IBM Social Business, Joseph Preston


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Joseph Preston, Sales Executive, IBM Web Experience and Social Software

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IBM Social Business, Joseph Preston

  1. 1. Joe Preston-Web Experienceand Social Business SoftwareOctober 2012Transforming the Business Environment:Becoming a Social Business © 2012 IBM Corporation
  2. 2. IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES Customer Experience and Customer Operations and Market Strategy Experience Design Supply Chain Aligning sales, marketing and Designing and delivering customer Designing operations, supply chain and the operations for innovation experience organization model to deliver customer value across brand touchpoints CORE BUSINESS SOLUTIONS AND PROCESSES Buy Market Sell Service • Supplier Integration & • Customer Awareness & • Cross-channel Selling • Delivery, Service, & Collaboration Analytics • Order Management & Support • Supply Chain • Social Media Marketing Fulfillment • Customer Integration & • Customer Self-Service Management • Marketing Interaction Optimization Collaboration • Case Management • Accounts Payable • Digital Marketing • Store Solutions • Source to Contract Optimization • Payments & Settlements • Supplier Lifecycle • Pricing, Promotion & Management Product Mix Optimization Smarter Analytics Improving customer experiences by embedding actionable insights into operational processes IBM SmartCloud Solutions and Smarter Computing Delivering agility, integration and automation to drive relevant business outcomes2 © 2012 IBM Corporation
  3. 3. Customers are in the drivers seat. Connecting with them individually requires a consistent and engaging online experience Changes required to meet customer expectations 72% improve understanding of individual customer needs 72% improve response time to market needs 58% harmonize customer experiences across channels Most important mechanisms to engage Engaging customers customers with Web 55% exceptional web + 47% social Social 57% 16% Today In 3 to 5 years Sources: IBM 2012 CEO study, Social Networking Leads As Top Online Activity Globally, comscore, December 2011. Social Media Influence In Purchasing “Social Media Now Influences Brand Perceptions, Purchase Decisions of 38 Million in US. June 2011, Social Commerce sales in US. Internet Retailer U.S. Social Commerce Sales 2011-2015.Smartphone users making purchase, eDigitalResearch and Portaltech Reply 20123 © 2012 IBM Corporation
  4. 4. Business leaders recognize the importance of leading throughconnections Percent of CEOs using Social Primary Channel for Engaging to Connect with Customers Customers within 5 YearsTop 3 CEO Priorities:Empowering employees Engaging customers Amplifying innovationthrough value and individuals with partnershipsSource: 2012 IBM CEO Study “Leading Through Connections4 © 2012 IBM Corporation
  5. 5. Winning customer loyalty requires delivery of meaningfulcustomer self service on the web 86% quit doing business w/ company bc bad customer experience 75% would prefer to use online support but only 37% try self service 50% of “How do I” questions could be deflected to self service IBMs Web Experience software helps our customers achieve : 90% lower cost to serve customer on web 62% customers didnt need to call 30% reduction in call center calls 2X increase self service transactions Customer results with Customer Experience Suite self serviceSource(s): Losses from poor customer service, The Cost of Poor Customer Service: The Economic Impact of Customer Experience in the US, Genesys. Harris Interactive, Customer Experience Impact Report. Onlineself service – March 2012 Coleman Parkes study of Customer Self Services. Customer results from self service. IBM Customer Engagements.5 © 2012 IBM Corporation
  6. 6. Three shifts are creating an opportunity for social technology tocreate real business value Pressure to build and share Increasingly influential and vocal expertise for competitive advantage customers Growing demand for 24/7 and mobile connectedness6 © 2012 IBM Corporation
  7. 7. Customers see many online experiences from your company7 © 2012 IBM Corporation
  8. 8. Customers need consistently exceptional self serviceexperiences across all channels8 © 2012 IBM Corporation
  9. 9. Exceptional online experiences deliver exceptional businessresults for our are a few Growth & Customer Reduce costs Time to Market Profitability Satisfaction 60% increase in online 30% higher rating for 62% customers didnt 84% faster time to sales conversion web self service than need to call find experts help desk 85% sales conversion 30% increase in 2X increase self service 61% faster service rate when use web referral rates transactions delivery to new tools customers 17% decrease in Move up 3 places in 90% lower cost to serve 50% faster delivery of shopping cart abandon national online customer services to citizens rate customer satisfaction ranking 3X online sales Answer more than 1M 30% reduction in call customer questions center rates a day9 © 2012 IBM Corporation
  10. 10. IBM capabilities support the full range of customer relationship and self service needsCustomer Relationship Self Service Support Customer Content Self Service Account Mgmt Customer Contact Delivery Delivery Support Online Product & Service Registration & profile Product & Service Content Dealer, franchise, store, Delivery management distributor & branch support Marketing Content Self-service problem Bill Presentment & Payment Contact Center support Social Content resolution Loyalty Programs Royal Bank of Canada Bharti Airtel Bank of Montreal 10 Florida Blue © 2012 IBM Corporation
