E.20 stack for work and web experiences. Please contact me for details and soft copy. Thanks.

1. ®
IBM Customer Experience Suite:
la soluzione per deliverare work&web
experiences in FFSS & Retail 2.0
Web Multicanale, Social commerce, Real time analytics,
Business rules e CRM integrato

2. ®
IBM Industry Frameworks
2

3. ®
Internet trends 2010 2 Click
Morgan Stanley
Morgan Stanley
internet 2010
Web vs. Mobile Mail vs. Social posts
Morgan Stanley Research - 2010

4. ®
Esempio dinamiche italiane
Crescite social network 2009-2010
2.600.000
638.540
3.000.000
1.620.460
2.000.000
1.278.040
Source: ManyEyes – IBM / Vincos elaboration - 2010

5. ®
Le aziende funzionano fondendo
l’esterno con l’interno (anche sul web)

6. ®
Gli analisti chiamano queste soluzioni:
Persuasive content architecture

7. ®
IBM la chiama: Northstar Vision
La nuova filososifia: web e multicanale operativo, integrato, efficiente,
per la gestione di esperienze multicanale eccezionali.
IT, sales e marketing possono lavorare insieme.
Un’ unica piattaforma:
IBM Customer Experience Suite
Per progettare soluzioni integrate
rapide e flessibili, che garantiscono
piu’ efficienza, governo e
automazione in real-time
dei processi customer centred
multicanale.

8. ®
IBM la chiama: Better Marketing
Perche’ (3)
- Investments in physical channels and additional
staff are increasingly
1 - Customers MUST make their difficult and expensive.
- The Web is their face to their customers and the
Web work smarter to stay world, e.g. 77% of US
adults use the Web.
competitive.
- Compelling Web interactions keep customers and
partners coming back
2 - Customer and partner to their site.
- Exceptional Web experiences attract, satisfy, and
satisfaction is critical to keep retain customers and
partners.
Agility is required to keep Web content fresh,
market share. engaging, and relevant.
3 - They MUST be vigilant to - High-performing organizations need to analyze
Web site usage and user
interactions so they can iteratively tune their Web
sustain their differentiation. sites to improve the
customer experience.
Customer satisfaction and retention - Exceptional Web experience requires several
technologies interacting, to
analyze, improve, and further differentiate
is often driven by ongoing service themselves to their customers
and partners.
quality. - The results are worth the efforts. A better online
experience drives
improved loyalty and additional revenue.

9. ®
IBM la chiama: Crisp Benefits
Forrester Research, Inc has shown that exceptional Web
experiences can result in:
Streamlined and measured marketing flows for digital world
Leverage of technology to drive better results in classic marketing
scenarios
- 400% higher visit-to-lead conversions
- 200% higher visit-to-order conversions
- 41% lower page abandonments
- 16.6% more recommendations by customers for products and services
- 15.8% fewer customers lost to competitors
- 14.1% increase in repeat purchases by customers

10. ®
IBM Customer Experience Suite - Archiettura
Social Connectors
Real time 1to1
1 click registration & SSO infrastructure Web Analytics
(Facebook, Open ID...) Coremetrics, Unica
Social registration
profiling / permission
/ dynamic
Assemble & Collaborate & Cloud
Enterprise Deliver in/out Socialize in/out services
2.0 Layer
Portal, Content,
Commerce
Social, Mobile,
Touchpoint Integration
User management
Real time
Analytics
Infusion Portal, Content & Social and Cloud Collaboration
COBRA, Unica, Social Networks
SPSS, Cognos, Commerce 2.0 Real time Social Tools
Virtual Portals
ILOG ... 3rd parts
Web Content, Commerce
Collaboration Files
Surveys
Mobile Social Networks
Webconf
Role/Rule based Social Tools
etc.
Dynamic Personalization Teamwork
Enterprise Campaign, Targeting Real Time
Master Data Composite Mashups Chat/Call/Web me Cloud Portal
Rich Client Awareness on Amazon EC2
(extended user Webconf / IBM Cloud
Mashups
Business & Social data) Process, Forms, Surveys
Multiplattform

11. ®
IBM Customer Experience Suite
Componenti presenti

12. ®
IBM Customer Experience Suite
Portal components – a Business oriented infrastructure
Infrastructure topics
Federate directories and Assemble Backend, external and
Cloud services to build composite experiences
Virtual portals to build and manage branded initiatives
Virtual infrastructure for multiple development and hot
extended deployment (private/public cloud)
Component acive monitoring
Centralized SLA’s with granular delegation (to business
users) for flexible nusoiness models
Milions users connected – unlimited scalability
UX / Business points
Provide personalization rules to deliver “my
experience”
Adaptive content (reccomendation, affinity etc)
Campaign management
Extended master data schema for social (merge
business & social data to deliver personalized
Mashups, Ratings, Tagging, etc.
Web 2.0 accellerators
Mobile

