Global Business Services – Strategy & Analytics Social © 2013 IBM Corporation Global Business Services © 2013 IBM Corporation Global Business Services AGENDA Welcome Compelling reasons & Introductions To act 1 UX Perspective Entry points & Creative Preview 2 Transformation SolutionsPerspective: portfolio w3.ibm.com 3 Roadmap How to engage Discussion 4 5 Client examples Requirements Assessment 3 © 2013 IBM Corporation Global Business Services 4 © 2013 IBM Corporation Global Business Services The use of digital, mobile and social media is transforming the way business and consumers interact causing a seismic shift in the way business is done • Employees: are using social media in all facets of their lives, including work • Customers: are leading the conversations that define brands • Partners: are interacting to accelerate business value • Organizations: are crowd-sourcing ideas to bring new solutions to market …this shift is enabled by technology enabled social interactions Mainframe Departmental PCs Internet Social ©2011 IBM Corporation © 2013 IBM Corporation Global Business Services EMPOWERED CUSTOMER PUT BUSINESSES TO THE TEST 86% use multiple channels 61% 78% of consumers trust peer recommendations trust friends’ reviews more than experts’ 4 in 10 Smart phone users search for an item in a store 75% do not believe companies tell the truth in ads 58% are more priceconscious today than they were a year ago 6 80% of CEOs think they deliver a superior customer experience 8% of their customers agree © 2013 IBM Corporation Global Business Services 7 © 2013 IBM Corporation Global Business Services AGENDA Welcome Compelling reasons & Introductions To act 1 UX Perspective Entry points & Creative Preview 22 Transformation Perspective: Solutions w3.ibm.com 3 Roadmap How to engage Discussion 4 Requirements Client examples Assessment 5 Discuss Final Presentation 8 © 2013 IBM Corporation Global Business Services SOCIAL BUSINESS OFFERING Aligned with Front Office Transformation Buyer Aligned Offerings Workforce & Internal Marketing & Sales Customer Service Social Business Strategy Advisory Competencies Change Management (Governance, Culture, Training, Adoption) Social Intelligence Transformation Social Collaboration Social Platform Enablement Enablement 9 © 2013 IBM Corporation Global Business Services SOCIAL BUSINESS PLATFORM AND SOLUTIONS 1 0 © 2013 IBM Corporation Global Business Services The Social Business Offering includes components addressing four stages of implementing a Social Business Strategy Build Integrate Roadmap Business Case Vision Enable Optimize Adopt Analyze Insight Deploy Communicate Train Enhance Leverage © 2013 IBM Corporation Global Business Services Strategy and Welcome Solutions portfolio & Introductions 1 UX Perspective Entry points & Creative Preview 2 Transformation Perspective: Solutions portfolio w3.ibm.com 3 Roadmap How to engage Discussion 4 5 Requirements Assessment Client examples 12 © 2013 IBM Corporation Global Business Services Social Business A word on AGENDA A A Align Organizational Goals & Culture G G Gain Social Trust E E Engage through Experiences N N Network Your Business Processes D D Design for Reputation & Risk Management A A Analyze Your Data © 2013 IBM Corporation Global Business Services Strategy and Welcome Solutions portfolio & Introductions 1 UX Perspective Entry points & Creative Preview 2 Transformation Perspective: w3.ibm.com Solutions portfolio 3 Roadmap How to engage Discussion 4 5 Requirements Assessment Client examples 1 4 © 2013 IBM Corporation Global Business Services BOSCH Enterprise social for a connected, collaborative, and entrepreneurial global workforce The need: Bosch needed to drive social at an enterprise level to a) connect its global workforce for networked communication and collaboration, b) provide access and visibility to skills, knowledge, and ideas internally and externally as a method to create new business opportunities, c) become more entrepreneurial, flexible, leaner and efficient, and d) integrate its diverse working environments and cultures. Client: The Bosch Group is a leading global supplier of technology and services with € 52Bn sales and 305,000 employees. IBM Revenue: The solution: Bosch launched an Enabling Enterprise 2.0 project to govern and drive the adoption of BOSCH.Connect (Connections platform) throughout the company. IBM GBS was engaged to roll out the initiative across the globe and was selected as a trusted partner based on IBM’s deep Social Business consulting practice, technical know-how, and diversified and global presence. The benefits: 1 5 € 1.2M Solution Capabilities: Digital Front Office Service Offering: Social Business Strategy, Social Business Process / Governance / Culture Further to the consulting services, IBM is now leveraging its development and research capabilities around collaborative and social platforms and partnering with Bosch on leading edge research projects such as the ongoing Smart Social Q&A for BOSCH.Connect. © 2013 IBM Corporation Global Business Services Jam Visualization Analytics @ large global bank Client: Barclays Bank PLC is a UK based financial services group serving 25 million customers and employing 118,000 people in 60+ countries. Visualization provides rapid and actionable insight for large datasets including those generated in online forums, discussions and Jams Explore JAM corpus with demographic queries/ filters Topic and sentiment analysis Dashboards for viewing the snippet results IBM Pipeline: ~$ 47M Solution Capabilities: Social Intelligence, Social Networks, Social Portal Service Offering: Social Business Strategy, Social Workforce, Social Customer Care, Social Sales & Marketing What are the top clusters of the Jam/forum? What are the top topics of each cluster? What is the context of each topic? 1 6 What are the top keywords mentioned in posts? What are the topics of the posts and the key themes? What concepts co-occur with and help explain the top themes? What is the sentiment of the key themes? Eli Lilly RWE KM Workshop © 2013 IBM Corporation Global Business Services Retailier at Brazil hired IBM to develop their Social Media strategy Business Scenario: Although the company had already some Social presence, the engagement with their followers was low and the brand position was not smooth across the different channels. The customer care through the social network was also available, but without integration with the other channels, affecting the customer experience. Current situation, communication efficiency and customer care, global benchmarking .q Facebook Talking about/Likes Walmart Brasil Fast Shop Challenge Magazine Luiza eBay Ponto Frio Sephora Best Buy Amazon How to better explore the social media potential to improve the customer relationship, adding value in each interaction , monetizing each contact with the client.. 5% 10% 15% 20% 25% 30% Roadmap de iniciativas necessárias para estar inserido de forma consistente nas redes sociais. IBM Solution: 0% Using the following methodology: Benchmarking of current situation with the market Customer and Employees social behaviour analysis Local market analysis Content Management processes , customer interaction and campaigns in the social media Roadmap with the action plan to be more SOCIAL oriented © 2013 IBM Corporation Global Business Services Strategy and Welcome Solutions portfolio & Introductions 1 UX Perspective Entry points & Creative Preview 2 Transformation Perspective: Solutions portfolio w3.ibm.com 3 Roadmap How to engage Discussion 4 5 Requirements Assessment Client examples 1 8 © 2013 IBM Corporation Global Business Services IT IS A JOURNEY The Pipeline Delivery Strategy Focus on the next social capabilities – bold ideas Awareness Understanding What ‘social business’ means to IBM and our clients How to listen to what your clients are saying and recognize the ‘social business’ opportunity Approaching a social business engagement and engaging the right IBM resources The transformation and growth begins 1 9 © 2013 IBM Corporation Global Business Services IBM’s Journey to becoming a Social Business 400,000+ employees in over 200 countries 50% workforce has less than 5 years of service 71% of employee population is outside of the US Social Business 2008 and beyond 50% of employees Social Networking work remotely, not from a traditional office 2004 Collaboration 2000 Mobile Office 1990s Traditional Office 1980s © 2013 IBM Corporation Global Business Services Strategy and Welcome Solutions portfolio & Introductions 1 UX Perspective Entry points & Creative Preview 2 Transformation Perspective: Solutions portfolio w3.ibm.com 3 Roadmap How to engage Discussion 4 5 Requirements Assessment Client examples 2 1 © 2013 IBM Corporation Global Business Services Questions? 22 © 2013 IBM Corporation