IBM Watson Content Hub - Pixelixir · IBM Watson Content Hub New cognitive cloud-based CMS to power your omnichannel experiences 1 Footer 11/28/17. Watson Customer Engagement Business

Watson Customer Engagement

Carlos Garcia de MiguelEurope Digital Experience Sales Leader

November, 2017

IBM Watson Content HubNew cognitive cloud-based CMSto power your omnichannel experiences

11/28/17Footer1


Business Challenges of Insurers

Source – Industry Insights from IBM Market Development & Insights – Insurance 2017 Report

Regulatory and Compliance DisruptionHow insurers invest to meet regulation and reduce long-term cost of compliance may determine bottom line

DOL’s Fiduciary ruleGeneral Data Protection Regulation (GDPR)

Solvency IIOwn Risk Solvency Assessment (ORSA)

Customer ExpectationsCustomers demand 24/7 access to insurance company across devices with policies that are better tailored to their specific needs

Simpler web and digital interfacesCustomized policiesEasier claims filing and redemption process

Digital transformationCore transformation

Pace of InnovationCompetitors are encroaching on the market by providing services that meet their expectations. Insurers are forced to innovate or face decreasing market share

Insurance VC armsPartnerships with InsurTechs

Innovation/ incubators hubsBlockchain consortiums


From Digitization to Digital Reinvention

Source – IBM Institute for Business Value - Digital ReinventionTM in the global insurance industry 2017

Digitization in Insurance involves translating analog processes into digital processes such as online insurance or electronic underwriting & policy.

Digital transformation in Insurance involves integrating across multiple digital processes to offer customers individualized experiences, e.g., omni-channel and single view of the customer insurances

Digital Reinvention in Insurance involves fundamental reimaging of the way Insurance Company engages with customers and other stakeholders e.g. constructing deep customer relationships in which an Insurer orchestrates comprising Insurances & other associated services to realize customer ambitions and aspirations

Digitization improves efficiency by applying technology to individual resources or processes.

Digital transformation digitizes whole aspects of a business producing customer experiences that support what individuals need or want.

Digital Reinvention incorporates digital technologies like never before to create revenues and results via innovative strategies, products and experiences.

Digitization

Digital transformation

Digital Reinvention

Insurance Example


Digital Reinvention in Insurance - Examples

Source – IBM Institute for Business Value - Digital ReinventionTM in the global insurance industry 2017

Digital Reinvention involves a fundamental reimaging of the way insurance is perceived

Auto Home Life§ Risk-based routing§ Driver feedback§ Value-added location referrals

§ Home risk alerts§ Home maintenance referrals§ Elderly home monitoring and assistance

§ Lifestyle monitoring§ Customized premium pricing§ Modified portfolio of offerings

Smart Telematics§ Capture car location, driver, weather,

retail locations§ Identify hailstorm threat§ Route driver to prepaid parking and

coffee to wait out storm

Proactive Home Alert§ Read water meter, local weather§ Collect thermostat data, home activity date§ Identify heat outage; send alert to warn of

potential frozen pipe

Tailored life insurance products§ Collect lifestyle and habitual data

through various wearable devices§ Identify the patterns and

suggested/create relevant products§ Detect potential slip-and-falls, with

machine-learning based underwriting

Engage customers immediately as risks develop

Partner with customers to physically stop losses before they happen

Extend insurance coverage across similar customer profiles

Education Proposal

Application Process

Pacific Life - “PRIME”Agent & Financial Advisor

Analytics


IBM Watson Content Hub New SaaS Cognitive Content ManagementCreate great customer experiences with rich, reusable content from a centrally managed repository that helps marketers stay organized and frees developers to innovate.

