Mobile Outsourcing                                                                                Social                  ...
Who is getting IT services? What do they want?• 1970-2010:                                                            • 20...
Israeli Smartphone Marketshare in 2011        Operating System                                                            ...
Mobile market size in Israel 2011-2012 Software Development Tool Market                                                   ...
Mobility – What happened in 2011?• 2011 was a significant year for the mobile industry• Dramatic rise of smartphones in th...
Israel (expected end 2012):      Wintel: Q42011 compared to Q42010      Desktop PCs: -25% Notebooks: -35%            Galit...
Multi-device lifestyle• Multi-device usage all day long and each device is connected to a cloud• Even when accessing the s...
Multiple Online Touchpoints                                                                                               ...
IT will support it ALL• Each device has very different peak usage times, highlighting their varying uses and value proposi...
From mobile devices to mobile users ……           Galit Fein’s work Copyright 2012 @STKI                                   ...
Mobile Appstrong growth of mobile apps usage and preferencethere is no place for an imperfect app                         ...
Using Mobile Apps more than 10 times a day           Galit Fein’s work Copyright 2012 @STKI                               ...
Using Mobile App to Make a Purchase/ for Client Service            Galit Fein’s work Copyright 2012 @STKI                 ...
So Many Apps – So Little To Download…           Galit Fein’s work Copyright 2012 @STKI                                    ...
Tablets and Multi-Platform Consumption  Apple has dominated the narrative in the tablet market, but the status quo   is se...
Tablets Replace Paper• Businesses and governments are trading paper for tablets, saving  money and promoting efficiency• I...
Who Will Be Using Tablets? (Israel)                                                         3%                Some of thea...
Toys for Tablets• The next generation of kids’ entertainment combines tablets  and toys to create a more physical and digi...
Consumers Ready to Play on Mobile Video           Galit Fein’s work Copyright 2012 @STKI                                  ...
So Lo Mo Location-Based Services Transparent Pricing   Discounted Offers                                   Immediate Grati...
Context-sensitive Service Discovery Applications            Galit Fein’s work Copyright 2012 @STKI                        ...
Decision-making in the Digital World                                                               Seeking Intelligence,  ...
The Digital Customer   Expectation            People’s opinions matter more than providers’ opinions    Economy           ...
The Rise of Mobile Retail                                                                                                 ...
Era of Savvy Shoppers                      Recognize how your audiences are using                          mobile devices ...
2012 game changers :                                       • Digital channels department           Galit Fein’s work Copyr...
IT is Struggling to Keep Pace •   Mobile is dynamic and fast-moving •   IT needs to be more responsive and pay more     at...
Many clients are asking about how to:                                                                                     ...
Answers are right here                        Who is                                                 IT or Business?      ...
Challenge of Mobile AD•   High development costs, because skills must be maintained    for multiple platforms and tools•  ...
IT is Looking For A Magic Solution Android dominates today: 40% of carry an Android OS-based phone, and 40% intend to purc...
Two main OS                Native App                                                 Hybrid App              WEB AppGetti...
Two main OS – Two main types of mobile apps                                             Native App                        ...
Native or HTML5 ? (funny the terminology)           Galit Fein’s work Copyright 2012 @STKI                                ...
HTML5 - phenomenal progress but not there yet •   HTML5 apps in “native wrapper” are a major trend •   HTML5 needs to addr...
Does Hybrid Application Really Cost Less?•     In order for hybrid app to meet      your customers’ requirements -      ad...
Time to restart your website            Galit Fein’s work Copyright 2012 @STKI                                       37   ...
Voice-Activated Apps - Teach your phone new tricks StartTalking                                                           ...
Personal Assistant• Voice commands went mainstream with Microsoft’s Kinect, iPhone 4S• Next, watch for spoken commands to ...
Screened Interactions                                                                                           “INAMO” Re...
SuperPharm example                                                                                         Smart          ...
Smartphones Can Make TV InteractiveSelling products shown on TV shows and commercials in real time                        ...
Mobile Products and ServicesPositioning of the Israeli Market                                                     SAP (Syb...
Mobile Apps Development - Services  Israeli Player                                                          DevelopmentEWa...
Mobile Platforms – Partial list 1                                   Developer/                                            ...
Mobile Platforms – Partial list 2                               Developer/                                                ...
Mobile Platforms – Partial list 3                                 Developer/                                              ...
Mobile Platforms – Partial list 4                                                        Developer/Israeli Player   Produc...
Mobile apps set expectations for better UX                                                                            Expe...
UR what UXmake apps  People would want to use                http://www.stephenthomas.com/about/index.php              Gal...
Gamification                 ’Gamification’ of apps is the ultimate way                     to engage with your audiences ...
Culture Clash       Goal:                                                                             = Fun = $$$Cost Redu...
Game-like MechanismCan improve engagement and participation• Training• Knowledge sharing• Customer loyalty programs• Virtu...
Foursquare          Points                                      Badges                                  Leaderboards    tr...
The Evolution of Trade                                                                                         Credit     ...
Mobile Payment                                                    Smartphone is a cashMobile at the point of sale         ...
We are Ready! But what about NFC?•    Great mass is ready for mobile payments NOW•    Dozens of millions of NFC devices wi...
M-Payment faces a chicken-and-egg problem•     Retailers reluctant to suffer the cost for terminals without      clear sho...
mWallets & Payments in ActionGoogle                                             PayPal                Mobile peer-to-     ...
What are Big Banks Afraid of?            Galit Fein’s work Copyright 2012 @STKI                                       60  ...
2012 game changers :                                • Mobile Payment           Galit Fein’s work Copyright 2012 @STKI     ...
Social Revolution: The Web is ShrinkingSources: Ben Elowitz, Wetpaint / comScore                     More people on more s...
Facebook Nation           Galit Fein’s work Copyright 2012 @STKI                                       63           Do not...
Next Generation Devices Changing How We Access the Internet                                                               ...
The Social Divide: Customers and Companies  Your customers and                                                            ...
Are You Listening?            Galit Fein’s work Copyright 2012 @STKI                                       66            D...
Facebook as the ultimate IT-Marketing function?            Galit Fein’s work Copyright 2012 @STKI                         ...
Popularity Is Good, Engagement Is Key            Galit Fein’s work Copyright 2012 @STKI                                   ...
Beyond Social Media                                                                                                 It’s o...
It’s all about Engagement!            Galit Fein’s work Copyright 2012 @STKI                                       70     ...
2012 - The Era of Customer ExperienceSocial channels are becoming a consumer communication groundConsumers are increasingl...
Zero tolerance for bad customer service   Source: http://www.rasmenia.com/2008/09/24/the-customer-is-always-wrong/        ...
Mobile Fuel Social Networking• Mobile devices driving social, real-time online interaction• Mobile users have not only ado...
F-commerce – Turning Like to Buy  “If I had to guess social commerce is the next area to really blow up”.                 ...
Brand Utility – Multiple Channel Commerce           Galit Fein’s work Copyright 2012 @STKI                                ...
Does Crowdsourcing Work?          Galit Fein’s work Copyright 2012 @STKI                                       76         ...
From Wisdom of Crowdsto Wisdom of Friends and Community             Galit Fein’s work Copyright 2012 @STKI                ...
Your Customers Want To Be KnownFrom “anonymity” to “real identities”              Galit Fein              Gen X, 30-40 yea...
Companies using social media to serve the needs of customers       can achieve real returns at every touch point • Ford ac...
Social Media – Israeli Trends• Social channels become more important and more  relevant for many customers• Some business ...
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Galit fein mobile and social media presentation full version v5

  1. 1. Mobile Outsourcing Social Trade Fun Tools Pics Gesture Touch CalendarMail Location Ⅱ Δ Voice Video Content Access Search Galit Fein’s work Copyright 2012 @STKI 1 Do not remove source or attribution from any graphic or portion of graphic
  2. 2. Who is getting IT services? What do they want?• 1970-2010: • 2010- :• Logically structured • Unstructured approach to tasks thinking; analyzing and (multitasking); emotional controlling processes. responses; social being• IT Clients: • IT Clients:• Finance • Marketing• Logistics • Sales• HR • Consumer• Transactional core Galit Fein’s work Copyright 2012 @STKI 2 Do not remove source or attribution from any graphic or portion of graphic
