ibm experience one: exceptional digital experiences

Exceptional Digital Experiences

Tony FiorotWW Portals and Digital Experience Solution Sales Leader

[email protected]

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.

Please Note

Mobile - 75% of the world’s population have a mobile device2

Social - 25% productivity increase1

Cloud - 60% of CIOs indicate that cloud is one of their top 5 priorities3

Analytics - 63% competitive advantage4

Security – 21B Security hits a day thru IBM Security software

Continuous Customer Engagement

Employee Engagement -Create a Smarter Workforce

Systems of Engagement

**

*ENGAGMENT TO GROW THE BUSINESS

The results of focusing on Systems of Engagement that provide

Exceptional Digital Experience

30%higher rating for web

self-service than help

desk

Increased customer satisfaction

30%increase in referral

rates

60%increase in online

sales conversion

Improved win rates

85%sales conversion rate

when used as web

tools

62%of customers didn’t

need to call for

assistance

Increased operational efficiency

2xincrease in

self-service

transactions

61%faster service delivery

to new customers

Faster time to market

Develop and bring new

products to market in

1/3 the time

5

6

RELEVANT: Deliver what they need now,

informed with analytics, consistent

across channels

COMPELLING: Entertaining, interactive,

informative, trusted

FLEXIBLE:Adapt to organization’s evolving

needs

EMPOWERING:Personalized, seamless, provide

the resources and expertise they

want

Content

rich

Media

Mgmt

Social

and UCCMobile

Analytics

Optimize

Integration

CloudCommerce

Marketing

Mgmt Portal

Personalize

Targeting

What does it mean to be exceptional

Our value proposition

IBM helps you attract, engage, delight, and maximize

lifetime value of customers, employees, and partners,

by enriching the ways you engage with each of them.

Ignite And Grow

Customer Relationships

Convert Digital

Prospects To Loyal Customers

Curate Meaningful

Customer InteractionsDeliver Empowering

Digital Experiences

Understand

Your Customers

Deliver Exceptional

Experiences Across

All Channels

Maximize Sales,

Profit And Shopper LoyaltyServe And Delight

Your Customers

Reinvent And

Automate Complex B2B

Sales Processes

Personalize The

Store Experience

Proven patterns for business outcomes

© 2014 International Business Machines Corporation 9

IBM Digital Experience software

will help you

Delight your customers

Engage them as individuals

Build durable relationships


http://web.archive.org/web/20050612014348/https://www.53.com/wps/portal/personal

16June 2005


26Feb 2014

Images © Jyske Bank A/S

http://www.jyskebank.dk

Facebook & Google play store


08:30am

On my commute to work, I browse some

bank account types I’m interested in


Website Images © Jyske Bank A/S http://www.jyskebank.dk

Facebook & Google play store

12:30pm

In a bit of downtime

at work, I read a bit

more and possibly

even start an

application


09:00pm

I check what the

Bank’s Facebook

page looks like &

what people are

saying there


Website Images © Jyske Bank A/S

09:30pm

In the evening, I

finish my research

on my iPad and

submit an online

account application.


08:30am

The next morning I log on to the Bank’s

app to check my balance.


Customers’ expectations are soaring…

Empowering Compelling Consistent Relevant Trustworthy

Putting you in

charge

Match and

exceed your

expectations

Regardless of

your device

Knows who you are

and what you need

Validated, rated


As a result, leaders are redefining their agendas and reprioritizing

investments focused on reshaping the customer experience

Sources:

-2012 IBM Global CMO Study

-2012 IBM Global CIO Study- 2009 IBM Global CSCO Study

•2012 IBM Global CEO Study

73% of CEOsare prioritizing investments in customer insights

74% of CIOssay mobile solutions are part of their vision for increasing competitiveness

82% of CMOsPlan to increase the use of social media

70% of COOsIdentify supply chain visibility as the top challenge in delivering on their agendas


90%of consumers expect

personalization

Source: IBM Institute for Business Value

and Center for Applied Insights

32%only

claim to be highlyeffective at engagingindividual customers


Customers’ expectations are soaring…

…and going unmet

What customers want:

Empowering | Compelling | Consistent | Relevant

80% of CEOs

think they deliver a superior customer experience

Only 8% of their customers agree

*SOURCE: The State of Marketing 2013: IBM’s Global Survey of Marketers, IBM Center for Applied Insights


Word

Of

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Analy

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Icons fro

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Target customers

as individuals

Deliver exceptional

experience

Fe

ed

ba

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ptim

ize

Understand what

works and why

http://thenounproject.com/ryandeel

http://www.thenounproject.com/

http://thenounproject.com/kabazoo


http://thenounproject.com/SimpleIcons



Self-service layout tools.