  11. 11. Royal Bank of Canada transformed their online experienceand self-service capabilities to increase customer satisfaction Business Need Provided customers with a new online channel experience that deepens client relationships Leverage the online channel to grow product revenue, improve self-service, and reduce cost of fulfillment Flexibility to quickly deploy new business functions and services to the online channel Integrate and leverage the existing RBC back-end online infrastructure Real Results Real Results Advanced from 5th to 1st in online banking satisfaction rankings Advanced from 5th to 1st in online banking satisfaction rankings Increased online self-service transactions by 2X Increased online self-service transactions by 2X Awarded 2011 Best Consumer Internet Bank in Canada—Global Finance magazine Awarded 2011 Best Consumer Internet Bank in Canada—Global Finance magazine11 © 2012 IBM Corporation
  12. 12. BMO created an award winning customer self service experience that increased online revenueAward: 2011 CIO 100 AwardRecipient: BMO Financial Group BMO Financial Group wins 2011 CIO 100 Award for which offers unified global commercial online banking solutions. New platform makes it easier for BMO to identify customized up-selling and cross-selling opportunities. Single sign-on feature allows customers to access different services.12 © 2012 IBM Corporation
  13. 13. Bharti Airtels self service experiences deliver millions of customers on-boarded for rapid business growth Business Need Automating processes and delivering excellent service to grow revenue in price sensitive markets Deliver personalized content based on account level and usage Scalability to meet increased demand Real Results Real Results Ability to provide flawless service to 110 million customers at low margins Ability to provide flawless service to 110 million customers at low margins Process between 7-8 million transactions a day Process between 7-8 million transactions a day Process between 3-4 million new customers per month Process between 3-4 million new customers per month Real-time responses to customer requests Real-time responses to customer requests13 © 2012 IBM Corporation
  14. 14. deepens brand awareness and interactions for customers 2011 Web Marketing Association Award Winner! Real Results Real Results Enhance user experience for a single, consistent brand image across different online presences Enhance user experience for a single, consistent brand image across different online presences serving over 10M users a month serving over 10M users a month Scaled to support 200 million unique visitors a year, an increase of 145 million visits since 2007 Scaled to support 200 million unique visitors a year, an increase of 145 million visits since 2007 Enabled the company to migrate 75 percent of its existing applications to the new IBM solution Enabled the company to migrate 75 percent of its existing applications to the new IBM solution Delivered an integrated, standardized solution that will enable the company to turn its focus to Delivered an integrated, standardized solution that will enable the company to turn its focus to innovation rather than maintenance innovation rather than maintenance14 © 2012 IBM Corporation
  15. 15. The next generation of customer relationships and self servicemust adapt to how customers now interact with your business... Old way customers purchased New way customers purchase and interact with your company Interactions are social, continuous, formal & informal To... increase revenue and profitability per customer requires a total relationship view of the customer * David C. Edelman, Harvard Business Review, Dec 201015 © 2012 IBM Corporation
  16. 16. Successful self service solutions span these areas to build deep relationships with customers Help me solve a problem, Learn patterns of behavior, Learn more about answer a question, use a interaction from customers product/service, deepen affinity service, act on my across owned and external with product, brand, company, account... properties/channels provide feedback, interact with company experts... Customer Customer Customer Relationship & Service Insight Communities External Internal External IBM Customer Experience Suite (Web Experience + Social + Collaboration) IBM Social Analytics (Web, Social, Lifecycle Analytics + Sentiment Analysis + Campaign / Email Optimization) IBM WebSphere Commerce (Self service for purchasing, order fulfillment etc)16 © 2012 IBM Corporation
  17. 17. IBMs solution for self service brings together IBMs webexperience and Commerce capabilities IBMs Vision for Exceptional Multichannel Self Service Experiences Bringing together the essential capabilities to create, manage, and deliver powerful multichannel customer experiences IBM Customer Experience Suite IBM WebSphere Commerce Business is driven by relationships Seamless buying experience across channels 17 © 2012 IBM Corporation
  18. 18. Improve customer satisfaction and make self service moreeffective with social capabilities Allow customers to find the right people to Wikis, blogs, ideation Solve problems instantly answer their questions blogs User profiles Rating, commenting, tagging Forums and communities Integrate with twitter, Facebook, YouTube, etc. Shared files Shared bookmarks Instant messaging Drive excitement and brand loyalty by enabling Activities direct communication from customers Enable customers to get problems resolved quickly Allow customers to provide feedback18 © 2012 IBM Corporation
  19. 19. Reach customers across multiple channels - mobile, web, andautomatically display appropriate content to right device Support mobile Out-of-the-box self service mobile support applications included for social capabilities.Leveragemobile themesand automaticdevicedetection todeliverappropriateuserexperience forself service. Desktop Tablet Mobile19 © 2012 IBM Corporation
