Smarter Solutions for a Smarter Planet Michelle Unger
May 20, 2015
Smarter Solutions for a Smarter PlanetMichelle Unger
Smarter Telecom
Smarter Railroads
Smarter Government
Smarter Public Safety
Smarter Supply Chains
Smarter Cities
Smarter Products
Smarter Money
Smarter Grid
Smarter Healthcare
Smarter Food
Smarter Oil & Gas
Smarter Retail
As the World Gets Smarter, it Creates New Opportunity for IBM
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Representative Industries
Electro n icsCh em icals & Petro leu m
Hig h -T ech M an u factu rin gAu to m o tive
Ban kin gHealth care
Go vern m en tF in an cia l M arkets
In su ran ceM ed ia & En terta in m en t
Representative Industries
Today Future
C ustom (Legacy) Environm ent
In tegrated So lu tions ISV-dom inated Environm ent
Client buying behaviors are shifting
Industry Solutions
IBM Software Technology IBM Solution Products
IBM Industry Solutions Software will deliver “Bigger Puzzle Pieces” to simplify integration of common middleware patterns into solutions that deliver end-customer value
Repeatable and Scalable Offerings, Increased Asset Content
Industry Solutions Software Solutions are unique, integrated Products, addressing industry use
cases and solving specific customer problems
…delivered through Industry Framework go-to-market, industry content and sales tools…
…built on a common Platform of core SWG products for efficient delivery and reuse across industries
...leveraging organic and inorganic investments
Consumable, Repeatable, ScalableOfferings with increased Asset Content
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Smarter Cities
Linking physical world assets, resources and infrastructure with the digital world of event processing, business analytics and optimization. Domains include asset optimization, supply chain, process optimization, physical infrastructure.
Customer Care & Insight
Understanding customer patterns through analytics, identifying target customers and linking the findings with the business processes as actions to provide better customer value or prevent fraud/risks. Domains include Multichannel, Campaign & Promotion, Threat & Fraud Protection
Financial Operations
Enables reporting, analysis, planning and consolidation around key financial processes. Solutions will focus on enabling organizations to optimize core financial functions such as payments, financial reporting, treasury, etc. in as near real-time as possible.
Encompasses activities needed to maintain a productive workforce and supports the business with key insights into how its workforce is performing. Will be based on integrating advanced analytic and collaboration capabilities to achieve a competitive advantage for our customers
workforce.
Workforce Optimization
Solutions that address case style business problems unifying information, processes and people using content & process management, as well as advanced analytics, business rules, collaboration and social software to help drive more successful, optimized case outcomes.
Advanced Case Management
Smarter Commerce
Enable clients to connect, communicate and collaborate with customers, partners and suppliers by focusing on key commerce lifecycle processes in the order to cash flow, from selling of goods and services to order management, inbound supply, inventory management to
multichannel order fulfillment to the destination.
Industry Solutions Software is targeting these initial repeatable patterns…
We have entered the age of the empowered customer7
This is changing the entire way products are sourced, manufactured and distributed—and making business more complex than ever.
Customer expectations of service, price and delivery is soaring.
Customers now have unlimited access to information and can instantly share it with the world.
Social networking and mobile commerce have dramatically changed the dynamic between buyer and seller.
Source: Twitter Global PR, Yankelovich, via Search Engine People, July 2010 , RIS Fifth Annual Store Systems Study 2008
155 millionNumber of tweets sent via Twitter each day
75%Percentage of people who believe companies don’t tell the truth in advertisements
$93 billionAmount in sales missed due to out of stock inventory
These disruptive forces ripple from the customer through the enterprise and across entire industries
Industries Value migration Value chain redefinition Fragmentation
Enterprises Evolved business models Optimized digital operations Connected enterprise
Individuals The connected consumer The networked workforce The empowered citizen
Power has shifted to the customer - compressing margins and changing paradigms
Understand and anticipate
Adapt and optimize
Market, sell and fulfill
Service flawlessly, predict and drive customer loyalty
In this new era, businesses need to:
Drives growth
At IBM we call the path forward: Smarter Commerce Places the customer at the center
Increases margins
Synchronizes your entire value chain
Maximizes insight Capitalizes on social and mobile
Improves collaboration and visibility
Smarter Commerce focuses on three dimensions centered around the customer
Customer & Partner Engagement
Customer Insight Customer Value Strategy
…increasing the value companies generate for their customers and partners in a rapidly changing digital world
Customer
Smarter Commerce can help transform - every phase of the commerce cycle
BuySourcing, controlling and procurement of goods and services
ServiceServicing customer
needs across all interaction channels
Sell Enables selling and
fulfillment of products and services across
all channels
MarketTargeted and personalized
marketing across all customer interactions
MarketBuy
Service Sell
Customer
Insight Strategy
Engagement
From demand to supply, IBM Smarter Commerce turns insights into action
Sentiment analysis
The “science” ofmarketing
Optimized Supply chain
Realizing Smarter Commerce with IBM’s integrated portfolio
Creates personalized and relevant offers with unified
cross-channel marketing
Buy Sell Service
CORE BUSINESS SOLUTIONS
VALUE CHAIN STRATEGYMarket and customer mgmtInnovation and business value
Drives intelligent, adaptive and optimized extended supply chains based on customer
demand
Enables customers and partners to buy what they want, when and
where
Anticipates behavior and delivers flawless customer service across all channels
Operating and organization models
Workload Optimized SystemsSystems, Storage and Software focused on agility, integration and automation to drive relevant business success
Advanced AnalyticsStore analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social analytics | Web analytics | Master data mgt
Market
CORE BUSINESS SOLUTIONS
Advanced Analytics
Buy Sell ServiceMarket
Workload Optimized Systems
Retail Store Solutions
IBM Case Manager
Investing in Smarter Commerce: Delivering an integrated portfolio
Successful companies are staying competitive by transforming their approach to commerce
193%Amount Boots realized in ROI on targeted marketing programs.
Trading partners connected efficiently and cost effectively.
195%Amount Speedo increased return on pay per click advertising.
376%Amount XO Communications boosted ROI by reducing customer churn.
100%
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INNOVATION
INVESTMENT
EXPERIENCE
$2.5+ billion software investment
Global Business Services Practice
Hundreds of customer engagements
Expertise in over 20 industries
$14B in BAO acquisitions and 8,000+ dedicated consultants
25,000 hardware and 35,000 software developers
3000 IBM researchers
IBM Smarter Commerce:: Making it real
Thank You!