Software Day 2013. Social Business and Commerce Strategy


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Software Day 2013. Social Business and Commerce Strategy

  1. 1. Dave Thompson – ICS Executive, Middle East & AfricaTwitter: @DaveBThompsoneMail:
  2. 2. Please note:IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal withoutnotice at IBM’s sole discretion.Information regarding potential future products is intended to outline our general product direction and itshould not be relied on in making a purchasing decision.The information mentioned regarding potential future products is not a commitment, promise, or legalobligation to deliver any material, code or functionality. Information about potential future products may notbe incorporated into any contract. The development, release, and timing of any future features orfunctionality described for our products remains at our sole discretion.Performance is based on measurements and projections using standard IBM benchmarks in a controlledenvironment. The actual throughput or performance that any user will experience will vary depending uponmany factors, including considerations such as the amount of multiprogramming in the users job stream,the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurancecan be given that an individual user will achieve results similar to those stated here.
  3. 3. Success comes from creating and delivering exceptional experiences Customers 5 20% 81% Seconds to engage Larger order size when buying on Get product purchase customers tablet advice By 2014, Employees 50% 1.3 87% millennials Billion global mobile workers less likely to leave when by 2015 highly engagedSource: 1 ”When Seconds Count”, Aug 2010, Equation Research, 2 “Tablets: Ultimate Buying Machines”, Sept 28, 2011, Wall Street Journal, 3 Click Z, Jan 2010,4 Millennials: “We R Who We R”, Feb 5, 2011, Millennial Marketing, 5 IDC, Worldwide Mobile Worker Population 2011-2015 Forecast, doc #232073, December 2011 6 Independent Study by The Corporate Executive Board, 2004
  4. 4. Delighting clients and better engaging employees generates more successful business outcomes Increase Visibility Can increases website traffic by 145 million visits (6) Improve Customer Service Speeds up Product Can achieve 5% reduction in customer defection rate increasing Development profits by up to 68% (2) Can develop and bring new products to market in 1/3 time (3) Increases Sales Can increase sales manager revenue by 40% and improve Increases Marketing efficiency by up to 50% (1) Can achieve 100% increase in market exposure (4) Maximizes Employee Reduces Employee Productivity Turnover Can retain the knowledge of seasonal staff within the company, and thus Can reduce turnover, highly engaged increase customer satisfaction in our employees are 87% less likely to leave resorts (7) their organizations than highly disengaged employees(5)Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case studySource 5:Independent Study by The Corporate Executive Board, 2004, Source 6 Case study, Source 7 Robinson Club
  5. 5. Clients Present Exceptional Web Experience Successes Includes:-myCignaInformationWeek recently named Cignas customer online health carecost and quality capabilities on one of the top teninnovations of 2012. Learn how Cigna leverages IBM WebSphere® Jyske BankPortal to continually provide an exceptional web experience for their The Jyske Bank business and technical team leads will share how theycustomers. achieved their goals to deliver modern, responsive web presences with mobile services across more than twenty legacy banking web sites, with reduced costs. Slumberland Furniture Horizon Healthcare Services With 125 stores across 12 states and a 14-person IT department, Horizon leverages IBM WebSphere Portal to deliver a more personalized Slumberland recently implemented an Exceptional Work Experience – experience empowering business users to seamlessly and quickly reach built with IBM Connections, IBM Web Content Manager, WebSphere customers. Next up is integration with WebSphere Commerce, IBM Portal, and Genus Media Upshot - revamping its merchandising Connections and IBM Worklight -- which will provide an exceptional, processes and socially enabling mission-critical applications, in their collaborative marketplace at the forefront of healthcare in the future. employee portal. Screen Images and Names not to be redistributed
  6. 6. IBM offers a full range of industry leading capabilities to meet therequirements of any organization Smarter Workforce Exceptional IBM Employee Experience Suite Customer Experience Kenexa Talent Management Suite IBM Customer Experience Suite Social Networking Social Analytics Social Content Social Integration IBM Connections IBM Enterprise Content IBM Social Analytics Suite IBM WebSphere Portal IBM Notes & Domino Social Management Edition IBM Web Content Manager IBM Sametime Deployment Options IBM SmartCloud for Social Business Dedicated Private Cloud On Premises Hybrid
  7. 7. Entering 2013 with a Newly Refreshed Portfolio IBM Customer Experience Suite V8.0 IBM Employee Experience Suite V8.0 SolutionsFoundation IBM WebSphere Portal V8.0 IBM Web Experience Factory V8.0 IBM Web Content Manager V8.0 IBM Forms V8.0 Commerce Social ECM Analytics EMM Collaboration BPM Seamless, Integrated Social Insight with Instrumented Web Analytics Community Pages for delivering IBM Connections applications Analytic Overlays for at-a-glance, real-time, graphical data from seamlessly and in context, to individual web users/roles IBM Coremetrics directly within the web experience OpenID support for single-sign via Facebook, Google, etc.Highlights Craft Web Experiences in Minutes Updated Content Template Catalog helps business and web Social Media Publishing Made Simple developers jump-start web experience creation using an array pre- WCM Social Media Publisher enables LOB crafting & publishing to built popular web experience page templates Facebook, Twitter, LinkedIn & IBM Connections simultaneously a snap New Home Page helps authors quickly and easily create new Provides analysis of impact (tracks Like, Shares, Comments) content, navigate to and access their favorite items & projects Go with Mobile/Smartphone Experiences Deploy More In Less Time IBM WebSphere Mobile Portal Experience theme for ease in New Web Web Experience Patterns for IBM PureApplication delivering web applictions to iPhones, Android and Blackberries System dramatically simplify deployment, ensure scalability and New IBM Worklight entitlement extends web applications to the App continually optimize the performance of web applications at a Store with hybrid mobile web applications fraction of traditional IT economics
