The document discusses IBM's cognitive commerce capabilities which aim to create personalized customer experiences through predictive analytics, understanding customer preferences, leveraging vast amounts of data, and enabling moments of serendipity. It focuses on how these capabilities can benefit marketing, ecommerce, customer experience, merchandising, supply chain and other business leaders and professionals by helping them better engage customers, optimize operations and make more informed decisions. The document also provides examples of how some companies are already using IBM's cognitive commerce solutions to improve customer personalization, increase sales and optimize their supply chains and transactions.

1. IBM Commerce Overview
and the Power of
Cognitive Commerce
February 2016

2. What if…
you could create
unbreakable bonds with
your customers?
© 2016 IBM2

3. Create moments…
moments of serendipity,
seemingly by chance.
That make the
mundane magical.
The everyday
memorable.
© 2016 IBM3
Imagine if
serendipity
could happen
by design.

4. Serendipity can happen
by design…billions of
times each day.
© 2016 IBM4

5. Perfect Timing
The right experience,
delivered at just the
right moment.
Predictive Capability
Understanding what
individuals really want,
before they even know it.
Cognitive Power
Ability to see patterns and
make unlikely connections,
beyond human imagination.
Infinite Data
Access to an endless
universe of information and
possibilities.
© 2016 IBM5
We help our clients
engineer moments of serendipity
to build loyalty …
to create unbreakable bonds.

6. For marketers
…the ability to create
personalized, meaningful
customer experiences,
infused by analytics.
For e-commerce
professionals
…the ability to perfect
all aspects of the
customer’s interaction
through customer and
experience insights.
For supply chain
leaders
…the ability to orchestrate
complex systems,
processes and partners, to
deliver flawlessly.
© 2016 IBM6

7. Through a holistic approach to engagement
© 2016 IBM7

8. We help our clients engage with customers, not at them
© 2016 IBM8
Customer Analytics
Marketing
eCommerce &
Merchandising
Digital Experience
IBM Interactive
Customer engagement
solutions from IBM help
you understand and adapt
instantly to what customers
are saying and doing – so
you can deliver the kinds of
experiences and offerings
they want before they even
know they want them.

9. And, we help our clients have value chains that are
seamless and strong
© 2016 IBM9
B2B Integration
Procurement
Payments
IBM Managed Services
Partner and supplier
engagement solutions from
IBM help you establish and
manage closely linked value
chains enabling seamless
and secure collaboration,
enhanced transparency and
new levels of agility for you
and your trading partners.

10. Specifically for these leaders and professionals
© 2016 IBM10
PROCUREMENT
LEADER
Chief Procurement
Officer
VP Supply Chain
PAYMENTs and
TRANSACTIONS
LEADERs
VP Payment Services
VP Transaction
Services
eCOMMERCE
LEADER
VP Ecommerce
Chief Sales Officer
VP Merchandising
CUSTOMER
EXPERIENCE
LEADER
Chief Experience
Officer
VP Customer
Experience
MARKETING
LEADER
Chief Marketing
Officer
VP Digital Marketing
SUPPLY CHAIN
LEADER
Supply Chain
Officer
CIO/CTO

11. With a focus on design and roles to bring them value
© 2016 IBM11
PROCUREMENT
LEADER
Manage suppliers
and contracts to
optimize spend
PAYMENTs and
TRANSACTIONS
LEADERs
Process commercial
and retail transactions
with greater insight
eCOMMERCE
LEADER
Deliver differentiated
brand experiences
across all channels
CUSTOMER
EXPERIENCE
LEADER
Really know your
customers and how to
serve them better
MARKETING
LEADER
Engage customers
with relevant and
rewarding experiences
SUPPLY CHAIN
LEADER
Drive seamless and
secure exchange of
data with trading
partners

12. 12 © 2016 IBM
Merchandisers
Identify Trends and Take
Action
Experience Designers
Deliver Compelling Digital
Experiences
Marketers
React with Real Time
Personalization
And now with cognitive capabilities, we are focused
on these workflows

13. To enable better and more informed decisions …
© 2016 IBM13
Sales and Merchandisers with
insights about performance
When insights come together, so do
opportunities.
Marketers to
understand and
adapt instantly
Supply Chain and IT
with thinking built-in
the value chain

14. For marketers
© 2016 IBM14
Real-time
personalization
React with tools that continuously
learn from individual interactions to
deliver a personalized experience
across all channels.

