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Ibm ibm exceptional digital experiences

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IBM Digital Experience offers integration excellence
Empowers marketers to deliver
individualized messages & offers for
growing revenues across the customer
lifecycle
 Optimizes marketing activities & increases
response rates by personalizing digital
dialogues driven by segments and
campaigns

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Ibm ibm exceptional digital experiences

  1. 1. Exceptional Digital Experiences Tony Fiorot WW Portals and Digital Experience Solution Sales Leader afiorot@us.ibm.com
  2. 2. IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here. Please Note
  3. 3. Mobile - 75% of the world’s population have a mobile device2 Social - 25% productivity increase1 Cloud - 60% of CIOs indicate that cloud is one of their top 5 priorities3 Analytics - 63% competitive advantage4 Security – 21B Security hits a day thru IBM Security software
  4. 4. Continuous Customer Engagement Employee Engagement - Create a Smarter Workforce Systems of Engagement * * *ENGAGMENT TO GROW THE BUSINESS
  5. 5. The results of focusing on Systems of Engagement that provide Exceptional Digital Experience 30% higher rating for web self-service than help desk Increased customer satisfaction 30% increase in referral rates 60% increase in online sales conversion Improved win rates 85% sales conversion rate when used as web tools 62% of customers didn’t need to call for assistance Increased operational efficiency 2x increase in self-service transactions 61% faster service delivery to new customers Faster time to market Develop and bring new products to market in 1/3 the time 5
  6. 6. 6 RELEVANT: Deliver what they need now, informed with analytics, consistent across channels COMPELLING: Entertaining, interactive, informative, trusted FLEXIBLE: Adapt to organization’s evolving needs EMPOWERING: Personalized, seamless, provide the resources and expertise they want Content rich Media Mgmt Social and UCC Mobile Analytics Optimize Integration CloudCommerce Marketing Mgmt Portal Personalize Targeting What does it mean to be exceptional
  7. 7. Our value proposition IBM helps you attract, engage, delight, and maximize lifetime value of customers, employees, and partners, by enriching the ways you engage with each of them.
  8. 8. Ignite And Grow Customer Relationships Convert Digital Prospects To Loyal Customers Curate Meaningful Customer Interactions Deliver Empowering Digital Experiences Understand Your Customers Deliver Exceptional Experiences Across All Channels Maximize Sales, Profit And Shopper Loyalty Serve And Delight Your Customers Reinvent And Automate Complex B2B Sales Processes Personalize The Store Experience Proven patterns for business outcomes
  9. 9. © 2014 International Business Machines Corporation 9 IBM Digital Experience software will help you Delight your customers Engage them as individuals Build durable relationships
  10. 10. © 2014 International Business Machines Corporation 10 http://web.archive.org/web/20050612014348/https://www.53.com/wps/portal/personal 16 June 2005
  11. 11. © 2014 International Business Machines Corporation 11 26 Feb 2014 Images © Jyske Bank A/S http://www.jyskebank.dk Facebook & Google play store
  12. 12. © 2014 International Business Machines Corporation 12 08:30am On my commute to work, I browse some bank account types I’m interested in
  13. 13. © 2014 International Business Machines Corporation 13 Website Images © Jyske Bank A/S http://www.jyskebank.dk Facebook & Google play store 12:30pm In a bit of downtime at work, I read a bit more and possibly even start an application
  14. 14. © 2014 International Business Machines Corporation 14 09:00pm I check what the Bank’s Facebook page looks like & what people are saying there
  15. 15. © 2014 International Business Machines Corporation 15 Website Images © Jyske Bank A/S 09:30pm In the evening, I finish my research on my iPad and submit an online account application.
  16. 16. © 2014 International Business Machines Corporation 16 08:30am The next morning I log on to the Bank’s app to check my balance.
  17. 17. © 2014 International Business Machines Corporation 17 Customers’ expectations are soaring… Empowering Compelling Consistent Relevant Trustworthy Putting you in charge Match and exceed your expectations Regardless of your device Knows who you are and what you need Validated, rated
  18. 18. © 2014 International Business Machines Corporation 18 As a result, leaders are redefining their agendas and reprioritizing investments focused on reshaping the customer experience Sources: -2012 IBM Global CMO Study -2012 IBM Global CIO Study- 2009 IBM Global CSCO Study •2012 IBM Global CEO Study 73% of CEOsare prioritizing investments in customer insights 74% of CIOssay mobile solutions are part of their vision for increasing competitiveness 82% of CMOsPlan to increase the use of social media 70% of COOsIdentify supply chain visibility as the top challenge in delivering on their agendas
  19. 19. © 2014 International Business Machines Corporation 19 90%of consumers expect personalization Source: IBM Institute for Business Value and Center for Applied Insights 32%only claim to be highly effective at engaging individual customers
  20. 20. © 2014 International Business Machines Corporation 20 Customers’ expectations are soaring… …and going unmet What customers want: Empowering | Compelling | Consistent | Relevant 80% of CEOs think they deliver a superior customer experience Only 8% of their customers agree *SOURCE: The State of Marketing 2013: IBM’s Global Survey of Marketers, IBM Center for Applied Insights
  21. 21. © 2014 International Business Machines Corporation 21
  22. 22. © 2014 International Business Machines Corporation 22 WordOfMouthdesignedbyRyanDellfromtheNounProject ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject AnalyticsdesignedbySimpleIconsfromtheNounProject Target customers as individuals Deliver exceptional experience Feedback,optimize Understand what works and why
  23. 23. © 2014 International Business Machines Corporation 23 Self-service layout tools. First-class mobile support. Rich media support. Advanced application integration. Social business built-in.
