Social

© 2013 IBM Corporation

Social

Global Business Services – Strategy & Analytics


Global Business Services



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AGENDA

2 4

Welcome& Introductions

Transformation Perspective:w3.ibm.com

UX Perspective& Creative Preview

RequirementsAssessment

1 3 5

RoadmapDiscussion

2 4

Compelling reasonsTo act

Entry points

Client examples

1 3 5

How to engage

Solutions portfolio



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©2011 IBM Corporation

The use of digital, mobile and social media is transforming the way business and consumers interact

• Employees: are using social media in all facets of their lives, including work

• Customers: are leading the conversations that define brands

• Partners: are interacting to accelerate business value

• Organizations: are crowd-sourcing ideas to bring new solutions to market

Mainframe Departmental PCs Internet Social

…this shift is enabled by technology enabled social interactions

causing a seismic shift in the way business is done



EMPOWERED CUSTOMER PUT BUSINESSES TO THE TEST

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44% of companies use crowd sourcing from customers

4 in 10Smart phone users search for an item

in a store

86%use multiple

channels

4-5xmore than

average is spent by multi-channel

buyers

61%trust friends’ reviews more than experts’

78%of consumers

trust peer recommendations

58%

are more price-conscious today than they were a year ago

75%do not believe companies tell the truth in ads

80%of CEOs think they deliver a superior

customer experience

8%of their

customers agree



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AGENDA

2 4





1 3 5

RoadmapDiscussion

DiscussFinal Presentation

4

Compelling reasonsTo act

Entry points

Client examples

1 3 5

How to engage

Solutions

2



SOCIAL BUSINESS OFFERINGAligned with Front Office Transformation

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Enablement

Customer ServiceMarketing & Sales Workforce & Internal

Social Intelligence

Social Platform Enablement

Change Management (Governance, Culture, Training, Adoption)

Transformation

Advisory

Buyer Aligned Offerings

Social Collaboration

Social Business Strategy

Co

mp

ete

nci

es



SOCIAL BUSINESS PLATFORM AND SOLUTIONS

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The Social Business Offering includes components addressing four stages of implementing a Social Business

EnableVision

Optimize Adopt

Roadmap

Strategy

Business Case

Analyze

Insight

Enhance

Build

Integrate

Deploy

Communicate

Train

Leverage



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2 4





1 3 5

RoadmapDiscussion

2 4

Solutions portfolio

Entry points

Client examples

1 3 5

How to engageStrategy and

Solutions portfolio



A word on AGENDA

So

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us

ine

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So

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Align Organizational Goals & CultureAAA

Gain Social TrustGGG

Engage through ExperiencesEEE

Network Your Business ProcessesNNN

Design for Reputation & Risk ManagementDDD

Analyze Your DataAAASo

cia

l B

us

ine

ss

So

cia

l B

us

ine

ss

Align Organizational Goals & CultureAAA

Gain Social TrustGGG

Engage through ExperiencesEEE

Network Your Business ProcessesNNN

Design for Reputation & Risk ManagementDDD

Analyze Your DataAAA

Align Organizational Goals & CultureAAA Align Organizational Goals & CultureAAA

Gain Social TrustGGG Gain Social TrustGGG

Engage through ExperiencesEEE Engage through ExperiencesEEE

Network Your Business ProcessesNNN Network Your Business ProcessesNNN

Design for Reputation & Risk ManagementDDD Design for Reputation & Risk ManagementDDD

Analyze Your DataAAA Analyze Your DataAAA



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1 3 5

RoadmapDiscussion

2

Solutions portfolio

Entry points

Client examples

1 3 5


Solutions portfolio

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BOSCHEnterprise social for a connected, collaborative, and entrepreneurial global workforce

The need: Bosch needed to drive social at an enterprise level to a) connect its global workforce for networked communication and collaboration, b) provide access and visibility to skills, knowledge, and ideas internally and externally as a method to create new business opportunities, c) become more entrepreneurial, flexible, leaner and efficient, and d) integrate its diverse working environments and cultures.

The solution: Bosch launched an Enabling Enterprise 2.0 project to govern and drive the adoption of BOSCH.Connect (Connections platform) throughout the company. IBM GBS was engaged to roll out the initiative across the globe and was selected as a trusted partner based on IBM’s deep Social Business consulting practice, technical know-how, and diversified and global presence.

The benefits: Further to the consulting services, IBM is now leveraging its development and research capabilities around collaborative and social platforms and partnering with Bosch on leading edge research projects such as the ongoing Smart Social Q&A for BOSCH.Connect.

Client: The Bosch Group is a leading global supplier of technology and services with € 52Bn sales and 305,000 employees.

IBM Revenue: € 1.2M

Solution Capabilities:Digital Front Office

Service Offering:Social Business Strategy, Social Business Process / Governance / Culture



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Visualization provides rapid and actionable insight for large datasets including those generated in online forums, discussions and Jams

What are the top clusters of the Jam/forum? What are the top topics of each cluster? What is the context of each topic?

Explore JAM corpus with demographic queries/ filters Topic and sentiment analysis Dashboards for viewing the snippet results

What are the top keywords mentioned in posts? What are the topics of the posts and the key themes? What concepts co-occur with and help explain the top themes? What is the sentiment of the key themes?

Eli Lilly RWE KM Workshop

Jam Visualization Analytics @ large global bank

Client: Barclays Bank PLC is a UK based financial services group serving 25 million customers and employing 118,000 people in 60+ countries.

IBM Pipeline: ~$ 47M

Solution Capabilities:Social Intelligence, Social Networks, Social Portal

Service Offering:Social Business Strategy, Social Workforce, Social Customer Care, Social Sales & Marketing



Business Scenario:

Although the company had already some Social presence, the engagement with their followers was low and the brand position was not smooth across the different channels.

The customer care through the social network was also available, but without integration with the other channels, affecting the customer experience.

Challenge

How to better explore the social media potential to improve the customer relationship, adding value in each interaction , monetizing each contact with the client..

IBM Solution:

Using the following methodology:

Benchmarking of current situation with the market

Customer and Employees social behaviour analysis

Local market analysis

Content Management processes , customer interaction and campaigns in the social media

Roadmap with the action plan to be more SOCIAL oriented

Retailier at Brazil hired IBM to develop their Social Media strategy

Current situation, communication efficiency and customer care, global benchmarking .q

Roadmap de iniciativas necessárias para estar inserido de forma consistente nas redes sociais.

0% 5% 10% 15% 20% 25% 30%

Amazon

Best Buy

Sephora

Ponto Frio

eBay

Magazine Luiza

Fast Shop

Walmart Brasil

FacebookTalking about/ Likes



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1 3 5

RoadmapDiscussion

2 4

Solutions portfolio

Entry points

Client examples

1 3 5


Solutions portfolio



1919

IT IS A JOURNEY

Strategy

Approaching a social business engagement and engaging the right IBM resources

The Pipeline

Focus on the next social capabilities – bold ideas

Understanding

What ‘social business’ means to IBM and our clients

Delivery

The transformation and growth begins

Awareness

How to listen to what your clients are saying and recognize the ‘social business’ opportunity



Mobile Office1990s

Traditional Office1980s

Collaboration2000

Social Networking2004

Social Business2008 and beyond

IBM’s Journey to becoming a Social Business400,000+ employeesin over 200 countries 50% workforce

has less than 5 years of service

71% of employee populationis outside of the US

50% of employeeswork remotely, not from a traditional office



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1 3 5

RoadmapDiscussion

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Solutions portfolio

Entry points

Client examples

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Solutions portfolio

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Questions?

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Social

Documents

Transcript of Social