Anz dx client update slideshare

Editor's Notes

• #4: This quote from Gartner Research explains what it’s all about (read the quote). You already have digital assets, maybe even more than you realize. It just makes sense to drive value and revenue from them. And you do that by taking advantage of the pervasive digital connections—the multiple touch points that you now have with all of your customers, and all of your employees. With these, it’s no exaggeration to say that you really can reinvent relationships, and rethink engagement with customers and employees alike. 81% of purchasers get advice from their social network Reducing customer churn by 5% can increase profits 25-125% Videos on landing pages increase conversion by 86% 70% leave due to poor service, not product quality 90% use multiple screens sequentially to accomplish a task over time 80% of CIOs get some of their infrastructure delivered through the private cloud 84% of businesses use web analytics $180 billion estimated global cloud services market by the end of 2015 Reducing customer churn by 5% can increase profits 25-125%- http://www.bautomation.com/successes-resources/articles/startling-statistics-on-customer-retention-acquisition/489/ Almost 70% of the identifiable reasons by customers left had nothing to do with the product..prevailing reason was poor quality of service. http://www.customer-satisfaction.com.au/CustomerSatisfaction.htm Cloud computing stats: http://www.statetechmagazine.com/article/2013/09/13-cloud-computing-stats-cios
• #5: # of smartphones in the world: http://www.emarketer.com/Article/Smartphone-Users-Worldwide-Will-Total-175-Billion-2014/1010536 - this is 63% of world population – expected to reach almost 70% of world population by 2017 Cross-channel contextualization takes on increased importance. Sequential screening is common and is mostly completed within 1 day. Source: Google - The New Multi-screen World: Understanding Cross-platform Consumer Behavior, August 2012 What does Cross-Channel contextualization include? Cross channel, contextual delivery of content based on demographic, historical, and situational data. Integration with WCM, DAM, eCommerce, product catalog management and others for unstructured and semi-structured content. Integration with eCommerce and CRM systems for transactional/behavioral data. Integration with community and social tools for behavioral data, including external social networks like Facebook (this will change rapidly). Integration with CRM, marketing automation systems, and others for segmentation and demographic data. Integration with analytics systems, web logs, search logs and others for behavioral information. Integration with call center apps. Integration with email campaign management systems for demographic and behavioral information. Integration with mobile operating systems and open web services for situational data. Tools to allow business users to design experiences, pulling in content from above sources. Delivery of content to web, mobile, SMS, email, and emerging channels. Ability to consume apps from other sources (think next-generation portal). Social capabilities. Predictive analytics. Integration with identity and authentication systems. Integration with eCommerce systems for transactions.
• #9: Talking with each other or past each other All of these forces makes us need to rethink the relationship between the LOB and IT note – talk about customer constituency & employee constituency 80% CIOs think that CIO/CMOs need to align, only 50% CMOs agree By 2017, CMOs expected to spend more on technology & analytics than IT
• #12: http://www.watermarkconsult.net/blog/2013/04/02/the-watermark-consulting-2013-customer-experience-roi-study/
• #17: Empowered customers with high expectations for engaging and effective online interactions are forcing companies to transform their online capabilities. The areas here represent many but not all of the leading self service capabilities that our customers are implementing. Frequently – they might start with one focus area – either a segment or a function that is targeted – such as account management, but find that it rapidly leads them to change their online products and services...and then leads to a deeper / richer content and social focus to engage and attract new customers or deepen existing customer relationships. We'll talk through the customer examples listed here to show how they succeeded with targeted projects as well as broad transformation programs to deliver more effective services that are engaging and social. Cars.com is an example of a customer content site with engaging user experiences that deliver valuable information and services in an intuitive experience to attract millions of users and build relationships. Amadori is an italian company that manufactures poultry products – they created a web experience that incorporates minisites from social media pages such as Facebook and has reached a whole new demographic with interactive recipe contests, and an active community of food bloggers that discuss their products. (http://www-01.ibm.com/software/success/cssdb.nsf/CS/STRD-8MZHM4?OpenDocument&Site=default&cty=en_us) Lets look at self-service, Bharti Airtel is an example of millions of successful customers onboarding themselves using effective online services and account management. Prudential Financial provides an exceptional employee experience with its HR portal and “My Prudential” providing employees social capabilities and access to key applications within the context of their organization’s portal. Account management – understanding who your customer is, giving them personalized access to their information with high ease of use. Here we have Bank of Montreal’s powerful, customer-centric online investing experience – which won an award for their site which improved the customer experience and improved access to more services. Florida Blue who transformed many different parts of their online experience with exceptional business results – it is easy for patients to go online and view their appointments, manage their accounts, pay bills and more. Customer/Dealer Support – Harley-Davidson created an innovative portal for their dealers to make it easier to locate information and parts, and spend less time online and more time helping customers get out on the road. AMP built a state of the art social portal providing customers with a personalized experience and access to all of their information. Customer service representatives have an experience that integrates social technology, content management, document management and search capabilities to better serve customers.
• #19: https://vimeo.com/pacificlifeins/review/77263195/cbb40658c3%E2%80%8B%E2%80%8B Video of this solution
• #24: Leverages the Mobile Browser Simulator from IBM Worklight Empower business users to ensure content is mobile ready Easily test mobile content without having to install device vendor emulators Extend Digital Experience to more mobile devices
• #26: Keep catalog as way of doing tech previews, getting customer experience and validation of feature Based on feedback, selectively incorporate into CF stream Features in fixpack – go through formal product delivery processes – fvt, svt, performance, regression, accessibility, translation, etc. CF cadence TBD – possibly 4x a year in steady state Features in CF are disabled – customers have choice whether to use or not
• #27: Developer.ibm.com/digexp
• #30: EIGHT KEY ATTRIBUTES: Single tenant solution; tailored to meet your requirements Private or hybrid cloud infrastructure Founded on assets and/or repeatable patterns Annuity-based pricing that includes start-up fees, then ongoing subscription, usage, and/or outcome pricing Single IBM agreement and integrated pricing IBM retains ownership of the software unless you have previously acquired Option to transition the solution ‘in house’ in the future Ongoing support and enhancement provided via managed services, with ease of access to asset enhancements
• #31: IBM Client Success Manager (CSM) helps on-board the customer and manages the overall relationship. He/she understands customer business and the motivation behind using DX-on-Cloud, and acts as a customer advocate within IBM. However, it’s not (a) a sales rep, or (b) a technical support professional. He/she helps make the customer’s engagement with IBM a success and grow the relationship as business needs evolve, and as IBM expands its solutions. IBM Support is the customer’s single channel of communication for *any* issue with any element of the offering: Managed Services, DX patterns, PureApp Service or SoftLayer. Customer gets a single number to call and routing of requests to different IBM queues is handled internally. Managed Services is responsible for establishing customer accounts, provisioning the environments, backup/restore, HA/DR, and related activites. IBM XDX Platform Patterns comprise the core of the offering. These include Portal Server and WCM patterns to begin with, which run on PureApp Service instances dedicated to the customer. These PureApp Service instances, in turn, run on SoftLayer infrastructure.
• #32: Base capabilities, which also happen to be competitive differentiators. We do not put limits on sites or users. Layout designed by Manav Dhiman from the thenounproject.com Smartphone designed by George Agpoon from the thenounproject.com Key designed by William J. Salvador from the thenounproject.com Team designed by Wilson Joseph from the thenounproject.com