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Webinar Service2Media and SDL - CX Management and mobile apps

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Service2Media and SDL - CX Management and mobile apps

Service2Media and SDL - CX Management and mobile apps

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  • 1. SDL and Service2Media join forces for dynamic mobile app solutions Svante Nilsson, Group Alliances Director, SDL Peter Broekroelofs, CTO, Service2Media This webinar has not started yet!
  • 2. • Welcome • 45 minutes • Everyone is on mute • Please direct questions you have via Chat box or Q&A • Webinar will be recorded • Webinar material will be made available Housekeeping
  • 3. Optimizing CXM for the world’s top brands 3
  • 4. Defining Global Customer Experience Management 4 CXM is a strategy and practice for managing customer experiences online and offline to acquire, retain, and turn customers into satisfied, loyal brand advocates and ambassadors.
  • 5. Three business requirements for Global CXM 5 Align your organization across channels, markets, languages and teams Create relevant experiences for your customers, regardless of channel Understand your audiences’ interests and motivations
  • 6. SDL Global CXM capabilities 6
  • 7. The multi-device experience
  • 8. 8 Supporting your CX Strategy with Sustainable Mobile Apps SDL Webinar, October 8 2013 Peter Broekroelofs Founder & CTO
  • 9. 9 Vatican City, Pope announcement 2005 2013 Michael Sohn / AP Luca Bruno / AP
  • 10. Copyright © 2008-2013 SDL plc. All rights reserved. All company names, brand names, trademarks, service marks, images and logos are the property of their respective owners. This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or distributed except as authorised by SDL.
  • 11. 1 Supporting your CX Strategy with Sustainable Mobile Apps SDL Webinar, October 8 2013 Peter Broekroelofs Service2Media Founder & CTO
  • 12. PUT PEOPLE FIRST, NOT TECHNOLOGY 2 Source: Forrester, A Systematic Approach to Mobile Strategy, May 2012
  • 13. COMPANY FACTS Incorporation: August 2005 Total staff: 130 FTE Locations: •  NL: Enschede (HQ, R&D) •  NL: Amersfoort (sales) •  UK: London (sales) •  Spain: Barcelona (R&D) •  US: New York (sales) •  UAE: Dubai (sales) •  Ukrain: Charkov (PS) 3
  • 14. •  Large enterprises Global 2000 and market leaders in each of their geographies and verticals •  Enterprise Software Vendors Complementing their software stacks as “mobile presentation layer” for CMS, ERP and CRM. •  Development partners and system integrators Offering development, implementation and management services for app development on M2Active GLOBAL CLIENTS & PARTNERS
  • 15. COMPANY PURPOSE Solving the challenges of mobile app development for enterprises with our App Lifecycle Platform and Professional services. 5
  • 16. 6 2010: USERS START WITH MOBILE FIRST 2013: ENTERPRISES START WITH MOBILE FIRST
  • 17. WHY ENTERPRISES COME TO US THE APP LIFECYCLE PLATFORM™
  • 18. BUSINESS CHALLENGES AND M2ACTIVE OBJECTIVES •  Multi-channel communications •  Omni-channel customer journey •  Branding •  From nice to have to must have •  My brand in customer’s pocket •  Direct relationship with user (less brokers) •  More frequent contact moments •  Short time to market M2Active: Increases customer experience by delivering high user experience Add smart apps to your smart phone •  Customer Engagement •  Interaction and graphical designs •  Fast •  Online/offline •  Personalization •  Content relevancy •  Context aware •  Measurement / conversion •  Geo tagging •  Push messages
  • 19. OS and device fragmentation Gap in development disciplines Manageability and security of mobile initiatives 9 IT CHALLENGES AND M2ACTIVE OBJECTIVES Standardization and lifecycle management Accelerate development cycle Productivity tools for multi OS app development
  • 20. 10 A GOOD APP STRATEGY REQUIRES AN … Sample: App Roadmap App Core Functionality Personalization Location Interaction Sample: Device Roadmap Push Video Transaction Sensoring Augmentation APP DEVELOPMENT PLATFORM THATHIDESMULTIDEVICECOMPLEXITY
  • 21. SUPPORTING YOUR CX STRATEGY 11 Multiple OS’s Multiple Brands Multiple Languages Multiple Form Factors • iOS • Android • Windows Phone 8 • BlackBerry • Brand 1 • Brand 2 • Brand 3 • Brand 4 • NL • UK • GR • Arabic • Phone • Tablet • Landscape/Portrait • Screen Size SDL Tridion oData Connector
  • 22. 1212 • Design Apps Once • Deploy Apps on Multiple Devices • Evolve Apps Throughout their Lives • Efficient multi OS app development • High user experience • Enterprise grade SERVICE2MEDIA APPLIFECYCLE PLATFORM
  • 23. EFFECTIVE ACROSS THE FULL APP LIFECYCLE 13
  • 24. APP DEVELOPMENT PARADIGMS 14 User Experience HYBRID WEB NATIVE CONTAINER HTML CODE DEVICE API NATIVE NATIVE CONTAINER DEVICE API NEAR-NATIVE NATIVE CONTAINER M2ACTIVE API M2ACTIVE APP WEB DEVICE API BROWSER WEB BROWSER HTML CODE DEVICE API NEAR-NATIVE
  • 25. 15 POWERFUL TOOLS FOR POWERFUL APPS
  • 26. PLATFORM, PROCESS, PEOPLE Advanced app solutions | 16 PEOPLE PROCESS PLATFORM
  • 27. CASE: ACHMEA APP FACTORY 17 Selection Criteria: •  Multi-platform development •  User experience •  Lifecycle management/continuous integration •  Back-end data integration •  Security •  SAP Mobile Platform (SUP) integration •  Financial services company •  HQ in The Netherlands •  20+ billion Euro revenue •  22.000 employees across Europe •  13 brands Need: app platform for strategic App Factory to develop and manage B2C and B2E app portfolio and roadmap Result: M2Active basis for App Factory. 20 people trained. Multiple apps delivered. Massive investment in 2013.
  • 28. M2ACTIVE STUDIO DEMO BRIDGING THE GAP BETWEEN DESIGNER AND DEVELOPER
  • 29. Advanced app solutions | 19
  • 30. MORE INFORMATION Advanced app solutions | 20 •  Request demo for SDL Tridion – S2M integrated solution •  Download SDL Tridion Connector leaflet from Service2Media Partners sections website •  Contact Service2Media at info@service2media.com
  • 31. Advanced app solutions | 21 Peter Broekroelofs pbroekroelofs@service2Media Thank you!