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ISDC 2013_Referat_Christian Keller_IBM

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  • 1. Accelerating growth through Front Office Transformation Dr. Christian Keller Vorsitzender der Geschäftsleitung IBM Schweiz
  • 2. IS Directors Conference – August 2013 © 2013 IBM Corporation 3 The emergence of big data, social, mobile, cloud and analytics are fundamentally changing how we live, work and interact Pervasive connectivity Big data Social Analytics Mobile Cloud Digital transformation forces 67% of global consumers want to use mobile devices to check out 18% of Africa’s GDP is expected to be handled through mobile money transfers by 2015 1 out of every 7 minutes spent online is spent on Facebook 40% of people socialize more online than they do face-to-face 80% of new apps will be distributed or deployed via the cloud 1/3 of consumer data will be stored in the cloud by 2016
  • 3. IS Directors Conference – August 2013 © 2013 IBM Corporation 4 These digital forces reset customers’ expectations, requiring enterprises to rethink the end-to-end customer experience… Instant access to information, products and services Increasingly, customers expect… To be engaged as individuals, on their own terms—anytime and anywhere Seamless experiences that match product and service quality Trusted, mutually beneficial relationships that go beyond one-time transactions Transparency from the companies they interact with
  • 4. IS Directors Conference – August 2013 © 2013 IBM Corporation 5 …and are fueling an explosion of data – a new economic asset that has become the basis of significant opportunity We are here Sensors and Devices Social Media VoIP Enterprise Data 2013 In just two days we now generate as much data as was generated in total through 2003 80% of all data is unstructured and growing 15 times the rate of structured data Over 1 billion tweets are sent every 3 days 5 million trade events are clocked every day 2015 Percentage of uncertain data
  • 5. IS Directors Conference – August 2013 © 2013 IBM Corporation 6 73% of CEOs are prioritizing investments in customer insights 82% of CMOs Plan to increase the use of social media 74% of CIOs say mobile solutions are part of their vision for increasing competitiveness 70% of COOs Identify supply chain visibility as the top challenge in delivering on their agendas As a result, leaders are redefining their agendas and reprioritizing investments focused on reshaping the “Front Office”
  • 6. IS Directors Conference – August 2013 © 2013 IBM Corporation 7 This transformation requires the activation of a Digital Front Office that is fully enabled by a Globally Integrated Enterprise Transforming the organization for efficiency, effectiveness and to enable new growth Globally Integrated EnterpriseReimagining everything about the way people connect, transact and engage with companies, institutions and governments—and how they create mutual value Digital Front Office
  • 7. IS Directors Conference – August 2013 © 2013 IBM Corporation 8 This new Digital Front Office delivers compelling customer experiences that create new pathways for revenue growth Develop a customer-driven strategy Leverage digital, mobile and social insights to spot growth opportunities and new paths to value Cultivate customer insights Create tools and techniques to dynamically understand needs and apply personalization Build systems of engagement Orchestrate continuous customer interactions to optimize engagements and build advocacy Reimagining everything about the way people connect, transact and engage with companies, institutions and governments—and how they create mutual value Digital Front Office
  • 8. IS Directors Conference – August 2013 © 2013 IBM Corporation Optimize operations globally Reinvent processes and integrate functions, removing complexity and uncovering new efficiencies Activate information and analytics Improve business performance across all functions with data-driven insights Accelerate organizational agility Infuse speed and flexibility into the organization to anticipate and capitalize on dynamic market trends Transforming the organization for efficiency, effectiveness and to enable new growth Globally Integrated Enterprise At the foundation of a Digital Front Office is a Globally Integrated Enterprise that accelerates growth, productivity and change
  • 9. IS Directors Conference – August 2013 © 2013 IBM Corporation This end-to-end transformation yields essential business outcomes Digital Front Office Globally Integrated Enterprise New growth Differentiation Agility Accelerated productivity Expanded margins Applying insight to deepen relationships and identify new areas of value creation Seamless and compelling customer experiences that are best-in-class in any industry Digitally-enabled product and service mix delivered when and where customers desire New ways of socially- enabled working to help integrate the operating model Optimized and automated operations that fuel profit Business outcomes Enterprise innovation

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