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

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Making your business mobile is no longer a matter of debate

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The pace of technological evolution and adoption is daunting

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But is your business ready for the journey ?

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We are and Obama is…

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We never look up

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Obama is Always On

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Phones aren’t the same anymore…

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First they became smaller…

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Then bigger again…

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Phones became smart

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There’s an App for that

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It’s time to have a mobile strategy Plateau →

Time →

1 “I want an app too”

2 Mobile 1.0 ‘quick & dirty’

3 Mobile 2.0 ‘neatly integrated’

4 Mobile, leveraging touch points

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Informa(on Transac(ons & Self-‐Service Marke(ng / Brand U(li(es

Have a clear view of the purpose of your apps

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Apps should be task oriented, simpel and relevant in a context

KSF

The immediacy of instant access to the company when it matters

The simplicity of completing tasks

in just a few steps and

Relevant in a context

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How to transform

your business using mobile ?

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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 ...

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Specific mobile characteris(cs

LocaQon Based Services

Photo / Video

Text Message

Data Storage

E-‐mail Internet Access

Gaming Console

New Trends

Txt msgng,s

o funny ;

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... and how you can leverage on specific mobile characteristics.

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Choice of mobile development method.

Mobile Development

Pure Web Pure Na(ve Applica(ons Hybrid Web & Na(ve Mul(-‐PlaQorm Developm.

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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

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Beware of putting lipstick on a pig

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How can mobile

help you enhance the customer experience in a

customer journey ?

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ü  Overzicht van alle rekeningen en saldi

ü  Direct overboeken mogelijk

ü  In een eenvoudig visueel overzicht alle transacties

ü  Direct overboeken vanuit geselecteerde rekening mogelijk

ü  Betalen naar zowel acceptgiro’s als overboekingen in één scherm

ü  Toegang tot je adresboek

ü  (Ter controle) Voorlezen van ingevoerde betalingskenmerk






















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79,2% of all women ask their girlfriend(﴾s)﴿ for advice while shopping

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aisle411 indoor location & commerce platform,

enhance the indoor shopper experience

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How can mobile

help you improve your processes and help your co-workers ?

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Critical success factors for establishing and managing a comprehensive mobile strategy

Measurement

Management

Technology

Policies

ObjecQves

Scope

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Burberry: “to be the first company that’s fully digital end to end”

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Total access to Burberry, across any device, anywhere

and with the same feeling of the brand

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Digital-First thinking: Burberry designs flagship

shop to resemble it’s website

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…is exploiting the complimentarity of its stores and e-commerce solutions to offer the best possible service

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24/7 Click & Collect

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Real-‐time stock information

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Mobile is so important; put your best people on mobile.

If you don’t have a mobile strategy, you are no longer relevant

Eric Schmidt Former CEO and current ExecuQve Chairman Google

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Are you ready to go mobile?

Do the test!

Enterprise Mobility Benchmark app

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Pascal Spelier

Managing Consultant All Channel Experience

Reykjavikplein 1,

Utrecht, The Netherlands

Mobile:+31 (0) 6 53 29 90 17 [email protected]

Thank you!