  3. 3. Israeli Smartphone Marketshare in 2011 Operating System Market Share Android 39.39% iOS 36.62% BlackBerry OS 9.48% Symbian 9.00% Other 5.52% Source: IDC 1.5 M smartphones sold in 2011 in Israel (Out of a total of 2.4 M cellphones) Galit Fein’s work Copyright 2012 @STKI 3 Do not remove source or attribution from any graphic or portion of graphic
  4. 4. Mobile market size in Israel 2011-2012 Software Development Tool Market All amounts in M $ USD 2011 2012 2013 Mobile 12.0 25% 15.0 26.67% 19.0 Develop ment tools Software Development Services Market 2011 2012 2013 Mobile 25.0 24% 31.0 29.03% 40.0 Develop ment Source: STKI 2012 Galit Fein’s work Copyright 2012 @STKI 4 Do not remove source or attribution from any graphic or portion of graphic
  5. 5. Mobility – What happened in 2011?• 2011 was a significant year for the mobile industry• Dramatic rise of smartphones in the mainstream• Mobile media changes retail, finance, marketing and many more other areas beyond recognition• Current mobile landscape stabilization - We have winners! Galit Fein’s work Copyright 2012 @STKI 5 Do not remove source or attribution from any graphic or portion of graphic
  6. 6. Israel (expected end 2012): Wintel: Q42011 compared to Q42010 Desktop PCs: -25% Notebooks: -35% Galit Fein’s work Copyright 2012 @STKI 6 Do not remove source or attribution from any graphic or portion of graphic
  7. 7. Multi-device lifestyle• Multi-device usage all day long and each device is connected to a cloud• Even when accessing the same content, each device has very different peak usage times, highlighting their varying uses and value propositions to the digitally-connected consumer Galit Fein’s work Copyright 2012 @STKI 7 Do not remove source or attribution from any graphic or portion of graphic
  8. 8. Multiple Online Touchpoints http://www.deccanchronicle.com/tabloid/bengaluru/%E2%80%98sir%E2%80%99i-please-guide-me-567• PC, TV, smartphone, media tablets and internet - enabled cars cloud-stored music restaurant recommendations info on nearby gas stations Galit Fein’s work Copyright 2012 @STKI 8 Do not remove source or attribution from any graphic or portion of graphic
  9. 9. IT will support it ALL• Each device has very different peak usage times, highlighting their varying uses and value propositions• Work is not a place you go, but a thing you do Galit Fein’s work Copyright 2012 @STKI 9 Do not remove source or attribution from any graphic or portion of graphic
  10. 10. From mobile devices to mobile users …… Galit Fein’s work Copyright 2012 @STKI 10 Do not remove source or attribution from any graphic or portion of graphic
  11. 11. Mobile Appstrong growth of mobile apps usage and preferencethere is no place for an imperfect app app-ifation of everything (desktops, cars, TVs, mobile) Galit Fein’s work Copyright 2012 @STKI 11 Do not remove source or attribution from any graphic or portion of graphic
  12. 12. Using Mobile Apps more than 10 times a day Galit Fein’s work Copyright 2012 @STKI 12 Do not remove source or attribution from any graphic or portion of graphic
  13. 13. Using Mobile App to Make a Purchase/ for Client Service Galit Fein’s work Copyright 2012 @STKI 13 Do not remove source or attribution from any graphic or portion of graphic
  14. 14. So Many Apps – So Little To Download… Galit Fein’s work Copyright 2012 @STKI 14 Do not remove source or attribution from any graphic or portion of graphic
  15. 15. Tablets and Multi-Platform Consumption Apple has dominated the narrative in the tablet market, but the status quo is set to be challenged as devices such as the lower-cost Android tablets offer consumers a more affordable alternative to the iPad Galit Fein’s work Copyright 2012 @STKI 15 Do not remove source or attribution from any graphic or portion of graphic
  16. 16. Tablets Replace Paper• Businesses and governments are trading paper for tablets, saving money and promoting efficiency• In the U.S., airlines are now allowed to rely on tablets instead of onboard paper manuals, checklists and charts• Amsterdam city council members now get iPads, retrieving documents through a custom app that other Dutch government agencies are set to adopt Galit Fein’s work Copyright 2012 @STKI 16 Do not remove source or attribution from any graphic or portion of graphic
  17. 17. Who Will Be Using Tablets? (Israel) 3% Some of theall Employees 15% Mid-level directors 21% Pilot in one of the units 41% Specific functions (e.g. salesmarketing) 44% CXOs Source: STKI, Sep. 2011 Galit Fein’s work Copyright 2012 @STKI 17 Do not remove source or attribution from any graphic or portion of graphic
  18. 18. Toys for Tablets• The next generation of kids’ entertainment combines tablets and toys to create a more physical and digital interactive experience• Toys that feature embedded sensors can communicate with an app on the tablet, like Disney’s new AppMATes range, which pairs toys based on characters from Cars 2 with an iPad game that turns the tablet into a road surface Galit Fein’s work Copyright 2012 @STKI 18 Do not remove source or attribution from any graphic or portion of graphic
