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Deepen Your Customer Relationships

03 - Deepen Your Customer Relationships 2

Renovations, Inc. CEO

IBM

Our Website isn’t

delivering the business

results we need.

The IBM Customer

Experience Suite can

improve your Website

results.


Exceptional Web Expriences Deliver Measurable Results


The IBM Customer Experience Suite

Creates exceptional Web experiences

Builds on Connections,

Quickr, portals, and wikis

Integrates content from a

variety of sources

Delivers content to mobile

devices

Supports web analytics

Social

Web Content / Portal Platform

Mobile

Rich Media

Search

Unified Communications

Analytics

Commerce


Build Compelling Web Sites With The IBM Customer Experience Suite

Create dynamic, engaging web experiences that wow

customers

Optimize the experience to maximize results

Target the right experience to the right user via the

right channel at the right time

Reach customers across multiple channels – mobile,

Web, kiosk, email...

Easily Deliver information from different business

systems

Improve customer loyalty by enabling users to

Socialize

Realize business goals!


The IBM Customer Experience Suite Can Create, Manage And Publish Content

Create new sites,

mashups, wikis, etc.

Use your existing tools

(Adobe Dreamweaver,

Lotus Symphony, Microsoft

Office)

Workflow capabilities for

site consistency, quality,

accuracy

Site management tools


Get Started Quickly With Templates

The IBM Customer Experience Suite has a comprehensive set of templates

SharePoint has a very limited set of page as well as site templates

News overview

Events

News item

Biography

Training announcement

Interactive animations

Landing pages

Flexible teasers

Others available from IBM

and partners


Enhance Content With Digital Media

The IBM Customer Experience Suite includes IBM Web Content Manager

Enables tailoring for

different devices via profiling

and tagging

Supports rich media

components including

HTML5 and Adobe Flash

RIAs

Integrates with Media

Beacon, Qumu, and Genus

Technologies' MediaUpshot


IBM Web Content Manager Handles Many High-Traffic Sites

High-traffic sites integrating

rich media content with IBM Web Content

Manager

French Open

http://www.tonyawards.com/en_US/index.html

http://www.usopen.com/en_US/index.html

http://www.wimbledon.org/en_GB/index.html

http://www.usopen.org/

http://www.masters.com/en_US/index.html

http://www.australianopen.com/en_AU/index.html


Benefits Of Personalized Content

Delivers memorable experiences that adapt to a user's interests

Enhances cross-sell and up-

sell with tailored

recommendations

Keeps online experiences

dynamic and relevant

Increases customer

engagement

Delivers localized content to

a global audience

Personalization can increase conversion rates by 70% searchenginewatch.com/3634419

66% of shoppers report

purchasing additional

products at least once in a

while, with 21% doing so

most or all of the time - Emarketing and Commerce


Demo: Personalizing Content

Use the IBM Customer Experience Suite to create new content for the site.

Create a promotion to target

particular customers and

devices.

Add analytics support to

measure the effects of

personalization and

promotions.


What Did We Just See?

The IBM Customer Experience Suite employs extremely sophisticated targeting and personalization.

Basic content

Device-specific content

Geography-specific content

Promotions

The IBM Customer Experience Suite also makes it easy to

link to analytics to measure the performance and

effectiveness of your site.

SharePoint's personalization, on the other hand, is extremely

rudimentary and relies on simple lookup of user profile

attributes.


Optimize Your Content For External Search Engines

The IBM Customer Experience Suite generates all the necessary pages and content

Allows you to create a sitemap

for search engines

Generates seedlists for

external search engines to

index the site

SharePoint is geared towards

internal searches

SharePoint requires you to

write code to build the sitemap

and doesn't support seedlists

The IBM Customer Experience Suite creates a friendly URL

to the portal page that is easy to read and reference.

Generated links are friendly as well.


Establish Relationships With Customers Through Social Interactions

The IBM Customer Experience Suite provides state-of-the-art social features through Lotus Connections

Support conversations and information sharing

Wikis, blogs, forums,

communities, ratings, tags,

comments, etc.

