ibm ardigo - soiel mobile business roma 020713
DESCRIPTION
Presentazione IBM Mobile Fisrt Solution all'evento SOIEL di Roma 2 luglio 2013TRANSCRIPT
IBM MobileFirstMultichannel customer experience management
Soiel Mobile Business Experience
Market evidence: multichannel customer journey
(vs. Company organization - CIO&CMO working together)
SMS
Magazine / Cat Magazine
Web -site shop
Promoter store
Posta ordinaria
e-Mail / Newsletter
Contact centre
No branded viral web -site
Mobile access web -site
Web -site blog / forum
Web -site contents
Incontro amica
Digital media nello store
Store
Store layout
Mobile - SMS
Magazine / Cat Magazine
Mobile - Web - site shop
Promoter store
Posta ordinaria
e-Mail / Newsletter
Contact centre
No branded viral web -site
Mobile access web -site
Web -site blog / forum
Web -site contents
Incontro amica
Digital media nello store
Store
Store layout
Vede la vetrofania
www.Cliente.it
Accede al sito e
sceglie la lingua
inglese
Cerca nel
forum
Richiede l ’invio
della newsletter e
del volantino
Utilizza shop
locator e guarda
le ricette
Si confronta con
una promoter
sulle offerte BIO
Accede alle
ricette BIO
salvate
Acquista dei prodotti
BIO e ne ordina altri
Viene avvisata via
SMS ed email del
tracking della
spesa
Legge
feedback
prodotti
Raggiunge l ’area dei
prodotti BIO del
punto vendita
Compara
prodotti
Crea lista
per la
prossima
ricetta BIO
!
!
!
!
!
!
!
Si iscrive
al gruppo
“BIO
cucina
Milano ”
!
!
Channel / Mode
Market evidence: companies start building the second
wave of multichannel strategies
From “buy an IOS app, buy a site” To “deliver integrated and sustainable experience”
Market evidence: hybrid / native…
Market evidence: hybrid & native right performance
Solution: IBM Mobile First
ibm.com/mobilefirstibm.com/mobilefirst
Platform
- IBM CustomerExperience Suite
- IBM Worklight forMobile Development
- IBM Rational TestWorkbench
Strategy and Design Services
Development and Integration Services
- IBM Mobile Maturity Model
- IBM interactive- IBM Mobile Strategy Accelerator
- IBM Mobile Infrastructure Strategy & Planning
- IBM Network Infrastructure Services for Mobile- IBM Mobile Application Development Services*
- IBM Application Innovation Services
SecurityManagement Analytics
- IBM TeaLeaf
CX Mobile
- IBM CoremetricsMobile
- IBM Endpoint Manager for
Mobile Devices
- IBM Mobile
Enterprise Services
- IBM AppScan
- IBM Security Access Manager
for Cloud and
Mobile
IBM Mobile First: End to End Solution Portfolio
Provide a consistent integrated web exp.
across multiple channels (desktop browser,
smartphones, tablets, etc..) Wh
y?
N
ee
de
d
Cap
ab
ilit
ies
Exam
ple
s
Provide an experience that takes full
advantage of the device and its ecosystem
Leverage security and governance
� Aggregate multiple applications� Content management � Personalized for roles� Role based access
� Dedicated, task focussed app� Integrates with device capabilities
(e.g. camera)� App store presence
B2E
B2B
B2C
C2C
IBM Mobile First: converged on customer experience
Mobile ApplicationsMultichannel Web Sites
Providing a seamless, fully integrated, in-context experience – combining rich media, social, and web content – for consumers, partners and employees using desktop browsers,
smartphones, tablets, etc.
Hot Topics:
� Social Internet, Intranet, Extranets
� Hybrid web applications, portlets, widgets
� Develop once, deploy everywhere
� Seamless experience in every touchpoint
� Rule/Role based
� Responsive Design, Device Detection, Selective CSS
� Streamline operations/costs
IBM Mobile First Platform - Customer Experience Suite
From the complexity of many… To the simplicity of one
Windows Phone
AndroidApple Blackberry
Goes beyond mobile app UI creation to deliver mobile optimized, standards-based, middleware and tools for enterprise-grade mobile applications, stores and services creation
IBM Mobile First Platform - Worklight
Windows Phone
AndroidApple Blackberry
Hot Topics:
� BYOD Multiple personas� Policy discrepancy
� Detection and remediation � Massive scalability
� Reporting in near real-time
� Security certifications� Embedded cloud service
� Multiplatform
� Multi-tenancy
Allows organizations to manage phones and tablets, BYOD or Corporate owned, leveraging the same infrastructure for desktops, laptops, and servers with specifics of unified user
compliance, enterprise app store, self-service portal, container integration, app white/black
listing.
