@anthonyfio. ional Digital inces Accelerating er Engagement

Transcription

1 @anthonyfio ional Digital inces Accelerating er Engagement

2 This was Exceptional not so long ago!

3 ed a and and 00 Exceptional Digital Experience Today

4 ou want to be? gh? Or Exceptional?

5 o decides if you are exceptional? (Hint...It is not YOU

6 your CUSTOMERS!

7 80% Of CEOs think they deliver a superior customer experience...but

8 customers agree 80% Of CEOs think they deliver a superior customer experience...but Only 8% Of thei

9

10 ctations are HIGH duct and Instant access to information, produc services To be engaged as individuals, on their own terms anytime and anywh, mutually beneficial ships that go beyond transactions Transparency from the companies they interact wi

11 90% multiple screens ntially to mplish a ver time ove between devices that same day

12 81% yees like to e what they know mployees are satisfied with the collaboration & social di anets

13 63% CIOs will focus on cloud computing to better support customer engagement

14 75% of top global retail will deploy a model for a channel-agnostic shop experience by 2015 Only 26% of companies have a welldeveloped strategy in place for improv customer experience.

15 f web ill be y 2014 on landing increase sion by 8 marketers s video marketing positive impact o bu

16 are ot good enough to just keep doing wh

17 ontinuous Customer ngagement mployee Engagement - reate a Smarter Workforce ystems of Engagement NGAGMENT TO GROW THE BUSINESS

18 s of focusing on Systems of Engagement tha Exceptional Digital Experience Faster time to market Increased operational efficien e delivery tomers Develop and bring new products to market in 1/3 the time 62% of customers didn t need to call for assistance 2x increas self-ser transact Improved win rates Increased customer satisfacti online version 85% sales conversion rate when used as web tools 30% higher rating for web self-service than help desk 30% increase in rates

19 n integrated brand portfolio approach mer Experience Suite tomers and partners, increase enue and satisfaction Employee Experience S Empower employees an improve business efficien Portal Forms Web Content Management Social Mobile Commerce Social ECM Analytics EMM Collaboration BPM Investment focus area loud One IBM for marketing buyer Persuasive C Leadersh

20 Content rich Media Mgmt ELLING: g, interactive, ve, trusted S Mobile Personalize Targeting VANT: they need now, ith analytics, cross channels Marketing Mgmt WERING: eamless, provide nd expertise they ant XIBLE: zation s evolving eeds Portal Analytics Optimize Commerce Integration

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22 CEPTIONAL CUSTOMER ENGAGEMEN

23 ustomer Engagement Experience Deliver rich and engaging cus unifying content and transactions that drive customer loyalty and deliver bu ted Solution includes: d RAD tooling for simplified application dev driven web content management n Engine for unique experiences esign one piece content for all devices lities deliver deeper customer relationships and loyalty one message delivered to all social media channels ess user created dynamic forms ed to Integrate with: llect end user data, run campaigns, and market to individual ultiple integration options that blend rich content, social, into one experience r vibrant and compelling photos and videos seamlessly into al customer experience hicken Retailer) 100% boost in ability to monitor brand reputation and gained 45K facebook (Bike Retailer) increased revenue and customer loyalty by integrating a socially driven learn e site. Learning center page views up 300% in first month.

24 Mobile Self Service S Consumer Face-to-Face Business Citizen Store/Branch/Location er engagement: on-going relationships acros points and channels Maintenance/Repair

25 High End Sporting Event

26 elf Service Citizen Government

27 em of Engagement - Surgeons S B pl

28 de E System of Engagement

29 Up to higher con learning ce othe Commerce Site 30 increase in tr center in f o nce Bicycle boosts conversion with an

30 System of Engagement

31 8 Projected in a result automa 9 In campa launch time Doubl Of custo availabl programs th da ExperienceOne Claro Perú

32 CEPTIONAL EMPLOYEE ENGAGEMEN

33 l Employee Engagement Experience - Delivering deeper employe through personalized and collaborative employee experiences across cha vering an th social nts are atic th ent 7 who mobile ent). 1 SOCIAL It s about starting a conversation and removing barriers to improve and accelerate business results in context. CONTENT Deliver content relevant to each user in a way that is compelling to each user. MOBILE Develop and app perfectl desktop device. INTE Info but ANALYTICS AND PERS You can t optimize what you t Results On average companies were able to reduce their hardware cos (34%) and IT Labor costs (57%) with IBM s Exceptional Digital Experience anet of the future: Less stuffy, more engaging? Ernie Smith, September 13, 2013.

34 Are Delivering Exceptional Experiences Today. ptional Employee gement Experience berland es Employees experience by ing operating efficiency Page, CIO - Slumberland

35 Prudential Social Intranet

36 d e ity d ion omer NE Social Sales Dashboard

37 Pacific Life - PRIME

38 ngagement strategies and capabilities exist and a g. The challenge will be in implementation tions Customer & agement d open up far t comfort ordinary to raordinary Description Design solutions with the customer experience in mind (e.g., what services the engage) Understand and anticipate customer needs/desires, and personalize interactio critical! Think and grow beyond traditional silos to embrace collaboration across depar and ecosystem partners Enable transparency and facilitate open communications Use digital solutions to connect the front and back offices automating day-toand simplifying customer interactions Focus on what is core to the mission and engage partners for non-core servic courage n for true Enable and encourage experimentation at all levels unleashing creativity and workplace and extended ecosystem Enable flexibility in processes, technology and policies to adjust easily to chan seize opportunities

39 Helps You Create Engagement with n integrated brand portfolio approach mer Experience Suite tomers and partners, increase enue and satisfaction Employee Experience S Empower employees an improve business efficien Portal Forms Web Content Management Social Mobile Commerce Social ECM Analytics EMM Collaboration BPM Investment focus area loud One IBM for marketing buyer Persuasive C Leadersh

40 adrant for Horizontal Portals, 24 September Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only th earch publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to th choose IBM based on our track record 6 of top 7 retailers in the U.S. Global Clients 8 of top 9 automotive companies 5 of top 7 global insurance companies Leaders orizontal tner for 11 row 300M+ named users from top customers 65% of the most influential CMOs use IBM Social Business solutions 8, Internet facin

41 des unparalleled experience on how to achieve value CXO Studies Social Patterns Wh Establish Strategy Define Business Value Acc Ado

42 Phone: Mobile: Anthony Fiorot WW Portal & Digital Experience Solutions Sales Leader 42