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Putting your business in motion.

Nicole SummersIBM MobileFirst Solutions Leadersummersn@ca.ibm.com

@nicsums

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Mobile Is Changing Interactions And How Work Gets Done

People are transacting on mobile• The average mobile phone user checks

their phone 150 times a day

The experience of mobile

is not yet meeting

expectations• 80% of apps are used once

then deleted

Mobile transactions are generating unprecedented amounts of data • Global mobile data traffic will

increase 26-fold between 2010

and 2015, reaching 6.3 exabytes

per month by 2015

This data is helping

organizations deliver new value• By 2020, 90% of new passenger cars

sold will have some form of vehicle

mobile platform, up from 10% in 2012.

Mobile enterprises leverage

this data, putting the right

information into the right

hands at the right times• By 2015, 2/3 of the workforce will

own a smartphone, and 40% of the

workforce will be mobile

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73% of CEOsAre prioritizing investments in customer insights

82% of CMOsPlan to increase the use of social media

74% of CIOsSay mobile solutions are part of their vision for increasing competitiveness

70% of COOsIdentify supply chain visibility as the top challenge in delivering on their agendas

As a Result, Leaders are Redefining Their Agendas

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The Institute for Business Value and Oxford Economics Provides Insights into the Characteristics of Mobile Leaders Read the report:

http://ibm.co/ibvmobile

The study represents 601 mobile strategy experts

1Research was conducted by IBV and Oxford Economics in 1Q13

Industry

Banking 58

Travel and Transportation

54

Automotive 50

Government 50

Healthcare 50

Insurance 50

Telecom 50

Retail 50

Manufacturing 38

Other 51

Market

Mature

50%Growth

50%

Survey Respondent by

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They use mobile to fundamentally TRANSFORMthe way they do business

4

They use insights to ENGAGE their customers wherever they are

3

They BUILD apps that unlock core business knowledge for mobile uses

1

They PROTECT and manage the mobile enterprise to optimize performance

2

The Findings Give Us Insight into the Things that Mobile Leaders Are Doing Differently

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Those indicating that they excel at integrating existing systems with mobile

63%vs

34%

Mobile Strategy Leaders

All Others

Users do not forgive you for having something that works on the website but doesn’t work on the iPhone app.Chief Architect, Travel services company

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Those indicating that they are effective at addressing mobile data security issues

90%vs

55%

Mobile Strategy Leaders

All Others

Our main challenges are data, security, privacy, and intellectual property risk. As vehicles collect more and more data, we will be challenged with determining the owner of the data and what is personal versus private. Director Strategy and Planning, Global IT, Automotive

They PROTECT and manage the mobile enterprise to optimize performance

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Those indicating that they are effective at taking action based on mobile data

73%

36%

Mobile Strategy Leaders

All Others

vs

Make sure the voice of the customer

is heard by the engineerSenior Advisor, Consumer Electronics company

They use insights to ENGAGE their customers wherever they are

3

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Those indicating that mobile is fundamentally changing the way their organization does business

81%vs

39%

Mobile Strategy Leaders

All Others

If we don’t invest in mobile, over time we will reduce our ability to acquire new customers and make acquisitions; our customer metrics will decline.Head of Group Digital Deployment, Banking

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and deploy mobile applications efficiently

The Mobile First Enterprise Sets An Agenda to…

and manage the mobile infrastructure

to optimize performance

customers in context by leveraging

mobile insights

the value chain to drive growth

and ROI

BUILD

PROTECT

ENGAGE

TRANSFORM

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IBM has proven solutions to address a diverse set of needs

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Developing apps that integrate with information across the enterprise

Customer demands drive need to rapidly develop, deploy and update apps

Critical business enabler

Clients operate in a “4 screen” world

Leverage mobile information to deliver deeper engagement

Gain visibility into the customer mobile experience

Protection of privacy and confidential information

Policies for client-owned smartphones and tablets

Visibility, security and management of mobile platform requirements

Infrastructure complexity from multiple device platforms

Prioritize mobile infrastructure

New process and business designs required for transformation opportunities

Rapid and disruptive innovation shortening time to value requirements

Comprehensive business-led strategies

Each Solves Key Challenges With Achievable Goals for ROI

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Can Help You:

• Quickly develop, test and

deploy quality mobile apps

across multiple platforms

• Seamlessly integrate rich

mobile apps with

enterprise data and

services

q

Scan & Certify

Instrument

Test

IntegrateObtain

Insight

Manage

Deploy

Design &Develop

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SolutionUsing the IBM Worklight mobile platform, the

organization can develop and deploy hybrid HTML5

applications to deliver content across multiple mobile

platforms.

