IBM Experience One: Exceptional Digital Experiences

Exceptional Digital Experiences
Tony Fiorot
WW Portals and Digital Experience Solution Sales Leader
afiorot@us.ibm.com

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
2x
increase 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 UCC
Mobile
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 Interactions
Deliver Empowering
Digital Experiences
Understand
Your Customers
Deliver Exceptional
Experiences Across
All Channels
Maximize Sales,
Profit And Shopper Loyalty
Serve 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
16
June 2005

26
Feb 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 highly
effective at engaging
individual 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

WordOfMouthdesignedbyRyanDellfromtheNounProject
ResponsiveDesigndesignedbyRomanKovbasyukfromtheNounProject
AnalyticsdesignedbySimpleIconsfromtheNounProject
Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
Understand what
works and why

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
Camera
Accelerometer
Compass
Contacts
IBM Worklight provides the framework to extend digital experiences with
device features such as:
App Ecosystem
App Store
Also allows the digital hybrid experience to take advantage of:
Geo location
Media
Secure Off-line
Notifications (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
• 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 Experience
Fashion Institute of Design & Merchandising
Students
Employees
Public
E -Commerce
Social Intranet

Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
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
WWW
OFFER
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explicabo. Nemo enim ipsam voluptatem
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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 patterns
With 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

Target customers
as individuals
Deliver exceptional
experience
Feedback,optimize
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?
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
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

© 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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market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Cognos, the Cognos logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United
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

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