IBM Client Centers IBM Forum Centers as

Andrew Stephens. • • • Marketing and Communications Manager, IBM Forum Centers in Europe Responsibility for all marketing and communications activities in IBM Client Centers in Europe. 12 years experience in IBM in Market Insights, Marketing Operations, Marketing Communications Extensive B to C experience in : – Publishing – Subscription Marketing – Mail Order – Financial Services – Travel. BSc (Hons. ) Applied Statistics from Sheffield University, UK. British citizen living in France – married with 1 son. IBM Forum Center © 2011 IBM Corporation Presentation Title Date 2

What is Client Experience? The designed interaction a client and your organization Emotional Innovation between Emotions Positive client experiences connect with emotions of your clients and will engage them • A Good Client Experience exceeds expectations • Creates loyal Clients who become advocates • Is a powerful differentiator – and is difficult to copy It is designed and ingrained in the organization’s DNA • Every employee is part of the client experience • It is not just one of the things you do – it is the way you do business Physical Senses It is the blend of the physical, the senses, and the emotions evoked People make decisions on emotion – then rationalize with intellect IBM Forum Center © 2011 IBM Corporation Presentation Title 3 Date Adapted from Beyond Philosophy

IBM Forum Centers Europe A sales and marketing platform to promote IBM’s business offerings in local markets in an IBM-branded experiential environment 28 IBM Forum Centers in 15 European countries with a dedicated & professional team. A localbusiness driving platform with direct links to IBM Research and IBM industry solutions. Services dedicated to IBM Sales & Marketing, Clients and Business Partners Extensive range of solution areas, business demonstrations and technology The IBM Forum Centers host more than 250. 000 client and partner visitors per year Industry solution expertise to meet business needs Industry Solution Center @ IBM Forum La Gaude Automotive Industry Solution Center@IBM Forum Ehningen Banking Industry Solution Center@IBM Forum Barcelona Industry Solution Lab @ IBM Forum Zurich Research. IBM Forum Centers instant access to a world of knowledge through physical attendance or virtually via videoconferencing and others IBM Forum Center © 2011 IBM Corporation Presentation Title Date 4

IBM Forum Centers across Europe Helsinki Most IBM Forum Centers integrates: - IBM Innovation Center for BP & - Technical Exploration Center Stockholm Copenhagen Amsterdam Warwick London Brussels Satellites : Berlin – Düsseldorf - Frankfurt – Hamburg - Köln München Ehningen Paris Wien Zurich (2) Milan Lisboa Madrid La Gaude Barcelona Tel Aviv IBM Forum Center © 2011 IBM Corporation Presentation Title Date 5

Standard Center Services as part of overall offering. Logistical Solution Support § § § Designated solution and demonstration areas Installation and maintenance of solutions Guided tour demonstrations Access to a network of skills Integration into the EMEA network of solutions offerings Marketing & Communication § Display and promotion of marketing initiatives relevant for the local market within the center § Overview value proposition of Forum § Delivery of marketing materials (brochures, flyers, promotional CDs, etc. ) direct to clients § Event logistics § Enrollment, name tags, document distribution to participants, reception and security § professional Client hosting § Supplies : pens, block notes Event Management § Agenda consulting and session support § Business themes / speaker support § Event quality evaluation § Evaluation sheet dispatching § Possibility for early morning and late evening sessions Technical § Access to technical infrastructure § Technical management of solutions § Use of audio visual material (beamer, flip chart, video, sound system, microphone, etc. ) § Technical hosting of sessions § Video conference system § Internet point inside the Center IBM Forum Center © 2011 IBM Corporation Presentation Title Date 6

Value of IBM Forum Center Guidelines – useage in 2010 guide and coach local teams to ensure that the IBM brand values resonate amongst the 250 k annual client and partner visitors in IBM Forum Centers • • • Drives consistency in messaging and leading growth of Client Experience across center network. Brings together all the roles and responsibilities, strategic considerations, design and communication elements into one document. By striving towards an unified look and feel across client centers ensure that centers enhance IBM Brand Values and present IBM offerings in a familiar but branded experiential environment. – Integration of the smarter planet agenda into IBM Forum Centers binds together the IBM Forum Centers identity with the IBM brand as part of the overall Total Client Experience. IBM Forum Center © 2011 IBM Corporation Presentation Title Date 7

IBM Forum La Gaude A multi-functional and multi-hosting center under the IBM Forum umbrella.

Factors contributing to make IBM Forum La Gaude unique • Ø Ø Ø An IBM client center with international focus. A client immersive approach by industry Close collaboration with Business Solutions Center Lead Architects Ø - Subject Matter Experts. Tailored agendas to meet client expectations 60% of C Level visits High Definition remote solutions capabilities through Direct Presence Player in the local community ecosystem (local authorities, universities) IBM Forum Center © 2011 IBM Corporation Presentation Title Date 9

Industry Solution Center @ IBM Forum La Gaude An Innovative Marketing and pre-Sales platform which aligns industry knowledge and technical expertise in an integrated center to support business, grow revenue, market share and acquire new clients. • The Industry Solution Center@IBM Forum La Gaude creates a tailored environment focused on the client experience. Upon entering the Center clients are made to feel comfortable in surroundings which are similar to their industry. It is home to a showcase of solutions which enable each of the industries to bring to life their solutions and demonstrations. The Industry Solution Center focuses on solutions of the following industries : Retail, Consumer Products, Travel and Transportation Government, Healthcare Telecommunications Financial Markets, Insurance, Banking Energy & Utilities IBM Forum Center © 2011 IBM Corporation Presentation Title Date 10

Industry Solution Center hosted by IBM Forum La Gaude – a client Immersive environment by Industry, enriching the CLIENT experiences, with full remote access via HD video system. UC 2 Center Cross Industry Cloud Center for Industries Energy & Utilities Industrial PLM Tele. Presence Cross Industry Government Travel & Transportation 2008 Smarter Planet Corner Cross Industry IBM Innovation Center (IIC) Industry Frameworks Cross Industry Telco Media & Entertainment Health. Care Retail, Consumer Products Supply Chain, Insurance Smarter Cities IBM Forum Center © 2011 IBM Corporation Presentation Title Date 11

IBM Forum Zurich Research ISL IBM Forum Center © 2011 IBM Corporation Presentation Title

IBM Forum Center © 2011 IBM Corporation Presentation Title Date 13

IBM Forum Center © 2011 IBM Corporation Presentation Title Date 14

IBM Industry Solutions Labs – The Research-focused part of the IBM Forum Center Network IBM Research Worldwide Watson ISL Almaden Austin Zurich ISL Haifa Delhi ISL Beijing ISL Tokyo Exploring innovative solutions for tomorrow and beyond • Foster collaborative discussions with forward-thinking client business leaders, technical management, senior executives, and our Researchers • Leverage IBM Research to demonstrate IBM’s innovation and thought-leadership capabilities • Deliver customized executive-level programs IBM Forum Center © 2011 IBM Corporation Presentation Title Date 15

A Brief Virtual Tour of the IBM Forum Zurich Research ISL IBM Forum Center

Selling with Research - a program launched by IBM Forum Centers to drive selling

IBM Forum Centers Europe First of a Kind: development of a traveling exhibit for the EDISON IBM Research project • Topic: Sustainable large-scale adoption of e-vehicles • Deliverables: plug & play interactive exhibit and banner • Launch: launched in July in the UK and in Spain IBM Forum Copenhagen IBM Forum Madrid IBM Forum London TED Event London IBM Forum Center © 2011 IBM Corporation Presentation Title Date 18

Following the successful launch of the IBM Forum Virtual Client Center in 4 Q 2010, 2 new projects have been launched in April 2011. • Selling with Research call hosted in the auditorium of the IBM Forum Virtual Client center on 14 th April (14 h CET) via a live webcast. – Target audience consisted of client reps, consultants and IBM Forum Center teams throughout Europe and beyond. • ‚IBM Forum Center Network‘ location opened • in April 2011. – Visitors will get an appreciation of the IBM Forum Center network business expertise and its relevance for local markets. – By clicking on a center location on a map will result in the visitor discovering more about the center (videos, electronic brochures and eventually a visit to the center web site). Next step will be the creation of an IBM Forum Solution Area. IBM Forum Center © 2011 IBM Corporation Presentation Title Date 19

Sales enablement: “Selling with IBM Research” Webcast April 14, 2011 Motivation • IBM Research makes a difference – in IBM and in the world. The latest proof point in a long list of Research breakthroughs is the development of the Watson Deep Q&A system. • There are various ways how our clients can benefit from IBM Research and various ways how Research can support Sales and Marketing. • To illustrate how our Sales and Marketing colleagues can best leverage Research and its services in their daily activities, the IBM Forum Center network in Europe offers the “Selling with Research” Sales enablement program. • In this series this year’s first call was hosted in form of a live webcast in the IBM Forum Virtual Client Center. A replay is still available. IBM Forum Center © 2011 IBM Corporation Presentation Title Date 20

Sales enablement: “Selling with IBM Research” Webcast April 14, 2011 Program • Carlo Bonalume, Manager IBM Forum Centers Europe Taking "Selling with Research" to the next level • Pascale Lenz, Manager of the Zurich Industry Solutions Lab Your future is our concern - how to apply the findings of IBM's trend research to our clients' business • Alexander Dalheimer, Director of General Business (GB) Switzerland How GB clients can benefit from Research and the Zurich Industry Solutions Lab • Dr. Paul Seidler, Senior researcher and project leader for the Zurich Nanotechnology Center A first look behind the scenes of IBM's cutting-edge Nanotechnology Center at IBM Research - Zurich IBM Forum Center © 2011 IBM Corporation Presentation Title Date 21

IBM Forum Milano - Fashion solution store IBM Forum Center © 2011 IBM Corporation

Web and social media IBM Forum Center © 2011 IBM Corporation Presentation Title Date

A dynamic Facebook with frequently changing content attracts visitors and improves IBM Forum Center

IBM Forum Centers You Tube channel (linked direct from the Facebook page) IBM Forum

IBM Forum Centers calendar function on Facebook allows the promotion of business initiatives and events in centers to be advertised in a social media context. IBM Forum Center © 2011 IBM Corporation Presentation Title Date 26

Conclusions. • Driving a client experience across multiple cultures and multiple markets involves : – Ensure consistency in messaging – Unifying look and feel across client centers to enhance the IBM brand values – Allowing sufficient flexibility to cater for different markets’ cultural aspirations and business focus. www. ibm. com/ibmforum IBM Forum Centers on Facebook, Twitter, You Tube and Linked. In IBM Forum Center © 2011 IBM Corporation Presentation Title Date 27