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Presentation given by Mitch Lieberman, VP of Market Strategy for Sword Ciboodle, and Chae An, VP of Industry Solutions for FSS for IBM.Date: Friday 15th JuneLocation: Beyond the Ivy Rooftop, Wrigleyville
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© 2009 IBM Corporation
Welcome from IBM and Sword Ciboodle
© 2010 IBM Corporation
SwordCiboodle and IBM
The State of Customer ServiceMitch Lieberman
VP Market StrategyJune 15, 2012
© 2010 IBM Corporation
SwordCiboodle and IBM
© 2010 IBM Corporation
SwordCiboodle and IBM
© 2010 IBM Corporation
SwordCiboodle and IBM
Sword Ciboodle and IBM Chae An
VP, Financial Services, IBM Software GroupJune 15, 2012
© 2010 IBM Corporation
SwordCiboodle and IBM
6
Source: 2012 IBM CEO STUDY, IBM Institute for Business Value
Key sources of sustained economic value
Human capital
Customer relationships
Products / services innovation
Brand(s)
Business model innovation
Technology
Partnership networks
Data access / data-driven insights
R&D, intellectual property
Price / revenue innovation
Assets (physical, infrastructure)
Corporate social responsibility
Access to raw materials
71%71%
Where the global CEOs view as sources of sustained economic value
66%66%
52%52%
43%43%
33%33%
30%30%
28%28%
25%25%
22%22%
19%19%
15%15%
13%13%
8%8%
© 2010 IBM Corporation
SwordCiboodle and IBM
7
Drawing insight from information – Areas of improvement
Customers
Operations
Sales
Markets and competitors
Human resources
Supply chain
Risk management
Financials
73%73%
50%50%
49%49%
44%44%
43%43%
40%40%
38%38%
32%32%
CEOs identify customer insights as the most critical investment area
“Convenience for customers is new to the insurance industry, we are behind other industries here.”
P&C insurer, the Netherlands
“We are turning sharply to the direction of customer orientation, which is achieving good results.”
All-lines insurer, Japan
Source: 2012 IBM CEO STUDY, IBM Institute for Business Value
© 2010 IBM Corporation
SwordCiboodle and IBM
IBM Insurance Solutions are designed to localize decision making on globally consistent platforms and applications
IBM Insurance Industry Framework is the foundation for IBM Insurance Solutions; it includes an insurance reference architecture, reusable models (process, service, data) & solution accelerators…all built on top of IBM’s software & systems platform.
© 2010 IBM Corporation
SwordCiboodle and IBM
IBM PureSystems… “integration by design”
ServersStorage
Networking
Virtualization
Management
Development
Middleware
DeploymentApplications
Optimizes the complete solution stack
• All hardware and software components factory integrated and optimized
• Single point of unified lifecycle management
• Integrated monitoring & maintenance
• Integrated and elastic application and data runtimes
• Application patterns allocate system resources for optimal performance, security and reliability
• Fully virtualized and built for cloud
• Storage tuned to data needs
• Integrated Security
© 2010 IBM Corporation
SwordCiboodle and IBM
Complete, Ready-to-Go Systems• Pre-integrated, up and running in <4 hours
• Pre-optimized for enterprise application workloads
Simplify Ongoing Tasks• Single point of platform and application
management
• Repeatable self service application provisioning
Built for Cloud• “Platform as a Service”
• Elastic application runtimes
Complete, Ready-to-Go Systems• Pre-integrated, up and running in <4 hours
• Pre-optimized for enterprise application workloads
Simplify Ongoing Tasks• Single point of platform and application
management
• Repeatable self service application provisioning
Built for Cloud• “Platform as a Service”
• Elastic application runtimes
Best practice, pattern-based
Manual, brittle
Policy based elasticity, single view
OS, runtime,resources
Manual optimizations on-site Pre-optimized by experts
Deploy
Manage
Optimize
IBM Insurance Solutions with SwordCiboodle are powered by Expert Integrated SystemsSystems with integrated expertise that combine the flexibility of a general purpose system, the elasticity of cloud and the simplicity of an appliance tuned to the workload.
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