®IBM Customer Experience Suite:la soluzione per deliverare work&webexperiences in FFSS & Retail 2.0Web Multicanale, Social...
®    IBM Industry Frameworks2
®  Internet trends 2010                                    2 Click                                                        ...
®  Esempio dinamiche italiane  Crescite social network 2009-2010                                                     2.600...
®Le aziende funzionano fondendol’esterno con l’interno (anche sul web)
®Gli analisti chiamano queste soluzioni:Persuasive content architecture
®IBM la chiama: Northstar VisionLa nuova filososifia: web e multicanale operativo, integrato, efficiente,per la gestione d...
®IBM la chiama: Better MarketingPerche’ (3)                                      - Investments in physical channels and ad...
®IBM la chiama: Crisp BenefitsForrester Research, Inc has shown that exceptional Webexperiences can result in:Streamlined ...
®   IBM Customer Experience Suite - Archiettura                 Social Connectors                                         ...
®IBM Customer Experience SuiteComponenti presenti
®IBM Customer Experience SuitePortal components – a Business oriented infrastructure                  Infrastructure topic...
®Cosa puoi fare:Exceptional work/development experiences1 – Role based Workplace (PortalNOW!): intranet ed extranet intell...
®Customer Care and Insights top trends for banking 2.0 - Italia1 – Role based Workspace: intranet ed extranet intelligenti...
®Customer Care and Insights top trends for banking 2.0 - Italia2 – Social collaboration: per ottimizzazione processi,integ...
®Customer Care and Insights top trends for banking 2.0 - Italia2 – Social collaboration: per ottimizzazione processi,integ...
®Customer Care and Insights top trends for banking 2.0 - Italia3 – Unified Communication & Collaboration:UCC, Real time, V...
®Cosa puoi fare:Exceptional customer experiences1 – Intuitive front-end / nuova generazione di interfacce webed esperienze...
®Customer Care and Insights top trends for banking 2.0 - Italia1 – Intuitive front-end / nuova generazione di interfacce w...
®Customer Care and Insights top trends for banking 2.0 - Italia2 – Mobile Framework: client, hybrid e web applicationdevel...
®Customer Care and Insights top trends for banking 2.0 - Italia2 – Mobile Framework: client, hybrid e web applicationdevel...
®Customer Care and Insights top trends for banking 2.0 - Italia3 – Customer Onboarding / universal registration process,so...
®Customer Care and Insights top trends for banking 2.0 - Italia3 – Customer Onboarding / universal registration process,so...
®Customer Care and Insights top trends for banking 2.0 - Italia4 – Mkt 121: web & sentiment analytics + Integrated marketi...
® Customer Care and Insights top trends for banking 2.0 - Italia 5 – Collaboration Agenda: Real time / Social / Mobile col...
®Customer Experience Suite for banking 2.0 - Italia6 – Social Commerce services for banking marketplaces  Seamless engagem...
® Customer Experience Suite for banking 2.0 - Italia 6 – Social Commerce services for banking marketplaces     Cross Chann...
®Customer Care and Insights top trends for banking 2.0 - Italia7 - Banking Mashups for self services customers
®Descrizione della soluzione IBM Banking 2.0Casi: HSBCAltri casi
®IBM Customer Experience Suite / Financial ServicesHSBC-One: running ONE global brand onCustomer Experience Suite
®IBM Customer Experience Suite / Financial ServicesHSBC-One: Global Customer Service - serving 50 millioncustomers        ...
®IBM Customer Experience Suite / Financial ServicesHSBC-One: Crafting an Exceptional User ExperienceDynamic targeting rule...
®IBM Customer Experience Suite / Financial ServicesHSBC-One: Direct Marketing - Same targeted offer –different content or ...
®So what’s in for You?Call Max for a fast chat on it: linkedin.com/in/maxardigo
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MIP Lecture - IBM customer experience suite for retail and banking 2.0

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Transcript of "MIP Lecture - IBM customer experience suite for retail and banking 2.0"

  1. 1. ®IBM Customer Experience Suite:la soluzione per deliverare work&webexperiences in FFSS & Retail 2.0Web Multicanale, Social commerce, Real time analytics,Business rules e CRM integrato
  2. 2. ® IBM Industry Frameworks2
  3. 3. ® Internet trends 2010 2 Click Morgan Stanley Morgan Stanley internet 2010 Web vs. Mobile Mail vs. Social postsMorgan Stanley Research - 2010
  4. 4. ® Esempio dinamiche italiane Crescite social network 2009-2010 2.600.000 638.540 3.000.000 1.620.460 2.000.000 1.278.040Source: ManyEyes – IBM / Vincos elaboration - 2010
  5. 5. ®Le aziende funzionano fondendol’esterno con l’interno (anche sul web)
  6. 6. ®Gli analisti chiamano queste soluzioni:Persuasive content architecture
  7. 7. ®IBM la chiama: Northstar VisionLa nuova filososifia: web e multicanale operativo, integrato, efficiente,per la gestione di esperienze multicanale eccezionali.IT, sales e marketing possono lavorare insieme.Un’ unica piattaforma:IBM Customer Experience SuitePer progettare soluzioni integraterapide e flessibili, che garantisconopiu’ efficienza, governo eautomazione in real-timedei processi customer centredmulticanale.
