2

Making your business

mobile is no longer a matter of debate

3

The pace of technological

evolution and adoption is daunting

4

5

6

But is your

business

ready for the

journey ?

7

We are and Obama is…

8

We never

look up

9

Obama is Always On

10

Phones

aren’t the

same anymore…

11

First they

became smaller…

12

Then bigger

again…

13

Phones

became smart

14

There’s an App

for that

15

It’s time to have a mobile strategy P

late

au

Time

1 “I want an app too”

2 Mobile 1.0 ‘quick & dirty’

3 Mobile 2.0 ‘neatly integrated’

4 Mobile, leveraging touch points

1

2

3

4

16

Information Transactions & Self-Service Marketing / Brand Utilities

Have a clear view of the purpose

of your apps

17

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

18

How to

transform

your

business

using

mobile ?

19

Customer Journey

Awareness Orientate Buy Receive Use Service

Buying goods and services

Life events / Products / Services

Save for goals Old age

provision Health

Risk prevention and mitigation

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 ...

1

2

3

20

Specific mobile characteristics

Location Based

Services

Photo / Video

Text Message

Data Storage

E-mail Internet Access

Gaming Console

New Trends

Txt

msgng,s

o funny

;-)

... and how you can leverage on specific mobile

characteristics.

4

Choice of mobile development method.

Mobile Development

Pure Web Pure Native Applications Hybrid Web & Native Multi-Platform Developm.

+

5

21

Customer Journey

Awareness Orientate Buy Receive Use Service

Each customer journey has a customer-

side and an organization-side

Processes

Midoffice Customer

Relationship Management

Customer Financial

Management

Document Management

CommunicationManagement

Business Process

Management Security

22

Beware of

putting lipstick

on a pig

23

How can

mobile

help you enhance the

customer experience

in a

customer

journey ?

24

25

79,2% of all women ask their

girlfriend(s) for advice while

shopping

26

27

aisle411 indoor location &

commerce platform,

enhance the indoor shopper

experience

28

29

How can

mobile

help you improve your

processes

and help your

co-workers ?

30

31

32

33

Critical success factors for

establishing and managing a comprehensive mobile strategy

Measurement

Management

Technology

Policies

Objectives

Scope

34

Burberry:

“to be the first

company that’s fully digital end to end”

35

Total access to Burberry, across

any device, anywhere

and with the same feeling

of the brand

36

37

38

39

Digital-First thinking:

Burberry designs flagship

shop to resemble it’s website

40

…is exploiting the complimentarity of its stores and e-commerce

solutions to offer the best

possible service

41

24/7 Click & Collect

42

Real-time stock information

43

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 Executive Chairman Google

44

Are you ready to

go mobile?

Do the test!

Enterprise Mobility

Benchmark app

45

Pascal Spelier

Managing Consultant All Channel Experience

Reykjavikplein 1,

Utrecht, The Netherlands

Mobile:+31 (0) 6 53 29 90 17 pascal.spelier@capgemini.com

Thank you!