First-class mobile support.

Rich media support.

Advanced application integration.

Social business built-in.


Self-Service Tools to Create Secure Websites in Minutes


Put site creation tools in the hands of the people

who own the sites


Mobile First

Create great digital experiences once which respond to mobile phones and tables, with no extra work

Create mobile apps that extend digital experiences with device features such as camera, location, media ,etc.


Native Container

Web Code

Device APIs

CameraAccelerometerCompassContacts

IBM Worklight provides the framework to extend digital experiences with device features such as:

App EcosystemApp Store

Also allows the digital hybrid experience to take advantage of:

Geo locationMediaSecure Off-lineNotifications (across mobile OS)More…

App Management App automation testing

Multichannel Applications – Mobile Hybrid


Manage compelling rich media through

WCM Rich Media Edition


IBM Digital Experience and Brightcove Integration

• Increases engagement by delivering

professional quality video to any device

• Enables content marketers to

seamlessly incorporate videos– Browse, search, preview, insert and

upload videos to Brightcove

• Leverages best in class video platform

capabilities from Brightcove– Intelligent player that optimizes playback

by detecting bandwidth and device type

– Branded experiences with WYSIWYG

player styling

– Broad reach with Content Distribution

Network delivery for fast, secure

playback

Browse, Search, Preview, Insert and Upload Videos

Provides HD Video Streaming for Delivering Captivating Immersive Digital Experiences


Integrated social media publishing


Publishing and managing multi-locale content


Self Service Citizen Government


Toronto Waterfront


SWIFT Transportation SmartPhone Intranet


SWIFT Transportation Responsive Design

Photo Summited

by Swift driver:

Robert Smith


Blending Rich Content with Applications at StraightTalk


IBM Digital Experience offers integration excellence

HR Self-Service

Executive Dashboards

Field Sales/Support

Call Center/Customer Service

Project Planning

3

• Hide Complexity

• Consolidation

• Personalization

• Self Service

• Adoption Rates

• Cost Avoidance

• App Reuse

• Multi-channel

• Role Based

• Security

• Single Sign On

• Navigational Model

• Branding


System of Engagement

GO-TO destination for cycling

enthusiasts

Expertise Competitive Differentiator


Up to 20% higher conversion from the

learning center compared to

other referrers

Performance Bicycle boosts conversion with an

online learning center

300%increase in traffic to the learning

center in first four months

41

Commerce Site

Video

Web Content Mgmt


ILLY's Customer Engagement

PUT CUSTOMER EXPERIENCE FIRST

40% INCREASE IN TRAFFIC

70% CONTENT ONLINE IS STORYTELLING


Slumberland Intranet

Digital Media• TV Ads (Video)

• Radio Ads

• Sales Content

• Sales Promotions

• Sales Training

13 Person IT

Staff (1% of Revenue)

Digital Experience

Social Realtime

Form Based Employee

Sales Engagement


FIDM’s Digital ExperienceFashion Institute of Design & Merchandising

Students

Employees

Public

E -Commerce

Social Intranet


Word

Of

Mouth

desig

ned b

y R

yan D

ell

from

the N

oun P

roje

ct

Responsiv

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esig

n d

esig

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rom

the N

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roje

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Analy

tics d

esig

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imple

Icons fro

m the N

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roje

ct

Target customers

as individuals

Deliver exceptional

experience

Fe

ed

ba

ck, o

ptim

ize

Understand what

works and why








“Insight to action” with a few clicks

Manage omni-channel campaigns

Self-learning digital recommendations

IBM Digital Marketing Network integrates

100+ partners


Turn every customer touchpoint into a channel for

the type of personalized marketing messages

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DETAILS

http://www.voluptatem.quia/maliquam.html

“Greetings”reason for call

resolution[authentication]

hold time…

? ?

