ibm iod workshop st andrews 31st october 2014...

© 2014 IBM Corporation#IBMMobile1

Mobile FirstProf. Rodric YatesMobile Leader, UK and Ireland, IBM @rodric


Before we begin, a little history…

June 2007

October 2008

February 2013

August 1994


Let’s frame this discussion..


What makes the Mobile experience unique?

1. For customers and consumers (you and me)? 2. For you and your employees?


Some defining characteristics of mobile devices.

Connected to a network

Attached to a real person

Real time informationprocessed

Easily carried anywhere

Portable Connected

Personal Intelligent


Viewing mobile as just another channel, but not a disruptive one, is missing the point….

e.g. mobile payments and deposits

Extra way to connecte.g. alerts and notifications

e.g. providing product details Different mode to provide information

Additional transaction channel


How have you seen technology disrupt your markets in the past?

1. To create new business models 2. To remove competition from the segment

© 2014 IBM Corporation#IBMMobile

Some organisations had similar thoughts during the consumer facing internet revolution

Streaming video displaced physical movie libraries

Electronic books usurped traditional book sellers

Online travel sites disrupted the airline ticketing industry

Digital photography replaced film and photo paper

8


Systems designed to

help processes

Systems designed to help people

“systems of record” data, facts, certainty

“systems of engagement” emotions, design, uncertainty

Mobile is at a new frontier of engagement with people at the centre


Mobile challenges how we think about and design IT systems as well

10

Operational Systems

Components

Services

Processes

Channels

From the sometimes impersonal view of IT…

…to the powerful focus on the personal experience of the user…in a context that makes sense at that time. This includes employee experience


Outcomes-based

Helpful

Highly personalised

Real time in context

Always available

Social

Flexible

Consistent

Enjoyable

Easy to use

Many apps are used once and discarded if people don’t like them — at home and in the office.

Consider some of the qualities now expected of a mobile experience.

Mobile raises our expectations — and customers are not afraid to walk.


Gamification is becoming more important in learning, educating, engaging so….

Do you have a favourite app?1. To help you be more productive 2. Just for fun and relaxation 3. Do you use an app to help you work

out an unrelated problem (digital doodling)?


Remember a life as a consumer before pervasive Mobile?


Simplicity, ease of consumption and harnessing capability are key.

Take something complex and make it available, simply, at the point of requirement.Deliver services in an easily consumed “atomised” way, accounting for different device experiences

Exploit the full range of capabilities of the device in context.


What have been the greatest changes to the way you work or live, since the advent of smart mobile technology?

© 2014 IBM Corporation16

Where to start with Mobile?

3 business areas to consider to get rapid success benefits from Mobile Solutions


Employee Empowerment and Engagement: engage, enthuse and retain your very best employees 1

• Quickly capture full context information e.g. location, status and availability of assets and staff

• Deliver tasks to a dispersed work force • Access best practices & connect with experts in

context of their role and use to hire new staff who meet clear behavioural criteria

• Enable flexible ways of working. • Manage the insight and knowledge in a retiring

workforce

Business outcomes • Increasing the ability to deal with

normal and irregular operations more quickly

• Save money and time, reduce operational cost and maximising staff productivity

• Increased employee engagement, attraction and retention.

• Percolate the capabilities of a few people to many.

Empower employees with mobile apps forgreater productivity, customer service, asset management & servicing. Every employee is an expert in, and advocate for, your business

SSP improved ‘first day in the job’ experience by making the employee handbook a social, living, mobile document

Photograph by Steffen Zahn (CC)

Ottowa hospital used IBM MobileFirst to allow practitioners to spend more time with patients, improving staff engagement and patient outcomes

Colmobil put mobile devices in the garage, significantly improving time staff spent on cars, increasing the number of serviced vehicles ready at the agreed time. Photograph by Christopher Sessums (CC)


How are you using Mobile to engage and empower your workforce currently, if at all?

1. To capture and share knowledge? 2. To understand the most successful

profile of a role and hire/train to that template?

3. To ensure retirees are not leaving with no handover of your most precious knowledge?

4. To help every employee be an expert in your company through collaboration?

5. In a way they are used to collaborating?


Customer Experience Management2Match customer expectations & manage experience throughout the relationship

And never forget the increasing power of social media when things go well, and when things go wrong – customers do.

