Beyond Digital Marketing into Digital Selling

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1 Beyond Digital Marketing into Digital Selling David A Hogg Business Manager Watson Commerce, IBM ASEAN 1

2 ASEAN s demographics particularly its increasingly connected and digitally savvy population positions it for growth in Digital Commerce Internet User Base World s fastest growing internet region from 259M in 2015 to 480M by k users coming online everyday for the next 5 years MARKET TRENDS Mobile Usage Social Media 792M mobile connections - 124% of population - 2 nd highest globally following East Europe 234M active social media users - Philippines sends more texts than any other country; Jakarta is world s #1 city for tweets Internet Economy To reach $200B by x increase from % of clothing/footwear and 18% of travel now purchased online Startup Landscape 7k startups in 2015 with $1.1B in venture capital funding 2 nd highest in AP - Unicorns (Garena ($2.5B), Grab ($1.6B), Lazada ($1.5B) *Unicorn startup whose valuation has reached m $1B source: Google and Temasek e-conomy SEA Study; 2016 Digital Yearbook, Wall Street Journal, Bloomberg

3 The customer is in control and expectations are on the rise How will you deliver the right customer experience at the right time and place? 3

4 To take action requires insights and an understanding of each customer 4

5 Learning Evidence-based Watson Commerce Analytics Natural Language Cognitive Technologies Hypothesis Generation Understand. Reason. Learn. 5

6 Seamlessly engage customers across all channels Leverage meaningful insights to drive informed actions Deliver an exceptional, personalized customer experience Give customers what they want, where and when they want it Make it easy for customers to buy from you 6

7 Fully leverage Social Media to engage your clients and find new ones Establish a personal connection with your customers via Social Media Make your members feel part of the brand story, turn them into Brand Advocate Engage millennials where they hang out most Social Media Expand your prospect base, via look alike audience IBM

8 Make engagement personal with your clients via Mobile and other Devices Rich & Actionable push messages Location Based Marketing Direct to Phone rew ards and coupons Club Account Cart Mobile friendly Responsive Design IBM

9 Designed for the way you work Online Merchandiser Digital Marketer Fulfillment Manager Field Sales Store Associate 9

10 Leverage Meaningful insights How would performance improve if a cognitive analyst was watching out for trends, anomalies, opportunities and alerted you and your team with recommendations? 10

11 Watson Commerce Insights Help online merchandisers to identify hidden situations impacting business. 11

12 The Problem with Manual data maintenance Friday 18 th November Dell Mexico Mexican Peso is US$33 Should be US$ 2,500

13 Deliver personalized customer experiences How would sales improve if... you could intelligently present products and content to customers that spoke to them personally? 13

14 Watson Commerce Insights Enable online merchandisers to optimize and automate how products are presented to shoppers. 14

15 Watson Content Hub Help marketers use intelligence to create, manage, and distribute content across every customer interaction. 15

16 Watson Real-Time Personalization Help marketers test and deliver optimized content at the individual level, based on journey stage, persona or behavior, driving higher engagement and conversion rates. 16

17 Give customers what they want How would their loyalty improve if your customers orders were fulfilled exactly how they wanted and in the most cost effective way possible? 17

18 Watson Order Optimizer Enable fulfillment managers to optimize order fulfillment by learning from previous sales, demand forecasts and inventory allocations. 18

19 Go across touch-points with IBM Onmi Channel Order processing capability Digital Commerce needs a strong foundation of Fulfillment engine, that: Provides a 360 degree visibility of Orders across multiple channels (ecommerce, Storefront, Market places, Social, Mobile etc) Integrates well with Warehouse and Shipping engines to provide real-time visibility of inventory IBM 2016 Promises every sale to be taken care of Buy online ship to home Buy-Online-Pickup-In-Store Reserve-Online-Pay-n-Pickup-In-Store Save-the-Sale Ship-when-Available...and more

20 Make it easy for customers to buy from you Would you be able to capture more sales if you could connect online and offline experiences, and enable sellers and associates to engage clients in seamless and more personal ways? 20

21 Watson Customer Experience Analytics Help online marketers and merchandisers detect customer struggles and improve customer experiences by understanding historical patterns of customer engagement. 21

22 IBM Watson Commerce platform is uniquely positioned for multi-country multi-brand deployment IBM provides a unique capability of managing multiple ecommerce sites from a single platform, this: Provides agility to the Merchandizing and Marketing teams Allows you to leverage common approved assets in consistent manner Master ecommerce site Allows you to defray costs to individual Business Units (countries) while maintaining central control for consistency purpose Country 1 Country 2 Brand X Brand Y Keeps your IT simple, and operations hassle-free 22

23 IBM is rated as top Digital Commerce platform by the Analysts IBM has a award winning and top rated Digital Commerce & Marketing platform IBM s global presence and rich technology background brings a well-rounded and robust solution to the clients IBM s Business Partners ecosystem enhances the capability of the platform further, and we are proud of those IBM covers B2C and B2B Digital Commerce capabilities in same solution IBM s solution is pre-integrated with Digital Marketing, Customer Analytics, Order Management and Warehouse Management IBM Watson Commerce is available on premise or Cloud Currency Earn Points Payment Configurable Widgets IBM 2016 and Burn Bank Gateway Tiers 23

24 Now with Watson Commerce you can Understand customers, markets and business performance in real-time. Deliver a differentiating customer experience across all their journeys. Optimize fulfillment plans by learning from past order history. 24

25 and deliver results for your business Establish a conversation that builds interest, sales and loyalty. Prescribe a course of action to capitalize on opportunities as they arise. Provide the level of service customers expect at the optimal cost. 25

26 The North Face IBM ecommerce and Expert Personal Shopper helps consumers discover products based on recommendations in a natural language dialog leading to higher conversions, driven by the power of Cognitive Commerce. 26

27 Learn how you can get started with Watson Commerce to discover and pursue new opportunities : Talk to us over lunch today! Visit ibm.com/watson/commerce 27