Jon MellSocial Collaboration, North Europetwitter.com/jonmell
© 2011 IBM Corporation
@jonmell               #getsocial114   03/08/11                  © 2011 IBM Corporation
Social business is driven by exceptional experiencesBusiness             Deepen client                Drive operational   ...
Your Business                 Social6   03/08/11                   © 2011 IBM Corporation
CEO Imperative: “Getting Closer to Customers”2010 IBM Global CEO StudyHigh-performing companies capitalize on complexity i...
Specific Web Experience Elements Are Key2010 IBM Global CEO StudyHigh-performing companies capitalize on complexity in thr...
Retaining Customers A Priority“A focus on customersat the top of the list isusual. This year, the"existing customers"imper...
Why the Focus on Customers?Retaining customers is linked to increased profitability     2% increase in customer retention ...
Global, Mobile, Rapidly Changing                       44 million                       tablets                       fore...
Exceptional Customer Experiences Lacking      In a survey of more than 7,700 US consumers about their interactions with   ...
How Do You Stand Out?13    03/08/11               © 2011 IBM Corporation
With Exceptional Web Experiences That Are...                                                    Know YourBalance Form &   ...
15   03/08/11   © 2011 IBM Corporation
Exceptional Web Experiences Possibilities...16   03/08/11                                   © 2011 IBM Corporation
Line-of-Business and IT Lockstep:         Understanding Customer Needs is Paramount*                                      ...
    Vision about the “art of the possible” for                                                                Web/Content...
IBM Project Northstarmost strongly appeal to the roles that sponsor and/or operate customer-facing Web properties     CSO ...
IBM Exceptional Customer Experience Offerings            Services and Support                       IBM              Globa...
IBM Customer Experience Suite offering          Create Dynamic, Engaging Web Experiences that          Wow Customers      ...
2011 Exceptional Web Experience Focus                                              Social                Exceptional      ...
A Social Business embraces networks of people to createbusiness value   At its core,     Engaged   a Social Business      ...
Engaged      Connecting people – whether customers, partners or         employees – as networks to drive innovation      ©...
© 2011 IBM Corporation
Transparent       Removing unnecessary boundaries inside and outside the    organization to allow your people and culture ...
© 2011 IBM Corporation
NimbleLeveraging these networks to speed up business, gain real-time insight               and make quicker and better dec...
29   03/08/11   © 2011 IBM Corporation
30   03/08/11   © 2011 IBM Corporation
31   03/08/11   © 2011 IBM Corporation
32   03/08/11   © 2011 IBM Corporation
33   03/08/11   © 2011 IBM Corporation
Align Organizational Goals & Culture                Gain “Friends & Fans” Through Social Trust                Engage Throu...
Exceptional Web Experiences Deliver Better Business Outcomes            Business advantage                                ...
Australian Open 2010                     Masters Golf Tournament 2010                                       January 18 - 2...
Available August 2011                Order advance copies NOW:                ISBN-10: 0132618311                ISBN-13: ...
Legal Disclaimer © IBM Corporation 2011. All Rights Reserved. The information contained in this publication is provided fo...
IBM Collaboration Forum - Exceptional Web Experiences and Project Northstar
IBM Collaboration Forum - Exceptional Web Experiences and Project Northstar
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IBM Collaboration Forum - Exceptional Web Experiences and Project Northstar

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Come and discover the potential to get closer to your customers and increase top line revenue by delivering exceptional web experiences. IBM recently unveiled Project Northstar, which allows our customers to deliver highly engaging, personalised, and differentiated web experiences that meet the evolving need of today's customer. Find out how Project Northstar and the IBM Customer Experience Suite can help attract and retain the best customers, improve brand loyalty, increase customer satisfaction, and lower operational costs.

Jon Mell, Social Collaboration Solutions Sales Leader, IBM

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IBM Collaboration Forum - Exceptional Web Experiences and Project Northstar

