The document discusses IBM Digital Experience 2014, emphasizing the importance of engaging digital experiences for better business outcomes. It highlights trends in mobile usage, the need for alignment between marketing and IT, and the significance of customer-centric strategies. Additionally, it outlines IBM’s capabilities in creating personalized digital experiences, stressing flexibility and the integration of various technologies.

1. Achieving Engaging and Differentiated Digital
Experiences for Better Business Results

2. Welcome to Anaheim
and
IBM Digital Experience 2014

3. Please Note
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.

4. AGENDA
Achieving Engaging and Differentiated Digital Experiences for Better Business Results
Revamp Your Digital Experience Technology Strategy
Stephen Powers
Vice President, Research Director serving Application Development & Delivery
Doug Geiger
Vice President, Digital Experience & Mobile Development, IBM
IBM Exceptional Digital Experience Demo
Nicole Carrier
Program Director and Chief Strategist,
Exceptional Digital Experience Software
Rob Enright
Software Strategist, Exceptional Digital
Experience Software
Gary Dolsen
Vice President, Digital Experience Software, IBM

6. © 2014 IBM Corporation
98% of MOBILE
users move
between
devices the
same day
84% of
businesses
today are using
web ANALYTICS
VIDEOs on landing
pages increase
conversion by 86%
81% of
purchasers get
advice from
their SOCIAL
NETWORK
60% of CIOs
indicate that
Cloud is their
Top Priority
A perfect storm of computing trends
gives IT the chance to be strategic

7. IT Imperatives for the next 3 years
Customer Centricity
Flexibility

8. IT Imperatives for the next 3 years
Customer Centricity
Evoke emotion
Use mobile effectively
Align IT with the business

10. Gary’s T-chart for living in the mountains
It’s beautiful 40” of snow at a time
115° temp range / year
Fires & floods
Mountain lions & bears
Less oxygen
Pros Cons

11. Familiarity
Joy
High value
=>
Emotion

12. 90%
use multiple screens
sequentially to
accomplish a task over
time
98% move between devices that same day
4.55 billion smartphone users in 2014

16. It is more important than ever that the CMO & CIO speak
the same language
Bridge the gap
I need it quickly.
I need it to be engaging.
I need it to be flexible over time.
I need it to adapt to the market.
I need it to give me insights.
I need it to deliver value every day.
I need it to scale as fast as we do.
I need it to be five 9s & low latency.
I need it to be secure.
I need it to work with current
IT assets.
I need it to be natively mobile,
social, and cloud-ready.

17. © 2014 IBM Corporation
On average, marketing and IT think they are aligned…
People Process Technology
Marketing IT
5- Strongly
agree
3- Neutral
1- Strongly
disagree
3.06
3.35
3.72
3.37
3.65
3.50
Base: 185 IT leaders & 118 marketing leaders in large corporations
Source: The CMO And CIO Must Accelerate On Their Path To Better Collaboration, Forrester
Research, Inc., October 31, 2013

18. © 2014 IBM Corporation
But are they?
Bridging the strategic priority chasm is a must for collaboration and
growth
“How well can you communicate each other’s priorities?”
49%68%
IT
Marketing
Base: 185 IT leaders & 118 marketing leaders in large corporations
Source: The CMO And CIO Must Accelerate On Their Path To Better Collaboration, Forrester
Research, Inc., October 31, 2013

19. © 2014 IBM Corporation
How do you create a common understanding?
Understand Engage
Optimize
Partners
Employees
Citizens
Consumers

20. Customer experience is driving shareholder value
Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013
Evoke emotion
Use mobile effectively
Align IT with the business

21. And that is what we are seeing from leaders such as our customers…
delivered by excellence from our partners
Delivers personalized content to engage &
retain employees
Intelligent Community of the Year!
Improving communication with policy holders,
claimants & agents

22. © 2014 IBM Corporation
IBM currently a Leader in
EVERY capability area
supporting
Digital Experiences
for Employee AND
Client Engagement
Experiences

23. IT Imperatives for the next 3 years
Customer Centricity
Flexibility

24. Achieving Engaging and Differentiated Digital
Experiences for Better Business Results
Doug Geiger
VP Digital Experience & Mobile Development, IBM

25. © 2014 IBM Corporation IBM Web Experiences - © 2012 IBM Corporation
Product & Service Content
Marketing Content
Social Content
Online Product & Service
Delivery
Self-service problem
resolution
Dealer, franchise, store,
distributor & branch support
Contact Center support
Registration & profile
management
Bill Presentment & Payment
Loyalty Programs
Performance Bike Children’s Medical Center Dallas
Bharti Airtel
Bank of MontrealCars.com
Prudential Financial
AMP
H-d NET
Content Delivery
Self Service
Delivery
Account
Management
Customer
Contact Support
Digital experience takes many forms

