deepak advani
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Deepak Advani General Manager
May 2015
2 © 2015 IBM
Forward-Looking Statement Certain(comments(made(during(this(event(and(in(the(presenta3on(materials(may(be(characterized(as(forward(looking(under(the(Private(Securi3es(Li3ga3on(Reform(Act(of(1995.(ForwardElooking(statements(are(based(on(the(company’s(current(assump3ons(regarding(future(business(and(financial(performance.(These(statements(by(their(nature(address(maIers(that(are(uncertain(to(different(degrees.(Any(forwardElooking(statement(made(during(this(event(or(in(these(presenta3on(materials(speaks(only(as(of(the(date(on(which(it(is(made.(The(company(assumes(no(obliga3on(to(update(or(revise(any(forwardElooking(statements.(((
Those(statements(involve(a(number(of(factors(that(could(cause(actual(results(to(differ(materially,(including(the(following:(a(downturn(in(economic(environment(and(client(spending(budgets;(the(company’s(failure(to(meet(growth(and(produc3vity(objec3ves,(a(failure(of(the(company’s(innova3on(ini3a3ves;(risks(from(inves3ng(in(growth(opportuni3es;(a(failure(of(the(company’s(intellectual(property(porOolio(to(prevent(compe33ve(offerings(and(the(failure(of(the(company(to(obtain(necessary(licenses;(cybersecurity(and(privacy(considera3ons;(fluctua3ons(in(financial(results,(impact(of(local(legal,(economic,(poli3cal(and(health(condi3ons;(adverse(effects(from(environmental(maIers,(tax(maIers(and(the(company’s(pension(plans;(ineffec3ve(internal(controls;(the(company’s(use(of(accoun3ng(es3mates;(the(company’s(ability(to(aIract(and(retain(skilled(personnel(and(its(reliance(on(cri3cal(skills;(impacts(of(rela3onships(with(cri3cal(suppliers(and(business(with(government(clients;(currency(fluctua3ons(and(customer(financing(risks;(impact(of(changes(in(market(liquidity(condi3ons(and(customer(credit(risk(on(receivables;(reliance(on(third(party(distribu3on(channels;(the(company’s(ability(to(successfully(manage(acquisi3ons,(alliances(and(disposi3ons;(risks(from(legal(proceedings;(risk(factors(related(to(IBM(securi3es;(and(other(risks,(uncertain3es(and(factors(discussed(in(the(company’s(Form(10EQs,(Form(10EK(and(in(the(company’s(other(filings(with(the(U.S.(Securi3es(and(Exchange(Commission((SEC)(or(in(materials(incorporated(therein(by(reference.(Addi3onal(informa3on(concerning(these(factors(is(contained(in(the(Company's(filings(with(the(SEC.(Copies(are(available(from(the(SEC,(from(the(IBM(web(site,(or(from(IBM(Investor(Rela3ons.((
Source: Links in appendix
By 2018, organizations who offer personalization will outsell companies who don’t by more than 30%
During the next 3 years, 60% of digital commerce analytics investments will be spent on analyzing customer journeys
72% of CEOs are making major changes to understand their customers’ individual needs
“Customer-to-Business” - It’s all about personalization at scale
of companies say they have or are close to having a holistic view of their customers
of customers stated that the average brand doesn't understand them as individuals
The great customer experience divide
Source: EConsuntancy and IBM Study, April 2015; Link to study in appendix
IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce
Source: 1 Nucleus Research 2014 2 List based on Stores.org, data from NRF 3 Global Fortune 100 list for 2012 (CNN Money) 4 IBM Market Intelligence; Footnote in appendix
IBM Commerce is delivering value to clients:
! Nearly 15X ROI for every dollar spent on IBM Commerce¹
! 5.5 Million transactions exchanged through B2B Cloud daily4
! Companies report an average savings of 11% with IBM procurement solutions4
! 350,000+ global trading entities connected
World leading businesses run on IBM Commerce solutions:
9 of the Top 10 US Retailers²
9 of the Top 10 Automotive companies³
7 of the Top 10 Top Financial Services³
Winning in commerce takes an integrated approach across the entire value chain from supplier to client engagement
$100B+ market opportunity, growing double-digit driven primarily by the “Line of Business” buyers
Source: IBM Market Intelligence
