Published on February 24, 2014
#Go Mobile! © 2013 IBM Corporation
Click to edit Master title style 12/15/11 © 2012 IBM Corporation
Do you own a mobile telephone device? © 2013 IBM Corporation
When was the first mobile call placed? © 2013 IBM Corporation
What cell phone do you use? Older or Smartphones/Tablets? © 2013 IBM Corporation
Some Linguistics… Why smart phone is called smart? © 2013 IBM Corporation
More Linguistics…Can you tell us how it is called in your native language?© 2013 IBM Corporation
4-6-4-9 3-3-4-1 8-8-9-1-9 Secret Language? © 2013 IBM Corporation
#keitai culture 4-6-4-9 yo-ro-shi-ku ("hello," "best regards“) 3-3-4-1 sa-mi-shi-i ("I feel lonely") 8-8-9-1-9 ha-ya-ku-i-ku ("hurry up, let's go") Mobile technology #reinvents the Language © 2013 IBM Corporation
#Mobile Culture © 2013 IBM Corporation
Leading firms are investing 10 to upwards of 25 percent of their campaign budgets in mobile Investments in their mobile apps to include maps of the store, special promotions, and location based targeting. IBM MobileFirst- Leader In E-Business>> Gartner and Forrester Wave 2014 3rd annual year of Mobile- Going mainstream © 2013 IBM Corporation
Just less than half of 600 organizations have comprehensive strategies in place to encompass the spectrum of mobile efforts and address the broad challenges of implementation. By the end of 2013, there will be approximately 1.4 billion smartphones subscribers, and more than 50 percent of mobile phone users in major markets worldwide are now smartphone users. Over 79 percent of smartphone owners use their devices to purchase goods and services, with U.S. mobile retail revenues via smartphone expected to reach US$31 billion by 2017. IBM GBS IBV (G&TT) The “upwardly mobile” enterprise Setting the strategic agenda Mobile enterprise 2013 All rights Reserved E-Business and Growing #Nrs © 2013 IBM Corporation
How mobile capabilities are fundamentally changing the way they do business Measurable ROI from mobile initiatives Experiencing faster response time to customers Analyzing mobile data to improve customer offers and contacts Integrating mobile applications with existing systems The security of data, devices, and connections Did you know that….. E-Enterprize or Business in Motion © 2013 IBM Corporation
>>Established governance structure is the key component of a mobile strategy. E-Business Strategy © 2013 IBM Corporation
Current Customer Support Call Center Model http://www.zendesk.com/blog/call-centers-are-here-to-stay Customer Support Services © 2013 IBM Corporation
Multi -Channel support On the Go service: Unlocking the power of Mobile and social © 2013 IBM Corporation
Improving the customer experience Social Apps:–American Express/SentimentMetrics study © 2013 IBM Corporation
reported that Mobile Apps are taking over Mobile web American Express http://readwrite.com/2011/02/21/apps-continue-to-overtake-mobile-web-study#awesm=~owr6FvWbZQTjJP Mobile Apps Current trend © 2013 IBM Corporation
Study by Sentiment Metrics Ensuring the App Integrates Into the Overall Customer Care Strategy Creating Intelligent Notification solutions Creating Personalized Experience Take Advantage of New User Interface Capabilities App Integration Into the Overall Customer Care Strategy Platform-Agnostic app – cross-platform mobile framework , functionality across all OS. Current state and the future strategies © 2013 IBM Corporation
IBM study on the Digital Front Office indicates – individuals using both mobile phones and tablets to accomplish a wide range of work activities that were previously restricted to desktops. accessing e-mail (62 percent via phone, 38 percent via tablet) collaboration and project management (25 percent via phone, 34 percent via e-mail) videoconferences (30 percent by phone, 33 percent via tablet) IBM GBS IBV (G&TT) The “upwardly mobile” enterprise Setting the strategic agenda Mobile enterprise 2013 All rights Reserved # Digital Front Office © 2013 IBM Corporation
IBM Embracing BYOD across the organization >>Launched IBM Mobile Enterprise IBM supports BYOD ITCS300 FAQ Goal: mobile, social, and productive Register>>http://ibmurl.hursley.ibm.com/46P7 IBM >> BYOD http://ibmurl.hursley.ibm.com/46P6 © 2013 IBM Corporation
http://ibmurl.hursley.ibm.com/46PL http://ibmurl.hursley.ibm.com/46PJ https://tap.innovate.ibm.com//app/2851 https://appstore.tap.ibm.com IBM TAP & AppStore>> Lotus Traveler Sametime, Connections for Mobile, IBM App Store © 2013 IBM Corporation
Moving from eLearning to mLearning Effective Distance Learning Accessibility Mobility Interactivity Communication Measurement Focus in Future: Keep it short Performance support Contextual and relevant Social and Informal Rich Media Features- Multiple Channels Have you tried a mLearning? ? © 2013 IBM Corporation
CAL: Mobile Learning Hub http://university.atlanta.ibm.com/mobile/ © 2013 IBM Corporation
IBM Expert Locator http://ibmurl.hursley.ibm.com/3K9B IBM Mobile apps http://ibmurl.hursley. ibm.com/46P9 © 2013 IBM Corporation
© 2013 IBM Corporation
What Is Customer Service Technology? Posted by Kate Leggett on ... business processes, technology, ... notification, and mobile customer service ...
More companies are using technology to handle customer service in an ... Social Media; Security; Big ... you anticipate customer needs, tailor business ...
... customer service: 1. Be the go-to business when ... better customer-organization understanding ... mobile; How Technology can keep your business ...
InformationWeek shares news and analysis on ... InformationWeek shares news and analysis on the technologies that fuel social business. ... Mobile Business.
SOCIAL BUSINESS. Facebook's Updating ... Understanding the Internet of Things and ... Being able to work in conjunction with the ubiquity of mobile ...
Understanding Digital Marketing ... social media, Google, mobile ... Business & Economics / Advertising & Promotion Business & Economics / Customer ...
Vision of Smart Home The Role of Mobile in the Home ... n Joint development of social media strategies to educate ... business model analysis Technology.
Understanding Customer Relationships ... Employees do more than deliver customer service ... Mobile Phone 22% Bank 22%
... improving your customer service can be the key to survival. ... Social Media: Think of Facebook and ... Mobile Strategy: Customers expect on ...
Call 800-992-0616 to learn how MobileHelp Mobile Medical Alert Systems keep ... Understanding Medical ... 100% U.S. based Sales & Customer Service.