IBM Mobile Customer Engagement Integrations

1. IBM Mobile Customer Engagement Integrations

2. IBM ExperienceOne Product Integrations

3. Lesson 1 IBM ExperienceOne Product Integrations

4. Lesson objectives This lesson is designed to enable you to: • Understand the various IBM ExperienceOne products that can be integrated with IBM Mobile Customer Engagement products, including: • IBM Campaign • IBM Interact • IBM eMessage • DMO Web Analytics • TealeafCX • Silverpop • WebSphere Commerce • IBM Worklight • IBM Presence Zones (Store of the Future)

5. IBM Xtify Integration with IBM Campaign (1) What is IBM Campaign? IBM Campaign is Campaign Management software: • Used to plan, design, execute, measure and analyze personalized marketing campaigns • Capable of managing all types of large-scale, multi-wave, and cross-channel campaigns • Creates a “marketing system of record” for Offers, Segments and interaction history • Recognized best-of-breed functionality, scalability and record of customer success • Servers as integration hub for add-on modules

6. Interact (Real-Time) Campaign Execution • Decisioning • Next Best Action Treatment • Real-time Segmentation Call Center • Customer Marketing • Segmentation • Nurture • Offer Assignment • Optimization Digital Marketing • Delivery Optimization • High Capacity Delivery • Mobile • Integration Web Contact Optimization Behavioral Models / Self-Learning Call Center Global Rules • Contact Profitability • Capacity Assignment • Global Rules Mobile • Managing Mkt Assets • Workflow & Approvals • Financials Marketing Operations Management Direct Mail ATM Digital Analytics Contact and Response History Web Common Offer Management • Digital Analytics • Digital Behavior Branch Enriched Customer Data INBOUND CHANNELS Customer Data Infrastructure (EDW+) IBM Xtify Integration with IBM Campaign (2) Omni-Channel Marketing Optimization Context/ Behavior Enterprise Marketing Management Best Offer / Content IBM Marketing Platform UDI OUTBOUND CHANNELS Online Data

7. IBM Mobile Push Notification Integration with IBM Interact (1) What is IBM Interact? • Determines, in real-time, the best personalized message for each live customer interaction • Can plug into any customer touchpoint: For example, a web site, call center, kiosk, point-of-sale, etc. • Personalization based on historical data and new information gained during the interaction • IBM Interact is • REAL-TIME INTERACTION MANAGEMENT • software

8. IBM Mobile Push Notification Integration with IBM Interact (2) What is IBM Interact? • Connects and coordinates inbound marketing with outbound campaigns • Designed for easy usage and management • Can scale to meets the most rigorous performance requirements: 100,000s of concurrent sessions, response times < 0.1 sec • IBM Interact is • REAL-TIME INTERACTION MANAGEMENT • software

9. Interact (Real-Time) Campaign Execution • Decisioning • Next Best Action Treatment • Real-time Segmentation • Customer Marketing • Segmentation • Nurture • Offer Assignment • Optimization Contact Optimization Behavioral Models / Self-Learning Global Rules • Contact Profitability • Capacity Assignment • Global Rules • Managing Mkt Assets • Workflow & Approvals • Financials Marketing Operations Management Coremetrics Contact and Response History Common Offer Management • Digital Analytics • Digital Behavior Enriched Customer Data Customer Data Infrastructure (EDW+) IBM Mobile Push Notification Integration with IBM Interact (3) Cross Channel Marketing Optimization Context/ Behavior/ Geo Enterprise Marketing Management • Target Identification • (Geo/TOD/Request) • Offer Inbox • Interact Integration Offer Inbox Best Offer / Mobile Push/ Inbox Ready IBM Marketing Platform UDI Online Data

