exceptional digital experience (gartner pcc 2014)
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© 2014 IBM Corporation
Exceptional Digital Experiences
Pam ChandorEdmund Johnson
Gartner PCC Summit, May 2014
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Pam – Story line for the beginning, moving thru the slides pretty quickly3> Set the context for why an exceptional experience is critical for competitive differentiate your organization, rise above the rest.
4> the characteristics of an exc. dig exp. (see speaker notes for the characteristics)
5,6 > what is the value of an exceptional / differentiated exp to an organization?
7> what is needed to build an exceptional / differentiated exp?
8> how has IBM packaged these pieces (present the broad and flexible set of services) – 8.5 announced today!
9> what are our themes the release we announced today
10> can’t continue with business as usual, then how best to proceed?
11 – 13 > patterns as a way to identify a logical starting point
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What do you want to be?
Good Enough?
Or Exceptional?
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Characteristics of an Exceptional Digital Experience
• Empowering
• Relevant
• Compelling
• Flexible and adaptable
Your organization must deliver a
differentiated brand experience
throughout the customer journey
that is…
IBM Confidential
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And when you do… the results will pay off in many areas
Increase Customer
Satisfaction
30% higher rating for web self service than help desk
30% increase in referral rates
Increase Operational
Efficiency
62%customers didn't need to call
2X increase self service transactions
Faster Time
to Market
1/3 faster to develop and bring new products to market
61% faster service delivery to new customers
Improve Win
Rates
60% increase in online sales conversion
85% sales conversion rate when use web tools
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Coming together to drive shareholder value
Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013
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IBM Confidential
Vital elements of an IBM Exceptional Digital Experience solution
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An Integrated Portfolio Approach leveraging the breadth of IBM SWG
Customer Experience SuiteDelight customers & partners, increase revenue & satisfaction
Portal Forms Web Content Management Social Mobile
Commerce Social ECM Analytics EMM Collaboration BPM
Investment focus areas
Persuasive Content Leadership“One IBM” for Marketing buyerCloud
Employee Experience SuiteEmpower employees and improve business efficiency
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IBM Confidential
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8.5 Launch Product Areas of Emphasis
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Simplified Capabilities for the LOB to Create Digital Experiences
Enhanced Content & Application Integration for More Personalized
Experiences
Further Optimization for Multi-Channel Digital
Experience Delivery
Platform configuration support for HTTP Outbound connections
Simplified Installation and Configuration
Improved Upgrade/migration and WCM Syndication management
WebSphere Application Server 8.5.5 Support
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Its not good enough to Its not good enough to
just keep doing what just keep doing what
you are doingyou are doing
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Where to begin? Use Patterns of Engagement
Patterns represent modernized processes with dynamic, repeatable and measurable “people interactions” created by
building engagement into work and life
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66% consumers left in past year from
poor service costing $5.9TAccenture
Social customer tells 42 other
customers of good experience; 53 of
badAmex
ROI
15% increase in Revenue McKinsey
68% increase in profit from 5%
decrease in customer defection rate Bain
Customer Engagement
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Customer Engagement - Ongoing Relationships across touch points & channels
Contact Center
Self Service
Store/Branch/Location
Maintenance/Repair
Face-to-Face
Kiosk
Social
Mobile
Consumer
Business Citizen
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Pacific Life
Offering insurance since 1868, Pacific Life provides a wide range of insurance products, annuities, and mutual funds, and offers a variety of investment products and services to individuals, businesses, and pension plans.
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Selling Life Insurance Today
● A topic that no one wants to discuss● Life insurance can be complicated● Everything is on paper● Fill out a really long application● Talk about your medical history● 4-6 weeks to underwrite
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Why build the Prime Mobile Platform?
● Expand into additional life insurance markets● New products● New Financial Advisers
● New tools to perform business anywhere● Faster and more transparent processing of life insurance applications● Agility to quickly react to changes● Improved internet presence● Leverage technology back into the enterprise
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What is the Prime Mobile Platform?
This Is Prime Video
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The Prime Mobile Platform
●IBM Forms●IBM WCM●Content TemplateCatalog (CTC)●IBM Digital Analytics
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●Apache SOLR●Active Directory(AD)●Custom SSO Site●.NET Web Services●.NET Web Apps●MS SQL Server
IBM Websphere Portal Pacific Life Environment
WebSphere
WEF
WAB
Integration
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Engaging our Financial Advisors through Prime Mobile Platform●Our financial advisors are independent from Pacific Life.●Prime fully looks at the Financial Advisor’s experience●Prime Mobile Platform address the following 4 areas of the financial adviser’s experience
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Education
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Proposal/Quote
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Application
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Manage the Process
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Understanding our Financial Advisors
● Analytics are key to improving site● Graphical tools help us understand how are site is being used.
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Understanding our Customer
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● The tools can also help you understand what the customer uses.● Help prioritize improvements for browsers or devices● Help identify key devices for testing.
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Responding to business changes•WCM is used to author new content•Pages leverage CTC so they can grow•Responsive Design to adjust for different devices
Additional New Products
•WAB makes changes in the proposal system transparent to Portal•WEF can be used to quickly modify the presentation of results
Changes to Quotes
•The wizard and forms can be modified through tools•Modifications are easily deployed with no coding•Wizard data is stored as ACORD XML
Changes to Application
•Partner experience is controlled by personalization engine and WCM security•User information and security stored in central LDAP
New Business Partners
•New calculators can be built as portlets via WEF•Quickly deployed and integrated into portal
New Calculator
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Initial Feedback
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“Wow! Modern, fresh, beautiful.”
“Love online application. I can use
this in front of the client, which makes it
that much easier.”
“…delivers to me the value of learning how
life insurance can be a part of my practice.”
“I’m having my associates go through all my files to find life
insurance opportunities to use the PMP again. The
clients really enjoyed how smoothly everything went.”
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Lessons
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Q & A