For Marketing Leaders ! Digital Marketing ! Lead Management ! Customer Experience Analytics ! Journey Design ! Omni-channel Marketing ! Real-time Personalization
For eCommerce Leaders ! B2C Commerce ! B2B Commerce ! Omni-channel Merchandising
For Customer Experience Leaders ! Customer Analytics ! Journey Analytics ! Digital Analytics
For Procurement Leaders ! Procurement Transformation ! Enterprise Contract Management
For Transaction Service Leaders ! Payments Management For Supply Chain, and IT Leaders ! B2B Integration ! Managed File Transfer
IBM Solutions
Solutions tailored to the emerging needs of line of business buyers and differentiated through
ANALYTICS & DESIGN LEVERAGING ON $24B+ OF IBM'S
ANALYTICS INVESTMENTS
IBM delivers persona-based integrated solutions that are consumable and extensible
Watson Analytics Demo – “load the data”
Watson Analytics Demo – “analyze the data”
Watson Analytics Demo – “predict the future”
Email Chat
Call center notes
Web-click stream
In person dialogues
INTERACTION DATA Opinions & Social Data Preferences Needs &
Desires Survey Results
ATTITUDINAL DATA
Orders Transactions Payment history
Usage history
BEHAVIORAL DATA
Attributes Geo Demographics
Character info
Self-declared Info
DESCRIPTIVE DATA
A single view of the customer: all the data matters
SMS/ MMS Emails
Mobile
Online Advertising
Social Media
Search Call Centers
Website Client Centers
Kiosks Events
Direct Mail
In-store POS
Customer Service
Email Chat
Call center notes
Web-click stream
In person dialogues
INTERACTION DATA Opinions & Social Data Preferences Needs &
Desires Survey Results
ATTITUDINAL DATA
Orders Transactions Payment history
Usage history
BEHAVIORAL DATA
Attributes Geo Demographics
Character info
Self-declared Info
DESCRIPTIVE DATA
A single view of the customer: all the data matters
SMS/ MMS Emails
Mobile
Online Advertising
Social Media
Search Call Centers
Website Client Centers
Kiosks Events
Direct Mail
In-store POS
Customer Service
Collaborative innovation with an open ecosystem
Our growing ecosystem: 1700+
16
Digital'Agencies'&'Mktg'Svc'Providers''
Complementary'Solu;ons'&'ISVs''
Systems'Integrators''
Resellers'&'SaaS'Providers'
! Deeper, more personalized insights shape every facet of customer interactions across virtually all channels
! Improved efficiencies by 40% across the bank, with an expected 20%+ return on equity through new customer-centric banking
! Expects to generate a bottom-line benefit of $200 million (USD) in the first 24 months of the project
Marks & Spencer ! Leverages its omni-channel programs to stay on top
! Embraced emerging recreational shopping trend by continuously producing relevant content that delights customers
! Launched new product lines online, generating ~$312.8 million (USD) in sales revenues
! Dynamic inventory management emphasizes what is in stock in the moment & delivers real dialog with customers
© 2015 IBM 19
! Big market opportunity
! Portfolio differentiation
! Open Ecosystem
Footnotes 1. Chart 3: Customer to business – it’ all about personalization at scale By 2018, organizations who offer personalization will outsell companies who don’t by more than 30%: www.internetretailer.com/2014/01/21/personalized-web-content-will-be-crucial-b2b-sales 72% of CEOs are making major changes to understand their customers’ individual needs: http://www.farlandgroup.com/2012/10/cheif-marketing-officers-cmo-growth/ During the next 3 years, 60% of digital commerce analytics investments will be spent on analyzing customer journeys: https://www.manthan.com/analyst/2015-gartner-digital-commerce-vendor-guide/?utm_source=Website:%20Ecommerce
2. Chart 4: The great customer experience divide http://www-03.ibm.com/press/us/en/pressrelease/46454.wss
3. Chart 5: IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce: http://www- 03.ibm.com/press/us/en/pressrelease/43513.wss Nearly 15X ROI for every dollar spent on IBM Commerce: http://nucleusresearch.com/research/single/ibm-smarter-commerce-delivers-14-79-for-every-dollar-spent/ 5.5 Million transactions exchanged through B2B Cloud daily: http://www-03.ibm.com/press/us/en/pressrelease/43347.wss
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