The transformation of leadership

Tomorrowland of Leadership
How Today´s Healthcare Leaders are Increasing tomorrows Customer Satisfaction and
Companies Value by Smarter Integrated Cognitive Solutions (SICS)

http://www.pinterest.com/fjonker/tomorrowland-of-leadership/

Business & Technology Leadership
in Healthcare supported by IBM Watson
Friedel Jonker, IBM Software Client Leader, December 2013

© 2013 International Business Machines Corporation

Focus on Data
Build Cognitive Services
Adopt Cognitive Centric Models

IBM Watson ushers in a new era of computing . . .
System
Intelligence

Cognitive

Programmatic
Tabulation
Punch cards
Time card readers

1900

Search
Deterministic
Enterprise data
Machine language
Simple outputs

1950

Discovery
Probabilistic
Big Data
Natural language
Intelligent options
1

2011

. . .enabling new opportunities on an Business & Technology optimized architecture.

A look behind the scenes at the ultimate in compute intensive
Cognitive Big Data architecture
System Specifications

IBM Portfolio Category

2880 Processing Cores

Content
Analytics

90 IBM Power
Systems 750
Servers

Business
Analytics

16 Terabytes Memory
(RAM) – 20TB Disk
Big Data
80 Teraflops (80
trillion operations
per second)
Databases &
Data
Warehouses

Workload Optimized
Systems

In the past 5 years IBM has spent over $14B in
analytical acquisitions and $6B in R&D annually

New !!! IBM Watson Engagement Advisor
What it does:

How it does it:

Transforms client engagement by
knowing, engaging and empowering clients
where they are

Answers questions and guides users
through processes with plain-English
dialogue

Develops client relationships by
reaching out to clients who do not leverage
traditional channels

Leverages natural language to interact
with users and build knowledge and
expertise

Empowers consumers and contact
center agents to take informed action with
confidence

Utilizes evidence evaluation and
learning to provide informed and
effective responses to users


IBM Watson Engagement Advisor deployment cycle
Upload content &
add Q&A pairs

Ready
• Identify content
• Develop Q&A
training set

Add content and
Q&A pairs

Configure
• Configure &
adapt for use
cases
• Validate UX

Teach
• Auto. ingest
documents
(PDF, HTML,
etc.)

Migrate pilot instance to
production. Full production
Q&A pairs
Pilot
• Test &
evaluate

Run

Extend

• Utilize Watson
in production

• Expand corpus
• Utilize Watson
in new domains
IT
Developer

Executive
SME

Automated
content ingestion
tools

IT
Developer

Toolkit allows
building custom
UIs

SME

Q&A pairs used
for training &
improved
accuracy

IT
Developer

Activity Monitoring
Tools assess
results and provide
recommendations

End
User

WCEA End User
UI

SME

Tight
integration
with existing
infrastructure
or stand
alone offering

Configure / Deploy Cycle = 6 Weeks target

The transformation of Leadership in Healthcare
has just begun…
Unnecessary
procedures

Health

Unsustainable
costs
Plans
Inconsistent prices

Aging Populations

Healthcare Reform

Population Management

Regulation

Accountable Care
Individual

Disease complexity

Care Providers

Highly targeted therapies

Shortage of MDs


Rich data and advanced technologies are the fuel…

90%
of the world’s data
was generated in
the last two years

80%

New and
numerous
data sources
EHRs, Labs, Genetic
Biomarkers, BioMonitoring, New
Targeted Therapies,
Claim History, Family
Histories, Patient
Preferences

New
platforms
Collaborative and
mobile
technology
platforms
facilitate a holistic
view of the
individual and
enable new ways
to coordinate care
delivery

of the data is in an
unstructured form

31.7%
expected CAGR in
the big data
marketplace*

Analytics
innovations
Advanced analytics like
IBM Watson apply reasoning,
and complement tools that
surface patterns and
anomalies

Evidence-Based,
Precision,
Personalized,
Patient-Centered
Medicine

*IDC Worldwide Big Data Technology and Services 2012-2016 Forecast, December 2012

The pace of “Big Data” is accelerating…

1 Billion

$500 Billion

4X

projected health-related
apps downloaded a year
by 2016

avoidable annual costs by
improving medicine
adherence

people over 60 unable
to care for themselves
by 2050

IBM Global Technology Outlook - 2012


The future will look very different…

Health Plans

Accountable
Care
Providers

Cognitive
Medical
Decision
Support
Tools

Care Providers

EHRs, Labs, Genetic Biomarkers,
Bio-Monitoring, New Targeted
Therapies, Claim History, Family
Histories, Patient Preferences,
Clinical Trials, Drug Disclaimers,
Medical Evidence


