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Challenges for customers satisfaction on nfc smartphones - 2012-01-26

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Nordic NFC Symposium : Forum des services mobiles sans contact illustrates challenges for customer's satisfaction on NFC smartphones.

Nordic NFC Symposium : Forum des services mobiles sans contact illustrates challenges for customer's satisfaction on NFC smartphones.

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  • 1. Life with a gesture:Challengesfor customer’s satisfactionon NFC smartphones François Lecomte Managing Director Forum des services mobiles sans contact Mobile : +33 6 81 49 44 94 Email : flecomte@forum-smsc.org January, 26th, 2012
  • 2. Facts
  • 3. A matter of convergence… The convergence of :  Web Mobile  NFC contactless technology is going to disrupt consumer habits !4 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 4. Making simple for users… Hmm 1. ATAWAD(*) digital contents provisioning, on demand  Coexistence of old fashioned phones, smartphones and NFC mobiles.  Services based on : NFC tags, 1D/2D code, LBS, Bluetooth, SMS, etc. 2. Secured dematerialized transactions (payment, tickets,…)  Coexistence contactless cards and NFC mobiles.  Infrastructures to be upgraded or implemented o Transport (ISO-14443 type B versus B “prime”). o Contactless capabilities at Point Of Sales (POS) : payment, loyalty, etc. 3. Peer-2-peer communication  Phone-2-Phone, Phone-2-Cards, Phone-2-Devices…. (*) ATAWAD : Any Time, Any Where, Any Device5 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 5. Mobile + Local tendencies Less frontiers between digital and real world • ROPO – Research Online, Purchase Offline & STORE-TO-WEB • SoLoMo – Social Local Mobile • MET – Mobile Economic Time Mutualized infrastructures and services platforms • Massive deployments of contactless payment terminals in Commerce. • Digital Identity and secured login – online services Proximity services : online & offline • Online : web based services featuring strong authentication. • Offline/Online : Keys and data stored on SIM or Mobile devices.6 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 6. Acts
  • 7. The “French” cooking recipe Value proposal Global for users vision Leading territories Collaborative work Innovation support8 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 8. “Mobile contactless services Forum”  OUR GOAL :  Faster development of mobile contactless (NFC) services. “A multi-services wallet in my mobile phone ? Make it happen!”  48 members (private companies)  MNO’s, Banks, Retail Industry, Transport/Cities & Technology providers + Startups  French government endorsement  Eric Besson, Ministry of Industry  Open to multiple contributors  AFSCM, AEPM, GART, business consortiums, regulators, consumer’s associations  Linked to public sector :  Cities, departments, regions decision makers9 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 9. A Forum for collaborative sharings • Analyse and understand goals and usages • Relay information • Share knowledge • Facilitate synergies • Members between private and public players • Contributors • Impulse projects • Startups • Move forward to • National common commitments Authorities • Local territories An open ecosystem10 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 10. Leading “mobile contactless cities” • Nice project in 2010 Lille • Leader’s nfc territories Caen collaborative work Paris Rennes Strasbourg in 2011 • Call for project : 20 M€ 17 projects selected Bordeaux for 2012-2013 Toulouse Nice • + 1/3 French people Marseille impacted 9 leader’s NFC territories in 201111 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 11. Must
  • 12. Valuable services for customers MORE CHOICE BEST DEALS EASY TRANSACTIONS IN CONFIDENCE13 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 13. 5 key ingredients for success Simple Convenient Close It’s only one gesture One single tool for a Designed for large range of services. proximity services Safe Universal Non intrusive and 100% secured. Standardized for national use All transactions made on demand. and (we expect) international. NFC => a common enabler14 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 14. Some basic users questions to deal with Is this really Grrr… I can’t redeemed secured ? the bus ticket I purchased. Help ! My mobile has been stolen or lost. Oops, I do not have Does this shop accepts battery life anymore ! contactless mobile payments ? Where can I use this How does this city digital coupons loaded ? audio-guide feature work ? What about my privacy ? Contactless use should cost a fortune…15 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 15. A digital wallet called “Cityzi” Credit/Debit Cards Loyalty Cards Access services Internet Connexion Transport Card Tag reader 2D Flashcode & NFC tags Brand name My contactless mobile phone A multiservice wallet…16 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 16. Goal
  • 17. Massive mobilization in France More territories proposing NFC services  Nice, Caen and Strasbourg starting now… Other cities to start soon. More contactless services offered  Massive concentration of NFC services on leading territories  Multiple opportunities of use More NFC handsets delivered (mainly smartphones)  Goal = Millions NFC handsets to be delivered in 2012 More customer seduced  Services has to be : cool, fancy… and trusted.18 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 18. Europe vision - to be defined Several projects ongoing over Europe…  Many experiences to be shared. Common vision ? Standardization • NFC secured transactions. SIM secured element ? • Open platforms for proximity NFC services delivery. Seamless customer experience • Customer path : Applications life cycle and AppStores • Labeling NFC tags : Cityzi, N-Mark, other visuals ? Regulation, taxes and laws • Privacy, services quality, local taxes, CE rules, etc. • Industry competitiveness at Europe level19 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 19. Let’s play as European, because it’s worth it ! Leading territories to take-off over Europe in the next 2-3 years  Over 10 cities to start services in France - including Paris area.  Nordics, UK, Germany, Spain, Italy also have initiatives.  Experiences need to be shared over Europe. A “mobile contactless” business channel to emerge  More and more NFC services from private and public issuers  “Open and Secured” proximity services offered to customers  Expectations : economical growth, competitive industry, local employment European initiatives to converge on standards and rules  A 500 million users market at stake  It’s worth it working together for value creation.20 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones
  • 20. Thank you ! François Lecomte Managing Director Forum des services mobiles sans contact Mobile : +33 6 81 49 44 94 Email : flecomte@forum-smsc.org
  • 21. Our 48 members Mobile Bank and Commerce, Public Industry and Network finance services Retail, Medias, Transport, technology Operators • Atos Wordline Entertainment citizen’s life providers• Bouygues Telecom • BPCE • Casino • Accenture and• NRJ Mobile • BNP Paribas • Clear Channel • Dassault Systèmes collectivities• Orange France • La Banque Postale • LaSer • Caisse des dépôts • Gemalto Telecom • Carrefour S2P • PMU • Keolis • Inside Secure• SFR • Crédit Mutuel CIC • Française des Jeux • RATP • Nokia • MasterCard France • SNCF Proximités • NXP • Moneo Payment • Transdev • Oberthur Technologies Solutions • Veolia Transport • Prosodie • Société Générale • RIM Blackberry • Visa Europe • Safran Morpho • Samsung Electronics SBU/Startups Adelya, Airtag, Connecthings, Digital Airways, Moviken, Neowave, Octoplus, Otipass, Rodrigue, Snapp, Think&Go NFC, Weave22 2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones