Put Your Business In Motion

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Putting your Organization in Motion

Graham ChurchillIBM MobileFirst Solutions LeaderIBM Canada [email protected]

Sept 2014

Graham ChurchillIBM MobileFirst Solutions LeaderIBM Canada [email protected]

Sept 2014

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Mobile is now a primary channel

91% of mobile users keep their device within arm’s reach 100% of the time

Mobile is now a primary channel

91% of mobile users keep their device within arm’s reach 100% of the time

Insights from mobile data provide new

opportunities 75% of mobile shoppers

take action after receiving a location based messages

Insights from mobile data provide new

opportunities 75% of mobile shoppers

take action after receiving a location based messages

Mobile is about transacting96% year to year increase in mobile cyber

Monday sales between 2012 and 2011

Mobile is about transacting96% year to year increase in mobile cyber

Monday sales between 2012 and 2011

Mobile drives a continuous brand

experience90% of users use multiple screens as channels come

together to create integrated experiences

Mobile drives a continuous brand

experience90% of users use multiple screens as channels come

together to create integrated experiences

Mobile enables the Internet of Things

Global Machine-to-machine connections will increase

from 2 billion in 2011 to 18 billion at the end of 2022

Mobile enables the Internet of Things

Global Machine-to-machine connections will increase

from 2 billion in 2011 to 18 billion at the end of 2022

Five mobile trends with significant implications for business

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Leading organizations are realizing that mobile is fundamentally altering how they compete

“Mobile is moving to a point where it is a fundamental way we do business. The value proposition for mobile will be that it is embedded in what we do. In 5 – 10 years we will look back and wonder what all the fuss was.”

Director Strategy an Planning, Global IT, Automotive

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Business to ConsumerBusiness to Consumer

• Improved customer satisfaction

• Deeper customer engagement and loyalty

• Increased sales through personalized offers

• Customer service

• Competitive differentiator

• Improve brand perception

• Deeper insight into customer buying behavior for up sell and cross sell

• Improved buying experience with mobile concierge services

Business to EnterpriseBusiness to Enterprise

• Extend existing applications to mobile workers

• Increased worker productivity

• Faster business processing

• Increased employee responsiveness and decision making speed

• Reduced fuel, gas, or physical asset maintenance costs

• Increase revenue through sales engagements

• Resolve internal IT issues faster

• Reduce personnel cost (utilizing personal owned instead of corporate issued devices)

Mobile has both outward and inward applications

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Strategic stages of mobile adoption

Time

E-mailCalendar

BYOD

Mobile AppDevelopment

MobileEnterprise

Transformation

Stage 1

Stage 2

Stage 3

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Fragmentation of devices and platforms

Speed and frequent iteration of the mobile lifecycle and continuous delivery

Connectivity to back-end systems and cloud

Security to protect corporate data and manage BYOD

Context that takes advantage of unique capabilities such as geo-location

Delivery of high quality apps that rapidly incorporate customer feedback

Adoption of apps in a crowded market; 25% of mobile apps are used only once.

Skills on platforms, frameworks, UI design, and all other disciplines.

Mobile has unique challenges

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Traditional Web development vs. Mobile development

$$ $$ $$ $$ $$

Mobile development

$$Initial app

development costInitial app

development cost

$$Applicationchange costApplicationchange cost Frequency of changeFrequency of change

$$Initial app

development costInitial app

development cost

$$ $$

Frequency of changeFrequency of change

$$

Applicationchange costApplicationchange cost

Traditional Web

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Spectrum of mobile app development approaches

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z

OperationsOperations

Back-end

Mobile apps require more than a focus on front-end UI

Front-end

30%

of the value and effort is visible (mobile UI)70%

of the value and effort lies under the surface

Short time to market

Web? Hybrid? Native?

