webinar service2media and sdl - cx management and mobile apps

SDL and Service2Media join forces for dynamic mobile app solutions

Svante Nilsson, Group Alliances Director, SDL

Peter Broekroelofs, CTO, Service2Media

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• Welcome

• 45 minutes

• Everyone is on mute

• Please direct questions you

have via Chat box or Q&A

• Webinar will be recorded

• Webinar material will be

made available

Housekeeping

Optimizing CXM for the world’s top brands

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Defining Global Customer Experience Management

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CXM is a strategy and practice for managing customer experiences

online and offline to acquire, retain, and turn customers into satisfied,

loyal brand advocates and ambassadors.

Three business requirements for Global CXM

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Align your

organization across

channels, markets,

languages and teams

Create relevant

experiences for your

customers, regardless

of channel

Understand your

audiences’

interests and

motivations

SDL Global CXM capabilities

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The multi-device experience

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Supporting your CX Strategy

with Sustainable Mobile Apps

SDL Webinar, October 8 2013

Peter Broekroelofs

Founder & CTO

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Vatican City, Pope announcement 2005 2013

Michael Sohn / AP

Luca Bruno / AP

Copyright © 2008-2013 SDL plc. All rights reserved. All company names, brand names, trademarks,

service marks, images and logos are the property of their respective owners.

This presentation and its content are SDL confidential unless otherwise specified, and may not be

copied, used or distributed except as authorised by SDL.

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Supporting your CX Strategy with Sustainable Mobile Apps SDL Webinar, October 8 2013

Peter Broekroelofs Service2Media Founder & CTO

PUT PEOPLE FIRST, NOT TECHNOLOGY

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Source: Forrester, A Systematic Approach to Mobile Strategy, May 2012

COMPANY FACTS Incorporation: August 2005 Total staff: 130 FTE Locations: •  NL: Enschede (HQ, R&D) •  NL: Amersfoort (sales) •  UK: London (sales) •  Spain: Barcelona (R&D) •  US: New York (sales) •  UAE: Dubai (sales) •  Ukrain: Charkov (PS)

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•  Large enterprises Global 2000 and market leaders in each of their geographies and verticals

•  Enterprise Software Vendors Complementing their software stacks as “mobile presentation layer” for CMS, ERP and CRM.

•  Development partners and system integrators Offering development, implementation and management services for app development on M2Active

GLOBAL CLIENTS & PARTNERS

COMPANY PURPOSE

Solving the challenges of mobile app development

for enterprises with our App Lifecycle Platform and Professional services.

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2010: USERS

START WITH MOBILE FIRST

2013: ENTERPRISES START WITH

MOBILE FIRST

WHY ENTERPRISES COME TO US THE APP LIFECYCLE PLATFORM™

BUSINESS CHALLENGES AND M2ACTIVE OBJECTIVES

•  Multi-channel communications •  Omni-channel customer journey

•  Branding •  From nice to have to must have •  My brand in customer’s pocket •  Direct relationship with user (less brokers) •  More frequent contact moments •  Short time to market M2Active: Increases customer experience by delivering high user experience Add smart apps to your smart phone

•  Customer Engagement •  Interaction and graphical designs •  Fast •  Online/offline •  Personalization •  Content relevancy •  Context aware •  Measurement / conversion •  Geo tagging •  Push messages

OS and device fragmentation

Gap in development disciplines

Manageability and security of mobile initiatives

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IT CHALLENGES AND M2ACTIVE OBJECTIVES

Standardization and lifecycle management

Accelerate development cycle

Productivity tools for multi OS app development

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A GOOD APP STRATEGY REQUIRES AN … Sample: App Roadmap

App Core Functionality

Personalization Location Interaction

Sample: Device Roadmap

Push Video Transaction Sensoring

Augmentation

APP DEVELOPMENT PLATFORM THAT HIDES MULTI DEVICE COMPLEXITY

SUPPORTING YOUR CX STRATEGY

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Multiple OS’s

Multiple Brands

Multiple Languages

Multiple Form Factors

• iOS • Android • Windows Phone 8 • BlackBerry

• Brand 1 • Brand 2 • Brand 3 • Brand 4

• NL • UK • GR • Arabic

• Phone • Tablet • Landscape/Portrait • Screen Size

SDL Tridion oData Connector

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• Design Apps Once • Deploy Apps on Multiple Devices • Evolve Apps Throughout their Lives • Efficient multi OS app development • High user experience • Enterprise grade

SERVICE2MEDIA APP LIFECYCLE PLATFORM

EFFECTIVE ACROSS THE FULL APP LIFECYCLE

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APP DEVELOPMENT PARADIGMS

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User Experience

HYBRID WEB

NATIVE CONTAINER

HTML CODE

DEVICE API

NATIVE

NATIVE CONTAINER

DEVICE API

NEAR-NATIVE

NATIVE CONTAINER

M2ACTIVE API

M2ACTIVE APP

WEB

DEVICE API

BROWSER

WEB BROWSER

HTML CODE

DEVICE API

NEAR-NATIVE

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POWERFUL TOOLS FOR POWERFUL APPS

PLATFORM, PROCESS, PEOPLE

Advanced app solutions | 16

PEOPLE

PROCESS PLATFORM

CASE: ACHMEA APP FACTORY

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Selection Criteria: •  Multi-platform development •  User experience •  Lifecycle management/continuous integration •  Back-end data integration •  Security •  SAP Mobile Platform (SUP) integration

•  Financial services company •  HQ in The Netherlands •  20+ billion Euro revenue •  22.000 employees across Europe •  13 brands

Need: app platform for strategic App Factory to develop and manage B2C and B2E app portfolio and roadmap Result: M2Active basis for App Factory. 20 people trained. Multiple apps delivered. Massive investment in 2013.

M2ACTIVE STUDIO DEMO BRIDGING THE GAP BETWEEN DESIGNER AND DEVELOPER

Advanced app solutions | 19

MORE INFORMATION

Advanced app solutions | 20

•  Request demo for SDL Tridion – S2M integrated solution

•  Download SDL Tridion Connector leaflet from Service2Media Partners sections website

•  Contact Service2Media at info@service2media.com

Advanced app solutions | 21

Peter Broekroelofs pbroekroelofs@service2Media

Thank you!