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Section 1: Capitalize on the growing digital market 3

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Section 3: Grow your business with expansive digital solutions 11

Section 4: Generate more sales and more revenue with satisfied, loyal customers 15

Resources 19

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In less than a decade, the proliferation of digital technologies—social, mobile and cloud—has revolutionized the relationship between consumers and businesses, and produced new ways of delivering and consuming information. Interactions between brands and consumers are now constant, instantaneous and multidirectional.

With customer engagement continuing to evolve, operating a business in this digital environment can be unpredictable, and at times, overwhelming. But it also opens up unprecedented possibilities. Companies that recognize and adapt early to this new reality will not only gain greater collaboration and efficiency across their workforce, but can learn to use this digital disruption to enhance the customer experience and drive significant business value.

Solutions for creating engaging digital experiences help companies reinvent the way they communicate and relate to both customers and employees. Digital experience tools help companies create, manage and integrate processes to engage with customers in a more tailored and consistent way. Likewise, interactive intranet and social networking capabilities enable organizations to communicate more effectively with their employees and facilitate communication between employees to exchange ideas and solve problems faster.

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The digital experience market is diverse, dynamic and growing:• Return over the past five years for customer

experience leaders: 43 percent1

• 31 percent increase in revenue driven from digital engagement of customers2

• 67 percent of IT executives expect customer experience to be a high priority3

• Organizations with highly engaged employees achieve seven times greater five-year total shareholder return than those whose employees are less engaged4

Set your sights high The facts are clear. Companies that excel at providing exceptional digital experiences to engage their customers and employees are truly outperforming everyone else. These leaders are enjoying the many benefits that happy, loyal customers deliver: better retention, greater wallet share, lower acquisition costs and more cost-efficient service. They are also able to attract, recruit and retain the best talent. Social tools help employees quickly get up to speed with corporate policies and procedures, and can boost employee retention, reduce onboarding times and encourage innovation.

Lagging companies, on the other hand, are being crushed under the weight of high customer turnover, escalating acquisition costs and an uncompetitive cost structure that is inflated by each customer complaint. They are also experiencing lower employee productivity, diminished efficiency and less innovation.

What does all of this mean to you? In a word: opportunity. While the culmination of accelerating digital technologies and other forces are creating a huge potential for business transformation, most organizations have not yet grasped the full implications and potential disruptive impact these changes can have on business performance.

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93%

21%

74%

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When businesses have the ability to deliver engaging and rewarding digital experiences, they can reap the following benefits:

• Understanding not only what their customers are doing, but why

• Delivering a real-time flow of insights and interactions—at scale

• Empowering marketers, merchandisers, sales and service leaders to coordinate interactions to create ongoing customer dialogs across channels

• Achieving greater productivity and increased workforce effectiveness

• Measuring performance and predicting outcomes to prioritize resources

To realize these benefits, organizations need solution providers that can offer the full spectrum of capabilities and can grow with them into the future as their needs change. They want experts that understand their business and can help them achieve their goals. IBM is committed to developing an extensive network of skilled Business Partners that can deliver for these organizations.

By becoming a new IBM® Business Partner, you’ll have the opportunity to expand your current business success. You’ll be able to equip your clients with the cutting-edge solutions they need to deliver exceptional digital experiences to their customers and employees around the world. And if you’re already selling other parts of the IBM portfolio, adding IBM Digital Experience software to the mix will help you not only empower your clients, but increase your revenues, expand your market reach and enhance your bottom line.

Among the executives IBM surveyed, 93 percent believe digital will disrupt their business in the next 12 months.5

While 74 percent of companies report that they have a digital strategy, only one-third of executives believe their approach is correct.6

Only 21 percent of executives believe the right people are setting the digital strategy in the first place.7

Even if that strategy is the right one, fewer than one in six executives believe their firm has the skills and competencies to execute on it.8

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Businesses choose IBM for good reasonsLeading specialty retailer American Eagle Outfitters is one of many organizations using IBM’s analytics capabilities to better understand its customers as unique individuals, helping to ensure that every interaction is an exceptional brand experience.

“ American Eagle Outfitters is a deeply customer-centric company, and we lean heavily on IBM’s customer experience management solution to clearly understand real customers’ experiences, and then work to identify, understand and remove pain points,” says Joe Megibow, senior vice president and general manager omnichannel at American Eagle Outfitters.

“ With IBM’s solutions, we can deliver higher-quality experiences for our customers, resulting in more relevant engagements and improved brand loyalty.”

