Ilicco Elia - Digital LBi

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    09-Jan-2017
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Transcript of Ilicco Elia - Digital LBi

  • Evolving Relationships In a Mobile World.

  • Hattie WhitingManaging Director, Kitcatt [email protected]

    Ilicco EliaHead of Mobile, [email protected]

  • We make brands count.

  • +100In-depth

    interviews

    150,000People

    surveyed

    25,000Questions

    asked

  • What relationship are we really aiming to build?

  • Most people dont want to get too close to brands.

    #awkward

  • Relationship Status:

    its complicated

  • WEAK

    NEG

    ATIV

    E

    POSI

    TIVE

    STRONGCOMPLETE STRANGER

    BFF

  • For brands to play a lasting role in peoples lives they must create personal and

    hyper-relevant brand experiences.

  • We need to rethink how we build customer experiences.

    And your customers experiences are

    predominantly mobile.

  • From a single app/service to linked apps to a web of apps.

    App

    Screen

    Screen

    Screen

    Screen

    Screen

    Screen

    App

    Screen

    Screen

    Screen

    App

    ScreenScreen

    Widgets

    ScreenExtension

    Screen

    Screen

    Screen

    App

    ScreenApp

    Screen

    Yesterday Today TomorrowSingle App or Service Multiple apps Web of inter-linked apps

  • The future a sea of solutions defining the multi-channel experience.

    ScreenApp Screen

    Screen

    App

    Screen

    Screen

    Path

    Path

    Path

    Web

    Page

    Page

    Page

    Bot

    Wallet

    Page

    Page

    Page

    Web

    Page

    Page

    Page

    Path Smart Home

    In Store

    Path

    Path

    Path

    Path

    Item

    Screen Screen

    Screen

    Screen

    Widgets

    Screen

    Wearable

    Extension

  • Mobile has changed financial services relationships.

    0%

    5%

    10%

    15%

    20%

    25%

    30%

    35%

    ChildhoodFriend

    Coach OnTheRocks PassingAcquaintance

    ReliableNeighbour

    StrictlyBusiness

    TeamMate Trapped

    Don'tUseMobilePayments

    UseMobilePayments

    Source: Kitcatt Nohr OnePulse Survey (N=500), October 2016

  • Thanks for your time.