1. Delivering the Modern Workplace
5/15/2018 6:04 AM
BRK2399
Delivering the Modern Workplace
Digital Workplace
Monique Ouellette – VP IBM GTS Digital Workplace Services
Kathy Pointek - GBS Global Microsoft Services Leader
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. The technology revolution
Game on!
"Three simultaneous technological revolutions", Rometty said, "have combined to usher in this age of AI, a revolution that will surpass in impact and significance those that have preceded it. The three technological revolutions that laid the ground were the rise of cloud computing, which has made computing ubiquitous and accessible from anywhere; the rise of big data; and the rise of mobility."
An Insight, An Idea with Ginni Rometty
"The digital workplace is more collaborative, innovative and agile,” said Richard Esposito, general manager, GTS Mobility Services at IBM. “CIOs therefore have to be innovators of a modern information platform that matches each employee’s specific needs to get the right information to the right people, at the right time, in the right place while ensuring the security of corporate assets."
Richard Esposito, General Manager, GTS Mobility Services at IBM. Forbes, September 11, 2017

3. The technology revolution is the perfect storm for the digital workplace
Ubiquitous Computing and Mobile
On-demand access to data and services are dissolving the four walls of the enterprise.  End Users want access anywhere on any device leveraging advanced, rich media collaboration and natural language processing capabilities.
The Rise of Big Data
Extensive use of Analytics and Automation enables support services to understand personal needs and prevent issues are laying the ground for Virtual Personal Assistants to effectively act on user behalf
Cognitive
Cognitive Technologies are transforming Knowledge Management with automated Machine Learning and intelligent use of Multiple Sources of Knowledge, leading to Automated Reasoning and Problem Solving.
A new standard is emerging to match each employee’s specific needs

4. Social and collaboration
When IT enables employees rather than merely enforcing the rules, the digital workplace can flourish
IBM believes there are four main capabilities that must be present in any Digital Workplace:
Social and collaboration
User Centric
Apps
Innovation
Working agile
Empower employees to work anywhere, anytime, on any device
Deploy tools that help employees communicate and share ideas worldwide
Provide easy access to the apps employees need to do their jobs
Apply new technology to create a better work experience

5. How IBM Services Platform with Watson Increased Sysco’s Customer Satisfaction

6. The first step towards a digital workplace is to understand the modern workforce requirements
Modern workforce requirements guide decisions for current and future design directions
Employee IT needs
Business goals
Current Employee Pain points
Device choice and management
Applications
Secure access
Communication tools
Collaboration tools

7. An Intelligent Support Infrastructure that is Continuously Learning
The technical revolution
Optimize employee services using platform of analytics, cognitive technology and automation with Watson
Analytics
Cognitive
Automation
The information that drives the support engine (e.g. Ticket Data, Chat Log)
The knowledge that provides the optimal results (e.g. Continuous Learning, Natural Language )
The ongoing efficiencies for higher productivity and lower costs (e.g Dynamic Automation, Management Tools)
An Intelligent Support Infrastructure that is Continuously Learning

8. Microsoft Envision
5/15/2018 6:04 AM
IBM Digital Workplace offerings help IT provide the capabilities for the modern workforce
IBM Managed Mobility Services
IBM Mobile Collaboration Services
IBM Mobile Virtualization Services
IBM Workplace Support Services with Watson
Watson knowledge blocks for O365, Windows 10, Skype, Intune
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. Windows 10 Migration using Watson
Build
Application Readiness
Data Migration
Plan
Scheduling
IT Support
Watson Chat
Help desks
Client centers
ServiceNow
Self help portal
Assess
Deployment

10. The experience revolution
Game on!
Forward thinking companies have always pushed the boundaries of technology, design and insights to reimagine the experiences they want customers to have.
Now, we are crossing a new threshold as businesses everywhere adopt a host of digital technologies to reinvent customer engagement. This convergence of digital and physical interactions is leading to innovative, often disruptive experiences that can shift the competitive landscape.
This study, a collaboration between IBMiX and the IBM Institute for Business Value (IBV), explores the impact this is having on companies and their customers, and offers suggestions for success.

11. The experience revolution has four clear digital transformation messages
Companies need to think more broadly about experience
The world will be radically different in 12 months
What you don’t measure, you won’t get
You need to build an ecosystem of talent

12. Study Theme: The experience revolution
For this study series, we are releasing four reports, each addressing a different CX topic
Study Theme: The experience revolution
What are the experience trends for the convergence of digital and physical customer interactions?
How are companies mobilizing to improve their customer experience?
How is the digital transformation of customer experience impacting organizations?
How are these new digital experiences impacting customers?

13. Part 1 Trends – Four clear messages stand out
Companies need to think more broadly about experience
The world will be radically different in 12 months
What you don’t measure, you won’t get
You need to build an ecosystem of talent

14. 1. Companies need to think more broadly about experience
Respondents overwhelming cite the need to attract new customers and drive market share as the reasons for enhancing customer experience. Far fewer see the goal as cost reduction. But is this short sighted?
Metrics driving customer engagement strategy

15. 2. The world will be radically different in 12 months
Companies are aggressively launching a multitude of digital initiatives in 2016 to enhance their customer experience. But this digital activity needs to be coordinated across the enterprise to have the biggest impact.
Customer engagement initiatives that companies are implementing within the next 12 months

16. 3. What you don’t measure, you won’t get
Integrating physical and digital experiences can be challenging, but respondents’ number one concern is cost. Calculating measurable benefits are critical to justify initiatives, and doing nothing has a cost, too.
Companies’ challenges integrating digital and physical customer experiences

17. 4. Build your ecosystem of talent
The fight for talent continues to intensify. Respondents are more inclined to fill their skill gaps internally, but given the competition for talent, building an ecosystem to enhance expertise is vital.
Filling the skills gap

18. 1. Beware of false choices
Create new digitally enhanced customer experiences to grow revenue and loyalty and build frictionless engagement for customers and employees.