A recent study by IDC offers a unique insight into the business-transforming benefits possible when companies deploy IBM customer experience solutions. The study assessed the economic impact of moving away from homegrown digital solutions or custom integration of components from multiple vendors and adopting IBM solutions instead.

Over a five-year period, IBM Digital Experience solutions delivered significant reductions in both infrastructure (hardware and software) and IT labor costs for companies adopting them.9 In some cases, companies reduced the number of physical servers supporting the Digital Experience solution by as much as 90 percent with IBM—running their IBM sites virtually on existing hardware.10

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52%

57%

On average, companies reduced their hardware costs by 52 percent.11

On average, companies reduced their software costs by 34 percent.12

IT labor costs to deploy portals and applications with IBM were 57 percent lower than those with in-house solutions.13

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Digital customer experience• IBM Customer Experience Suite helps organizations

provide their customers a consistently engaging, personalized and relevant digital experience across multiple channels and touch points. It offers rich, integrated capabilities for managing web and digital content, real-time social communications, robust customer and commerce self-services, business analytics and mobile device delivery.

• IBM Web Content Manager helps accelerate digital content development and deployment through all digital channels. This web experience management software enables end users to create, manage and publish content while IT retains control. Through advanced personalization, it delivers the right information to the right audience when needed.

Digital employee experience • IBM Employee Experience Suite intranet software

helps businesses create a highly engaging intranet experience for employees by adding social networking, online collaboration and content management capabilities. It can be used with intranet sites on a variety of platforms and devices to support employees in or out of the office.

• IBM Accelerators for WebSphere Portal family provides prepackaged tools that augment IBM WebSphere® Portal environments to help reduce costs, speed deployment and simplify administration. Four individual WebSphere Portal Accelerators deliver online collaboration, content management, online learning and mobile portal capabilities.

Online Forms • IBM Forms Experience Builder (FEB) enables

nontechnical end users to build complete web form applications that help improve efficiency, customer service and time to value. And it enables enhanced response to customer and market needs.

• IBM Forms Server helps automate document-based forms applications and enables end users of all skill levels to create electronic forms—e-forms—with a feature-rich, compelling interface.

Web Portal • IBM WebSphere Portal products offer enterprise

web portals that help companies deliver a highly personalized, social experience for their customers. The products give end users a single point of access to applications, services, information and social connections. And they help increase visitor response and reduce web operations cost while offering a range of capabilities to meet business needs.

• IBM Collaboration Accelerator includes IBM WebSphere Portal Server, IBM Connections, IBM Connections Content Manager, and IBM Sametime®. IBM Connections allows organizations to engage people, accelerate innovation and deliver results. They can improve decision making, increase productivity and accelerate delivery by sharing knowledge beyond traditional organizational boundaries.

• IBM Web Experience Factory creates applications with rich, interactive digital experiences for delivery on desktop browsers, smartphones, tablets and the IBM MobileFirst™ Platform Foundation, formerly IBM Worklight®. Developers can build custom web portlets, widgets and applications for IBM WebSphere Portal, MobileFirst Platform Foundation and WebSphere Application Server environments.

Digital Experience on Cloud Family• IBM Digital Experience on Cloud enables rapid setup

and on-boarding targeted at customers focused on sites and content management with standard integration needs. It offers a hosted, powerful, yet simple off-premises digital experience platform, with innovative differentiators for accelerating time to market. Assist clients with building and delivering compelling, socially aware, omnichannel digital experiences for their customers, partners and employees on their chosen devices. Provide high-value design consulting and custom application development and management services.

• IBM Digital Experience Plus on Cloud extends the advantages of Digital Experience on Cloud with enhanced integration capabilities. This hosted platform features a compute, storage and network infrastructure that provides the ability to author and render content and integrate with systems of record through Digital Data Connector and script portlets.

Check out the entire IBM Digital Experience portfolio.

The IBM Digital Experience portfolio

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Other findings showed that:

• Organizations increased their business productivity by 11 percent from improved business operations, generating nearly USD100,000 in savings for every 100 users14

• The five-year total cost of ownership (TCO) for IBM Digital Experience solutions was 47 percent less than that for homegrown solutions15

• Users were 13 percent more productive overall with IBM Digital Experience solutions16

• Companies deploying IBM Digital Experience solutions in multiple use cases saw an additional benefit of 41 percent17

• Overall, the companies in the study realized a strong ROI (aggregate of more than 500 percent) and payback of their initial investment in less than seven months18

The fuel to power your sales efforts While the pace of business and the speed of content continue to accelerate, so does the demand for businesses to reach their audiences and drive interactions through a rich and robust online experience. As an IBM Business Partner, you’ll have the resources and tools you need to power your sales efforts—including proven customer value in the form of positive returns. IBM Digital Experience software is integrated with a variety of other key IBM enterprise solutions that you may already be selling, enabling you to provide coordinated, end-to-end approaches that pay off in greater customer value.