IBM Mobile First Management – Endpoint Manager
Extends user access protection to mobile and cloud environments. It offers user authentication, federated single sign-on (SSO) and risk scoring to help detect and prevent security breaches
and web fraud, plus context-based access management for mobile endpoints so that users
don't inadvertently expose sensitive IT assets in an insecure environment.
IBM Mobile First Security – Access manager Cloud & Mobile
Helps customers apply Individual lifetime analytics (qualitative, quantitative, real time) to their mobile websites, native applications, and hybrid applications, including support for HTML5.
IBM Mobile First Analytics – TeaLeaf
Hot Topics:
� A real time view/film about UX� Discover “why” mobile customers
succeed or fail� Automatically detect customer
struggles, obstacles or issues
� Drill down into actual user behavior, complete with gestures
� Translate customer feedback into actionable improvements
� Correlate customer behavior with
network and application data
Scan equipment at client sites
Access administrative and technical information
Find and fix location discrepancies …(logged at B, actually located at A)
Call time-and-location aware support numbers, open support tickets, view SLA
Ecommerce integration: View related products and special offers –place orders from smartphone
View contract terms, technical and configuration details
Transform processes for customer interaction - equipment lease management
IBM Mobile First - Reference
Challenges
TBC Corporation wanted to ensure that its customers had a consistent experience whether they visited the company’s websites
from a PC or a mobile device.
Solution
TBC implemented IBM® Worklight software, which helps enable the company to write a single instance of code that it can deploy on
multiple mobile device platforms, such as Android and Mac iOS.
Benefits
� Significantly shortens the time to market for mobile applications
� Supports a consistent user experience across channels and
platforms
� Reduces the time and resources required for mobile application development
“Our mobile application portfolio requires complete flexibility of the UI so
we can address customer needs in our user experience with total control. The IBM Worklight platform allows us to manage that through standard
web development technologies.”
— John Anthony Capriotti, vice president for
e-commerce and web, TBC Corporation
TBC Corporation creates a consistent mobile user experience IBM Mobile First software reduces time to market for mobile applications
IBM Mobile First - Reference
Perfecting the art of self-service. How self-service helped an airline transform their brand
IBM Mobile First - Reference
“With our multi-channel platform, we have reduced our check-in cost by 80%. What used to take us six to eight weeks to push a new release, now
we are able to do in 72 hours. Everything that has to do with development in testing, we at least saved 50% of the time.”
— Patrice Ouellette, Director of Customer Solutions and Innovations, Air Canada
Challenges
Air Canada put itself in the shoes of its customers and asked, “Why
are we doing this? Why is that process like this? Why is it taking so long?” in order to determine what it could do to innovate and make it simpler for them.
Solution
Multi-channel Mobile customer experience leveraging iPhone, Blackberry and Mobile Web interfaces that use a common back-end services layer built on SOA principles
Mobile Applications supporting 3 LOBs: Air Canada, Air Canada
Cargo, and Air Canada Vacations
Benefits
� Approximate 80% reduction in per-check-in cost compared to traditional counter check-in
� Greater than 50% reduction in time required to launch new services or channels through the reuse of existing service assets
� Increased customer loyalty by virtue of more compelling and
“stickier” self-service options like real-time notification
Capital One has shipped industry-leading mobile capabilities and has many more on the way
IBM Mobile First - Reference
Challenges Company estimated that up to 40 percent of its future business
would come from providing mobile accessibility to its products and services. They sought a solution that would provide the scalability
needed to support high volumes of data, significant numbers of users and a sizable development team.
Solution Implemented IBM Worklight software to support its mobile-application-development project. The Worklight software provides
the scalability the client needs to address the predicted increase in data and user volumes anticipated once the project is completed.
Benefits
� Able to develop mobile apps quickly and efficiently, supporting
future business growth at a lower cost than its previous provider could offer.
� Gained scalability to support higher data and user volumes once
the mobile apps were deployed. “We utilize a hybrid/HTML5 approach to achieve our goals with Worklightusing web technologies (HTML, Java Scripting, CSS) everywhere we can,
and native code where we need to.”
Vi aspettiamo allo stand IBM:
Il team a vostra disposizione per contatti, Q&A:
Antonella Adamo / [email protected] it.linkedin.com/pub/antonella-adamo/3/a75/b02
Marco Mazza / [email protected] it.linkedin.com/in/marcomazzaibm
Max Ardigo’ / [email protected] it.linkedin.com/in/maxardigo
IBM Mobile First – People