When mobile matters more than your

When mobile matters more

than your website.

“There's no longer any real distinction between strategy and the design of the user

experience.

The

last, best experience that anyone has anywhere becomes the minimum

expectation for the experience they want everywhere

and the quality of that experience

is entirely dependent on the use of individualized information”.

5.6

Billion

1 Trillion

41%

2013

2014

2015



Mobile has vastly changed how individuals

communicate, share and even live



Mobile is now ready to change how we run the

enterprise, governement and even how we work



The double revolution of Mobile and Analytics

sparks the Individual Enterprise

The Individual Enterprise

How mobility redefines business

15 v5.1

The four characteristics of the Individual Enterprise

 Mobility compresses time between identifying situations and taking action

 Mobility drives a step change in productivity growth

 Mobility allows fundamental redesign of the enterprise

 Mobility dynamically

reconfigures workflow around every individual

 Mobility stimulates skill acquisition and sharpens career focus

 Mobility empowers individuals to create their own work experience

Creates new value Unleashes empowered employees

 Mobility amplifies analytics value through real-time situational understanding

 Mobile analytics brings intelligence to every action in the moment

 Mobile analytics accelerates the return on investment of information

 Mobility redefines operating models

 Mobility is the foundation of new models of engagement

 Mobility shifts design to optimize for the end-user

Designed first for mobile Powered by analytics

AMS Road Show - Living the CAMS Dream…Value to our Clients and our Own Path…

© 2014 IBM Corporation

Apple + IBM

Relationship

Opportunity & Challenge

How to improve productivity of government workers

while providing job flexibility?

How to speed up the local economy and reduce the

barriers to working with government?

How to increase citizen engagement and satisfaction

with government, while simultaneously reducing

channel costs?

Citizen to Government

Business to

Government

Employee to

Government

Three sets of customer relationships in a digital Government

creates unique opportunities and challenges

What questions need to be asked?

How to get started – readiness assessment,

capability assessment, personas and journey

mapping, strategy etc.. – “back to business”.

How can mobile increase effectiveness in service

delivery?

How can mobile improve operational efficiency and

ROI?

How to leverage mobile to create a mobile first

IBM has worked with Air Canada since 2008 to deliver innovative projects as

their strategic mobile partner.

What good apps do for your customers.

Air Canada: Transforming Employee Interactions

Air Canada Ground Handling – Real-time Staff Management

Solution:

 Targeted at above and below the wing ground handling staff.

 Easy-to-use interface with full-colour screens, optimal layout and both visual and physical alerts that enable users to easily interact with the airlines day-of-operation staff management tool.

 Provides the ability to receive updates and alerts in real time without user intervention.

 The browser-based application is delivered over the air and leverages existing web infrastructure and provides a maintenance and support model that does not require updates to be downloaded to individual devices

ING/Tangerine Canada:

Solution:

 Orange Snapshot gives mobile consumers a complete and simplified view of all their accounts, bill payment and email money transfers, in two easy clicks.

 Customers can easily and securely access their ING DIRECT account information from within Facebook

 First in Canada to offer remote cheque deposit.

 Average project duration is 6 weeks.

Evolving Mobile

Skyrockets to the most-downloaded

free app in Canada.

Locator



Restaurant finder

Before IBM

2008

Timmy Me is released by two guys in

Saskatchewan. The app has no affiliation with

Tim Hortons.

Evolving Mobile

2010

Tim’s purchases the unofficial app to protect their branding and reputation. IBM is engaged.

2011

Original app retired

Strategy

 2-year mobile roadmap

Copyrighted app released, adding:

Secure Account

 Check Tim Card balance

Brand  Contact Us

Maintenance Support

 5-year steady-state program

 Minor enhancements and defect support

 After-hour support for critical production situations

2012/13

Implementing mobile strategy

Multiple releases: Locator

 Restaurant finder

Secure Payment/Account

 Tim Card payments, including passbook integration

 Real-time Tim Card balance

 Reload and access to transaction history

 Merge twocard balances

Coffee Experience

 TimmyRun with friends and coworkers (including integration with the desktop version)

 Product menu and nutrition info

Social and Engagement

 Integrated with contests and games

 Check in to Facebook or Tweet from app

Analytics and Software

 Statistic tracking tags to determine what functionality is most used, in which OS, etc. (localitics)

 Reduced app size

Evolving Mobile

2014

Restaurant 3.0: Increasing speed of service and capacity

Mobile incentives and rewards drive a higher usage for mobile by engaging users in gamification, social media and digital

engagement.

New-to-mobile payment users

One in five non-mobile payment users said that they would be more likely to use mobile payments if they received preferential treatment at retailers or coupons for future purchases that could be stored on their phones.

Savvy mobile payment users

More than half of the respondents who currently make mobile payments said they were highly likely to pay by phone more often if they were offered instant coupons, reward points, or priority customer service from retailers when buying by phone.

Slide for Internal Use Only

IT

Business

Mobile

Loyalty

Big Data

Social

Solution:

 Extends debit payment capabilities to mobile devices.

 Establishes Interac as a credible and important mobile payment player and develops a new source of revenue.

 Reduces the effort of Interac’s financial institution clients in developing their mobile payments offering and speeds up the development of the mobile payment ecosystem in Canada.

Interac

Making customer mobile debit payment an option for

Interac’s clients

National Rent-a-Car

About to return? We are expecting you. Allow us to give

you directions.

Arriving soon? How do you get to the lot? Did you know you are

using your corporate account for this rental, and your profile is out

IBM Key Mobile Ingredients

Where are you?

3 horizons of mobile maturity …

Strategy

• Mobile strategy: • Vision • Solution

• Infrastructure (joint with GTS)

Software

• Mobile Device Management (MDM): • Fiberlink MaaS360

Support

• Wireless build-out to enable B2E mobility • MDM design/implementation services • Hosted exchange mail/mobile collaboration

Strategy

• Custom app development and design (native, hybrid) • Omni-channel design and user experience

• Testing services

• Integration with backend

Software

• Worklight • Security:

• AppScan (app security), • Trusteer (transaction security) • ISAM (network security) • Testing:

• Mobile QA, Rational Test Workbench

Support

• MDM: Project-based services to expand for content and app management

• Managed MDM services

• Integration services for access management with MDM

Strategy

• Business process transformation

Software

• Customer engagement

•Tealeaf CX Mobile (analytics) •Xtify (push notification) •Now Factory (for CSPs) • Business process management • Dev/Ops (e.g., Urban Code)

Support

• MDM: Project-based services to add containerization

• Managed Worklight Services • Managed Wireless Networks • Managed Unified Communications /

Collaboration Mobile Services

Horizon 1

Horizon 2

What questions need to be asked?

How to get started – readiness assessment,

capability assessment, personas and journey

mapping, strategy etc.. – “back to business”.

How can mobile increase effectiveness in service

delivery?

How can mobile improve operational efficiency and

ROI?

How to leverage mobile to create a mobile first