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20130523 presentatie mobile convention amsterdam your business, always on v1.5

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This presentation about mobile strategy was presented by Pascal Spelier, Managing Consultant All Channel Experience, at the Mobile Convention Amsterdam 2013.

Published in: Business, Technology
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20130523 presentatie mobile convention amsterdam your business, always on v1.5

  1. 2  Making your businessmobile is no longer a matter of debate
  2. 3  The pace of technologicalevolution and adoptionis daunting
  3. 4  
  4. 5  
  5. 6  But is yourbusinessready for the journey?
  6. 7  We are and Obama is…
  7. 8  We neverlook up
  8. 9  Obama isAlways On
  9. 10  Phonesaren’t thesameanymore…
  10. 11  First theybecamesmaller…
  11. 12  Thenbiggeragain…
  12. 13  Phonesbecamesmart
  13. 14  There’s an Appfor that
  14. 15  It’s time to have a mobile strategyPlateau  →  Time  →  “I  want  an  app  too”  Mobile  1.0  ‘quick  &  dirty’  Mobile  2.0  ‘neatly  integrated’  Mobile,  leveraging  touch  points  1  2  3  4  
  15. 16  Informa(on   Transac(ons  &  Self-­‐Service   Marke(ng  /  Brand  U(li(es  Have a clear view of the purpose of your apps
  16. 17  Apps should be task oriented, simpel andrelevant in a contextKSF  The immediacy of instant accessto the companywhen it mattersThe simplicity ofcompleting tasksin just a fewsteps andRelevant in acontext
  17. 18  How to transformyourbusinessusingmobile?
  18. 19      Customer          Journey  Awareness   Orientate   Buy     Receive   Use   Service  Buying  goods  and  services    Life  events  /      Products  /            Services  Save  for  goals    Old  age  provision  Health  Risk  preven(on  and  mi(ga(on  Other  events  Voice  of  the  customer:  I  want...,  I  need...      Voice  of  the  employee:  I  want...,  I  need...      Determine for your products & services...... each with it’s own customer journey...... how mobile can improve the customer experience ...1  2  3  
  19. 20              Specific              mobile    characteris(cs  LocaQon  Based  Services      Photo  /    Video  Text  Message  Data  Storage  E-­‐mail   Internet  Access  Gaming  Console  New  Trends  Txtmsgng,sofunny ;-)... and how you can leverage on specific mobilecharacteristics.4  Choice of mobile development method.          Mobile    Development  Pure  Web   Pure    Na(ve  Applica(ons   Hybrid  Web  &  Na(ve   Mul(-­‐PlaQorm  Developm.  +  5  
  20. 21      Customer          Journey  Awareness   Orientate   Buy     Receive   Use   Service  Each customer journey has a customer-side and an organization-side    Processes          Midoffice  Customer  RelaQonship  Management  Customer  Financial  Management  Document  Management  CommunicaQonManagement  Business  Process  Management  Security  
  21. 22  Beware ofputtinglipstickon a pig
  22. 23  How can mobilehelp you enhance thecustomer experiencein acustomerjourney?
  23. 24  
  24. 25  79,2% of all women ask theirgirlfriend(﴾s)﴿ for advice whileshopping
  25. 26  
  26. 27  aisle411 indoor location &commerce platform, enhance the indoor shopperexperience
  27. 28  
  28. 29  How can mobilehelp you improve yourprocessesand help your co-workers?
  29. 30  
  30. 31  
  31. 32  
  32. 33  Critical success factors forestablishing and managing acomprehensive mobile strategyMeasurement  Management  Technology  Policies  ObjecQves  Scope  
  33. 34  Burberry:“to be the firstcompany that’s fullydigital end to end”
  34. 35  Total access to Burberry, acrossany device, anywhereand with the same feeling of the brand
  35. 36  
  36. 37  
  37. 38  
  38. 39  Digital-First thinking:Burberry designs flagshipshop to resemble it’s website
  39. 40  …is exploiting the complimentarityof its stores and e-commercesolutions to offer the bestpossible service
  40. 41  24/7 Click & Collect
  41. 42  Real-‐time stock information
  42. 43  Mobile is so important; put yourbest people on mobile. If you don’t have a mobile strategy,you are no longer relevantEric  Schmidt  Former  CEO  and  current  ExecuQve  Chairman  Google  
  43. 44  Are you ready togo mobile?Do the test!Enterprise MobilityBenchmark app
  44. 45  Pascal  Spelier    Managing  Consultant  All  Channel  Experience    Reykjavikplein    1,  Utrecht,    The  Netherlands    Mobile:+31  (0)  6  53  29  90  17  pascal.spelier@capgemini.com  Thank you!

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