Teamwork

Industrialize dev

Integrate with SDLC

Ensuring continued support in a quick-

changing landscape

Track problems that affect UX

Manage and enforce app

versions

SecuritySecurity

Dataprotection

Push upgrades

Appsecurity

Userauthentication

User engagementUser engagement

Connect to back-end

Efficient and flexible

push notifications

Offline availability

B2E app distribution

Track and leverage location

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Offering Portfolio

Industry Solutions

IBM & Partner Applications

Application & Data Platform

Str

ateg

y &

Des

ign

Ser

vice

s

Cloud & Managed Services

Devices Network Servers

Develo

pm

ent &

Inte

gratio

n S

ervices

ManagementManagement AnalyticsAnalyticsSecuritySecurity

BankingBanking InsuranceInsurance TransportTransport TelecomTelecom GovernmentGovernmentRetailRetail HealthcareHealthcare AutomotiveAutomotive

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Offering PortfolioIndustry Solutions


Application & Data Platform

Str

ateg

y &

Des

ign

Ser

vice

s



Develo

pm

ent &

Inte

gratio

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ervices



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IBM Interactive was ranked as a leader in the Gartner Magic Quadrant (MQ) for Digital Marketing Agencies in 2012

Source: Forrester Research Inc. “Forrester WaveTM”: Enterprise Mobility Services, Q1 2013”.

Gartner Research note: “Magic Quadrant for Global Digital Marketing Agencies” – Richard Fouts, Adam Sarner & Andrew Frank. October 17, 2012 G00230499

IBM is a Leader, and received the highest score possible in the Forrester Wave: Enterprise Mobility Services

IBM Interactive Experience – IBM’s Digital AgencyThe versatility and imagination of a dynamic interactive agency backed by discipline, depth and expertise of IBM

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IBM GTS Mobility ServicesMDM vendor comparison, BYOD program design, TEM analysis, Roadmap strategies

Wireless network upgrades or build-outs, WiFi optimization solutions

On-premise or data center hosted systems, solution maintenance and compliance enforcement

Application development, deployment and management solutions

Productivity solutions including email, instant

messaging, voice and video

Desktop virtualization designed for the mobile landscape, access requirements and security

GTS Mobility Services

MobileFirst

Infrastructure Consulting

MobileFirst

Network Services MobileFirst

Managed Mobility

MobileFirst Device

Procurement & Deployment

Services

MobileFirst Collaboration

Services

MobileFirst

Application

Platform Services

Mobile Virtualization Services

Mobile Analytics Services

Utilization of data point analytics to transform and drive business

Procurement, staging, kitting and spare device

pool management

*New in 2014

**

*

**

*

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IBM is recognized as a leader in Enterprise Mobility Services by top industry analysts

Sources: The Forrester Wave™: Enterprise Mobility Services, Q1 2013, Feb 2013,, Current Analysis, IT Service Providers Focus on Mobile Apps and Security, Nov 2012

‘LEADER’ in Forrester Wave: Enterprise Mobility Services, Q1 2013

‘LEADER’ in Current Analysis Competitive Threat Index for Global IT Service Provider Mobility

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Offering PortfolioIndustry Solutions


MobileFirst Application & Data Platform

Str

ateg

y &

Des

ign

Ser

vice

s



Develo

pm

ent &

Inte

gratio

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ervices



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Time

E-mailCalendar

BYOD


MobileEnterprise

Transformation

Stage 1

Stage 2

Stage 3


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IBM MaaS360: IBM MobileFirst Mobility Management Platform

Comprehensive Mobile Security

Complete Mobility Management

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Integrated Platform for All Your Mobile Assets

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Time

E-mailCalendar

BYOD


MobileEnterprise

Transformation

Stage 1

Stage 2

Stage 3


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IBM Worklight (and IBM Bluemix Mobile) – the IBM MobileFirst Application and Data Platform

Accelerate Web, Native, and Hybrid Development

• Rich infrastructure, enabling developer focus on business• Preview, simulation, and testing tools for shortening

development lifecycle• Mechanisms to industrialize app development• Team work facilitation and development lifecycle tools