  1. 1. Jon MellSocial Collaboration, North Europetwitter.com/jonmell
  2. 2. © 2011 IBM Corporation
  3. 3. @jonmell #getsocial114 03/08/11 © 2011 IBM Corporation
  4. 4. Social business is driven by exceptional experiencesBusiness Deepen client Drive operational Optimize youroutcomes relationships effectiveness workforceRealized Exceptional Web Experiences Exceptional Work Experiencesthrough Enable engaging customer interactions Enable nimble employee interactions Self-service, with other customers, with Peer to peer and in teams, with company representatives, and with the customers and partners, and with the company overall (brand, revenue) company overall, business to employeeEnabledby IBM Social Business Framework A modular and open set of capabilities that accelerate the development of advanced Social Business solutions5 03/08/11 © 2011 IBM Corporation
  5. 5. Your Business Social6 03/08/11 © 2011 IBM Corporation
  6. 6. CEO Imperative: “Getting Closer to Customers”2010 IBM Global CEO StudyHigh-performing companies capitalize on complexity in three ways... “Getting closer to Customers” is the single most important theme. Engage customers in new ways that increase interest and loyalty to generate demand and revenue sources Better understand customer needs and involve customers more effectively and directly in product and service development Exploit the information explosion to hear the voice of your customer through the vast amounts of data, understand it , and act.IBM.com/CEOStudy 7 03/08/11 © 2011 IBM Corporation
  7. 7. Specific Web Experience Elements Are Key2010 IBM Global CEO StudyHigh-performing companies capitalize on complexity in three ways... “Getting closer to Customers” is the single Web Platform most important theme. Engage customers in new ways that increase interest and loyalty to generate demand and revenue sources Better understand customer needs and Social Web 2.0 involve customers more effectively and directly in product and service development Exploit the information explosion to hear the Analytics voice of your customer through the vast amounts of data, understand it , and act.IBM.com/CEOStudy 8 03/08/11 © 2011 IBM Corporation
  8. 8. Retaining Customers A Priority“A focus on customersat the top of the list isusual. This year, the"existing customers"imperative is a higherpriority than "attractingnew customers." Source: Gartner, Inc. Gartner CEO and Senior Business Executive Survey, 2010: Anticipating the Post-Recession Landscape 19 March 20109 03/08/11 © 2011 IBM Corporation
  9. 9. Why the Focus on Customers?Retaining customers is linked to increased profitability 2% increase in customer retention has the same effect on profits as cutting costs by 10% 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry Acquiring new customers can cost 5x more than satisfying and retaining current customers10 03/08/11 © 2011 IBM Corporation
  10. 10. Global, Mobile, Rapidly Changing 44 million tablets forecast to ship in 2011* 1 billion Mobile Internet users worldwide by 2013* *Source: IDC11 03/08/11 © 2011 IBM Corporation
  11. 11. Exceptional Customer Experiences Lacking In a survey of more than 7,700 US consumers about their interactions with a variety of companies across multiple industries: Only 6% of companies garnered a rating of “excellent” in this year’s Customer Experience Index of large US firms...29% of firms were rated as “poor” or “very poor”. Source: Forrester Research, Inc. The Customer Experience Index, 2011 January 11, 201112 03/08/11 © 2011 IBM Corporation
  12. 12. How Do You Stand Out?13 03/08/11 © 2011 IBM Corporation
  13. 13. With Exceptional Web Experiences That Are... Know YourBalance Form & Intended Audience:Function: Visual Deliver PreciselyAppeal + Ease of What They Need/Use Equally WantImportantPeople AreEverywhere: Turn CustomersExplosion of Into Advocates:Mobile Means A Ensure A Reliable,Moving Target! Secure Experience14 03/08/11 © 2011 IBM Corporation
  14. 14. 15 03/08/11 © 2011 IBM Corporation
  15. 15. Exceptional Web Experiences Possibilities...16 03/08/11 © 2011 IBM Corporation
  16. 16. Line-of-Business and IT Lockstep: Understanding Customer Needs is Paramount* LOB LOB and IT LOB IT Rated Highest IT LOB also ranks “consistent customer experience” high LOB IT Source: Northstar Market Research, N= 432 respondents worldwide, November 2010.*When asked to rate a range of value propositions of a comprehensive Web experience solution may deliver (% Extremely or Very Important) 17 03/08/11 © 2011 IBM Corporation
  17. 17.  Vision about the “art of the possible” for Web/Content engaging Customers on the web Platform Analytics Multi-year IBM strategy to deliver the Search capabilities for our customers to excel at customer-facing experiences Commerce Social Guide for IBM investment focus both organic and inorganic Mobile Unified Communications Nimble to continually absorb and Rich simplify emerging advances to help Media customers differentiate sites People are at the center of an exceptional experience; Capabilities are employed as necessary to help achieve experiences that meet/exceed the expectations of the intended user(s)18 03/08/11 © 2011 IBM Corporation
  18. 18. IBM Project Northstarmost strongly appeal to the roles that sponsor and/or operate customer-facing Web properties CSO CCO CMO Business Unit Office of ... Executive Customer Channel Company Customer Citizen ...etc Support sites for web presence, Services Communications Agents Demand Generation, (Business Owner) and transactions On-line Sales Optimizing Growing Brand, $, and On-line Banking, Ease tax filings Self Service channel share single view of Patient Portal Emergency readiness and loyalty Customer etc. Education advancement Food safety 03/08/11 © 2011 IBM Corporation
