IBM Platform for Social Business IamLUG 2013
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IBM Platform for Social Business IamLUG 2013
- 1. © 2013 IBM Corporation IBM Platform for Social Business Luis Guirigay Consulting Client Technical Professional | IBM luis_guirigay@us.ibm.com | twitter.com/@lguiriga | about.me/lguiriga
- 2. 3 © 2013 IBM Corporation About me - IT Architect with 15 years working with IBM technologies , Public Speaker and IBM Certified Instructor - Published Author for developerWorks & Co-Author of the following IBM Redbooks • Implementing IBM Lotus Domino 7 for i5/OS • Preparing for and Tuning the SQL Query Engine on DB2 for i5/OS • Deploying IBM Workplace Collaboration Services on the IBM System i5 Platform - IBM Certified Developer • IBM Lotus Notes/Domino 5, 6, 7, 8, 8.5 and Lotus Workflow 3 - IBM Certified Administrator • IBM Lotus Quickr 8.5 • IBM Sametime 7.5, 8 and 8.5 • IBM Connections 2, 2.5, 3.x, 4 • IBM Notes/Domino 5, 6, 7, 8, 8.5 and 9 • IBM WebSphere Portal 6.0, 6.1, 7.0 and 8
- 3. 4 © 2013 IBM Corporation Social Business is...
- 4. 5 © 2013 IBM Corporation “A Social Business is an organization whose culture and systems encourage networks of people to create business value...' “Social businesses connect individuals, so they can rapidly share information, knowledge and ideas by having conversations and publishing informal content.”
- 5. 6 © 2013 IBM Corporation Some facts about IBM and Social Business...
- 6. 7 © 2013 IBM Corporation Social is transforming the way we interact 30 billion pieces of content are shared on Facebook each month More companies Now use social Internally than Externally Pinterest drives more traffic to retail sites than Google+, YouTube and LinkedIn combined 6% of top financially performing companies leverage social in their processes Sources: Twitter, Jeff Bullas; Pew Internet & American Life Project; IDC; LinkedIn; The Real Time Report; Pintrest; Regalix
- 7. 8 © 2013 IBM Corporation IBM #1 Social Business Leader
- 8. 9 © 2013 IBM Corporation According to IDC, the worldwide enterprise social market segment reached $1.0 billion in 2012, representing growth of 25 percent over 2011.*
- 9. 10 © 2013 IBM Corporation How to become a Social Business ? It is all about the Use Cases....
- 10. 11 © 2013 IBM Corporation Social Business Use Cases Gain External Customer Insights • Learn customer opinions and preferences • Identify with key customers Finding Expertise • Quickly locate the right people • Connect the best possible resources to respond to customer needs • Document and share reusable solutions Increase Knowledge Sharing • Capture, share and access information more efficiently • Reduce unproductive time spent searching and exchanging information
- 11. 12 © 2013 IBM Corporation Social Business Use Cases Improve Recruiting and On-Boarding • Collaborate to and connect the right candidate to the right position • Better connect, engage and retain new hires • Streamline assessment and hiring process Managing Mergers and Acquisitions • Increase success rate of merger and acquisition activities • Accelerate creation of “One Company” community and culture
- 12. 13 © 2013 IBM Corporation Can achieve 5% reduction in customer defection rate increasing profits by up to 68% Can develop and bring new products to market in 1/3 time Can achieve 100% increase in market exposure Business Process that can benefit from Social Business Marketing Reaching new audiences Product Development Speeding time-to-market Can increase sales manager revenue by 40% and improve efficiency by up to 50% Sales Improving productivity Customer Service Improving customer retention Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study
- 13. 15 © 2013 IBM Corporation IBM is leading social business in three dimensions...