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Content brings the customer experience to life


We make it easy with IBM Watson Content Hub

Content is at the heart of the customer experience

Content everywhere!Marketing contentPersonalized offersEmailsDisplay adsProduct Content, buyers guides etcRich imageryRatings and reviews (user-generated content)User storiesProduct specificationsRelated productsHow-to guides & videosOnboarding & Setup contentSelf-service contentFAQsEducational content

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Customer touch points come to life through content

Emails Sites / Micro SitesAds / Social Landing PagesApps Web Apps (store front, banking) Customer Service

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Content only focus on web miss something…

Emails Sites / Micro SitesAds / Social Landing PagesApps Web Apps (store front, banking) Customer Service

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Managing content is a team sportMarketers, content specialists, front-end developers and many others come together to deliver great content.

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Marketing

© 2017 IBM

This is Kirsten, she creates promotional content and messaging for her company's products.

I’ve got so much content that it is impossible to keep organized and find what I need.

Main jobs to do:• Decide messaging for her company’s products• Create promotional content to promote brand and

products• Decide and/or support campaign schedule

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Watson Customer Engagement © 2017 IBM

Content specialist

The new app is great, but how can I control what’s displayed and reuse that content on other channels?

This is Amy, she makes sure Kirsten’s content reaches the target audiences. She is often concerned with pushing content to the web.

Main jobs to do:• Work with colleagues and agencies to assemble all

the creative and copy needed.• Publish updates to the website and to content in line

with the campaign schedule.

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Watson Customer Engagement © 2017 IBM

Front-end developer

This is Pierre, he's a front end web developer who knows the latest HTML, CSS, and JavaScript approaches.

When I’m developing our app, I don’t want to worry about managing the content at all.

Main jobs to do:• Take the design and implement it on the site• Build application capabilities to integrate with site

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Now with Watson Content Hub you can…

Content-enable any application via our API-

first, decoupled CMS

Manage content across all customer touchpoints

Tame your content sprawl with cognitively enhanced meta-data

Watson Content Hub has three main parts

Business User Interface• Asset management• Content management• Content modelling• Cognitive tagging• Image profiles• Website management

Global PAYG Platform• Akamai CDN included• Watson services included• Pay for asset storage GB and

data transfer GB – overage or up-front purchase

• 99.9% uptime SLA• Multi-site resilience

Developer Tools• Authoring, Delivery, Search API• Code samples• Command line client• Asset and Content publishing• Layout templates• Customizable Angular Starter Site• SDK for Angular site apps

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Watson Content Hub: Overview

Server side markup

Publishing

Authoring

Site Application

Asset LibraryContent AssemblyCategoriesTagging

Angular 4 ApplicationHosted on WCH CDN

NavigationPage RenderingJS support for templates

Sites Structure Pages LayoutContent Templates

Content Delivery Network (CDN)AssetsDeveloper FilesAuthoring, Delivery and Search APIs

SDK(Angular) APIs

Websites

Custom apps

Emails, Devices etc

Front-end Developer

Choice of Tooling

Content Specialist

Business User Interface

Marketer

Watson Content Hub

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Watson Content Hub: Skills

Publishing

Authoring

Site Application

SDK(Angular) APIs

Websites

Emails, Devices etc

Front-end Developer

Choice of Tooling

Web Specialist

Business User Interface

Marketer

Watson Content Hub

Custom apps

OOB starter has been created using Angular 4.Designed to be customizable with minimal Angular knowledge

WCH uses simple REST APIs, documented via https://developer.ibm.com/apiSamples gallery available online: https://developer.ibm.com/customer-engagement/watson-content-hub

In-line helpUI is designed to be easy to adopt with no prior training.

Pretty much anything

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https://www.youtube.com/watch?v=Ro2GMSVnQsM

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IBM Watson Content Hub – Demo time!1 2 3

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Free 30-day trial of WCH§ Free 30-Day Trial

Available to anyone who wants oneExplore and evaluate the product

https://bit.ly/wchtrial

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From 3.000€ ACV

From 36.000€ ACV

Watson Content HubEssentials Edition

Watson Content Hub Standard Edition

A SaaS content and asset management service, with embedded Watson cognitive tagging capabilities. Access content via APIs.

Builds upon Watson Content Hub Essentials by adding business user tooling to manage content driven web site with developers created templates

Use this if you’re delivering omni-channel content and are focused on mobile apps or developer-created experiences.

Use this to allow business users to control site structure, pages and content using web tooling, as well as using that content in other channels.

Headless CMS Headless CMS + Website Management

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IBM Watson Content Hub – Price

Essentials – $250/mo (D1QD7LL) Standard – $3000/mo (D1QDNLL)

Content items Not limited

Users Not limited, authenticated via BlueID

Capacity included

Asset storage 10GB 100GB

Data transfer 100GB/month 1000GB/month

Other characteristics

SLA 99.9% (D1QDGLL, D1QDRLL, D1QDXLL)Support Online & Phone, standard IBM response time SLOGeography 1x NA, 1x Europe @ go-live, others laterExtra capacity – customer commits additional usage

Extra asset storage Tiered – see chart to right (D1QDLLL)Extra data transfer Tiered – see chart to right( D1QDMLL)Extra capacity – overage pricing when customer exceed committed amount

Extra asset storage $75 for every 10GB/month (D1QDCLL)Extra data transfer $31 for every 100GB/month (D1QDFLL)

IBM Watson Content Hub is available on Cloud Marketplace, with a 30 day free trial.SQO Quote-to-Marketplace and Credit Card purchase will both be supported.

Tier Min Qty Max Qty Price

1 1 10 $60

2 11 25 $54

3 26 50 $49

4 51 100 $44

5 101 250 $39

6 251 500 $35

7 >=501 $32

Tier Min Qty Max Qty Price

1 1 10 $25

2 11 25 $23

3 26 50 $20

4 51 100 $18

5 101 250 $16

6 251 500 $15

7 >=501 $13

Extra Asset Storage – Per 10 GB per Month

Extra Data Transfer – Per 100 GB per Month

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Watson Content Hub Evolution … Stay Tunned!Monthly blog on what’s new... https://developer.ibm.com/customer-engagement/blog/


Watson Content Hub Evolution … Stay Tunned!

Tools to create and deliver websites inside of WCH, or leveraging WCH content, such as:• Storefront Tooling• Site hosting & CDN integration• Publishing• Site maps, navigation• Targeted & role-based sites• Layout editing tools - forms based

and visual tools

Integration with other products in the Watson Cognitive Engagement portfolio and beyond, such as:• Watson Campaign Automation• Watson RTP• Watson Marketing Insights• IBM Digital Commerce• Analytics and usage data• 3rd party collaboration tools e.g.

Slack• 3rd party CX ecosystems e.g.

Wordpress• Hybrid scenarios with DX

Content repository and associated tools for creatives and content authors to create & manage content with features such as:• Core content management• Collaboration & teamworking tools• Governance capabilities• Localization and multi-lingual• Forms• APIs & platform enhancements

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Site Composition & Delivery Integration

Note – these are not exhaustive or prioritised lists, they’re intended to articulate what the theme means

IBM Watson Content Hub

Try & Buy

Low Entry Level

Pay As You Go

Easy to Use, Easy to manage

Multichannel Digital Relationships

Insurance Deregulation ActProvide Customers with direct access to their individual policy

and payments information, including contracts, claims and

payments

New Agent & Customer Digital Solution

Creating targeted content dynamically

Enriching the agent experience

Gaining insight on client base

“Before, we supported one type of user, the agent,

and now we’ve added our clients, the marketing staff and contact center

employees,”


Round TableDigital Transformation challenges in your

company?

How you manage digital content in yourcompany?

Do you use or plan to use cognitive technologies in your company? Use Cases?


Carlos Garcia de MiguelEurope Digital Experience Sales Leader

November, 2017


11/28/17Footer30

Documents

IBM Watson Content Hub - Pixelixir · IBM Watson Content Hub New cognitive cloud-based CMS to power your omnichannel experiences 1 Footer 11/28/17. Watson Customer Engagement Business