Lars-Olof Allerhed              Isafjordsgatan 1                                           164 92 Stockholm           Soci...
Customer Focus is CEO Imperative   2010 IBM Global CEO Study   High-performing companies capitalize on complexity in three...
Customer Web Experience Elements Are Key   2010 IBM Global CEO Study   High-performing companies capitalize on complexity ...
Why the Focus on Customers?    Retaining customers is linked to increased profitability    2% increase in customer retenti...
With Exceptional Web Experiences That Are...                                                Know YourBalance Form &       ...
2011 Exceptional Web Experience Focus                                            Social              Exceptional          ...
02/22/11   © 2011 IBM Corporation
02/22/11   © 2011 IBM Corporation
02/22/11   © 2011 IBM Corporation
02/22/11   © 2011 IBM Corporation
   Vision about the “art of the possible” for                    Web/Content     engaging Customers on the web           ...
Tapping Social Communities in ContextSocial Managing social networking integration into web       properties or Portal app...
Lowering the cost of mobilizing applications          WebSphere Portal mobile options         Customer Need               ...
Business Jump-Start Templates  Driven  Speed Time-to-Value •    Extensible, Configurable Software Templates        –      ...
Business            Web Experience Integration Modules Driven             Customizable Source Files for Common Integration...
IBM Exceptional Web Experience Strategy                                                    Industry Toolboxes   IBM       ...
Portals, Content, and eForms                      •   Gartner – IBM is #1 in the Portal market for the                    ...
Exceptional Web Experiences Can Deliver...19                                                © 2011 IBM Corporation
Exceptional Web Experiences      Deliver Better Business Outcomes          Business advantage                             ...
Lars-Olof Allerhed              Isafjordsgatan 1                                           164 92 Stockholm           Soci...
IBM Collaboration Forum - Lars-Olof Allerhed
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IBM Collaboration Forum - Lars-Olof Allerhed

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Exceptional Web Experiences and IBM Northstar project
Denna presentation lär dig mera om hur du kan förbättra dialogen med dina kunder med hjälp av IBMs lösningar inom Exceptional Web Experience och Exceptional Customer Experience. IBM:s lösningar kan hjälpa dig att knyta kunderna närmare ditt varumärke, öka kundnöjdheten samt minska kostnader.

Denna presentation hölls vid IBM Collaboration Forum 2011 i Stockholm.
Talare: Lars Olof Allerhed, Collaboration Evangelist, IBM Collaboration Solutions

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IBM Collaboration Forum - Lars-Olof Allerhed

