Achieving Engaging and Differentiated Digital Experiences for Better Business Results

Welcome to Anaheim and

IBM Digital Experience 2014

Please Note

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without

notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our

general product direction and it should not be relied on in making a purchasing decision.

The information mentioned regarding potential future products is not a commitment, promise, or legal

obligation to deliver any material, code or functionality. Information about potential future products may not

be incorporated into any contract. The development, release, and timing of any future features or

functionality described for our products remains at our sole discretion

Performance is based on measurements and projections using standard IBM benchmarks in a

controlled environment. The actual throughput or performance that any user will experience will vary

depending upon many factors, including considerations such as the amount of multiprogramming in the

user’s job stream, the I/O configuration, the storage configuration, and the workload processed.

Therefore, no assurance can be given that an individual user will achieve results similar to those stated

here.

AGENDA


Revamp Your Digital Experience Technology Strategy

Stephen Powers Vice President, Research Director serving Application Development & Delivery

Doug Geiger

Vice President, Digital Experience & Mobile Development, IBM

IBM Exceptional Digital Experience Demo

Nicole Carrier

Program Director and Chief Strategist,

Exceptional Digital Experience Software

Rob Enright

Software Strategist, Exceptional Digital

Experience Software

Gary Dolsen

Vice President, Digital Experience Software, IBM

© 2014 IBM Corporation

98% of MOBILE users move between devices the same day

84% of businesses today are using web ANALYTICS

VIDEOs on landing pages increase conversion by 86%

81% of purchasers get advice from their SOCIAL NETWORK

60% of CIOs indicate that Cloud is their Top Priority

A perfect storm of computing trends

gives IT the chance to be strategic

IT Imperatives for the next 3 years

Customer Centricity

Flexibility


Customer Centricity

Evoke emotion

Use mobile effectively

Align IT with the business

Gary’s T-chart for living in the mountains

It’s beautiful 40” of snow at a time 115° temp range / year Fires & floods Mountain lions & bears Less oxygen

Pros Cons

Familiarity Joy High value => Emotion

90% use multiple screens sequentially to accomplish a task over time

98% move between devices that same day

4.55 billion smartphone users in 2014

It is more important than ever that the CMO & CIO speak the same language

Bridge the gap

I need it quickly.

I need it to be engaging.

I need it to be flexible over time.

I need it to adapt to the market.

I need it to give me insights. I need it to deliver value every day.

I need it to scale as fast as we do.

I need it to be five 9s & low latency.

I need it to be secure.

I need it to work with current

IT assets.

I need it to be natively mobile,

social, and cloud-ready.


On average, marketing and IT think they are aligned…

People Process Technology

Marketing IT

5- Strongly

agree

3- Neutral

1- Strongly

disagree

3.06 3.35

3.72 3.37

3.65 3.50

Base: 185 IT leaders & 118 marketing leaders in large corporations

Source: The CMO And CIO Must Accelerate On Their Path To Better Collaboration, Forrester Research, Inc., October 31, 2013


But are they? Bridging the strategic priority chasm is a must for collaboration and

growth

“How well can you communicate each other’s priorities?”

49% 68%

IT

Marketing

Base: 185 IT leaders & 118 marketing leaders in large corporations

Source: The CMO And CIO Must Accelerate On Their Path To Better Collaboration, Forrester Research, Inc., October 31, 2013


How do you create a common understanding?

Understand Engage

Optimize

Partners

Employees

Citizens

Consumers

Customer experience is driving shareholder value

Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013

Evoke emotion

Use mobile effectively

Align IT with the business

And that is what we are seeing from leaders such as our customers…

delivered by excellence from our partners

Delivers personalized content to engage & retain employees

Intelligent Community of the Year!