The volume is overwhelming and the language is complex
Diseases

Medications

Symptoms

Modifiers


IBM Watson can help address the challenges of healthcare

1 Understands natural language,
including medical guidelines,
publications and clinical notes
Generates and
2 evidence-basedevaluates
hypotheses
to improve patient care

3 Adapts and learns from
interactions and outcomes


Watson is a massively parallel system
Learned Models
help combine and
weigh the Evidence

Evidence
Sources
Inquiry

Primary
Search

Inquiry/Topic
Analysis

Answer
Scoring

Evidence
Retrieval

Candidate
Answer
Generation

Inquiry
Decomposition

Hypothesis
Generation

Hypothesis
Generation

Models

Deep
Evidence
Scoring

Hypothesis and Evidence
Scoring

Scoring

Synthesis

Models

Models

Models

Models

Answer
Sources

Models

Final Confidence
Merging & Ranking

Responses with
Confidence


Watson is trained to understand, discover and learn
Learned Models
help combine and
weigh the Evidence

“Ingest” relevant data across a
Evidence
broad domainSources
to create a repository
Inquiry

Answer
Sources

Understand an
Primary
ambiguous
Search
English language
inquiry

Answer
Scoring
Candidate
Answer
Generation

(e.g. Patient Case)
Inquiry/Topic
Analysis

Evidence
Retrieval

Models

Models

Train and Adapt
Models
through Models
Machine
Models
Learning Models

Deep
Evidence
Scoring

Find evidence to
support responses

Inquiry
Decomposition

Hypothesis
Generation

Scoring

Generate potentially
relevant responses
(e.g. Treatments)
Hypothesis
Generation

Synthesis

Final Confidence
Merging & Ranking

Rank responses with
“confidence” factors
Scoring

Responses with
Confidence


Training Watson for Healthcare
Health and
Wellness
Clinical Treatment
Options
Guidelines and
Policies
Medical
Terminology

Watson first needed
to learn basic
medical terminology

Watson is taught
how to adjudicate
medical requests
subject to policies
and guidelines

Watson begins to
learn how to
understand a patient
case and identify
candidate treatment
options and relevant
supporting evidence

Watson will broaden
its base of medical
knowledge and
deepen its
understanding of
data relevant to
patient health


Initial Watson for Healthcare Solutions
IBM Watson Case Advisor – Beta
Provides deep patient case insights and key details

IBM Watson Expert
Advisor

WellPoint Interactive Care
Insights (for Oncology)

IBM Watson Care
Advisor – TBD

Scientists

Clinicians

Patients

Assist with identification,
investigation and validation
of new therapies

Assist in identifying
individualized treatment
options for patients

Assist in post procedure
and on-going care

Accelerate Research
and Insights

Improve Diagnosis
and Treatments

Enhance Coordination
of Care and Outcomes

WellPoint Interactive Care Guide and Care Reviewer
Streamlines authorization of procedures and ensures adherence to care guidelines


The Watson for Healthcare Ecosystem

Governments
Home health
agencies

Education

Physicians,
nurses and
practitioners

Social
programs

Hospitals

NGOs

Public
health

Therapists

Individual
Health
plans

Medical devices
and
diagnostics
Biopharmaceuticals

Family

Employers


Watson enables three classes of cognitive services
Ask
• Absorb and leverage incredibly vast amounts of data
• Ask nuanced questions for greater insights
• Understand questions in our natural language

Discover
• Find deep rationale for given answers
• Request additional information to improve responses
• Move from basic search to Discovery

Decide
• Ingest and analyze domain sources
• Generate evidence-based decisions with confidence
• Learn with each new action and outcome


The future of healthcare will be different

Baby boomers retire daily

Mobile devices world-wide;
1B+ of them smartphones

Active Facebook, Twitter,
and YouTube accounts

“It’s too hard”

Intolerance of mass-market,
impersonalized approaches

% top performers
integrating analytics for
better insights

“You don’t know me”

Need the right information in the
right place at the right time

“You’re not connecting with me”
Social / mobile replacing PC/web for quick,
easy answers but 75% of self-service fails