26. © 2014 IBM Corporation
Building exceptional digital experiences requires
addressing the needs of multiple stakeholders
Marketing Manager
Creating and managing content
that is personalized and
optimized
Web Developer
Developing and seamlessly
integrating applications and
content
IT Operations Manager
Deploying new function flexibly,
on premise and on public cloud

27. © 2014 IBM Corporation
We provide more options for the line of business to
deliver and manage compelling content
Site authoring toolbar Enriched rich text editing,
video streaming and site
analytics
Targeted and optimized
marketing campaigns

28. © 2014 IBM Corporation
Multi-channel delivery with IBM Worklight integration
1
2
3
Further engage
customers though
personalized mobile
hybrid applications

29. © 2014 IBM Corporation
IBM Mobile Preview for Digital Experience Software simplifies
testing of mobile applications and content
New!
No device vendor emulators required!

30. © 2014 IBM Corporation
Developers gain greater flexibility in application
development and integration
Digital Data Connector – easily infuse data
from external sources in context
Script Portlet – Use scripting skills to
build portlets
IBM
Connections
Commerce/Ste
rling
CMIS
Search
BPM (task list)
Custom Feed
DigitalDataConnector
QueryMarkup
Data DDC/ WCM
Rendering
Digital Experience
HTML scripting
CSS preview

31. © 2014 IBM Corporation
Check out the new digitalExperience Developer site for
samples, downloads, and best practices
New!
developer.ibm.com/digexp

32. © 2014 IBM Corporation
New flexible options for deployment on cloud
Deploy in Minutes
Move Workloads as Needed
Automate setup of simple to complex digital
experience deployments according to best
practices
Speed up time to deployment while reducing
configuration/deployment errors
IBM Exceptional Digital
Experience Platform
Patterns
New!

33. © 2014 IBM Corporation
Digital Experience v8.5 is available now

34. © 2014 IBM Corporation
…and is the foundation for future continuous delivery
What this means for your business:
• More agile delivery of new function
• Flexibility and choice over what features to use
• Minimize disruption to use new features
– no more “traditional” migrations
Continuous Delivery

35. © 2014 IBM Corporation
New Customer Upgrade Accelerator from IBM Software
Services
• Dramatically simplify and accelerate upgrade process
• Focus on deploying on new environments and building new capabilities rather than setting
up intermediate upgrade environments
• IBM will:
Validate source environment for upgrade readiness
Package artifacts from existing environment and upgrade to v8.5
Deploy upgraded configuration on new premises or SoftLayer environment within weeks
Schedule a complimentary consultation in Anaheim on Event Connect!
http://bit.ly/upgradeconsultation
New!

36. © 2014 IBM Corporation
It’s all about flexibility
1 Creating and managing content that is personalized and optimized
2 Developing and seamlessly integrating applications
3 Deploying new function flexibly, on premise and on public cloud

37. © 2014 IBM Corporation
Lets see a demo

38. Nicole Carrier…. As the Marketing Manager
Program Director and Chief Strategist,
IBM Exceptional Digital Experience Software
Rob Enright…. As the Web Developer
Software Strategist,
IBM Exceptional Digital Experience Software
Starring….

39. Revamp Your Digital Experience Technology Strategy
Stephen Powers
Vice President, Research Director serving Application
Development & Delivery

40. Making Leaders Successful
Every Day

41. © 2014 Forrester Research, Inc. Reproduction Prohibited 41

42. © 2014 Forrester Research, Inc. Reproduction Prohibited 42

43. © 2014 Forrester Research, Inc. Reproduction Prohibited 43

44. © 2014 Forrester Research, Inc. Reproduction Prohibited 44
Consumers use three connected devices

46. © 2014 Forrester Research, Inc. Reproduction Prohibited 46

47. © 2013 Forrester Research, Inc. Reproduction Prohibited 47
Information vs. business technology
Information Technology Business Technology
Desktop hardware and OS Mobile devices and operating
systems
General-purpose development
frameworks and platforms
Development frameworks for
multichannel experience delivery
Capacity utilization and bottleneck
reports
Customer analytics
Supply chain required for
manufacturing
Supply chain for fulfillment
Intranet platform, email, and
collaboration
Content management and delivery,
email campaign management, social
depth platforms

48. © 2013 Forrester Research, Inc. Reproduction Prohibited 48
Source: Technology Management In The Age Of The Customer, October 10, 2013
A projected path for IT and BT budgets

49. © 2014 Forrester Research, Inc. Reproduction Prohibited 49
1. Focus on the customer
lifecycle, not just acquisition

50. © 2012 Forrester Research, Inc. Reproduction Prohibited

51. © 2012 Forrester Research, Inc. Reproduction Prohibited

52. © 2012 Forrester Research, Inc. Reproduction Prohibited
Focus on your customers’ journeys

