Mobile Forum Portugal

Transcription

Mobile Forum Portugal
Mobile Insights and Trends
Julho 2016
Digital Environment
Key figures
34% of
Number of
active Internet
users has
exceeded
3 billion
(46% of
population)
90% of the
buyers agree
that their
mobile devices
have become
their main tool
80% of
Internet users
use a
Smartphone
51% of the
world are
mobile users
25% using a
mobile device
31% of the
world’s
population now
have active
social media
accounts
data in the world
today
has been created
in the last two
years alone
Total monthly
global mobile
data traffic is nearly
3 billion
gigabytes
6.4 Billion
Connected
"Things"
http://wearesocial.sg/blog/2015/01/digital-social-mobile-2015/
https://www.globalwebindex.net/
Gartner (November 2015)
Mobile Forum Portugal - Mobile Insights and Trends | July 2016
Copyright © 2016 Capgemini – Internal use only. All Rights Reserved.
Key to the Digital future
Trends/Technologies playing a key role/Converging Technologies
Multi-channel
The Device Mesh
Multi Channel
Customer
Experience
IoT
Ambient User
Experience
Personalization
Converging
Technologies
Mobile First
Mobility
Autonomous
Agents/Things
Big Data &
Analytics
Information of
Everything
Advanced Machine
Learning
Multi Channel Customer Experience
• Consumers don’t think in terms of channel: mobile, desktop, instore, social
• They will across their customer journey touch several channels
and expect a consistent and valuable experience
• They expect to receive personalized content and offers based on
past interactions and transactions, and because of that a mobile
application cannot be disconnected from other systems/channels
• Mobile application can be use to engage customers in the
moment, send real-time alerts, and deliver transactional notifications
…
Multi-channel
Personalization
BACKUP
Customer Journey across channels
All Channel Shopping Journey
Mobile Solutions
Awareness
MARIA
At Home
JAIME
Store
ANA
New Ideas
& Special Sales
Events
Choosing
Social
Networks/
Social Media
E-mail suggestions to
supplement
Regular online purchases
Online
Catalogs
Online
or virtual
shopping
experience
Transaction
Mobile and Online
in a single mobile
device
Automatic
Transactions
Online Order
through Internet
or from store
kiosk
Delivery
Delivery
whichever is
more
convinient
Pre- agreed
regular time
Delivery
Status Alerts
on mobile
device
After Sales Service
Personalized
information
in acessories
Feedback to the
retailer
through mobile
device
Online purchase
and feedback on
products seen in the
showroom stores
Source: “Digital Shopper Relevancy”, Capgemini Consulting
IoT
• The device mesh refers to an expanding set of endpoints people use
to access applications and information or interact with people, social
communities, governments and businesses.
• The device mesh includes mobile devices, wearable, consumer and
home electronic devices, automotive devices…
• The focus shifts to the mobile user who is surrounded by a mesh of
devices extending well beyond traditional mobile devices
• User experience and app design are shifting with the expanding set of
endpoints in the device mesh.
• In the new user experience, new input/output mechanisms emerge
using sensors
• Virtual Reality and Augmented Reality will enhance user experiences
on mobile devices and expand mobile moments.
The Device Mesh
Ambient User
Experience
BACKUP
The Device Mesh change Apps design Focus
Source: Top 10 Strategic Technology Trends for 2016: At a Glance, Gartner, October, 2015
Big Data & Analytics
• Everything in the digital mesh produces, uses and transmits
information. This information goes beyond textual, audio and video
information to include sensory and contextual information
• In advanced machine learning, deep neural nets (DNNs) move
beyond classic computing and information management to create
systems that can autonomously learn to perceive the world, on their
own
• Big data will provide context-based, and more relevant, insights and
use cases — including for VR and AR solutions
Information of
Everything
Advanced Machine
Learning
BACKUP
“Completeness of IoT Vision” – making data actionable example
Connected Service Excellence (CSX)
4
Control Tower
3
2
Data is analyzed in
real-time to identify
issues or
opportunities.
Data from many
connected devices
is aggregated and
stored
1
Capgemini is the only GSI
that can deliver and operate
a complete IoT system –
from sensor to field service
app.
When the data indicates an issue that
can cause a problem or opportunity, a
case is created and a resolution or „Next
Best Action“ is selected
5
An actor takes action:
1.
Customer Care provides
the operator tips and
instructions,
2.
Sales & Marketing
proactively sends the
customer offers and
orders
3.
Technical Service is
dispatched to perform
maintenance
4. System sends messages
to machine or person
Performance and usage data is
acquired and transmitted every
x seconds.
Mobility
• Most B2C marketers have embraced and adopted the concept of
“Mobile First” and are starting to design websites and marketing
campaigns with mobile in mind
• The leading edge of this design is focused on providing an experience
that flows across and exploits different devices, including IoT sensors
• Machine learning gives rise to a spectrum of smart machine
implementations — including robots, autonomous vehicles, virtual
personal assistants (VPAs) and smart advisors — that act in an
autonomous (or at least semiautonomous) manner.
• The emerging notion of assistance feeds into the ambient user
experience in which an autonomous agent becomes the main user
interface. Instead of interacting with menus, forms and buttons on a
smartphone, the user speaks to an app, which is really an intelligent
agent
Mobile First
Autonomous
Agents/Things
BACKUP
Autonomous Agents/Things
Source: Top 10 Strategic Technology Trends for 2016: At a
Glance, Gartner, October, 2015

Mobile Forum Portugal

Transcription

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