Par Alexandre Wargnier, Head of Digital Transformation, Proximus.

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2. https://www.statista.com/statistics/266210/number-of-available-applications-in-the-google-play-store/

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https://www.statista.com/statistics/269884/android-app-downloads/
7 apps out of 1000 with more
than 1Mio downloads
2 apps out of 5 with less than
100 downloads

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https://www.statista.com/chart/3835/top-10-app-usage/
Average churn after 3 months: 71%

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The context and the interface are key
constraints to take into account

6. Fit for Purpose: The context and the interface are key constraints to take into
account

8. Fit for Purpose: The context and the interface are key constraints to take into
accountSeveral screens and
limited features
One screen feature-rich

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Entertainment or Transaction?

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Entertainment:
Fill those short gaps of
idle time Transaction:
At the key moment of
need

11. Facebook Google Amazon
Microsoft Twitter

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• UX redesign (what
matters first,
navigation
improvements)
• Real-time or quasi
real-time status
• Notification centre
• In-app messaging
• New features

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ACQUISITION
% of people actually starting in
digital
RETENTION
% of people convinced by digital
and regularly coming back.
CONVERSION
% of people actually
terminating in digital
100%
Addressable Digital
customer base
Catch Guide Solve
• QR code
• Usage Widgets
• Push notifications
• Track & Trace
• Option recommendation
• New Help Centre Design
• Internet Option
management
• TV option
management
• Appointment
management

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Web IVR
TVShop
Push notifications
Feature updates
Campaigns
Agents Technicians
Catch the users at the
very moment he
needs us while trying
to reach another
channel

22. MANAGE & RETAIN
ADVANCED MANAGEMENT ATTRACT & ACQUIRE
+
INTERACTIONS
PLAY & TEST
INTERACTIONS
INTERACTIONS VIA:
• Apps Launcher
• Apps section in menu
• Recommendations
• Emails redirection
• CTA
• Content proposition
• ….
…
…

23. CLICK ON THE
CTA “YES, I
WANT TO
WATCH”
 Tailored recommendations in MyPXS to consume TV content in Proximus TV
PXS TV
ALREADY
INSTALLE
D? *
YES
REDIRECTIO
N TO THE
STORE
NO
ATTRACT & ACQUIREMANAGE & RETAIN
AUTHENTIFICATIO
N CHECK **
* APP INSTALLATION CHECK: will be applied for all app interactions
** AUTHENTIFICATION CHECK: implicit VS explicit login VS create an account

24.  Promote Home Optimizer via the “Apps launcher” in MyProximus
APP INSTALLATION
CHECK
CLICK ON CTA
“OPEN”/”DOW
NLOAD”
AUTHENTIFICATION
CHECK
ADVANCED MANAGEMENTMANAGE & RETAIN

25.  Boost Internet services via MyProximus
Lancer une analyse de
Wi-Fi
CLICK ON THE
TAB “HOME
OPTIMIZER”
CLICK ON THE
CTA “LAUNCH
A WI-FI
ANALYSE”
APP INSTALLATION
CHECK
AUTHENTIFICATION
CHECK
ADVANCED MANAGEMENTMANAGE & RETAIN

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