BenefitsReduces multiplatform development costs by

60 percent when developing for five platforms

ChallengesRohde & Schwarz wanted to create a mobile enterprise infrastructure that would help it support multiple devices and create applications for customers, partners and employees

German manufacturer Rohde & Schwarz cuts mobile development costs by 60 percent

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Can Help You:

• Instrument applications with security protection

• Secure mobile transactions from customers, partners and suppliers

• Preserve native device experience without compromising security

• Separate personal and business data

• Provide intelligent access based on risk and location

Security Intelligence

Enterprise Applications

and Cloud Services

Content Security

Application Security

Transaction Security

Device Security

DATA

Personal and Consumer

Enterprise

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Challenges

The hospital wanted to update its mobile environment to improve care quality, medical staff productivity and operating cost reduction.

Japanese Kochi Medical School Hospital improves care quality while cutting costs

BenefitsLower per-device expense helps reduce maintenance

costs and equip a larger pool of employees.

Cloud based architecture maintains a security-rich

environment for medical information which extends to,

but is not stored on, mobile devices.

SolutionIBM helped the hospital to restructure its architecture

to take advantage of Apple iPod touch devices, offering

a more intuitive user interface, lower maintenance costs

and a broader range of applications.

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Can Help You:

• Quickly create and deploy

personalized mobile

campaigns and gain insights

• Maximize brand value by

integrating the physical and

digital experiences of mobile

customers

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ChallengesAmidst the rapid adoption of

mobile banking, Tangerine needed

to be nimble and be able to

change and adapt to consumer

preferences quickly.

New mobile innovations at Tangerine make consumer

banking available any time, any place

SolutionDeveloped a long-term, mobile architecture that could

offer consistent value to clients, support multiple mobile

devices, fast-track the delivery of new features, and do

it all securely.

BenefitsOrange Snapshot gives mobile consumers a complete

and simplified view of all their accounts, as well as bill

payment and email money transfers, in two easy clicks.

Customers can easily and securely access their

Tangerine account information from within Facebook’s

social networking site.

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Can Help You:

• Design new engagement models placing

the customer first

• Reshape processes and operating

models for competitive advantage

• Build new business models that drive

revenue

In essence,

Reinvent Business with Mobile

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Air Canada: Perfecting the art of self-service, how self-

service helped an airline transform their brand

ChallengesAir Canada put itself in the

shoes of its customers and

asked, “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.

BenefitsApproximate 80% reduction in per-check-in cost compared to

traditional counter check-in

More than 50% reduction in time required to launch new

services or channels through reuse of existing service assets

Increased customer loyalty by virtue of more compelling and

“stickier” self-service options like real-time notification

SolutionMulti-channel mobile customer experience leveraging

iPhone, Blackberry and mobile web interfaces that use a

common back-end services layer built on SOA principles

supporting three LOBs: Air Canada, Air Canada Cargo, and

Air Canada Vacations

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Industry Solutions

IBM & Partner Applications

Banking Insurance Transport Telecom GovernmentRetail Healthcare Automotive

Application & Data Platform

Str

ate

gy &

De

sig

n S

erv

ice

s

Cloud & Managed Services

Devices Network Servers

De

ve

lop

me

nt &

Inte

gra

tion

Se

rvic

es

Management AnalyticsSecurity

IBM MobileFirst Can Help You Accomplish Your Mobile Goals

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IBM MobileFirst Portfolio

IBM Interactive Experience Mobile Studios

Mobile Advisory Services

Mobile Innovation & Design Services

Mobile App Development Services

…that integrate into

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Banking Retail Insurance Healthcare

Retail Banking (Mobile Banking)

SME Banking (Mobile Banking & Access)

Wealth Management

Retail Associate Enablement (Save the Sale)

Retail Consumer Shopping (Customer Loyalty)

Retail Optimization (Mobile Store Performance Insights)

Mobile Customer Care (Policy Management & Customer Self Service)

Mobile Agent Care

Mobile Claims Management

Mobile Health & Wellness (Coordinated Care)

Membership Mgmt. & Claims

Spending Analysis & Reporting

Government Automotive Telecom Travel

Mobile Workforce

Citizen Access to Government Services

Business Access to Government Services

Connected Vehicle

Integrated Customer Retail Experience

Mobile Supply Chain & Operations

Mobile Customer Operations (Subscription & Service Management)

Machine-to-Machine (M2M) Communication

Field Service Management

Mobile Customer Experience Management

Smarter Transportation (Mobile Apps)

Mobile Workforce & Operation Management

Ind

ustr

y

B2C B2B / B2E M2M

Mobile Commerce (Mobile Payments/ Wallets)

Mobile Loyalty Programs

Mobile Ticketing

Mobile Workforce

Mobile Salesforce

Mobile Supply Chain Management

Mobile Asset Management

Fleet Optimization

Connected Devices IOC (Mobile Analytics)

X-I

nd

ustr

y

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Three Ways to Engage with IBM MobileFirst

Download the IBV mobile study:

http://ibm.co/ibvmobile

For information on mobile products, services & use cases visit ibm.com/mobilefirst

Work with an IBM sales rep to schedule a mobile agenda workshop

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