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Social business deepen engagement with customers partners and employees

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ibmsocbiz Social business customer experience

ibmsocbiz Social business customer experience

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  • 1. Deepen engagement with customers, partnersand employeesSergio Loza | IBM Social Busines & Collaboration @lozassMay, 2012 © 2012 IBM Corporation
  • 2. Agenda - Insights from CEO study - What is Social Business - Engaging Customers as Individuals - Empower Employees to Act quickly on Customer Insights - How IBM can help? © 2012 IBM Corporation
  • 3. 2012 CEO Study – Leading through ConnectionsHighlights of the Global Chief Executive Officer Study- 64 countries | 1709 CEOs | 18 Industries Leaders are recognizing our new connected era is changing how people engage.
  • 4. Technology pushes to the top
  • 5. Technology is dramatically changing the way we live andwork How I WorkHow I Buy Collaborating fromInteracting with peers anywhere at any timeand engaging with with a number ofcompanies I do devices.business with. How I Engage Tapping into a wide variety of insight and expertise.
  • 6. Key recommendations from the 2012 study
  • 7. Agenda - Insights from CEO study - What is Social Business - Engaging Customers as Individuals - Empower Employees to Act quickly on Customer Insights - How IBM can help? © 2012 IBM Corporation
  • 8. Social Business is the application of social collaborationtools & culture to business roles, processes and outcomes  Share ideas, expertise, sense of purpose  Deliver insights in near-real time, in context  Connect to people in meaningful ways – instantly.  Keep content up-to-date, accessible and secure
  • 9. How does a Social Business operate differently?employees customers partnersSelf-forming teams Leading the conversations Becoming on-demandseamless connecting that define brands extensions of the enterprise communication and transformation product design customer care and introduction collective talent and skill intelligence real time market segmentation development global sales advocate-based contests marketing
  • 10. Outperformers Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers: Engaging ● 73% more outperformers excel at managing change Transparent ● 84% more translate insights into action better than industry peers Nimble ● 48% more are moving into different industries
  • 11. Agenda - Insights from CEO study - What is Social Business - Engaging Customers as Individuals - Empower Employees to Act quickly on Customer Insights - How IBM can help? © 2012 IBM Corporation
  • 12. Change is required to meet customer expectations• Understand and act• CEOs are implementing extensive changes to enable faster, more relevant responses to markets and individuals.
  • 13. Exceptional Web Experiences Matter, Everywhere... Every online interaction, both external and internal, are opportunities drive profits, elate the customer, empower the employee and increase productivity Customer Engagement 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry. Bain & Co Customers purchasing on tablet computers have 2% higher conversion rates and 20% larger order size. Wall Street Journal Source(s): Organizational Engagement, Gallup Consulting, Reduction in Customer Defection rates, Bain & Co, Return on Behavior Magazine., Tablets ultimate buying machine, September 28 2011, Wall Street Journal, Retailer losses from customer experience, Harris Interactive Tea Leaf Online 2010 survey, September 23 2010, Fast Company Magazine © 2012 IBM Corporation Screen shots NOT to be redistributed
  • 14. Most large enterprises have an average of 12 internal/external webproperties One of those may be a Commerce site Web Experience solutions used to manage the rest  .com informational sites Transactions  Intranet(s)  Customer service sites  Partner / franchise / dealer sites  Account management & bill presentment/payment sitesIn Banking, Insurance, Healthcare, Government, Education, etc troweprice.com jnj.com ncaa.org www.gov.qa us.manpower.com kp.org Qatar citizen self-svc Kaiser Permanente © 2012 IBM Corporation
  • 15. IBM Web Experience Platform Social:  New Community Pages  OpenID Authentication Google, Facebook ID  New Article, Blog and wiki templates drive expert, social contributions  New IBM Connections Files and Profiles Entitlement Mobile:  New IBM WebSphere Mobile Portal Experience theme helps control the look and feel, page navigation, and content navigation on a smartphone  IBM Web Experience FactoryManaged/Content Driven Managed Pages , Optimized, modular, high performance theme for enhanced control of web site design, orchestration and delivery New Content Template Catalog (CTC) IBM Forms Experience Builder Integrated: • Integrate with ECM - support for the CMIS standard. • Integrate SAP® NetWeaver Portal navigation Insightful:  Web Analytics Page Overlays deliver in-place, real-time web page and channel delivery analyses.  More flexible options to tag pages, portlets, or web content and measure their usefulness through Campaign and Custom tags. © 2012 IBM Corporation
  • 16. Community Pages CreateInfuse social into web experiences communities around a specific topic Consistent User Experience In Context Targeted Social Content Customize portlets with Web Encourage sharing of Experience Factory ideas, driving innovationSimplify Enrolment andAuthentication Enable self- service, increasing customer satisfaction
  • 17. Ready for Your Mobile Experiences Look and Feel Site Navigation Page LayoutMobile theme – lightweight, visually rich, exploiting Webkit CSS3 visualeffectsNavigation widgets – set of showcase samples of common mobile appnavigation patternsPage layouts – set of showcase samples of content interaction patterns17
  • 18. InsightfulIn-Context Analytics: what matters, where it matters • View the effectiveness of a page, portlet, web content or custom application through inline overlays • Support for flexible new campaign and generic tags that analytics engines can query • Instrument custom applications with new Web Experience Factory web analytics builder (and in RAD ). Optimize a Web Property for the Greatest Results • Some report enablement in future CTC templates.18
