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IBM Competitive Project Office
© 2014 IBM Corporation
IBM Collaborations Solutions
Delivering an Exceptional Digital Experience for Colleagues and
Customers
Introduction
© 2014 IBM CorporationIBM Competitive Project Office 2
Thanks for coming today !
Your IBM team welcomes youCopies of today’s presentations will be available
for download after the briefing
Welcome and Introductions
© 2014 IBM CorporationIBM Competitive Project Office 3
Source: IBM Global CEO 2012 study that is the largest known sample of senior executives
Of all the external forces
that could impact their
organizations over the
next three to five years,
CEOs now see
technology change as
the most critical
Much can be credited to
the rise of Web 2.0 and
pervasive Social Media:
• 2004: First Web 2.0
conference; Facebook
launches
• 2006: Facebook opens
to all; Twitter launches
CEOs Priorities Change as the Economy Recovers
and Social Technology Grows
© 2014 IBM CorporationIBM Competitive Project Office 4
Source: 2012 IBM Global CEO and 2010 CHRO studies
CHROs in these organizations
are 57% more likely to
encourage their people to use
social and collaborative tools to
work more effectively with
complex problems
CEOs see the top three keys to
sustained economic value as
Human Capital 71%, Customer
Relationships 66%, and
Product/Service Innovation 52%
What do Standout Organizations Value in the New
Environment?
© 2014 IBM CorporationIBM Competitive Project Office 5
81%received product purchase
advice from friends and
followers through a social site
By 2014, 50% of all
employed people will be
Millennials
5 seconds:Time to engage customer before
they leave web site
and 30% of customers leave.
40% don’t returnThe global mobile worker
population will increase to
1.3 billion in 2015
Customers buying on
tablet computers have
2% higher conversion rates and
20% larger order size
Highly engaged employees are
87% less likely to leave their
organizations than highly
disengaged employees
Exceptional Web Experiences for Customers and
Employees are Critical to Success
© 2014 IBM CorporationIBM Competitive Project Office 6
Many Companies See the Wide-Ranging Potential of
Social Technologies
Improve Customer Service
Can achieve 5% reduction in customer defection rate increasing profits by up to 68% (2)
Speeds up Product
DevelopmentCan develop and bring new products to market in 1/3 time (3)
Increases Sales
Can increase sales manager revenue by 40% and improve efficiency by up to 50% (1)
Increases Marketing
Effectiveness
Can achieve 100% increase in
market exposure (4)
Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study
Source 5:Independent Study by The Corporate Executive Board, 2004, Source 6 Robinson Club
Maximizes Employee
Productivity
Can retain the knowledge of seasonal staff within the company, and thus increase customer satisfaction in our resorts (6)
Reduces Employee
Turnover
Can reduce turnover, highly engaged
employees are 87% less likely to leave
their organizations than highly
disengaged employees(5)
© 2014 IBM CorporationIBM Competitive Project Office 7
IBM Social Technologies Drive Growth and Cost
Reduction for These Customers
Exceptional
Didgtal
ExperiencesService &
SupportLine of
Business
MarketingGovernment
Human
Resources
IT
Double unique visitors
Slashed site maintenance time/costs
LOB manage/develop content
Enhance citizen experience
Increased customer satisfaction40% faster implementation 80% less cost than estimatedDouble online self-service transactions
85% conversion rate
50% increase in member daily logins
62% didn't need to call
13 % of traffic via mobile devices
100% improved exposure Deploy new sites 40% faster Reaching new markets with
Social Media mini-sites
$12 M increased productivity for managers 1-3 hrs saved weekly for sellers Over $90M increased productivity overall
157 participating hospitals saved an estimated 24,800 lives Reduced healthcare spending by USD 2.85 billion
© 2014 IBM CorporationIBM Competitive Project Office 8
Our Customers Choose IBM Based on a Track
Record of Leadership• Over 8,000 customers with intranets and
customer-facing internet applications
• 1 in 6 people worldwide with internet access is a
named user in a WebSphere Portal
• Over 300 million named users in our top
customers alone
• Gartner positions IBM in the leaders quadrant for
Horizontal Portals*
• Global clients include:
6 of top 10 banks
13 of top 20 Retailers
12 of the largest Telcos
4 out of top 6 Healthcare companies
500+ Government agencies
* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology
users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
© 2014 IBM CorporationIBM Competitive Project Office 9
Introducing Renovations, Inc.
