This document profiles Dave Thompson, an IBM executive based in the Middle East and Africa region. It provides his contact information, including his Twitter handle and email address. It also contains several notes indicating that statements about IBM's plans and future products are subject to change and are not commitments or legal obligations. Finally, it discusses IBM's portfolio of customer experience and employee experience solutions for 2013, highlighting new versions of WebSphere Portal, Web Content Manager, and other products.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Newgen's Successful 20 Years at a Glance
http://www.newgensoft.com/
Newgen Software Inc. - Solutions for BPM, ECM, DMS, workflow software and business process automation.
Newgen Software is a leading global vendor/provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM), Document Management System (DMS), Workflow and Process Automation software. The company has a global footprint of 1300+ installations in over 61 countries with large, mission-critical solutions that have been deployed at the world's leading Banks, Insurance firms, BPO’s, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.
Customer Experience Self-assessment: Belgian Benchmark 2010Geert Martens
What is customer experience? Why have most market leaders been investing in customer experience? How have they aligned their organization to consistently deliver a deliberate customer experience? The "Naïve-to-Natural" model is a maturity assessment that shows organizations to what extent they are capable of delivering a customer experience. This presentation includes a Belgian benchmark study.
Step by Step Approach to make ABC company a Strategic Focus Organization and Gain Competitive edge
Using Strategic Framework , KPIs, Scorecard and Dashboard
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
Tulevaisuuden ostaja rakentaa kumppanuutta ja vaatii kilpailukykyä 18.9.2008
Puhujat: Harri Jokinen, Juha-Pekka Anttila, Ismo Anttila, Sami Humala, Kaj Lindh, Mauri Heikintalo, Thomas E. Vollmann, Jari Osmala, Juha Vierros
Tilaisuuden videot: http://www.youtube.com/watch?v=B3HJe6nHJAQ , http://www.youtube.com/watch?v=LsjTlzLwgTI , http://www.youtube.com/watch?v=oZ_5jbXLZvM , http://www.youtube.com/watch?v=B4ourWI2q8w
Leveraging Analytics to achieve your Customer Experience ObjectivesJj HanXue
Presented by Graham Cobb, European Industry Leader for Banking and Financial Markets, Business Analytics at IBM
For the complete presentation, see http://bit.ly/NOsWDA.
Alternatively, please visit http://www.customerexperiencefinance.com/share.
Forrester's Kate Leggett recently blogged about the business benefits of improving the Agent Desktop experience, and I was inspired to add additional color commentary to this as I am currently working with a client who has some significant Agent Desktop challenges. So below is a summary of the Top 6 KPIs and Business Benefits associated with improving your Customer Service Agent's Desktop experience. The 6 KPIs are below:
Improving Agent Handle Time.
Increasing First Call Resolution.
Improving Agent Satisfaction & Turnover.
Improving Training & Ramp Up Time.
Improve Customer Satisfaction.
Increase Revenue.
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
Newgen's Successful 20 Years at a Glance
http://www.newgensoft.com/
Newgen Software Inc. - Solutions for BPM, ECM, DMS, workflow software and business process automation.
Newgen Software is a leading global vendor/provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM), Document Management System (DMS), Workflow and Process Automation software. The company has a global footprint of 1300+ installations in over 61 countries with large, mission-critical solutions that have been deployed at the world's leading Banks, Insurance firms, BPO’s, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.
Customer Experience Self-assessment: Belgian Benchmark 2010Geert Martens
What is customer experience? Why have most market leaders been investing in customer experience? How have they aligned their organization to consistently deliver a deliberate customer experience? The "Naïve-to-Natural" model is a maturity assessment that shows organizations to what extent they are capable of delivering a customer experience. This presentation includes a Belgian benchmark study.
Step by Step Approach to make ABC company a Strategic Focus Organization and Gain Competitive edge
Using Strategic Framework , KPIs, Scorecard and Dashboard
Zip Dial Introduction Polls & SurveysAdamZipdial
ZipDial’s Mobile Survey platform allows businesses, governments in India and the Caribbean to reach more mobile users than SMS-based platforms, getting actionable insights in hours, not weeks.
