IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

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IBM Events

http://ibm.com/interconnect Your Customer in Context Presented by Kevin Bishop, VP Enterprise Marketing Solutions, IBM

Technologie Business

Smarter Commerce: Your Customer in Context
Kevin Bishop, VP Enterprise Marketing Solutions
© 2013 IBM Corporation

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
Lily Robinson – Age 3½

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
92%
39%
77%
of consumers
trust earned media
think social
will improve
forecasts
of B2B buyers put the most weight
on what the people they know and trust
say about companies and products
#IBMINTERCONNECT Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010
Maximizethe
Moment

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
You don’t
know me.
You’re not connecting
with me.
It’s too
hard.

#IBMINTERCONNECT
“We can now identify and act
upon changes in individual
customer behavior and ensure
our communications are
timely and relevant to our
customer’s emerging needs.”
–Don MacDonald, Head of Group
Customer Analytics and Decisioning
#IBMINTERCONNECT

Offering
targeted
real-time
personalized
promotions

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
Understand
Understand your customer
and their intentions
Connect
Connect with your customers
and your value chain
Engage
Engage at the right time
and place with the best action

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
FULLY ENGAGED CUSTOMERS
SPEND and RECOMMEND
3x 2x
MORE
Customer Sat
1%
4.6%
Market Value Gain
=

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
Transforming Client Engagement

#IBMINTERCONNECT
BIG DATA &
ANALYTICS
#IBMINTERCONNECT

#IBMINTERCONNECT
MOBILE
#IBMINTERCONNECT

#IBMINTERCONNECT
SOCIAL
Aug 2013 Sept 2013
#IBMINTERCONNECT

#IBMINTERCONNECT
Cloud Suite C-Suitefor the
#IBMINTERCONNECT

© 2013 IBM Corporation
© 2013 IBM Corporation#IBMINTERCONNECT
For every spent
were generated
$1
$12

#IBMINTERCONNECT
© 2013 IBM Corporation
Thank You

IBM Augmented Reality
Shopping Advisor
Experience Driven Business
Model Innovation
Immersive Omni-Channel
Experiences
9 8
8
9 8
8
Lowest
amount
of sugar
Any gallon
of milk - $0.99
till 18:30 today!

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IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

3. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT 92% 39% 77% of consumers trust earned media think social will improve forecasts of B2B buyers put the most weight on what the people they know and trust say about companies and products #IBMINTERCONNECT Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010 Maximizethe Moment

4. •4 #IBMINTERCONNECT Maximizethe Moment

6. #IBMINTERCONNECT “We can now identify and act upon changes in individual customer behavior and ensure our communications are timely and relevant to our customer’s emerging needs.” –Don MacDonald, Head of Group Customer Analytics and Decisioning #IBMINTERCONNECT

7. Offering targeted real-time personalized promotions

9. © 2013 IBM Corporation © 2013 IBM Corporation#IBMINTERCONNECT Understand Understand your customer and their intentions Connect Connect with your customers and your value chain Engage Engage at the right time and place with the best action

17. #IBMINTERCONNECT BIG DATA & ANALYTICS #IBMINTERCONNECT

18. #IBMINTERCONNECT MOBILE #IBMINTERCONNECT

19. #IBMINTERCONNECT SOCIAL Aug 2013 Sept 2013 #IBMINTERCONNECT

20. #IBMINTERCONNECT Cloud Suite C-Suitefor the #IBMINTERCONNECT

24.

25. IBM Augmented Reality Shopping Advisor Experience Driven Business Model Innovation Immersive Omni-Channel Experiences 9 8 8 9 8 8 Lowest amount of sugar Any gallon of milk - $0.99 till 18:30 today!

26.

27.

28.