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Smart mobility conference presentation mvd b v5

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Capgemini's point of view on mobile & mobility and the impact on digital transformation agenda. As presented at the Smart Mobility Conference

Capgemini's point of view on mobile & mobility and the impact on digital transformation agenda. As presented at the Smart Mobility Conference

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Smart mobility conference presentation mvd b v5 Smart mobility conference presentation mvd b v5 Presentation Transcript

  • Single Digital Platform in the Mobile ArenaThe Multi-Multi ChallengeMichel van den BergSmart Mobility ConferenceNice, September 2011
  • Digital Evolution - Mobile, The fast growing technology Copyright © 2010 Capgemini. All rights reserved. 2
  • The Battle for Internet Supremacy It is not enough to be aware of the domain you are and will be working in, you need to understand it. Noticing things and being curious how they work is the single most common trait I see in creative people. Once you can break the components down, you can put them back together and create something brand new. Seth Godin – Marketing GuruLook under thehood tounderstand thedigital paradigmscausing a shift inyour businessmodels Copyright © 2010 Capgemini. All rights reserved. 3 View slide
  • The GoogleKingdom Google is the biggest player In the Web (www) Web era. ChannelDigital Adwords , Analytics &Monopoly No compromises AdSense dictate the On the very Anti- Advertsing online advertising poor (but simple) Experience Machine game - it is Google Site experience. commercial money machine In it’s drive to connect With the search engine all global dispersed and it ‘s search results information and provide great content, Google Apps tactics Google dictates engineered many great Googlenomics the information supply & APIs Apps for Web, after to of the Web - Mobile. Through API’s the it is Google technical apps can collaborate assets Copyright © 2010 Capgemini. All rights reserved. 4 View slide
  • Industry level Mobile- Disruptive Technology and DevicesTelecomBroken Walled GardensMusic industry“Ipodification”Print -“Paperless societies” Copyright © 2010 Capgemini. All rights reserved. 5
  • Multi-users - Everyone an App – IT consumerationYour Morning, Afternoon and Eve – Everywhere an App The appled eraProcess Workers Business Support Workers Consumers Travel Medical Records Human Resources Procurement Sales eCare Service eCitizen Mobile Asset Management eBanking Yard Management eRemittance Retail Execution 10,000 Users 100,000 Users 10,000,000 Users On Premise Increasing Scalability Cloud Features Increasing Simplicity Single Purpose Must Have Changing Case Convenience Copyright © 2010 Capgemini. All rights reserved. 6
  • Analyzing the Corporate tech models IT Products Information InteractionCustomerRelationship Trx Content (e-info) Interactive ContentDriversMarketing TV/Print Web Mobile &Advertising Media Media Social MediaDigitalDictators Browsers Open Source Portal Search Apps CommunitiesDigitalDevices Copyright © 2010 Capgemini. All rights reserved. 7
  • Mobile isMultiDigitalChannelManagement Avator (Contact ctr) Website (pc) Mobile (Apps) Intranet naar mobility (Ipad, netbooks, mobile) Copyright © 2010 Capgemini. All rights reserved. 8
  • An integrated view on The Customer Case- Managing customerconversations Copyright © 2010 Capgemini. All rights reserved. 9
  • Capgemini shapes the road to business growth by….… Mastering Business Info Mobile ProcessesTheDigital Ecosystem Any SaaS Service Any Device Any Application Websites Customer Digital Platform Partner Any User Any Server Employee Apps Any Data Any Moment Integration Collaboration Any Location Manage Analyze Mobilize Copyright © 2010 Capgemini. All rights reserved. 10
  • Outside-in not Inside-out Copyright © 2010 Capgemini. All rights reserved. 11
  • Customer is not KingCustomer isDictator Copyright © 2010 Capgemini. All rights reserved. 12
  • Digital Has Created the “Selfish Consumer” Copyright © 2010 Capgemini. All rights reserved. 13
  • Online is Web and MobileThe business case is clear ………. Business Case NA Business Case Europe Business Case APAC 500000 Mobile Banking 400000 2.0 Users 300000# Users 200000 100000 0 Mobile Banking 1.0 Users Period of Subscribtion Copyright © 2010 Capgemini. All rights reserved. 14
  • Why to ask forBusinessCase Examples: Marketing Platform Paradigm Participate Produce shift PullConcentrate onCustomer Case Examples: Customer Examples: Journeys Proces Customer Analytical CRM Time & location Immediacy, Redesign & Dynamics User context Metrics Digital Transformation Elements Examples: Examples: Build experience Product + Wrappers Services Channel per channel No retrofit of over the Channel value counter products Innovation Management propositions Easy to understand Channel specific pricing artefacts Copyright © 2010 Capgemini. All rights reserved. 15