10. 3. Classify Customer Behavior - Cinema Goer Near AMC - Near Starbucks Coffee Shop IBM Mobile Push Notification Integration with IBM Interact (4) 2. Get Offers From Interact 1. Xtify Identifies Target Customer • Geo-location • Window time/day slice • Frequency rule • Customer filtering 5. Xtify Delivers Push Message • Native App Push • Rich App Push • Web Push • Offer Inbox Support • Passbook Integration 4. Optimize Offer Selection One Dollar Off Popcorn Iron Man Promo Earnest Goes to Camp Free Banana with Latte 50 Cents Off Grande Latte Score 60 72 32 35 55

11. IBM Mobile Push Notification Integration with IBM Interact (5) Use Case 1 – Event triggered Native App Push (Simple Push Notification Only) • As events are triggered from the Xtify SDK embedded in the mobile application, the application should be able to inform IBM Interact about the events, and the user of the application should receive simple push notifications (when appropriate) with offer content as decided by IBM Interact’sreal time decisioning engine

12. IBM Mobile Push Notification Integration with IBM Interact (6) Interact Real-Time Profile DB (keyed at XID) Use Case 1 – Event triggered Native App Push (Simple Push Notification Only) 1b 1c 3 4 2 5 1a IBM Interact Customer ID & Behaviour CDRs CDRs Campaigns/Rules Helper App* (Orchestrates Calls to Interact and performs App Push API) App Events in Real-Time Event Trigger Xtify XtifyCallback App Push. Next Best Offer Native Web Push API Xtify SDK Behavioural Data from Device Standard Xtify Campaigns Geo-Targeting and Rules Best Offer Determination & Processing * Helper App has to be developed by services

13. IBM Mobile Push Notification Integration with IBM Interact (7) Use Case 2 – Rich Notification content decided by IBM Interact (Approach 1 – Message Connector) • A marketer should be able to create rich push notifications that deliver offer content as decided by IBM Interact’sreal time decisioning engine at the time the user accesses the rich push notification

14. IBM Mobile Push Notification Integration with IBM Interact (8) Use Case 2 – Rich Notification content decided by IBM Interact 1 0 5 2 4 3 1 Interact Real-Time Profile DB (keyed at XID) Rich notification differs from Native App push as the Rich HTML that makes up the message has to be included in what is passed from Xtify to the Mobile App. There are a couple approaches for this. Interact Code Executes based on the HTML passed by Xtify IBM Interact CDRs CDRs Campaigns/Rules Message Connector Message Connector Passes Back HTML to Render in App Next Best Offer Simple push Xtify Rich data request Xtify SDK Response with Interact Code & Behaviour tags External API Call Behavioural Data from Device Standard Xtify Campaigns Geo-Targeting and Rules Best Offer Determination & Processing

15. IBM Mobile Push Notification Integration with IBM Interact (9) Use Case 3 – Event Triggered Rich Notification (CMS Integration) • As events are triggered from Xtify SDK embedded in mobile application, the application should be able to inform Interact about the events, and the user of the application should receive rich push notifications (when appropriate) with offer content as decided by Interact’s real time decisioning engine

16. IBM Mobile Push Notification Integration with IBM eMessage (1) What’s IBM eMessage?

17. IBM Mobile Push Notification Integration with IBM eMessage (2) Adding IBM Mobile Push Notification with IBM eMessage allows customers to: • Stay connected to customers through Mobile App Push notification services in addition to other marketing engagement channels • Leverage active and passive mobile data to gain insight into user behaviors and deliver relevant content and experiences to customers at the right place and right time • Provides customers with a broader marketing use case

18. IBM Mobile Push Notification Integration with IBM eMessage (3) The Anatomy of Integration with IBM eMessage:

19. IBM Mobile Push Notification Integration with IBM eMessage (4) The Architecture of Integration with IBM eMessage: XID, Customer interaction data, application life cycle, metrics, location, device data Response / Contact Tracker eMessage Databases Campaign Databases XID, Content Xtify Databases Recipient List (OLT) Mailing Infrastructure Push Notification Processing Engines Push APIs Campaign Management XID list Token, Tags, Metrics, Location, Application life cycle, device data Push tokens, Content Token, Tags, Metrics, Location, Application life cycle, device data XID, Rich Notification Push Providers Apple (APNS) Simple Push Notification Google (GCM) Xtify SDK Reports Microsoft (MPNS) Customer Firewall IBM Firewall