Tulevaisuuden ostaja rakentaa kumppanuutta ja vaatii kilpailukykyä 18.9.2008
Puhujat: Harri Jokinen, Juha-Pekka Anttila, Ismo Anttila, Sami Humala, Kaj Lindh, Mauri Heikintalo, Thomas E. Vollmann, Jari Osmala, Juha Vierros
Tilaisuuden videot: http://www.youtube.com/watch?v=B3HJe6nHJAQ , http://www.youtube.com/watch?v=LsjTlzLwgTI , http://www.youtube.com/watch?v=oZ_5jbXLZvM , http://www.youtube.com/watch?v=B4ourWI2q8w
Leveraging Analytics to achieve your Customer Experience ObjectivesJj HanXue
Presented by Graham Cobb, European Industry Leader for Banking and Financial Markets, Business Analytics at IBM
For the complete presentation, see http://bit.ly/NOsWDA.
Alternatively, please visit http://www.customerexperiencefinance.com/share.
Forrester's Kate Leggett recently blogged about the business benefits of improving the Agent Desktop experience, and I was inspired to add additional color commentary to this as I am currently working with a client who has some significant Agent Desktop challenges. So below is a summary of the Top 6 KPIs and Business Benefits associated with improving your Customer Service Agent's Desktop experience. The 6 KPIs are below:
Improving Agent Handle Time.
Increasing First Call Resolution.
Improving Agent Satisfaction & Turnover.
Improving Training & Ramp Up Time.
Improve Customer Satisfaction.
Increase Revenue.
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
IBM Smarter Business 2012 - 11 trender för Enterprise Mobile just nuIBM Sverige
Den mobila marknaden har så här långt mest handlat om konsumentappar, men nu ser vi flera trender mot Enterprise Mobile där organisationer önskar erbjuda sina anställda att använda applikationer när de behöver det, med deras egna mobila enheter. Och de vill helst använda de mobila enheter som passer dem själva (BYOD). Dessutom vill organisationer erbjuda sina kunder mobila tjänster och allt det här skapar utmaningar. IBM vill, som ledare inom den här marknaden, hjälpa kunder att ta rätt beslut och göra verklighet av sina visioner. Lyssna på Johannes Eltz från IBM:s huvudkontor prata om IBM:s syn på Enterprise Mobile, de 11 tydligaste trenderna.
Talare: Johannes Eltz, Business Development Executive Mobile, IBM
Besök http://smarterbusiness.se för mer information.
IBM Collaboration Forum - Lars-Olof AllerhedIBM Sverige
Exceptional Web Experiences and IBM Northstar project
Denna presentation lär dig mera om hur du kan förbättra dialogen med dina kunder med hjälp av IBMs lösningar inom Exceptional Web Experience och Exceptional Customer Experience. IBM:s lösningar kan hjälpa dig att knyta kunderna närmare ditt varumärke, öka kundnöjdheten samt minska kostnader.
Denna presentation hölls vid IBM Collaboration Forum 2011 i Stockholm.
Talare: Lars Olof Allerhed, Collaboration Evangelist, IBM Collaboration Solutions
IBM Collaboration Forum - Exceptional Web Experiences and Project NorthstarIBM Sverige
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
Aviation Week Adv Mfg Metrics that Matter webcastJulie Fraser
Iyno's Julie Fraser participated in an Aviation Week Webcast sponsored by Deltek focused on linking business, engineering, and manufacturing. Fraser presents MESA International Pursuit of Performance Excellence data in the context of discrete project-based manufacturing.
Avnet, Inc. 2010 Analyst Day & 50th Anniversary Celebration: Dec 15, 2010
Presenters included: Roy Vallee, chairman and chief executive officer; Rick Hamada, president and chief operating officer; Ray Sadowski, senior vice president and chief financial officer; Harley Feldberg, president, Electronics Marketing; and Phil Gallagher, president, Technology Solutions.
Following the analyst day event, Avnet commemorated its 50th anniversary on the New York Stock Exchange by ringing the closing bell.
Conferencia Simultánea CISCO / Logicalis
León Grekin, Director Financial Services - Cisco Systems, Inc.
12º Congreso Internacional de Tecnología para el Negocio Financiero
David Eagan, Director of Professional Services International at Perceptive Software discusses about the impact of FinancialForce PSA on his organization: Faced challenges that Sales & Services were poorly aligned, their existing systems couldn't cope with the growth or the complexity of customers’ requireme nts. Since using FinancialForce PSA they can see the scheduled and unscheduled back log at any time, and have a consistent approach to reporting as the company continues its growth. The admin has been removed from David’s job allowing him to spend valuable time with his resources on their projects. The implementation was successful because the FinancialForce.com people understood Perceptive Software’s business and its requirements of the application.
