20130523 presentatie mobile convention amsterdam your business, always on v1.5
DESCRIPTION
This presentation about mobile strategy was presented by Pascal Spelier, Managing Consultant All Channel Experience, at the Mobile Convention Amsterdam 2013.TRANSCRIPT
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Making your business mobile is no longer a matter of debate
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The pace of technological evolution and adoption is daunting
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But is your business ready for the journey ?
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We are and Obama is…
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We never look up
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Obama is Always On
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Phones aren’t the same anymore…
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First they became smaller…
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Then bigger again…
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Phones became smart
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There’s an App for that
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It’s time to have a mobile strategy Plateau →
Time →
1 “I want an app too”
2 Mobile 1.0 ‘quick & dirty’
3 Mobile 2.0 ‘neatly integrated’
4 Mobile, leveraging touch points
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2
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Informa(on Transac(ons & Self-‐Service Marke(ng / Brand U(li(es
Have a clear view of the purpose of your apps
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Apps should be task oriented, simpel and relevant in a context
KSF
The immediacy of instant access to the company when it matters
The simplicity of completing tasks
in just a few steps and
Relevant in a context
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How to transform
your business using mobile ?
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Customer Journey
Awareness Orientate Buy Receive Use Service
Buying goods and services
Life events / Products / Services
Save for goals Old age provision Health
Risk preven(on and mi(ga(on Other events
Voice of the customer: I want..., I need...
Voice of the employee: I want..., I need...
Determine for your products & services...
... each with it’s own customer journey...
... how mobile can improve the customer experience ...
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Specific mobile characteris(cs
LocaQon Based Services
Photo / Video
Text Message
Data Storage
E-‐mail Internet Access
Gaming Console
New Trends
Txt msgng,s
o funny ;
-)
... and how you can leverage on specific mobile characteristics.
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Choice of mobile development method.
Mobile Development
Pure Web Pure Na(ve Applica(ons Hybrid Web & Na(ve Mul(-‐PlaQorm Developm.
+
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Customer Journey
Awareness Orientate Buy Receive Use Service
Each customer journey has a customer-side and an organization-side
Processes
Midoffice Customer
RelaQonship Management
Customer Financial
Management
Document Management
CommunicaQonManagement
Business Process
Management Security
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Beware of putting lipstick on a pig
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How can mobile
help you enhance the customer experience in a
customer journey ?
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ü Overzicht van alle rekeningen en saldi
ü Direct overboeken mogelijk
ü In een eenvoudig visueel overzicht alle transacties
ü Direct overboeken vanuit geselecteerde rekening mogelijk
ü Betalen naar zowel acceptgiro’s als overboekingen in één scherm
ü Toegang tot je adresboek
ü (Ter controle) Voorlezen van ingevoerde betalingskenmerk
ü Overzicht van alle rekeningen en saldi
ü Direct overboeken mogelijk
ü In een eenvoudig visueel overzicht alle transacties
ü Direct overboeken vanuit geselecteerde rekening mogelijk
ü Betalen naar zowel acceptgiro’s als overboekingen in één scherm
ü Toegang tot je adresboek
ü (Ter controle) Voorlezen van ingevoerde betalingskenmerk
ü Overzicht van alle rekeningen en saldi
ü Direct overboeken mogelijk
ü In een eenvoudig visueel overzicht alle transacties
ü Direct overboeken vanuit geselecteerde rekening mogelijk
ü Betalen naar zowel acceptgiro’s als overboekingen in één scherm
ü Toegang tot je adresboek
ü (Ter controle) Voorlezen van ingevoerde betalingskenmerk
ü Overzicht van alle rekeningen en saldi
ü Direct overboeken mogelijk
ü In een eenvoudig visueel overzicht alle transacties
ü Direct overboeken vanuit geselecteerde rekening mogelijk
ü Betalen naar zowel acceptgiro’s als overboekingen in één scherm
ü Toegang tot je adresboek
ü (Ter controle) Voorlezen van ingevoerde betalingskenmerk
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79,2% of all women ask their girlfriend(﴾s)﴿ for advice while shopping
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aisle411 indoor location & commerce platform,
enhance the indoor shopper experience
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How can mobile
help you improve your processes and help your co-workers ?
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Critical success factors for establishing and managing a comprehensive mobile strategy
Measurement
Management
Technology
Policies
ObjecQves
Scope
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Burberry: “to be the first company that’s fully digital end to end”
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Total access to Burberry, across any device, anywhere
and with the same feeling of the brand
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Digital-First thinking: Burberry designs flagship
shop to resemble it’s website
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…is exploiting the complimentarity of its stores and e-commerce solutions to offer the best possible service
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24/7 Click & Collect
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Real-‐time stock information
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Mobile is so important; put your best people on mobile.
If you don’t have a mobile strategy, you are no longer relevant
Eric Schmidt Former CEO and current ExecuQve Chairman Google
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Are you ready to go mobile?
Do the test!
Enterprise Mobility Benchmark app
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Pascal Spelier
Managing Consultant All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17 [email protected]
Thank you!