IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

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Your Customer in Context
Presented by Kevin Bishop, VP Enterprise Marketing Solutions, IBM

Published in: Technology, Business
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IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

  1. 1. Smarter Commerce: Your Customer in Context Kevin Bishop, VP Enterprise Marketing Solutions © 2013 IBM Corporation
  2. 2. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT Lily Robinson – Age 3½
  3. 3. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT 92% 39% 77% of consumers trust earned media think social will improve forecasts of B2B buyers put the most weight on what the people they know and trust say about companies and products #IBMINTERCONNECT Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010 Maximizethe Moment
  4. 4. •4 #IBMINTERCONNECT Maximizethe Moment
  5. 5. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT You don’t know me. You’re not connecting with me. It’s too hard.
  6. 6. #IBMINTERCONNECT “We can now identify and act upon changes in individual customer behavior and ensure our communications are timely and relevant to our customer’s emerging needs.” –Don MacDonald, Head of Group Customer Analytics and Decisioning #IBMINTERCONNECT
  7. 7. Offering targeted real-time personalized promotions
  8. 8. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  9. 9. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT Understand Understand your customer and their intentions Connect Connect with your customers and your value chain Engage Engage at the right time and place with the best action
  10. 10. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT FULLY ENGAGED CUSTOMERS SPEND and RECOMMEND 3x 2x MORE Customer Sat 1% 4.6% Market Value Gain =
  11. 11. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  12. 12. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  13. 13. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT Transforming Client Engagement
  14. 14. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  15. 15. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT Transforming Client Engagement
  16. 16. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  17. 17. #IBMINTERCONNECT BIG DATA & ANALYTICS #IBMINTERCONNECT
  18. 18. #IBMINTERCONNECT MOBILE #IBMINTERCONNECT
  19. 19. #IBMINTERCONNECT SOCIAL Aug 2013 Sept 2013 #IBMINTERCONNECT
  20. 20. #IBMINTERCONNECT Cloud Suite C-Suitefor the #IBMINTERCONNECT
  21. 21. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT For every spent were generated $1 $12
  22. 22. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT
  23. 23. #IBMINTERCONNECT © 2013 IBM Corporation Thank You
  24. 24. IBM Augmented Reality Shopping Advisor Experience Driven Business Model Innovation Immersive Omni-Channel Experiences 9 8 8 9 8 8 Lowest amount of sugar Any gallon of milk - $0.99 till 18:30 today!
  25. 25. #IBMINTERCONNECT © 2013 IBM Corporation Thank You

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