  19. 19. Consumers Ready to Play on Mobile Video Galit Fein’s work Copyright 2012 @STKI 19 Do not remove source or attribution from any graphic or portion of graphic
  20. 20. So Lo Mo Location-Based Services Transparent Pricing Discounted Offers Immediate Gratification Finds deals and offers Comparison shopping Local Services Music / video / apps in your area online + local stores Up to 90% Off delivered wirelesslyShopkick iPhone App ShopSavvy Android App Groupon iPhone App iTunes Store on iPhone Galit Fein’s work Copyright 2012 @STKI 20 Do not remove source or attribution from any graphic or portion of graphic
  21. 21. Context-sensitive Service Discovery Applications Galit Fein’s work Copyright 2012 @STKI 21 Do not remove source or attribution from any graphic or portion of graphic
  22. 22. Decision-making in the Digital World Seeking Intelligence, Not Content - Real time 60% of purchase decisions being made before the consumer stepped into the store!!! Galit Fein’s work Copyright 2012 @STKI 22 Do not remove source or attribution from any graphic or portion of graphic
  23. 23. The Digital Customer Expectation People’s opinions matter more than providers’ opinions Economy and more than in the past Brand Butlers Personalization & attitudes to privacy, ownership, piracy, color & language. Shift from transaction to interaction AlwaysOn Working Practices & Attitudes: Blurring of work and leisure, conflict between new and old attitudes GameOn Many-to-Many Communication -turning the mundane into “fun” Intelligent Knowledge for many regions, languages, currencies & Infosystems attitudes visualized in different ways Dynamic Pricing Money, but no time –45 seconds/4 clicks is too long to wait. Galit Fein’s work Copyright 2012 @STKI 23 Do not remove source or attribution from any graphic or portion of graphic
  24. 24. The Rise of Mobile Retail Virtual Supermarket Simply clicking and immediately delivered On-screen In-store smart purchase Galit Fein’s work Copyright 2012 @STKI 24 Do not remove source or attribution from any graphic or portion of graphic
  25. 25. Era of Savvy Shoppers Recognize how your audiences are using mobile devices while shopping Galit Fein’s work Copyright 2012 @STKI 25 Do not remove source or attribution from any graphic or portion of graphic
  26. 26. 2012 game changers : • Digital channels department Galit Fein’s work Copyright 2012 @STKI 26 Do not remove source or attribution from any graphic or portion of graphic
  27. 27. IT is Struggling to Keep Pace • Mobile is dynamic and fast-moving • IT needs to be more responsive and pay more attention to demand • IT loves platforms and web development but it has to deliver solutions CMO based on market demand NOT based on MAINTENANCE, Digital channels COMPLEXITY OR COSTS department IT Galit Fein’s work Copyright 2012 @STKI 27 Do not remove source or attribution from any graphic or portion of graphic
  28. 28. Many clients are asking about how to: Subject covered in Shahar Maor’s presentation Set a solid Digital Customer Experience MDM craft mobile policies how to develop manage the devices mobile custom apps? Secure their select mobile devices mobile content Galit Fein’s work Copyright 2012 @STKI 28 Do not remove source or attribution from any graphic or portion of graphic
  29. 29. Answers are right here Who is IT or Business? Digital Customer Experience IT higher involvement Owner in enterprisehow to developmobile custom apps? Native or Hybrid Apps select mobile devices People wants: Enterprises wants: Galit Fein’s work Copyright 2012 @STKI 29 Do not remove source or attribution from any graphic or portion of graphic
  30. 30. Challenge of Mobile AD• High development costs, because skills must be maintained for multiple platforms and tools• Higher expectations from mobile apps UX• Lack of best practices guidance• More direct involvement from users/stakeholders• Complexities of testing - increase in SW defects• Cases when apps must coexist on client devices• Security• Higher support and service costs Galit Fein’s work Copyright 2012 @STKI 30 Do not remove source or attribution from any graphic or portion of graphic
  31. 31. IT is Looking For A Magic Solution Android dominates today: 40% of carry an Android OS-based phone, and 40% intend to purchase one in the next 6 months. Apple’s iOS : 25% own an iPhone, but 35% buy one in the next 6 months. Galit Fein’s work Copyright 2012 @STKI 31 Do not remove source or attribution from any graphic or portion of graphic
  32. 32. Two main OS Native App Hybrid App WEB AppGetting Download required from Download required No download; runsthe app app Store from app stores. Apple from the web. can cause delays!! UX Rich experience; faster, Less than native Variable, less more secure than Web or experience; but secure Hybrid. Can access faster, more secure than native apps capabilities such as: than Web. Can access because app can be MultiTouch, camera, and devices capabilities accessed via URLs. GPS. Animations are better such as: MultiTouch, Animations not as and easier to develop camera, and GPS. good as native and Animations are better harder to develop. and easier to develop.Access Online and offline access Online and offline Online access only.to data possible. access possible. Source: Celent Galit Fein’s work Copyright 2012 @STKI 32 Do not remove source or attribution from any graphic or portion of graphic
  33. 33. Two main OS – Two main types of mobile apps Native App Hybrid AppApp Highest cost. A different app is required Midrange cost. Some appdevelopment for each platform supported. Mobile elements can be used onand Development Platforms spare the need multiple platformssupport costs for development from “scratch” HTML5 Native App Great mobile apps will reach are the native designed level of Better Always specifically maturity experience in 2015 for mobile Source: Celent with STKI Galit Fein’s work Copyright 2012 @STKI 33 Do not remove source or attribution from any graphic or portion of graphic
  34. 34. Native or HTML5 ? (funny the terminology) Galit Fein’s work Copyright 2012 @STKI 34 Do not remove source or attribution from any graphic or portion of graphic
  35. 35. HTML5 - phenomenal progress but not there yet • HTML5 apps in “native wrapper” are a major trend • HTML5 needs to address off-line, data usage impacts, spectrum shortage The magic formula would be the right placement of your app feature on HTML5 – Native scale Galit Fein’s work Copyright 2012 @STKI 35 Do not remove source or attribution from any graphic or portion of graphic
  36. 36. Does Hybrid Application Really Cost Less?• In order for hybrid app to meet your customers’ requirements - adaptations to the specific OS and device must be made, it costs additional money!• In time perspective – it is possible that there would be no significant cost difference between native and hybrid app Galit Fein’s work Copyright 2012 @STKI 36 Do not remove source or attribution from any graphic or portion of graphic
  37. 37. Time to restart your website Galit Fein’s work Copyright 2012 @STKI 37 Do not remove source or attribution from any graphic or portion of graphic
  38. 38. Voice-Activated Apps - Teach your phone new tricks StartTalking What can I help you with? – “read me my messaged” – “Is it going to be chilly these weekend?” – “Set me a timer” – “what is the recipe for steamed salmon?” – “Update my Facebook wall” Kids don’t have any problem talking to machines! Galit Fein’s work Copyright 2012 @STKI 38 Do not remove source or attribution from any graphic or portion of graphic
  39. 39. Personal Assistant• Voice commands went mainstream with Microsoft’s Kinect, iPhone 4S• Next, watch for spoken commands to control everything from thermostats to televisions• Apple’s rumored TV is said to include voicerecognition, and Samsung, LG and Sharpare among those planning voice enabled TVsets, perhaps making remote controlsobsolete Galit Fein’s work Copyright 2012 @STKI 39 Do not remove source or attribution from any graphic or portion of graphic
  40. 40. Screened Interactions “INAMO” Restaurant Interactive mirror Soho, NY City Galit Fein’s work Copyright 2012 @STKI 40 Do not remove source or attribution from any graphic or portion of graphic
  41. 41. SuperPharm example Smart Shopping Self Service Relevant discounts No line Guide and direct in context of what you need Galit Fein’s work Copyright 2012 @STKI 41 Do not remove source or attribution from any graphic or portion of graphic
  42. 42. Smartphones Can Make TV InteractiveSelling products shown on TV shows and commercials in real time Apple TV Update: Rumors Tip Streaming TV Service With iPad 3 Release - hundreds of thousands are already in waiting list Galit Fein’s work Copyright 2012 @STKI 42 Do not remove source or attribution from any graphic or portion of graphic
  43. 43. Mobile Products and ServicesPositioning of the Israeli Market SAP (Sybase) Matrix (MEAP only) Worldwide IdeoMobile Netwise Leader Enterprise Local Support Applicat Netalizer (MEAP) El Ad Mobideo Vendors to Watch: • Malam-Team (Antenna) Magic • IBM (WorkLight) Market Presence Galit Fein’s work Copyright 2012 @STKI 43 Do not remove source or attribution from any graphic or portion of graphic