  20. 20. In-line analytics for rapid insights help you adapt in real time to customers behaviorIn-line analytics overlay onweb page to rapidly assessusage – allowing real time adjustments to help customers use services and applications better Instantly see usage for specific self service capabilities and edit content to optimize use20 © 2012 IBM Corporation
  21. 21. Make Better, Evidence-Based Decisions with Analytics Leverage analytics to: Improve user engagement by measuring and then fine tuning the customer experience Intelligently manage your marketing resources Make better decisions faster21 © 2012 IBM Corporation
  22. 22. How does social business and talent management come togetherto help create a smarter workforce? Continuously create and shareSocial enhances the sales process best practices Transform Culture And Processes Identify and enable the right people Build Skills Harvest insights Engage and act with speed Clients22 © 2012 IBM Corporation
  23. 23. The business benefits are tangible and significant Up to increases in the productivity of knowledge workers Up to increase margins industries such as consumer packaged goodsSource: 2012 McKinsey Global Institute: The social economy:Unlocking value and productivity through social technologies 23 © 2012 IBM Corporation
  24. 24. Amadori transformed its marketing process using social to createcustomer advocates and boosted presence with new customersCreating exceptional customer experiences100%Improved exposureIdentified and predicted consumerbuying preferences, refined their digitalmarketing campaigns, to generatemore sales and reach a new, youngercustomer demographic24 © 2012 IBM Corporation
  25. 25. Children’s Medical Center of Dallas leads by integrating socialbusiness technology into their patient care and diseasemanagement processesCreating exceptional customer experiences75%reduction in clinicphone callsCreated customer advocates andredefined how they care for patients toimprove patient experiences and healthoutcomes with private supportcommunities25 © 2012 IBM Corporation
  26. 26. Reliance Life integrated social business portal technologies into theirpolicy origination to grow branch offices and service more customersCreating a smarter workforce30%reduction inoperating costIntegrating social businesstechnologies into their branch-basedoperations resulting in industryleading growth while reducingoperating costs by 30%26 © 2012 IBM Corporation
  27. 27. To become a social business, leaders must define the right problemto address and then develop a purposeful and deliberate plan 1. Identify a core business processes One that relies heavily Where sources of Where process flows Where “agents of on knowledge workers innovation are at a can adjust dynamically change” can thrive premium to changing conditions 2. Foster trust and transform the culture Create a shared Design social work Align adoption strategy Manage to a new way of vision of the practices into existing and measurements working, thinking, trusting culture business processes with organizational culture and engaging customers 3. Integrate a platform for social business Social Networking Social Analytics Social Content Services are presence Services are sentiment Services are web content indicator, meetings, mail, analysis, web analytics, smart editing, enterprise content blogs, wiki’s, other filtering, other management, shared files, folders, other Process, Governance, Security & Lifecycle Management27 © 2012 IBM Corporation
  28. 28. IBM continues to be the partner of choice for social business leaders Leading social business in three dimensions outcomes for social business ecosystem and our clients engagement platform industry expertise28 © 2012 IBM Corporation
  29. 29. With IBM Connections, you can leverage a social collaboratoinsolution that provides a foundation for social business Make everything social Eliminate the guesswork and bring your brand to The leading social software that offers the most every experience powerful social analytics and metrics to foster vital networks & communities The leading social software solution that can integrate social into your business processes and across your entire customer experience Unlock creativity Deploy with choice and everywhere confidence The leading social software solution that reveals The leading social software that offers the creativity anywhere and is ready to be delivered choice to deploy securely in the cloud, on to a broad range of mobile devices premise and hybrid options — it’s never been easier29 © 2012 IBM Corporation
  30. 30. With the IBM Customer Experience Suite & Intranet Experience Suite clients are creating value built on a proven foundation of technology Delighting customers by engaging them on their own terms The next-generation Content authoring intranet now made easier With seamlessly integrated social tools Leveraging existing properties for new ROI Business-user generated Insights through self-service applications instrumented web analytics Complete with mobile experiences With new web experiences in minutes30 © 2012 IBM Corporation
  31. 31. The deepest ecosystem and expertise in your industry We have the breadth Bringing new, cutting-edge capabilities One of the largest social business ecosystems in the world with over In the most important social software 39,000 partners domains including gamification, video, compliance, project management and mobility The platform of choice Expertise where it matters for partners Thousands of experts who understand Over 700 partners have business your industry, your most critical business applications built on the social and process with real experience serving portal platforms leaders in your industry31 © 2012 IBM Corporation
  32. 32. Thank you32 © 2012 IBM Corporation