  8. 8. ®IBM la chiama: Better MarketingPerche’ (3) - Investments in physical channels and additional staff are increasingly1 - Customers MUST make their difficult and expensive. - The Web is their face to their customers and theWeb work smarter to stay world, e.g. 77% of US adults use the Web.competitive. - Compelling Web interactions keep customers and partners coming back2 - Customer and partner to their site. - Exceptional Web experiences attract, satisfy, andsatisfaction is critical to keep retain customers and partners. Agility is required to keep Web content fresh,market share. engaging, and relevant.3 - They MUST be vigilant to - High-performing organizations need to analyze Web site usage and user interactions so they can iteratively tune their Websustain their differentiation. sites to improve the customer experience.Customer satisfaction and retention - Exceptional Web experience requires several technologies interacting, to analyze, improve, and further differentiateis often driven by ongoing service themselves to their customers and partners.quality. - The results are worth the efforts. A better online experience drives improved loyalty and additional revenue.
  9. 9. ®IBM la chiama: Crisp BenefitsForrester Research, Inc has shown that exceptional Webexperiences can result in:Streamlined and measured marketing flows for digital worldLeverage of technology to drive better results in classic marketingscenarios- 400% higher visit-to-lead conversions- 200% higher visit-to-order conversions- 41% lower page abandonments- 16.6% more recommendations by customers for products and services- 15.8% fewer customers lost to competitors- 14.1% increase in repeat purchases by customers
  10. 10. ® IBM Customer Experience Suite - Archiettura Social Connectors Real time 1to1 1 click registration & SSO infrastructure Web Analytics (Facebook, Open ID...) Coremetrics, Unica Social registration profiling / permission / dynamic Assemble & Collaborate & Cloud Enterprise Deliver in/out Socialize in/out services 2.0 Layer Portal, Content, Commerce Social, Mobile, Touchpoint Integration User management Real time Analytics Infusion Portal, Content & Social and Cloud Collaboration COBRA, Unica, Social Networks SPSS, Cognos, Commerce 2.0 Real time Social Tools Virtual PortalsILOG ... 3rd parts Web Content, Commerce Collaboration Files Surveys Mobile Social Networks Webconf Role/Rule based Social Tools etc. Dynamic Personalization Teamwork Enterprise Campaign, Targeting Real Time Master Data Composite Mashups Chat/Call/Web me Cloud Portal Rich Client Awareness on Amazon EC2 (extended user Webconf / IBM Cloud Mashups Business & Social data) Process, Forms, Surveys Multiplattform
  11. 11. ®IBM Customer Experience SuiteComponenti presenti
  12. 12. ®IBM Customer Experience SuitePortal components – a Business oriented infrastructure Infrastructure topics Federate directories and Assemble Backend, external and Cloud services to build composite experiences Virtual portals to build and manage branded initiatives Virtual infrastructure for multiple development and hot extended deployment (private/public cloud) Component acive monitoring Centralized SLA’s with granular delegation (to business users) for flexible nusoiness models Milions users connected – unlimited scalability UX / Business points Provide personalization rules to deliver “my experience” Adaptive content (reccomendation, affinity etc) Campaign management Extended master data schema for social (merge business & social data to deliver personalized Mashups, Ratings, Tagging, etc. Web 2.0 accellerators Mobile
  13. 13. ®Cosa puoi fare:Exceptional work/development experiences1 – Role based Workplace (PortalNOW!): intranet ed extranet intelligenti,teller apps, web & rich client, per avere la cosa giusta al momento giusto2 – Social collaboration: per ottimizzazione processi, integrazionecontestuale delle competenze e delle conoscenze, riduzione costi.3 – Unified Communication & Collaboration: UCC, Real time, Voip,Client e Web
  14. 14. ®Customer Care and Insights top trends for banking 2.0 - Italia1 – Role based Workspace: intranet ed extranet intelligenti,teller apps, web & rich client, per avere la cosa giusta almomento giusto• Un Asset: Dieci anni di progetti intranet/extranet in un asset Pronto per recepire le vostre personalizzazioni.• Per intranet ed extranet, migliaia di utenti registrati (nella versione base)• Con strumenti di gestione documentale, contenuti web, collaborazione, profilazione, ricerca, conoscenza e integrazione applicativa avanzata SOA e Web 2.0• Pronto per aggregare le informazioni e i processi dell’utente: Gestione e controllo, Marketing, HR, Conoscenza• Servizi formativi inclusi per autori e amministratori (e facile da usare)• Estensioni (Rich Client Eclipse- based)