- 14. 16 © 2013 IBM Corporation Dynamic: Delivering results for industry leaders of the top 10 banks and retailers of the Largest Telcos Governments covering all G8 nations 60%the Fortune 100 Proven Expertise 8 12 500
- 15. 17 © 2013 IBM Corporation Differentiated: IBM's is leading the way by delivering the industry's leading social business capabilities in the cloud CLOUD FIRST MOBILE ALWAYS MULTIPLE CHOICES
- 16. 18 © 2013 IBM Corporation Deep: Offering the deepest ecosystem and expertise Over 39,000 partners Most important software domains Over 700 partners with business applications Thousands of experts Proven Industry Leader
- 17. 19 © 2013 IBM Corporation Let's talk about the IBM products that will help you to become Social....
- 18. 20 © 2013 IBM Corporation IBM Connections - Leading by creating a new world of possibilities
- 19. 21 © 2013 IBM Corporation Demo IBM Connections 4.5 and IBM Connections Content Manager
- 20. 22 © 2013 IBM Corporation IBM Notes and Domino 9 - Empowering today’s workforce
- 21. 23 © 2013 IBM Corporation Demo IBM Notes and Domino 9
- 22. 24 © 2013 IBM Corporation IBM Sametime “Next” – Social Communications (See Disclaimer)
- 23. 25 © 2013 IBM Corporation IBM Docs – Social Documents Co-editing indicators Extensive Comments Each editor currently active is listed with a color. The changes of each editor will be highlighted in that color. File options
- 24. 26 © 2013 IBM Corporation Differentiated: Exceptional Web Experience Suites Engaging customers and employees on their terms
- 25. 27 © 2013 IBM Corporation Demo IBM Exceptional Web Experience
- 26. 28 © 2013 IBM Corporation Let's talk about IBM Cloud
- 27. 29 © 2013 IBM Corporation Organizations are exploiting these cloud business enablers to drive innovation that extends well beyond IT and into the boardroom.Business Scalability instant capacity Masked Complexity handled by the cloud so you don't have to Value Chain Connectivity eliminates traditional IT barriers Cloud is Game-Changing for Business Cost Flexibility pay as you go Market Adaptability easy to sample and deploy Cloud's Business Enablers Source: IBM Institute for Business Value Analysis, 2012 Content-Driven Experience customized by user need
- 28. 30 © 2013 IBM Corporation © 2011 IBM Corporation Built for Business.....Social Business.... in the cloud What Sets IBM Apart Simplest way to interact across business boundaries Fastest way to make your existing process social Keeping private business exactly that Public, Dedicated, Premises or Hybrid – it's your choice Bring your own device, we're open for social business
- 29. 31 © 2013 IBM Corporation Deployment Considerations Public Cloud Private Cloud On Premises License Rental, pay per use Rent or bring your own You own Customization Configurable Some customization Completely customizable Software Updates Evergreen – automatic updates to latest features Defined update cycle Upgrade at your own pace Data Residency IBM global SaaS data centers IBM global private cloud data centers Your data center Stack Shared applications and hardware Dedicated instance on shared hardware Your own hardware and infrastructure Elasticity, Agility Provision and scale up or down immediately Immediate, based on customization needs Dictated by your capital and IT resource IBM offering the most Flexibility in Business Service Delivery Models Hybrid Customization, FlexibilityAgility, Price Advantage
- 30. 32 © 2013 IBM Corporation Here is the big picture.....
- 31. 33 © 2013 IBM Corporation IBM Platform for Social Business Deployment Options SaaS Cloud Dedicated Private Cloud On Premises Hybrid Smarter Workforce IBM Employee Experience Suite Kenexa Talent Management Suite Smarter Commerce Exceptional Customer Experience IBM Customer Experience Suite Social Networking Social Analytics Social Content Social Integration IBM Enterprise Content Management IBM Social Analytics Suite IBM Connections IBM Notes & Domino 9 IBM Sametime IBM Docs IBM WebSphere Portal IBM Web Content Manager IBM SmartCloud for Social Business
- 32. 34 © 2013 IBM Corporation Customer References
- 33. 35 © 2013 IBM Corporation Omron: Unlocking operational efficiency by delivering an integrated and social intranet Increases productivity Enables employees to locate product and technology expertise, share customer information, easily publish content and tag information for rapid retrievalEnables sales to share customer information Helps ensure that sales teams can share common information on customers, such as leads, purchases and locations, resulting in a more unified sales effort
- 34. 36 © 2013 IBM Corporation Children’s Medical Center Dallas: Leading by integrating social into patient care and disease management processes Created customer advocates by redefining how they care for patients to improve patient experiences and health outcomes with 24x7 access to personalized private support communities, integrated care information, and all relevant patient information. . 75% reduction in clinic phone calls
- 35. 37 © 2013 IBM Corporation These businesses got Social with IBM
- 36. 38 © 2013 IBM Corporation Thanks / Gracias !!!! Questions ?