20. IBM Mobile Push Notification Integration with IBM Digital Marketing Optimization (DMO) (1) Digital Analytics (Coremetrics) – Attribution for Push Notifications 2 3 1 Xtify mobile app sessions will be tracked using standard Marketing Programs (cm_mmc) tracking codes. The first pageview tag sent from the app session started through an Xtify push notification will include a cm_mmc= parameter value as shown below: Example (iOS): TagSupport *tag = [[TagSupport alloc] init]; [tag firePageView:@”IOS:PAGEID” cg:@”IOS:CATID” se:nil sr:nil attributes:nil cm_mmc:@”Xtify-_-PushNotification-_-IOSapp123-_-itempromoted”]; Example (Android): TaggingRequest request = new TaggingRequest(this); request.firePageview("AND:PAGEID","AND:CATID",null,null,null,"Xtify-_-PushNotification-_-Androidapp123-_-itempromoted"); Requirements: 1. The app code must have a way to detect that the app was started through an Xtify push notification at the mobile device. (step 2 in diagram) 2. The app code for any existing app must be recompiled using the March 2014 IBM DA tag library v4.2 (ios) or v3.0 (android) Coremetrics SDK fires page View Event using DA tag library Xtify Simple push with cm_mmc parameter Xtify SDK SDK processes cm_mmcparam

21. The IBM Mobile Push Notification integration with _________ allows attribution & analytics for push notifications. • IBM eMessage • IBM Coremetrics • IBM Interact Opportunity Detection • __________ determines, in real-time, the best personalized message (or for example offer) to present to each customer or prospect during a live interaction, especially during “inbound” contacts. • IBM Campaign • IBM eMessage • IBM Interact • True or False. IBM eMessage requires IBM Campaign. • True • False

22. Checkpoint solutions • The IBM Mobile Push Notification integration with _________ allows attribution & analytics for push notifications. • B – IBM Coremetrics • __________ determines, in real-time, the best personalized message (or for example offer) to present to each customer or prospect during a live interaction, especially during “inbound” contacts • C – IBM Interact • True or False. IBM eMessage requires IBM Campaign • True. Also, IBM Interact requires IBM Campaign.

23. IBM Mobile Web Push Integration with IBM Tealeaf CX (1) What is IBM Tealeaf? • Let’s you see exactly what your customer is seeing on the web site • Enables you to: • Monitor business and usability metrics • Identify issues in real-time • Prioritize web site improvements

24. IBM Mobile Web Push Integration with IBM Tealeaf CX (2) The integration of IBM Tealeaf CX with IBM Mobile Web Push can: • Reconstruct and play back website visits to make usability changes, fix problems, and improve the mobile commerce experience • Provides a loop to IBM Xtify that can help tune and optimize mobile communications

25. IBM Mobile Push Notification Integration with Silverpop (1) Silverpop provides: • Email Marketing • Dynamic email content and sophisticated features which drive higher conversion • Lead to Revenue Management • Scoring and automation support complex direct sales efforts • Behavioral Marketing Automation • Capture and use behavior from virtually any source to drive highly personalized interactions

26. IBM Mobile Push Notification Integration with Silverpop (2) The roadmappedSilverpop Integration with IBM Mobile Push Notification will: • Provide Silverpop customers with the ability to leverage the robust, SaaS-based, omni-channel marketing / messaging capabilities • Offer mobile-only (mobile first) customers with the best-in-class Mobile Customer Engagement platform that will be unmatched in the market for years to come

