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Exceptional Digital Experiences
Tony Fiorot
WW Portals and Digital Experience Solution Sales Leader
afiorot@us.ibm.com
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
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
Continuous Customer
Engagement
Employee Engagement -
Create a Smarter Workforce
Systems of Engagement
*
*
*ENGAGMENT TO GROW THE BUSINESS
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
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
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.
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
© 2014 International Business Machines Corporation 9
IBM Digital Experience software
will help you
Delight your customers
Engage them as individuals
Build durable relationships
© 2014 International Business Machines Corporation 10
http://web.archive.org/web/20050612014348/https://www.53.com/wps/portal/personal
16
June 2005
© 2014 International Business Machines Corporation 11
26
Feb 2014
Images © Jyske Bank A/S
http://www.jyskebank.dk
Facebook & Google play store
© 2014 International Business Machines Corporation 12
08:30am
On my commute to work, I browse some
bank account types I’m interested in
© 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
© 2014 International Business Machines Corporation 14
09:00pm
I check what the
Bank’s Facebook
page looks like &
what people are
saying there
© 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.
© 2014 International Business Machines Corporation 16
08:30am
The next morning I log on to the Bank’s
app to check my balance.
© 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
© 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
© 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
© 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
© 2014 International Business Machines Corporation 21
© 2014 International Business Machines Corporation 22
WordOfMouthdesignedbyRyanDellfromtheNounProject
ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject
AnalyticsdesignedbySimpleIconsfromtheNounProject
Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
Understand what
works and why
© 2014 International Business Machines Corporation 23
Self-service layout tools.
First-class mobile support.
Rich media support.
Advanced application integration.
Social business built-in.
© 2014 International Business Machines Corporation 24
Self-Service Tools to Create Secure Websites in Minutes
© 2014 International Business Machines Corporation 25
Put site creation tools in the hands of the people
who own the sites
© 2014 International Business Machines Corporation 26
Put site creation tools in the hands of the people
who own the sites
© 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.
© 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
© 2014 International Business Machines Corporation 29
Manage compelling rich media through
WCM Rich Media Edition
© 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
© 2014 International Business Machines Corporation 31
Integrated social media publishing
© 2014 International Business Machines Corporation 32
Publishing and managing multi-locale content
© 2014 International Business Machines Corporation 33
Self Service Citizen Government
© 2014 International Business Machines Corporation 34
Toronto Waterfront
© 2014 International Business Machines Corporation 35
SWIFT Transportation
SmartPhone Intranet
© 2014 International Business Machines Corporation 36
SWIFT Transportation
Responsive Design
Photo Summited
by Swift driver:
Robert Smith
© 2014 International Business Machines Corporation 37
© 2014 International Business Machines Corporation 38
Blending Rich Content with Applications at StraightTalk
© 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
© 2014 International Business Machines Corporation 40
System of Engagement
GO-TO
destination for cycling
enthusiasts
Expertise
Competitive Differentiator
© 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
© 2014 International Business Machines Corporation 42
ILLY's Customer
Engagement
PUT CUSTOMER
EXPERIENCE
FIRST
40% INCREASE IN
TRAFFIC
70% CONTENT
ONLINE IS
STORYTELLING
© 2014 International Business Machines Corporation 43
© 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
© 2014 International Business Machines Corporation 45
FIDM’s Digital Experience
Fashion Institute of Design & Merchandising
Students
Employees
Public
E -Commerce
Social Intranet
© 2014 International Business Machines Corporation 46
WordOfMouthdesignedbyRyanDellfromtheNounProject
ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject
AnalyticsdesignedbySimpleIconsfromtheNounProject
Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
Understand what
works and why
© 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
© 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
!
© 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.
© 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
© 2014 International Business Machines Corporation 51
WordOfMouthdesignedbyRyanDellfromtheNounProject
ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject
AnalyticsdesignedbySimpleIconsfromtheNounProject
Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
Understand what
works and why
© 2014 International Business Machines Corporation 52
Cloud-based intelligent analytics.
Not just what, but why.
Integrated with marketing execution.
Track Social Media impact.
© 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
© 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…
© 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.