Learn to anticipatemy preferences and be proactive

Make it convenient and natural to interact with you

Be there when I need you – in real time

Use what you learn about me to service of my needs

Remember all of our interactions and recognise me

Customer expectations

Anticipate my needs when external influences cause changes to my plans, it may not be your fault, but I expect

you to own the problem

Air Canada delivers self-service through multiple channels, including a wide variety of mobile devices, to differentiate their customer service

50%

Reduced time to launch a new self-service by

80%reduced cost per check-in by

Business challenges: Delivering self-service through multiple channels with separate platforms is expensive and inflexible

Solution: Use a common technology framework underpinning all channels to provide more channels and services to meet customer preferences and draw more customers to low cost channels.

“While we’re under constant pressure to reinvent the way we operate, it also gives us a chance to assess whether we can do something totally differently.” —Patrice Ouellette, Director of Customer Solutions and Innovations, Air Canada

compared to counter service, and increased mobile check-ins

60%

Air Canada – Irregular operations mobile capabilities in action


How are you using Mobile to craft an exemplary customer service experience?

• During a disruptive experience • At other non disruptive times, e.g. self service

• What other ways could you use Mobile in your business to deliver exemplary customer service?


Loyalty, sales, services to drive new business3• Deliver a consistent, uncomplicated customer experience across sales channels including mobile.

• Enforce very strong security requirements in cross-‐channel and mobile implementations to protect sensitive customer and transaction data.

• Minimise operational and IT costs while ensuring customer satisfaction across multiple platforms.

• Support a seamless omni-‐channel experience.


Bringing the Wimbledon Experience to life for the other 20 million users

▪ “Beauty” and “heritage” key aspirations – the next best thing to being here

▪ Content updated over 140,000 times per day

▪ Hosted on IBM's cloud infrastructure

▪ Designed, hosted and run by IBM and our digital agency, IBM Interactive

▪ 19.7 million unique users (+16%), 433 million page views (+11%)

▪ Experience is personal and based on device

▪ Drives significant loyalty, brand and spend over the period for AELTC


Do you use Mobile to increase customer spend, drive loyalty?

• Examples: To upsell more product or service during a transaction

• Outside of a transaction to give customers that ‘feel good’ factor about your brand?

• ‘Slap a cat’ game to expose your brand?


Mobile in the enterprise has yet to catch up with the consumer experience in many industries


But mobile and analytics together are now transforming the enterprise world

Systems of Engagement

Systems of Insight

Systems of Records

Insightful

Intelligent organisations Automated processes Empowered individuals

Individual Integrated ecosystems

Insight at the point of engagement Contextual actions in the moment

Functional

Efficient organisations Streamlined processes

Focused individuals

Situational

Networked organisations Dynamic processes

Responsive individuals

Tablets, Phones, and Wearable

Desktops and Laptops

Mainframes and Minis

Anal

ytic

s

Mobile

Apple and IBM team to accelerate Mobile in the enterprise Delivering the fastest route to creativity and productivity

MobileFirst Platformfor iOS

AppleCare for Enterprise

MobileFirst Supply and

Management

MobileFirst for iOS

5

Meanwhile, the day before yesterday…..

5

Business decision making will never be the same IBM and Twitter announce a landmark partnership to help inform every business decision. Twitter represents the public pulse of the planet. Coupled with IBM's industry-leading cloud-based analytics, customer engagement platforms and consulting services, together we have the potential to transform how businesses and institutions understand their customers, markets and trends.


And earlier in the year….


Some example uses

© 2014 IBM CorporationIBM Confidential38

Services in order to create,

update & maintain the

APPs

`

Services in order to update & maintain the

platform security

A mobile device management

service to control mobile devices inline with by Clients

policies

Repository of certified

applications available for certain user

groups

Integration services from the Clients on-

premise information

systems and the mPaaS services

Integrated monitoring capabilities

Required environments

and connectivity to support the services in the

required availability

1 ApplicationLifecycle

2 Security

3 MobileDevice

Management

4 CorporateAppStore

5 Integration

6 Monitoring

7 Infrastructure

Considerations when creating a mobile experience for customers and employees

But, in our experience,changing or aligning culture of the organisation through it’s digital transformation is the biggest contributor to success

© 2014 IBM Corporation39 IBM GBS MobileFirst - Mobilizing Retail - Sept2013 - IBM Internal Use Only

IBM MobileFirst

Infrastructure Assessment & Roadmap

Network Planning & Design for Mobile

IBM and Partner Applications

Cloud and Managed Services

Mobile Web Experience Design

BlueMix Mobile Device and Security Management

Mobile Application Platform Management

Network Management for Mobile UCC for Mobile

Mobile Strategy Accelerator

Omni-channel Experience Assessment

Network Integration Services for Mobile

Mobile Development & Testing

Mobile Application Integration

Enterprise Mobile Enablement

AnalyticsManagement

Application & Data Platform

Security

Devices Network Servers

Development & Integration Services

Strategy & Design Services

Mobile Application Management

Banking Insurance Transport CP Government

Industry Solutions

HealthcareRetail Telecom

http://www-935.ibm.com/services/us/gbs/industries/consumerproducts/pdf/gbw03075usen.pdf









How far down the Mobile path is your company / establishment?