- 37. 39 © 2013 IBM Corporation Legal Disclaimer • © IBM Corporation 2011. All Rights Reserved. • The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. 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Notas del editor
- Today, social media is making an equally significant impact and has become an increasingly important tool in our daily lives – helping people connect, communicate and share information – forever changing the way people interact.
- IDC has recongnize IBM as the Social Business Leader for 4 consecutive years - more than 60% of the fortune 100 companies use IBM software for Social Business -
- Integrating social into your workforce and into customer experiences creates real business outcomes. This can happen in various business processes. On the slide are just a few examples of real customer results. Marketing Gather insights into what customers will buy next 81% received product purchase advice from friends and followers through a social site Product Development Accelerating innovation to deliver better products faster In software, the top programmers write 10 times the code of average performers (2) Sales: Improving sales skills and matching the right people can help close more deals Top 10% of sellers often generate 30-50% of a company’s revenue. (2) Customer service: Profitable growth depends social, mobile customer self-service $44.6B lost in one year due to online customer experience problems (6) (7) IBM makes sure that our customers can take advantage of social business to be competitive, and we help them apply it to their business situations . This infers that Facebook, Twitter ,etc are fun, but not productive. IBM makes social networking productive. Connections is “Facebook for the Enterprise”, but with real business focus and results.
- IBM is in a unique position in the social business space and continues to be the partner of choice for social business leaders. IBM leads in social business in three dimensions: we are Dynamic, Differentiated, and Deep. Dynamic Client Outcomes : IBM has a proven track record of delivering results for industry leaders - market-leading organizations are already seeing the business benefits of being social today. Differentiated Platform: IBM provides the technology, services and access layers required for business process transformation Deep Ecosystem and Expertise: IBM has a long history of partnering with industry leading technology vendors who provide advanced, best in class capabilities for social business; IBM also has world class industry experts who are helping clients transform their industries by becoming social.
- IBM has a proven track record of delivering results for industry leaders: Experience with leaders – Working with more than 60% of the world's Fortune 100 companies With IBM, leading organizations are gaining a competitive advantage in their industries by creating a smarter workforce and creating exceptional customer experiences such as the examples earlier in this presentation (Reliance Life, Chilean Red Cross, Children's Medical Center of Dallas, and Amadori Group). For more customer examples, please see the Supplemental Materials portion of this deck. (Point of Slide) IBM Connections is not only a leading product, but IBM is the leading organization that actually make change happen and help companies transform to this new way of doing business. IBM started by transforming it’s own global organization.
- Cloud First A common, multi-tenanted code base for both Premises and Cloud offerings Speeding release cycles, enabling rapid, cloud speed innovation Mobile Always Supporting your client and device priorities – regardless of vendor Rich native experiences for the workforce on the move Choice Supporting delivery models for the variety of customer business demands Public, Private, On Premises, and Hybrid
- IBM has a long history of partnering with industry leading technology vendors who provide advanced, best in class capabilities for social business, that tightly integrate with IBM technology to meet nearly any clients’ needs: (Point of slide) This investment and commitment to our customers is also apparent in our partners and the valuable additions they bring.
