IBM Collaboration Forum - Lars-Olof Allerhed

Lars-Olof Allerhed Isafjordsgatan 1
164 92 Stockholm
Social Evangelist WW Tiger Team
IBM Collaboration Solutions Tel +46 70 793 29 61
lollo@se.ibm.com

http://twitter.com/allerhed

02/22/11 © 2011 IBM Corporation

Customer Focus is CEO Imperative

2010 IBM Global CEO Study
High-performing companies capitalize on complexity in three ways...

“Getting closer to Customers” is the
single most important theme. Engage
customers in new ways that increase
interest and loyalty to generate demand
and revenue sources

Better understand customer needs and
involve customers more effectively and
directly in product and service
development

Exploit the information explosion to
hear the voice of your customer
through the vast amounts of data,
understand it , and act.
IBM.com/CEOStudy

© 2011 IBM Corporation

Customer Web Experience Elements Are Key

2010 IBM Global CEO Study
High-performing companies capitalize on complexity in three ways...

“Getting closer to Customers”
is the single most important
Web Platform
theme. Engage customers in
new ways that increase interest
and loyalty to generate demand
and revenue sources
Better understand customer
needs and involve customers
Social Web 2.0
more effectively and directly in
product and service
development
Exploit the information
explosion to hear the voice of
IBM.com/CEOStudy
Analytics
your customer through the vast
amounts of data, understand
it , and act.

© 2011 IBM Corporation

Why the Focus on Customers?
Retaining customers is linked to increased profitability

2% increase in customer retention
has the same effect on profits as
cutting costs by 10%

5% reduction in customer
defection rate can increase
profits by 25-125%, depending
on the industry

Acquiring new customers can cost 5x
more than satisfying and retaining
current customers
5 © 2011 IBM Corporation

With Exceptional Web Experiences That Are...

Know Your
Balance Form &
Intended
Function: Visual
Audience: Deliver
Appeal + Ease of
Precisely What
Use Equally
They Need/Want
Important

People Are
Everywhere: Turn Customers
Explosion of Into Advocates:
Mobile Means A Ensure A Reliable,
Moving Target! Secure Experience


2011 Exceptional Web Experience Focus

Social

Exceptional
Web
Experience
Mobile

Business
Driven

 Vision about the “art of the possible” for Web/Content
engaging Customers on the web Platform
Analytics
Search
 Multi-year IBM strategy to deliver the
capabilities for our customer to excel at
customer-facing experiences Social Commerc

 Guide for IBM investment focus both Mobile Unified
organic and inorganic investments Communications
Rich
Media
 Nimble to continually absorb and simplify
People are at the center of an exceptional
emerging advances to help customers
experience; Capabilities are employed as
differentiate sites
necessary to help achieve experiences that
meet/exceed the expectations of the intended
user(s)

Tapping Social Communities in Context
Social Managing social networking integration into web
properties or Portal applications
Social collaboration in the context of an application

Growing Catalog of Lotus®
Connections Integration Portlets

Controllable access via portal
profiling

Built with WebSphere Portlet
Configure Profile, see network
Factory, includes customizable
contacts, accept pending
builder code invitations
In context communities, blogs,

Supports read / write wikis or activities
ATOM feeds using
Connections REST APIs

Dynamically filtered Tag Clouds filter entries
through inter-portlet

Features communication

Activities

Blogs

Bookmarks

Tag Clouds
Content Teasers launch

Profiles, networks Connections portlets with

Wikis content filtered by

Doc libraries configured tag


Lowering the cost of mobilizing applications
WebSphere Portal mobile options
Customer Need Solutions
●
Mobile Web applications or Mobile Portal Accelerator
content for virtually any mobile
device browser

7,500 + Devices

Portal Mobile Webkit Themes
●
Extend a Web experience to
mobile devices for specific smart Available today for iPhone
phone browsers Coming soon for Android, Blackberry, iP

Works with your favorite development to

• Rapidly develop and deploy web
Portlet Factory
and hybrid mobile applications that
have a native smart phone, look + Portal Mobile Webkit Themes
and feel
Q1 2011 Beta Preview
• Write once, run on many devices –
tablets, kiosks, web, PDA and more

Business Jump-Start Templates
Driven Speed Time-to-Value

• Extensible, Configurable Software Templates
– Software to accelerate solution construction for specific business needs
– Prebuilt collaboration components, Portal sites and structure commonly used in a target industries
– Code that customers or partners can easily modify and customize

• Built-in Best Practices
– To help IT speed deployment and reduce the cost of portal-based business solutions
– Solve recurring user needs in a best practice way

• Showcase for successful interaction patterns spanning the Lotus collaboration portfolio

Healthcare Patient Portal Government Self Service Online Banking Retail Vendor Portal Insurance Agency Portal

Portal, WCM Portal, WCM, Forms Portal, WCM, Connections, ST Portal, WCM, Forms, ST Portal, WCM, Forms,
Connections, ST, Dashboards

Business Web Experience Integration Modules
Driven Customizable Source Files for Common Integration
Scenarios
• Available as component downloads from Greenhouse catalog
http://www-10.lotus.com/ldd/portalwiki.nsf/dx/Reusable_assets_and_resources_for_WebSphere_Portal

Account Registration and Self Unified Task and Check Lists eBanking Portlets
Care Models provide a presentation Aggregate tasks from multiple systems into Customizable transaction and
layer where portal users create, modify, a similator portlets for a range of
or delete data in the user registry. single UI. Users can complete to advance e-banking services for both
workflows or launch an inline eform web and mobile devices

Appointment Scheduling
Web Content Template Catalog
Live Chat

IBM Exceptional Web Experience Strategy

Industry Toolboxes
IBM Industry templates, assets, and
WebSphere® best practices to maximize
“Out-of-Box” value
Portal
IBM Accelerators
extend functionality
as needed to match
customers' needs
WebSphere Portal
Core Integration
Platform
Increasing Completeness © 2011 IBM Corporation

Portals, Content, and eForms

• Gartner – IBM is #1 in the Portal market for the
9th straight year

• Second Fastest growing software product in IBM
history

• 1/6 of all internet users have used WebSphere
Portal

• Most secure role based access control

• 10 out of the top 10 global banks run IBM Portal

• Some deployments support over 100 million
users

• JSR 168 and 286 support

• 15 – 25% reduction in paper form costs with
electronic eForms, workflow, and electronic
signatures

• IBM has invested over $1 Billion in the last 10
years

Exceptional Web Experiences Can Deliver...


Exceptional Web Experiences
Deliver Better Business Outcomes
Business advantage Technology advantage
Conversation spectrum

Growth Customer Satisfaction Efficiency

 HSBC realized a 35% improvement in  Lufthansa handles 10,000 people  Miami-Dade County saved $1 million
marketing campaign revenue making travel requests every second per year in labor costs

 Bharti-Airtel grew subscribers from 6  LA County offers a consistent online  US Army saves $1.3 Billion per year
million to 110 million in six years while experience across 38 departments for supporting 1.4 million Army personnel
providing quality services and support 10.4 million constituents
online
 Harley-Davidson improved IT efficiency
 Boston Medical increased referrals by by 80%
 Lufthansa supports 16,000 customer 30% and reduced no-show rates by 10%
check-ins/day. In 2008, 3.7 million
online flights were booked, growing by  Wimbledon efficiently scaled its website
37% in 2009  Woodmen of the World reduced call to serve 12.3 million people in 2009,
center support calls by 30% 23% more than in 2008


IBM Collaboration Forum - Lars-Olof Allerhed

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