27. IBM Mobile Web Push Integration with IBM WebSphere Commerce (1) What is WebSphere Commerce? • A single unified software platformfor e-commerce, including: • Marketing • Sales • Customer • Order Processing • Customizable • Scalable • Built on the Java EE platform

28. IBM Mobile Web Push Integration with IBM WebSphere Commerce (2) IBM WebSphere Commerce integration with IBM Mobile Web Push will: • Enables you to take mobile marketing campaigns beyond the restrictions of WebSphere Commerce’s traditional page layouts • IBM Xtify allow you to quickly and easily configure an inbox of offers that you can customize for different displays • Offers can be designed as: • Pop-up Windows • Fly-ins • Basic Header bar message • For Integration details see: • http://www.ibm.com/developerworks/library/mo-mobile-web-push/index.html

29. IBM Mobile Web Push Integration with IBM WebSphere Commerce (3) A Mobile Web Push Popup Offer:

30. IBM Mobile Push Notification Integration with IBM Worklight (1) What is IBM Worklight? • Part of the IBM MobileFirst Portfolio of Software and Services • An open mobile app platform that allows you to create rich platform apps without the need for: • Code translation • Proprietary interpreters • Unpopular scripting languages • Used to develop, run and manage your HTML 5 Hybrid and Native apps

31. IBM Mobile Push Notification Integration with IBM Worklight (2) The Integration with IBM Worklight: • Broadens the client conversation from Build to Engage

32. IBM Mobile Push Notification Integration with IBM Worklight (3) The Seamless integration of the IBM Mobile Push Notification mobile campaign capabilities delivers significant value to existing IBM Worklight apps: • Quick and easy integration transforms a Worklight app into a unique and compelling customer experience • Business and marketing teams can create and execute mobile campaigns in less than five minutes • Deliver personalized, contextually relevant messages in the right place and right time to drive desired engagement and ROI • Leverages a SaaS platform that allows marketers to quickly perform fine-grained segmentation, take immediate action and transform results into insights • Allows CMO and CIO to work together as a team on innovative mobile solutions

33. IBM Mobile Push Notification Integration with IBM Worklight (4) The Integration with IBM Worklight:

34. IBM Mobile Push Notification Integration with IBM Presence Zones (Store of the Future) (1) What’s IBM Presence Zones? • It enables companies to transform the customer experience with mobile and intelligent location based technology • Makes Omni-channel commerce a reality to drive revenue and profit across all channels • Delivers a unified customer experience across multiple channels • Engage in-store shoppers in real-time with relevant interactions • Gain deep insight into customer in-store behavior and browsing patterns • Presence Zones solves the challenge of indoor location detection

35. IBM Mobile Push Notification Integration with IBM Presence Zones (Store of the Future) (2) How IBM Presence Zones Works: PZ DB 3 2 3 1 IBM Presence Zones Analytics MAC Address Shopper Unique Media Access Control Address Presence Zones Server IBM Smarter Commerce Commerce Platform Customer & Product Data Mobile Customer Interaction Customer & Product Data, Precision Marketing Personalized Shopper Interaction Promotions, Offers, Service, etc… Customer Interaction IBM Campaign IBM Interact IBM Commerce Cross-Channel Commerce Web & Mobile Stores IBM Digital Analytics Physical & Digital Personalized Messages Personalized Promotions

36. __________ provides eMail marketing. • Silverpop • IBM Presence Zones • IBM Worklight • __________ is an IBM technology that let’s retailers capture, track and analyze customer behavior in their stores. • IBM eMessage • IBM Campaign • IBM Presence Zones • __________ is an open mobile app platform that allows you to create rich platform apps. • IBM Interact • IBM Worklight • IBM Presence Zones

37. Checkpoint solutions • __________ provides eMail marketing. • A - Silverpop • __________ is an IBM technology that let’s retailers capture, track and analyze customer behavior in their stores. • C – IBM Presence Zones • __________ is an open mobile app platform that allows you to create rich platform apps. • B – IBM Worklight

38. Questions