Leading organizations choose IBM based on a track record of leadership in the area of digital engagement. The numbers speak for themselves:

• IBM has over 8,000 customers with intranets and customer-facing Internet applications

• 1 in 6 people worldwide with Internet access is a named user in an IBM WebSphere Portal

• Over 300 million named users are among top customers alone

• In 2014, Gartner placed IBM highest for Ability to Execute and furthest to the right for Completeness of Vision in the Leaders area of the Gartner Magic Quadrant for Horizontal Portals19

By teaming with IBM or adding IBM Digital Experience solutions to your current IBM Business Partner portfolio, you gain best-in-class technology, skills and expertise to solve your clients’ difficult customer and employee experience challenges. Equally important, you can stay ahead of your competition by capitalizing on experience gained from thousands of IBM digital technology deployments involving leading companies across diverse industries, including:

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5 of the top 7 global insurance companies

6 of the top 7 US retailers

85%

85 percent of Fortune 100 global banks

8 of the top 9 automotive companies

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Digital experience is part of the IBM ExperienceOne digital solution portfolio. Built around 10 core customer needs, the portfolio provides a quick and easy on-ramp for adding new digital capabilities or expanding your existing offering. You get the flexibility to provide personal, scalable sales engagements that are more powerful, profitable and pervasive across the value chain.

The solution sets are simple to add, market and scale—they are delivered through the cloud, on-premises or in hybrid environments. The portfolio makes it easy for your customers to create and refine a system of customer engagement based on best practices to accelerate the growth of relationships and revenue.

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ExperienceOne solution sets help deliver exceptional customer experiences by incorporating capabilities such as:

• Mobile experiences: Businesses can build engaging mobile experiences that display perfectly on smartphones, tablets or computers.

• Analytics and optimization: Cross-channel marketing optimization solutions provide social listening and analysis tools as well as out-of-the box web in-context analytics.

• Rich media management: Simplify the process of editing, publishing and managing web content to help businesses create more targeted customer experiences.

• Social technologies: Enable your customers to conduct in-place, real-time web page and channel delivery analysis on a company portal or on an external social networking site.

• Cloud: Help your customers enhance their online presence by delivering an extended e-commerce infrastructure through the cloud.

Align your skill sets with IBM capabilitiesIBM seeks partners with specific skill sets that can help gain new customers at various points along the digital capability spectrum. Enter the partnership at a point that makes sense to you. Your partnership with IBM will not hinder your current status as an integrator or reseller of competitive brands; in fact, it can enhance it by allowing you to:

• Build solutions that optimize the value of your customers’ existing investments, which may include competing components

• Add capabilities from IBM according to your business needs, with assurance of a defined technology road map

• Reinforce the value of your overall solution and bolster your competitive advantage

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Gain a distinct market advantage Always on the forefront of digital experience technologies and capabilities, IBM provides a depth of experience that others cannot match. In this case, “been there, done that” works to your advantage. Repeatable solutions allow you to integrate and implement faster, with less risk.

By adding your unique capabilities to IBM’s powerful solution sets, you can broaden your offering and grow your revenues with larger, more profitable deployments. For example, enablement is an integral part of our social media strategy, so IBM has created a library of resources to help Business Partners understand how to use social media—whether it’s understanding the business value, learning how to use different social platforms or integrating social media with other demand- generation efforts.

View the demo: IBM’s Digital Experience for

Customer Lifecycle Management

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As digitization has driven the customer experience into becoming a differentiator, organizations are now focused on applying digital approaches to the marketing, sales and service functions that have the strongest impact on customer engagement. To succeed, companies must look beyond websites to create digital experiences that marry analytics, deeper social engagement, compelling content and design for mobile delivery in order to engage audiences on their terms and on their time.

IBM is dedicated to teaming with its network of Business Partners to make this type of personalized engagement possible. Case in point: Performance Bicycle, which operates 110 stores in 20 states, collaborated with IBM and IBM Business Partner Sirius Computer Solutions to create a digital experience and transform the way it interacts with its clients.

