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Social

Global Business Services – Strategy & Analytics. Social. AGENDA. Welcome & Introductions. UX Perspective & Creative Preview. Roadmap Discussion. Compelling reasons To act. Entry points. How to engage. 3. 3. 2. 1. 5. 2. 1. 4. 5. 4. Client examples. Requirements Assessment.

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Social

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  1. Global Business Services – Strategy & Analytics Social

  2. AGENDA Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Compelling reasons To act Entry points How to engage 3 3 2 1 5 2 1 4 5 4 Client examples RequirementsAssessment Transformation Perspective: w3.ibm.com Solutions portfolio 3

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  4. 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

  5. EMPOWERED CUSTOMER PUT BUSINESSES TO THE TEST 78% of consumers trust peer recommendations 86% use multiple channels 61% 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 44% of companies usecrowd sourcing from customers 58% are more price-conscious today than they were a year ago 4-5x more than average is spent by multi-channel buyers 80% of CEOs think they deliver a superior customer experience 8% of their customers agree 6

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  7. AGENDA Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Compelling reasons To act Entry points How to engage 3 3 2 1 5 2 1 4 5 4 RequirementsAssessment Transformation Perspective: w3.ibm.com Discuss Final Presentation Solutions Client examples 8

  8. SOCIAL BUSINESS OFFERING Aligned with Front Office Transformation Buyer Aligned Offerings Workforce & Internal Marketing & Sales Customer Service Social Business Strategy Advisory Change Management (Governance, Culture, Training, Adoption) Competencies Social Intelligence Transformation Social Collaboration Social Platform Enablement Enablement 9

  9. SOCIAL BUSINESS PLATFORM AND SOLUTIONS 10

  10. The Social Business Offering includes components addressing four stages of implementing a Social Business Strategy Build Integrate Roadmap Business Case Deploy Analyze Communicate Insight Train Enhance Leverage Vision Enable Optimize Adopt

  11. Strategy and Solutions portfolio Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Entry points How to engage 3 1 3 2 1 5 2 4 5 4 RequirementsAssessment Transformation Perspective: w3.ibm.com Solutions portfolio Client examples 12

  12. A word on AGENDA

  13. Strategy and Solutions portfolio Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Entry points How to engage 3 1 3 2 1 2 5 4 5 4 RequirementsAssessment Transformation Perspective: w3.ibm.com Client examples Solutions portfolio 14

  14. 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. • 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: • 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. Client: The Bosch Group is a leading global supplier of technology and services with € 52Bn sales and 305,000 employees. IBM Revenue: € 1.2M Solution Capabilities: Digital Front Office Service Offering: Social Business Strategy, Social Business Process / Governance / Culture 15

  15. 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. IBM Pipeline: ~$ 47M Solution Capabilities: Social Intelligence, Social Networks, Social Portal Service Offering: Social Business Strategy, Social Workforce, Social Customer Care, Social Sales & Marketing 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 • What are the top clusters of the Jam/forum? • What are the top topics of each cluster? • What is the context of each topic? • 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? 16 Eli Lilly RWE KM Workshop

  16. 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. Challenge • How to better explore the social media potential to improve the customer relationship, adding value in each interaction , monetizing each contact with the client.. IBM Solution: • 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 • Current situation, communication efficiency and customer care, global benchmarking .q Roadmap de iniciativas necessárias para estar inserido de forma consistente nas redes sociais.

  17. Strategy and Solutions portfolio Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Entry points How to engage 3 1 3 2 1 5 2 4 5 4 RequirementsAssessment Transformation Perspective: w3.ibm.com Solutions portfolio Client examples 18

  18. IT IS A JOURNEY The Pipeline Delivery Strategy Focus on the next social capabilities – bold ideas Awareness The transformation and growth begins Approaching a social business engagement and engaging the right IBM resources Understanding How to listen to what your clients are saying and recognize the ‘social business’ opportunity What ‘social business’ means to IBM and our clients 19 19

  19. IBM’s Journey to becoming a Social Business 400,000+ employeesin over 200 countries 50% workforcehas less than 5 years of service 71% of employee populationis outside of the US Social Business 2008 and beyond 50% of employeeswork remotely, not from a traditional office Social Networking 2004 Collaboration 2000 Mobile Office 1990s Traditional Office 1980s

  20. Strategy and Solutions portfolio Welcome& Introductions UX Perspective & Creative Preview RoadmapDiscussion Entry points How to engage 3 1 3 2 1 5 2 4 5 4 RequirementsAssessment Transformation Perspective: w3.ibm.com Solutions portfolio Client examples 21

  21. Questions?

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