  15. 15. ®Customer Care and Insights top trends for banking 2.0 - Italia2 – Social collaboration: per ottimizzazione processi,integrazione contestuale delle competenze e delle conoscenze,riduzione costi. Full social & expertise networks capabilities Globalizzazione / Localizzazione / Multilingua Capacità native di profiling dei diritti di accesso alle risorse della People Directory Directory integration Data integration Data synchronization (partecipazione nel popolamento dati e gestione aggiornamenti) Federazione entità esterne (partner, fornitori) Social taggingConnections offre nativamente tutte le Social networkingfunzionalità richieste per la costruzione di Integrazione con oltre 200 data sourcesun’ Enterprise Global Directory,nativamente completate dalle capacità di Integrazione nativa con MOSS, Office, Windowsinterazione ricca tra gli individui offerte Accesso Mobile (Blackberry, iPhone)dalle tecnologie Enterprise 2.0:
  16. 16. ®Customer Care and Insights top trends for banking 2.0 - Italia2 – Social collaboration: per ottimizzazione processi,integrazione contestuale delle competenze e delle conoscenze,riduzione costi.Connections consente l’importazionee la sincronizzazione simultanea(anche bidirezionale) con una seriemolto diversificata di fonti. Cioconsente di unificare persone eprocessi anche quando le infrastrutturenon lo consentono (social intranets)
  17. 17. ®Customer Care and Insights top trends for banking 2.0 - Italia3 – Unified Communication & Collaboration:UCC, Real time, Voip, Client e WebChat Conferenze webUCC - VOIP Estensioni e integrazioni
  18. 18. ®Cosa puoi fare:Exceptional customer experiences1 – Intuitive front-end / nuova generazione di interfacce webed esperienze utenti – transazioni 2.0 / interazioni real timecon CRM&Analytics2 – Mobile framework: client, hybrid e web application developmentmultidevice & multilingua3 – Customer Onboarding / universal registration process, socialbridging4 – Mkt 121: web & sentiment analytics + Integrated marketingmanagement5 – Collaboration Agenda: Real time / Social / Mobile collaboration perottimizzazione processi, integrazione contestuale delle competenze edelle conoscenze, riduzione costi.6 – Social Commerce services for banking marketplaces7 - Banking Mashups for self services customers
  19. 19. ®Customer Care and Insights top trends for banking 2.0 - Italia1 – Intuitive front-end / nuova generazione di interfacce webed esperienze utenti – transazioni 2.0 / interazioni real timeCRM&Analytics
  20. 20. ®Customer Care and Insights top trends for banking 2.0 - Italia2 – Mobile Framework: client, hybrid e web applicationdevelopment multidevice Industry standard
  21. 21. ®Customer Care and Insights top trends for banking 2.0 - Italia2 – Mobile Framework: client, hybrid e web applicationdevelopment multideviceSingle Framework: Develop & change once, deploy everywhereWithin Portal: Within Portal: Add-on: Mobile AdvancedMobile Themes: Experience Portal AssetsWeb apps, Factory for Accelerator Store ManagementMSites (Eclipse mobile and (MPA) for allBased, ultimate Hybrid Apps devices types Managedsmartphones: iPhone, (Eclipse Plugin, deploymentiPad, Android Smphones, >7500 ultimate smartphones, Micro VPNBlackberry) (Eclipse Plugin, >7500 phonegap) all device types) On device data encryption Other Single development layer
  22. 22. ®Customer Care and Insights top trends for banking 2.0 - Italia3 – Customer Onboarding / universal registration process,social bridgingES. Da una widget “scegli la tua carta” di IBM commerce (1) deployata su Facebook (2), un utente invita propri amici aregalare con 1 click (3), autorizzando gestions (4) info di profilo FB. Il processo di registrazione universale (5) profila emonitora il completamento dati (6). Il servizio supporta tutti i touchpoint di registrazione / autenticaizone. 2 Social registration 1 profiling / permission / dynamic 3 4 Dynamic 5 unique registration LDAP 6 IBM Business Partner Factor-y XSSO Suite proces with covering: Aol, Yahoo!, Facebook, Twitter, LinkedIn, Social User Master permission Google, MySpace, Windows Live, Hyves, Verisign, Data Schema marketing MyOpenID, OpenID, Flickr, Blogger, Livejournal, rules CRM Synchronization Wordpress, Netlog.
