Deepak Advani. General Manager. May 2015

Transcription

1 Deepak Advani General Manager May 2015

2 Forward-Looking Statement Certain(comments(made(during(this(event(and(in(the(presenta3on(materials(may(be(characterized(as(forward(looking(under(the( Private(Securi3es(Li3ga3on(Reform(Act(of(1995.(ForwardElooking(statements(are(based(on(the(company s(current(assump3ons( regarding(future(business(and(financial(performance.(these(statements(by(their(nature(address(maiers(that(are(uncertain(to( different(degrees.(any(forwardelooking(statement(made(during(this(event(or(in(these(presenta3on(materials(speaks(only(as(of(the( date(on(which(it(is(made.(the(company(assumes(no(obliga3on(to(update(or(revise(any(forwardelooking(statements.(( ( Those(statements(involve(a(number(of(factors(that(could(cause(actual(results(to(differ(materially,(including(the(following:(a( downturn(in(economic(environment(and(client(spending(budgets;(the(company s(failure(to(meet(growth(and(produc3vity( objec3ves,(a(failure(of(the(company s(innova3on(ini3a3ves;(risks(from(inves3ng(in(growth(opportuni3es;(a(failure(of(the( company s(intellectual(property(poroolio(to(prevent(compe33ve(offerings(and(the(failure(of(the(company(to(obtain(necessary( licenses;(cybersecurity(and(privacy(considera3ons;(fluctua3ons(in(financial(results,(impact(of(local(legal,(economic,(poli3cal(and( health(condi3ons;(adverse(effects(from(environmental(maiers,(tax(maiers(and(the(company s(pension(plans;(ineffec3ve(internal( controls;(the(company s(use(of(accoun3ng(es3mates;(the(company s(ability(to(airact(and(retain(skilled(personnel(and(its(reliance( on(cri3cal(skills;(impacts(of(rela3onships(with(cri3cal(suppliers(and(business(with(government(clients;(currency(fluctua3ons(and( customer(financing(risks;(impact(of(changes(in(market(liquidity(condi3ons(and(customer(credit(risk(on(receivables;(reliance(on( third(party(distribu3on(channels;(the(company s(ability(to(successfully(manage(acquisi3ons,(alliances(and(disposi3ons;(risks(from( legal(proceedings;(risk(factors(related(to(ibm(securi3es;(and(other(risks,(uncertain3es(and(factors(discussed(in(the(company s( Form(10EQs,(Form(10EK(and(in(the(company s(other(filings(with(the(u.s.(securi3es(and(exchange(commission((sec)(or(in(materials( incorporated(therein(by(reference.(addi3onal(informa3on(concerning(these(factors(is(contained(in(the(company's(filings(with(the( SEC.(Copies(are(available(from(the(SEC,(from(the(IBM(web(site,(or(from(IBM(Investor(Rela3ons.(( IBM

3 Customer-to-Business - It s all about personalization at scale By 2018, organizations who offer personalization will outsell companies who don t by more than 30% 72% of CEOs are making major changes to understand their customers individual needs During the next 3 years, 60% of digital commerce analytics investments will be spent on analyzing customer journeys Source: Links in appendix

4 The great customer experience divide of companies say they have or are close to having a holistic view of their customers of customers stated that the average brand doesn't understand them as individuals Source: EConsuntancy and IBM Study, April 2015; Link to study in appendix

5 IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce World leading businesses run on IBM Commerce solutions: 9 of the Top 10 US Retailers ² 9 of the Top 10 Automotive companies ³ 7 of the Top 10 Top Financial Services ³ Source: 1 Nucleus Research List based on Stores.org, data from NRF 3 Global Fortune 100 list for 2012 (CNN Money) 4 IBM Market Intelligence; Footnote in appendix IBM Commerce is delivering value to clients:! Nearly 15X ROI for every dollar spent on IBM Commerce ¹! 5.5 Million transactions exchanged through B2B Cloud daily 4! Companies report an average savings of 11% with IBM procurement solutions 4! 350,000+ global trading entities connected