  8. 8. Leaders choose IBM based our track record Over Over 8,000 1 in 6 300 Positioned in Leaders Proven people globally are a named million named users from Quadrant for Horizontal Internet and Portals* by Gartner Expertise customer-facing user in WebSphere Portal top customers internet customers Global 6 of top 13 of top 12 4 of top 500+ 10 20 6 Clients of the Healthcare Government banks retailers largest telcos companies agencies* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings.Gartner research publications consist of the opinions of Gartners research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties ofmerchantability or fitness for a particular purpose
  9. 9. Leaders in every industry are creating Exceptional Web Experiences
  10. 10. Exceptional Web Experience Award Winners 2012 ... let us help you get on the list this year! Wells Fargo Blue Cross Blue Staples Shield of Tennessee 2012 Intranet Design Award Retirement Site Dashboard The “HUB” Employee Site Online Advertising and Marketing Nng 2012 Intranet Design BlueAccess Member Portal Award Winner Award Winner Web Marketing Association Award Outstanding Achievement in Web Development Cigna BMO CEMEX 2012 Consellation Supernova AwardTop IT Innovator by InformationWeek 500 #1 Overall Customer Experience Constellation Research Online Banking SuperNova Award Winner Cigna Insurance Member Portal 2012 Keynote Systems - Ranked #1 in InformationWeek Top Ten Technology “Future of Work” for Employee Overall Customer Experience Portal Innovations Award Winner triglav Saudi Arabia Ministry of Communication & IT 2012 WEBSI Award Digital Excellence Award 2012 WEBSI Online Champion Digital Excellence Award, Ministry Award - B2B & B2C of Communication & Information Technology- Saudi Arabia
  11. 11. Social Portal is essential for business success Promote single brand & Enable collaboration communicate through within and outside the high impact multi-channel company strategy Link customer to in context information for Provide greater sense of cross sell Revenue employee satisfaction Competitive Global Glue Generation Advantage Smarter Commerce Provide contextual Social Front End of Business value Transformation Provide dynamic role Flexible applications based user experience assembly by leverage technology investments Publish personalized Operating Productivity content to the right roles Efficiency Enhancements on the right devices at the Simplify & standardize, right time reduce complicity Time to Value Reduce costs with self Putting the power back in the service model hands of the LOB
  12. 12. Integrating seamlessly with existing technology and providing secure multi-channel/mobile delivery Employees Customers Internal Lines of Business Applications Personalized Role Based Multi-channel Delivery Contextual Content Contact Center Cloud Enterprise Wide 360 Degree view Collaboration B2B Solution Capabilities Smarter Workforce Consumer Applications Self Service Dynamic Secure
  13. 13. Omron: Unlocking operational efficiency by delivering an integrated and social intranet Increases productivity Enables employees to locate product and technology expertise, share customer information, easily publish content and tag information for rapid retrieval Enables sales to share customer information Helps ensure that sales teams can share common information on customers, such as leads, purchases and locations, resulting in a more unified sales effort
  14. 14. Exceptional Web Experience Suites: Engaging customers and employees on theirterms
  15. 15. Differentiated: IBM ConnectionsLeading by creating a new world of possibilities © 2012 IBM Corporation
  16. 16. Differentiated: IBM Notes and Domino NextEmpowering today’s workforce © 2012 IBM Corporation
  17. 17. Legal Disclaimer • © IBM Corporation 2012. All Rights Reserved. • The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication 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 this presentation 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 this presentation 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. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. • If the text contains performance statistics or references to benchmarks, insert the following language; otherwise delete: 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 users 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. • If the text includes any customer examples, please confirm we have prior written approval from such customer and insert the following language; otherwise delete: All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. • Please review text for proper trademark attribution of IBM products. At first use, each product name must be the full name and include appropriate trademark symbols (e.g., IBM Lotus® Sametime® Unyte™). Subsequent references can drop “IBM” but should include the proper branding (e.g., Lotus Sametime Gateway, or WebSphere Application Server). Please refer to for guidance on which trademarks require the ® or ™ symbol. Do not use abbreviations for IBM product names in your presentation. 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  18. 18. Smarter Commerce – Create an Exceptional Customer Experience David Thompson | ICS Executive, Middle East & Africa Twitter: @DaveBThompson eMail: