Life with a gesture: Challenges for customer’s satisfaction on NFC smartphones
François Lecomte
Managing Director
Forum des services mobiles sans contact
Mobile : +33 6 81 49 44 94
Email : [email protected]
January, 26th, 2012
Facts
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A matter of convergence…
The convergence of :
Web Mobile
NFC contactless technology
is going to disrupt consumer habits !
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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 Device
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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.
Acts
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The “French” cooking recipe
Value proposal
for users
Leading
territories
Innovation
support
Collaborative
work
Global
vision
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“Mobile contactless services Forum”
OUR GOAL :
Faster development of mobile contactless (NFC) services.
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 makers
“A multi-services wallet in my mobile phone ?
Make it happen!”
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A Forum for collaborative sharing's
An open ecosystem
• Members
• Contributors
• Startups
• National
Authorities
• Local territories
• Analyse and understand goals and usages
• Relay information
• Share knowledge
• Facilitate synergies between private and public players
• Impulse projects
• Move forward to common commitments
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Leading “mobile contactless cities”
• Nice project in 2010
• Leader’s nfc territories
collaborative work
in 2011
• Call for project : 20 M€
17 projects selected
for 2012-2013
• + 1/3 French people
impacted
Paris
Toulouse
Rennes Strasbourg
Lille
Caen
Bordeaux
Marseille
Nice
9 leader’s NFC territories in 2011
Must
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Valuable services for customers
MORE CHOICE
EASY TRANSACTIONS
IN CONFIDENCE
BEST DEALS
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5 key ingredients for success
Simple It’s only one gesture
Convenient One single tool for a large range of services.
Close
Designed for proximity services
Safe
Non intrusive and 100% secured. All transactions made on demand.
Universal Standardized for national use and (we expect) international.
NFC => a common enabler
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Some basic users questions to deal with
Help ! My mobile has
been stolen or lost.
Grrr… I can’t redeemed
the bus ticket I purchased.
Does this shop accepts
contactless mobile payments ?
Oops, I do not have
battery life anymore !
Where can I use this
digital coupons loaded ? How does this city
audio-guide feature work ?
Contactless use should
cost a fortune… What about my privacy ?
Is this really
secured ?
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A digital wallet called “Cityzi”
Transport Card
Loyalty Cards
Access services
My contactless mobile phone A multiservice wallet…
Credit/Debit Cards
Tag reader
2D Flashcode
& NFC tags
Internet Connexion
Brand name
Goal
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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.
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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 level
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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.
Thank you !
François Lecomte
Managing Director
Forum des services mobiles sans contact
Mobile : +33 6 81 49 44 94
Email : [email protected]
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Our 48 members
Industry and technology providers
• Accenture
• Dassault Systèmes
• Gemalto
• Inside Secure
• Nokia
• NXP
• Oberthur Technologies
• Prosodie
• RIM Blackberry
• Safran Morpho
• Samsung Electronics
Commerce, Retail, Medias, Entertainment
• Casino
• Clear Channel
• LaSer
• PMU
• Française des Jeux
Public Transport, citizen’s life and collectivities • Caisse des dépôts
• Keolis
• RATP
• SNCF Proximités
• Transdev
• Veolia Transport
Bank and finance services
• Atos Wordline
• BPCE
• BNP Paribas
• La Banque Postale
• Carrefour S2P
• Crédit Mutuel CIC
• MasterCard France
• Moneo Payment Solutions
• Société Générale
• Visa Europe
Mobile Network Operators
• Bouygues Telecom
• NRJ Mobile
• Orange France Telecom
• SFR
SBU/Startups Adelya, Airtag, Connecthings, Digital Airways, Moviken, Neowave,
Octoplus, Otipass, Rodrigue, Snapp, Think&Go NFC, Weave