Software Day 2013. Social Business and Commerce Strategy

1. Dave Thompson – ICS Executive, Middle East & Africa
Twitter: @DaveBThompson
eMail: thomdave@ae.ibm.com

2. Please note:
IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without
notice at IBM’s sole discretion.
Information regarding potential future products is intended to outline our general product direction and it
should not be relied on in making a purchasing decision.
The information mentioned regarding potential future products is not a commitment, promise, or legal
obligation to deliver any material, code or functionality. Information about potential future products may not
be incorporated into any contract. The development, release, and timing of any future features or
functionality described for our products remains at our sole discretion.
Performance is based on measurements and projections using standard IBM benchmarks in a controlled
environment. The actual throughput or performance that any user will experience will vary depending upon
many factors, including considerations such as the amount of multiprogramming in the user's job stream,
the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance
can be given that an individual user will achieve results similar to those stated here.

3. Success comes from creating and delivering exceptional experiences
Customers
5 20% 81%
Seconds to engage Larger order size when buying on Get product purchase
customers tablet advice
By 2014,
Employees 50% 1.3 87%
millennials Billion global mobile workers less likely to leave when
by 2015 highly engaged
Source: 1 ”When Seconds Count”, Aug 2010, Equation Research, 2 “Tablets: Ultimate Buying Machines”, Sept 28, 2011, Wall Street Journal, 3 Click Z, Jan 2010,
4 Millennials: “We R Who We R”, Feb 5, 2011, Millennial Marketing, 5 IDC, Worldwide Mobile Worker Population 2011-2015 Forecast, doc #232073, December 2011 6 Independent Study by The Corporate Executive Board, 2004

4. Delighting clients and better engaging employees generates more
successful business outcomes
Increase Visibility
Can increases website traffic by 145
million visits (6)
Improve Customer Service
Speeds up Product
Can achieve 5% reduction in
customer defection rate increasing
Development
profits by up to 68% (2) Can develop and bring new products
to market in 1/3 time (3)
Increases Sales
Can increase sales manager
revenue by 40% and improve Increases Marketing
efficiency by up to 50% (1) Can achieve 100% increase in
market exposure (4)
Maximizes Employee
Reduces Employee
Productivity
Turnover
Can retain the knowledge of seasonal
staff within the company, and thus Can reduce turnover, highly engaged
increase customer satisfaction in our employees are 87% less likely to leave
resorts (7) their organizations than highly
disengaged employees(5)
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 Cars.com Case study, Source 7 Robinson Club

5. Clients Present Exceptional Web Experience Successes
Includes:-
myCigna
InformationWeek recently named Cigna's customer online health care
cost and quality capabilities on myCigna.com one of the top ten
innovations of 2012. Learn how Cigna leverages IBM WebSphere® Jyske Bank
Portal to continually provide an exceptional web experience for their The Jyske Bank business and technical team leads will share how they
customers. achieved their goals to deliver modern, responsive web presences with
mobile services across more than twenty legacy banking web sites, with
reduced costs.
Slumberland Furniture
Horizon Healthcare Services With 125 stores across 12 states and a 14-person IT department,
Horizon leverages IBM WebSphere Portal to deliver a more personalized Slumberland recently implemented an Exceptional Work Experience –
experience empowering business users to seamlessly and quickly reach built with IBM Connections, IBM Web Content Manager, WebSphere
customers. Next up is integration with WebSphere Commerce, IBM Portal, and Genus Media Upshot - revamping its merchandising
Connections and IBM Worklight -- which will provide an exceptional, processes and socially enabling mission-critical applications, in their
collaborative marketplace at the forefront of healthcare in the future. employee portal.
Screen Images and Names not to be redistributed

7. IBM offers a full range of industry leading capabilities to meet the
requirements of any organization
Smarter Workforce Exceptional
IBM Employee Experience Suite
Customer Experience
Kenexa Talent Management Suite IBM Customer Experience Suite
Social Networking Social Analytics Social Content Social Integration
IBM Connections IBM Enterprise Content
IBM Social Analytics Suite IBM WebSphere Portal
IBM Notes & Domino Social Management
Edition IBM Web Content Manager
IBM Sametime
Deployment Options
IBM SmartCloud for Social Business Dedicated Private Cloud On Premises Hybrid

