social business deepen engagement with customers partners and employees

© 2012 IBM Corporation

Deepen engagement with customers, partners and employees

Sergio LozaSergio Loza | IBM Social Busines & Collaboration | IBM Social Busines & Collaboration

@lozass

May, 2012

Agenda

- Insights from CEO study

- What is Social Business

- Engaging Customers as Individuals

- Empower Employees to Act quickly on Customer Insights

- How IBM can help?


2012 CEO Study – Leading through ConnectionsHighlights of the Global Chief Executive Officer Study

- 64 countries | 1709 CEOs | 18 Industries

Leaders are recognizing our new connected era is changing how people engage.

Technology pushes to the top

How I Work Collaborating from anywhere at any time with a number of devices.

How I Engage Tapping into a wide variety of insight and expertise.

How I Buy Interacting with peers and engaging with companies I do business with.

Technology is dramatically changing the way we live and work

Key recommendations from the 2012 study

Agenda





- How IBM can help?


Social Business is the application of social collaboration tools & culture to business roles, processes and outcomes

Share ideas, expertise, sense of purpose Deliver insights in near-real time, in context Connect to people in meaningful ways – instantly. Keep content up-to-date, accessible and secure

How does a Social Business operate differently?

employeesSelf-forming teams seamless connecting

customersLeading the conversations that define brands

partnersBecoming on-demand extensions of the enterprise

collective intelligence

product design and introduction

talent and skill development

global sales contests

advocate-based marketing

real time market segmentation

customer care

communication and transformation

Outperformers

Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers:

● 73% more outperformers excel at managing change

● 84% more translate insights into action better than industry peers

● 48% more are moving into different industries

Engaging

Transparent

Nimble

Agenda





- How IBM can help?


Change is required to meet customer expectations

• Understand and act• CEOs are implementing extensive changes to enable faster, more relevant responses to

markets and individuals.


Exceptional Web Experiences Matter, Everywhere...

Customer Engagement

5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry. Bain & CoCustomers purchasing on tablet computers have 2% higher conversion rates and 20% larger order size. Wall Street Journal

Every online interaction, both external and internal, are opportunities drive profits, elate the customer, empower the employee and increase productivity

Source(s): Organizational Engagement, Gallup Consulting, Reduction in Customer Defection rates, Bain & Co, Return on Behavior Magazine., Tablet's ultimate buying machine, September 28 2011, Wall Street Journal, Retailer losses from customer experience, Harris Interactive Tea Leaf Online 2010 survey, September 23 2010, Fast Company Magazine

Screen shots NOT to be redistributed

http://www.gallup.com/consulting/52/employee-engagement.aspx

http://www.gallup.com/consulting/52/employee-engagement.aspx

http://online.wsj.com/article/SB10001424052970204010604576597151983657300.html




Most large enterprises have an average of 12 internal/external web properties

troweprice.com ncaa.orgjnj.com www.gov.qaQatar citizen self-svc

us.manpower.com kp.orgKaiser Permanente

Tran

sact

ions

One of those may be a Commerce site Web Experience solutions used to manage the rest

.com informational sites Intranet(s) Customer service sites Partner / franchise / dealer sites Account management & bill presentment/payment sites

In Banking, Insurance, Healthcare, Government, Education, etc


IBM Web Experience Platform

Social: New Community Pages OpenID Authentication Google, Facebook ID New Article, Blog and wiki templates drive expert, social contributions New IBM Connections Files and Profiles Entitlement

Mobile: New IBM WebSphere Mobile Portal Experience theme helps control the look and feel,

page navigation, and content navigation on a smartphone IBM Web Experience Factory

Managed/Content Driven Managed Pages , Optimized, modular, high performance theme for enhanced

control of web site design, orchestration and delivery New Content Template Catalog (CTC) IBM Forms Experience Builder

Integrated:• Integrate with ECM - support for the CMIS standard.• Integrate SAP® NetWeaver Portal navigation

Insightful: Web Analytics Page Overlays deliver in-place, real-time web page and

channel delivery analyses. More flexible options to tag pages, portlets, or web content and measure

their usefulness through Campaign and Custom tags.

Community PagesInfuse social into web experiences

Consistent User Experience In Context Targeted Social Content Customize portlets with Web

Experience Factory

Enable self-service, increasing

customer satisfaction

Create communities

around a specific topic

Encourage sharing of

ideas, driving innovation

Simplify Enrolment and Authentication

17

Site Navigation

Look and Feel

Page Layout

Mobile theme – lightweight, visually rich, exploiting Webkit CSS3 visual effects

Navigation widgets – set of showcase samples of common mobile app navigation patterns

Page layouts – set of showcase samples of content interaction patterns

Ready for Your Mobile Experiences

18

In-Context Analytics: what matters, where it matters

• View the effectiveness of a page, portlet, web content or custom application through inline overlays

• Support for flexible new campaign and generic tags that analytics engines can query

• Instrument custom applications with new Web Experience Factory web analytics builder (and in RAD).