Innovative
Business & Technology Leaders
are
Driving the Next Level of Customer
Engagement with Cognitive Computing
3 Takeaways

1. Customer expectations about engagement are
changing dramatically
2. IBM Watson enables transformational
engagement
3. Innovators are leveraging this disruptive
technology now

ibmwatson.com
facebook.com/ibmwatson
@ibmwatson


IBM Software Group,
Friedel Jonker, Software Client Leader
Retail & Consumer Products
Career History and Education
2008-

today

IBM, SCL Retail & CP, Germany, Business Development
Manager IBM & SugarCRM, SCL Travel & Transport,
Business Development Manager Analytics & PM,
Managing Consultant CRM & BI

1994-

2008

Deutsche Leasing AG, S-Finance Group, Germany, CRM
& BI Business and Program Director

1990-

1994

Citicorp-Citibank AG, Germany, European Manager
Marketing Database VISA

1989-

1990

Ogilvy & Mather Dataconsult, Germany, Consultant
Database Marketing

1988-

1989

Infas, Germany, LOCAL-Direct Project manager for SRPM
with Location Intelligence (LI)

1982-

1988

University of Münster, Master of Business Management in
Marketing & Statistics

Languages and Profile
German, English (fluent).
CRM, BI/LI Strategy Leader IBM GBS Germany.
Winner of the Sales Excellence Award 2005 from the University
of St. Gallen and Handelsblatt.
Broad experience in Planning and Implementing value based
CRM & BI/LI Strategy, Processes, Architecture and Systems.
Member of the MIT, Member of the Sales Executive Councile and
member of Marketing Alumni, University of Münster, Germany

Summer Session 2013 related information

More on: http://pinterest.com/fjonker/boston-harvard-and-mit/

References–Literature and Presentations 1994-2013
Database Marketing (1994-2000)
•

Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994

•

Leadership durch Informations- und Lernsysteme, in: Know-how, Schumann Unternehmensberatung AG, April 1996

•

Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.

CRM (2001-2007)
•

Von Database Marketing zum CRM, in: Computerwoche, 19/2001

•

Mit intelligentem Database Marketing und CRM zu überdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin

•

Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003

•

McKinsey, Handbuch StrategischensManagements, Kapitel 3, Innovation und Wachstum, Wachstum durch innovative Produkte, Gabler 2003

•

Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Februar 2003

•

Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff

•

CRM und Sales -2 Seiten einer erfolgreichen Verbindung, im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005

•

Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006

•

CRM als strategisches Element der wertorientierte Unternehmensführung der Deutschen Leasing AG -7P Programm für erfolgreiche CRM-Programme –
Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007

•

Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007

Multichannel Customer Management (2008-2010)
•

Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008

•

Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgart, October 2009
http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes

•

Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009

Integrated Realtime Corporate Management (2010-2011)
•

Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence
Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010

•

Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010

•

Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart,
Dezember 2010

Social Business, Social CRM and Cloud (2011-2012)
•

Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011

•

SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012

•

Social Collaboration and Social CRM in the Secure Cloud today, bwcon: Dialog @IBM 2012, Ehningen, April 2012

Retail & Consumer Products (2013)
•

IBM Future of Retail & Consumer Products 2013, Frankfurt, Barcelona, Geneva, March 2013

•

IBM Social Business Strategy 2013, Frankfurt, March 2013


Friedel Jonker
Dipl.-Kaufmann
Software Client Leader
Retail & CP
IBM Software Group

Wilhelm-Fay-Strasse 30-34
D-65936 Frankfurt
Phone (+49)-69-6645-1227
Fax (+49)-69-6645-5640
Mobile (+49)-160-9638657
Jonker@de.ibm.com

More information from IBM and me. Look at Xing, Linkedin, Youtube,
Twitter, Scribd, Slideshare, Lotus Greenhouse and Pinterest.
http://pinterest.com/fjonker/
Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster),
Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT),
Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.),
Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD)
Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM),
David Croslin, Rawn Shah (IBM), Sandy Carter (IBM)
and other leading Thinkers and Practitioners have already done it.
Business is People ☺