Building an organization with collaborative innovation is essential to accelerate technology breakthroughs. Is your IT infrastructure ready for the cognitive era?
Only some organizations are set up for cognitive era and in doing so, are leaving their competition far below. Is your IT infrastructure ready for the cognitive era?
Software Day 2013. Social Business and Commerce Strategy
1. Dave Thompson – ICS Executive, Middle East & Africa
Twitter: @DaveBThompson
eMail: thomdave@ae.ibm.com
2. 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.
3. Success comes from creating and delivering exceptional experiences
Customers
5 20% 81%
Seconds to engage Larger order size when buying on Get product purchase
customers tablet advice
By 2014,
Employees 50% 1.3 87%
millennials Billion global mobile workers less likely to leave when
by 2015 highly engaged
Source: 1 ”When Seconds Count”, Aug 2010, Equation Research, 2 “Tablets: Ultimate Buying Machines”, Sept 28, 2011, Wall Street Journal, 3 Click Z, Jan 2010,
4 Millennials: “We R Who We R”, Feb 5, 2011, Millennial Marketing, 5 IDC, Worldwide Mobile Worker Population 2011-2015 Forecast, doc #232073, December 2011 6 Independent Study by The Corporate Executive Board, 2004
4. Delighting clients and better engaging employees generates more
successful business outcomes
Increase Visibility
Can increases website traffic by 145
million visits (6)
Improve Customer Service
Speeds up Product
Can achieve 5% reduction in
customer defection rate increasing
Development
profits by up to 68% (2) Can develop and bring new products
to market in 1/3 time (3)
Increases Sales
Can increase sales manager
revenue by 40% and improve Increases Marketing
efficiency by up to 50% (1) Can achieve 100% increase in
market exposure (4)
Maximizes Employee
Reduces Employee
Productivity
Turnover
Can retain the knowledge of seasonal
staff within the company, and thus Can reduce turnover, highly engaged
increase customer satisfaction in our employees are 87% less likely to leave
resorts (7) their organizations than highly
disengaged employees(5)
Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study
Source 5:Independent Study by The Corporate Executive Board, 2004, Source 6 Cars.com Case study, Source 7 Robinson Club
5. Clients Present Exceptional Web Experience Successes
Includes:-
myCigna
InformationWeek recently named Cigna's customer online health care
cost and quality capabilities on myCigna.com one of the top ten
innovations of 2012. Learn how Cigna leverages IBM WebSphere® Jyske Bank
Portal to continually provide an exceptional web experience for their The Jyske Bank business and technical team leads will share how they
customers. achieved their goals to deliver modern, responsive web presences with
mobile services across more than twenty legacy banking web sites, with
reduced costs.
Slumberland Furniture
Horizon Healthcare Services With 125 stores across 12 states and a 14-person IT department,
Horizon leverages IBM WebSphere Portal to deliver a more personalized Slumberland recently implemented an Exceptional Work Experience –
experience empowering business users to seamlessly and quickly reach built with IBM Connections, IBM Web Content Manager, WebSphere
customers. Next up is integration with WebSphere Commerce, IBM Portal, and Genus Media Upshot - revamping its merchandising
Connections and IBM Worklight -- which will provide an exceptional, processes and socially enabling mission-critical applications, in their
collaborative marketplace at the forefront of healthcare in the future. employee portal.
Screen Images and Names not to be redistributed
6.
7. IBM offers a full range of industry leading capabilities to meet the
requirements of any organization
Smarter Workforce Exceptional
IBM Employee Experience Suite
Customer Experience
Kenexa Talent Management Suite IBM Customer Experience Suite
Social Networking Social Analytics Social Content Social Integration
IBM Connections IBM Enterprise Content
IBM Social Analytics Suite IBM WebSphere Portal
IBM Notes & Domino Social Management
Edition IBM Web Content Manager
IBM Sametime
Deployment Options
IBM SmartCloud for Social Business Dedicated Private Cloud On Premises Hybrid
8. Entering 2013 with a Newly Refreshed Portfolio
IBM Customer Experience Suite V8.0 IBM Employee Experience Suite V8.0
Solutions
Foundation
IBM WebSphere Portal V8.0 IBM Web Experience Factory V8.0
IBM Web Content Manager V8.0 IBM Forms V8.0
Commerce Social ECM Analytics EMM Collaboration BPM
Seamless, Integrated Social Insight with Instrumented Web Analytics
Community Pages for delivering IBM Connections applications Analytic Overlays for at-a-glance, real-time, graphical data from
seamlessly and in context, to individual web users/roles IBM Coremetrics directly within the web experience
OpenID support for single-sign via Facebook, Google, etc.
