© 2014 IBM Corporation @IBMExpOne | #smartercommerce IBM Internal and Business Partner Use Only...

© 2014 IBM Corporation@IBMExpOne | #smartercommerce

IBM Internal and Business Partner Use Only

What’s Hot? Omni-Channel Marketing 9.1.1 Release Sneak Peak & Holiday Benchmark CampaignOctober 30, 2014

1


2. Mandatory SWG Customer Satisfaction Enablement

All Industry Solutions sellers must login and 1. Complete the

Client Satisfaction Skills for SWG Sellers course, and

2. Pass the 8 question assessment module.Tips:• Switch browsers if you have trouble accessing the module• Allow Pop-Ups• Link to Janet Butler Communications email with details

Seller Reminders from Janet Butler, IS WW Sales Vice President:

1. Enter Competitors in your Sales Connect records

Critical to understand current threats and who we are winning against.


https://w3-151.ibm.com/learning/lms/Saba/Web/Main/goto/knowledgeSearch?keyWords=IBSWGCEM&start_date_list=sixMonth&deepLinkRedirect=false&subResourceType=courses:eqcat000000000001011&has_active_offerings_list=false&showNonActionableCourses_list=true

notes://CAMDB10/85256E91006C78FD/64BD1F6954D489088525783B0052F797/CC239D83A1404BC785257D6B0067B1CE


Listen to session replays in the ExperienceOne Sales Play Library!

Driving Year-End Success with One-Two-Punch 4Q14 Closing Plays

1. Real-Time Personalization (Sales Contact: Kevin Dunn)Interact, or Product Recs, or Silverpop Engage into Campaign/Interact accounts.Deals >$200k qualify for 30% discount off entitlement (standard SQO approval).

2. Mobile Analytics Marketing (Sales Contacts: Kevin Dunn, Dan Gesser)Digital Analytics or Tealeaf cxMobile or xtify MCE into Campaign and Urban Airship accounts.All deals qualify for 20% discount off entitlement to pay for Lab Services.

3. Shopper Insights (Sales Contact: Don Holman)Up to 60% discount (authorized under SWG Pricing Play 7.51) for Target suppliers to accelerate their conversion from Target’s vendor insights to IBM Shopper Insights.

4. ExperienceOne SaaS Starter Kit (Sales Contacts: Mike Roth, Brian Hagaman)Drive ExperienceOne SaaS offerings (Digital Analytics, Mobile Customer Engagement, and Silverpop) into large deals and ELAs via pre-approved volume & term discounts.


http://w3.tap.ibm.com/medialibrary/media_set_view?id=34761


Agenda and Presenters

Holiday Benchmark Campaign Update

–Leah Pascall, Product Marketing Manager, ExperienceOne Sneak Peek of Omni-Channel Marketing 9.1.1. Release

–Arjen van der Broek, WW Product Management Lead On Premise, IBM ExperienceOne

–Sarah Grzybowski, Product Marketing Manager, Omni-Channel Marketing Q&A

IBM Leads EOL questions?

Contact Ed Kornacki, Product Manager, ExperienceOne ([email protected])

4


mailto:[email protected]

IBM Digital Analytics Benchmark Leah PaschallProduct Marketing Manager, ExperienceOne


Background for the call

The Holiday Benchmark Campaign (7th annual) capitalizes on a key cultural event, which is increasingly global, to share our thought leadership around ecommerce and digital marketingPrior year’s campaigns have primarily focused on press and media. This year we’re dramatically increasing demand generation components.An key enabler for expanding demand generation is our participation in the Digital Acceleration Pilot which is allowing us to:

Invest more heavily in paid digital marketing placements with incremental fundingImplement lead scoring and e-nurture enabled for this campaignAll Demand Generation activities (paid, owned and earned) drive to three offer streams:

Digital AnalyticsMobile Customer Engagement (Xtify)Silverpop

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© 2014 IBM Corporation@IBMExpOne | #smartercommerce7




IBM Digital Analytics Benchmark: industry performance reporting versus peers and competitors as part of IBM Digital Analytics

Performance metrics for uncovering areas of opportunity, improvement or discovering trends

in your industry.

• Performance analytics. Peer-level benchmarking metrics that deliver competitive data for industry-specific key performance indicators (KPIs)

• Aggregated and anonymous. The only solution to provide complete comparative metrics with no modeling or extrapolation.

• Flexible and timely reporting. Measure site performance competitively and historically with visibility into daily, weekly, monthly and quarterly data.