- A significant component of the IBM Platform for Social Business is IBM Connections – enterprise grade social software for business that enables you to access the right people and content in your professional networks and communities – both internally and externally. IBM Connections provides a foundation for social business and helps organizations to lead by creating a new world of opportunities. IBM’s latest release of IBM Connections – IBM Connections 4 – is the leading social software platform that will allow organizations to: Make everything social and bring their brand to every experience : integrate social into business processes and across the entire customer experience Eliminate the guesswork from their business: offers the most powerful social analytics and metrics to foster vital networks and communities Unlock creativity everywhere across an ecosystem : reveal creativity anywhere, anytime, through a broad range of mobile devices Deploy social software with choice and confidence: deploy securely with cloud, on-premise, and hybrid options IBM is leading by creating a new world of possibilities with IBM Connections- The World's #1 Social Software Platform
- Using IBM Notes and Domino Social Edition, clients can: Transform business processes with a modern, social user interface and OpenSocial integration with the new social capabilities - activity streams, embedded experiences, Files and Profiles plug-in... All from the comfort and convenience of your Inbox Access your business applications right from the web with 1) the IBM Notes Browser plugin removing the need the heavy clients and 2) XPages-developed app that can be targeted for mobile and web use. Support BYOD with the most comprehensive enterprise mobile collaborati on in market, now supporting Windows Phone 7.5/8, BlackBerry 10 BES, and IBM i Server with Traveler. Experience how it easily & conveniently extends your Notes mail, calendar and contact (messaging) info to the industry leading mobile devices.. for anytime/anywhere use. Big time support for BYOD. Integrate, develop and deploy business applications easier and faster than ever before with the application development and deployment capabilities that are built right into the Designer client toolkit (XPages mention here too, but this quandrant appeals to the AppDev person, where as upper right is about using XPages apps to access business information A ll of that in one ND package ... with the Traveler, Files and Profiles being the no-cost entitlements
- Using IBM Notes and Domino Social Edition, clients can: Transform business processes with a modern, social user interface and OpenSocial integration with the new social capabilities - activity streams, embedded experiences, Files and Profiles plug-in... All from the comfort and convenience of your Inbox Access your business applications right from the web with 1) the IBM Notes Browser plugin removing the need the heavy clients and 2) XPages-developed app that can be targeted for mobile and web use. Support BYOD with the most comprehensive enterprise mobile collaborati on in market, now supporting Windows Phone 7.5/8, BlackBerry 10 BES, and IBM i Server with Traveler. Experience how it easily & conveniently extends your Notes mail, calendar and contact (messaging) info to the industry leading mobile devices.. for anytime/anywhere use. Big time support for BYOD. Integrate, develop and deploy business applications easier and faster than ever before with the application development and deployment capabilities that are built right into the Designer client toolkit (XPages mention here too, but this quandrant appeals to the AppDev person, where as upper right is about using XPages apps to access business information A ll of that in one ND package ... with the Traveler, Files and Profiles being the no-cost entitlements
- Using IBM Notes and Domino Social Edition, clients can: Transform business processes with a modern, social user interface and OpenSocial integration with the new social capabilities - activity streams, embedded experiences, Files and Profiles plug-in... All from the comfort and convenience of your Inbox Access your business applications right from the web with 1) the IBM Notes Browser plugin removing the need the heavy clients and 2) XPages-developed app that can be targeted for mobile and web use. Support BYOD with the most comprehensive enterprise mobile collaborati on in market, now supporting Windows Phone 7.5/8, BlackBerry 10 BES, and IBM i Server with Traveler. Experience how it easily & conveniently extends your Notes mail, calendar and contact (messaging) info to the industry leading mobile devices.. for anytime/anywhere use. Big time support for BYOD. Integrate, develop and deploy business applications easier and faster than ever before with the application development and deployment capabilities that are built right into the Designer client toolkit (XPages mention here too, but this quandrant appeals to the AppDev person, where as upper right is about using XPages apps to access business information A ll of that in one ND package ... with the Traveler, Files and Profiles being the no-cost entitlements
- Exceptional Web Experience: Use Chalkboard approach like on slide 14 Social Business Deck with four words in the corner. Four areas to focus for ENGAGING both customers and Employees Understand individual in your market - Understand changing customer and employee needs with web, social, qualitative metrics Deliver Exceptional service - Integrated business and social tools to provide a seamless, self-service experience Engage individuals in their community - Experience tailored based on audience context, behavior, and interest Reach people on their device of choice - Provide
- Cloud provides a way for businesses to exploit the capabilities borne of emerging digital and mobile trends to better meet customers’ needs and drive future growth. In fact, our research highlights key cloud attributes that are powering business model innovation Cost flexibility – shifs variable to fixed costs, pay as you go model Business scalability- dip your toe in the water, instantly add more capacity to handle business spikes Market adaptability – lower overhead means faster adoption and business impact Masked complexity – because we handle it, you don't have to Context-driven variability and Ecosystem connectivity – break down traditional IT barriers to connect your value chain. In IT circles, cloud has become mainstream. Nearly half of the respondents in a recent CIO Economic Impact survey indicated they evaluate cloud options first – over traditional IT approaches – before making any new IT investments In a recent Gartner survey, 71 percent of respondents said that their companies had adopted a SaaS solution in the past 3 years. http://www.forbes.com/sites/louiscolumbus/2012/10/31/saas-adoption-accelerates-goes-global-in-the-enterprise/
- Unlike Competition – IBM offers A flexible, no charge guest model Easily collaborate beyond your firewall - Collaborate with business partners and your value chain. An Integrated Social Experience Not a series of silo'd products, each with its own user interface Privacy that is Paramount – for You and Your Guests Designed for the enterprise - Not driven by ad revenue Safeguarded by rigorous governance and security practices An Extensible Framework to Tie your Business to Cloud Using our Social Business Toolkit based on open standards Infuse Social Business into business applications and processes Flexible Delivery Models SaaS for cost and speed of deployment Private Cloud for maximum customization options Or a Hybrid combination – with unified administration Broadest Platform Support Not driven by a proprietary device or browser agenda Key Differences vs Google IBM offers flexible deployment models – Google has no hybrid or on premises support Broad client support – Google has a preference for Android devices and the Chrome browser. IBM is device agnostic Google is plagued by security breaches. Refer to the sales tool deck “Google App Security” in the SC4SB seller community Key Differences vs Microsoft IBM offers True Social – Microsoft is still a team-room and document-centric paradigm. Heavy lifting required to get the truly integrated SharePoint 2013 and yammer social capabilities Broad client support – Microsoft has a preference for their OS, browsers, mail clients, and mobile devices. IBM is device agnostic Fully integrated User Interface – versus silo’d application experience from Microsoft’s separate offerings cobbled together on the back end
- IBM has a solution for you: Regardless of your adoption plans – prem, public or private cloud IBM has a solution that can meet your business needs Based on open standards - With tools to facilitate integration between environments. IBM has licensing models to help you step into cloud while protecting your existing investments
- IBM offers the world’s only comprehensive business engagement platform – our platform brings together the technology and services required to enable employees to be innovators and customers to become advocates. The IBM Platform for Social Business delivers the complete set of social capabilities – enterprise-grade social networking, social analytics, and social content management in a seamless, unified experience across a myriad of business applications - on premises or in the cloud. This secure platform supports process integration, governance, and life-cycle management to ensure that social technologies can be connected to their core business processes. It enables market leading organizations to engage the right people and bring social to any business process. With IBM’s world class services to help with strategy, culture, and process and integration, as well as a leading portfolio of solutions and applications that facilitate connections and collaboration, leaders can move beyond tweeting and chatting to creating sustainable competitive advantage with the full range of capabilities required to lead. (Point of Slide) Again, IBM provides a platform that brings a common element to all of your business processes: people. IBM is different in that it focuses on how we work together. All the pieces of the puzzle come together when you combine mobile, analytics, social networks and the content we use and create everyday and allow everyone to participate, from any device. For your user, it’s all about the experience.
- Today, social media is making an equally significant impact and has become an increasingly important tool in our daily lives – helping people connect, communicate and share information – forever changing the way people interact. Here are some additional facts: Today, more than 2 billion people use the internet. By the end of this year, Gen Y will outnumber Baby Boomers….and 96% of them have joined a social network. The second largest search engine in the world is YouTube 25% of search results for the World’s Top 20 largest brands are links to user-generated content.
- OZONE is the name of the Social Intranet solution at OMRON. This deployment integrates dashboards, IBM Connections, Sametime, IBM Cognos, Google Maps, Social Media, IBM Traveler, and a lot of their backend data. CLICK ONE – This portal page has three tabs across the top, HOME, MY WORK, CONNECTIONS This is showing a dashboard that sets expectations on how long the process will be for the request. Bottom area shows a set of international product information Upper fight shows a contextual social expertise and content CLICK TWO – Increase productivity – Social Media This screen shows what a sales person would get when they preparing for a customer meeting. They would search for their customer and the results show: Middle – Contextual data of LinkedIn contacts related to the person searching. (It logs into Linkedin on behalf of the sales person and pulls back their contacts) Bottom – Twittter posts from and about the customer Bottom Right – YouTube vides of that customer Upper Right – Contextual social data from Connections. Show the top rated documents, presentations and contacts (expertise) on that customer. CLICK THREE – Mobile Data This screen shows how the sales force can quickly get access to the latest data, set expectations of the customer and provide extremely fast customer service. Omron has 75 years in industrial automation industry, over 35,000 employees, 200 locations worldwide, and more than 200,000 products. Omron wanted to improve knowledge management and collaboration through easy sharing of technical, application, and business knowledge. They also wanted to improve operational synergies and unlock efficiencies in high-value business process areas. Omron implemented IBM Intranet Experience Suite that facilitates the sharing of all information about products, internal and external company news, and marketing material. Now that same practice of knowledge sharing and collaboration continues are the workers go mobile. Knowledge workers can keep up to date and continue to progress project tasks and opportunities on the road. They can view up to the minute data on customer and product databoardls
- Click 1 The Need: Children's Medical Center Dallas wanted a way to help patients and families learn from one another's experiences and improve education and support networks, with the hope of driving more effectively managed care. As the 7th largest pediatric healthcare provider in the US- with nearly 570,000 patient visits every year- and a network of physicians and employees, they had a large potential 'social graph' to tap into. The Solution: Using a solution with key software of IBM WebSphere Portal, IBM Connections, Mobile Portal capability, IBM Forms, Coremetrics, and Tivoli, which integrated health records, educational material, tools, and the Children’s Social Network into a single web experience, CMDC provided patients and parents with a private community for communication and support. Click 2: Created customer advocates by redefining how they care for patients to improve patient experiences and health outcomes with 24x7 access to personalized private support communities, integrated care information, and all relevant patient information. Click 3: The Benefits: It is estimated to drive a 75% reduction in clinic phone calls, a 5% increase in referrals, integration within the continuity of care and reduced operating costs.
- Integrating social into your workforce and into customer experiences creates real business outcomes. This can happen in various business processes. On the slide are just a few examples of real customer results. Customer service: Profitable growth depends social, mobile customer self-service $44.6B lost in one year due to online customer experience problems (6) Sales: Improving sales skills and matching the right people can help close more deals Top 10% of sellers often generate 30-50% of a company’s revenue. (2) Product Development Accelerating innovation to deliver better products faster In software, the top programmers write 10 times the code of average performers (2) Marketing Gather insights into what customers will buy next 81% received product purchase advice from friends and followers through a social site (7) (Point of this slide) IBM makes sure that our customers can take advantage of social business to be competitive, and we help them apply it to their business situations . This infers that Facebook, Twitter ,etc are fun, but not productive. IBM makes social networking productive. Connections is “Facebook for the Enterprise”, but with real business focus and results.
- Leading Through Connections (2012 IBM CEO Study): Learn from CXO Studies Social Business Agenda: Establish Strategy Business Value Assessment: Define Business Value Adoption: Accelerate Adoption (Point of slide) These customers <from previous slides> learned what opportunities social networks could bring to their businesses by participating in an IBM sponsored (free) SBA workshop. They followed through on their plans with the other IBM offerings like adoption services. Unlike our competitors, IBM Offers much more than just the best product, That is how IBM is different.