IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

Smarter Commerce: Your Customer in Context

Kevin Bishop, VP Enterprise Marketing Solutions

© 2013 IBM Corporation


© 2013 IBM Corporation #IBMINTERCONNECT

Lily Robinson – Age 3½



92% 39%

77%

of consumers trust earned media

think social will improve

forecasts

of B2B buyers put the most weight on what the people they know and trust

say about companies and products

#IBMINTERCONNECT Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010

Maximize the Moment

•4 #IBMINTERCONNECT

Maximize the Moment



You don’t know me.

You’re not connecting with me.

It’s too hard.

#IBMINTERCONNECT

“We can now identify and act

upon changes in individual

customer behavior and ensure

our communications are

timely and relevant to our

customer’s emerging needs.”

–Don MacDonald, Head of Group

Customer Analytics and Decisioning

#IBMINTERCONNECT

Offering

targeted

real-time

personalized

promotions





Understand Understand your customer

and their intentions

Connect Connect with your customers

and your value chain

Engage Engage at the right time

and place with the best action



FULLY ENGAGED CUSTOMERS

SPEND and RECOMMEND

3x 2x MORE

Customer Sat

1%

4.6%

Market Value Gain

=







Transforming Client Engagement





Transforming Client Engagement



#IBMINTERCONNECT

BIG DATA & ANALYTICS

#IBMINTERCONNECT

#IBMINTERCONNECT

MOBILE

#IBMINTERCONNECT

#IBMINTERCONNECT

SOCIAL

Aug 2013 Sept 2013

#IBMINTERCONNECT

#IBMINTERCONNECT

Cloud Suite C-Suite for the

#IBMINTERCONNECT



For every spent

were generated

$1 $12



#IBMINTERCONNECT


Thank You

IBM Augmented Reality

Shopping Advisor

Experience Driven Business Model Innovation

Immersive Omni-Channel Experiences

9 8

8

9 8

8

Lowest

amount

of sugar

Any gallon

of milk - $0.99

till 18:30 today!

#IBMINTERCONNECT


Thank You

Date post:	12-May-2015
Category:	Technology
Upload:	ibm-events
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IBM InterConnect 2013 Smarter Commerce Keynote: Your Customer in Context

Technology