Software Day 2013. Social Business and Commerce Strategy

Dave Thompson – ICS Executive, Middle East & Africa

Twitter: @DaveBThompson

eMail: [email protected]

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.

Success comes from creating and delivering exceptional experiences

Larger order size when buying on tablet

Get product purchase advice

5Seconds to engage customers

Customers20% 81%

Billion global mobile workers by 2015

less likely to leave when highly engaged

50%millennials

Employees 1.3 87%By 2014,

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

Delighting clients and better engaging employees generates more successful business outcomes

Improve Customer Service

Can achieve 5% reduction in customer defection rate increasing profits by up to 68% (2)

Speeds up Product Development

Can develop and bring new products to market in 1/3 time (3)

Increases SalesCan increase sales manager revenue by 40% and improve efficiency by up to 50% (1)

Increases Marketing Can achieve 100% increase in market exposure (4)

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

Maximizes Employee ProductivityCan retain the knowledge of seasonal staff within the company, and thus increase customer satisfaction in our resorts (7)

Reduces Employee Turnover

Can reduce turnover, highly engaged employees are 87% less likely to leave their organizations than highly disengaged employees(5)

Increase VisibilityCan increases website traffic by 145 million visits (6)

myCignaInformationWeek 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® Portal to continually provide an exceptional web experience for their customers.

Slumberland FurnitureWith 125 stores across 12 states and a 14-person IT department, Slumberland recently implemented an Exceptional Work Experience – built with IBM Connections, IBM Web Content Manager, WebSphere Portal, and Genus Media Upshot - revamping its merchandising processes and socially enabling mission-critical applications, in their employee portal.

Horizon Healthcare ServicesHorizon leverages IBM WebSphere Portal to deliver a more personalized experience empowering business users to seamlessly and quickly reach customers. Next up is integration with WebSphere Commerce, IBM Connections and IBM Worklight -- which will provide an exceptional, collaborative marketplace at the forefront of healthcare in the future.

Jyske BankThe Jyske Bank business and technical team leads will share how they achieved their goals to deliver modern, responsive web presences with mobile services across more than twenty legacy banking web sites, with reduced costs.

Screen Images and Names not to be redistributed

Clients Present Exceptional Web Experience Successes Includes:-

IBM offers a full range of industry leading capabilities to meet the requirements of any organization

Deployment Options

IBM SmartCloud for Social Business Dedicated Private Cloud On Premises Hybrid

Smarter Workforce

IBM Employee Experience SuiteKenexa Talent Management Suite

Exceptional Customer ExperienceIBM Customer Experience Suite

Social Networking Social Analytics Social Content Social Integration

IBM Enterprise Content Management

IBM Social Analytics SuiteIBM Connections

IBM Notes & Domino Social Edition

IBM Sametime

IBM WebSphere PortalIBM Web Content Manager

IBM Employee Experience Suite V8.0IBM Customer Experience Suite V8.0

Insight with Instrumented Web AnalyticsAnalytic Overlays for at-a-glance, real-time, graphical data from

IBM Coremetrics directly within the web experience

Craft Web Experiences in Minutes Updated Content Template Catalog helps business and web

developers jump-start web experience creation using an array pre-built popular web experience page templates

New Home Page helps authors quickly and easily create new content, navigate to and access their favorite items & projects

Deploy More In Less Time New Web Web Experience Patterns for IBM PureApplication

System dramatically simplify deployment, ensure scalability and continually optimize the performance of web applications at a fraction of traditional IT economics

Seamless, Integrated Social Community Pages for delivering IBM Connections applications

seamlessly and in context, to individual web users/rolesOpenID support for single-sign via Facebook, Google, etc.

Social Media Publishing Made SimpleWCM Social Media Publisher enables LOB crafting & publishing to

Facebook, Twitter, LinkedIn & IBM Connections simultaneously a snapProvides analysis of impact (tracks Like, Shares, Comments)

Go with Mobile/Smartphone Experiences IBM WebSphere Mobile Portal Experience theme for ease in

delivering web applictions to iPhones, Android and BlackberriesNew IBM Worklight entitlement extends web applications to the App

Store with hybrid mobile web applications

IBM WebSphere Portal V8.0

IBM Web Content Manager V8.0 IBM Forms V8.0

IBM Web Experience Factory V8.0

Entering 2013 with a Newly Refreshed Portfolio

Commerce Social ECM Analytics EMM Collaboration BPM

So

luti

on

sF

ou

nd

atio

nH

igh

lig

hts

Leaders choose IBM based our track record

* 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

Proven Expertise

Global Clients

8,000Internet and customer-facing internet customers

Over

1 in 6people globally are a named user in WebSphere Portal

300million named users from top customers

Over

Positioned in Leaders Quadrant for Horizontal Portals* by Gartner

6 of top 10

banks

13 of top 20

retailers

12of the

largest telcos

4 of top 6

Healthcarecompanies

500+

Governmentagencies

Leaders in every industry are creating Exceptional Web Experiences

Exceptional Web Experience Award Winners 2012... let us help you get on the list this year!

