Customer Experience © 2011 IBM Corporation
  • 20. IBM Software Group Tagging and RatingEnd users will be able to tag, rate andcomment any ‘published’ item orresource (if made available) within asite and for content they create e.g. inwikis and blogsOur components are reusable bycustomers so that they can also equiptheir own components with tagging &rating functionality easilyTag clouds will allow users to get anoverview of tags already been usedand can be used to navigate/searchthrough ‘categorized’ content.Similarly there will be out-of-the-box‘page elements for displaying andentering comments and ratings. The information on the new product is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on the new product is for informational purposes only and may not be incorporated into any contract. The information on the new product is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion 20 © 2011 IBM Corporation
  • 21. IBM Software Group OptimizeOptimize the CustomerExperience toMaximize Your Results Leverage analytics to: Gain deeper business insights with Coremetrics:  Fine tune the customer experience, improving user engagement.  Measure marketing effectiveness.  Make better decisions faster. Experience Suite supports:  Out-of-the-box integration to the leading analytic providers: Coremetrics, WebTrends, & Omniture. •A/B + multi-variate tools. Ability to create sites optimized for search engines. IBM Customer Experience © 2011 IBM Corporation
  • 22. IBM Software GroupSEO – Search Engine OptimizationExternal Search Engine Integration Points § Sitemap Protocol Support § Sitemap Utility Portlet and exportable sitemap files § “Crawler Awareness” § Search seedlists § Friendly URLs Ability for Portal to provide “friendly” URLs that users can easily read and reference § Whats Coming § SEO for WCM rendering Friendly URL to portlet the Portal page § Search integration across Portal, WCM, Connections § Search order by relevancy Links generated by § Tagging and rating Portal are friendly integration with search URLs IBM Customer Experience © 2011 IBM Corporation
  • 23. IBM Software GroupReachAnywhere,Anytime,Any Device Source: Pew Internet & American Life Project Tracking surveys (March 2000 – September 2009) © 2011 IBM Corporation
  • 24. IBM Software Group Mobile Options Extend & Deliver Exceptional Experiences on Virtually Any Device CUSTOMER NEED SOLUTION...mobile Web IBM Mobile applications or Portal Accelerator content for virtually any mobile device 7,500 + Devices browser Portal Mobile Webkit Themes ...extend a Web experience to mobile devices for specific  Available today for iPhone smart phone browsers  Coming soon for Android, Blackberry, iPad  Works with your favorite development tools! ..rapidly develop & deploy web & hybrid mobile applications that WebSphere Portlet Factory have a native smart phone look and feel + Portal Mobile Webkit Themes Q1 2011 Beta Preview ..write once, run on many devices - Browsers and Smartphones, Tablets, Kiosks, even Web TV IBM Customer Experience © 2011 IBM Corporation
  • 25. IBM Software GroupIBM Exceptional Web Experience Reach EngageCreate Target Socialize Optimize Realize Integrate Applications Content Processes © 2011 IBM Corporation
  • 26. IBM Software Group IBM Exceptional Web Experience  Reach Cloud Socialize  Tagging, Rating, Real-time User Communities Search Web Apps Commenting Messaging Customization  Create  Target  Optimize Personalization Real-time analytics-enabled Web Rich Media RIA Visualizations Content Device Optimization Campaigns  Integrate Mashups Feeds Widgets & Portlets Social Catalog Recommendations Search Engine Optimization A/B + Multi-variate Role, Profile, Globalization / Integration Site Management Security Workflow Doc Mgt & Segment Mgt Localization Enterprise Personal & Cloud, Web, REST, application sources Departmental ATOM, RSS, Widgets26 IBM CONFIDENTIAL © 20112010 IBM Corporation © IBM Corporation
  • 27. IBM Software GroupExceptional Web Experiences Can Deliver...27 IBM Customer Experience © 2011 IBM Corporation
  • 28. IBM Software Group IBM asked Forrester to measure Growth Customer Satisfaction Agility+ 400% in the converstion rate of visits into new business - 41% people left the page+ 16.6% in product recommendations - 15.8% in customer churn 14.4% maintain interest in buyingFull report athttp://www.forrester.com/rb/Research/best_practices_in_user_experience_ux_design/q/id/54101/t/228 IBM Customer Experience © 2011 IBM Corporation
  • 29. IBM Software GroupIBM Exceptional Web Experience Reach EngageCreate Target Socialize Optimize Realize Integrate Applications Content Processes © 2011 IBM Corporation
  • 30. IBM Software GroupJoin Us !  IBM Executive Briefing Center  Massachuscets Labs – IBM’s largest in the USA  August 3 and 4  2 days with the “Best of the Best”  2 Full days learning from the top industry and product experts IBM Customer Experience © 2011 IBM Corporation

×