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http://ibm.com/interconnect Your Customer in Context Presented by Kevin Bishop, VP Enterprise Marketing Solutions, IBM
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Smarter Commerce: Your Customer in Context
Kevin Bishop, VP Enterprise Marketing Solutions
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
Lily Robinson – Age 3½
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
92% 39%
77%
of consumers trust earned media
think social will improve
forecasts
of B2B buyers put the most weight on what the people they know and trust
say about companies and products
#IBMINTERCONNECT Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010
Maximize the Moment
•4 #IBMINTERCONNECT
Maximize the Moment
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
You don’t know me.
You’re not connecting with me.
It’s too hard.
#IBMINTERCONNECT
“We can now identify and act
upon changes in individual
customer behavior and ensure
our communications are
timely and relevant to our
customer’s emerging needs.”
–Don MacDonald, Head of Group
Customer Analytics and Decisioning
#IBMINTERCONNECT
Offering
targeted
real-time
personalized
promotions
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
Understand Understand your customer
and their intentions
Connect Connect with your customers
and your value chain
Engage Engage at the right time
and place with the best action
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
FULLY ENGAGED CUSTOMERS
SPEND and RECOMMEND
3x 2x MORE
Customer Sat
1%
4.6%
Market Value Gain
=
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
Transforming Client Engagement
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
Transforming Client Engagement
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
#IBMINTERCONNECT
BIG DATA & ANALYTICS
#IBMINTERCONNECT
#IBMINTERCONNECT
MOBILE
#IBMINTERCONNECT
#IBMINTERCONNECT
SOCIAL
Aug 2013 Sept 2013
#IBMINTERCONNECT
#IBMINTERCONNECT
Cloud Suite C-Suite for the
#IBMINTERCONNECT
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
For every spent
were generated
$1 $12
© 2013 IBM Corporation
© 2013 IBM Corporation #IBMINTERCONNECT
#IBMINTERCONNECT
© 2013 IBM Corporation
Thank You
IBM Augmented Reality
Shopping Advisor
Experience Driven Business Model Innovation
Immersive Omni-Channel Experiences
9 8
8
9 8
8
Lowest
amount
of sugar
Any gallon
of milk - $0.99
till 18:30 today!
#IBMINTERCONNECT
© 2013 IBM Corporation
Thank You