Benchmark availability worldwide is continually growing to provide the most relevant and accurate metrics possible

• Thousands of site participants

• Aggregate Index– Compare against industry– Compare against peers

• Geographic Coverage• US• UK• Germany• France• AU• Europe• Universal

• 4 Verticals– Retail– Content– Financial Services– Travel

• 15 Sub-Verticals in US Retail• Apparel• Department Stores• Health and Beauty• And 12 others. . .


IBM Internal and Business Partner Use Only2014 Holiday Benchmark Overview

2013 Highlights 20K+ placements from 2013 in key,

national business, technology, and consumer publications

IBM Digital Analytics Benchmark Hub One-stop-shopping for PR, Social, Reporting and Demand Generation (stats below from peak period only of 11.20.13 – 1.27.14):

6 reports: Black Friday, Cyber Monday, AU Click Frenzy, Holiday Recap Reports (US, UK, AU)

39,420 non-IBM visitors

7,058 visitors using mobile devices (2X the normal rate)

3,363 visitors from social media (3X the normal rate)

119 organic Request a Demo’ (EMM) and whitepaper downloads

9,240 Twitter mentions; 40 million social impressions

1,000+ page views of Holiday Benchmark Socialize This Kit

2014 Enhancements Drive PR with analytics availability and scope

– Launch new interactive visual tool– Incorporate Silverpop and Xtify reporting– New Global ‘Cyber Monday’ comparison report– Early Nov Predictions report and press event – Leverage millennial spokesperson

• Increase VLR and win yields with Digital Acceleration Pilot

― Develop and execute full DG campaign to drive SaaS pipeline

― Leverage Silverpop best practices― Access new digital services, additional dollars

and expertise from corp marketing pilot project ―Continue to drive cross-sell and upsell via seller

enablement and training and continued collaboration with MobileFirst, Retail Community, GBS and others

Continue IBM ExperienceOne momentum as leader in customer engagement

– Reinforce differentiated brand messaging – Activate partner network

http://www.ibm.com/benchmark



Benchmark Hub (ibm.com/benchmark)

11



IBM ExperienceOne Benchmark Live

12

Interactive and customizable



Instantly shareable

Integrated gated offers to help prospects take action


Competitive assessment of benchmark solutionsVariable IBM Adobe Google comScore

Size of data set Large customer base Large customer base Large customer base Moderate customer base

Enterprise readiness High penetration of Internet Retailer 100

High penetration of Internet Retailer 100

Limited coverage of Internet Retailer 100

Limited coverage of Internet Retailer 100

Delivery model End-user application; web service API

Service engagement End-user application Benchmark studies

Price Included Services fees Included Not commercially avail

Industry coverage Comprehensive industry coverage

No pre-packaged industry reports

Comprehensive Industry Coverage

Studies touch on various industries

Latency Real-time Delayed look-back Real-time Study of the past

Scope of metrics Comprehensive Ad hoc; defined at time of engagement

Top-level trends Top-level trends

Ease of use Point-and-click, drag-and-drop web-based user interface

No end-user application / interface

Web-based dashboard No end-user application / interface

Point of control End user Adobe End user comScore

Maturity of solution 8 years 1 year 3 years 3 years

Third-party validation The most quoted and sought after during the holiday shopping season

Limited coverage in first year of holiday shopping reporting

Not at this time, but there has been speculation via media coverage

Limited coverage / distribution of studies and findings

Data control Client opt-in Adobe; unknown opt-in policy

Google owns; covered by Ts & Cs

Study of data in aggregate



Mobile Percentage of Site Traffic and Mobile Conversion Rate

KPI Recommendation

Mobile % of Site Traffic and Mobile Conversion Rate

Metric Definitions:

Mobile Percentage of Site Traffic - the percentage of sessions generated from a mobile device (including smartphones and tablets) out of all online sessions.

Mobile Conversion Rate – the percentage of mobile traffic that completes an order within a session.

IBM Digital AnalyticsIBM Tealeaf CX Mobile ApplicationIBM Mobile Web Push



How IBM Digital Analytics, IBM Tealeaf and IBM Mobile Web Push can help maximize Mobile Percentage of Traffic and Mobile Conversion Rate With the explosion of mobile device use, it’s critical for companies to o understand how visitors are

accessing and experiencing their web sites. A poor mobile user experience on a web site could mean lost revenue. A combination of both quantitative and qualitative analytics is needed to understand the mobile customer experience.

IBM Digital Analytics provides quantitative data insights on how users combine multiple mobile devices in interactions ranging from initial research to purchase event. Clients can use that information to identify the most popular devices and operating systems used by mobile visitors to to ensure mobile site content is easily accessible and viewable on these devices and systems. Then, prioritize and optimize mobile site planning based on this insight. Companies can also track conversion by mobile device, operating system, or browser, and determine where to focus their attention.

IBM Tealeaf and its CX Mobile application provide qualitative insights on the customer’s mobile experience. Look at the experience of all users of mobile web, HTML5-based sites, hybrid app or native apps (such as iOS and Android) and identify the segment of impacted visitors. With fast visibility into the hidden problems that can impact business, companies can detect, quantify and resolve issues and sources of customer struggle and improve ROI.

IBM Mobile Web Push dynamically triggers content for display on mobile websites based on the actions – passive or active -of visitors, enabling brands to capture the attention of their mobile visitors. Display rich messages with personalized and relevant content to turn casual browsing into an engagement experience, reducing abandonment and driving desired actions.




Agenda

Holiday Benchmark Overview– What is IBM Digital Analytics Benchmark?– 2014 Holiday Benchmark Campaign– Resources and links

Holiday Benchmark Campaign and Digital Acceleration Pilot

Q&A

17



@ the Landing Page:The Benchmark Hub

Paid Strategy

Download Black Friday and Cyber Monday Report

Analytics Offer: Realworld case studies

Mobile Offer: Secretsto better engage themobile consumer

Silverpop Offer: Ultimate guide to post Purchase white paper

Live Chat

Customizeand share w/ExperienceOne Benchmark Live

LDR and Nurture Streams(Corporate request for assistance)• 360 Contact• Lead

Scoring• Appointmen

t setting

…

…

…3

offer

sDISCOVER & SHARE LEARN LEARN & TRY

Owned & Earned

Strategy

Overall Campaign Flow


Campaign Creative

19




20

2014 Benchmark Holiday Calendar

Aug Sept Oct Nov Dec Jan

NRF

Social Media Campaign

Demand Generation Digital Acceleration Pilot 11/3-12/15 and Jan

Christmas Week

UK Black Friday and

Cyber Monday

2014 Holiday Recap Reports

US, UKUS Black Friday ReportCyber Monday Report

with Press Releases

Legend: based on primary driver: PR/Social Social Media Demand Programs Events

Benchmark Audit and

Testing based on Edison Release

AU Click Frenzy

December Recap

November Recap,

3Q Quarterly

Index

Finalize Reporting

Requirements / QA Blue Spark

Start Dry Runs

Planning interlocks with core and

extended teams

Back to School

Present to Internal Sellers

Finalize all plans by Oct 3

Present to Internal Sellers

Wk 11/3 Predictions Press Announcement



Call to Action

Product information can be found here (SSW site)– IBM Digital Analytics Benchmark Data Sheet– IBM Digital Analytics Benchmark Competitive Differentiation Deck – ”Discussion Kit” - Benchmark KPI Mapping for Up-selling– Customer presentation

Find the latest news on the IBM Digital Analytics Benchmark Hub at www.ibm.com/benchmark

Starting the week of Thanksgiving, leverage the internal Holiday Benchmark 2014 Socialize This! for grab-ready tweets, blog links and infographics.

21 IBM Confidential

IBM Digital Analytics Benchmark is the only real-time, self-service solution that delivers aggregated and anonymous competitive data for a comprehensive set of key performance indicators, showing how a site performs compared to its industry vertical and sub-vertical peers and competitors. Benchmark supports over 370 Key performance indicators spanning traffic, engagement, channels, sales and conversion metrics including mobile, social and more. The IBM Digital Analytics Benchmark supports multiple industries for geographies around the world.

IBM Digital Analytics Benchmark is sold as part of IBM Digital Analytics at no additional cost.

https://w3-03.sso.ibm.com/software/xl/myportal/content?synKey=Z281146R36489H96

http://www.ibm.com/benchmark

https://w3-connections.ibm.com/wikis/home?lang=en



Omni-Channel Marketing 9.1.1 OverviewArjen van der BroekProduct Management Lead -OCM

22 IBM Confidential



Disclaimer

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.

Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM products.

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.


