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Understanding the Mobile technology, Social Business and customer service

Understanding the Mobile technology, Social Business and customer service

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Go mobile- Mobile technology in Social Business and Customer Relationship Presentation Transcript

  • 1. #Go Mobile! © 2013 IBM Corporation
  • 2. Click to edit Master title style 12/15/11 © 2012 IBM Corporation
  • 3. Do you own a mobile telephone device? © 2013 IBM Corporation
  • 4. When was the first mobile call placed? © 2013 IBM Corporation
  • 5. What cell phone do you use? Older or Smartphones/Tablets? © 2013 IBM Corporation
  • 6. Some Linguistics… Why smart phone is called smart? © 2013 IBM Corporation
  • 7. More Linguistics…Can you tell us how it is called in your native language?© 2013 IBM Corporation
  • 8. 4-6-4-9 3-3-4-1 8-8-9-1-9 Secret Language? © 2013 IBM Corporation
  • 9. #keitai culture 4-6-4-9 yo-ro-shi-ku ("hello," "best regards“) 3-3-4-1 sa-mi-shi-i ("I feel lonely") 8-8-9-1-9 ha-ya-ku-i-ku ("hurry up, let's go") Mobile technology #reinvents the Language © 2013 IBM Corporation
  • 10. #Mobile Culture © 2013 IBM Corporation
  • 11. Leading firms are investing 10 to upwards of 25 percent of their campaign budgets in mobile Investments in their mobile apps to include maps of the store, special promotions, and location based targeting. IBM MobileFirst- Leader In E-Business>> Gartner and Forrester Wave 2014 3rd annual year of Mobile- Going mainstream © 2013 IBM Corporation
  • 12.  Just less than half of 600 organizations have comprehensive strategies in place to encompass the spectrum of mobile efforts and address the broad challenges of implementation. By the end of 2013, there will be approximately 1.4 billion smartphones subscribers, and more than 50 percent of mobile phone users in major markets worldwide are now smartphone users. Over 79 percent of smartphone owners use their devices to purchase goods and services, with U.S. mobile retail revenues via smartphone expected to reach US$31 billion by 2017. IBM GBS IBV (G&TT) The “upwardly mobile” enterprise Setting the strategic agenda Mobile enterprise 2013 All rights Reserved E-Business and Growing #Nrs © 2013 IBM Corporation
  • 13. How mobile capabilities are fundamentally changing the way they do business Measurable ROI from mobile initiatives Experiencing faster response time to customers Analyzing mobile data to improve customer offers and contacts Integrating mobile applications with existing systems The security of data, devices, and connections Did you know that….. E-Enterprize or Business in Motion © 2013 IBM Corporation
  • 14. >>Established governance structure is the key component of a mobile strategy. E-Business Strategy © 2013 IBM Corporation
  • 15. Current Customer Support Call Center Model http://www.zendesk.com/blog/call-centers-are-here-to-stay Customer Support Services © 2013 IBM Corporation
  • 16. Multi -Channel support On the Go service: Unlocking the power of Mobile and social © 2013 IBM Corporation
  • 17. Improving the customer experience Social Apps:–American Express/SentimentMetrics study © 2013 IBM Corporation
  • 18. reported that Mobile Apps are taking over Mobile web American Express http://readwrite.com/2011/02/21/apps-continue-to-overtake-mobile-web-study#awesm=~owr6FvWbZQTjJP Mobile Apps Current trend © 2013 IBM Corporation
  • 19. Study by Sentiment Metrics  Ensuring the App Integrates Into the Overall Customer Care Strategy  Creating Intelligent Notification solutions  Creating Personalized Experience  Take Advantage of New User Interface Capabilities  App Integration Into the Overall Customer Care Strategy  Platform-Agnostic app – cross-platform mobile framework , functionality across all OS. Current state and the future strategies © 2013 IBM Corporation
  • 20. IBM study on the Digital Front Office indicates – individuals using both mobile phones and tablets to accomplish a wide range of work activities that were previously restricted to desktops. accessing e-mail (62 percent via phone, 38 percent via tablet) collaboration and project management (25 percent via phone, 34 percent via e-mail) videoconferences (30 percent by phone, 33 percent via tablet) IBM GBS IBV (G&TT) The “upwardly mobile” enterprise Setting the strategic agenda Mobile enterprise 2013 All rights Reserved # Digital Front Office © 2013 IBM Corporation
  • 21. IBM Embracing BYOD across the organization >>Launched IBM Mobile Enterprise IBM supports BYOD ITCS300 FAQ Goal: mobile, social, and productive Register>>http://ibmurl.hursley.ibm.com/46P7 IBM >> BYOD http://ibmurl.hursley.ibm.com/46P6 © 2013 IBM Corporation
  • 22. http://ibmurl.hursley.ibm.com/46PL http://ibmurl.hursley.ibm.com/46PJ https://tap.innovate.ibm.com//app/2851 https://appstore.tap.ibm.com IBM TAP & AppStore>> Lotus Traveler Sametime, Connections for Mobile, IBM App Store © 2013 IBM Corporation
  • 23. Moving from eLearning to mLearning Effective Distance Learning Accessibility Mobility Interactivity Communication Measurement Focus in Future: Keep it short Performance support Contextual and relevant Social and Informal Rich Media Features- Multiple Channels Have you tried a mLearning? ? © 2013 IBM Corporation
  • 24. CAL: Mobile Learning Hub http://university.atlanta.ibm.com/mobile/ © 2013 IBM Corporation
  • 25. IBM Expert Locator http://ibmurl.hursley.ibm.com/3K9B IBM Mobile apps http://ibmurl.hursley. ibm.com/46P9 © 2013 IBM Corporation
  • 26. © 2013 IBM Corporation