Improving communication with policy holders, claimants & agents


IBM currently a Leader in

EVERY capability area

supporting

Digital Experiences

for Employee AND

Client Engagement

Experiences


Customer Centricity

Flexibility


Doug Geiger

VP Digital Experience & Mobile Development, IBM

© 2014 IBM Corporation IBM Web Experiences - © 2012 IBM Corporation

Product & Service Content

Marketing Content

Social Content

Online Product & Service

Delivery Self-service problem

resolution

Dealer, franchise, store,

distributor & branch support

Contact Center support

Registration & profile

management

Bill Presentment & Payment

Loyalty Programs

Performance Bike Children’s Medical Center Dallas

Bharti Airtel Bank of Montreal Cars.com

Prudential Financial AMP

H-d NET

Content Delivery Self Service

Delivery Account

Management Customer

Contact Support

Digital experience takes many forms


Building exceptional digital experiences requires

addressing the needs of multiple stakeholders

Marketing Manager

Creating and managing content

that is personalized and

optimized

Web Developer

Developing and seamlessly

integrating applications and

content

IT Operations Manager

Deploying new function flexibly,

on premise and on public cloud


We provide more options for the line of business to

deliver and manage compelling content

Site authoring toolbar

Enriched rich text editing,

video streaming and site

analytics

Targeted and optimized

marketing campaigns


Multi-channel delivery with IBM Worklight integration

1

2

3

Further engage customers though

personalized mobile hybrid applications


IBM Mobile Preview for Digital Experience Software simplifies testing of mobile applications and content

New!

No device vendor emulators required!


Developers gain greater flexibility in application

development and integration

Digital Data Connector – easily infuse data

from external sources in context

Script Portlet – Use scripting skills to

build portlets

IBM Connections

Commerce/Sterling

CMIS

Search

BPM (task list)

Custom Feed Dig

ital

Dat

a C

on

ne

cto

r

Qu

ery

M

arku

p

Data DDC/ WCM Rendering

Digital Experience

HTML scripting

CSS preview


Check out the new digitalExperience Developer site for

samples, downloads, and best practices

New!

developer.ibm.com/digexp


New flexible options for deployment on cloud

Deploy in Minutes

Move Workloads as Needed

Automate setup of simple to complex digital

experience deployments according to best

practices

Speed up time to deployment while reducing

configuration/deployment errors

IBM Exceptional Digital

Experience Platform

Patterns

New!


Digital Experience v8.5 is available now


…and is the foundation for future continuous delivery

What this means for your business: • More agile delivery of new function

• Flexibility and choice over what features to use • Minimize disruption to use new features

– no more “traditional” migrations

Continuous Delivery


New Customer Upgrade Accelerator from IBM Software

Services

• Dramatically simplify and accelerate upgrade process

• Focus on deploying on new environments and building new capabilities rather than setting

up intermediate upgrade environments

• IBM will:

Validate source environment for upgrade readiness

Package artifacts from existing environment and upgrade to v8.5

Deploy upgraded configuration on new premises or SoftLayer environment within weeks

Schedule a complimentary consultation in Anaheim on Event Connect!

http://bit.ly/upgradeconsultation

New!

http://bit.ly/upgradeconsultation


It’s all about flexibility

1 Creating and managing content that is personalized and optimized

2 Developing and seamlessly integrating applications

3 Deploying new function flexibly, on premise and on public cloud


Lets see a demo

Nicole Carrier…. As the Marketing Manager

Program Director and Chief Strategist,

IBM Exceptional Digital Experience Software

Rob Enright…. As the Web Developer Software Strategist,

IBM Exceptional Digital Experience Software

Starring….

Revamp Your Digital Experience Technology Strategy

Stephen Powers Vice President, Research Director serving Application Development & Delivery

Making Leaders Successful

Every Day


Consumers use three connected devices


Information vs. business technology

Information Technology Business Technology

Desktop hardware and OS Mobile devices and operating

systems

General-purpose development

frameworks and platforms

Development frameworks for

multichannel experience delivery

Capacity utilization and bottleneck

reports

Customer analytics

Supply chain required for

manufacturing

Supply chain for fulfillment

Intranet platform, email, and

collaboration

Content management and delivery,

email campaign management, social

depth platforms


Source: Technology Management In The Age Of The Customer, October 10, 2013

A projected path for IT and BT budgets


1. Focus on the customer

lifecycle, not just acquisition


2. Re-examine the technology

supporting the customer lifecycle

Companies continue to prioritize investments

› April 2014 “The State Of Digital Experience Delivery, 2014”


But must rationalize overlapping technology

Identify products that will be prime on use cases


3. Don’t just manage your data;

leverage it

con·tex·tu·al·iz·a·tion \ˈkän-ˌteks-ch(ə-w)ə-lə-ˈzā-shən

noun

: A tailored, adaptive, and sometimes predictive digital

customer experience. •Contextualization combines and extends existing segmentation and

personalization techniques with in-the-moment details. This enables more-

dynamic, more-predictive experiences by processing explicit and implicit

user information.

