Accelerating Customer Engagement Reinventing Relationships. Rethinking Engagement. Anthony (Tony) Fiorot WW Portal & Digital Experience Solutions Sales Leader IBM Software Group, Industry, Cloud, Solutions email: afiorot@us.ibm.com
16 June 2005 http://web.archive.org/web/20050612014348/https://www.53.com/wps/portal/personal 2014 International Business Machines Corporation 2
26 Feb 2014 http://www.jyskebank.dk Facebook & Google play store Images Jyske Bank A/SBusiness Machines Corporation 2014 International 3
What do you want to be? Good Enough? Or Exceptional? 2014 International Business Machines Corporation 4
And who decides if you are exceptional? (Hint...It is not YOU!) 2014 International Business Machines Corporation 5
It is your CUSTOMERS! 2014 International Business Machines Corporation 6
80% Of CEOs think they deliver a superior customer experience...but 7 2014 International Business Machines Corporation 7
80% Of CEOs think they deliver a superior customer experience...but Only 8% Of their customers agree! 8 2014 International Business Machines Corporation 8
2014 International Business Machines Corporation 9
And expectations are HIGH Seamless experiences that match product and service quality Instant access to information, products and services To be engaged as individuals, on their own terms anytime and anywhere Trusted, mutually beneficial relationships that go beyond one-time transactions Transparency from the companies they interact with 2014 International Business Machines Corporation 10
90% use multiple screens sequentially to accomplish a task over time 98% move between devices that same day 2014 International Business Machines Corporation 11
81% of employees like to share what they know 28% of employees are satisfied with the collaboration & social dimensions of their intranets 2014 International Business Machines Corporation 12
63% CIOs will focus on cloud computing to better support customer engagement 2014 International Business Machines Corporation 13
75% of top global retailers will deploy a model for a channelagnostic shopping experience by 2015 Only 26% of companies have a welldeveloped strategy in place for improving customer experience. 2014 International Business Machines Corporation 14
90% of web traffic will be video by 2014 Videos on landing pages increase conversion by 86% 82% of marketers say that video marketing has a positive impact on their business 2014 International Business Machines Corporation 15
Its not good enough to just keep doing what you are doing 2014 International Business Machines Corporation 16
Customer Engagement Implications Customers expect to engage with companies when and how they want, in person, online and on the go. 51% of Americans Switched Providers in the Past Year Due to Poor Customer Service at a cost of $1.4T 1 # of people social customer tells about a good service experience 42; a bad experience 53 2 Customers who receive social customer service responses spend 20% - 40% more with company 3 Companies delivering customer support through social media achieve superior gains 7.5% vs. 2.9% 4 66% B2B & 52% B2C leave from 1 bad service experience 5 2014 International Business Machines Corporation 17
And when you do the results will pay off in many areas Increase Customer Satisfaction 30% higher rating for web self service than help desk 30% increase in referral rates Faster Time to Market 1/3 faster to develop and bring new products to market 61% faster service delivery to new customers Increase Operational Efficiency 62%customers didn't need to call 2X increase self service transactions Improve Win Rates 60% increase in online sales conversion 85% sales conversion rate when use web tools 2014 International Business Machines Corporation 18
Digital engagement strategies and capabilities exist and are maturing. The challenge will be in implementation Recommendations Focus on the customer experience Collaborate and open up far beyond current comfort zones Automate the ordinary to deliver the extraordinary Description Design solutions with the customer experience in mind (e.g., what services they need, how they engage) Understand and anticipate customer needs/desires, and personalize interactions. Analytics is critical! Think and grow beyond traditional silos to embrace collaboration across departments, agencies and ecosystem partners Enable transparency and facilitate open communications Use digital solutions to connect the front and back offices automating day-to-day operations and simplifying customer interactions Focus on what is core to the mission and engage partners for noncore service delivery Enable and encourage experimentation for true transformation Enable and encourage experimentation at all levels unleashing creativity and innovation in the workplace and extended ecosystem Enable flexibility in processes, technology and policies to adjust easily to change and quickly seize opportunities 19 2014 International Business Machines Corporation 19
IBM s Exceptional Digital Engagement Strategy 2014 International Business Machines Corporation 20
