kony mobile symposium 2013

2013  Kony  Mobile  Symposium  Empowering  Everywhere  for  Customers,    

Partners  and  Employees       IntroducCon  and  Welcome  

Ben  Salama,  Managing  Director,  Accenture  Mobility  @MobilityWise    Adam  Enterkin  VP  –  Sales,  Europe,  Kony,  Inc  

@Kony    

Developed  By:      

 Chairman’s  Opening  Remarks  Jeffrey  Hammond  

VP  –  Principal  Analyst  Forrester  Research  

@jhammond  

3   En:re  contents  ©  2010  Forrester  Research,  Inc.  All  rights  reserved.    

Source:  Flickr  (hIp://www.flickr.com/photos/sashawolff/3793206523/sizes/l/)  

Over  700M  smart  phones  sold  worldwide  in  2012    1/13  Samsung  Galaxy  SIII:  96  million,  iPhone  5:  54  million    5/13  Over  900  million  total  Android  devices  (IO)    6/10  Over  600  million  iOS  Devices  (WWDC)  

The  Mobile  Shi]  is  upon  us…  

Mobile  is  the  new  face  of  engagement  

Tablets  reinforce  the  mobile  shi]  Table vs. smartphone growth (share of page views)

Source:  Adobe    Digital  Index  (hIp://blogs.adobe.com/digitalmarke:ng/digital-­‐index/)  

Smartphones  &  Tablets  are  MUST  support  devices  

•  They  are  fast  –  low  :me  to  live  •  They  are  near  –  on  avg.  23  hours  a  day  •  They  are  capable  –  browsers  are  equivalent  to  

PCs  •  They  are  collabora:ve  –  side  by  side  viewing  

(and  selling)  •  They  are  portable  –  they  get  used  in  many  

important  places  •  They  are  cool  –  and  an  important  part  of  brand  

image  

Unique characteristics create engagement opportunities

EU-­‐5  Consumers  Connect  On  Mul:ple  Devices  April 2013 “The State Of Consumers And Technology: Benchmark 2012, Europe”

EU-­‐5  Consumers  Connect  On  Mul:ple  Devices  (Cont.)  April 2013 “The State Of Consumers And Technology: Benchmark 2012, Europe”

EU-­‐5  Consumers  Connect  On  Mul:ple  Devices  (Cont.)  April 2013 “The State Of Consumers And Technology: Benchmark 2012, Europe”

Mobile  means  any:me,  anywhere  workers  

February  2013  “2013  Mobile  Workforce  AdopCon  Trends”    

Mobile  devices  are  taking  over  in  many  places  

How do you meet your mobile needs without reinventing the wheel?

hIp://www.flickr.com/photos/fredo/392835542/sizes/l/in/photostream/  

Developed  By:      

Icebreaker  Networking  Session:  “Guess  the  Technology”  Jeffrey  Hammond  

VP  –  Principal  Analyst  Forrester  Research  

@jhammond  

Can we use HTML5 to build apps? …Or should we go native? …Or use <X> mobile framework?

The question I get asked most often:

Answer: It depends. Source: Flickr

Icebreaker: What’s my app?

Guess what technologies were employed to create the following mobile apps?

A: Native app (objective C, Java etc.)

B: Web (responsive site, JavaScript + HTML)

C: Mobile middleware

D: Hybrid app (HTML/Javascript + Container or

native code)

App #1:

Two to 10 times faster than prior version

Answer: (complex) hybrid

Native code

HTML5

Node.js

Backbone.js

Underscore.js

LinkedIn — Google Android

Source: Inc. Technology (http://technology.inc.com/2011/08/16/linkedin-revamps-its-mobile-apps/) and VentureBeat (http://venturebeat.com/2011/08/16/linkedin-node/)

App #2: Financial Times — Apple iPhone Avoids “content tax”

Answer: Web

HTML5

Supports local storage

Automatic updates

Tied into subscription

HTML5 video support

Source: The Financial Times iPhone application screen shot

App #3: National Public Radio (NPR) — iPad Mobile-first experience

Answer: native

Objective-C

Uses NPR APIs

Source: NPR iPad application screen shot

App #3a: NPR — Chromebook Mobile-first experience

Answer: Web

SproutCore

Uses NPR APIs

Source:  NPR  Chromebook  applica:on  screen  shot  

App #4: GEICO — GloveBox Provides POC to

customer

Answer: middleware

Kony Mobile

Uses camera

Deployed to Apple iOS, Android

Source: MobileVillage (http://www.mobilevillage.com/yp/case_kony_geico.htm)

App #5: Plants vs. Zombies: Android Casual gaming

blockbuster

Answer: Middleware

Marmalade SDK

C/C++

Native ARM code

Small bridging container like a hybrid

App #6: NBC: iPad Major media investment

Rich content/experience

Answer: Middleware

Appcelerator

Node.js

Started w/ Jay Leno’s Garage, then Late Night w / Jimmy Fallon

App #7: Untappd 2 devs part time

10M+ check-ins to date

Answer: Hybrid

Cordova + jQuery

Core infrastructure in PHP

Data stored in MySQL, Redis

Picture stored on Amazon S3

Exercise: What’s my app?