Discussion points

Positioning of Omni Channel Marketing (OCM) in ExperienceOne

The OCM 9.1.1 release– IBM Marketing Platform– IBM Campaign– IBM Interact– IBM Opportunity Detect– IBM Marketing Operations– IBM Contact Optimization– IBM Distributed Marketing

OCM on Cloud

Interaction History and Attribution Modeler approach




IBM ExperienceOne helps you attract, delight and maximize the lifetime value of

customers by enriching the ways you engage with each of them

customer engagement solutions




OCM’s position in X1

Simple Things Quickly

Complex Things Easier

Hard Things Possible

Easier to deploy

Flexible and Configurable

Advanced segmentationReal Time MarketingEvent DetectionContact Optimization

OCM

Cloud Multi tenantUniversal behaviorsProgramsEmail mgmt



IBM MARKETING PLATFORM




IBM CAMPAIGN 9.1.1






Clarify your logic Add annotations to your flowcharts


Move to front or send to back of flowchart process connections



Move to front or send to back of flowchart process connections



Standards mode and Flowchart back in embedded mode

When DOJO was introduced instead of ActiveX, our pages in Omni Channel Marketing were still written in Quirks mode (wikipedia: In computing, quirks mode refers to a technique used by some web browsers for the sake of maintaining backward compatibility with web pages designed for older browsers, instead of strictly complying with W3C and IETF standards in standards mode.). With Quirks, the new flowchart wouldn’t work, therefore we opened a new separate browser window to display the flowchart. Now that all pages are using Standards mode, we can move the flowchart back into Campaign



Making upgrading easier with the Pre-Upgrade checkerThe PRE Upgrade utility is a utility which will run before an actual upgrade executes. This utility will capture all user inputs required for upgrading setups from (8.6) “9.1.x" to "9.1.1". All inputs will be validated for correctness before executing upgrade. The utility is optional but recommended for upgrades. Once all user input is correct and valid, the user will be given the option to proceed with the actual upgrade. If the user selects to continue, all user input will be passed on to the upgrade utility.

Other Campaign added functionality

More power with random samples

Random Samples, used in the Select, Sample and Segment processes would always generate the same random sample in previous versions of Campaign. This was to ensure the same random sample would be used every time for modeling purposes (different modeling algorithms must be compared across the same set of records to determine each model's effectiveness).With the new version of Random Sample, we can generate a true random sample with each run of the flowchart.



Restyling of Campaign reports

ROI by channel

14,000,000%

12,000,000%

10,000,000%

8,000,000%

4,000,000%

2,000,000%

0%

$1,000

$100

$10

$1

Email SMS Web

% R

OI C

ost

ROI by channel

14,000,000%

12,000,000%

10,000,000%

8,000,000%

4,000,000%

2,000,000%

0%

$1,000

$100

$10

$1

Email SMS Web

% R

OI C

ost

$830

$296

$796$830

$296

$796

Response Transactions

Fall campaign25%

Spring campaign25%

Summer campaign50%

Other rates

80

70

60

50

40

30

20

10

0

Response Transactions Other rates

80

70

60

50

40

30

20

10

0



Restyling of Campaign reports

Charting style and goal: Easy to read and understand Harmonious colors Interactive Uncluttered Pie chart with numbers Visually engaging

Response rates

100 %

90 %

80 %

70 %

60 %

50 %

40 %

30 %

20 %

10 %

0 %

Holiday campaign

Christmas campaign

Easter campaign

Passover campaign

Hanukkah campaign

Halloween campaign

Ramadan campaign

Labor day campaign

Independence day campaign

Mother’s day campaign

Father’s day campaign

Thanksgiving day campaign

Kwanzaa campaign

Presidents Day campaign

New year’s day campaign

Memorial day campaign

Holiday campaign

Christmas campaign

Easter campaign

Passover campaign

Hanukkah campaign

Halloween campaign

Ramadan campaign

Labor day campaign

Independence day campaign

Mother’s day campaign

Father’s day campaign

Campaign grosses

7 %

7 %

7 %

7 %

7 %

7 % 7 %

7 %

7 %

7 %

30 %



Integration team work for 9.1.1Campaign – Silverpop integration Phase 1 (Q4 2014)

The integration team has build an initial integration between Campaign and SilverpopIt consists of a flowchart templateTriggers for moving the output file to SPAn API approach for uploading the file to SP

loading & synchronizing contact lists (opt-in/opt-out), personalization data, email execution, and download or contact history/response tracking – database and version-independent



Integration team: Silverpop and Campaign IntegrationContact Sync & Response Data - Email Execution & Behavioral Response

ContactList

IBM

/ S

ilver

pop

Trig

ger

Sen

d F

TP

On-

Pre

mis

e

IBM Campaign

List Selection

IBM Campaign

Follow up Decisioning

IBM Campaign

Response Management

OpenEmail

ResponseData

eMai

l Sen

d

Silverpop

Wor

kflow

Con

trol

Engage BehaviouralDatabase

Click-ThroughResponse Manager

Web Behavior

IBM Campaign

Custom Reports

Silverpop & Campaign:• Update/Add Opt-Outs• Update/New Opt-InsScheduled / AdHocOutput & Upload multiple listsField matchingSecure and reliable

