The Empowered Customer General Session

Following an energetic theatrical "Got to Share" song and dance opening to yesterday's General Session, Craig Hayman, General Manager, Industry Solutions, described how today's world of empowered customers drives the need for companies to optimize the complete Buy, Market, Sell, and Service commerce lifecycle. "Customer centricity is not new, but it's the difference between thriving and going out of business," said Hayman. This week, IBM announced a series of integrated scenario-based offerings and expanded cloud delivery of Smarter Commerce to help businesses respond in real time to shifting customer preferences.

Dev Mukherjee, President, Sears Home Appliances (pictured) said, "We have to buy in the U.S and across the world, sometimes a year in advance. We have to sell in a way the customer wants to buy. The way we put it all together is through focus on the customer." Mark Booth, North American CIO, Whirlpool, also addressed his company's brand strategy and how innovation is powered by consumers. Whirlpool's strategy is to grow, extend, and expand its product line with the help of Smarter Commerce.

A lively panel discussion followed, featuring Mukherjee, Booth, and Rich Naddy, Managing Director, Citi Global Enterprise Payments. In the world of digital banking and daily transactions, the opportunity to engage with consumers across mobile and social media is growing. "We have the analytical skills to turn that insight into meaningful action to help merchants create more relevant interactions," said Naddy.

Erik Qualman, author of best-seller Socialnomics, closed the General Session discussing the impacts of the social technology and social media boom from the vantage point of "products and services that provide the best value, win."

Super Women's Group: Be Yourself, Be Your Brand

During an inspiring lunch session yesterday, Darcey Howard, Author and Personal Brand Consultant shared insights into "Personal Branding Through Appearance," a process and philosophy for fulfilling individual or organizational goals. Having acquired years of brand marketing experience at leading companies and a keen sense for the impact a good brand can make, Darcey shared tactics for development of a personal style that supports authenticity and grows confidence.

"People respond to the attitude they perceive," highlighted Darcey, who portrayed the ways in which one's personal style can help you connect with people around you. And because "opportunity is everywhere", it is important to be ready any time an unexpected opportunity presents itself. Within an organization and corporate operations, it is also critical to drive motivation through brand talent. If you missed this session and would like to learn more, visit darceyhoward.com

Oh What a Night

"A Taste of San Diego" in beautiful Embarcadero Park, overlooking the Bay, featured the culinary delights of celebrity chef Brian Malarkey. IBM hosted an exciting evening of local food, live music, and fun, offering attendees a sampling of some of the best local micro-brews, wines, olive oils, and chocolates.

The Street Cart station was a highlight, marking one of San Diego's favorite traditions, as was the Celebrity Chef Cook-off that placed local "Top Chef", Brian Malarkey at a head-to-head with Marriott San Diego Executive Chef, Ben Cottrell. It was one battle in which everyone was a winner!

Industry Exchanges: Customers Highlight Smarter Commerce Value

During Tuesday's Industry Exchanges sessions, IBM and customers together discussed future and current trends, priorities and issues impacting the Communications, Financial Services, Manufacturing, and Retail sectors.

Todd Simon of Elkay Manufacturing described how his company is using Smarter Commerce solutions to enable a best-in-class Web presence to grow sales. Elkay also worked with Home Depot to develop a unique, exclusive cabinet brand. He credits the IBM WebSphere Commerce solution with dramatically decreasing time to market. "Our business teams now have the tools to manage without IT," according to Simon.

IBM Retail Leaders, John Stelzer and Craig Stevenson, presented Smarter Commerce for Retail; outlining six key areas in which smarter consumers are changing the Retail landscape. Today, shopping is increasingly collaborative, contextual, and real time; requiring retailers to progress consumers through the continuum of brand awareness and brand loyalty.

Optimize your Business to Thrive

We heard yesterday how empowered customers are reshaping businesses; demanding a consistent experience across channels. Don't miss today's general session with Paul Papas, Global Leader, Smarter Commerce, and other IBM executives as they discuss the realities of what it takes to truly place the customer at the center of your business operations. While the notion of customer-centricity is not new, the ability to operationalize it makes all the difference between thriving and falling behind.

Learn how leading companies like Vivo, Dun and Bradstreet, and GuideWell are transforming their businesses with real results and achieving higher revenues, cost efficiencies, and greater agility. You'll also hear from entrepreneur and bestselling author Guy Kawasaki, as he shares the secrets to being enchanting and developing influence through the "pillars of enchantment."

Wednesday, September 21
8:30am - 10:00am
Marriott 3 & 4

Extend Your Experience – Post Conference Education and Labs

Join us tomorrow for a selection of hands-on labs to gain deeper insights into the Smarter Commerce solution portfolio, and apply knowledge gained from the Business and Solution Leadership Program tracks.

Accessing Summit Presentations

A rich line up of more than 120 Business and Solution Program track sessions were offered this week at the Smarter Commerce Global Summit. You will have the opportunity to view and download session presentations in Portable Document Format (PDF). Presentations will be available on the Smarter Commerce Summit SmartSite after 5:00pm on Thursday, September 22.