Facilitate App Security and Trust• Server-enforced authentication• App authenticity and user-app-device binding• Secure and syncable on-device storage• App version enforcement

Engage Users with the Enterprise• Mobile-friendly enterprise integration • Codeless integration• Unified push and SMS notifications• Geo-location and context collections and intelligence

Support Mobile Operations• Operational analytics with efficient data acquisition • Offline and online event management integration• Remote user and app control without MDM

"Best Mobile Development Solution"

as voted by SIIA members for 2013 CODiE Awards

"Best Mobile Development Solution"

as voted by SIIA members for 2013 CODiE Awards

Speeding the development, integration and management of mobile applications

“Best Enterprise Mobility Application Development Platform" by Compass Intelligence for 2014 Mobility Awards

“Best Enterprise Mobility Application Development Platform" by Compass Intelligence for 2014 Mobility Awards

“IBM Worklight goes beyond mobile app UI creation. It delivers mobile-optimized,

standards-based, middleware and tools for enterprise-grade mobile applications and

services creation.”

“IBM Worklight goes beyond mobile app UI creation. It delivers mobile-optimized,

standards-based, middleware and tools for enterprise-grade mobile applications and

services creation.”

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IBM Worklight – the IBM MobileFirst Application and Data PlatformIntegrated mobile app development with continuous delivery

Application Center

Quality AssuranceApplication Scanning

Development Development Continuous DeliveryContinuous Delivery

Studio Console

Server Runtime

Application ScanningDetect code vulnerabilities at the time of development

Quality AssuranceCollect beta test feedback, crashes and analyze user sentiment

Foundation Development, Runtime, Operations Console & Private Store

Application ScanningDetect code vulnerabilities at the time of development

Quality AssuranceCollect beta test feedback, crashes and analyze user sentiment

Foundation Development, Runtime, Operations Console & Private Store

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VIDEO - ClickSoftware: “You write your code in HTML 5, Java and that’s it, the rest of it is being taken care by Worklight ” – Moshe BenBassat, CEO, ClickSoftware

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OperationalizeIntegrated DevOps

for Mobile

OperationalizeIntegrated DevOps

for Mobile

DevelopObtain Insight

Manage

Deploy

Instrument

Integrate

Test

Scan & Certify

Design

IBM MobileFirst application life cycle

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IBM UrbanCode Release and Deploy solutions

• IBM UrbanCode Release

Transforms error-prone and chaotic release planning into streamlined release events, replacing spreadsheets with a collaborative solution that eliminates breakdowns in communication

• IBM UrbanCode Deploy

Orchestrates and automates the deployment of applications, middleware configuration, and database changes into development, test and production environments.

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Versioned Artifacts

QAEnvironment

Production Environment

Development Environment

Artifacts Artifacts Artifacts

Execute Against Execute Against Execute Against

QARelease

ProductRelease

Development Release

Application Blueprint

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Mobile apps aggregate business function from many sources

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Share with developers

3

Create, assemble and define an API

1

Manage growth & analyze results

4

Secure & scale the API

2

IBM API Management

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“Companies need tools and expertise to manage and integrate APIs, leverage location intelligence and customer data, and then seamlessly extend their services to reach their customers via the cloud and mobile devices,” Roger Pilc, Chief Innovation Officer for Pitney Bowes.

