When mobile matters more than your

Transcription

1 When mobile matters more than your

2 What is this?

3 What is this?

4 1 hr later

5 There's no longer any real distinction between strategy and the design of the user experience. The last, best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere and the quality of that experience is entirely dependent on the use of individualized information. Paul Papas, Global Leader, IBM Interactive Experience

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10 41% CAGR Wearable Wireless Devices 1 Trillion Connected Devices 5.6 Billion Personal Devices Sold

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15 The Individual Enterprise How mobility redefines business Mobile has vastly changed how individuals communicate, share and even live Mobile is now ready to change how we run the enterprise, governement and even how we work The double revolution of Mobile and Analytics sparks the Individual Enterprise 15 v5.1

16 The four characteristics of the Individual Enterprise Mobility compresses time between identifying situations and taking action Mobility amplifies analytics value through real-time situational understanding Mobility drives a step change in productivity growth Mobility allows fundamental redesign of the enterprise Creates new value Powered by analytics Mobile analytics brings intelligence to every action in the moment Mobile analytics accelerates the return on investment of information Mobility dynamically reconfigures workflow around every individual Mobility stimulates skill acquisition and sharpens career focus Unleashes empowered employees Mobility empowers individuals to create their own work experience Designed first for mobile Mobility redefines operating models Mobility is the foundation of new models of engagement Mobility shifts design to optimize for the end-user 16 v5.1

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18 AMS Road Show - Living the CAMS Dream Value to our Clients and our Own Path Apple + IBM 2014 IBM Corporation

19 Three sets of customer relationships in a digital Government creates unique opportunities and challenges Relationship Opportunity & Challenge Citizen to Government How to increase citizen engagement and satisfaction with government, while simultaneously reducing channel costs? Business to Government How to speed up the local economy and reduce the barriers to working with government? Employee to Government How to improve productivity of government workers while providing job flexibility?

20 MobileFirst What to consider

21 What questions need to be asked? How to get started readiness assessment, capability assessment, personas and journey mapping, strategy etc.. back to business. How can mobile increase effectiveness in service delivery? How can mobile improve operational efficiency and ROI? How to leverage mobile to create a mobile first strategy for citizens?

22 Slide for Internal Use Only IBM has worked with Air Canada since 2008 to deliver innovative projects as their strategic mobile partner.

23 Air Canada: Transforming Employee Interactions Air Canada Ground Handling Real-time Staff Management Slide for Internal Use Only What good apps do for your customers. Solution: Targeted at above and below the wing ground handling staff. Easy-to-use interface with full-colour screens, optimal layout and both visual and physical alerts that enable users to easily interact with the airlines day-of-operation staff management tool. Provides the ability to receive updates and alerts in real time without user intervention. The browser-based application is delivered over the air and leverages existing web infrastructure and provides a maintenance and support model that does not require updates to be downloaded to individual devices

24 ING/Tangerine Canada: Slide for Internal Use Only Solution: Orange Snapshot gives mobile consumers a complete and simplified view of all their accounts, bill payment and money transfers, in two easy clicks. Customers can easily and securely access their ING DIRECT account information from within Facebook First in Canada to offer remote cheque deposit. Average project duration is 6 weeks.

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26 Evolving Mobile Before IBM 2008 Timmy Me is released by two guys in Saskatchewan. The app has no affiliation with Tim Hortons. Skyrockets to the most-downloaded free app in Canada. Locator Restaurant finder

27 Evolving Mobile Hello IBM! 2010 Tim s purchases the unofficial app to protect their branding and reputation. IBM is engaged Original app retired 2012/13 Implementing mobile strategy Strategy 2-year mobile roadmap Copyrighted app released, adding: Secure Account Check Tim Card balance Brand Contact Us Maintenance Support 5-year steady-state program Minor enhancements and defect support After-hour support for critical production situations Multiple releases: Locator Restaurant finder Secure Payment/Account Tim Card payments, including passbook integration Real-time Tim Card balance Reload and access to transaction history Merge twocard balances Coffee Experience TimmyRun with friends and coworkers (including integration with the desktop version) Product menu and nutrition info Social and Engagement Integrated with contests and games Check in to Facebook or Tweet from app Analytics and Software Statistic tracking tags to determine what functionality is most used, in which OS, etc. (localitics) Reduced app size

28 Evolving Mobile Slide for Internal Use Only 2014 Restaurant 3.0: Increasing speed of service and capacity Business Mobile Loyalty Big Data Social IT Mobile incentives and rewards drive a higher usage for mobile by engaging users in gamification, social media and digital engagement. New-to-mobile payment users One in five non-mobile payment users said that they would be more likely to use mobile payments if they received preferential treatment at retailers or coupons for future purchases that could be stored on their phones. Savvy mobile payment users More than half of the respondents who currently make mobile payments said they were highly likely to pay by phone more often if they were offered instant coupons, reward points, or priority customer service from retailers when buying by phone.

29 Slide for Internal Use Only Interac Making customer mobile debit payment an option for Interac s clients Solution: Extends debit payment capabilities to mobile devices. Establishes Interac as a credible and important mobile payment player and develops a new source of revenue. Reduces the effort of Interac s financial institution clients in developing their mobile payments offering and speeds up the development of the mobile payment ecosystem in Canada.

30 National Rent-a-Car About to return? We are expecting you. Allow us to give you directions. Arriving soon? How do you get to the lot? Did you know you are using your corporate account for this rental, and your profile is out of date?

31 Mobile 2013 Review IBM Key Mobile Ingredients

32 Where are you? 3 horizons of mobile maturity Horizon 1 Strategy Mobile strategy: Vision Solution Infrastructure (joint with GTS) Software Mobile Device Management (MDM): Fiberlink MaaS360 Support Wireless build-out to enable B2E mobility MDM design/implementation services Hosted exchange mail/mobile collaboration Horizon 2 Strategy Custom app development and design (native, hybrid) Omni-channel design and user experience Testing services Integration with backend Software Worklight Security: AppScan (app security), Trusteer (transaction security) ISAM (network security) Testing: Mobile QA, Rational Test Workbench Support MDM: Project-based services to expand for content and app management Managed MDM services Integration services for access management with MDM Horizon 3 Strategy Business process transformation Software Customer engagement Tealeaf CX Mobile (analytics) Xtify (push notification) Now Factory (for CSPs) Business process management Dev/Ops (e.g., Urban Code) Support MDM: Project-based services to add containerization Managed Worklight Services Managed Wireless Networks Managed Unified Communications / Collaboration Mobile Services

33 What questions need to be asked? How to get started readiness assessment, capability assessment, personas and journey mapping, strategy etc.. back to business. How can mobile increase effectiveness in service delivery? How can mobile improve operational efficiency and ROI? How to leverage mobile to create a mobile first strategy for citizens?

34 MobileFirst

35 Backup