  1. 1. Lars-Olof Allerhed Isafjordsgatan 1 164 92 Stockholm Social Evangelist WW Tiger Team IBM Collaboration Solutions Tel +46 70 793 29 61 lollo@se.ibm.com http://twitter.com/allerhed02/22/11 © 2011 IBM Corporation
  2. 2. Customer Focus is CEO Imperative 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 development Exploit the information explosion to hear the voice of your customer through the vast amounts of data, understand it , and act.IBM.com/CEOStudy © 2011 IBM Corporation
  3. 3. 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 single most important Web Platform theme. Engage customers in new ways that increase interest and loyalty to generate demand and revenue sources Better understand customer needs and involve customers Social Web 2.0 more effectively and directly in product and service development Exploit the information explosion to hear the voice ofIBM.com/CEOStudy Analytics your customer through the vast amounts of data, understand it , and act. © 2011 IBM Corporation
  4. 4. Why the Focus on Customers? Retaining customers is linked to increased profitability 2% increase in customer retention has the same effect on profits as cutting costs by 10% 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry Acquiring new customers can cost 5x more than satisfying and retaining current customers5 © 2011 IBM Corporation
  5. 5. With Exceptional Web Experiences That Are... Know YourBalance Form & IntendedFunction: Visual Audience: DeliverAppeal + Ease of Precisely WhatUse Equally They Need/WantImportantPeople AreEverywhere: Turn CustomersExplosion of Into Advocates:Mobile Means A Ensure A Reliable,Moving Target! Secure Experience 6 © 2011 IBM Corporation
  6. 6. 2011 Exceptional Web Experience Focus Social Exceptional Web Experience Mobile Business Driven7 © 2011 IBM Corporation
  7. 7. 02/22/11 © 2011 IBM Corporation
  8. 8. 02/22/11 © 2011 IBM Corporation
  9. 9. 02/22/11 © 2011 IBM Corporation
  10. 10. 02/22/11 © 2011 IBM Corporation
  11. 11.  Vision about the “art of the possible” for Web/Content engaging Customers on the web Platform Analytics Search  Multi-year IBM strategy to deliver the capabilities for our customer to excel at customer-facing experiences Social Commerc  Guide for IBM investment focus both Mobile Unified organic and inorganic investments Communications Rich Media  Nimble to continually absorb and simplify People are at the center of an exceptional emerging advances to help customers experience; Capabilities are employed as differentiate sites necessary to help achieve experiences that meet/exceed the expectations of the intended12 © 2011 IBM Corporation user(s)
  12. 12. Tapping Social Communities in ContextSocial Managing social networking integration into web properties or Portal applications Social collaboration in the context of an application Growing Catalog of Lotus® Connections Integration Portlets Controllable access via portal profiling Built with WebSphere Portlet Configure Profile, see network Factory, includes customizable contacts, accept pending builder code invitations In context communities, blogs, Supports read / write wikis or activities ATOM feeds using Connections REST APIs Dynamically filtered Tag Clouds filter entries through inter-portlet Features communication  Activities  Blogs  Bookmarks  Tag Clouds Content Teasers launch  Profiles, networks Connections portlets with  Wikis content filtered by  Doc libraries configured tag 02/22/11 © 2011 IBM Corporation
  13. 13. Lowering the cost of mobilizing applications WebSphere Portal mobile options Customer Need Solutions ● Mobile Web applications or Mobile Portal Accelerator content for virtually any mobile device browser 7,500 + Devices Portal Mobile Webkit Themes ● Extend a Web experience to mobile devices for specific smart Available today for iPhone phone browsers Coming soon for Android, Blackberry, iP Works with your favorite development to• Rapidly develop and deploy web Portlet Factory and hybrid mobile applications that have a native smart phone, look + Portal Mobile Webkit Themes and feel Q1 2011 Beta Preview• Write once, run on many devices – tablets, kiosks, web, PDA and more 14 © 2011 IBM Corporation
  14. 14. Business Jump-Start Templates Driven Speed Time-to-Value • Extensible, Configurable Software Templates – Software to accelerate solution construction for specific business needs – Prebuilt collaboration components, Portal sites and structure commonly used in a target industries – Code that customers or partners can easily modify and customize • Built-in Best Practices – To help IT speed deployment and reduce the cost of portal-based business solutions – Solve recurring user needs in a best practice way • Showcase for successful interaction patterns spanning the Lotus collaboration portfolioHealthcare Patient Portal Government Self Service Online Banking Retail Vendor Portal Insurance Agency Portal Portal, WCM Portal, WCM, Forms Portal, WCM, Connections, ST Portal, WCM, Forms, ST Portal, WCM, Forms, Connections, ST, Dashboards 02/22/11 © 2011 IBM Corporation
  15. 15. Business Web Experience Integration Modules Driven Customizable Source Files for Common Integration Scenarios • Available as component downloads from Greenhouse catalog http://www-10.lotus.com/ldd/portalwiki.nsf/dx/Reusable_assets_and_resources_for_WebSphere_Portal Account Registration and Self Unified Task and Check Lists eBanking Portlets Care Models provide a presentation Aggregate tasks from multiple systems into Customizable transaction and layer where portal users create, modify, a similator portlets for a range of or delete data in the user registry. single UI. Users can complete to advance e-banking services for both workflows or launch an inline eform web and mobile devices Appointment Scheduling Web Content Template Catalog 02/22/11 © 2011 IBM Corporation Live Chat
  16. 16. IBM Exceptional Web Experience Strategy Industry Toolboxes IBM Industry templates, assets, andWebSphere® best practices to maximize “Out-of-Box” value Portal IBM Accelerators extend functionality as needed to match customers needsWebSphere Portal Core Integration Platform Increasing Completeness © 2011 IBM Corporation
  17. 17. Portals, Content, and eForms • Gartner – IBM is #1 in the Portal market for the 9th straight year • Second Fastest growing software product in IBM history • 1/6 of all internet users have used WebSphere Portal • Most secure role based access control • 10 out of the top 10 global banks run IBM Portal • Some deployments support over 100 million users • JSR 168 and 286 support • 15 – 25% reduction in paper form costs with electronic eForms, workflow, and electronic signatures • IBM has invested over $1 Billion in the last 1002/22/11 © 2011 IBM Corporation years
  18. 18. Exceptional Web Experiences Can Deliver...19 © 2011 IBM Corporation
  19. 19. Exceptional Web Experiences Deliver Better Business Outcomes Business advantage Technology advantage Conversation spectrum Growth Customer Satisfaction Efficiency HSBC realized a 35% improvement in  Lufthansa handles 10,000 people  Miami-Dade County saved $1 million marketing campaign revenue making travel requests every second per year in labor costs Bharti-Airtel grew subscribers from 6  LA County offers a consistent online  US Army saves $1.3 Billion per year million to 110 million in six years while experience across 38 departments for supporting 1.4 million Army personnel providing quality services and support 10.4 million constituents online  Harley-Davidson improved IT efficiency  Boston Medical increased referrals by by 80% Lufthansa supports 16,000 customer 30% and reduced no-show rates by 10% check-ins/day. In 2008, 3.7 million online flights were booked, growing by  Wimbledon efficiently scaled its website 37% in 2009  Woodmen of the World reduced call to serve 12.3 million people in 2009, center support calls by 30% 23% more than in 2008 20 © 2011 IBM Corporation
  20. 20. Lars-Olof Allerhed Isafjordsgatan 1 164 92 Stockholm Social Evangelist WW Tiger Team IBM Collaboration Solutions Tel +46 70 793 29 61 lollo@se.ibm.com http://twitter.com/allerhed02/22/11 © 2011 IBM Corporation

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