8. Entering 2013 with a Newly Refreshed Portfolio
IBM Customer Experience Suite V8.0 IBM Employee Experience Suite V8.0
Solutions
Foundation
IBM WebSphere Portal V8.0 IBM Web Experience Factory V8.0
IBM Web Content Manager V8.0 IBM Forms V8.0
Commerce Social ECM Analytics EMM Collaboration BPM
Seamless, Integrated Social Insight with Instrumented Web Analytics
Community Pages for delivering IBM Connections applications Analytic Overlays for at-a-glance, real-time, graphical data from
seamlessly and in context, to individual web users/roles IBM Coremetrics directly within the web experience
OpenID support for single-sign via Facebook, Google, etc.
Highlights
Craft Web Experiences in Minutes
Updated Content Template Catalog helps business and web
Social Media Publishing Made Simple developers jump-start web experience creation using an array pre-
WCM Social Media Publisher enables LOB crafting & publishing to
built popular web experience page templates
Facebook, Twitter, LinkedIn & IBM Connections simultaneously a snap New Home Page helps authors quickly and easily create new
Provides analysis of impact (tracks Like, Shares, Comments)
content, navigate to and access their favorite items & projects
Go with Mobile/Smartphone Experiences Deploy More In Less Time
IBM WebSphere Mobile Portal Experience theme for ease in New Web Web Experience Patterns for IBM PureApplication
delivering web applictions to iPhones, Android and Blackberries System dramatically simplify deployment, ensure scalability and
New IBM Worklight entitlement extends web applications to the App continually optimize the performance of web applications at a
Store with hybrid mobile web applications fraction of traditional IT economics

9. Leaders choose IBM based our track record
Over Over
8,000 1 in 6 300 Positioned in Leaders
Proven people globally are a named million named users from
Quadrant for Horizontal
Internet and Portals* by Gartner
Expertise customer-facing user in WebSphere Portal top customers
internet customers
Global
6 of top 13 of top 12 4 of top 500+
10 20 6
Clients of the
Healthcare Government
banks retailers largest telcos
companies 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

10. Leaders in every industry are creating Exceptional Web Experiences

11. Exceptional Web Experience Award Winners 2012
... let us help you get on the list this year!
Wells Fargo Blue Cross Blue Staples
Shield of Tennessee
2012 Intranet Design Award
Retirement Site Dashboard The “HUB” Employee Site
Online Advertising and Marketing Nng 2012 Intranet Design
BlueAccess Member Portal
Award Winner Award Winner
Web Marketing Association Award
Outstanding Achievement in Web
Development
Cigna BMO CEMEX
2012 Consellation Supernova Award
Top IT Innovator by InformationWeek 500 #1 Overall Customer Experience
Constellation Research
Online Banking SuperNova Award Winner
Cigna Insurance Member Portal 2012 Keynote Systems - Ranked #1 in
InformationWeek Top Ten Technology “Future of Work” for Employee
Overall Customer Experience Portal
Innovations Award Winner
triglav Saudi Arabia
Ministry of Communication & IT
2012 WEBSI Award
Digital Excellence Award
2012 WEBSI Online Champion Digital Excellence Award, Ministry
Award - B2B & B2C of Communication & Information
Technology- Saudi Arabia

12. Social Portal is essential for business success
Promote single brand &
Enable collaboration communicate through
within and outside the high impact multi-channel
company strategy
Link customer to in
context information for Provide greater sense of
cross sell Revenue employee satisfaction
Competitive Global Glue
Generation Advantage
Smarter Commerce
Provide contextual Social Front End of Business
value Transformation
Provide dynamic role
Flexible applications based user experience
assembly by leverage
technology investments
Publish personalized
Operating Productivity content to the right roles
Efficiency Enhancements on the right devices at the
Simplify & standardize, right time
reduce complicity
Time to Value
Reduce costs with self Putting the power back in the
service model hands of the LOB

13. Integrating seamlessly with existing technology and providing secure multi-
channel/mobile delivery
Employees
Customers
Internal Lines of Business
Applications
Personalized
Role Based
Multi-channel Delivery
Contextual
Content
Contact Center
Cloud Enterprise Wide
360 Degree view
Collaboration B2B Solution
Capabilities
Smarter Workforce
Consumer
Applications Self Service
Dynamic
Secure

14. Omron: Unlocking operational efficiency by delivering an integrated and social intranet
Increases productivity
Enables employees to locate product and technology expertise, share customer
information, easily publish content and tag information for rapid retrieval
Enables sales to share customer information
Helps ensure that sales teams can share common information on
customers, such as leads, purchases and locations, resulting in a
more unified sales effort

15. Exceptional Web Experience Suites: Engaging customers and employees on their
terms

16. Differentiated: IBM Connections
Leading by creating a new world of possibilities
© 2012 IBM Corporation

17. Differentiated: IBM Notes and Domino Next
Empowering today’s workforce
© 2012 IBM Corporation

18. Legal Disclaimer
• © IBM Corporation 2012. All Rights Reserved.
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depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed.
Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
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19. Smarter Commerce – Create an Exceptional
Customer Experience
David Thompson | ICS Executive, Middle East & Africa
Twitter: @DaveBThompson
eMail: thomdave@ae.ibm.com