- Both Campaign & Silverpop initiated - Response data & web tracking- Multiple event types

Standard Silverpop Reporting

Standalone solution pack tested on 8.6 and 9.1Available on Support site



IBM INTERACT 9.1.1



Summary

Offer Accept, Reject, and Contact macro events used in Event Patterns for multi-phased Campaigns

Strategy Tab Rule Wizard facilitates creation of treatment rules for complex targeting logic

Pattern State ETL de-serializes pattern state blob so users can analyze data and use for batch campaigns

Javascript APIs deliver existing Interact APIs in new variant that is popular with web developers; enables client-based event notifications directly to Interact RT server

getOffers deduplication by offer attribute ensures only one offer from each “category” is prioritized



The Challenges of Real-time Personalization Using Customer Behavioral Data

Data-intensive analysis of customer behavior in real-time is hard

– Retrieve data from multiple datamarts– Analyze for targetable behaviors– Decision next best offer/message– Millisecond response times required for many

channels

Behavioral data not available in real-time– Typically 15 min + lag time (e.g. web analytics)– Good enough for some use cases but not all as

the moment has elapsed

ClickstreamData

Processing Latency

TransactionHistory

ServiceHistory

Operational Datamarts

ClickstreamData

TransactionHistory

ServiceHistory

Production Datastore

Data Latency



What is an Event Pattern in IBM Interact and IBM Advanced Patterns?

“Object” saved to system table

Tracks patterns of customer activity

Has a memory i.e. tracks events across sessions

Tracks for each AudienceID (e.g. CustomerID)

Triggers associated actions that fire when all events occur

iPadPageVisited kindlePageVisited galaxyTabPageVisited

TABLETPCINTEREST

WebsitepostEvent (kindlePageVisited)

already occurred just occurred waiting to occur



EVENT PATTERN 2

Enhanced Multi-touch Campaigns Using Event Patterns –Trigger ’follow-up targeting’ based on previous activity

Offer1

Offer2

Offer3

Related OfferA

Related OfferB

Related OfferC

Accept (Offer1)

Accept (Offer2)

Accept (Offer3)

EVENT PATTERN 1

EVENT PATTERN 3

EVENT PATTERN 4

EVENT PATTERN 5

EVENT PATTERN 6

The way a marketer could set up a chain of events based on customer activity.


[email protected]

[email protected]

[email protected]

[email protected]


















































































Using Offer-based Macros in Event Patterns to Target for Multi-Wave Campaigns



Use NEW Rule Wizard to Simplify Creation of Sophisticated Targeting Strategies…

Select one (or more) OFFERS…



Use NEW Rule Wizard to Simplify Creation of Sophisticated Targeting Strategies

To target one or more SEGMENTS…




With Advanced Rules and Parameterized Attributes…




Find individual treatment rules in filtered view…



Pattern State ETL: Tap into Wealth of Insight and Qualified Leads in Real-Time Event patterns (9.1.0.2)

`

RT RT RT

Pattern StateBLOB

System Tables

Interact Production RT Environment

Pattern State ETL Server

Pattern StateDatamart

ReportingBatch

Campaigns



New Javascript APIs Support Client- (and Server-) side API Calls to Interact

WebServer

InteractRT

Browser(end-user)

firewall



New Javascript APIs Support Client- (and Server-) side API Calls to Interact

WebServer

InteractRT

Browser(end-user)

Javascript requests

proxyfirewall

Javascript APIs deliver existing Interact APIs in new variant that is popular with web developers; enables client-based event notifications directly to Interact RT server



Deployment Import/Export Utility Facilitates Your Engagement with IBM Tech Support

RT

DT

RT

DT

Your Environment IBM Environment

DeploymentPackage



getOffers Dedupe by Offer Attribute (e.g. category) (9.1.0.2)

OfferName Category

Offer1 Electronics

Offer2 Electronics

Offer3 Appliance

Offer4 Clothing

Offer5 Kitchen

getOffers (123, IP_1, 2 Offers)



getOffers Dedupe by Offer Attribute (e.g. category) (9.1.0.2)

OfferName Category

Offer1 Electronics

Offer2 Electronics

Offer3 Appliance

Offer4 Clothing

Offer5 Kitchen

getOffers (123, IP_1, 2 Offers)



Integration team: Omni Channel Offer Orchestration

Omni-channel Offer

Orchestrator

Interact

Custom

er F

irewall

Silverpop Xtify(cloud/sdk)

WSC, DA /

Tealeaf

Geo-breach

Web-events

Digital Messaging ServicesGateway

Send Email

Send Push

hi

2

1

3

Event trigger received

Call Interact to get best offer

Send offers

ExperienceOne

Event triggers

Offers delivered in messages

Interact WSC

Widget

Offer/Promotion

Offer Orchestration for Real-Time Personalization

As a marketer, I want to ensure that all of my available channels present offers that are optimized for a customer in the context of their interaction, avoiding unnecessary repetition, and on the most effective channel(s).

Standalone solution pack tested on 8.6 and 9.1Available on Support site



WSC Management Center: Personalized layout and slotsAdding Interact widget to deepen intelligent offers in real-time

Integration team: Interact and Commerce integrationIBM Internal and Business Partner Use Only


IBMINTERACT

IBM Interact incorporates context from WSC session, user profiles, and promotion data to determine the optimal offer to deliver.

context

patterndata

offer(s) &promotion code(s)

• blends segmentation, rules, & learning algorithms

• extends promotions to offers• coordinates with multiple channels (offer orchestration)

real-time decision

perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut

fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat

blank

WELCOME

http://www.voluptatem.quia

OFFER

profiledata

IBMWEBSPHERE COMMERCE

Integration team: Interact and Commerce integrationIBM Internal and Business Partner Use Only


IBM OPPORTUNITY DETECTIBM ADVANCED PATTERNS 9.1.1




Marketer friendly design-time UI integrated with Platform (using DoJo) for configuring trigger system that is deployed to run-time system

Complete critical components necessary to support batch detection use cases– e.g., containers, container manipulator, select, math/date expression editors– forward inactivity firing– copy components

Real-time input connector (ESB, profiles from db table)

Bundles IBM InfoSphere Streams for run-time servers

Localization in group 1 languages (consistent with suite) post release (timing TBD)

IBM Opportunity Detect 9.1.1




Opportunity Detect / Campaign integration

Customer events

Event Detection

Real-time

Campaign

• Push notification• Email

Fast batch

Near real-time

Offer tailored for customer based on • Behavior patterns• Offer & Response

history• Segment

or

Batch

Other ESPXtify

Silverpop



FAQ – Overview

What are the Opportunity Detect features planned in 2014?– IBM Opportunity Detect 9.1.1 will be a re-launch of Unica Detect– The product name will change to IBM Opportunity Detect– The Fall 2014 release moves away from all underlying .NET technologies– The building of detection logic will utilize a different DoJo based UI; but the

process will be similar to today– The primary differences for processing is that our backend will be powered by

InfoSphere Streams - a very fast and highly scalable real-time analytics engine developed by IBM. It will support both batch and real time operations

How will the new version work with Campaign (8.x, 9.x, etc) and Interact– Initially Opportunity Detect 9.1.1 will integrate with Campaign as it does now –

Detect 9.1.1 will write outcome to a database table and Campaign will read from that table

– Opportunity Detect 9.1.1 will integrate with Campaign more tightly in a future release but the details have not been worked out

– Opportunity Detect 9.1.1 can integrate with Interact over the real time services approach



IBM MARKETING OPERATIONS 9.1.1




Marketing Operations - 2014

Advanced workflow - new “form task” *

Form data entry improvements *

Advanced workflow – attribute value based branching in requests / add projects

Active / Inactive views

Various usability improvements with forms and lists

Approvals on mobile devices **

Notes: * to be delivered in Minor release in 1H2014 ** stretch content




Marketing Operations – First half 2014

Advanced workflow - new “form task”



Marketing Operations – First half 2014

Advanced workflow - new “form task”



Marketing Operations – Second half 2014

Advanced workflow – attribute value based branching in requests / add projects


IBM CONTACT OPTIMIZATION 9.1.1



Contact Optimization Performance and scalability Several enhancements are foreseen to improve performance and

scalability in high demanding scenarios; –millions of offer – customer combinations–large amount of different offer versions for large number of customers–Highly parameterized offer attributes

We aim to improve the creation of necessary indexes on key system tables

By leveraging a temp table approach We aim to improve the SQL generated by the solution in order to better scale and improve

performance **

In post optimization flowcharts when a mail list or call list is used we aim to improve performance by focusing on SQL generated and taking into account potentially large numbers of offer attributes **

By reducing memory requirements performance improvements can be achieved **

By multithreading Chunk creation, we can create Chunks in parallel and improve performance **

** Extended content



Contact Optimization Usability: Test Run Simulation The Marketing execution specialist will be able to simulate a run before doing a

production Optimization run, saving time and effort and allows for testing procedures, rule simulation and quick verification of the impact of rules on a user specified subset of PCT data

As a Contact Optimization user and sponsor, I want to be able to verify my approach from the rules and constraints perspective, and be able to run simulations or tests of strategic relevant sample data, so I can tune my Contact Optimization session prior to doing a production run.



