Go mobile- Mobile technology in Social Business and Customer Relationship

#Go Mobile!
© 2013 IBM Corporation

Click to edit Master title style

12/15/11


Do you own a mobile telephone device?


When was the first mobile call placed?


What cell phone do you use? Older or Smartphones/Tablets?


Some Linguistics… Why smart phone is called smart?


4-6-4-9
3-3-4-1
8-8-9-1-9

Secret Language?


#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


#Mobile Culture


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


 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


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


>>Established governance structure is the key component of a mobile strategy.

E-Business Strategy


Current Customer Support
Call Center Model

http://www.zendesk.com/blog/call-centers-are-here-to-stay

Customer Support Services


Multi -Channel support

On the Go service: Unlocking the power of Mobile and social


Improving the customer experience

Social Apps:–American Express/SentimentMetrics study


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


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


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


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


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


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?
?


CAL: Mobile Learning Hub

http://university.atlanta.ibm.com/mobile/


IBM Expert Locator

http://ibmurl.hursley.ibm.com/3K9B
IBM Mobile apps

http://ibmurl.hursley.
ibm.com/46P9

Go mobile- Mobile technology in Social Business and Customer Relationship

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