Scores? •  8 out of 8? •  6 out of 8? (C) •  5 out of 8? (D) •  Failing?

A guide for technology decisions

Na:ve  Tools  

Performance  

Cost  

Agility  

Experience  

Connected  Tasks  

Full  JS  Framework  

Hybrid  

Mobile  Middleware  

Light  JS  Framework  

Responsive  Web    

Development considerations

1. How extensive does offline support need to be? Rich media?

2. Do you need cutting-edge platform features like GPU acceleration or NFC?

3. Do you want to monetize your apps?

4. Are you more interested in progressive enhancement or functional APIs?

5. Do you need to support more than two platforms/form factors?

6. What staff capabilities will you match up against mobile?

7. How important are predictable costs?

8. What type of information are you building your app around?

9. How important is it to control the distribution of your apps?

10.  What must be done custom versus using package apps?

10 questions to ask before choosing a mobile technology:

Developed  By:      

PresentaCon:  Mobility  Trends  to  Watch  Out  For    Jeffrey  Hammond  

VP  –  Principal  Analyst  Forrester  Research  

@jhammond  

© 2013 Forrester Research, Inc. Reproduction Prohibited 27

Key Questions

›  What are the key trends in mobile?

›  How will mobile development evolve?

›  How will mobile disrupt existing business models?

›  What steps should business leaders and developers take to capitalize?

1. Mobile platforms are the catalyst for new, connected experiences

Con

sum

er

Plat

form

s

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The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.

2. Tablet and phone use case will diverge

© 2013 Forrester Research, Inc. Reproduction Prohibited 30

Today  

Future  

Track  success  rela:ve  to  objec:ves.  

Use  analy:cs  to  drive  consumer-­‐oriented  results  

through  relevancy.  

3. Analytics wrapped around contextual data will power next-gen apps

–2 days

• Change  reservaCon  • Reserve  seat  • View  reservaCons  

–2 hr

• Check  gate  • Departure  Cme  

• Lounge  access  • Upgrade  

Flight

• Arrival  Cme  

• Food  order  • Movies  

• Wi-­‐Fi  

+2 hr

• Ground  transportaCon  

• Lost  luggage  • NavigaCon  

+ 2 days

• Customer  service  

• Mileage  status  

• Reward  travel  • Upcoming  reservaCons  

Contextual  use  of  :me  will  help  priori:ze  home  page  content  

Airline example based on user time

4. Adoption of mobile phones has exploded globally, and will continue

Source: Forrester Research, Inc.89427

United States327M Mobilesubscriptions310M Population

Russia256M Mobilesubscriptions139M Population

Brazil259M MobileSubscriptions198M Population

China1.04B Mobilesubscriptions1.4B Population

India960M Mobilesubscriptions1.2B Population

Figure 1 Nearly One-Fifth of the World’s Mobile Population Is In China

PopulationMobile phone subscriptions

Worldwide6B Mobile subscriptions

7B population

$12B €2.7

© 2013 Forrester Research, Inc. Reproduction Prohibited 33

Key Questions

›  What are the key trends in mobile?

›  How will mobile development evolve?

›  How will mobile disrupt existing business models?

›  What steps should business leaders and developers take to capitalize?

© 2013 Forrester Research, Inc. Reproduction Prohibited 34

1. The focus shifts beyond mobile apps

Infrastructure integration will play a larger role, absorb more effort, and drive costs up

February 2013 “2013 Mobile Trends For eBusiness Professionals”

•  Customer service •  Mileage status •  Reward travel •  Upcoming reservations

Traveler mobile tasks

Looking at the realities of context

Flight - 2 days + 2h - 2h + 2 days

•  Book reservation •  Change reservation •  Request upgrade •  Reserve seat

•  Check gate •  Departure time •  Lounge access •  Upgrade

•  Arrival time •  Food order •  Movies •  Wi-Fi •  Baggage carousel

•  Ground transportation •  Lost luggage •  Navigation

Flight reservation processes

Flight timelin

e

Travel business processe

s

Customer loyalty processes

Flight processes

Baggage handling processes

2. Architects will need to modernize infrastructure

A modern mobile architecture

Traits of A Modern Application Rationale APIs everywhere APIs must be asynchronous and consumable across

multiple platforms Uses asynchronous communication

Event-driven architecture improves performance by eliminating blocking at infrastructure layer

Uses lightweight process communication frameworks (e.g. REST, JSON, node.js, Nginx)

Reduces resource consumption, effectively uses smaller processing instances, smaller thread pools

Composed of independent service endpoints

Individual service can change independently, applications can continue to function if an individual service fails

Use of in-memory DBs Reduces latency between mobile clients and infrastructure

Services deployed on elastic infrastructure

Makes is easier and cheaper to scale up and down on demand

Sharded SQL DBMSes or NoSQL DBMSes

Makes it possible to support millions of customers with commodity, scale-out hardware

Uses dynamic languages in concert with languages like Java and .NET

Simplifies programming constructs. Allow applications to evolve without recompiling services.