CALL CENTER

WWWOFFER

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HOME PAGE

http://www.voluptatem.quia

OFFER

OFFER OFFER !


Key to IBM real-time decisioning process is its

ability to recognize event patterns

Without event patterns With event patternsWith time-bound

patterns

A customer visits an iPad

product page.


product page after

visiting Kindle Fire and

Samsung Galaxy

pages.


product page after visiting

Kindle Fire and Samsung

Galaxy pages earlier in

the week.

An account holder calls

about mortgage rates.

An account holder has

made three calls about

mortgage rates.

An account holder has

made 3 calls about

mortgage rates this

month.


IBM Digital Marketing and Digital Experience Integration

Empowers marketers to deliver

individualized messages & offers for

growing revenues across the customer

lifecycle

Optimizes marketing activities & increases

response rates by personalizing digital

dialogues driven by segments and

campaigns

Provides simple drag & drop of marketing

content spots for delivering personalized

digital content across channels

Integrates with IBM Interact

Personalizes Digital Interactions for Attracting New Prospects and Increasing Revenues

Personalized Dialogues with Simple Drag & Drop Integration


Word

Of

Mouth

desig

ned b

y R

yan D

ell

from

the N

oun P

roje

ct

Responsiv

e D

esig

n d

esig

ned b

y R

om

an K

ovbasyuk f

rom

the N

oun P

roje

ct

Analy

tics d

esig

ned b

y S

imple

Icons fro

m the N

oun P

roje

ct

Target customers

as individuals

Deliver exceptional

experience

Fe

ed

ba

ck, o

ptim

ize

Understand what

works and why








Cloud-based intelligent analytics.

Not just what, but why.

Integrated with marketing execution.

Track Social Media impact.


• Out of the box reports, dashboards and workbooks to help you analyze content, marketing

and site design effectiveness

• Segment your customers to understand their tendencies and interests

• Collect granular data to understand specific portlet performance and user navigation

Pre-Built Analytics Dashboards for Web Content


Quantitative analysis suggests there is a problem

– but why?

54

Funnel

Conversions

indicate a

drop off

compared to

prior visitor

sessions…


By using IBM Tealeaf, the analyst can replay any

session to visualize exactly what is going wrong

55

Session replay allows the

Tealeaf analyst the ability to

see exactly what the user

saw on your site, and

understand where they had

issues.


IBM Digital Experience software

will help you

Delight your customers

Engage them as individuals

Build durable relationships


Source: Forrester

Market Overview: Digital Customer Experience Delivery Platforms

by David Aponovich and Mark Grannan, November 26, 2013

http://w3-03.ibm.com/software/analyst/collaborationhome.shtml

http://w3-03.ibm.com/software/analyst/collaborationhome.shtml


© 2013 IBM Corporation

IBM provides unparalleled experience on how to achieve business value

CXO Studies

Define Business Value

Establish Strategy Accelerate Adoption

Learn

Act

Social Patterns Whitepaper


For More Information

IBM Customer and Employee Experience Suite, WebSphere Portal and Web Content Manager Software and Solutions

http://www-01.ibm.com/software/info/customerexperience/

http://www-01.ibm.com/software/collaboration/products/employeeexperience/

WebSphere Portal and IBM Web Content Manager Information Center

http://www.ibm.com/developerworks/websphere/zones/portal/proddoc.html

WebSphere Portal and Web Content Manager Version 8.0.0.1 Reviewer's Guide

ftp://ftp.software.ibm.com/common/ssi/ecm/en/lob14007usen/LOB14007USEN.PDF

IBM Digital Experience Demonstrations:

/http://www.youtube.com/user/IBMXWebX

IBM Collaboration Services Business Solutions Catalog

https://greenhouse.lotus.com/catalog/


QUESTIONS


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otherwise related to, these materials. Nothing contained in these materials 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

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States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.

Icon credits: Word Of Mouth designed by Ryan Dell from the Noun Project, Responsive Design designed by Roman Kovbasyuk from the Noun Project, Analytics designed by Simple Icons from the Noun Project

ibm experience one: exceptional digital experiences

Data & Analytics

business outcomesignite

potential future products

ibm security software

ibm global cio study

ibm global cmo study

standard ibm benchmarks

images jyske bank ashttp

future features