Pitney Bowes extends its business with IBM API Management

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Time

E-mailCalendar

BYOD


MobileEnterprise

Transformation

Stage 1

Stage 2

Stage 3


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25% of mobile apps are used only once

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IBM Customer Experience Management (formerly Tealeaf)Visibility into the customer mobile experience to improve conversions and grow revenue

Automatically detects customer struggles, obstacles or issues

Drills down into actual user behavior, complete with gestures

Translates customer feedback into actionable improvements

Correlates customer behavior with network and application data

Automatically detects customer struggles, obstacles or issues

Drills down into actual user behavior, complete with gestures

Translates customer feedback into actionable improvements

Correlates customer behavior with network and application data

Heatmaps

Link AnalyticsF

orm

Ana

lytic

s Attention M

aps

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IBM (CEM) Tealeaf enables Herbalife to extend customer experience optimization to the fastest growing segment - mobile

IBM (CEM) Tealeaf enables Herbalife to extend customer experience optimization to the fastest growing segment - mobile

Challenges To maintain strong growth while delivering world-class

customer experience online including mobile channel, Herbalife needs a solution that allows them to solve customer struggles quickly and efficiently.

Solution Deployed IBM Tealeaf CEM solutions to provide

complete insight into customer online behaviors including mobile channel

Benefits Herbalife uncovered 20 to 30 significant issues

effecting 1-15% of its users.

Uncovered and fixed a cookie issue that effected $38.5 to $123.2 million in orders from booking over the year

Allowing Herbalife to be strategic and proactive in adapting the site to the ever changing customers’ needs

“I thanked my CFO for letting us buy Tealeaf, this is the single best IT investment we ever made. Most tools when we buy them we are lucky if we get 30% of the ROI we anticipated, in the first year we got 100% of the ROI and more!”

Chris Morris, Senior VP of Distribution Herbalife

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IBM Customer Experience Management is central to IBM DevOps for Mobile.

“One-star ratings kill companies. A fickle user base with many competing options makes reacting to feedback essential. Continuous Feedback and Optimization using IBM Tealeaf helps monitor user sentiment and usage, letting teams react to poor feedback before it spirals.”

“One-star ratings kill companies. A fickle user base with many competing options makes reacting to feedback essential. Continuous Feedback and Optimization using IBM Tealeaf helps monitor user sentiment and usage, letting teams react to poor feedback before it spirals.”

RTW Mobile

IBM Build Forge

IBM UrbanCode Deploy IBM UrbanCode Release

IBM Customer Experience Management (formerly Tealeaf)

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IBM Customer Engagement ManagementEngage with your clients in real-time

Simple Push andSMS Messaging

Encourageapp usage

Rich Push Notifications and Inbox

In-AppNotifications

App Push or SMSPush Messaging

Introduce promotions or products

Overcome cart abandonment

Deliver customer service messages

BroadcastNarrowcast1:1 cast

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties,

expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

Magic Quadrant for Mobile ApplicationDevelopment PlatformsIan Finley, Van L. Baker, Ken Parmelee, David Mitchell Smith, Ray Valdes, Gordon Van HuizenAug 7, 2013

This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The full report is available at http://ibm.co/13TU2Dm

Gartner has recognized IBM as a leader in the Magic Quadrant for Mobile Application Development Platforms

“As unprecedented numbers of enterprises build mobile applications, themobile application development platform market continues to grow andevolve rapidly.”

“As unprecedented numbers of enterprises build mobile applications, themobile application development platform market continues to grow andevolve rapidly.”

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Apple-IBM Partnership

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Why IBM?

Award winning mobility expertise

Industry leading services portfolio

Thousands of MobileFirst clients

Award winning technologies for building and managing mobile apps

Partnerships with key mobile device manufacturers like Apple.

Global breadth of resources and infrastructure to keep pace with the dynamics of your business.

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Next Steps

1. Join me in the Social Café to continue the conversation.

2. Visit the MobileFirst website at: www.ibm.com/mobilefirstwww.ibm.com/mobilefirst

3. Download additional Mobility content from the tablets in the Social Café.

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www.ibm.com/mobilefirstwww.ibm.com/mobilefirst

Think Mobile, First

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© Copyright IBM Corporation 2013. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have

the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities

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Learn more at: www.ibm.com/mobilefirst

Put Your Business In Motion

Mobile

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