Selection of Companies on my Networks:
3M, Agfa Healthcare, Amadeus, American
Express, Ameriprise,
Booz & Company, Capgemini, Citigroup,
Daimler, Deutsche Bank, Deutsche Telekom,
Deloitte & Touchee, EDEKA, Ernst & Young,
IBM, IMS Health, Kaufland, Kaisers, LIDL,
Lufthansa,
McKinsey, Nestle, Nokia, OBI, O2, P&C, REWE,
Samsung, Sears, Siemens, Swisscard,
Tengelmann, Thomas Cook, TUI, Vodafone,
Volkswagen and more. ☺

IBM has a rich portfolio of capabilities to help you to drive your client value and
your business value
Need
Engage
customers,
citizens and
employees as
individuals

Capabilities
Commerce
Enterprise Content Management
Enterprise Marketing Management

Need

Capabilities

Speed delivery
of new products
and services

Application Infrastructure
Business Process Management

Procurement

Connectivity, Integration and
Service-Oriented Architecture

Smarter City Operations

Application Lifecycle Management

Social Collaboration

Product and Systems Development

Talent and Workforce Management

Enterprise Modernization

Unified Communications

Expert Integrated Systems

Web Experience

Capitalize on
big data to know
and act

Big Data
Business Analytics
Data Management

Use cloud to
drive strategic
change

Asset and Facilities Management
Cloud and IT Optimization
Enterprise Endpoint Management

Data Warehousing
Information Integration
and Governance

Engage anyone,
anytime,
anywhere

Mobile Development and Connectivity
Mobile Insights and Analytics
Mobile Management and Security

Protect the
brand and
future

Application Security
Data Protection
Identity and Access Management
Infrastructure Protection
Security Intelligence and
Compliance Analytics

IBM Integrated Software Solutions Portfolio
Software Solutions Group
Business
Analytics

Social
Business

Industry Solutions
Commerce

Enterprise
Content
Management

Portal

Commerce

Enterp.
Marketing Man.


IBM Investments to drive Customers & Clients Value

2012

• $16B+ in 30+ Acquisitions Since 2005

Compensation & Sales Performance Management
Supply Chain Optimization

• 10,000+ Technical Professionals
• 7,500+ Dedicated Consultants

Price & Promotion Optimization

• Largest Math Department in Private Industry

Advanced Security Analytics
Risk and Regulatory Analytics

• 27,000+ Business Partner Certifications

Social Analytics/Consumer Insight

• 8 Analytics Solutions Centers

Workload Optimized Systems

• Optimized hardware and software offerings

Advanced Case Management

• 100 analytics-based research assets;
almost 300 researchers

Content Analytics
Decision Management
Stream Computing
Pervasive Content
pureScale
pureXML

Deep Compression
Developer Productivity
Autonomic Operations

2005


New IBM Acquisitions complement and enhance our ability to deliver value to clients
Turn information into
insights

Financial risk management
Information Optimization

Financial governance Governance, compliance,
risk management

Master data management
Sales Performance Mgmt.

Data and document capture

Deepen engagement
with customers,
partners, and employees

B2B integration,
Web analyticsCloud-based analytics

Deliver enterprise
mobility

Mobile computing platform

Enable agile business
processes and
applications

Business Need

Social enterprise
Threat
management
Procurement and
analytics
sourcing

Enterprise marketing
management

Cust. Experience
Mgmt.

Optimize business
infrastructures

Data warehouse appliances

BPM for LOB

Enterprise asset management

Accelerate product and
service innovation

Cloud integration

Network automation

Endpoint management

Software testing
for complex systems

Manage risk, security, and
compliance

*acquisitions since 2010
Security intelligence

Recent IBM acquisitions help to Engage customers, citizens and employees as
individuals. Business is People ☺
Commerce

Selling, order mgmt, supply
chain mgmt | 2010

Data & document capture | 2010

Big Data mining for improved information economics | 2013

Enterprise Content Management

Document image viewing | 2013

Legal & information governance | 2010

Enterprise Marketing
Management

Procurement

Social Collaboration

Smarter City Operations

Talent and Workforce
Management

Pricing, promotion and product mix optimization | 2012

Web analytics | 2008
Customer Experience Management | 2012

Enterprise marketing mgt. | 2010

Procurement and contract
management | 2012

Small business server
solutions | 2008

Intelligence analytics
2011

Hosted, multilingual e-mail service | 2009

Social enterprise management | 2011

Talent and Workforce
Management | 2012


And IBM Mobility Apps for Social Business, Commerce and Business
Intelligence & Analytics makes you independent from your workplace

More: http://de.scribd.com/collections/4317939/MIT-IBM

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