15. Engage with real time personalization
© 2016 IBM15
Wherever customers and prospects are on their journey

16. For experience designers
© 2016 IBM16
Deliver Compelling
Digital Experiences
Manage portfolios of
digital properties that deliver
consistent, compelling,
content-driven experiences.

17. Leveraging cognitive
capabilities at design time
and at runtime to deliver
more effective and
personalized digital
properties
To build and deliver compelling digital experiences
© 2016 IBM17

18. For merchandisers
© 2016 IBM18
Identify trends and
take action
Gain insights in real time from a
multitude of data sources about
what consumers are discussing,
what they are buying and why.

19. To explore data and gain insights
© 2016 IBM19
powered by Watson Analytics

20. Turn awareness of trends into profitable action
© 2016 IBM20
Driven by the
power of Watson

21. To optimize fulfillment based on demand
21
Analyze peak periods and item velocity
Plan depth and breath of peaks
Optimize inventory allocation, fulfillment locations
Streamline inventory movement

22. © 2016 IBM22
When your business thinks,
you can outthink.
To outthink challenges,
competitors and limits,
you must conceive of
new opportunities you
couldn’t imagine before.

23. Homebase
Homebase uses IBM eCommerce solutions to provide highly personalized shopping experiences that are
designed to meet the needs of today's consumer.
Customers
now shopping
online
Increase in online traffic
driving double digit sales
growth40% 30%

24. 24 © 2015 IBM
FreshDirect
FreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are
personalized with the best offers based on customer insights.
40%
Lift in order rates
with new
customers 10X
Increase in transaction rates
from cart abandonment
communications

25. JCC Payment Systems
JCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a
service to creditors and banks across Cyprus.
SEPA 250K
Transaction processing to creditors and
banks – enriching its service offering
and driving growth
SEPA Direct
Debits processed
daily at peak times

26. 26 © 2015 IBM
Bonnie Plants
Bonnie Plants is using IBM B2B Integration solutions to collaborate and engage with partners and
suppliers with real-time visibility into inventory, enabling them to anticipate needs of an individual store.
Of their business occurs
in 3 months
from March to May
USD realized growth by reducing
costs and increasing reliability of
their B2B operations10-20M 70%

27. 27
The North Face
IBM eCommerce and Expert Personal Shopper from Fluid (IBM Business Partner) helps
consumers discover products based on recommendations in a natural language dialog leading to
higher conversions, driven by the power of Cognitive Commerce.

28. Looking ahead … leveraging external forces
28 # WeatherMeansBiz
Store orders are ‘right-sized’
to match forecasted
consumption by location

29. Looking ahead .. hyper personalized offers
29
Jack Thomas
1 hour ago iOS
Midterms in 2 days. Crunch
time #timetostudy
#StudySmart
Studying for exams?
10% off for all
students after 8 PM

30. Looking ahead … leveraging personality insights
30

31. Leveraging personality insights
31

32. © 2016 IBM32
Driven by the
power of Watson
When commerce gets cognitive,
amazing things happen.

33. Join the
conversation
Blog, YouTube,
Twitter, LinkedIn
and Facebook

34. Looking ahead to hyper personalized offers
34
Lily Smith @lmsmith
Studying for SATs
#SATSmart
Jack Thomas
1 month ago iOS
Midterms in 2 days. Crunch
time #timetostudy
Needs
Personality
Values
Network
Time
Weather
Trend for students
studying = opporutnity
#StudySmart
Deliver ‘situation aware’
personalized offers and
experiences
Lily Smith
3 months iOS
Eek! Crunch time for AP
Calculus #getsmartfast
Understand
individual
behaviors, patterns,
and sensitivity to
external influences
Offers correlated
with learning and
studying activities

35. Personality
Portrait
Looking ahead leveraging personality insights
35
These personality types respond to coupons
(Orderliness, Self-Discipline, and Cautiousness …)
Needs
Personality
Values
Network
Time
Content determined by intrinsic
preferences: “dress for success” (self-
enhancements), “high-quality” (ideals)
“10% off when you bring your friends
(social ties)”
When you
bring your
friends!
10%
OFF
Multi-Dimensional
Customer Insight

36. Looking ahead leveraging external forces such as weather
36
Delayed fall
means warmer
weather trend –
consumers will
need X longer
Appropriate raw
materials are secured
and increased
manufacturing
capacity is scheduled
Store orders
are ‘right-sized’
to match
forecasted
consumption
by location
Anticipates
surge in warmer
seasonal
products and
services
Ensures accurate
inventory available
in impacted regions
# WeatherMeansBiz
Which products are
impacted? Who is
likely to buy and where
is the demand
predicted?