With help from IBM, the company launched Performance Learning Center, an online learning site where customers can engage with experts and peers, and get answers to their cycling questions through articles, videos and online chats. Since its launch, the Learning Center has driven significant increases in traffic for Performance Bicycle, ultimately increasing sales.

“Working with IBM, we have transformed the digital experience for our customers through a website that features hundreds of unique content pieces and videos that address the most pressing questions of our customers,” says Aaron Pickrell, director of online systems at Performance Bicycle. “Thanks to these efforts, we have not only increased both clicks and sales but provided a valuable service to customers looking to learn more about the complicated world of cycling.”

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Give your business a boost with IBM Business Partner advantages:• New high-profile Fortune 100 clients • Established relationships with IBM sales and

technical teams around the world• Easier adoption of solutions by IT as a result of

existing IBM relationships• Increased profitability from higher margins• Market awareness through IBM-branded

marketing and promotions

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Capitalize on attractive IBM incentivesAccelerate sales and increase your profitability with Business Partner incentives, including initiatives that reward your success selling IBM solutions and services. Please ensure you join IBM PartnerWorld® to open all the URLs regarding the IBM incentives.

The Software Value Incentive, for instance, is designed to reward value-add throughout different stages of the sales cycle—opportunity identification and selling IBM middleware to customers.

Likewise, the Value Advantage Plus rewards investment in skills and high-value software solutions. Business Partners must be authorized for IBM Software Value Plus and meet additional criteria to participate in these initiatives.

Enjoy the benefits of a solid, productive relationshipAs IBM adds to its digital experience capabilities, IBM Business Partners are ideally positioned to reap the benefits. IBM can connect you with all the pieces you need to develop compelling solutions for your customers, including a global network of technology partners that are adept at applying and integrating

platforms and products to solve today’s complex digital challenges. Plus, IBM gives you added flexibility in how you can deploy its solutions.

Working together, you’ll be able to help your clients connect their applications and systems to reduce costs, drive operational efficiency, deliver better customer experiences and move quickly to respond to changing business conditions.

Take advantage of our extensive technical resources, such as Configurators, Remote Technical Support and our Software Access Catalog.

Extend your client value with IBM Global Financing When you recommend IBM Global Financing, you’re not only offering clients real value—you give yourself a number of advantages throughout the sales process. In many instances, financing results in closing bigger sales, faster; increasing repeat business; improving your cash flow; and boosting customer satisfaction.

Financing with IBM Global Financing helps you:

• Unlock cash and redeploy capital to grow your business

• Sell more hardware, software and services• Overcome client budget and cost objections• Keep your clients coming back for moreMake more money selling IBM

IBM offers multiple programs to help you increase your margins. As a Business Partner, you can earn incentives ranging from 5 to 50 percent.

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Take your business to new heightsBusinesses continue to struggle to understand the technologies necessary to create and manage unified, multichannel digital customer experiences. As an IBM Business Partner, you can:

• Effectively meet your customers’ most demanding requirements across the digital spectrum

• Help clients transform their enterprises with powerful customer experience capabilities to engage their customers across all interaction touch points

• Grow your business and strengthen your competitive edge

Thanks for taking the time to explore this unique opportunity. We look forward to working together.

For more information on becoming an IBM Business Partner, visit the Join PartnerWorld web page.

How do I get started as a new Business Partner?1. Join IBM PartnerWorld

2. Review the IBM Software Quick Start step-by-step guide for Business Partners

3. Check out our IBM Digital Experience Resource

Center on a regular basis for the latest updates4. Bookmark the IBM PartnerWorld Systems

Middleware main page and the IBM PartnerWorld

Collaboration Solutions main page5. Enable your sales and delivery teams through

training and certification resources, and use the training paths and IBM certification

6. Maximize your profitability and your team’s education path by reviewing the Software Value Plus (SVP) and Software Value Incentive (SVI) criteria and product categories

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7. Develop your Business Partner Plan and activate your Marketing Plan

8. Go to market and drive demand with IBM Co-marketing programs, and double your marketing funds

9. Check out the Digital Experience Sales Play: #Road2SuccesswDX

10. Learn more about the IBM Digital Content

Marketing (DCM) platform, register to use Web

Content Syndication, execute multi-touch email

campaigns and use the Social Automation tool

For existing Business Partners1. Keep your PartnerWorld Profile up to date 2. Check the IBM Digital Experience Resource Center

and the IBM PartnerWorld Systems Middleware main page regularly for what’s new, latest news, events and webcasts

