ibm hong kong 2013 strategy briefing

© 2013 IBM Corporation

IBM Hong Kong 2013 Strategy Briefing

IBM Hong Kong

2013 Strategy Briefing



Tony Tai General Manager




IBM 2012 - Steady and Strong Growth

Operating EPS

2010

2011

2012

2013e

2015e

$11.67

$13.44

$15.25

$20+

$16.70+

$15.25 Record EPS

+13% YTY

10th consecutive year

of double-digit EPS growth

$23.2 billion

Record net income

+7% YTY

$18.2 billion

Record free cash flow

+1.6 billion

$104.5 billion

Revenue

Growth initiatives delivered •Business Analytics + 13% YTY

•Smarter Planet + > 25% YTY

•Cloud + 80% YTY

•Growth Markets + 7% YTY

Invested in innovation and

continued portfolio transformation

•Introduced new mainframe, storage, Power7, PureSystems

•#1 in US patents for 20th consecutive year

•Acquired 11 companies, at $4 billion spend

•Divested Retail Store Solutions business



What Do We Believe About the Future?

Constant Shift to Higher Value

New Era of Computing

New Markets and New Buyers



Reflections After One Year

Our Strategic Beliefs are correct, and the world they

describe is coming fast

Businesses can extend their growth by delivering a

differentiating customer experience, which is…

Driven by a shared value among employees


2013 IBM Hong Kong Strategy Briefing

Joseph Wong Partner & Head

Global Business Services




Welcome to the Era of the Chief Executive Customer

Mobile Revolution

Social Media Explosion Hyper Digitization

Customers have unlimited access to information anywhere, anytime, and can instantly share it with the world

The Power of Analytics

This has changed the dynamics between buyers and sellers, and the average customer is dead

The Chief Executive Customer now expect hyperpersonalized service

Outperforming businesses are engaging customers as individuals to create differentiating experiences



Win the Chief Executive Customer by Transforming the Front Office

Increase Business Partner

Visibility Improve Order

Management & Fulfillment

Improve digital, social &

mobile presence

Create best-

in-class digital marketing

capabilities

Engage based on deeper,

more actionable Customer

Insights

Enable collaboration and

innovation

Physical

Web Social Mobile Call Center Broadcast

ERP Systems Legacy Applications Data Warehouses

Front Office Transformation

Big data, Information & Analytics

Cloud & Mobility

More Connected Back Office

Chief Executive Customer

New Imperatives

New Integrated Channels

Social Business Smarter Commerce



Mark Latchford General Manager

Global Technology Services




Outperforming Companies Deliver Tangible Outcomes

by Transforming the Front Office

L’OCCITANE en Provence uses analytics-driven

behavioral segmentation to create finely-tuned, targeted email marketing

campaigns enhance unique click rates, conversion rates and revenue per

email sent

Amsterdam Tourism & Convention Board attracts more tourists to Amsterdam by using predictive analytics to gain insight

into visitors’ behavior and preferences

Qantas automates the passenger predeparture process, achieving

fewer queues, better service and experience, and greater recognition to

customers for their continued loyalty

IBM Corporation transforms demand generation by using an

enterprise marketing management solution to empower clients, accelerate

key marketing processes and improve marketing performance

+14% hotel guests and overnight stays

+7% international airport arrivals

+17% number of conventions

6x response

improvements to

nurtured email responses

1 day campaign execution time,

reduced from 2 - 6 weeks

17x conversion to sale

25x revenue per mail

-75% check-in time for premium customers

+100% improved throughput in the departure concourse



IBM Capabilities to Enable Front Office Transformation

Workload Optimized Systems, Cloud and Security

Excellence in Delivery Professionals

CORE BUSINESS SOLUTIONS

Front Office Transformation Strategy and Services

Smarter

Analytics

Smarter

Commerce

Social

Business Mobility

Portal



Tony Tai General Manager




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Differentiate Customer Experience.

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