53. © 2014 Forrester Research, Inc. Reproduction Prohibited 53
2. Re-examine the technology
supporting the customer lifecycle

54. Companies continue to prioritize investments
› April 2014 “The State Of Digital Experience Delivery, 2014”

55. © 2014 Forrester Research, Inc. Reproduction Prohibited 55
But must rationalize overlapping technology

56. Identify products that will be prime on use cases

57. © 2014 Forrester Research, Inc. Reproduction Prohibited 57
3. Don’t just manage your data;
leverage it

58. con·tex·tu·al·iz·a·tion
ˈkän-ˌteks-ch(ə-w)ə-lə-ˈzā-shən
noun
: A tailored, adaptive, and sometimes predictive digital
customer experience.
•Contextualization combines and extends existing segmentation and
personalization techniques with in-the-moment details. This enables more-
dynamic, more-predictive experiences by processing explicit and implicit
user information.

59. Demographic Historical Situational

60. © 2014 Forrester Research, Inc. Reproduction Prohibited 60
Predictive is the future

61. © 2014 Forrester Research, Inc. Reproduction Prohibited 61
It’s OK to have data siloes

63. © 2014 Forrester Research, Inc. Reproduction Prohibited 63
Leverage the
data at hand

64. © 2014 Forrester Research, Inc. Reproduction Prohibited 64@sa_powers
It’s not about perfection…
It’s about gradual progression.

67. Thank you
Stephen Powers
spowers@forrester.com
@sa_powers

68. It is going to be a great week!
Gary Dolsen
VP Digital Experience Software, IBM

69. Leaders choose IBM based on our track record
Proven
Expertise
Global
Clients
8,000Internet and
customer-facing
internet customers
Over
65%
Most influential CMOs use
IBM Social business
solutions
300
million named users
from top customers
Over IBM customer engagement
solutions are named
“Leader” in 13major
analyst reports
85%
Of Fortune 100
Global banks
6 of top 7
Retailers in US
9 of top
10
Automotive
Companies
5 of top
7
Global Insurance
Companies

70. © 2014 IBM Corporation
22 Customer sessions this week!
Customer Time/
Location
BUS-S20
Superior Group
Pacific Ballroom
10:30 – 11:30
BUS-S01
Taco Bell
Pacific Ballroom
12:30 – 1:30
BUS-S23
Swift Transportation
Carmel
12:30 – 1:30
BUS-S14
University of California
Pacific Ballroom
1:45 – 2:45
BUS-S16
Pacific Life
Pacific Ballroom
3:15 – 4:15
BUS-S15
Wells Fargo
Pacific Ballroom
4:30 – 5:30
Customer Time/
Location
BUS-S04
Fashion Institute of
Design & Merchandising
Pacific Ballroom
8:30 – 9:30
BUS-S13
Dominion Enterprises
Pacific Ballroom
9:45 – 10:45
BUS-S19
Slumberland
Carmel
9:45 – 10:45
BUS-S17
NewPage
Pacific Ballroom
11:15 – 12:15
BUS-S22
Waterfront Toronto
Pacific Ballroom
1:45 – 2:45
BUS-S18: Large Commercial
Insurance Organization
Pacific Ballroom
3:15 – 4:15
BUS-S21
BCBS Tennessee
Malibu
3:15 – 4:15
BUS-S10: Regional
Municipality of York
Pacific Ballroom
4:30 – 5:30
BUS-S11
ISO Consultants
Malibu
4:30 – 5:30
Customer Time/
Location
BUS-S12
Southern California
Edison
Pacific Ballroom
8:30 – 9:30
BUS-S09
Prudential Financial
Pacific Ballroom
9:45 – 10:45
BUS-S02
TD Bank
Malibu
9:45 – 10:45
BUS-S05
ANICO
Pacific Ballroom
11:15 – 12:15
BUS-S08
KFC
Pacific Ballroom
1:45 – 2:45
BUS-S03
Florida Blue
Pacific Ballroom
3:15 – 4:15
BUS-S07
Cisco
Pacific Ballroom
4:30 – 5:30
Monday, July 21 Tuesday, July 22 Wednesday, July 23

71. Additional information
• IBM Event Connect Portal at ibmeventconnect.com/xdx
• IBM Certification : Monday through Thursday at 1:00 p.m.
• Business Value Assessments :
Clinics are available Monday – Wednesday.
• Portal Upgrade Consultations : Contact Rich Rosetto
to schedule a consultation (rarosett@us.ibm.com or 720-396-3997)
• Digital Experience Zone :
Monday through Wednesday 2:45 p.m. – 5:30 p.m.
• Meet the Architects Panel : Thursday, July 24 from 8:30 a.m. - 9:45 a.m

72. © 2014 IBM Corporation
Thank you to our sponsors!