• Commercial property developer
• In 2013 they are developing new property concept – shopping and entertainment venues in the same complex
• Project teams will have to work across a large number of departments
• Business partners will have to be integrated with those teams
• Many employees will be working remotely
George Bandini
Renovations, Inc. CEO
We will illustrate key points using a fictional company
“Our employees and their expertise are our most valuable assets”
© 2014 IBM CorporationIBM Competitive Project Office 10
Renovations, Inc. has Established its Goals for the
Year. They are Defined from Four Perspectives
Workforce Process Customer Financial
Leveraging new
technology, adopting
new approaches,
acquiring new skills
Becoming more efficient
and generating better
results working together,
as organization
Developing products,
services, and improving
customer satisfaction
Creating shareholder /
stakeholder value
Skilled,
knowledgeable
and productive
employees
Ability to attract,
retain top talent
More efficient
ways of
performing
work
Competitively
superior,
innovative
products
Improved sales
revenue
Lower cost
Increased
profits /
earnings
Delighted,
repeat
customers
+
=
© 2014 IBM CorporationIBM Competitive Project Office 11
We all Share Goals like Customer Satisfaction,
Lower Costs, and Greater Productivity
Increase Employee
Productivity
Improve Employee Retention
Improve Employee
Morale
Workforce Process Customer Financial
Lower Operational
Costs
Improve Time-To-Market
Improve Project
Management
Improve Business
Relationships
Improve Customer
Satisfaction
Increase Kiosk Advertising
Revenue
Increase Revenue Per Square Foot
Improved sales
revenue
Lower cost
Increased
profits /
earnings
© 2014 IBM CorporationIBM Competitive Project Office 12
IT Will Make A Substantial Contribution To Help The
Business Reach Its Goals
Madison Armond, Renovations, Inc. CIO
We need to develop a 3-year
IT strategic roadmap to meet
the business goals of the
company, can you help with
that?
Dan Misawa, IBM Representative
IBM can help with that. By
leveraging social technologies,
Renovations, Inc. can drive
performance in each of those
areas.
© 2014 IBM CorporationIBM Competitive Project Office 13
Renovations’ Business Objectives will be Achieved
Using a Number of IT Initiatives
Time
Utilize
Kenexa for
hiring
Phase 1:
Workforce GoalsPhase 2:
Process Goals
Phase 3:
Customer Goals
Install
Sametime
Deploy
Connections
Acquire
SmartCloud
Run Customer
Experience
Suite
Rollout
Notes Social
Edition
Note: This deployment roadmap is merely an example for Renovations Inc. Not all products
may be required by your organization or you may implement them in a different order
© 2014 IBM CorporationIBM Competitive Project Office 14
Workforce: Energize Life’s Work
• Improve productivity, morale, and retention with social computing
• Provide tools for mobile employees that enable them to be as productive as office employees
Process: Empower Your Employees With Social Technologies
• Reduce costs, eliminate duplicate efforts by discovering, sharing, and applying the right expertise and
information when needed
• Improve efficiency by simplifying the way people interact and enabling cross-boundary networks of
individuals to form quickly and solve problems
Process: Gain Competitive Advantage And Foster Better Business Relationships
• Lower operational costs and improve time-to-market with more efficient processes
• Reduce partner/vendor cycle-time with collaborative web-based document authoring, online meetings
and other cloud technologies
• Reduce the cost and effort that would be required to manage on premises infrastructure
Customer: Create Exceptional Digital Experiences for Customers
• Drive revenue and increase brand loyalty while lowering costs with an enhanced customer experience
• Improve customer satisfaction and reduce costs with online self-service,
Social Technologies Will Help Renovations, Inc. Hit Its Targets
© 2014 IBM CorporationIBM Competitive Project Office 15
We Will Have Live Demonstrations Of The Results
Of Renovations, Inc.’s Initiatives
Thinkpad w520
Mobile Device
IBM
SmartCloud for
Social Business
Microsoft Office
365
VMware Workstation 7
IBM
Co
nn
ect
ion
s
IBM
Cu
sto
mer
Exp
eri
en
ce S
uite
IBM
Mo
bile
Po
rtal A
ccele
rato
r
Mic
roso
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hare
Po
int
Lotu
s N
ote
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Sym
ph
on
y
Virtual Machines
© 2014 IBM CorporationIBM Competitive Project Office 16
1:10 – 1:40 Introduction: Delivering an Exceptional Digital Experience for Colleagues and Customers
1:40 – 2:45 Energizing Work for Employees
2:45 – 3:00 Session summary
3:00 – 3:15 Coffee/Tea Break
3:15 – 4:00 Staying Connected with Partners
4:00 – 4:50 Create Exceptional Digital Experiences for Customers
4:50 – 5:20 Conclusion: Start Leading Today
5:20 – 5:35 Session summary and Q&A
Agenda