Allow users to find the right

people based upon their profiles

Expertise, projects,

responsibilities, interests

Enable customers to get problems

resolved quickly with click-to-chat

functions


Other Social Features

Link enterprise profiles with social profiles to syndicate content to and from external social sites such as Facebook and Twitter

Single sign-on through open standards such as OAuth and

OpenID:

SharePoint requires Active Directory and Windows Kerberos-

type claim ticket authentication

Syndicate content via open standards such as RSS/Atom,

REST, iWidget, or OpenSocial

SharePoint can only consume/produce RSS from its lists


The IBM Customer Experience Suite Is Integrated With WebSphere Commerce

The IBM Customer Experience Suite integrates with WebSphere Commerce

Convert visitors into buyers

with product catalogs and

shopping cart support

Syndicate content to

WebSphere Commerce

Leverage more than 350

SOA-based services from

WebSphere Commerce


Analytics Help You Build A Better Site

Measure and fine-tune the customer experience

Manage your marketing

resources intelligently

Make better decisions faster

Out-of-the-box support for

leading analytics providers

such as Coremetrics,

Omniture, Unica and

WebTrends


How Is Your Site Doing?

The IBM Customer Experience Suite collects 17 metrics out of the box

You can extend these with

the analytics builders in

Web Experience Factory

V7.01 or RAD

You can control which

pages or portlets are

instrumented

Who visits my site?

How did they find it?

What device and browser

are they using?

What are they doing?

What did they search for?

Did they find it?

What are the most popular

areas?

What if I pick content with

Rule B instead of Rule A?


Customers Like HSBC Use Analytics To Test The Effectiveness Of Campaigns

Which picture had the best click thru rate on the Home Page?

A B

C D

1.88%

2.30%

The optimized content can be anything – image, text, links or tools

35% difference between best & worst

1.71%

1.75%


Demo: Coremetrics Analytics


What Did We Just See?

Basic metrics:

Operating system

Screen resolution

Browser type

Analytics:

Most popular pages

Most common paths

Promotions and custom content

How effective are our new promotions?


Sites Need To Integrate Mobile Devices

The IBM Customer Experience

Suite supports themes for

smartphones

Detects the device type and

serves pages optimized for

mobile devices

You can use HTML, CSS, and

JavaScript to create themes that

look like native apps on the

device

More themes are available from

the IBM Business Solutions

catalog


Sites Need To Integrate With Applications

The IBM Customer Experience Suite supports SAP, Siebel, Facebook, Excel, Twitter, YouTube, web services, portlets, etc.

The included mashup and

portal frameworks make this

easy.

You can create a catalog of

shared social components,

then turn that catalog into

feeds and Web services.


Sites Need To Integrate In Many Ways

Portlets, iWidgets, Gadgets

Web services, REST

services and other APIs

Use adapters from the

Web Experience Factory

V7.01 or create your own

in RAD

Use an existing Web UI

WSRP support (Web

Services for Remote Portals)

Other enterprise products


Sites Can Integrate SharePoint Data

SharePoint Site

Custom Apps or SharePoint Document Library

* Supports SharePoint 2007 today, with 2010 to follow

Discover SharePoint servers using the Omnifind crawler

IBM Portlet for Exchange

supports Microsoft

Exchange 2010 for Mail and

Calendar functions

Access SharePoint 2010

documents

Access SharePoint sites

and teamrooms through

using the new Web

Application Bridge*

Web E

xp

erience F

acto

ry


What About Liferay, Autonomy Or Beehive?

Customer Experience Suite

Liferay Autonomy

Web Content Management

Digital Asset Management

Personalization Only profile based

Social

Search Basic

Commerce

Analytics Only Google

Analytics

Application Integration Limited to Mule

ESB

Oracle Beehive has been supplanted by Oracle WebCenter Spaces. Beehive has not been updated for some time and there were no sessions on Beehive at OpenWorld 2010


Summary

Exceptional Web experiences engage customers on a whole new level.

The IBM Customer Experience Suite combines the best of

collaboration (Lotus Connections, Lotus Quickr, wikis) and

targeted content (portals, portlets, iWidgets, gadgets)

Targets content by customer attributes, device, geography,

promotions and other criteria

Supports analytics to help you manage your site

Integrates with WebSphere Commerce

The IBM Customer Experience Suite gives you an elegant,

manageable way to deliver the right experience to the right user

via the right channel at the right time

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