13. ®
Cosa puoi fare:
Exceptional work/development experiences
1 – Role based Workplace (PortalNOW!): intranet ed extranet intelligenti,
teller apps, web & rich client, per avere la cosa giusta al momento giusto
2 – Social collaboration: per ottimizzazione processi, integrazione
contestuale delle competenze e delle conoscenze, riduzione costi.
3 – Unified Communication & Collaboration: UCC, Real time, Voip,
Client e Web

14. ®
Customer Care and Insights top trends for banking 2.0 - Italia
1 – Role based Workspace: intranet ed extranet intelligenti,
teller apps, web & rich client, per avere la cosa giusta al
momento giusto
• Un Asset: Dieci anni di progetti
intranet/extranet in un asset
Pronto per recepire le vostre
personalizzazioni.
• Per intranet ed extranet, migliaia di
utenti registrati (nella versione base)
• Con strumenti di gestione documentale,
contenuti web, collaborazione,
profilazione, ricerca, conoscenza e
integrazione applicativa avanzata
SOA e Web 2.0
• Pronto per aggregare
le informazioni e i processi dell’utente:
Gestione e controllo, Marketing, HR,
Conoscenza
• Servizi formativi inclusi per autori e
amministratori (e facile da usare)
• Estensioni (Rich Client Eclipse-
based)

15. ®
Customer Care and Insights top trends for banking 2.0 - Italia
2 – Social collaboration: per ottimizzazione processi,
integrazione contestuale delle competenze e delle conoscenze,
riduzione costi.
Full social & expertise networks capabilities
Globalizzazione / Localizzazione / Multilingua
Capacità native di profiling dei diritti di accesso alle
risorse della People Directory
Directory integration
Data integration
Data synchronization (partecipazione nel popolamento
dati e gestione aggiornamenti)
Federazione entità esterne (partner, fornitori)
Social tagging
Connections offre nativamente tutte le Social networking
funzionalità richieste per la costruzione di Integrazione con oltre 200 data sources
un’ Enterprise Global Directory,
nativamente completate dalle capacità di Integrazione nativa con MOSS, Office, Windows
interazione ricca tra gli individui offerte Accesso Mobile (Blackberry, iPhone)
dalle tecnologie Enterprise 2.0:

16. ®
Customer Care and Insights top trends for banking 2.0 - Italia
2 – Social collaboration: per ottimizzazione processi,
integrazione contestuale delle competenze e delle conoscenze,
riduzione costi.
Connections consente l’importazione
e la sincronizzazione simultanea
(anche bidirezionale) con una serie
molto diversificata di fonti. Cio
consente di unificare persone e
processi anche quando le infrastrutture
non lo consentono (social intranets)

17. ®
Customer Care and Insights top trends for banking 2.0 - Italia
3 – Unified Communication & Collaboration:
UCC, Real time, Voip, Client e Web
Chat Conferenze
web
UCC - VOIP Estensioni e
integrazioni

18. ®
Cosa puoi fare:
Exceptional customer experiences
1 – Intuitive front-end / nuova generazione di interfacce web
ed esperienze utenti – transazioni 2.0 / interazioni real time
con CRM&Analytics
2 – Mobile framework: client, hybrid e web application development
multidevice & multilingua
3 – Customer Onboarding / universal registration process, social
bridging
4 – Mkt 121: web & sentiment analytics + Integrated marketing
management
5 – Collaboration Agenda: Real time / Social / Mobile collaboration per
ottimizzazione processi, integrazione contestuale delle competenze e
delle conoscenze, riduzione costi.
6 – Social Commerce services for banking marketplaces
7 - Banking Mashups for self services customers

19. ®
Customer Care and Insights top trends for banking 2.0 - Italia
1 – Intuitive front-end / nuova generazione di interfacce web
ed esperienze utenti – transazioni 2.0 / interazioni real time
CRM&Analytics

20. ®
Customer Care and Insights top trends for banking 2.0 - Italia
2 – Mobile Framework: client, hybrid e web application
development multidevice
Industry standard

21. ®
Customer Care and Insights top trends for banking 2.0 - Italia
2 – Mobile Framework: client, hybrid e web application
development multidevice
Single Framework: Develop & change once, deploy everywhere
Within Portal: Within Portal: Add-on: Mobile Advanced
Mobile Themes: Experience Portal Assets
Web apps, Factory for Accelerator
Store Management
MSites (Eclipse mobile and (MPA) for all
Based, ultimate Hybrid Apps devices types Managed
smartphones: iPhone,
(Eclipse Plugin,
deployment
iPad, Android Smphones, >7500
ultimate smartphones, Micro VPN
Blackberry) (Eclipse Plugin, >7500
phonegap)
all device types)
On device data
encryption
Other
Single development layer