  24. 24. © 2014 International Business Machines Corporation 24 Self-Service Tools to Create Secure Websites in Minutes
  25. 25. © 2014 International Business Machines Corporation 25 Put site creation tools in the hands of the people who own the sites
  26. 26. © 2014 International Business Machines Corporation 26 Put site creation tools in the hands of the people who own the sites
  27. 27. © 2014 International Business Machines Corporation 27 Mobile First Create great digital experiences once which respond to mobile phones and tables, with no extra work Create mobile apps that extend digital experiences with device features such as camera, location, media ,etc.
  28. 28. © 2014 International Business Machines Corporation 28 Native Container Web Code Device APIs Camera Accelerometer Compass Contacts IBM Worklight provides the framework to extend digital experiences with device features such as: App Ecosystem App Store Also allows the digital hybrid experience to take advantage of: Geo location Media Secure Off-line Notifications (across mobile OS) More… App Management App automation testing Multichannel Applications – Mobile Hybrid
  29. 29. © 2014 International Business Machines Corporation 29 Manage compelling rich media through WCM Rich Media Edition
  30. 30. © 2014 International Business Machines Corporation 30 IBM Digital Experience and Brightcove Integration • Increases engagement by delivering professional quality video to any device • Enables content marketers to seamlessly incorporate videos – Browse, search, preview, insert and upload videos to Brightcove • Leverages best in class video platform capabilities from Brightcove – Intelligent player that optimizes playback by detecting bandwidth and device type – Branded experiences with WYSIWYG player styling – Broad reach with Content Distribution Network delivery for fast, secure playback Browse, Search, Preview, Insert and Upload Videos Provides HD Video Streaming for Delivering Captivating Immersive Digital Experiences
  31. 31. © 2014 International Business Machines Corporation 31 Integrated social media publishing
  32. 32. © 2014 International Business Machines Corporation 32 Publishing and managing multi-locale content
  33. 33. © 2014 International Business Machines Corporation 33 Self Service Citizen Government
  34. 34. © 2014 International Business Machines Corporation 34 Toronto Waterfront
  35. 35. © 2014 International Business Machines Corporation 35 SWIFT Transportation SmartPhone Intranet
  36. 36. © 2014 International Business Machines Corporation 36 SWIFT Transportation Responsive Design Photo Summited by Swift driver: Robert Smith
  37. 37. © 2014 International Business Machines Corporation 37
  38. 38. © 2014 International Business Machines Corporation 38 Blending Rich Content with Applications at StraightTalk
  39. 39. © 2014 International Business Machines Corporation 39 IBM Digital Experience offers integration excellence  HR Self-Service  Executive Dashboards  Field Sales/Support  Call Center/Customer Service  Project Planning • Hide Complexity • Consolidation • Personalization • Self Service • Adoption Rates • Cost Avoidance • App Reuse • Multi-channel • Role Based • Security • Single Sign On • Navigational Model • Branding
  40. 40. © 2014 International Business Machines Corporation 40 System of Engagement GO-TO destination for cycling enthusiasts Expertise Competitive Differentiator
  41. 41. © 2014 International Business Machines Corporation 41 Up to 20% higher conversion from the learning center compared to other referrers Performance Bicycle boosts conversion with an online learning center 300% increase in traffic to the learning center in first four months 41 Commerce Site Video Web Content Mgmt
  42. 42. © 2014 International Business Machines Corporation 42 ILLY's Customer Engagement PUT CUSTOMER EXPERIENCE FIRST 40% INCREASE IN TRAFFIC 70% CONTENT ONLINE IS STORYTELLING
  43. 43. © 2014 International Business Machines Corporation 43
  44. 44. © 2014 International Business Machines Corporation 44 Slumberland Intranet Digital Media • TV Ads (Video) • Radio Ads • Sales Content • Sales Promotions • Sales Training 13 Person IT Staff (1% of Revenue) Digital Experience Social Realtime Form Based Employee Sales Engagement
  45. 45. © 2014 International Business Machines Corporation 45 FIDM’s Digital Experience Fashion Institute of Design & Merchandising Students Employees Public E -Commerce Social Intranet
  46. 46. © 2014 International Business Machines Corporation 46 WordOfMouthdesignedbyRyanDellfromtheNounProject ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject AnalyticsdesignedbySimpleIconsfromtheNounProject Target customers as individuals Deliver exceptional experience Feedback,optimize Understand what works and why
  47. 47. © 2014 International Business Machines Corporation 47 “Insight to action” with a few clicks Manage omni-channel campaigns Self-learning digital recommendations IBM Digital Marketing Network integrates 100+ partners
  48. 48. © 2014 International Business Machines Corporation 48 Turn every customer touchpoint into a channel for the type of personalized marketing messages perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut perspiciatis unde omnis iste natus fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat blank DETAILS http://www.voluptatem.quia/maliquam.html “Greetings” reason for call resolution[authentication] hold time… ? ? CALL CENTER WWW OFFER !perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat blank HOME PAGE http://www.voluptatem.quia OFFER OFFER OFFER !
