social business deepen engagement with customers partners and employees
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ibmsocbiz Social business customer experienceTRANSCRIPT
© 2012 IBM Corporation
Deepen engagement with customers, partners and employees
Sergio LozaSergio Loza | IBM Social Busines & Collaboration | IBM Social Busines & Collaboration
@lozass
May, 2012
Agenda
- Insights from CEO study
- What is Social Business
- Engaging Customers as Individuals
- Empower Employees to Act quickly on Customer Insights
- How IBM can help?
© 2012 IBM Corporation
2012 CEO Study – Leading through ConnectionsHighlights of the Global Chief Executive Officer Study
- 64 countries | 1709 CEOs | 18 Industries
Leaders are recognizing our new connected era is changing how people engage.
Technology pushes to the top
How I Work Collaborating from anywhere at any time with a number of devices.
How I Engage Tapping into a wide variety of insight and expertise.
How I Buy Interacting with peers and engaging with companies I do business with.
Technology is dramatically changing the way we live and work
Key recommendations from the 2012 study
Agenda
- Insights from CEO study
- What is Social Business
- Engaging Customers as Individuals
- Empower Employees to Act quickly on Customer Insights
- How IBM can help?
© 2012 IBM Corporation
Social Business is the application of social collaboration tools & culture to business roles, processes and outcomes
Share ideas, expertise, sense of purpose Deliver insights in near-real time, in context Connect to people in meaningful ways – instantly. Keep content up-to-date, accessible and secure
How does a Social Business operate differently?
employeesSelf-forming teams seamless connecting
customersLeading the conversations that define brands
partnersBecoming on-demand extensions of the enterprise
collective intelligence
product design and introduction
talent and skill development
global sales contests
advocate-based marketing
real time market segmentation
customer care
communication and transformation
Outperformers
Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers:
● 73% more outperformers excel at managing change
● 84% more translate insights into action better than industry peers
● 48% more are moving into different industries
Engaging
Transparent
Nimble
Agenda
- Insights from CEO study
- What is Social Business
- Engaging Customers as Individuals
- Empower Employees to Act quickly on Customer Insights
- How IBM can help?
© 2012 IBM Corporation
Change is required to meet customer expectations
• Understand and act• CEOs are implementing extensive changes to enable faster, more relevant responses to
markets and individuals.
© 2012 IBM Corporation
Exceptional Web Experiences Matter, Everywhere...
Customer Engagement
5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry. Bain & CoCustomers purchasing on tablet computers have 2% higher conversion rates and 20% larger order size. Wall Street Journal
Every online interaction, both external and internal, are opportunities drive profits, elate the customer, empower the employee and increase productivity
Source(s): Organizational Engagement, Gallup Consulting, Reduction in Customer Defection rates, Bain & Co, Return on Behavior Magazine., Tablet's ultimate buying machine, September 28 2011, Wall Street Journal, Retailer losses from customer experience, Harris Interactive Tea Leaf Online 2010 survey, September 23 2010, Fast Company Magazine
Screen shots NOT to be redistributed
© 2012 IBM Corporation
Most large enterprises have an average of 12 internal/external web properties
troweprice.com ncaa.orgjnj.com www.gov.qaQatar citizen self-svc
us.manpower.com kp.orgKaiser Permanente
Tran
sact
ions
One of those may be a Commerce site Web Experience solutions used to manage the rest
.com informational sites Intranet(s) Customer service sites Partner / franchise / dealer sites Account management & bill presentment/payment sites
In Banking, Insurance, Healthcare, Government, Education, etc
© 2012 IBM Corporation
IBM Web Experience Platform
Social: New Community Pages OpenID Authentication Google, Facebook ID New Article, Blog and wiki templates drive expert, social contributions New IBM Connections Files and Profiles Entitlement
Mobile: New IBM WebSphere Mobile Portal Experience theme helps control the look and feel,
page navigation, and content navigation on a smartphone IBM Web Experience Factory
Managed/Content Driven Managed Pages , Optimized, modular, high performance theme for enhanced
control of web site design, orchestration and delivery New Content Template Catalog (CTC) IBM Forms Experience Builder
Integrated:• Integrate with ECM - support for the CMIS standard.• Integrate SAP® NetWeaver Portal navigation
Insightful: Web Analytics Page Overlays deliver in-place, real-time web page and
channel delivery analyses. More flexible options to tag pages, portlets, or web content and measure
their usefulness through Campaign and Custom tags.
Community PagesInfuse social into web experiences
Consistent User Experience In Context Targeted Social Content Customize portlets with Web
Experience Factory
Enable self-service, increasing
customer satisfaction
Create communities
around a specific topic
Encourage sharing of
ideas, driving innovation
Simplify Enrolment and Authentication
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Site Navigation
Look and Feel
Page Layout
Mobile theme – lightweight, visually rich, exploiting Webkit CSS3 visual effects
Navigation widgets – set of showcase samples of common mobile app navigation patterns
Page layouts – set of showcase samples of content interaction patterns
Ready for Your Mobile Experiences
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In-Context Analytics: what matters, where it matters
• View the effectiveness of a page, portlet, web content or custom application through inline overlays
• Support for flexible new campaign and generic tags that analytics engines can query
• Instrument custom applications with new Web Experience Factory web analytics builder (and in RAD).