1. Are you where you think you need to be?

2. Do you already have a digital roadmap that includes Mobile?

3. What (if anything) is stopping you moving forward?

4. What are your main challenges?

41

And extending mobility into the Internet of Things

http://www.apple.com


Thank you

© Copyright IBM Corporation 2012

City of Dubuque, Iowa Improves water conservation with analytics

Challenges The city and its citizens had limited insight into their water consumption and management, and as a result it struggled to reduce water costs and its overall consumption footprint.

Solution The City of Dubuque built a real-time sustainability monitoring platform that provides an integrated view of the city’s energy management.

Monitoring water consumption every 15 minutes, the smarter meter system securely transmits data to the cloud for analysis.

The system quickly and automatically notifies households of potential leaks and anomalies, providing citizens with a better understanding of consumption patterns.

Benefits ▪ Decreased water utilization by 6.6 percent ▪ Annual water savings across 23,000 households expected to reach US$190,936 ▪ Increased water leak detection by 716 percent

“Today, municipalities and citizens more than ever need to understand their patterns of behavior and how to change them. Our citizens now have access to real-time data enabling them to alter their patterns of behavior, which will save them money and conserve a precious resource.”

~ Roy D. Buol Mayor, City of Dubuque

© Copyright IBM Corporation 2012© 2012 IBM Corporation

Smart Automation Cockpit Mobile Configuration of Doors and Windows for Integrated Building Automation

The Need

The Solution

The Benefit

Integration via a dedicated Gateway to support controlling parameters of windows and doors. Mobile configuration tool for all products Supports iPad, iPhone, Android phones, Android tablets and Web browser. Touch and gesture control to set all parameters Sophisticated automation of automated products using a graphical touch interface. Intuitive and flexible configuration of custom dashboards.

Configuration and control of automated windows, sliding doors and revolving doors. A revolving door has 100+ parameters. Existing solution needed a connected PC or a handheld device with a small cryptic, alpha-‐numeric LCD display for configuration.

Technician can use his own mobile device to install and configure automatic doors and windows Remote control and operation of windows and doors using a smartphone.


CreekWatch “Bringing the power of crowdsourcing to the waterways”

Creek Watch is a cinch to use. Simply stop by any waterway and, with the phone's GPS enabled, take a photo and submit three crucial pieces of data based on your observations:

• Water level (dry, some or full) • Flow rate (still, slow or fast) • Trash (none, some, a lot)

The iPhone application developed by IBM Research empowers citizens worldwide to monitor their watersheds and report conditions.

Every update provides vital data that local water authorities can use to track pollution, manage water resources and plan environmental programs.


Birmingham Metropolitan College creates “Classroom in the Cloud” Challenges

Birmingham Metropolitan College (BMet) is constantly seeking new ways to engage students and make education accessible to a more diverse user base. In order to synergise with the digital lifestyle of learners and compete in different markets, the college recognised that it needed to transform how it delivered learning.

Solution Embarking on a strategic relationship with IBM, BMet began building “Classroom in the Cloud”, based on IBM SmartCloud® for Social Business. When the project is complete, up to 25,000 students and 1,350 staff will be able to use the solution to access learning through a variety of mediums including the web and smart phones.

Benefits Enables staff and students to collaborate across departments, providing access to a wealth of resources not easily available before. Potential to increase student engagement, retention and make education available to a wider population. Expected to cut down on travel costs and carbon footprint and increase productivity with staff and students.

"Our teaching staff will be able to collaborate across departments in a way that simply was not possible before, sharing resources and working together in real time. We hope that providing cutting-edge technology to support their teaching will further inspire both teachers and students, resulting in greater success for BMet. "

- Dr. Julie Nugent, Executive Director of Organisation and Strategic Development, Birmingham Metropolitan College~


“…M-PESA was used to transfer money to people trapped in Nairobi's slums at the time, and some Kenyans regarded M-PESA as a safer place to store their money than the banks…”

And it's effect on societal change Mobile payments in Kenya changed the economy and society

ibm iod workshop st andrews 31st october 2014...

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