Highlights
Craft Web Experiences in Minutes
Updated Content Template Catalog helps business and web
Social Media Publishing Made Simple developers jump-start web experience creation using an array pre-
WCM Social Media Publisher enables LOB crafting & publishing to
built popular web experience page templates
Facebook, Twitter, LinkedIn & IBM Connections simultaneously a snap New Home Page helps authors quickly and easily create new
Provides analysis of impact (tracks Like, Shares, Comments)
content, navigate to and access their favorite items & projects
Go with Mobile/Smartphone Experiences Deploy More In Less Time
IBM WebSphere Mobile Portal Experience theme for ease in New Web Web Experience Patterns for IBM PureApplication
delivering web applictions to iPhones, Android and Blackberries System dramatically simplify deployment, ensure scalability and
New IBM Worklight entitlement extends web applications to the App continually optimize the performance of web applications at a
Store with hybrid mobile web applications fraction of traditional IT economics
9. Leaders choose IBM based our track record
Over Over
8,000 1 in 6 300 Positioned in Leaders
Proven people globally are a named million named users from
Quadrant for Horizontal
Internet and Portals* by Gartner
Expertise customer-facing user in WebSphere Portal top customers
internet customers
Global
6 of top 13 of top 12 4 of top 500+
10 20 6
Clients of the
Healthcare Government
banks retailers largest telcos
companies agencies
* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings.
Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose
10. Leaders in every industry are creating Exceptional Web Experiences
11. Exceptional Web Experience Award Winners 2012
... let us help you get on the list this year!
Wells Fargo Blue Cross Blue Staples
Shield of Tennessee
2012 Intranet Design Award
Retirement Site Dashboard The “HUB” Employee Site
Online Advertising and Marketing Nng 2012 Intranet Design
BlueAccess Member Portal
Award Winner Award Winner
Web Marketing Association Award
Outstanding Achievement in Web
Development
Cigna BMO CEMEX
2012 Consellation Supernova Award
Top IT Innovator by InformationWeek 500 #1 Overall Customer Experience
Constellation Research
Online Banking SuperNova Award Winner
Cigna Insurance Member Portal 2012 Keynote Systems - Ranked #1 in
InformationWeek Top Ten Technology “Future of Work” for Employee
Overall Customer Experience Portal
Innovations Award Winner
triglav Saudi Arabia
Ministry of Communication & IT
2012 WEBSI Award
Digital Excellence Award
2012 WEBSI Online Champion Digital Excellence Award, Ministry
Award - B2B & B2C of Communication & Information
Technology- Saudi Arabia
12. Social Portal is essential for business success
Promote single brand &
Enable collaboration communicate through
within and outside the high impact multi-channel
company strategy
Link customer to in
context information for Provide greater sense of
cross sell Revenue employee satisfaction
Competitive Global Glue
Generation Advantage
Smarter Commerce
Provide contextual Social Front End of Business
value Transformation
Provide dynamic role
Flexible applications based user experience
assembly by leverage
technology investments
Publish personalized
Operating Productivity content to the right roles
Efficiency Enhancements on the right devices at the
Simplify & standardize, right time
reduce complicity
Time to Value
Reduce costs with self Putting the power back in the
service model hands of the LOB
13. Integrating seamlessly with existing technology and providing secure multi-
channel/mobile delivery
Employees
Customers
Internal Lines of Business
Applications
Personalized
Role Based
Multi-channel Delivery
Contextual
Content
Contact Center
Cloud Enterprise Wide
360 Degree view
Collaboration B2B Solution
Capabilities
Smarter Workforce
Consumer
Applications Self Service
Dynamic
Secure
14. Omron: Unlocking operational efficiency by delivering an integrated and social intranet
Increases productivity
Enables employees to locate product and technology expertise, share customer
information, easily publish content and tag information for rapid retrieval
Enables sales to share customer information
Helps ensure that sales teams can share common information on
customers, such as leads, purchases and locations, resulting in a
more unified sales effort