Demographic Historical Situational


Predictive is the future


It’s OK to have data siloes


Leverage the

data at hand

© 2014 Forrester Research, Inc. Reproduction Prohibited 64 @sa_powers

It’s not about perfection…

It’s about gradual progression.

Thank you Stephen Powers

[email protected]

@sa_powers

mailto:[email protected]

It is going to be a great week!

Gary Dolsen

VP Digital Experience Software, IBM

Leaders choose IBM based on our track record

Proven

Expertise

Global

Clients

8,000 Internet and

customer-facing

internet customers

Over

65% Most influential CMOs use

IBM Social business

solutions

300 million named users

from top customers

Over IBM customer engagement

solutions are named

“Leader” in 13 major

analyst reports

85% Of Fortune 100

Global banks

6 of top 7

Retailers in US

9 of top 10

Automotive

Companies

5 of top 7

Global Insurance

Companies


22 Customer sessions this week!

Customer Time/

Location

BUS-S20

Superior Group

Pacific Ballroom

10:30 – 11:30

BUS-S01

Taco Bell

Pacific Ballroom

12:30 – 1:30

BUS-S23

Swift Transportation Carmel

12:30 – 1:30

BUS-S14

University of California

Pacific Ballroom

1:45 – 2:45

BUS-S16

Pacific Life

Pacific Ballroom

3:15 – 4:15

BUS-S15

Wells Fargo

Pacific Ballroom

4:30 – 5:30

Customer Time/

Location

BUS-S04

Fashion Institute of

Design & Merchandising

Pacific Ballroom

8:30 – 9:30

BUS-S13

Dominion Enterprises Pacific Ballroom

9:45 – 10:45

BUS-S19

Slumberland Carmel

9:45 – 10:45

BUS-S17

NewPage Pacific Ballroom

11:15 – 12:15

BUS-S22

Waterfront Toronto Pacific Ballroom

1:45 – 2:45

BUS-S18: Large Commercial

Insurance Organization

Pacific Ballroom

3:15 – 4:15

BUS-S21

BCBS Tennessee Malibu

3:15 – 4:15

BUS-S10: Regional

Municipality of York

Pacific Ballroom

4:30 – 5:30

BUS-S11

ISO Consultants Malibu

4:30 – 5:30

Customer Time/

Location

BUS-S12

Southern California

Edison

Pacific Ballroom

8:30 – 9:30

BUS-S09

Prudential Financial Pacific Ballroom

9:45 – 10:45

BUS-S02

TD Bank Malibu

9:45 – 10:45

BUS-S05

ANICO Pacific Ballroom

11:15 – 12:15

BUS-S08

KFC Pacific Ballroom

1:45 – 2:45

BUS-S03

Florida Blue Pacific Ballroom

3:15 – 4:15

BUS-S07

Cisco Pacific Ballroom

4:30 – 5:30

Monday, July 21 Tuesday, July 22 Wednesday, July 23

Additional information

• IBM Event Connect Portal at ibmeventconnect.com/xdx

• IBM Certification : Monday through Thursday at 1:00 p.m.

• Business Value Assessments :

Clinics are available Monday – Wednesday.

• Portal Upgrade Consultations : Contact Rich Rosetto

to schedule a consultation ([email protected] or 720-396-3997)

• Digital Experience Zone :

Monday through Wednesday 2:45 p.m. – 5:30 p.m.

• Meet the Architects Panel : Thursday, July 24 from 8:30 a.m. - 9:45 a.m


Thank you to our sponsors!

Achieving Engaging and Differentiated Digital Experiences for Better Business Results

Software

Transcript of Achieving Engaging and Differentiated Digital Experiences for Better Business Results