The document summarizes IBM's 2013 strategy briefing for Hong Kong. It discusses IBM's steady growth in 2012 with record earnings, investments in innovation, and focus on higher value services. It believes businesses will need to differentiate customer experience through personalized services. The briefing outlines how transforming the front office through smarter analytics, commerce, social business and mobility can attract more customers. IBM capabilities like core business solutions can enable front office transformation and help clients outperform by delivering tangible outcomes.

1. IBM Hong Kong 2013 Strategy Briefing
IBM Hong Kong
2013 Strategy Briefing
© 2013 IBM Corporation

2. IBM Hong Kong 2013 Strategy Briefing
IBM Hong Kong 2013 Strategy Briefing
Tony Tai
General Manager
© 2013 IBM Corporation

3. IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation

4. IBM Hong Kong 2013 Strategy Briefing
IBM 2012 - Steady and Strong Growth
Operating EPS
2015e $20+ $15.25 $23.2 billion $18.2 billion
Record EPS Record net income Record free cash flow
+13% YTY +7% YTY +1.6 billion
2013e $16.70+ 10th consecutive year Growth initiatives delivered
2012 $15.25 of double-digit EPS growth •Business Analytics + 13% YTY
•Smarter Planet + > 25% YTY
2011 $13.44 •Cloud + 80% YTY
2010 $11.67
$104.5 billion •Growth Markets + 7% YTY
Revenue
Invested in innovation and
continued portfolio transformation
•Introduced new mainframe, storage, Power7, PureSystems
•#1 in US patents for 20th consecutive year
•Acquired 11 companies, at $4 billion spend
•Divested Retail Store Solutions business
© 2013 IBM Corporation

5. IBM Hong Kong 2013 Strategy Briefing
What Do We Believe About the Future?
Constant Shift to Higher Value
New Era of Computing
New Markets and New Buyers
© 2013 IBM Corporation

6. IBM Hong Kong 2013 Strategy Briefing
Reflections After One Year
 Our Strategic Beliefs are correct, and the world they
describe is coming fast
 Businesses can extend their growth by delivering a
differentiating customer experience, which is…
 Driven by a shared value among employees
© 2013 IBM Corporation

7. 2013 IBM Hong Kong Strategy Briefing
IBM Hong Kong 2013 Strategy Briefing
Joseph Wong
Partner & Head
Global Business Services
© 2013 IBM Corporation

8. IBM Hong Kong 2013 Strategy Briefing
Welcome to the Era of the Chief Executive Customer
Customers have This has changed The Chief Outperforming
unlimited access the dynamics Executive businesses are
to information between buyers Customer engaging
anywhere, and sellers, and now expect customers as
anytime, and can the average hyperpersonalized individuals to
instantly share it customer is dead service create
with the world differentiating
experiences
Hyper Digitization Social Media Explosion
Mobile Revolution The Power of Analytics
© 2013 IBM Corporation

9. IBM Hong Kong 2013 Strategy Briefing
Win the Chief Executive Customer by Transforming the Front Office
Chief
Executive
Customer
New Smarter Commerce Front Office Transformation Social Business
Integrated
Channels Web Social Mobile Call Center
Physica Broadcast
l
Big data, Information & Analytics
Create best- Engage based on deeper,
Improve digital, social &
in-class digital marketing more actionable Customer
mobile presence
capabilities Insights
New
Imperatives
Enable collaboration and Improve Order Increase Business Partner
innovation Management & Fulfillment Visibility
Cloud & Mobility
More
Connected ERP Systems Legacy Applications Data Warehouses
Back Office
© 2013 IBM Corporation

10. 2013 IBM Hong Kong Strategy Briefing
IBM Hong Kong 2013 Strategy Briefing
Mark Latchford
General Manager
Global Technology Services
© 2013 IBM Corporation

11. IBM Hong Kong 2013 Strategy Briefing
Outperforming Companies Deliver Tangible Outcomes
by Transforming the Front Office
Amsterdam Tourism & Convention Board IBM Corporation transforms demand generation by using an
attracts more tourists to Amsterdam by using predictive analytics to gain insight enterprise marketing management solution to empower clients, accelerate
into visitors’ behavior and preferences key marketing processes and improve marketing performance
+14% +7% +17% 6x response 1 day
hotel guests and international number of improvements to campaign execution time,
overnight stays airport arrivals conventions nurtured email responses reduced from 2 - 6 weeks
L’OCCITANE en Provence uses analytics-driven Qantas automates the passenger predeparture process, achieving
behavioral segmentation to create finely-tuned, targeted email marketing fewer queues, better service and experience, and greater recognition to
campaigns enhance unique click rates, conversion rates and revenue per customers for their continued loyalty
email sent
17x 25x -75% +100%
conversion to sale revenue per mail check-in time for improved throughput in the
premium customers departure concourse
© 2013 IBM Corporation

12. IBM Hong Kong 2013 Strategy Briefing
IBM Capabilities to Enable Front Office Transformation
Front Office Transformation Strategy and Services
CORE BUSINESS SOLUTIONS
Smarter Smarter Social
Analytics Commerce Business Mobility
Portal
Workload Optimized Systems, Cloud and Security
Excellence in Delivery Professionals
© 2013 IBM Corporation

13. 2013 IBM Hong Kong Strategy Briefing
IBM Hong Kong 2013 Strategy Briefing
Tony Tai
General Manager
© 2013 IBM Corporation

14. IBM Hong Kong 2013 Strategy Briefing
成就客戶新體驗
領導創新傲同群
Differentiate Customer Experience.
Innovate to Win.
© 2013 IBM Corporation