IBM DISTRIBUTED MARKETING 9.1.1



Show Clock Time of the Server

• Times in the workflow reflect the server time

• Users working across multiple time zones are uncertain when setting times in the workflow

• Showing the current time of the server will allow the field marketer to properly set times relative to server time



Improve usability of large list search and multi-select – business challenge

Multi-selecting values on a form drop down list containing many values is hard to do

– Hard to find values, especially beyond the first value selected– User is uncertain that the correct values were selected– No easy way to select all the items on the list



Improve usability of large list search

• Search and Select control will be available for multi-select form variables

• The control will allow users to search for items in a long list

• The control will allow users to easily set and view the selected values

• A button is provided to select all values



Ability to handle very large lists

Ability to handle very large lists containing 3 M + customer records in List Manager module

Fixed performance issues on List Manager



Clustering support

Scalability: DM application will be scalable and will be able to support and handle more concurrent users by adding more nodes in the cluster

High availability – DM application will be highly available. Note: If one node goes down the user will be redirected to another node, where he will have to login again and start his work again. Session replication across nodes will not be supported in v911 release. It may come in later releases.

Clustering support will be certified on WAS only. We are not certifying clustering support on Weblogic in v911 release.




Omni Channel – Other solution enhancements

Browser support for Chrome– Campaign– IBM Opportunity Detect– Contact Optimization– Interact (incl Interact Advanced

Patters)– eMessage– Marketing Operations (Installable) *

* Note: Marketing Operations OnDemand already supports Chrome


2014 Fall Release Marketing UpdateSarah GrzybowskiProduct Marketing Manager, Omni-Channel Marketing



Disclaimer

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.

96


Ignite And Grow Customer Relationships value proposition is strengthened

Ignite And Grow Customer Relationships empowers marketers to enrich the ways they engage each customer and prospect through an omni-channel dialogue that builds upon past and current behavior – to deepen customer relationships, increase customer lifetime value, and grow company profit and growth.

The new features and products empower marketers to identify and maximize the moments that matter most for every customer, using event detection and

real-time marketing to ensure that every customer interaction is as relevant as possible.



Marketers IT

IBM Interact can now cascade customer responses in real time, at the moment these key engagement events happen. This enables marketers to learn more easily from every interaction and to further refine and personalize customer communications. Interact users will also find interact easier to use, deploy, and administer.

• Faster time to value• More precise customer targeting and

marketing actions lead to higher response rates

• Lower overall cost of ownership• Faster time to value

IBM Opportunity Detect enables marketers to monitor real-time interactions and trigger personalized, optimized outbound communications based on those interactions.

• Marketers who can optimize their tactics and treatments mean they are more likely to be relevant to the consumer, and lead to higher response rates, loyalty, and churn reduction

IBM Campaign and IBM Distributed Marketing now include high availability and cluster support via algorithms to identify the next listener, improving the performance and availability of IBM Campaign (Needs updating)

• Better performance in IBM Campaign and IBM Distributed Marketing

• Greater availability

• Automatic restarts of listeners and fail over reduces IT overhead

• Less downtime and internal support

Business value of major enhancements



Simple IBM Interact Cascading Actions Use Case

Customer BrowsesWebsite for tablets

Compares iPad and Samsung

Customer receivesOffer for free shipping Customer

places iPad in cart

Customer selects in-store pick-

up

Save

Customer saves the

cart

Before the customer leaves the website, the customer is presented with an offer for free in-storesetup and training

The customer purchases

#1

#2



Re-naming IBM Interact Opportunity Detection to IBM Interact Advanced PatternsPrior Part Name New Part Name

IBM Interact Opportunity Detection IBM Interact Advanced Patterns

IBM Interact Opportunity Detection ATM Kiosk and POS for zEnterprise BladeCenter

IBM Interact Advanced Patterns ATM Kiosk and POS for zEnterprise BladeCenter

IBM Interact Opportunity Detection ATM Kiosk and POS IBM Interact Advanced Patterns ATM Kiosk and POS

IBM Interact Opportunity Detection for Digital Interactions for zEnterprise BladeCenter

IBM Interact Advanced Patterns for Digital Interactions for zEnterprise BladeCenter

IBM Interact Opportunity Detection for Digital Interactions IBM Interact Advanced Patterns for Digital Interactions

IBM Interact Opportunity Detection for Interactive Voice Response for zEnterprise BladeCenter

IBM Interact Advanced Patterns for Interactive Voice Response for zEnterprise BladeCenter

IBM Interact Opportunity Detection for Interactive Voice Response

IBM Interact Advanced Patterns for Interactive Voice Response

IBM Interact Opportunity Detection for Mobile Interactions for zEnterprise BladeCenter

IBM Interact Advanced Patterns for Mobile Interactions for zEnterprise BladeCenter

IBM Interact Opportunity Detection for Mobile Interactions IBM Interact Advanced Patterns for Mobile Interactions

IBM Interact Opportunity Detection for Sales and Service Agents IBM Interact Advanced Patterns for Sales and Service Agents

IBM Interact Opportunity Detection for Sales and Service Agents for zEnterprise BladeCenter

IBM Interact Advanced Patterns for Sales and Service Agents for zEnterprise BladeCenter



What’s IBM Opportunity Detect?

Monitor real-time interactions and trigger personalized, optimized outbound communications based on those interactions

– Has both batch and real-time operations, Infostreams back-end– New, marketer friendly UI– Integrated with the Marketing Platform– Strategic replacement for IBM Detect

– Does NOT require IBM Campaign to be sold– Can be sold stand alone and integrated with 3rd party solutions

Find IBM Opportunity Detect as a sub-product to CampaignWhy? Logical upsell to IBM Campaign



Who is most interested in IBM Opportunity Detect?

Primary Industries• Telelcommunications• Financial Services (banking,

credit card, brokerage & investment)

But also…• Insurance• Travel & Hospitality• Retail / Online Shopping

Marketing• Responsible for CRM

and/or marketing strategies. Oversees tactical execution across multiple channels and media.

• Titles: SVP / VP / Director of Customer Relationship Marketing (CRM) / Loyalty / Marketing

IT• Responsible for executing

on company's CRM and marketing strategies through enabling technologies

• Titles: SVP / VP/ Director of IT / Marketing Technology



Some IBM Opportunity Detect use cases:It’s about micro targeted outbound marketing

Telco: Increasing volume of international calls

Telco: Customer looks at different plans and phones online

Infer: Friend or relative now works abroad Cross sell: New plan

Infer: Customer does not qualify for new phone discount, is thinking about switching to get new phone at a discount

Deepen relationship: Encourage signing new contract and phone discount qualification

Banking: 2 overdrafts today after 6 months with no overdrafts

Infer: Increase in spending Cross sell: Overdraft protection, credit card

Banking: Interruption in Payroll (Direct) deposit

Infer: Planning to start business, lost job, retire Cross sell: Home equity loan, reverse home mortgage

Credit cards: Reviews other credit card’s APRs

Infer: Thinking of switching cards Retain: Offer on balance transfer in, lower interest rate

Telco: Lapse in recharge Infer: Customer forgot to recharge, thinking about switching providers Deepen relationship: Encourage recharge message or offer



What about IBM Detect?

IBM Opportunity Detection is a strategic replacement for IBM Detect– Initial IBM Opportunity Detection will have much of the core Detect functionality– Plan to reach parity with IBM Detect in 2015– IBM Detect is not end of life!– Last released version of IBM Detect is v 8.5

– Will be entitled to IBM Opportunity Detect with upgrade to 9.1.1– Do not need to replace IBM Detect on upgrade!

• Can implement IBM Opportunity Detect to take advantage of new patterns, negative event firing and real-time interaction monitoring

• Retain IBM Detect for any gaps required for their business

What about current IBM Detect customers?



What about new sales opportunities?

Lead with IBM Opportunity Detect

• Real-time interaction monitoring for more timely outbound messaging

• Negative event detection

• Future enhancements

• Simplify the sales and implementation process

When to add IBM Detect…

• Sequence patterns and trend components are necessary in initial implementation

• Quick-start OOTB patterns are necessary

When to Sell to IBM Detect• Translation is required• They have an Oracle environment• Current in-process deals

OR



New Assets

Ignite And Grow Customer Relationships Solution Brief

There’s an app for that: how mobile is changing multichannel marketing ondemand webinar

Coming Soon

New IBM Opportunity Detect sales kit will be made available on SSW & Partnerworld for the release

In December

Make Every Moment Matter with In-Depth Insight into Customer Behavior: webinar Dec. 3rd

Supporting whitepaper


http://www.ibm.com/common/ssi/cgi-bin/ssialias?subtype=SP&infotype=PM&appname=SWGE_ZZ_ZZ_USEN&htmlfid=ZZS03236USEN&attachment=ZZS03236USEN.PDF

http://rethinkyourcustomer.com/form/MKT-WBR12




Q & A

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