3. Visit the IBM Systems Middleware Sales and Technical webinars page, download the Profit and grow call

series presentations and listen to the latest replays4. Check out the IBM Collaboration Solutions SalesTalk

and TechTalk

5. Get enabled by checking the upcoming IBM Collaboration Solutions Digital Experience enablement events using IBM PartnerWorld’s event finder

6. Consider becoming a Star Partner by joining the IBM Systems Middleware Star Partners LinkedIn

Group for workshop details and registration7. Strengthen your network with other IBM Business

Partners and IBM subject-matter experts by participating in the online IBM PartnerWorld

Community, the SocialBiz user group and the Global WebSphere user group

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Analyst reports and white papers

• Forrester analyst report – “The Forrester Wave™: Web Content Management Systems, Q1 2015”

• Gartner analyst report – “Gartner Magic Quadrant for Horizontal Portals”

• Gartner analyst report – “Gartner Magic Quadrant for Web Content Management”

• IBM Executive white paper – “Patterns for the Social and Digital Enterprise”

• IDC white paper – “The Business Value of IBM’s Exceptional Digital Experience Solutions”

• Ovum analyst report – “Ovum Decision Matrix: Selecting a Web Content Management Solution, 2014-2015”

Customer references and case studies

• Blue Shield of California Speeds Cloud Deployment with IBM PureApplication System

• Blue Shield of California Speeds Healthcare Law Compliance with IBM PureApplication System

• IBM Digital Experience – Customer Case Studies

• Performance Bicycle: Attracting High-Value Traffic and Boosting Conversion By Up to 20 Percent with an Online Learning Center

Digital experience solutions sales kits

• IBM Customer Experience Suite sales kit

• IBM Digital Experience on Cloud sales kit

• IBM Employee Experience Suite sales kit

• IBM Forms and IBM Forms Experience Builder sales kit

• IBM Web Content Manager sales kit

• IBM Web Experience Factory Version 8.0 sales kit

• IBM WebSphere Portal V8.5 sales kit

• Updated Digital Experience Business Partners Solutions sales kits

Resources

Videos

• Banca Popolare dell’Emilia Romagna Discovers a New Co-Creation Approach with the Help of IBM

• Caixa Increases Productivity with IBM Digital Experience Solutions

• IBM Cloud Marketplace How-To: Make a Website in 2 Minutes

• IBM Digital Experience: Continually Reinventing Customer and Employee Engagement

• IBM Digital Experience: End-to-End Digital Customer Experience

• IBM Digital Experience: End-to-End Digital Experience from IBM

• IBM Digital Experience: Mobile App Content Management Capabilities

• IBM Digital Experience on Cloud: Do Today What Your Competition Can’t Do Until Tomorrow

• IBM Digital Experience: YouTube channel

• IBM ExperienceOne Demo – Greenwheels

• Powering Exceptional Designs: The Fashion Institute of Design and Merchandising Digital Experience

• What Are the Benefits of WebSphere Portal Server Patterns for IBM PureApplication System?

Web pages

• IBM Collaboration Solutions (ICS) PartnerWorld

• IBM Digital Experience

• IBM Digital Experience Cloud

• IBM Digital Experience Content

• IBM Digital Experience Resource Center

• IBM PartnerWorld Systems Middleware

• IBM WebSphere Software PartnerWorld

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© Copyright IBM Corporation 2015 IBM Systems Middleware Route 100 Somers, NY 10589

Produced in the United States of America June 2015

IBM, the IBM logo, ibm.com, MobileFirst, PartnerWorld, Sametime, WebSphere, and Worklight are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml

This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates.

The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.

1 The Watermark Consulting 2013 Customer Experience ROI Study. April 2, 2013.

2 McKinsey & Co. “Bullish on digital: McKinsey Global Survey 2013.” 3 Forrester Research Inc. “The Unified Customer Experience

Imperative.” May 2013. 4 The Watermark Consulting 2013 Customer Experience ROI

Study—April 2, 2013. 5-8 Forrester/Russell Reynolds 2014 Digital Business Online Survey.9-18 IDC whitepaper. “The Business Value of IBM’s Exceptional Digital

Experience Solutions,” January 2015. 19 Gartner, Inc. “Magic Quadrant for Horizontal Portals,” G00260888,

October 2014.

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