ibm hong kong 2013 strategy briefing
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IBM Hong Kong 2013 Strategy BriefingTRANSCRIPT
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
IBM Hong Kong
2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
Tony Tai General Manager
IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
IBM 2012 - Steady and Strong Growth
Operating EPS
2010
2011
2012
2013e
2015e
$11.67
$13.44
$15.25
$20+
$16.70+
$15.25 Record EPS
+13% YTY
10th consecutive year
of double-digit EPS growth
$23.2 billion
Record net income
+7% YTY
$18.2 billion
Record free cash flow
+1.6 billion
$104.5 billion
Revenue
Growth initiatives delivered •Business Analytics + 13% YTY
•Smarter Planet + > 25% YTY
•Cloud + 80% YTY
•Growth Markets + 7% YTY
Invested in innovation and
continued portfolio transformation
•Introduced new mainframe, storage, Power7, PureSystems
•#1 in US patents for 20th consecutive year
•Acquired 11 companies, at $4 billion spend
•Divested Retail Store Solutions business
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
What Do We Believe About the Future?
Constant Shift to Higher Value
New Era of Computing
New Markets and New Buyers
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
Reflections After One Year
Our Strategic Beliefs are correct, and the world they
describe is coming fast
Businesses can extend their growth by delivering a
differentiating customer experience, which is…
Driven by a shared value among employees
© 2013 IBM Corporation
2013 IBM Hong Kong Strategy Briefing
Joseph Wong Partner & Head
Global Business Services
IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
Welcome to the Era of the Chief Executive Customer
Mobile Revolution
Social Media Explosion Hyper Digitization
Customers have unlimited access to information anywhere, anytime, and can instantly share it with the world
The Power of Analytics
This has changed the dynamics between buyers and sellers, and the average customer is dead
The Chief Executive Customer now expect hyperpersonalized service
Outperforming businesses are engaging customers as individuals to create differentiating experiences
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
Win the Chief Executive Customer by Transforming the Front Office
Increase Business Partner
Visibility Improve Order
Management & Fulfillment
Improve digital, social &
mobile presence
Create best-
in-class digital marketing
capabilities
Engage based on deeper,
more actionable Customer
Insights
Enable collaboration and
innovation
Physical
Web Social Mobile Call Center Broadcast
ERP Systems Legacy Applications Data Warehouses
Front Office Transformation
Big data, Information & Analytics
Cloud & Mobility
More Connected Back Office
Chief Executive Customer
New Imperatives
New Integrated Channels
Social Business Smarter Commerce
© 2013 IBM Corporation
2013 IBM Hong Kong Strategy Briefing
Mark Latchford General Manager
Global Technology Services
IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
Outperforming Companies Deliver Tangible Outcomes
by Transforming the Front Office
L’OCCITANE en Provence uses analytics-driven
behavioral segmentation to create finely-tuned, targeted email marketing
campaigns enhance unique click rates, conversion rates and revenue per
email sent
Amsterdam Tourism & Convention Board attracts more tourists to Amsterdam by using predictive analytics to gain insight
into visitors’ behavior and preferences
Qantas automates the passenger predeparture process, achieving
fewer queues, better service and experience, and greater recognition to
customers for their continued loyalty
IBM Corporation transforms demand generation by using an
enterprise marketing management solution to empower clients, accelerate
key marketing processes and improve marketing performance
+14% hotel guests and overnight stays
+7% international airport arrivals
+17% number of conventions
6x response
improvements to
nurtured email responses
1 day campaign execution time,
reduced from 2 - 6 weeks
17x conversion to sale
25x revenue per mail
-75% check-in time for premium customers
+100% improved throughput in the departure concourse
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
IBM Capabilities to Enable Front Office Transformation
Workload Optimized Systems, Cloud and Security
Excellence in Delivery Professionals
CORE BUSINESS SOLUTIONS
Front Office Transformation Strategy and Services
Smarter
Analytics
Smarter
Commerce
Social
Business Mobility
Portal
© 2013 IBM Corporation
2013 IBM Hong Kong Strategy Briefing
Tony Tai General Manager
IBM Hong Kong 2013 Strategy Briefing
© 2013 IBM Corporation
IBM Hong Kong 2013 Strategy Briefing
成就客戶新體驗
領導創新傲同群
Differentiate Customer Experience.
Innovate to Win.