3. There will be no “magic bullet” approach

Source: Forrsights Developer Survey, Q1 2013

What approach(s) do you take for multiplatform development?

3%

31%

32%

42%

42%

66%

None of the above

I decide on a core set of platform(s) and maintain a portable common code base

I use a hybrid approach that mixes native platform code and HTML/JavaScript as part of the same app

I write native code on a platform I'm familiar with, then port to other platforms opportunistically

I create apps using a cross-platform development tool

I use HTML, JavaScript, and other Web technologies to support multiple platforms

Base: 272 North American Software Developers building mobile apps or websites that deploy to multiple OSes

© 2013 Forrester Research, Inc. Reproduction Prohibited 41

Key Questions

›  What are the key trends in mobile?

›  How will mobile development evolve?

›  How will mobile disrupt existing business models?

›  What steps should business leaders and developers take to capitalize?

© 2012 Forrester Research, Inc. Reproduction Prohibited

Mobile will transform business models many ways. Mobile will: 1. Offer deeper consumer engagement 2.  Evolve into real-time interactions that depend heavily on contextual

information

3. Alter pricing models

4. Up-end existing cost structures (lower barriers to entry) and disintermediate ecosystem players

• Bar code scanning • Consumer reviews • Coupons •  In-store navigation • Lists (e.g., wedding

registries) • Loyalty • Promotions • Shopping lists

In-store

• Coupons • In-store inventory • Nearest “store” • Pricing • Promotions

Competitor’s store

• Coupons • How-to videos • In-store inventory • Research tools • Shopping list

building • Store hours • Store location • Weekly circular

Home

Retail example based on user location

2. Intelligence added to location will dictate consumer experiences on mobile

Image: Julie Ask

3. Pricing can and will vary by location

If a retailer knows I am home, they may offer a price assuming I won’t get in my car and drive.

If a retailer knows I am in the store, they may price assuming I need the product now.

4. Industries with complex or dated business models ….

Taxi Medallion Insurance

Dispatch Call IVR

Waiting Waiting No Transparency

… will be susceptible to disruption as mobile phones eliminate elements …

Taxi Medallion Insurance

Dispatch Call IVR

Waiting Waiting No Transparency

… and offer value add services •  Value-add services include: choice of car,

electronic receipts, car tracking, driver ratings/reviews, timely information, etc.

•  Vehicles are identified quickly without lengthy IVR interactions or “hold” times

•  Mobile-first company/service

© 2013 Forrester Research, Inc. Reproduction Prohibited 49

Key Questions

›  What are the key trends in mobile?

›  How will mobile development evolve?

›  How will mobile disrupt existing business models?

›  What steps should business leaders and developers take to capitalize?

Business leaders and developers must shift their focus together.

How to approach mobile services design: 1.  Think mobile first

2.  Focus on convenience

3.  Use feedback to rapidly evolve mobile services

4.  Prepare for further technology disruption

© 2013 Forrester Research, Inc. Reproduction Prohibited 52

1. Thinking “Mobile First” with context:

› Deliver relevancy

› Simplify tasks

› Create a personalized services layered on top of the physical world

Think of this less as “Big Brother” watching

http://www.flickr.com/photos

. . . and more like “Big Mother” helping

The line between creepy and helpful is thin, gray, and curvy.

Creepy or helpful? What your phone/Amex knows: •  You have traveled to Mexico. •  You have rented a car. •  You are staying at the

Westin. •  The weather there is 92oF.

“We suspect you are driving to Chichen Itza today. Our travel partner is offering a special price on tours if booked with your Amex.”

Creepy or helpful? What your phone/AMEX knows: •  You have traveled to Mexico. •  You have rented a car. •  You are staying at the

Westin. •  The weather there is 92oF.

“We see your card was just used to purchase tickets to Chichen Itza. Please enter your 4-digit passcode to confirm you have possession of your card.”

Systems of Engagement

3. Use feedback to rapidly evolve services

Time to Safety

Time to Certainty

Time to Feedback

Systems of Operation

Systems of Record

Lifecycle Focus

4. Prepare for further technology disruption ›  Today’s cutting edge device features will comm0ditize ›  New sensors will enrich context ›  Motion and voice will augment touch inputs ›  Moore’s law will enable more edge processing ›  Heads up interfaces will emerge ›  Larger touch surfaces (portable and static) ›  Wearable and connectables create local networks ›  Apps give way to platforms and services ›  Tension over economics of native/web vs. unique platform

services

In summary – Pulling it all together ›  Think mobile first – the numbers demand it

›  Think beyond apps – to modern applications

›  Think omni-channel – tablets /= smart phones

›  Think context – local, historical, and extended

›  Think convenience – provide relevant, simple, personalized services

›  Think horizontal – organize around service delivery

›  Think flexible – the mobile shift is just getting started!