ibmsocbiz Social business customer experience

1. Deepen engagement with customers, partners
and employees
Sergio Loza | IBM Social Busines & Collaboration
@lozass
May, 2012
© 2012 IBM Corporation

2. 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 IBM Corporation

3. 2012 CEO Study – Leading through Connections
Highlights 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.

4. Technology pushes to the top

5. Technology is dramatically changing the way we live and
work
How I Work
How I Buy Collaborating from
Interacting with peers anywhere at any time
and engaging with with a number of
companies I do devices.
business with.
How I Engage
Tapping into a wide variety of
insight and expertise.

6. Key recommendations from the 2012 study

7. 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 IBM Corporation

8. 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

9. How does a Social Business operate differently?
employees customers partners
Self-forming teams Leading the conversations Becoming on-demand
seamless connecting that define brands extensions of the enterprise
communication and
transformation
product design customer care
and introduction
collective
talent and skill intelligence real time market
segmentation
development
global sales advocate-based
contests marketing

10. Outperformers
Organizations that surpass industry peers in terms of revenue
growth and profitability according to the CEOs. Compared to
underperformers:
Engaging
●
73% more outperformers excel at managing
change
Transparent ●
84% more translate insights into action better than
industry peers
Nimble
●
48% more are moving into different industries

11. 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 IBM Corporation

12. 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.

13. Exceptional Web Experiences Matter, Everywhere...
Every online interaction, both
external and internal, are
opportunities drive profits, elate the
customer, empower the employee
and increase productivity
Customer Engagement
5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry.
Bain & Co
Customers purchasing on tablet computers have 2% higher conversion rates and 20% larger order
size. Wall Street Journal
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 © 2012 IBM Corporation
Screen shots NOT to be redistributed

14. Most large enterprises have an average of 12 internal/external web
properties

One of those may be a Commerce site

Web Experience solutions used to manage the rest

.com informational sites
Transactions

Intranet(s)

Customer service sites

Partner / franchise / dealer sites

Account management & bill
presentment/payment sites
In Banking, Insurance, Healthcare, Government, Education, etc
troweprice.com jnj.com ncaa.org www.gov.qa us.manpower.com kp.org
Qatar citizen self-svc Kaiser Permanente
© 2012 IBM Corporation

15. 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.
© 2012 IBM Corporation

16. Community Pages Create
Infuse social into web experiences communities
around a
specific topic

Consistent User Experience

In Context

Targeted Social Content

Customize portlets with Web Encourage
sharing of
Experience Factory ideas, driving
innovation
Simplify Enrolment and
Authentication
Enable self-
service, increasing
customer
satisfaction

17. Ready for Your Mobile Experiences
Look
and Feel
Site
Navigation
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
17

18. Insightful
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
).
Optimize a Web Property for the Greatest Results
• Some report enablement in future
CTC templates.
18

19. 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 IBM Corporation

20. 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
21

22. How Do I To Start the Intranet Transformation?
Key Services of a Social Business
Enable people to
engage productively
in a business context
Reach people where
they live and work
Accelerate and improve decision-
Discover the right content and making and business outcomes
expertise from across the organization
© 2012 IBM Corporation

23. Sogeti Video

24. 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
© 2012 IBM Corporation

25. Engaging
Crowd-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
© 2012 IBM Corporation

26. 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
© 2012 IBM Corporation

27. 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
© 2012 IBM Corporation

28. NE
W
The social Intranet platform
Workforce
Customer Care Optimization Innovation
IBM Connections Suite
Business Process Data & Content Analytics
Integration

29. NE
W
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
© 2012 IBM Corporation

30. Agenda
- Insights from CEO study
- What is Social Business
- Deepen Engagement with Customers
- Engaging Employees
- How IBM can help?
© 2012 IBM Corporation

31. Social Business
is not an option
– it's a mandate
Social Business Becoming a Social
transformation Business is
delivers real possible with the
business value IBM Solutions
Start Your Social Business Journey Now!
ibm.com/social

32. ...At-a-Glance
NE
W
IBM Customer Experience Suite V8.0 IBM Intranet Experience Suite V8.0
IBM Connections Suite NE
W
The perfect integration of Social, Content
and Communications Communities
Bookmarks Meetings
VoIP
Profiles Blogs Wikis Instant Messaging
Presence Mobility Forums
Ideation Document Libraries Activities
Social Analytics Vide
o Softphone
Files Microblogs

33. The Social Business Agenda – Accelerating the value from
connecting people in and outside the organization
A Align Organizational Goals & Culture
Social Business
G Gain Social Trust
E Engage through Experiences
N Network Your Business Processes
D Design for Reputation & Risk Management
A Analyze Your Data
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,
ISBN: 0132618311, Copyright © 2011, IBM Press

35. Questions
IBM Confidential Until January 31, 2011
35

36. Deepen engagement with customers, partners
and employees
Sergio Loza | Social Busines & Collaboration
@lozass
May, 2012
© 2012 IBM Corporation

37. Outperformers
Organizations that surpass industry peers in terms of revenue
growth and profitability according to the CEOs. Compared to
underperformers:
Engaging
●
73% more outperformers excel at managing
change
Transparent ●
84% more translate insights into action better than
industry peers
Nimble
●
48% more are moving into different industries