Exceptional Customer Experience Deliver rich and engaging customer experiences by unifying content and transactions that drive customer loyalty and deliver business results Fully Integrated Solution includes: Web Portal and RAD tooling for simplified application dev Business user driven web content management Personalization Engine for unique experiences Responsive Design one piece content for all devices Social Capabilities deliver deeper customer relationships and loyalty Social Media one message delivered to all social media channels Forms Business user created dynamic forms Pre-Configured to Integrate with: Analytics collect end user data, run campaigns, and market to individual users Commerce multiple integration options that blend rich content, social, and commerce into one experience Media deliver vibrant and compelling photos and videos seamlessly into your exceptional customer experience Amadori Group (Chicken Retailer) 100% boost in ability to monitor brand reputation and gained 45K facebook fans in under 1 year Performance Bike (Bike Retailer) increased revenue and customer loyalty by integrating a socially driven learning center into existing e-commerce site. Learning center page views up 300% in first month. 2014 International Business Machines Corporation 21
Exceptional Employee Experience - Delivering deeper employee engagement through personalized and collaborative employee experiences across channels Those who are delivering an intranet solution with social or mobile components are experiencing a dramatic improvement in both employee engagement and collaboration (77 percent) over those who don t offer social or mobile capabilities (33 percent). 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 render content and applications that display perfectly on smartphones, desktops or just about any device. INTEGRATION Information is power, but context is everything. ANALYTICS AND PERSONALIZATION You can t optimize what you aren t measuring. Analyst Report Results On average companies were able to reduce their hardware costs (52%), software costs (34%) and IT Labor costs (57%) with IBM s Exceptional Digital Experience Solutions 1 Associations Now, The intranet of the future: Less stuffy, more engaging? Ernie Smith, September 13, 2013. 2014 International Business Machines Corporation 22
Leaders Are Delivering Exceptional Experiences Today. Exceptional Citizen Engagement Regional Municipality of York Improve operational efficiency and reduce costs thorough collaboration and shared services Exceptional Work Experience Slumberland Improves Employees experience by increasing operating efficiency Regional Municipality of York Patrick Casey - Director, Corporate Communications Jamie Page, CIO - Slumberland 2014 International Business Machines Corporation 23
Reach Beyond Your Website. Exceptional Digital ExperiencesMust Be Empowering Putting you in charge Consistent Regardless of your device Relevant Knows who you and what you need 2014 International Business Machines Corporation 24
Exceptional Digital Experience: Exceptional Engagement and Results. Shorter Time to Market & Delivery Higher Win Rates Lower Operational Costs More Satisfied Customers 84% faster time to find experts 61% faster service delivery to new customers 60% more online sales conversion 85% conversion rate using web tools 62% customers didn't need to call 2x increase in self-service transactions 30% higher rating for web self service vs. help desk 30% increase in referrals 2014 International Business Machines Corporation 25
Award-Winning Digital Experiences for Customers, Employees, Citizens and Partners 2014 International Business Machines Corporation 26
How to Deliver an Exceptional Digital Experience Deliver Everywhere Understand the Individual and Their Experiences Unleash Creativity Deepen Relationships 2014 International Business Machines Corporation 27
IBM Industry leading Digital Experience platform LEADERs Quadrant! Challenger Quadrant! LEADERs Quadrant! LEADERs Quadrant! LEADERs Quadrant! LEADERs Quadrant! LEADERs Quadrant! LEADERs Quadrant! LEADERs Quadrant! 4/22/2014 28 2014 International Business Machines Corporation 28
Gartner MarketScope for UXP, Forrester Digital Customer Experience Platforms, IDC Business Value of IBM's Exceptional Digital Experience 4/22/2014 29 2014 International Business Machines Corporation 29
Deliver Experiences with Confidence: Scalable Unbreakable Security-Rich Supports self-service for Line of Business Reuse resources to build fast, save money, integrate more 2014 International Business Machines Corporation 30
Why the Leaders Are Choosing IBM for Customer Engagement Proven Expertise Over 8,000 internet and customer-facing internet customers 65% Most influential CMOs use IBM Social Business Solutions Over 300 million named users from top customers Positioned in Leaders Quadrant for Horizontal Portals* by Gartner Global Clients 5 of top 5 Banks 4 of top 7 Retailers 9 of top 9 Automotive Companies 3 of top 3 Insurance Companies * Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research 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 this research, including any warranties of merchantability or fitness for a particular purpose 2014 International Business Machines Corporation 31
IBM Helps You Create Engagement with Customers, Employees, Citizens and Partners During those Moments that Matter. Content, Rich Media Mgt Mobile Social Personalization & Targeting Geiger, Chou, Chaput Marketing Management Portal Analytics & Optimization Commerce Cloud Integration 2014 International Business Machines Corporation 32
IBM provides unparalleled experience on how to achieve business value Learn Geiger, Chou, Chaput CXO Studies Social Patterns Whitepaper Act Establish Strategy Define Business Value Accelerate Adoption 2014 International Business Machines Corporation 33 2013 IBM Corporation
Anthony Fiorot Phone: 1-720-342-5846 Mobile: 1-401-358-9899 E-mail: afiorot@us.ibm.com WW Portal & Digital Experience Solutions Sales Leader 2014 International Business Machines Corporation 34 34