  44. 44. Mobile Apps Development - Services Israeli Player DevelopmentEWave MaccabiNGSoft Bank Leumi - trade, Bank Discount, Pelephone, TNT, Wozzon, BIS Bank Leumi –augmented reality, MAKO, Clal, Bituach Yashir, Harel, Cellcom,Real Commerce VocalWallONE1Mobile Scop Visa CAL, Schestowich 106, FSM SaaS – IEC, Paz, municipalities Cellular media content distribution system, Bookkid, RedmatchMIT Coca-Cola, Gillette, Avis, FiBi, Yellow, Leffe, Loto, Castro, ExcellenceMoblinTaldor (3base) Clarizen, OzvisionY2K Isracard, and more Galit Fein’s work Copyright 2012 @STKI 44 Do not remove source or attribution from any graphic or portion of graphic
  45. 45. Mobile Platforms – Partial list 1 Developer/ Imple ProductProvider Product Name Represen Clients mentor Description tativeMatrix Touch Point Develop Platform for Bezeq, HOT, Ort, Danshir, IAA, Matrix mobile Ma’ariv, Mifal Hapais, Bank solutions Hapoalim, Police, Clalit, El-Al, Strauss, Shabas, Life Compass, Clalit Mushlam, Tel-Aviv Municip, Psagot, Bank Mizrachi, IDF, Prime Minis. OfficeSAP SUP - Sybase Represen Mobile Mekorot, Tnuva , Bazan Ness Unwired tative Enterprise HP Platform Applications Platform mCommerce Represen Mobile banking Suite tative and PaymentsNetwise ApptoYou Develop Platform for Bituach Leumi, Pisga, Mivtach Simon, Netwise Hybrid mobile IMA, Migdal, Nana 10, GOV.IL, solutions Ministry of Tourism, Isracard, American Express, Open University, Galit Fein’s work Copyright 2012 @STKI Osem, Orange, Caesar Stone 45 Do not remove source or attribution from any graphic or portion of graphic
  46. 46. Mobile Platforms – Partial list 2 Developer/ ImpleIsraeli Product Represen Product Clients mentorPlayer Name tative DescriptionAppliCat Applicat Develop Platform for Meuhedet, Haifa University, World Zionist AppliCat Mobile mobile org. and more Platform™ solutionsIdeo Mobile Develop Mobile Bank Hapoalim, Discount, Maccabi, Leumi Ideo Application Application Card MobileMobile platform platform Galit Fein’s work Copyright 2012 @STKI 46 Do not remove source or attribution from any graphic or portion of graphic
  47. 47. Mobile Platforms – Partial list 3 Developer/ ImpleIsraeli Product Represen Product Clients mentorPlayer Name tative DescriptionNetalizer Develop Interactive ,‫בתי חולים (אסף הרופא, מאיר, יוספטל‬ Netalizer Messaging ‫ברזילי, רמב"ם ועוד), חח"י, רכבת‬ System ‫ממ"א (מ"מ‬ ‫ישראל, רשות הטבע והגנים, ארגון הצלה‬ )‫אינטראקטיבי‬ ,‫ישראלי, עיריות (ירושלים, אשדוד‬ ‫רעננה, נס ציונה, אשקלון, ועוד), רשת‬ (Mobile SaaS) ‫מלונות דן, מירס, מנפאואר, משרד‬ ‫לאיכות הסביבה, משרד החקלאות, מנהל‬ ‫מקרקעי ישראל, קק"ל ואחרים‬ Develop Mobile ‫חח"י, תנובה, מגער, עיריית תל‬ Gazpacho Reporting & ,‫אביב,עיריית ר"ג, עיריית אופקים, שגריר‬ Mission for (Mobile SaaS) ,‫פז, דלק, קק"ל, חברות סקרים, משכ"ל‬ field Force ‫חוגלה ועוד‬El Ad Represen 4Singles. iWater, Min. of Transportation, El Ad tative Intel Galit Fein’s work Copyright 2012 @STKI 47 Do not remove source or attribution from any graphic or portion of graphic
  48. 48. Mobile Platforms – Partial list 4 Developer/Israeli Player Product Name Represen Product Clients tative DescriptionMalam-Team Antenna Represen Mobile solutions tative platformIBM WorkLight Represen Mobile tative application platformSoftware AG Metissimo Represen Mobile tative application platform Galit Fein’s work Copyright 2012 @STKI 48 Do not remove source or attribution from any graphic or portion of graphic
  49. 49. Mobile apps set expectations for better UX Experience flows Usability,Apple, Microsoft to where you are Development appearance and and Google and what you are impact behavior: doing in context Cloud New UX enables design skills "portable" needed Touch, Voice, data/state Battle for Video, leadership in Gesture, the new UX Search, Social Coordinated Multichannel multiple is inevitable devices Galit Fein’s work Copyright 2012 @STKI 49 Do not remove source or attribution from any graphic or portion of graphic
  50. 50. UR what UXmake apps People would want to use http://www.stephenthomas.com/about/index.php Galit Fein’s work Copyright 2012 @STKI 50 Source: http://www.stephenthomas.com/about/index.php Do not remove source or attribution from any graphic or portion of graphic
  51. 51. Gamification ’Gamification’ of apps is the ultimate way to engage with your audiences Galit Fein’s work Copyright 2012 @STKI 51 Do not remove source or attribution from any graphic or portion of graphic
  52. 52. Culture Clash Goal: = Fun = $$$Cost Reduction = $$$ i Galit Fein’s work Copyright 2012 @STKI 52 Do not remove source or attribution from any graphic or portion of graphic
  53. 53. Game-like MechanismCan improve engagement and participation• Training• Knowledge sharing• Customer loyalty programs• Virtual goods and currenciesEnterprises will try to turn websites into afun place that customers will want to spendhours in. Galit Fein’s work Copyright 2012 @STKI 53 Do not remove source or attribution from any graphic or portion of graphic
