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IBM UBX | IBM Learning

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Overview and use-case for marketing data exchange ecosystem

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IBM UBX | IBM Learning

  1. 1. IBM Commerce Learning Academy 2015 13-16 October|Dublin, Ireland|#ibmlearning Marketing Session 08 UBX Part 1 - Overview and use-cases for marketing data exchange ecosystem Nimesh Bhatia, IBM Commerce #IBMCommerce
  2. 2. #ibmlearning © 2015 IBM Corporation 2 Please note #ibmlearning IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
  3. 3. #ibmlearning © 2015 IBM Corporation 3 Agenda 1. Background 2. Overview of UBX 3. Demo 4. Use-cases 5. UBX API 6. Event Taxonomy 7. How to participate in UBX ecosystem #ibmlearning
  4. 4. #ibmlearning Why is an open data exchange so important?
  5. 5. #ibmlearning © 2015 IBM Corporation 5 #ibmlearning 42% of Customer Data comes from External Sources Source: Gartner's Data-Driven Marketing Survey, 2013
  6. 6. #ibmlearningBusiness cannot consume 90% of collected data due to organizational silos. …resulting in disjointed customer experiences Marketing eCommerce Service 1 Gartner Big Data Analytics survey 2014 © 2015 IBM Corporation
  7. 7. #ibmlearning 7 LOB clients are challenged to understand customer behaviors and journeys that are essential to omni-channel engagement Fragmented Vendor Landscape  Innovation is outpacing consolidation  No single vendor provides the capabilities expected by the customer Restrictive Competitor Ecosystems  Competitor ecosystems are closed and proprietary  Requires central Cloud data repository SAP Oracle Adobe SFDC Limited Insights  Unable to know customers as individuals and in context  Complex and costly infrastructure due to custom integrations © 2015 IBM Corporation
  8. 8. #ibmlearning 8 UBX empowers marketers with streamlined access to a connected omni-channel view of the customer journey Business users can focus on using customer context rather than the complexities of assembling that context Customer context is continuously exchanged across an organization’s solution ecosystem IBM Customer Analytics and partner network ecosystem delivers a robust contextual view of the customer for insights and engagement IBM Universal Behavior Exchange (UBX) © 2015 IBM Corporation
  9. 9. #ibmlearningUBX API integrators are critical in building a robust ecosystem and building exceptional customer experiences API Integrators Ecosystem Business Users Build an omni-channel ecosystem of solutions by implementing UBX APIs Syndicate events and audiences to optimize analytic and engagement activities © 2015 IBM Corporation
  10. 10. #ibmlearningUBX addresses business use cases by syndicating customer event, profile, and audience data across the ecosystem Understand customers contextually by exchanging customer event and audience data across the UBX ecosystem Deliver competitive advantage with personalized experiences – online and offline Audiences C O N N E C T S E N D   Events Journeys Customer Service Mobile Alerts Analytics Owned Media Social Social Cart Mobile R E C E I V E Email Universal Behavior Exchange  Identifiers © 2015 IBM Corporation
  11. 11. #ibmlearningEcosystem Use Cases Use Case Events/Audiences Ecosystem participants Leverage paid media to engage customer on third party sites with optimized offer recommendations Customer ID sync, recommended offers, viewed offer, accepted offer, rejected offer MediaMath, TTD, Interact, Engage Enhance customer profiles with rich social login customer data to improve omnichannel customer marketing & engagement Login, logout, likes, comments Gigya, Engage, (Campaign) Build data-driven omni-channel marketing activities triggered by Mobile Customer Engagement events App opened, uiPushEnabled/Disabled, richContentOpened, URL/Phone # click Mobile Customer Engagment (Xtify), Engage, Campaign Build data-driven omni-channel marketing activities triggered by Mobile Wallet events Mobile wallet add/delete items/offers, offer redemptions, loyalty card actions Vibes, Engage Enhance customer loyalty leveraging results of omni-channel marketing activities, customer scoring and behavior Email offers and responses, web offers and clicks Exchange Solutions, Engage, Digital Analytics Drive leads and sales opportunities in CRM based on significant customer website & ecommerce events Cart purchase, cart abandon, conversion, conversion abandon Digital Analytics, SugarCRM Retarget customers with relevant offers by syndicating audiences from Digital Analytics or Silverpop to Facebook Stagnant customer segments that qualify for retargeting FB Custom Audiences, Digital Analytics, Silverpop © 2015 IBM Corporation
  12. 12. #ibmlearning 1. Customer visits company web site Build data-driven omni-channel marketing activities triggered by subscribed Digital Analytics web events Cart Purchase Abandoned Conversion Searched Site Cart Abandonment Product View Additional GA Events Conversion Visited Site 4. UBX sends recognized web events to a subscriber 2. Web event publisher determines recognized web events to publish to UBX 3. Publisher endpoint calls UBX API and publishes customer events as they happen 5. Subscriber endpoint leverages web events to engage customers with relevant content Company Website © 2015 IBM Corporation
  13. 13. #ibmlearning 1. Client user identifies a stagnant audience that may benefit from retargeting activities. Retarget customers with relevant offers by syndicating audiences from an audience publishers to a DSP destination 2. An eligible audience segment is created (e.g. Digital Analytics or Silverpop) Field Mapping Identity Mapping & Hashing Scheduler 3. Audiences will be exported if they are scheduled for syndication in UBX 4. UBX will prepare an audience payload for a destination using the identity, hash, and field mapping set up by a user for a scheduler cadence Audience 5. UBX sends the audience at the scheduled cadence setup by a user 6. UBX APIs used to send an audience to an endpoint destination 7. Client user sets up an audience in DSP for retargeting 8. DSP will display ads in paid media web sites for the qualifying audience contacts Publisher Website © 2015 IBM Corporation
  14. 14. #ibmlearning UBX Demo Customer Experience
  15. 15. #ibmlearning 15 Overview of UBX APIs © 2015 IBM Corporation
  16. 16. #ibmlearningEndpoint integrators can choose how to participate in the UBX ecosystem by implementing public APIs Event Syndication Audience Syndication Syndication of customer-level, omni- channel events for real-time engagement and analytic activities • Event Publisher • Event Destination • Event Publisher and Destination Syndication of target audience segments for engagement and analytic activities • Audience Publisher • Audience Destination • Audience Publisher and Destination © 2015 IBM Corporation
  17. 17. #ibmlearningPublic APIs allow integrators to participate as UBX event and/or audience syndication endpoints endpoint eventtype event Registers an endpoint as a publisher or destination using an authentication key Registers an endpoint event type available for syndication Pushes customer interaction date in real time subscription notification Notifies publishers when there is an active event subscriptions for their endpoint so they can send data segment Manage, publish and consume audience segments © 2015 IBM Corporation
  18. 18. #ibmlearning APIs Event Syndication High level steps to become Event Publisher/Subscriber Endpoint © 2015 IBM Corporation
  19. 19. #ibmlearningRegistering a new endpoint for a client’s ecosystem Register new endpoint Authentication key for partner endpoint © 2015 IBM Corporation
  20. 20. #ibmlearning 20 API : Endpoint Header Content-Type: application/JSON Authorization: Bearer c582232f-xxxxx-40b6-xxxxx-19f3a5fd9264 Body { "providerName" : "IBM", "name" : "AppPublisher", "description" : "App Publisher", "endpointTypes" : { "event" : { "source" : { "enabled" : true }, "destination" : { "enabled" : false } } } "marketingDatabasesDefinition": { "marketingDatabases": [ { "name":"marketingDBSource1", "identifiers": [ { "name":"Email" , "type":"email" } ], "attributes": [ { "name":"MailSendTime", "type":"MailSendTime", "isRequired":true }, { "name":"Email", "type":"email", "isRequired":true }, { "name":"CustID", "type":"CustID", "isRequired":true }, ] } ] } } © 2015 IBM Corporation
  21. 21. #ibmlearning 21 Marketing Database The identities section of a marketing database facilitate joining identities across different endpoints. For example, if an endpointA has a field called “home_emailaddress” of identity-type ‘email’ and endpointB has a field called “work_emailaddress” also of type ‘email’, UBX will join records across these two endpoint when an event comes in with the same value for both those fields. In order to ensure data integrity, joins will be done across endpoints only when identifier are described in the marketingDatabases. "marketingDatabasesDefinition": { "marketingDatabases": [ { "name":"marketingDBSource1", "identifiers": [ { "name":“workEmail" , "type":"email" }, { "name":“smdID" , "type":“phone" }, ], "attributes": [ { "name":"MailSendTime", "type":"MailSendTime", "isRequired":true }, { "name":"Email", "type":"email", "isRequired":true }, { "name":"CustID", "type":"CustID", "isRequired":true }, ] } ] } © 2015 IBM Corporation
  22. 22. #ibmlearning 22 API : EventType Header Content-Type: application/JSON Authorization: Bearer c582232f-xxxxx-40b6-xxxxx-19f3a5fd9264 Body {"code" : "emailOpen", "name" : "emailOpen", "description" : "e-mail description", "attributes":[ {"name":"eventName","type":"string"}, {"name":"messageId","type":"number"}, {"name":"subjectLine","type":"string"} ] } © 2015 IBM Corporation
  23. 23. #ibmlearning 23 Syndicating events Open event subscription wizard Go to the Events Tab © 2015 IBM Corporation
  24. 24. #ibmlearningEnabling event syndication to a destination from publisher’s inventory of recognized events Select a destination for the event Select recognized events from a publisher Confirm selections Enable subscription © 2015 IBM Corporation
  25. 25. #ibmlearning 25 View and manage active event syndications © 2015 IBM Corporation
  26. 26. #ibmlearning 26 API : Publish Event Header Content-Type: application/JSON Authorization: Bearer c582232f-xxxxx-40b6-xxxxx-19f3a5fd9264 Body {"channel":"email", "identifiers":[ {"name" : "email", "value" : “" } ], "events":[ {"code" : "emailOpen", "timestamp" : "2015-19-16T11:07:12Z", "attributes" :[ { "name" : "eventName", "value" : "Email Open", "type" : "string" },{ "name" : "messageId", "value" : 1, "type" : "number" },{ "name" : "subjectLine", "value" : "subject line instance", "type" : "string" } ] } ] } © 2015 IBM Corporation
  27. 27. #ibmlearning APIs Audience Syndication High level steps to become Audience Segment Producer/Destination Endpoint © 2015 IBM Corporation
  28. 28. #ibmlearning Registering a new endpoint for a client’s ecosystem Register new endpoint Authentication key for partner endpoint © 2015 IBM Corporation
  29. 29. #ibmlearning 29 API : Segment Endpoint Header Content-Type: application/JSON Authorization: Bearer c582232f-xxxxx-40b6-xxxxx-19f3a5fd9264 Body { "name" : "SilverPop Engage", "description" : "Siverpop Engage Segments", "providerName" : "IBM", "url" : "", "endpointTypes" : { "segment" : { "source" : { "enabled" : true } } }, "marketingDatabasesDefinition": { "marketingDatabases": [ { "name":"marketingDBSource1", "identifiers": [ { "name":"Email" , "type":"email" } ], "attributes": [ { "name":"MailSendTime", "type":"MailSendTime", "isRequired":true }, { "name":"Email", "type":"email", "isRequired":true }, { "name":"CustID", "type":"CustID", "isRequired":true }, ] } ] } } © 2015 IBM Corporation
  30. 30. #ibmlearning 30 Syndicating audiences Open audience sharing wizard Go to the Audiences Tab © 2015 IBM Corporation
  31. 31. #ibmlearning 31 API : Endpoint -> segments GET {endpoint.url}/segments Sample response: {"responseStatus" : "success", "result" : { "totalCount" : 235, "data" : [ {"id" : 38916,//required "name" : "Holiday week's abandoned carts",//required "description" : "All abandoned shopping carts during holiday period“ }, {"id" : 44252, "name" : "Last week's abandoned carts", "description" : "All abandoned shopping carts from last week“ }, .... {"id" : 89525, "name" : "Today's abandoned carts", "description" : "All abandoned shopping carts from today“ } ] } } Get list of segments - Returns a lightweight version of the segment definition. The name and the description of the segments will show in the user interface as the user browses for segments. The segment’s id will be used for subsequent API requests for that segment : © 2015 IBM Corporation
  32. 32. #ibmlearning Initiating audience syndication to a destination from a publisher Select an audience destination Confirm selections Go to next step Select target audience from a publisher © 2015 IBM Corporation
  33. 33. #ibmlearning Map the identifiers Map the attributes Confirm selections Go to next step Mapping identifiers and attributes for an audience syndication © 2015 IBM Corporation
  34. 34. #ibmlearning Select a run schedule for an audience Share an audience Set a run schedule and share an audience © 2015 IBM Corporation
  35. 35. #ibmlearning Manage scheduled audience sharing jobs View active and historical audience sharing jobs 35 Manage audience sharing jobs © 2015 IBM Corporation
  36. 36. #ibmlearning 36 Segment and Job APIs for Segment Producer Return a list of segments (ids, names and descriptions only) GET /segments Return detailed meta data about a specific segment GET /segments/{segmentId} Export the segments data GET /segments/{segmentId}/data Create a new job to export the data for the segment in the post body POST /jobs Return the status of an asynchronous segment export job GET /jobs/{jobId} Return the segment data that was exported for the segment export job GET /jobs/{jobId}/data/{dataId} APIs needs to be implemented by segment producer © 2015 IBM Corporation
  37. 37. #ibmlearning 37 Segment and Job APIs for Segment Destination Create a new segment and return the id of the newly created segment POST /segments Add new contacts to the segment with the specified segment id POST /segments/{segmentId}/data Replace all contacts in the segment with the specified segment id PUT /segments/{segmentId}/data APIs needs to be implemented by segment subscriber © 2015 IBM Corporation
  38. 38. #ibmlearning 38 Segment Export Process - how the UI connects up to the APIs 1. When a user elects to share segments a segment dialog is shown which loads segment definitions from ‘GET /segments’ API of the segment producers. 2. After a user selects the segment they may click an ‘info’ icon next to the segment to view its details. This will call the Endpoint API to retrieve segment details using ‘GET /segment/{id}’ API. 3. After a user selects a segment to export and chooses a destination endpoint they click ‘Next’ and select an identity schema and (optionally) additional attributes to export. Options to select identity schemes and additional attributes come from the endpoint’s MarketingDatabase schemas that it declared during endpoint registration. A segment producer can also (optionally) provide this info via the ‘GET /segment/{id}’ API. 4. When a user clicks ‘Share’ UBX put the job on the job queue to export the segment and use Job APIs to manage scheduled jobs. © 2015 IBM Corporation
  39. 39. #ibmlearning Other APIs & Services © 2015 IBM Corporation
  40. 40. #ibmlearning An integrator implements an API that pushes customer events when there is an active destination request. Events are pushed only when an active subscription exists for an event. Events BehaviorsCustomer Audiences Identifiers Joined by a common ID Identifiers Notification of active subscriptions POST /event Subscription Notification © 2015 IBM Corporation
  41. 41. #ibmlearning Identity service use the identifiers in the event and audience payloads to join identities, assign a master id, and consolidate master ids when identity joins are enhanced over time by additional identifier information Events BehaviorsCustomer Audiences Events, Audiences and Identity Identifiers Joined by a common ID Exchange Identifiers Identity Service © 2015 IBM Corporation
  42. 42. #ibmlearning home_email  Email {join, store, hash, share} work_email  Email {join, store, hash, share} other_email  Email {join, store, hash, share} Capture keys and values that uniquely identify the Identities gathered from processed events. When events are received that reference multiple identifying keys, cross-links are established between identities Internal processes locate and merge existing identities Arbitrary correlations between different identifier keys can defined by endpoint metadata Identity Service – how it works © 2015 IBM Corporation
  43. 43. #ibmlearning Shorten the time to value by uploading bulk list of identity mappings that will improve identity joins. Identifiers Joined by a common ID Identity Bulk load © 2015 IBM Corporation
  44. 44. #ibmlearning UBX Event Taxonomy © 2015 IBM Corporation
  45. 45. #ibmlearningThe type of event publishing supported by an endpoint will depend on use cases and the flexibility of subscribers Custom Events • Independently defined by a publisher • Do not adhere to a recommended event structure • Provide flexibility for publishers to define events in the context of their organizations • Still requires adherence to UBX JSON requirements • Adoption requires that subscribers can ingest a variable event definition Recognized Events • Predefined set of event attributes • Channel-specific (e.g. email, social) • Describe generally accepted customer interactions and behaviors • Relevant across organizations • Broad applicability • Event definition is more restrictive • Allow for easier adoption for subscribers that require an anticipated event structure © 2015 IBM Corporation
  46. 46. #ibmlearningAll recognized events should consist of mandatory, recognized, and best practice attributes • The channel where the event originated (e.g. web, mobile, email) • Array of name/value pairs for customer identifiers • A code matching a registered event type • Date and time when an event occurred • Array of mandatory, best practice, and event-specific attributes Mandatory Recognized • Name/Value pairs for the attributes that specifically describe an event within a channel: • Email: subject line, URLs, bounce type • Web: cart purchase details, product category, session time • Social: body of a post, sentiment score • Etc. Best Practice • Name/value pairs that provide a marketer context in order to understand the relevance of an event: • Sub Channel • Device • Platform • Browser type • Campaign code • Offer code • Geo location • Etc. © 2015 IBM Corporation
  47. 47. #ibmlearning 47 Types of UBX recognized events Web • Cart Purchase • Cart Purchase Item • Cart Abandonment(1) • Cart Abandonment Item • Conversion • Abandoned Conversion • Product View • Searched Site • Registration Mobile • App Install • App Uninstall • Session Start • Session End • App Push Enabled • App Push Disabled • App Opened - Simple • App Click • App Opened - Rich • App Phone Num Click Paid Media / Ad Tech • Matched Identity • Recommended Offer • Viewed Offer • Accepted Offer • Rejected Offer Social • FB Post • FB Comment • FB LikePost • FB LikePage • Twitter Shared • Twitter Retweeted • Twitter Tweeted • Twitter Mentioned • Twitter Replied • Twitter Followed • Twitter Favorited Location • Entered a Zone • Exited a Zone • Dwelled in a Zone Email • Email Send • Email Open • Email Click • Email Bounce • m.Wallet – View Item • m.Wallet – Install Item • m.Wallet – Remove Item • SMS List Opt-in • SMS List Opt-out • Instagram Comment • Instagram LikePost • Viewed Coupon • Claimed Coupon • Redeemed Coupon © 2015 IBM Corporation
  48. 48. #ibmlearning 48 Types of UBX recognized events, continued Contact Center • Talked to an Agent • Voice Message Analysis • Self Service • Automation Trigger • Customer Case • Open Case • Assign Case • Resolved Case • Cancel Case • Update Case • Live Chat Mobile Struggle • Usability Process Struggle • Usability Process Struggle • Business Process Struggle • Business Conversion Struggle • Environmental Struggle • Performance Struggle CRM • Lead • New Lead • Cancelled Lead • Qualified Lead • Opportunity • Opportunity Qualified • Opportunity Developed • Opportunity Lost • Opportunity Won © 2015 IBM Corporation
  49. 49. #ibmlearningExample of Recognized Email Event Mandatory channel, identifier, event code, timestamp “channel”:“Email” “name”:“email”,“value”:”” “code” : “emailOpen” “timestamp”:“2010-07-29T13:33:59.028Z” Recognized email event attributes “name”:“eventName”,“value”:“Email Open”,“type”:“String” “name”:“description”,“value”:“An email open event”,“type”:“String” “name”:“messageId”,“value”:“11835”,“type”:“String” “name”:“messageTemplateId”,“value”:“52”,“type”:“Number” “name”:“reportId”,“value”:“5”,“type”:“Number” “name”:“subjectLine”,“value”:“This is a subject line”,“type”:“String” “name”:“messageName”,“value”:“2015 Q4 Email Campaign”,“type”:“String” “name”:“docType”,“value”:“html”,“type”:“String” Best practice attributes “name”:“interactionType”,“value”:“Non-Revenue”,“type”:“String” “name”:“subChannelName”,“value”:“Mobile”,“type”:“String” “name”:“deviceType”,“value”:“Tablet”,“type”:“String” “name”:“vendor”,“value”:“Apple”,“type”:“String” “name”:“OS”,“value”:“iOS”,“type”:“String” “name”:“browserName”,“value”:“Safari”,“type”:“String” “name”:“campaignCode”,“value”:“c1001”,“type”:“String” © 2015 IBM Corporation
  50. 50. #ibmlearning Participate in UBX Ecosystem © 2015 IBM Corporation
  51. 51. #ibmlearningThree ways to participate in UBX ecosystem • Engage UBX product management and document use cases • Define recognized events • Review API documentation • Begin API integration • Testing and validation • Enable production use IBM Solutions Partner Solutions • Join IBM PartnerWorld • Document use cases • Define recognized events • Review API documentation • Begin API integration • Testing and validation • Technical validation of integration • Receive UBX certification • Enable production use Client Users • Buy IBM Commerce solution or request online access for an eligible IBM entitlement • Receive user credentials and automatic registration of entitled IBM SaaS endpoints • Start using UBX • Generate authentication key and register other integrated business partner endpoints, custom client endpoints, or IBM on premise endpoints © 2015 IBM Corporation
  52. 52. #ibmlearning •Join IBM PartnerWorld as an ISV •Create a solution entry in the IBM Global Solution Directory •Nominate the solution to the Ready for IBM Commerce validation program 1 Join IBM PartnerWorld •Gather information about your solution and its associated collateral •Complete validation checklist about your solution •Obtain access to UBX pilot environment •Implement and test UBX APIs •Arrange solution demo with IBM 2 Technical Validation •UBX integration solution featured in PartnerWorld •Promote integration from pilot to production environment •Enable solution for IBM Commerce clients 3 Production 52 Overall process of participating in IBM Universal Behavior Exchange eco-system © 2015 IBM Corporation
  53. 53. #ibmlearning Nimesh Bhatia Thank you very much. IBM IBM Commerce © 2015 IBM Corporation 53 Paul Konigsberg #ibmlearning IBM IBM Commerce
  54. 54. #ibmlearning © 2015 IBM Corporation 54 Your feedback is valuable Please complete your session or lab evaluation! Session number [Marketing Session 08] Provide your evaluations by: Evaluation forms: Fill out a form at the end of each session Paper forms are located in each of the session or lab rooms #IBMCommerce Complete the session survey on Event Connect Portal: Select Sessions, then Session Finder, and complete the survey - Or -
  55. 55. #ibmlearning © 2015 IBM Corporation 55 IBM Commerce Social Channels #IBMLearning #IBMCommerce #dublincraic Blog Twitter @IBMCommerce | @IBMEngage LinkedIn YouTube SlideShare Pinterest Facebook
  56. 56. #ibmlearning © 2015 IBM Corporation 56 For Additional Information  IBM Commerce Solutions:  IBM Commerce Blog:  IBM B2C Commerce: • IBM Commerce Developer:
  57. 57. #ibmlearning © 2015 IBM Corporation 57 Notices and Disclaimers #ibmlearning Copyright © 2015 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM. Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. THIS DOCUMENT IS DISTRIBUTED "AS IS" WITHOUT ANY WARRANTY, EITHER EXPRESS OR IMPLIED. IN NO EVENT SHALL IBM BE LIABLE FOR ANY DAMAGE ARISING FROM THE USE OF THIS INFORMATION, INCLUDING BUT NOT LIMITED TO, LOSS OF DATA, BUSINESS INTERRUPTION, LOSS OF PROFIT OR LOSS OF OPPORTUNITY. IBM products and services are warranted according to the terms and conditions of the agreements under which they are provided. Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary. References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business. Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer is in compliance with any law.
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