« How to make it happen »

How IBM is fueling the evolution of retail

innovation, store transformation & FMCG

consumer engagement

Leaders will take a systematic and integrated approach to drive enterprise innovation by creating the right ecosystem

Systems

of Insight

Enterprise

Innovation

Systems of Insight

How are you harnessing Big Data for competitive advantage?

Systems of Engagement

How are you harnessing mobile and social to transform relationships with customers, employees and citizens?

7 © 2014 IBM Corporation

Systems of

Record

Systems of

Engagement

Systems of Record

How are you transforming your existing IT systems for the requirements of the new era?

Systems of Record

Systems of Insight

Systems of Engagement

Pervasive Security

Intelligence

Enabled by Cloud

EnterpriseInnovation

WHAT WE SEE SHIFTING

Social. Mobile. Data.

Together they are

empowering people with

knowledge, enriching

them through networks

and spawning

expectations for real

value in return for

their information, with

enterprises they trust.

of Millennials say social anduser-generated content has

an influence on what they buy.

57% of companies in 2014

expect to devote more than

25% of their IT spending to

systems of engagement.

(Almost double the investment

one year ago.)

CONSIDER:

of smartphone users check anapp as soon as they wake up.

of U.S. adult smartphoneusers keep their phones

with them 22 hours per day.

The response time users expectfrom a company once they have

contacted them via social media.

of individuals are willingto trade their information for

a personalized offering.

of U.S. adults say they would notreturn to a business that lost their

personal, confidential information.

2x

57%

8IBM CONFIDENTIAL 2014

of upside potential in onlineretail sales if buyers trust more.

of Boomers agree.

as many people in 2013were willing to share their

geolocation data in return

for personalized offers compared

to the previous year.

$1T

2/3rds

84% 5mins.

4/5ths 80%

84%

70%

IBM Strategy

Enable “systems of engagement” for enterprises. And lead by example.

THEREFORE IBM IS:

We are enabling “systems of engagement” for

enterprises. And leading by example.

OUR POINT OF VIEW:

A systematic approach to

engagement isnow required.

Speed and

responsiveness

Personalize

interactions

Earn the

right through

security

8

6,000

companies acquired in mobile.

companies acquired in security.

69%year-to-year revenue

growth in Mobile.

year-to-year revenue growth

in Social Business.

25.

10security operation centers globally.

billion security eventsmonitored daily in 130 countries.

2,800+.

19%year-to-year revenue

growth in Security.

4,300+

IBM AS AN EXAMPLE

Gartner positions IBM as a leader in

its Magic Quadrant for Social

Software in the Workplace.

IBM Social and Digital

Analytics applies behavioral

sciences and analytics,

supported by IBM GBS.

Top banks globally use IBM

Security Solutions—7 of the

top 10 in the US, 9 of the top 10 in

UK and 2 of the top 4 in Australia.

60% of Fortune 100

companies are using IBM’s

social business solutions.

200,000

MARKET IMPACT

9

Sales Connect:

85% of sellers transitioned.

Client Collaboration Hubs:

30,000 IBMers collaborating.

Kenexa as a centerpiece

acquisition in social.

IBM CONFIDENTIAL 2014

INVESTMENT EXPERTISE

45%

INTELLECTUAL CAPITAL

15

12PORTFOLIO

3,000

patents in social, mobileand security. security labs globally

social business experts,including 200 behavioral scientists

security professionals.

mobile development and delivery

professionals—added more than

1,000 in 2013 alone.

social communities.

The double revolution of Mobile and Analytics sparks the Individual Enterprise

Systems of

Engagement

Systems of

Insight

Systems of

Records

Insightful Enterprise

Individual Enterprise

Integrated ecosystems

Insight at the point of engagement

Contextual actions in the moment

Functional Enterprise Situational Enterprise

Tablets, Phones,

and WearableDesktops

and LaptopsMainframes

and Minis

An

aly

tics

Mobile

IBM Institute for Business Value

Mobility is becoming a major business priority, with

numerous applications across the enterprise

Customer

Management

Finance

Management

Supply

Chain

Marketing

and Sales

Research &

Development

Talent

Management

Instant Expensing

Context-driven

interactions

Mo

bil

ity

Innovation

The four characteristics of the Individual EnterpriseHow to make it happen ?4 Critical Sucess Factors

Development

Engagement

Operations

Security

Development

Engagement

Operations

Security

IBM MobileFirst Portfolio

Platforms

Strategy

Data Analytics

Design and

Innovation

Cloud

Business

Solutions

Change

Management and

Operations

Project

Management

and Operations

Mobile

1. AgileNew ways of working - iterative, rapid and agile

2. MobileIntegrated mobile development

3. DedicatedConcentration of experience design, analytics

and strategy skills

4. InnovationHands-on innovations and demos

5. Co-locationWith clients and the best of IBM

Efficiently build, secure,

continuously improve and

operate mobile apps that make

a difference for customers or

employees

Cross-platform or native-only

Essential backend infrastructure for a mobile app

One platform, get it your way: cloud; on premise; iOS edition

Seamlessly secure and manage

your devices, applications,

content and transactions

Advanced mobile management

Secure productivity suite

Secure gateway access

Secure document sharing

Advanced threat protection and prevention

Understand, engage and

optimize mobile customer

interactions to maximize the

moments that matter most

Push notification and mobile campaign management

Mobile customer experience analytics, and digital analytics

Intelligent location detection

Mobile store and commerce

IBM MobileFirst Platform IBM MobileFirst Protect IBM ExperienceOne

IBM MobileFirst Portfolio

11

13

16

Market Basket

Loyalty

Lifestyle

Price Sensitivity

Purchases

Demographics

Preferences

Potential Spend

Interactions (incl. Digital)

Propensity to

Buy

Social Network

Shop Trip Type

Shop Trip Purpose

Attitudes

Locations

Ready to Buy

Customer

Market Basket

Loyalty

Lifestyle

Price Sensitivity

Purchases

Demographics

Preferences

Potential Spend

Interactions (incl. Digital)

Propensity to

Buy

Social Network

Shop Trip Type

Shop Trip Purpose

Attitudes

Locations

Ready to Buy

Customer

360°Customer View(1) Data Collection delivers an accurate view of customer transactions attitudes, opinions, and preferences

Compose Customer 360 View of Individual

(2) Analyze the Customer360 data to uncover insights

Elaborate Segmentation Models

Gain Actionable insights

Multi-Channel Distribution

Customer Experience Introducing new and integrate existing channels to respond

to changing markets

Interaction on web, email, social media, customer service, cash, smart phones, kiosks interface, store, ecommerce store, banners, ads etc...

Campaigns

Execute Marketing withing Optimized Offer Automate campaign creation & execution

Cross-channel campaigns

Intelligent multi-wave campaigns

Personalized content and offers

Triggered actions, follow-ups

Dashboards

Follow-up and Measure• Track and report results and efficiency

Customer Dialogue with IBM ExperienceOne

USE CASES

19

Augmented Reality for Planogram Compliance

2. Equip Employees with Modern Mobile TechnologiesEmpower employees with mobile app for greater productivity, customer service,

merchandising & supply chain management

Associates check availability

and locate products

Managers balance staffing with

customer traffic

Associates match customer

preferences with offers

Simplify operations and

support execution with speed

Pick & Pack

Sales Assist

THANK YOU

Laurent Boes

Disruptive Technologies Strategist

@laurentboes

laurent_boes@be.ibm.com

+32 2 339 53 21

Vincent Malarme

Retail & FMCG Industry Solutions

@vincentmalarme

Vincent_malarme@be.ibm.com

+32 475 29 42 43