22. ®
Customer Care and Insights top trends for banking 2.0 - Italia
3 – Customer Onboarding / universal registration process,
social bridging
ES. Da una widget “scegli la tua carta” di IBM commerce (1) deployata su Facebook (2), un utente invita propri amici a
regalare con 1 click (3), autorizzando gestions (4) info di profilo FB. Il processo di registrazione universale (5) profila e
monitora il completamento dati (6). Il servizio supporta tutti i touchpoint di registrazione / autenticaizone.
2
Social registration
1 profiling / permission
/ dynamic
3
4
Dynamic
5 unique
registration LDAP 6 IBM Business Partner Factor-y XSSO Suite
proces with covering: Aol, Yahoo!, Facebook, Twitter, LinkedIn,
Social User Master
permission Google, MySpace, Windows Live, Hyves, Verisign,
Data Schema
marketing MyOpenID, OpenID, Flickr, Blogger, Livejournal,
rules CRM Synchronization
Wordpress, Netlog.

23. ®
Customer Care and Insights top trends for banking 2.0 - Italia
3 – Customer Onboarding / universal registration process,
social bridging
ES. Da una widget “scegli la tua carta” di IBM commerce (1) deployata su Facebook (2), un utente invita propri amici a
regalare con 1 click (3), autorizzando gestions (4) info di profilo FB. Il processo di registrazione universale (5) profila e
monitora il completamento dati (6). Il servizio supporta tutti i touchpoint di registrazione / autenticaizone.
Social registration
profiling / permission
/ dynamic
Dynamic
unique
registration 6
121 Portal Registration Process proces with
permission LDAP
marketing
Social User Master
rules
Data Schema
CRM Synchronization

24. ®
Customer Care and Insights top trends for banking 2.0 - Italia
4 – Mkt 121: web & sentiment analytics + Integrated marketing
management
Unica and Coremetrics analytics – Realtime and 121 Lifetime individual tracking
Using data to deliver cross-channel real time marketing.
Social registration
profiling / permission
/ dynamic
LDAP
Social User Master
Data Schema
CRM Synchronization

25. ®
Customer Care and Insights top trends for banking 2.0 - Italia
5 – Collaboration Agenda: Real time / Social / Mobile
collaboration per ottimizzazione processi, integrazione
contestuale competene/conoscenze, riduzione costi.
Collaboration accelerator (on premise)
Interazioni real
time per segmenti
Wealth/ Affluent/
Direct (es. Corporate
Employee banking
services)
Non necessaria la
distribuzione SW
esterna, 100% web
VEDI DEMO LIVE

26. ®
Customer Experience Suite for banking 2.0 - Italia
6 – Social Commerce services for banking marketplaces
Seamless engagement process experience
Social network integration, remote widgets, social bridging, 1 click SSO

27. ®
Customer Experience Suite for banking 2.0 - Italia
6 – Social Commerce services for banking marketplaces
Cross Channel Precision Marketing Mobile Commerce
Automated, one-to-one marketing based on Support for mobile shopping,
preference and behavior across sales channels marketing messages, order
status & list
Social Commerce
Supports easy integration via
Management Center for Business Users sMash for Ratings & Reviews,
Business user tools for Dialog Builder, Blogs, Photos, and Profiles
Segmentation & Marketing Spots
Business Dialog Builder Shopper Master Data
User
Extend prospect and customer
social data schema to manage
targeted marketing plans
Improved Foundation B2B Starter Store
Underlying software stack of WAS and DB2
Web 2.0 based store model for
updated to leverage latest versions
rich & streamlined experience
27

28. ®
Customer Care and Insights top trends for banking 2.0 - Italia
7 - Banking Mashups for self services customers

29. ®
Descrizione della soluzione IBM Banking 2.0
Casi: HSBC
Altri casi

30. ®
IBM Customer Experience Suite / Financial Services
HSBC-One: running ONE global brand on
Customer Experience Suite

31. ®
IBM Customer Experience Suite / Financial Services
HSBC-One: Global Customer Service - serving 50 million
customers
Over 50 million customers
Personalized content based on account
level and usage
Regionalized content delivered to over 40
countries/languages
Scalability to meet increased demand
> 50K concurrent user capacity at
one site alone
Portal supports lines of business:
Personal Financial Services
Corporate Banking
Payments
Insurance
Premier
http://www.hsbc.com Stock Trading

32. ®
IBM Customer Experience Suite / Financial Services
HSBC-One: Crafting an Exceptional User Experience
Dynamic targeting rules for mkt segmentation/campaigns

33. ®
IBM Customer Experience Suite / Financial Services
HSBC-One: Direct Marketing - Same targeted offer –
different content or scripting / dynamic adverstising
Which picture had the best click thru rate on the Home Page?
A B
1.75% 2.30%
35% Difference
Between Best & Worst
C D
1.71% 1.88%
23% uplift just
from changing a The optimized content can be anything
door color! Who
would have
– image, text, links or tools
guessed?
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34. ®
So what’s in for You?
Call Max for a fast chat on it: linkedin.com/in/maxardigo