  54. 54. Foursquare Points Badges Leaderboards tracking, feedback goals, rewards competition You have an activity you wish your users to do and therefore give points for it. You have badges or levels users get for certain points or activities. And to create some competition between users, you throw in a leaderboard for good measure Galit Fein’s work Copyright 2012 @STKI 54 54 Do not remove source or attribution from any graphic or portion of graphic
  55. 55. The Evolution of Trade Credit Lydian coins Mobile Barter Payment Galit Fein’s work Copyright 2012 @STKI 55 Do not remove source or attribution from any graphic or portion of graphic
  56. 56. Mobile Payment Smartphone is a cashMobile at the point of sale Store mobile credit card register It‘s paying for things at a This is merchants using a If a company doesnt want store with a smart phone mobile device to process to wait for someone else to using NFC or "tap and go“ credit cards payments. build a wallet or a platform, Square – 1M merchants it can always build its own. (1/8th of all US card Is it expensive? You bet. Is retailers) Do not confuse it worth it? Ask starbucks. this with mobile wallets. 25% of all in-store They are not the same payments are made via a thing. mobile phone Galit Fein’s work Copyright 2012 @STKI 56 Do not remove source or attribution from any graphic or portion of graphic
  57. 57. We are Ready! But what about NFC?• Great mass is ready for mobile payments NOW• Dozens of millions of NFC devices will arrive this year• However, a poor experience, the lack of consumer education, lack of real standards and complex NFC infrastructure will inhibit use in 2012 Subject covered in Shahar Maor’s presentation Galit Fein’s work Copyright 2012 @STKI 57 Do not remove source or attribution from any graphic or portion of graphic
  58. 58. M-Payment faces a chicken-and-egg problem• Retailers reluctant to suffer the cost for terminals without clear shopper demand• Consumers entrenched in their ways Lower Power to track retailer fees customer purchasing Loyalty decisions rewards without the Customers Retailers need to ask them to Mobile subscribe to a coupons service or provide additional info. DID YOU KNOW? E Galit Fein’s work Copyright 2012 @STKI 58 Do not remove source or attribution from any graphic or portion of graphic
  59. 59. mWallets & Payments in ActionGoogle PayPal Mobile peer-to- ISISWallet Nexus S 4G peer payments in Android devices for its iPhone and Citi Master or Visa Android apps cards holders “bump style” SingleTap HTC, LG, Motorola, experience, “One-stop shop” RIM, Samsung and for retailers Open platform Sony Ericsson Payments from Transactions for Google Offers - any portable physical products save coupons device. Flexibility at retail locations, directly on Google and CRM to redeem coupons, Wallet customers after store merchant they have checked loyalty cards via out the mobile phones Source: http://nikosdrak.wordpress.com/2012/03/01/mwallets-nfc/# Galit Fein’s work Copyright 2012 @STKI 59 Do not remove source or attribution from any graphic or portion of graphic
  60. 60. What are Big Banks Afraid of? Galit Fein’s work Copyright 2012 @STKI 60 Do not remove source or attribution from any graphic or portion of graphic
  61. 61. 2012 game changers : • Mobile Payment Galit Fein’s work Copyright 2012 @STKI 61 Do not remove source or attribution from any graphic or portion of graphic
  62. 62. Social Revolution: The Web is ShrinkingSources: Ben Elowitz, Wetpaint / comScore More people on more social networks than ever before Galit Fein’s work Copyright 2012 @STKI 62 Do not remove source or attribution from any graphic or portion of graphic
  63. 63. Facebook Nation Galit Fein’s work Copyright 2012 @STKI 63 Do not remove source or attribution from any graphic or portion of graphic
  64. 64. Next Generation Devices Changing How We Access the Internet Sources: Gartner Research; Smartphone, Tablet, and PC Forecast Facebook mobile users are 2X more active than desktop users Galit Fein’s work Copyright 2012 @STKI 64 Do not remove source or attribution from any graphic or portion of graphic
  65. 65. The Social Divide: Customers and Companies Your customers and What about your employees are social. company? Communitie s Source: SalesForce.com Galit Fein’s work Copyright 2012 @STKI 65 Do not remove source or attribution from any graphic or portion of graphic
  66. 66. Are You Listening? Galit Fein’s work Copyright 2012 @STKI 66 Do not remove source or attribution from any graphic or portion of graphic
