Cloud computing, social media, technology and executive mba class niu - december 8, 2012

Customer Engagement:Change is in the Clouds

Agenda

• Change In The Newso Holiday Shopperso Big Datao Mobile Consumerso Mobile Growingo Experience ala Digitalo Multi-channelo Changing Media

o faster and faster and faster

• 20 x 20 on Why

Cyber Monday sales finish strong

Americans may have been shopping online all weekend, but they went out with a bang Monday.

Online retailers had their biggest day ever on Cyber Monday as holiday shoppers drove sales up 30% vs. the same day last year, says IBM Smarter Commerce, which tracks Web sales at 500 top online retailers.

Big Data, Big Questions at SearsGoals• Shop You Way Rewards

• Improving Customer Loyalty

• Know what they bought currently and in past

• Give them an intensely relevant offer

• Personalization at scale

• Marketing Analysis used to take 6 weeks

• MetaScale Hadoop process can do it weekly

• Huge datasets - keep it all in one place

Multi-Channel PersonalizationExecuting on cross-channel consistency will prove challenging, as retailers continue to grapple with siloed business processes and a plethora of disparate applications. Most challenging are product-centric organizational structures that are no longer suitable for today's customer-centric approach, which should take full account of customers shopping across current and emerging touchpoints.

Improving Customer Experience

LinkedIn - There seems to be a common misconception that improving your organization’s Customer Experience will cost more money. This is not the case, in fact the opposite. Improving your Customer Experience saves money. Let me give you some examples.

Social Media Will Play a Crucial Role in the Reinvention of BusinessCorporations, for the most part, aren't going to reinvent themselves by improving on the core competencies they've been honing for years. Instead, if they're going to change, they're going to do so from the outside in, allowing ideas from the edge of the company to penetrate to the core. Social media will be a part of that transformation.

Mobile Consumers

Holiday Shoppers – 4 Out Of 5 Smartphone Owners Use Device To Shop

Mobile Search

Mobile Apps

Macy’s makes mobile integral part of Black Friday strategy to drive in-store salesMacy’s is enhancing its iPhone mobile application to help customers browse and shop for Black Friday specials specific to their local store.The enhancements will make their debut on Nov. 15 with the goal of turning iOS devices into digital tools to help customers plan their shopping in advance of Black Friday, traditionally one of the busiest shopping days of the year. The new features include being able to view Black Friday specials, create shopping lists and locate where a special can be found in a local store.

Business Cloud: The State of Play Shifts Rapidly

Business is increasingly “calling the shots” for Cloud adoption

An incremental approach has enabled increasing Cloud maturity

Cloud is clearly the default for new applications

IT and the business are aligned on the importance of cost-reduction drivers

Cloud is now owned right across the business

Starting a Business?

Start a Business Cloud

Mobile Growth

Shift Happens

With over 1 billion users on Facebook

Social Media Video 2013

Years Months

DaysWeeks

Hours Minutes

Seconds

Humans: The Ultimate Network of Networks

Then vs. Now

1995 2010

Personal Computer

Internet Access

Portable Music Internet Access

Gaming System Mobile Phone

Digital NativeDigital

Immigrants

1995 ~ 2010 ~ 2025 ~ 2040 ~ 2045

=1000 x 1000 x 1000 x

1000 =

1,000,000,000,000=

1 Trillion More Things

SimME?

We need to get good at believing the impossible

Law of Accelerating

Returns

In 2045, $1000 buys a computer a billion times more powerful than all human brains today.

How many of you can do long division WITHOUT a pencil?