  • 19. Agenda - Insights from CEO study - What is Social Business - Engaging Customers as Individuals - Empower Employees to Act quickly on Customer Insights - How IBM can help? © 2012 IBM Corporation
  • 20. Organizational AttributesEngaging Employees• To draw out the best in their workforces, CEOs are most focused on three organizational attributes
  • 21. Intranets – Done Right – Deliver Many Benefits  Speed time to access information with document management, single sign-on and elimination of multiple Uis  Reduce time to find information with enterprise search  Extend the workspace beyond the office with remote access  Provide the right information at the right time, personalized and contextual  Reduce paper with eForms  Eliminate manual processes with process automation  Reduce IT support cycles with IT self-service (troubleshooting knowledge base, online software downloads/updates, etc.)  Reuse existing enterprise – and other – applications in new ways for new users  Eliminate need for disparate client applications for uses that need only specific application functions  Set vision with consistent and personalized messages  Engage people with tools for communication up, down and across the organization  Foster innovation with avenues and opportunity for expression and participation  Speed time to service customer inquiries by finding information faster and executing processes more quickly  Untether workers with mobile access to internal processes while with customers  Empower better customer self-service by allowing access/unlocking internal expertise valuable for external use (blending intranet/internet uses)  Develop communities and experts through easily accessible, identifiable knowledge stores (discussions, forums, files, etc.)  Retain knowledge in the event of employee attrition21
  • 22. How Do I To Start the Intranet Transformation? Key Services of a Social Business Enable people to engage productively in a business context Reach people where they live and work Accelerate and improve decision-Discover the right content and making and business outcomesexpertise from across the organization © 2012 IBM Corporation
  • 23. Sogeti Video
  • 24. Social, MobileGet quick answers at reduced cost with Instant MessagingStay visible to your networks with MicrobloggingGenerate and share best practices with CommunitiesMake your computer your phone with Softphone & VoIPEasily find the experts you need in Profiles Reach people where they live and work © 2012 IBM Corporation
  • 25. EngagingCrowd-source ideas with employees with IdeationBring context to content while collaborating within community Document LibrariesComplete projects with online Meetings and VideoGather input with Instant PollsShare photo and video with the Media GalleryExchange ideas and insights in Forums Enable people to engage productively in a business context © 2012 IBM Corporation
  • 26. Create, discover, Share InformationManage the single version of the truth using Social Content Management  Organize documents using folders and document typesDiscover relevant content with Social Search and Social AnalyticsLearn from the content others share in Blogs and Bookmarks without interrupting them at workDiscover the right content andexpertise from across the organization © 2012 IBM Corporation
  • 27. Be nimble, act fastManage projects and promote the use of best practices by re-using Activity templatesKeep shared Files visible and discoverable, not locked in personal email filesKnow when others are available to act through Presence AwarenessAllow fast and unified caommunications, instantly Accelerate and improve decision- making and business outcomes © 2012 IBM Corporation
  • 28. NE WThe social Intranet platform Workforce Customer Care Optimization Innovation IBM Connections Suite Business Process Data & Content Analytics Integration
  • 29. NE WIBM Intranet Experience Suite• Refresh the intranet with market leading web experience capabilities• Sell the social intranet and web experience imperatives together, and help customers understand the combined value of each.• Key Capabilities: – Personalization, Analytics and Enterprise Integration capabilities – Business user web content management – Social and real-time communication features – Seamless delivery of mobile experiences• Key Benefits: – Increase employee satisfaction – Improve productivity and collaboration – Increase opportunities for innovation• Available May 15, 2012 © 2012 IBM Corporation
  • 30. Agenda - Insights from CEO study - What is Social Business - Deepen Engagement with Customers - Engaging Employees - How IBM can help? © 2012 IBM Corporation
  • 31. Social Business is not an option – its a mandate Social Business Becoming a Social transformation Business is delivers real possible with the business value IBM SolutionsStart Your Social Business Journey Now! ibm.com/social
  • 32. ...At-a-Glance NE WIBM Customer Experience Suite V8.0 IBM Intranet Experience Suite V8.0 IBM Connections Suite NE W The perfect integration of Social, Content and Communications Communities Bookmarks Meetings VoIP Profiles Blogs Wikis Instant Messaging Presence Mobility Forums Ideation Document Libraries Activities Social Analytics Vide o Softphone Files Microblogs
  • 33. The Social Business Agenda – Accelerating the value fromconnecting people in and outside the organization A Align Organizational Goals & Culture Social Business G Gain Social Trust E Engage through Experiences N Network Your Business Processes D Design for Reputation & Risk Management A Analyze Your Data Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press
  • 34. Questions IBM Confidential Until January 31, 201135
  • 35. Deepen engagement with customers, partnersand employeesSergio Loza | Social Busines & Collaboration @lozassMay, 2012 © 2012 IBM Corporation
  • 36. Outperformers Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers: Engaging ● 73% more outperformers excel at managing change Transparent ● 84% more translate insights into action better than industry peers Nimble ● 48% more are moving into different industries