IBM Digital Experience / Mobile / Social / Secure / Dynamic to deliver business results.

1. Continuous Customer and
Employee Engagement
@donbunch

2. Continuous Customer
Engagement
Employee Engagement -
Create a Smarter Workforce
Systems of Engagement
*
*
*
ENGAGMENT TO GROW THE BUSINESS

3. The results of focusing on Systems of Engagement that provide
Exceptional Digital Experience
Increased operational efficiency
Increased customer satisfaction
30%
higher rating for web
self-service than help
desk
30%
increase in referral
rates
Faster time to market
Improved win rates
60%
increase in online
sales conversion
85%
sales conversion rate
when used as web
tools
62%
of customers didn’t
need to call for
assistance
2x
increase in
self-service
transactions
61%
faster service delivery
to new customers
Develop and bring new
products to market in
1/3 the time
3

4. COMPELLING:
Entertaining, interactive,
EMPOWERING:
Personalized, seamless, provide
the resources and expertise they
4
informative, trusted
RELEVANT:
Deliver what they need now,
informed with analytics,
consistent across channels
want
FLEXIBLE:
Adapt to organization’s evolving
needs
Content
rich Media
Mgmt
Social and
UCC
Mobile
Personalize
Targeting
Analytics
Optimize
Commerce Cloud
Integration
Marketing
Mgmt Portal
What does it mean to be exceptional

5. Business Patterns

6. EXCEPTIONAL EMPLOYEE ENGAGEMENT

7. Social Intranet - Digital IBMer

8. Align to
Our Talent
Mindset
Delight our
associates
as business
consumers
Evolve to a
robust
business
solution
Prudential Social Intranet

9. Cemex SHIFT Social Intranet

10. Improved
employee
productivity
Enhanced
collaboration
Better customer
service
10
“OZONE” Social Sales Dashboard

11. Education Proposal
Application Process
Pacific Life - “PRIME”
Agent & Financial Advisor

12. Chanel Social Intranet Vision

13. iPad App replaces 700 page training
Taco Bell Intranet
manual
Secure Role Based Intranet Solution

14. Secure Role Based Intranet Solution
KFC Intranet

15. UPSers.com Global Intranet
400K Employees
200 Countries
6.5m Page views
94% Management per m
40% Drivers per m
250 Global Content Authors

16. EXCEPTIONAL CUSTOMER ENGAGEMENT

17. Social
Customer engagement: on-going relationships across touch
points and channels 17
Contact Center
Self Service
Store/Branch/Location
Maintenance/Repair
Face-to-Face
Kiosk
Mobile
Consumer
Business Citizen

18. Reduced
Exceptional Digital Experience
cost
of providing a
consistent brand
image
Differentiated brand
image and
experience
to more than
1,000,000
customers

19. High End Sporting Event
Dynamic Content
400m Pages view
1.5m iPad Downloads
Mobile Interactions
tweets per second

20. Self Service Citizen Government

21. Role Based, Self Service
HealthCare Extranet

22. Self Service HealthCare Extranet

23. Self Service HealthCare Extranet

24. High End Transactional

25. System of Engagement - Surgeons
Secure, Role
Based
platform

26. Event Experience – Social + Digital + Cloud

27. Government Site – USDA & Subdivisions
Food Safety
and
Inspection
Service
Animal and
Plant Health
Inspection
Service

28. Dynamic Web Content Solution

29. Powerful End User Navigational Models

30. Dynamically Displays in English & Arabic
Reads Left to Right and Right to Left
Internationalization

31. IBM ExperienceOne
Customer engagement solutions

32. System of Engagement
GO-TO
destination for cycling
enthusiasts
Expertise
Competitive
Differentiator

33. Up to 20%
higher conversion from the
learning center compared to
other referrers
Web
Content
Mgmt
Performance Bicycle boosts conversion with an
online learning center
300%
increase in traffic to the learning
center in first four months
34
Commerce
Site
Video

34. System of Engagement

35. Multi-channel marketing, commerce and
self-service platform (B2C and B2B)
EDISON
Southern
California

36. Smarter Commerce

37. ExperienceOne– Claro Perú
Telecom: Smarter services
80%
Projected in marketing costs as
a result of increase in
automated campaign
94%
In campaign development
launch time from days to hours
Double Volume
Of customer information
available for marketing
programs through consolidated
data capture

38. ExperienceOne– Banca Carige
Innovative mobile services
EUR 800 m
generates gross operating
income
24/7 service
ensuring round-the-clock
availability
for its digital channels
Customer Centricity
key competitive differentiator for
the bank

39. An integrated brand portfolio approach
Customer Experience Suite
Delight customers and partners, increase
revenue and satisfaction
Employee Experience Suite
Empower employees and
improve business efficiency
Investment focus area
“One IBM” for marketing
buyer
Persuasive Content
Leadership
Cloud
Portal Forms Web Content Management Social Mobile
Commerce Social ECM Analytics EMM Collaboration BPM
40

40. Leaders choose IBM based on our
track record
Global Clients
8,000+
Internet and customer-facing
customers
8 of top 9
automotive
companies
300M+
retailers in the U.S.
named users from top
customers
5 of top 7
global insurance
companies
65%
of the most influential CMOs
use IBM Social Business
solutions
85%
of Fortune 100
global banks
6 of top 7
Positioned in Leaders
Quadrant for Horizontal
Portals* by Gartner for 11
years in a row
* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest
ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular purpose
41