6 Winning in commerce takes an integrated approach across the entire value chain from supplier to client engagement

7 $100B+ market opportunity, growing double-digit driven primarily by the Line of Business buyers For Marketing Leaders! Digital Marketing! Lead Management! Customer Experience Analytics! Journey Design! Omni-channel Marketing! Real-time Personalization IBM Solutions For Procurement Leaders! Procurement Transformation! Enterprise Contract Management For Transaction Service Leaders! Payments Management For ecommerce Leaders! B2C Commerce! B2B Commerce! Omni-channel Merchandising For Supply Chain, and IT Leaders! B2B Integration! Managed File Transfer For Customer Experience Leaders! Customer Analytics! Journey Analytics! Digital Analytics Source: IBM Market Intelligence

8 Solutions tailored to the emerging needs of line of business buyers and differentiated through ANALYTICS & DESIGN LEVERAGING ON $24B+ OF IBM'S ANALYTICS INVESTMENTS

9 IBM delivers persona-based integrated solutions that are consumable and extensible

10 Watson Analytics Demo load the data

11 Watson Analytics Demo analyze the data

12 Watson Analytics Demo predict the future

13 A single view of the customer: all the data matters INTERACTION DATA Events Direct Mail In-store POS Kiosks ATTITUDINAL DATA Chat Call center notes Web-click stream In person dialogues Client Centers Website Opinions & Social Data Preferences Needs & Desires Survey Results Call Centers Search Attributes Self-declared Info Geo Demographics Character info Customer Service Online Advertising Orders Transactions Payment history Usage history DESCRIPTIVE DATA Social Media SMS/ MMS s Mobile BEHAVIORAL DATA

14 A single view of the customer: all the data matters INTERACTION DATA Events Direct Mail In-store POS Kiosks ATTITUDINAL DATA Chat Call center notes Web-click stream In person dialogues Client Centers Website Opinions & Social Data Preferences Needs & Desires Survey Results Call Centers Search Attributes Self-declared Info Geo Demographics Character info Customer Service Online Advertising Orders Transactions Payment history Usage history DESCRIPTIVE DATA Social Media SMS/ MMS s Mobile BEHAVIORAL DATA

15 Collaborative innovation with an open ecosystem

16 Our growing ecosystem: Digital'Agencies'&'Mktg'Svc'Providers'' Complementary'Solu;ons'&'ISVs'' Systems'Integrators'' Resellers'&'SaaS'Providers'

17 ! Deeper, more personalized insights shape every facet of customer interactions across virtually all channels! Improved efficiencies by 40% across the bank, with an expected 20%+ return on equity through new customer-centric banking! Expects to generate a bottom-line benefit of $200 million (USD) in the first 24 months of the project

18 Marks & Spencer! Leverages its omni-channel programs to stay on top! Embraced emerging recreational shopping trend by continuously producing relevant content that delights customers! Launched new product lines online, generating ~ $312.8 million (USD) in sales revenues! Dynamic inventory management emphasizes what is in stock in the moment & delivers real dialog with customers

19 ! Big market opportunity! Portfolio differentiation! Open Ecosystem IBM

20

21 Footnotes 1. Chart 3: Customer to business it all about personalization at scale By 2018, organizations who offer personalization will outsell companies who don t by more than 30%: 72% of CEOs are making major changes to understand their customers individual needs: During the next 3 years, 60% of digital commerce analytics investments will be spent on analyzing customer journeys: 2. Chart 4: The great customer experience divide 3. Chart 5: IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce IBM Commerce is enabling 8,000 global brands in 50 countries to prepare and compete in this new era of commerce: 03.ibm.com/press/us/en/pressrelease/43513.wss Nearly 15X ROI for every dollar spent on IBM Commerce: Million transactions exchanged through B2B Cloud daily: