1. Global Business Services – Strategy & Analytics
Social

3. AGENDA 3 Welcome & Introductions Compelling reasons To act
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Client examples
Requirements Assessment
Solutions portfolio 3 3

4. 4 4

5. causing a seismic shift in the way business is done
The use of digital, mobile and social media is transforming the way business and consumers interact
causing a seismic shift in the way business is done
Employees: are using social media in all facets of their lives, including work
Customers: are leading the conversations that define brands
Partners: are interacting to accelerate business value
Organizations: are crowd-sourcing ideas to bring new solutions to market
…this shift is enabled by technology enabled social interactions
Mainframe
Departmental
PCs
Internet
Social
©2011 IBM Corporation

6. EMPOWERED CUSTOMER PUT BUSINESSES TO THE TEST
86%
use multiple channels
78%
of consumers trust peer recommendations
61%
trust friends’ reviews more than experts’
4 in 10
Smart phone users search for an item in a store
75%
do not believe companies tell the truth in ads
44%
of companies use crowd sourcing from customers
58%
are more price-conscious today than they were a year ago
4-5x
more than average is spent by multi-channel buyers
80%
of CEOs think they deliver a superior customer experience 8%
of their customers agree 6 6

7. 7 7

8. AGENDA 8 Welcome & Introductions Compelling reasons To act
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Requirements Assessment
Discuss
Final Presentation
Solutions
Client examples 8 8

9. SOCIAL BUSINESS OFFERING
Aligned with Front Office Transformation
Buyer Aligned Offerings
Workforce & Internal
Marketing & Sales
Customer Service
Social Business Strategy
Advisory
Change Management (Governance, Culture, Training, Adoption)
Competencies
Social Intelligence
Transformation
Social Collaboration
Social Platform Enablement
Enablement 9 9

10. SOCIAL BUSINESS PLATFORM AND SOLUTIONS
1010 10

11. The Social Business Offering includes components addressing four stages of implementing a Social Business
Roadmap
Strategy
Business Case
Build
Integrate
Deploy
Becoming a social business is a transformation process depending upon your maturity.
This slide represents the GBS offering phases. Within each phase would be a number of offering components. For example VISION might include a enterprise collaboration strategy or a social media strategy. This graphic depicts those offering phases.
To give you some background: Connecting workforce and adding analytics within a core business process maybe 2 different and separate initiatives an organization may embark upon on it's journey towards becoming a social business.
This slide is intentionally designed to suggest that this is not a sequential activity – though traditionally you might start with Vision, the build (enable), then adoption – and then enhancement – it is perfectly reasonable to add strategy into an already in-flight project (if it needs it) – or to consider the adoption issues when you are doing the strategy.
Vision: Understand how Social Business can bring value to your business. Develop a differentiated strategy for groups, roles & functions Build the business case for your Social Business transformation
Enable: Build the Social Business environment, Establish organizational and people capabilities, Select and implement appropriate technologies
Integrate within business processes
Adopt: Help your people, and customers understand the importance, Enable them to leverage it to drive value, Build communities to collaborate and share knowledge
Optimize Optimize performance with the convergence of Business Analytics and Social Business
Leverage workforce and customer insight to enhance Social Business capabilities
Vision
Enable
Analyze
Insight
Enhance
Communicate
Train
Leverage
Optimize
Adopt 11

12. 12 Strategy and Solutions portfolio Welcome & Introductions
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Requirements Assessment
Solutions portfolio
Client examples 12 12

13. A word on AGENDA

14. 14 Strategy and Solutions portfolio Welcome & Introductions
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Requirements Assessment
Solutions portfolio
Client examples
1414 14

15. BOSCH
Enterprise social for a connected, collaborative, and entrepreneurial global workforce
The need:
Bosch needed to drive social at an enterprise level to a) connect its global workforce for networked communication and collaboration, b) provide access and visibility to skills, knowledge, and ideas internally and externally as a method to create new business opportunities, c) become more entrepreneurial, flexible, leaner and efficient, and d) integrate its diverse working environments and cultures.
The solution:
Bosch launched an Enabling Enterprise 2.0 project to govern and drive the adoption of BOSCH.Connect (Connections platform) throughout the company.
IBM GBS was engaged to roll out the initiative across the globe and was selected as a trusted partner based on IBM’s deep Social Business consulting practice, technical know-how, and diversified and global presence.
The benefits:
Further to the consulting services, IBM is now leveraging its development and research capabilities around collaborative and social platforms and partnering with Bosch on leading edge research projects such as the ongoing Smart Social Q&A for BOSCH.Connect.
Client:
The Bosch Group is a leading global supplier of technology and services with € 52Bn sales and 305,000 employees.
IBM Revenue:
€ 1.2M
Solution Capabilities:
Digital Front Office
Service Offering:
Social Business Strategy, Social Business Process / Governance / Culture
1515 15

16. Jam Visualization Analytics @ large global bank
Client:
Barclays Bank PLC is a UK based financial services group serving 25 million customers and employing 118,000 people in 60+ countries.
IBM Pipeline:
~$ 47M
Solution Capabilities:
Social Intelligence, Social Networks, Social Portal
Service Offering:
Social Business Strategy, Social Workforce, Social Customer Care, Social Sales & Marketing
Visualization provides rapid and actionable insight for large datasets including those generated in online forums, discussions and Jams
Explore JAM corpus with demographic queries/ filters
Topic and sentiment analysis
Dashboards for viewing the snippet results
What are the top clusters of the Jam/forum?
What are the top topics of each cluster?
What is the context of each topic?
What are the top keywords mentioned in posts?
What are the topics of the posts and the key themes?
What concepts co-occur with and help explain the top themes?
What is the sentiment of the key themes?
1616
Eli Lilly RWE KM Workshop 16

17. Retailier at Brazil hired IBM to develop their Social Media strategy
Business Scenario:
Although the company had already some Social presence, the engagement with their followers was low and the brand position was not smooth across the different channels.
The customer care through the social network was also available, but without integration with the other channels, affecting the customer experience.
Challenge
How to better explore the social media potential to improve the customer relationship, adding value in each interaction , monetizing each contact with the client..
IBM Solution:
Using the following methodology:
Benchmarking of current situation with the market
Customer and Employees social behaviour analysis
Local market analysis
Content Management processes , customer interaction and campaigns in the social media
Roadmap with the action plan to be more SOCIAL oriented
Current situation, communication efficiency and customer care, global benchmarking .q
Roadmap de iniciativas necessárias para estar inserido de forma consistente nas redes sociais.

18. 18 Strategy and Solutions portfolio Welcome & Introductions
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Requirements Assessment
Solutions portfolio
Client examples
1818 18

19. IT IS A JOURNEY 19 The Pipeline Delivery Strategy Awareness
Focus on the next social capabilities – bold ideas
Awareness
The transformation and growth begins
Approaching a social business engagement and engaging the right IBM resources
Understanding
How to listen to what your clients are saying and recognize the ‘social business’ opportunity
What ‘social business’ means to IBM and our clients
1919
1919 19

20. IBM’s Journey to becoming a Social Business
400,000+ employees in over 200 countries
50% workforce has less than 5 years of service
71% of employee population is outside of the US
Social Business
2008 and beyond
50% of employees work remotely, not from a traditional office
Social Networking
2004
Collaboration
2000
Mobile Office
1990s
Traditional Office
1980s

21. 21 Strategy and Solutions portfolio Welcome & Introductions
UX Perspective
& Creative Preview
Roadmap Discussion
Entry points
How to engage 1 1 2 2 3 3 4 4 5 5
Transformation Perspective:
w3.ibm.com
Requirements Assessment
Solutions portfolio
Client examples
2121 21

22. Questions?