meet the labs - ibm€¦ · managed service focused on modern web programming integration...

Watson Customer Engagement

Keynote Presentation

Meet the Labs

Böblingen 2017

David J. StrachanPrincipal Offering Manager, IBM Watson Customer

Engagement

[email protected] @circularlizard


…and welcome to the next chapter in Digital Experience


Watson Marketing | Watson Commerce | Watson Supply Chain

To transform customer engagement …with the power of Watson

4


One journey, one experience, complete engagement.


Watson Commerce mission

ActionEffective

EngagementInsights


Seamless

integration

User-Centric

design

Cognitive

expertise


Designing with our practitioners

ç

ç


Designed to be discoverable & inherently familiar


EmailsAds / SocialLanding

PagesApps

Customer

Service

Sites / Micro

Sites

Customer Digital Touch Points Expanding

Transactional

web apps


Digital Experierence Portfolio

SaaSManaged HostedOnPrem

Digital Experience

ManagerWatson Content Hub

Digital Experience

on Cloud

A SaaS content and asset

management service, with

embedded Watson.

Managed service focused

on modern web

programming integration

approaches.

Full-featured digital experience

platform, including application

integration capabilities.


What do customers do with our DX

software?

© 2017 IBM12

Distributor/

supplier portals

Support sales partners with

integrated online self-

service

Marketing

websites

Deliver great online brand experiences

Empower citizens with accessible

government services

Citizen portalsSocial intranet

Empower staff with relevant,

personal online self-service

Self-care

Build loyalty with relevant,

personal online self-service

Attract and convert with great content

Online stores

Solutions for brand engagement Compelling omni-channel brand

experiences and campaigns.

Solutions for self-service Improve retention & loyalty and reduce service cost for customers, channels, or

employees.


2.8xHigher conversion rate

boosting sales and increased

revisit rate

ABOF helps customers TRY before they BUY for

business results with a major impact

3xLarger spend from

customers that use the

Metail try on experience


Complete

content &

commerce

solution

Integrated

promotion

engine

Husqvarna provides targeted content through analytics

to the right customer at the right time


Overall DX – 2017 investment

focus

Watson

Content Hub

Digital Experience

on CloudDX Manager

Enable Richer Hybrid

Support and improve

consumability

Build Bridges to WCH Fulfill the Broader DX &

WCE Use Cases


Looking forward – Digital

Experience

ConsumabilityIntegration

Drive Hybrid Cloud

scenarios and cross-

portfolio integration

• Watson Content Hub Integration

• Watson Customer Engagement

Integrations

Make it easier to access

DX capability

• Bluemix support

• Docker containers

• Currency updates


Now with Watson Content Hub you can…

Content-enable any

application via our

Headless CMS

Deliver engaging content

across all customer

touchpoints

Tame your content

sprawl with cognitively

enhanced meta-data

6/22/201717


Content-enable any application with

our headless CMS

© 2017 IBM

Easy: This is where you

manage content. Publish

changes are delivered to the

integrated CDN.

Powerful: Rich REST API

gets you the content you

need, fast and reliably

Freedom of choice:

Choose whatever front-end

technologies you want.

Develop apps for any

device.

Drive consistency by reusing

content across customer

touchpoints.


What kind of applications are suited

to this approach?

19

Applications & Devices

Extend content horizons to

internet of things and other

emerging channels. Embedded

screens are customer

interactions, where content

should be managed

Mobile App

Native mobile app still need

content management –

consume content from

Watson Content Hub

Web Site / Micro-Site

Customers who want to build

transactional applications or

bespoke marketing sites

incorporating content

management

Content Delivery Network

(Akamai included)

Global PAYG Platform

• Watson services included

• Pay for asset storage GB

and data transfer GB

• 99.9% uptime SLA

Rich APIs

• IBM API Gateway

• Command line client

• Authoring API

Authoring Service

• Asset management

• Cognitive tagging

• Image profiles

WCH provides this Customer builds this


Looking forward – Content Hub

IntegrationExperience

ManagementContent

Platform

Create and deliver

experiences leveraging

WCH content:

• Storefront Tooling

• Site hosting & CDN integration

• Publishing

• Site maps, navigation

• Targeted & role-based sites

• Layout editing tools - forms based

and visual tools

Integration in the Watson

Cognitive Engagement

portfolio and beyond, such

as:

• Watson Campaign Automation

• IBM Digital Commerce

• Watson RTP

• Watson Marketing Insights

• Analytics and usage data

• 3rd party tools e.g. Slack,

Wordpress

• Hybrid scenarios with DX

Content repository for

creatives and content

authors to create & manage

content with features such

as:

• Core content management

• Collaboration & team-working

tools

• Governance capabilities

• Localization and multi-lingual

• Forms

• APIs & platform enhancements


…and welcome to the next chapter in Digital Experience

meet the labs - ibm€¦ · managed service focused on modern web programming integration...

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