  19. 19. IBM Exceptional Customer Experience Offerings Services and Support IBM Global Technology Global Business IBM Lab Enterprise Software Business Partners Services Services Software Services Support Industry Solutions and Templates Travel + Government Healthcare Banking Retail Insurance Industrial Telco Transportation IBM Value-added Modules Partner Value-added Modules Mobile (multi- Digital Asset Commerce Forms Web Analytics Mobile channel server) Management Business Enterprise Immersive Predictive Analytics Web Analytics CRM Intelligence Marketing Mgt Viewing IBM Customer Experience Suite Web Content Portal Social Personalization Marketing Tools Search Analytics- Instant Mobile Rich Internet Rich Media Mashups enabled Messaging (high end) App Tooling20 03/08/11 © 2011 IBM Corporation
  20. 20. IBM Customer Experience Suite offering Create Dynamic, Engaging Web Experiences that Wow Customers Target the Right Experience to the Right User via the Right Channel at the Right Time Improve Customer Loyalty by Enabling Users to Socialize Optimize the Experience to Maximize Results Realize Business Goals Reach Customers Across Multiple Channels – Mobile, Web, Kiosk, Email... Integrate Across Heterogenous Systems to Deliver New Value21 03/08/11 © 2011 IBM Corporation
  21. 21. 2011 Exceptional Web Experience Focus Social Exceptional Web Experience Mobile Business Driven22 03/08/11 © 2011 IBM Corporation
  22. 22. A Social Business embraces networks of people to createbusiness value At its core, Engaged a Social Business Transparent is: Nimble© 2011 IBM Corporation 23
  23. 23. Engaged Connecting people – whether customers, partners or employees – as networks to drive innovation © 2011 IBM Corporation 24© 2011 IBM Corporation
  24. 24. © 2011 IBM Corporation
  25. 25. Transparent Removing unnecessary boundaries inside and outside the organization to allow your people and culture to reflect your brand and your values © 2011 IBM Corporation 26
  26. 26. © 2011 IBM Corporation
  27. 27. NimbleLeveraging these networks to speed up business, gain real-time insight and make quicker and better decisions © 2011 IBM Corporation 28
  28. 28. 29 03/08/11 © 2011 IBM Corporation
  29. 29. 30 03/08/11 © 2011 IBM Corporation
  30. 30. 31 03/08/11 © 2011 IBM Corporation
  31. 31. 32 03/08/11 © 2011 IBM Corporation
  32. 32. 33 03/08/11 © 2011 IBM Corporation
  33. 33. Align Organizational Goals & Culture Gain “Friends & Fans” Through Social Trust Engage Through Experiences Network Your Business Processes Design for Reputation & Risk Management Analyze Your Data34 03/08/11 © 2011 IBM Corporation
  34. 34. Exceptional Web Experiences Deliver Better Business Outcomes Business advantage Technology advantage Conversation spectrum Growth Customer Satisfaction Efficiency HSBC realized a 35% improvement in  Lufthansa handles 10,000 people making  Miami-Dade County saved $1 million per year marketing campaign revenue travel requests every second in labor costs Bharti-Airtel grew subscribers from 6 million  LA County offers a consistent online  US Army saves $1.3 Billion per year to 110 million in six years while providing experience across 38 departments for 10.4 supporting 1.4 million Army personnel quality services and support online million constituents  Harley-Davidson improved IT efficiency by Lufthansa supports 16,000 customer check-  Boston Medical increased referrals by 30% 80% ins/day. In 2008, 3.7 million online flights were and reduced no-show rates by 10% booked, growing by 37% in 2009  Wimbledon efficiently scaled its website to  Woodmen of the World reduced call center serve 12.3 million people in 2009, 23% more support calls by 30% than in 200835 03/08/11 © 2011 IBM Corporation
  35. 35. Australian Open 2010 Masters Golf Tournament 2010 January 18 - 21, 2010 April 5 - April 11 2010 Tony Awards 2010 June 13, 2010 French Open 2010 May 23 - June 6, 2010 The Art of the Possible powered by IBM Exceptional Web experience US Open Golf 2010 Wimbledon 2010 June 14 - June 20, 2010 June 21 - July 4, 2010 US Open Tennis 2010 August 30 - September 12, 201036 03/08/11 © 2011 IBM Corporation
  36. 36. Available August 2011 Order advance copies NOW: ISBN-10: 0132618311 ISBN-13: 978013261831137 03/08/11 © 2011 IBM Corporation
  37. 37. Legal Disclaimer © IBM Corporation 2011. 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 http://www.ibm.com/legal/copytrade.shtml for guidance on which trademarks require the ® or ™ symbol. Do not use abbreviations for IBM product names in your presentation. All product names must be used as adjectives rather than nouns. Please list all of the trademarks that you use in your presentation as follows; delete any not included in your presentation. IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both. If you reference Adobe® in the text, please mark the first use and include the following; otherwise delete: Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries. If you reference Java™ in the text, please mark the first use and include the following; otherwise delete: Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. If you reference Microsoft® and/or Windows® in the text, please mark the first use and include the following, as applicable; otherwise delete: Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. If you reference Intel® and/or any of the following Intel products in the text, please mark the first use and include those that you use as follows; otherwise delete: Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. If you reference UNIX® in the text, please mark the first use and include the following; otherwise delete: UNIX is a registered trademark of The Open Group in the United States and other countries. If you reference Linux® in your presentation, please mark the first use and include the following; otherwise delete: Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. If the text/graphics include screenshots, no actual IBM employee names may be used (even your own), if your screenshots include fictitious company names (e.g., Renovations, Zeta Bank, Acme) please update and insert the following; otherwise delete: All references to [insert fictitious company name] refer to a fictitious company and are used for illustration purposes only.© 2011 IBM Corporation 39

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