  • Making Multi-channel Value Propositions Channel CostsDistibution Channels P2P experienceFace to FaceBranch, Advisor,Mobile Sales Force Value propositie CRemote SupportCall Center, Helpdesk,e-mail, chat, MSN, skype,videoconferencing Value propositie BSelf ServiceInternet, ATM,Intelligent Voice Respons,Mobile, Value propositie AVirtual (Web/Mobile 2.0) Relationship Bank/client Information Information Transaction Transaction Interaction orientation transactional Simple Complex Inspiration Financial Planning Account information Trading Investments Purchasing services Budgetting Reporting Transfers Complex products Products/services Communities Products/services Payments (mortgages) Business Information Alerts Quotes & Charts Consumption Credit Acquisition Insurance/warranties Copyright © 2010 Capgemini. All rights reserved. 16
  • Your Mobile Play is a Digital Play …… Mobile services Social Media Connectivity830M users worldwide  Location Based ServicesOver 500M users on  From push to API’s, Facebook Mobile Mobility Smartphones, PlaygroundA new platform to sell, Apps communicate, serve clients,  Augmented Reality … Data abundance Customer Intelligence  Customer analytics  Behavioral targeting Copyright © 2010 Capgemini. All rights reserved. 17
  • Models are shapingGrowthApp-led model Apps: 10.8 million users, 120% increase Mobile web browser: 18.6 million users, 58% increase www.brand.mobi SMS text messaging: 8.1 million users, 35% increase . Copyright © 2010 Capgemini. All rights reserved. 18
  • Defining the best mobile application development options as a result ofyour mobile banking strategy and business and technical requirements Dev. of Mobile Applications 1 2 3 4 Pure Native Multiplatform Hybrid Web-Native Pure Mobile Web Applications Development 1.0 2.0 Platforms Copyright © 2010 Capgemini. All rights reserved. 19
  • Capgemini support client‟s mobile roadmap based on the m-businessmaturity curve Key drivers Revenue Focus: Value Mobile propositions which c Self-Sustaining ustomers are willing Business to pay for Focus: Broaden reach (target other segments) Cost and depth of mobile offerings- companies own Aggressive Growth Appstores and towards the mobile enterprise Focus: - Multi-apps/platform approach Scalability - Better Release cycle improvement - Lower TCO - Implement digital /mobile enterprise platform Focus: Market entry by providing basic Launch functionality in single Apps Industry Maturity / Client Acceptance Copyright © 2010 Capgemini. All rights reserved. 20
  • The traditional purchase funnel is outdated, Mobile extends the customer process and enables your business to provide sales enhancing services The product stays constant or simplify Awareness InformationServicesTransaction Transaction Decision My Cadillac Care Dealer Roadside OnStar Own Servicing Servicing /Buy , Servicing Own ServicesConsumer leads Deliver Relevancy Inspire & entertain Share & Engage Loyalty & Retention Sales Copyright © 2010 Capgemini. All rights reserved. 21
  • Foursquare let you to check-in at nearby places based on indicated needs(coffee, Food, shopping, tourist information) and increases and shows locationbased traffic (other customers) Copyright © 2010 Capgemini. All rights reserved. 22
  • NorthFace using its target demographics to update eachother on (very)local weather and snow condition updates Copyright © 2010 Capgemini. All rights reserved. 23
  • By better targeting consumers, you can create more specific customeradvocacy and fuel awareness Copyright © 2010 Capgemini. All rights reserved. 24
  • Supplying mobile data and experience to help customers shopping Copyright © 2010 Capgemini. All rights reserved. 25
  • The Mobile „Moodimeter‟ - Making shopping on mobile not only fun butalso functional Copyright © 2010 Capgemini. All rights reserved. 26
  • QR - Supplying mobile information to help your customers shopping Copyright © 2010 Capgemini. All rights reserved. 27
  • Scanner – Compare prices online Copyright © 2010 Capgemini. All rights reserved. 28
  • Prepopulating mobile shopping lists – Apps using historical (shoppingbehaviour) and social data to steer your buying decision and makepersonal offers List of today’s Recipes - shoppings What to eat for supper Alerts- Receive your personal discount Toys R Us Albert Heijn Super Market Copyright © 2010 Capgemini. All rights reserved. 29
  • Point of Impact - Airport retailers advertise in GateGuru Copyright © 2010 Capgemini. All rights reserved. 30
  • Shopping and Purchasing are made convenient on mobile so they„compete‟ with offline sales Online gamification is used to allow online test drving s Interactive brochures Copyright © 2010 Capgemini. All rights reserved. 31
  • Wallet – micropayments, P2P payments and mobile loyalty cardsreplace cash Copyright © 2010 Capgemini. All rights reserved. 32
  • Supporting your customer - Airline Boarding Copyright © 2010 Capgemini. All rights reserved. 33
  • Camera & Scan – Making a picture of your check and have your moneyinstantly at your deposits save customer time and bank‟s money Copyright © 2010 Capgemini. All rights reserved. 34
  • Supporting the customer - Requesting roadside / accident assistance Copyright © 2010 Capgemini. All rights reserved. 35
  • Ensuring repurchases and keep delivering better convenience andbetter experience through Mobile Copyright © 2010 Capgemini. All rights reserved. 36
  • By integrating Mobile Apps & data to dedicated websites and evenSocial media sites, repurchase and loyalty are growing the marketingfunnel and increase longterm commitment and spent Copyright © 2010 Capgemini. All rights reserved. 37
  • Significant value can be unlocked for financial service organizations thatproactively grow their share of Advocates Financial Impact Underlying Contributors Products per Profitability of Products Responsiveness to Trust their Customer Held (index) Offers bank 14%+ 21%+ 88.3 83% 2.17 1.90 73.1 5x 17x 52% 17% 3% Antagonists Advocates Antagonists Advocates Antagonists Advocates Antagonists Advocates Note: Approximately one third of Credit Union and Community bank customers classify as advocates compared to less than a quarter of Regional and National banking customers Copyright © 2010 Capgemini. All rights reserved. 38
  • Capgemini is dedicated to helping FS organizations capitalize on mobiletechnologies to drive customer advocacy and profitability and improveefficiency Your Strategy Dashboard to Digital Integration Use social media , Provide and integrated location based solution environment for services & monitoring all devices and integrate tools to not only listen customer , employee and – but to analyze and partners across mobile, respond to – what social and web to online Develop creative UI customers are saying platforms, apps , widgets (‘wrappers’) based on and excel in customer and data service Identify opportunities customer controlled to integrate and interactions with your automate systems Integrated company (instant and reengineer messaging, location Channel Customer customer processes to based services and event Architecture improve efficiency and driven services) Insights cost to sell Customer Experience Multi- Marketing/Sales Achieve Customer Automation 1. Collaboration (two-way Centricity by CRM Multi conversations) reorganising 2. Content ( Compel) your marketing 3. Context (be there if the department to more customer is buying) Customer relevant, and actionable 4 C‟s 4. Closed Loop (gather Mediums and Centric Customer Performance data & improve your ….culture Modelling Case Improvement interactions to increase sales) Copyright © 2010 Capgemini. All rights reserved. 39
  • Your Digital Integration Agenda, a roadmap for the Transformationjourney that companies have to enact Digital Integration Agenda Customer centric & app-led business models  A Mobile Maturity model Bridging the  Gathering best practices in technology gap the main areas of Mobile Transformation  Enriched by our Global Capps Network  Leveraged as additional layer Scaling upcollaboration Multi-device onto a single framework for Digital Transformation Delivering the Mobile experience  A phase-1 approach to design transformation Customer programs and provide a Analytics-driven Management “Servicizing” the commercial wedge operating model Copyright © 2010 Capgemini. All rights reserved. 40
  • Capgemini Mobile Best practice – Financial Services Industry Copyright © 2010 Capgemini. All rights reserved. 41 41 Customer Focused Enterprise: Retail Banking | Confidential |
  • Bank 2.0: From Silo‟s to Single Platform App WebSit App App App Social Tablet specific Browse e specific specific specific Media App Androi r only IPhone BB WM d Standard html / xml communication Mobile Portal Extension (for web or hybrid access) Support services Presentation services Portal Server Portlet Portlet Portlet Application Server Integration Business services Back-End SystemsUsing Portals technology stack to implement state of the art mobile banking serviceswill allow FI’s to implement a Multichannel Digital Platform for both online channels, the Web and Mobile Copyright © 2010 Capgemini. All rights reserved. 42