© 2014 International Business Machines Corporation 56
© 2014 International Business Machines Corporation 57
© 2014 International Business Machines Corporation 58
IBM Digital Experience software
will help you
Delight your customers
Engage them as individuals
Build durable relationships
© 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
© 2014 International Business Machines Corporation 60
© 2014 International Business Machines Corporation 61
© 2014 International Business Machines Corporation 62
© 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
© 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/
© 2014 International Business Machines Corporation 65
QUESTIONS
© 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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IBM ExperienceOne for E -Commerce

  • 1. Exceptional Digital Experiences Tony Fiorot WW Portals and Digital Experience Solution Sales Leader afiorot@us.ibm.com
  • 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. 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. Continuous Customer Engagement Employee Engagement - Create a Smarter Workforce Systems of Engagement * * *ENGAGMENT TO GROW THE BUSINESS
  • 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 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. 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. 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. © 2014 International Business Machines Corporation 9 IBM Digital Experience software will help you Delight your customers Engage them as individuals Build durable relationships
  • 10. © 2014 International Business Machines Corporation 10 http://web.archive.org/web/20050612014348/https://www.53.com/wps/portal/personal 16 June 2005
  • 11. © 2014 International Business Machines Corporation 11 26 Feb 2014 Images © Jyske Bank A/S http://www.jyskebank.dk Facebook & Google play store
  • 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. © 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. © 2014 International Business Machines Corporation 14 09:00pm I check what the Bank’s Facebook page looks like & what people are saying there
  • 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. © 2014 International Business Machines Corporation 16 08:30am The next morning I log on to the Bank’s app to check my balance.
  • 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. © 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. © 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. © 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. © 2014 International Business Machines Corporation 21
  • 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. © 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. © 2014 International Business Machines Corporation 24 Self-Service Tools to Create Secure Websites in Minutes
  • 25. © 2014 International Business Machines Corporation 25 Put site creation tools in the hands of the people who own the sites
  • 26. © 2014 International Business Machines Corporation 26 Put site creation tools in the hands of the people who own the sites
  • 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. © 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. © 2014 International Business Machines Corporation 29 Manage compelling rich media through WCM Rich Media Edition
  • 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. © 2014 International Business Machines Corporation 31 Integrated social media publishing
  • 32. © 2014 International Business Machines Corporation 32 Publishing and managing multi-locale content
  • 33. © 2014 International Business Machines Corporation 33 Self Service Citizen Government
  • 34. © 2014 International Business Machines Corporation 34 Toronto Waterfront
  • 35. © 2014 International Business Machines Corporation 35 SWIFT Transportation SmartPhone Intranet
  • 36. © 2014 International Business Machines Corporation 36 SWIFT Transportation Responsive Design Photo Summited by Swift driver: Robert Smith
  • 37. © 2014 International Business Machines Corporation 37
  • 38. © 2014 International Business Machines Corporation 38 Blending Rich Content with Applications at StraightTalk
  • 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. © 2014 International Business Machines Corporation 40 System of Engagement GO-TO destination for cycling enthusiasts Expertise Competitive Differentiator
  • 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. © 2014 International Business Machines Corporation 42 ILLY's Customer Engagement PUT CUSTOMER EXPERIENCE FIRST 40% INCREASE IN TRAFFIC 70% CONTENT ONLINE IS STORYTELLING
  • 43. © 2014 International Business Machines Corporation 43
  • 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. © 2014 International Business Machines Corporation 45 FIDM’s Digital Experience Fashion Institute of Design & Merchandising Students Employees Public E -Commerce Social Intranet
  • 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. © 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. © 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. © 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. © 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. © 2014 International Business Machines Corporation 51 WordOfMouthdesignedbyRyanDellfromtheNounProject ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject AnalyticsdesignedbySimpleIconsfromtheNounProject Target customers as individuals Deliver exceptional experience Feedback,optimize Understand what works and why
  • 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. © 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. © 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. © 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. © 2014 International Business Machines Corporation 56
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  • 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. © 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. © 2014 International Business Machines Corporation 60
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  • 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. © 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. © 2014 International Business Machines Corporation 65 QUESTIONS
  • 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