• Some report enablement in future CTC templates.
Optimize a Web Property for the Greatest Results
Insightful
Agenda
- Insights from CEO study
- What is Social Business
- Engaging Customers as Individuals
- Empower Employees to Act quickly on Customer Insights
- How IBM can help?
© 2012 IBM Corporation
Organizational Attributes
Engaging Employees• To draw out the best in their workforces, CEOs are most focused on three organizational
attributes
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Intranets – Done Right – Deliver Many Benefits Speed time to access information with document management, single sign-on and
elimination of multiple Uis Reduce time to find information with enterprise search Extend the workspace beyond the office with remote access Provide the right information at the right time, personalized and contextual
Reduce paper with eForms Eliminate manual processes with process automation Reduce IT support cycles with IT self-service (troubleshooting knowledge base, online
software downloads/updates, etc.)
Reuse existing enterprise – and other – applications in new ways for new users Eliminate need for disparate client applications for uses that need only specific
application functions
Set vision with consistent and personalized messages Engage people with tools for communication up, down and across the organization Foster innovation with avenues and opportunity for expression and participation
Speed time to service customer inquiries by finding information faster and executing processes more quickly
Untether workers with mobile access to internal processes while with customers Empower better customer self-service by allowing access/unlocking internal expertise
valuable for external use (blending intranet/internet uses)
Develop communities and experts through easily accessible, identifiable knowledge stores (discussions, forums, files, etc.)
Retain knowledge in the event of employee attrition
© 2012 IBM Corporation
Key Services of a Social Business
How Do I To Start the Intranet Transformation?
Reach people where they live and work
Enable people to engage productively in a business context
Discover the right content and expertise from across the organization
Accelerate and improve decision-making and business outcomes
Social, Mobile
Get quick answers at reduced cost with Instant Messaging
Stay visible to your networks with Microblogging
Generate and share best practices with Communities
Make your computer your phone with Softphone & VoIP
Easily find the experts you need in Profiles
© 2012 IBM Corporation
Reach people where they live and work
EngagingCrowd-source ideas with employees with Ideation
Bring context to content while collaborating within community Document Libraries
Complete projects with online Meetings and Video
Gather input with Instant Polls
Share photo and video with the Media Gallery
Exchange ideas and insights in Forums
© 2012 IBM Corporation
Enable people to engage productively in a business context
Create, discover, Share Information
Manage the single version of the truth using Social Content Management
Organize documents using folders and document types
Discover relevant content with Social Search and Social Analytics
Learn from the content others share in Blogs and Bookmarks without interrupting them at work
© 2012 IBM Corporation
Discover the right content and expertise from across the organization
Be nimble, act fast
Manage projects and promote the use of best practices by re-using Activity templates
Keep shared Files visible and discoverable, not locked in personal email files
Know when others are available to act through Presence Awareness
Allow fast and unified caommunications, instantly
© 2012 IBM Corporation
Accelerate and improve decision-making and business outcomes
The social Intranet platform
Data & Content Analytics
Customer Care
IBM Connections Suite
Business Process Integration
Workforce Optimization Innovation
NEW
© 2012 IBM Corporation
IBM Intranet Experience Suite
• Refresh the intranet with market leading web experience capabilities
• Sell the social intranet and web experience imperatives together, and help customers understand the combined value of each.
• Key Capabilities: – Personalization, Analytics and Enterprise
Integration capabilities– Business user web content management – Social and real-time communication features– Seamless delivery of mobile experiences
• Key Benefits:– Increase employee satisfaction– Improve productivity and collaboration – Increase opportunities for innovation
• Available May 15, 2012
NEW
Agenda
- Insights from CEO study
- What is Social Business
- Deepen Engagement with Customers
- Engaging Employees
- How IBM can help?
© 2012 IBM Corporation
Start Your Social Business Journey Now!
Social Business transformation delivers real business value
Social Business is not an option – it's a mandate
Becoming a Social Business is possible with the IBM Solutions
ibm.com/social
IBM Intranet Experience Suite V8.0IBM Customer Experience Suite V8.0NEW
...At-a-Glance
IBM Connections Suite
Blogs
Files
Communities
Wikis
Social Analytics
Profiles
Microblogs
ActivitiesForums
Bookmarks
Document LibrariesPresence
Instant MessagingMeetings
Video
VoIP
Mobility
Softphone
Ideation
NEWThe perfect integration of Social, Content and Communications
The Social Business Agenda – Accelerating the value from connecting people in and outside the organization
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press
Soci
al B
usin
ess
Soci
al B
usin
ess Align Organizational Goals & CultureAA
Gain Social TrustGGEngage through ExperiencesEENetwork Your Business ProcessesNNDesign for Reputation & Risk ManagementDDAnalyze Your DataAA
35
Questions
IBM Confidential Until January 31, 2011
© 2012 IBM Corporation
Deepen engagement with customers, partners and employees
Sergio LozaSergio Loza | Social Busines & Collaboration | Social Busines & Collaboration
@lozass
May, 2012
Outperformers
Organizations that surpass industry peers in terms of revenue growth and profitability according to the CEOs. Compared to underperformers:
● 73% more outperformers excel at managing change
● 84% more translate insights into action better than industry peers
● 48% more are moving into different industries
Engaging
Transparent
Nimble