  23. 23. ®Customer Care and Insights top trends for banking 2.0 - Italia3 – Customer Onboarding / universal registration process,social bridgingES. Da una widget “scegli la tua carta” di IBM commerce (1) deployata su Facebook (2), un utente invita propri amici aregalare con 1 click (3), autorizzando gestions (4) info di profilo FB. Il processo di registrazione universale (5) profila emonitora il completamento dati (6). Il servizio supporta tutti i touchpoint di registrazione / autenticaizone. Social registration profiling / permission / dynamic Dynamic unique registration 6 121 Portal Registration Process proces with permission LDAP marketing Social User Master rules Data Schema CRM Synchronization
  24. 24. ®Customer Care and Insights top trends for banking 2.0 - Italia4 – Mkt 121: web & sentiment analytics + Integrated marketingmanagementUnica and Coremetrics analytics – Realtime and 121 Lifetime individual trackingUsing data to deliver cross-channel real time marketing. Social registration profiling / permission / dynamic LDAP Social User Master Data Schema CRM Synchronization
  25. 25. ® Customer Care and Insights top trends for banking 2.0 - Italia 5 – Collaboration Agenda: Real time / Social / Mobile collaboration per ottimizzazione processi, integrazione contestuale competene/conoscenze, riduzione costi.Collaboration accelerator (on premise) Interazioni realtime per segmentiWealth/ Affluent/Direct (es. CorporateEmployee bankingservices) Non necessaria ladistribuzione SWesterna, 100% web VEDI DEMO LIVE
  26. 26. ®Customer Experience Suite for banking 2.0 - Italia6 – Social Commerce services for banking marketplaces Seamless engagement process experience Social network integration, remote widgets, social bridging, 1 click SSO
  27. 27. ® Customer Experience Suite for banking 2.0 - Italia 6 – Social Commerce services for banking marketplaces Cross Channel Precision Marketing Mobile Commerce Automated, one-to-one marketing based on Support for mobile shopping, preference and behavior across sales channels marketing messages, order status & list Social Commerce Supports easy integration via Management Center for Business Users sMash for Ratings & Reviews, Business user tools for Dialog Builder, Blogs, Photos, and Profiles Segmentation & Marketing Spots Business Dialog Builder Shopper Master Data User Extend prospect and customer social data schema to manage targeted marketing plans Improved Foundation B2B Starter Store Underlying software stack of WAS and DB2 Web 2.0 based store model for updated to leverage latest versions rich & streamlined experience27
  28. 28. ®Customer Care and Insights top trends for banking 2.0 - Italia7 - Banking Mashups for self services customers
  29. 29. ®Descrizione della soluzione IBM Banking 2.0Casi: HSBCAltri casi
  30. 30. ®IBM Customer Experience Suite / Financial ServicesHSBC-One: running ONE global brand onCustomer Experience Suite
  31. 31. ®IBM Customer Experience Suite / Financial ServicesHSBC-One: Global Customer Service - serving 50 millioncustomers Over 50 million customers Personalized content based on account level and usage Regionalized content delivered to over 40 countries/languages Scalability to meet increased demand > 50K concurrent user capacity at one site alone Portal supports lines of business: Personal Financial Services Corporate Banking Payments Insurance Premierhttp://www.hsbc.com Stock Trading
  32. 32. ®IBM Customer Experience Suite / Financial ServicesHSBC-One: Crafting an Exceptional User ExperienceDynamic targeting rules for mkt segmentation/campaigns
  33. 33. ®IBM Customer Experience Suite / Financial ServicesHSBC-One: Direct Marketing - Same targeted offer –different content or scripting / dynamic adverstising Which picture had the best click thru rate on the Home Page?A B 1.75% 2.30% 35% Difference Between Best & WorstC D 1.71% 1.88% 23% uplift just from changing a The optimized content can be anything door color! Who would have – image, text, links or tools guessed? 33
  34. 34. ®So what’s in for You?Call Max for a fast chat on it: linkedin.com/in/maxardigo

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