• Some report enablement in future CTC templates.

Optimize a Web Property for the Greatest Results

Insightful

Agenda





- How IBM can help?


Organizational Attributes

Engaging Employees• To draw out the best in their workforces, CEOs are most focused on three organizational

attributes

21

Intranets – Done Right – Deliver Many Benefits Speed time to access information with document management, single sign-on and

elimination of multiple Uis Reduce time to find information with enterprise search Extend the workspace beyond the office with remote access Provide the right information at the right time, personalized and contextual

Reduce paper with eForms Eliminate manual processes with process automation Reduce IT support cycles with IT self-service (troubleshooting knowledge base, online

software downloads/updates, etc.)

Reuse existing enterprise – and other – applications in new ways for new users Eliminate need for disparate client applications for uses that need only specific

application functions

Set vision with consistent and personalized messages Engage people with tools for communication up, down and across the organization Foster innovation with avenues and opportunity for expression and participation

Speed time to service customer inquiries by finding information faster and executing processes more quickly

Untether workers with mobile access to internal processes while with customers Empower better customer self-service by allowing access/unlocking internal expertise

valuable for external use (blending intranet/internet uses)

Develop communities and experts through easily accessible, identifiable knowledge stores (discussions, forums, files, etc.)

Retain knowledge in the event of employee attrition


Key Services of a Social Business

How Do I To Start the Intranet Transformation?

Reach people where they live and work

Enable people to engage productively in a business context

Discover the right content and expertise from across the organization

Accelerate and improve decision-making and business outcomes

Sogeti Video

http://www.youtube.com/watch?v=umeWQrdXQwQ&feature=relmfu

Social, Mobile

Get quick answers at reduced cost with Instant Messaging

Stay visible to your networks with Microblogging

Generate and share best practices with Communities

Make your computer your phone with Softphone & VoIP

Easily find the experts you need in Profiles


Reach people where they live and work

EngagingCrowd-source ideas with employees with Ideation

Bring context to content while collaborating within community Document Libraries

Complete projects with online Meetings and Video

Gather input with Instant Polls

Share photo and video with the Media Gallery

Exchange ideas and insights in Forums


Enable people to engage productively in a business context

Create, discover, Share Information

Manage the single version of the truth using Social Content Management

Organize documents using folders and document types

Discover relevant content with Social Search and Social Analytics

Learn from the content others share in Blogs and Bookmarks without interrupting them at work


Discover the right content and expertise from across the organization

Be nimble, act fast

Manage projects and promote the use of best practices by re-using Activity templates

Keep shared Files visible and discoverable, not locked in personal email files

Know when others are available to act through Presence Awareness

Allow fast and unified caommunications, instantly


Accelerate and improve decision-making and business outcomes

The social Intranet platform

Data & Content Analytics

Customer Care

IBM Connections Suite

Business Process Integration

Workforce Optimization Innovation

NEW


IBM Intranet Experience Suite

• Refresh the intranet with market leading web experience capabilities

• Sell the social intranet and web experience imperatives together, and help customers understand the combined value of each.

• Key Capabilities: – Personalization, Analytics and Enterprise

Integration capabilities– Business user web content management – Social and real-time communication features– Seamless delivery of mobile experiences

• Key Benefits:– Increase employee satisfaction– Improve productivity and collaboration – Increase opportunities for innovation

• Available May 15, 2012

NEW

Agenda



- Deepen Engagement with Customers

- Engaging Employees

- How IBM can help?


Start Your Social Business Journey Now!

Social Business transformation delivers real business value

Social Business is not an option – it's a mandate

Becoming a Social Business is possible with the IBM Solutions

ibm.com/social

http://ibm.com/social

IBM Intranet Experience Suite V8.0IBM Customer Experience Suite V8.0NEW

...At-a-Glance

IBM Connections Suite

Blogs

Files

Communities

Wikis

Social Analytics

Profiles

Microblogs

ActivitiesForums

Bookmarks

Document LibrariesPresence

Instant MessagingMeetings

Video

VoIP

Mobility

Softphone

Ideation

NEWThe perfect integration of Social, Content and Communications

The Social Business Agenda – Accelerating the value from connecting people in and outside the organization

Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press

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Soci

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Gain Social TrustGGEngage through ExperiencesEENetwork Your Business ProcessesNNDesign for Reputation & Risk ManagementDDAnalyze Your DataAA

35

Questions

IBM Confidential Until January 31, 2011


Deepen engagement with customers, partners and employees

Sergio LozaSergio Loza | Social Busines & Collaboration | Social Busines & Collaboration

@lozass

May, 2012

Outperformers

Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers:

● 73% more outperformers excel at managing change

● 84% more translate insights into action better than industry peers

● 48% more are moving into different industries

Engaging

Transparent

Nimble

social business deepen engagement with customers partners and employees

Technology

partnersand

surpass industry

collaboration

bain amp

social business

web content

act quickly

showcase samples