  49. 49. © 2014 International Business Machines Corporation 49 Key to IBM real-time decisioning process is its ability to recognize event patterns Without event patterns With event patterns With time-bound patterns A customer visits an iPad product page. A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages. A customer visits an iPad product page after visiting Kindle Fire and Samsung Galaxy pages earlier in the week. An account holder calls about mortgage rates. An account holder has made three calls about mortgage rates. An account holder has made 3 calls about mortgage rates this month.
  50. 50. © 2014 International Business Machines Corporation 50 IBM Digital Marketing and Digital Experience Integration  Empowers marketers to deliver individualized messages & offers for growing revenues across the customer lifecycle  Optimizes marketing activities & increases response rates by personalizing digital dialogues driven by segments and campaigns  Provides simple drag & drop of marketing content spots for delivering personalized digital content across channels  Integrates with IBM Interact Personalizes Digital Interactions for Attracting New Prospects and Increasing Revenues Personalized Dialogues with Simple Drag & Drop Integration
  51. 51. © 2014 International Business Machines Corporation 51 WordOfMouthdesignedbyRyanDellfromtheNounProject ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject AnalyticsdesignedbySimpleIconsfromtheNounProject Target customers as individuals Deliver exceptional experience Feedback,optimize Understand what works and why
  52. 52. © 2014 International Business Machines Corporation 52 Cloud-based intelligent analytics. Not just what, but why. Integrated with marketing execution. Track Social Media impact.
  53. 53. © 2014 International Business Machines Corporation 5353 • Out of the box reports, dashboards and workbooks to help you analyze content, marketing and site design effectiveness • Segment your customers to understand their tendencies and interests • Collect granular data to understand specific portlet performance and user navigation Pre-Built Analytics Dashboards for Web Content
  54. 54. © 2014 International Business Machines Corporation 54 Quantitative analysis suggests there is a problem – but why? Funnel Conversions indicate a drop off compared to prior visitor sessions…
  55. 55. © 2014 International Business Machines Corporation 55 By using IBM Tealeaf, the analyst can replay any session to visualize exactly what is going wrong Session replay allows the Tealeaf analyst the ability to see exactly what the user saw on your site, and understand where they had issues.
  56. 56. © 2014 International Business Machines Corporation 56
  57. 57. © 2014 International Business Machines Corporation 57
  58. 58. © 2014 International Business Machines Corporation 58 IBM Digital Experience software will help you Delight your customers Engage them as individuals Build durable relationships
  59. 59. © 2014 International Business Machines Corporation 59 Source: Forrester Market Overview: Digital Customer Experience Delivery Platforms by David Aponovich and Mark Grannan, November 26, 2013 http://w3-03.ibm.com/software/analyst/collaborationhome.shtml
  60. 60. © 2014 International Business Machines Corporation 60
  61. 61. © 2014 International Business Machines Corporation 61
  62. 62. © 2014 International Business Machines Corporation 62
  63. 63. © 2014 International Business Machines Corporation 63 © 2013 IBM Corporation IBM provides unparalleled experience on how to achieve business value CXO Studies Define Business Value Establish Strategy Accelerate Adoption Learn Act Social Patterns Whitepaper
  64. 64. © 2014 International Business Machines Corporation 64 For More Information IBM Customer and Employee Experience Suite, WebSphere Portal and Web Content Manager Software and Solutions http://www-01.ibm.com/software/info/customerexperience/ http://www-01.ibm.com/software/collaboration/products/employeeexperience/ WebSphere Portal and IBM Web Content Manager Information Center http://www.ibm.com/developerworks/websphere/zones/portal/proddoc.html WebSphere Portal and Web Content Manager Version 8.0.0.1 Reviewer's Guide ftp://ftp.software.ibm.com/common/ssi/ecm/en/lob14007usen/LOB14007USEN.PDF IBM Digital Experience Demonstrations: /http://www.youtube.com/user/IBMXWebX IBM Collaboration Services Business Solutions Catalog https://greenhouse.lotus.com/catalog/
  65. 65. © 2014 International Business Machines Corporation 65 QUESTIONS
  66. 66. © 2014 International Business Machines Corporation 66 © Copyright IBM Corporation 2014 All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Cognos, the Cognos logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others. Icon credits: Word Of Mouth designed by Ryan Dell from the Noun Project, Responsive Design designed by Roman Kovbasyuk from the Noun Project, Analytics designed by Simple Icons from the Noun Project

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