BlueAccess Member PortalWeb Marketing Association Award Outstanding Achievement in Web

Development

Blue Cross Blue Shield of Tennessee

2012 Intranet Design Award

The “HUB” Employee SiteNng 2012 Intranet Design

Award Winner

Staples

Cigna Insurance Member Portal 2012 InformationWeek Top Ten Technology

Innovations Award Winner

Cigna

Top IT Innovator by InformationWeek 500

Retirement Site DashboardOnline Advertising and Marketing

Award Winner

Wells Fargo

Constellation ResearchSuperNova Award Winner

“Future of Work” for Employee Portal

CEMEX2012 Consellation Supernova Award

2012 WEBSI Online Champion Award - B2B & B2C

triglav2012 WEBSI Award

Digital Excellence Award, Ministry of Communication & Information

Technology- Saudi Arabia

Saudi Arabia

Digital Excellence Award

Ministry of Communication & IT

Online BankingKeynote Systems - Ranked #1 in

Overall Customer Experience

BMO

#1 Overall Customer Experience

Social Portal is essential for business success

Enable collaboration within and outside the

company

Link customer to in context information for

cross sell

Smarter Commerce Provide contextual Social

value

Flexible applications assembly by leverage

technology investments

Simplify & standardize, reduce complicity

Reduce costs with self service model

Promote single brand & communicate through

high impact multi-channel strategy

Provide greater sense of employee satisfaction

Global Glue

Front End of Business Transformation

Provide dynamic role based user experience

Publish personalized content to the right roles

on the right devices at the right time

Time to ValuePutting the power back in the

hands of the LOB

RevenueGeneration

CompetitiveAdvantage

OperatingEfficiency

ProductivityEnhancements

InternalApplications

Content

CollaborationCapabilities

Self Service

Contextual

Personalized

Secure

Role Based

Dynamic

Cloud

ConsumerApplications

Multi-channel Delivery

Employees CustomersLines of Business

Integrating seamlessly with existing technology and providing secure multi-channel/mobile delivery

Contact Center

Enterprise Wide

360 Degree view

B2B Solution

Smarter Workforce

Omron: Unlocking operational efficiency by delivering an integrated and social intranet

Increases productivityEnables employees to locate product and technology expertise, share customer information, easily publish content and tag information for rapid retrieval

Enables sales to share customer informationHelps ensure that sales teams can share common information on customers, such as leads, purchases and locations, resulting in a more unified sales effort

Exceptional Web Experience Suites: Engaging customers and employees on their terms

Legal Disclaimer

© IBM Corporation 2012. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it

is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.

If the text contains performance statistics or references to benchmarks, insert the following language; otherwise delete: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.

If the text includes any customer examples, please confirm we have prior written approval from such customer and insert the following language; otherwise delete:All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.

Please review text for proper trademark attribution of IBM products. At first use, each product name must be the full name and include appropriate trademark symbols (e.g., IBM Lotus® Sametime® Unyte™). Subsequent references can drop “IBM” but should include the proper branding (e.g., Lotus Sametime Gateway, or WebSphere Application Server). Please refer to http://www.ibm.com/legal/copytrade.shtml for guidance on which trademarks require the ® or ™ symbol. Do not use abbreviations for IBM product names in your presentation. All product names must be used as adjectives rather than nouns. Please list all of the trademarks that you use in your presentation as follows; delete any not included in your presentation. IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.

If you reference Adobe® in the text, please mark the first use and include the following; otherwise delete:Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries.

If you reference Java™ in the text, please mark the first use and include the following; otherwise delete:Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.

If you reference Microsoft® and/or Windows® in the text, please mark the first use and include the following, as applicable; otherwise delete:Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

If you reference Intel® and/or any of the following Intel products in the text, please mark the first use and include those that you use as follows; otherwise delete:Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.

If you reference UNIX® in the text, please mark the first use and include the following; otherwise delete:UNIX is a registered trademark of The Open Group in the United States and other countries.

If you reference Linux® in your presentation, please mark the first use and include the following; otherwise delete:Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others.

If the text/graphics include screenshots, no actual IBM employee names may be used (even your own), if your screenshots include fictitious company names (e.g., Renovations, Zeta Bank, Acme) please update and insert the following; otherwise delete: All references to [insert fictitious company name] refer to a fictitious company and are used for illustration purposes only.

Smarter Commerce – Create an Exceptional Customer Experience

David Thompson | ICS Executive, Middle East & Africa

Twitter: @DaveBThompson

eMail: [email protected]

Software Day 2013. Social Business and Commerce Strategy

Documents

Transcript of Software Day 2013. Social Business and Commerce Strategy