19. 2. Make customer experience an integral part of your business strategy
Take your customers’ vantage point and ruthlessly assess and improve your end-to-end delivery model against customers’ ever-rising expectations.

20. 3. Start a new dialog on value
Create an integrated view on value creation from experience initiatives that covers revenue and cost efficiencies, with clear metrics for enhancements.

21. 4. Manage the internal/external paradox
If you focus only on hiring internally, you’ll miss the value of an ecosystem – access to the right skills and knowledge from multiple sources in an efficient, flexible way.

22. The experience revolution1 2 3 4
Companies need to think more broadly about experience
The world will be radically different in 12 months
What you don’t measure, you won’t get
Build your ecosystem of talent
The winners in today’s market are employing technologies such as mobile and real-time analytics to enhance customer engagement and drive revenue
In order to be successful in their digital innovation, companies must take time to learn their customers’ needs, find the biggest challenges, and place their bets accordingly
Companies need to align on specific objectives within the scope of design and then use testing and measurement to show results through the project execution
An ecosystem enables businesses to access customers, data, needed skills, and technology to help companies stay current with the latest innovations and be more agile than if they did everything in isolation

23. For every customer engagement, we envision the art of the possible, we design for the right outcome before we build-operate-modernize.

24. IBM helps our clients achieve the following KPI metrics
75%
of customers responded to within agreed service levels
(Origin Housing) 3x
Cargo capacity increase supports sustainable growth
(Royal Arctic Line)
2 minutes
to generate post-call reports, instead of hours
(Dubai Health Authority)
30%
reduction in operational costs to increase investment in new services
(Royal Arctic Line)
60%
of enquiries resolved at first point of contact
(Origin Housing)
94.5%
of queries resolved overall
(Origin Housing)
20%
reduction expected in duration of telephone enquiries, saving time for customers and staff
(Transport for London)

25. IBM drives successful business outcomes for our clients by delivering our client-centric solutions
Globally recognized
capabilities to drive client success
Focus on building value chains to enhance the customer experience
Delivering industry focused solutions to tailor to client needs
Embedding enriched data and advanced cognitive in our solutions
Delivering a successful client digital transformation
Full suite of services to fulfill client needs

26. IBM Booth #487 IBM Speaking Sessions
Microsoft Envision
5/15/2018 6:04 AM
IBM Booth #487
IBM Speaking Sessions
Tuesday, September 26, 2:10–2:30pm Room: OCCC South — Expo Theater
Delivering the Borderless Workplace
Monique Ouellette, Vice President — Global Digital Workplace and Mobility Solutions
The workplace is undergoing a seismic shift. Creating & maintaining technological agility is a challenge for enterprises, especially with increasing cost pressures. The lack of a coherent implementation strategy can cause a flood of downtime and end user complaints. Creating a seamless user experience while supporting business goals requires a refresh in the enterprise IT approach. This includes how devices are provisioned, how data is accessed and secured to optimize cost savings, and determining the best productivity tools for the anywhere, anytime workspace. IBM understands these issues and has built industry-leading offerings to help organizations address the challenges of today while being prepared for the ones they’ll face tomorrow.
Wednesday, September 27, 9:00–10:15am Room: OCCC S320 E-H
Stay Ahead with the New Tools for Innovation with Microsoft Dynamics 365 Kathy Piontek, Global Microsoft Executive and Luis Gallardo Microsoft Delivery Leader — North America
In the new digital era with cognitive technologies and business transformations, there is a shift in demand to enable sustainable growth and competitiveness. To succeed in this environment, executives need to introduce innovation to drive growth across their enterprise. Organizations must constantly reinvent their strategies to break through the ecosystem. IBM and our clients will share their perspective and showcase our approach on how enterprises can leverage Microsoft Dynamics 365 and Analytics to enable digital transformation, drive cognitive innovation and bring excellence to customer experience.
Wednesday, September 27, 12:30–1:45pm Room: OCCC S320 E-H
Delivering the Modern Workplace
Enterprises are not only facing internal demand for increased productivity, but also an explosion of technology that is significantly impacting the way information technology is adopted and consumed, enabling the “digitalizing” of their workplace. Organizations must be prepared to function well across different cultures, countries and time zones—shifting from traditional, local of ce cultures to a global, results-driven culture. IBM understands the struggles organizations face today; it’s the core of our transformational journey and we live it every day. IBM is uniquely positioned to help enterprises bridge into the new digital era: infusing cognitive, analytics and automation to unleash a new way of doing business in the Digital Workplace.
Demonstrations Areas
Nao Activation
Hololens Activation
Cognitive Studio
Lounge Areas
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

27. Thank you
ibm.com/services/mobile

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