  67. 67. Facebook as the ultimate IT-Marketing function? Galit Fein’s work Copyright 2012 @STKI 67 Do not remove source or attribution from any graphic or portion of graphic
  68. 68. Popularity Is Good, Engagement Is Key Galit Fein’s work Copyright 2012 @STKI 68 Do not remove source or attribution from any graphic or portion of graphic
  69. 69. Beyond Social Media It’s okay to fail as long as you do it quickly Your Enough People do employees already business with need to be with the people, not digital useless companies citizens, email too chains 69 69 Galit Fein’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  70. 70. It’s all about Engagement! Galit Fein’s work Copyright 2012 @STKI 70 70 Do not remove source or attribution from any graphic or portion of graphic
  71. 71. 2012 - The Era of Customer ExperienceSocial channels are becoming a consumer communication groundConsumers are increasingly impatientBusinesses fail to address online complaints Galit Fein’s work Copyright 2012 @STKI 71 Customers are Willing to Pay More for Better Customer Experiences Do not remove source or attribution from any graphic or portion of graphic
  72. 72. Zero tolerance for bad customer service Source: http://www.rasmenia.com/2008/09/24/the-customer-is-always-wrong/ Galit Fein’s work Copyright 2012 @STKI 72 Do not remove source or attribution from any graphic or portion of graphic
  73. 73. Mobile Fuel Social Networking• Mobile devices driving social, real-time online interaction• Mobile users have not only adopted real-time social networking on their devices, half access social media almost every day• People increasingly using social networking sites not just to interact with their friends but also with brands and organizations Most used apps are social network apps Galit Fein’s work Copyright 2012 @STKI 73 Do not remove source or attribution from any graphic or portion of graphic
  74. 74. F-commerce – Turning Like to Buy “If I had to guess social commerce is the next area to really blow up”. Mark Zuckerberg. August 2010 Source: SlideShare.com. Janice Diner Galit Fein’s work Copyright 2012 @STKI 74 Do not remove source or attribution from any graphic or portion of graphic
  75. 75. Brand Utility – Multiple Channel Commerce Galit Fein’s work Copyright 2012 @STKI 75 Do not remove source or attribution from any graphic or portion of graphic
  76. 76. Does Crowdsourcing Work? Galit Fein’s work Copyright 2012 @STKI 76 Do not remove source or attribution from any graphic or portion of graphic
  77. 77. From Wisdom of Crowdsto Wisdom of Friends and Community Galit Fein’s work Copyright 2012 @STKI 77 Do not remove source or attribution from any graphic or portion of graphic
  78. 78. Your Customers Want To Be KnownFrom “anonymity” to “real identities” Galit Fein Gen X, 30-40 years old, holding graduate degree, working mom Yet: When I walk into a store or visit the site to which I am loyal I get…the same experience that everyone else gets Galit Fein’s work Copyright 2012 @STKI 78 Do not remove source or attribution from any graphic or portion of graphic
  79. 79. Companies using social media to serve the needs of customers can achieve real returns at every touch point • Ford achieved same • Wet Seal reports that • Nike+ product and level of brand social shoppers have a social community recognition with a 2.5 times greater credited with increasing Fiesta social media conversion rate than Nike running shoe campaign at 10% of the average customer market share from 48% traditional TV ad cost to 61% Awareness Purchase Use Sources: Industry publications and websites; Bain analysis • Intuit’s own • LEGO credits • eBay community QuickBook customers customer ideasourcing users spend 54% more answer 70% of fellow with its decision to than other customers customer service launch more expensive questions online and customer innovated sets, such as the 500 piece Star Wars product Service Feedback Retention Galit Fein’s work Copyright 2012 @STKI 79 Do not remove source or attribution from any graphic or portion of graphic
  80. 80. Social Media – Israeli Trends• Social channels become more important and more relevant for many customers• Some business executives already use Twitter for personal interactions with customers• Furthermore, blogs and tweets are often just another outbound channel, not a platform for interaction with (potential) customers• At the same time, a different aspect of “social” showed growth as peer-to-peer lending grew strongly, albeit from a small base: LendingClub and Prosper Marketplace more than doubled their loan volume in the past 18 months. Galit Fein’s work Copyright 2012 @STKI 80 Do not remove source or attribution from any graphic or portion of graphic

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