Over the past two decades, we have come to recognize that powerful economic, social, and technological forces are transforming our world in ways that few people really understand. IOT, big data, the fusion between physical and digital environments, the focus on customer experience are revolutionizing how companies are organized and do business. Platform-oriented business is the new way to be successful in a phygital world.
6. Connected life, smartphone addiction
How often do you use a smartphone while…
74% Nightoutwithfriends
68% WatchingTV
60% Eatingatrestaurant
42% BusinessMeeting
35% Crossingroads
20% Driving
High digital mobile penetration – Italy top right
*Source:ATKearney
*Source:Deloitte
>30%
lookupsmartphoneinthe 5
minbeforesleeping
68%
checkphoneseven
withoutnotifications
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7. Omnichannel…but Mobile first
VisitsVFIT
>70 mio interactions/month 90% are digital
88%
1%
3%
3% 6%
Website,app,msite
Socialmedia
WebandMobilechat
CallCenter
Retailshops
Totalvisits/interactions(VFIT)
Q314
Deskto
p
Q315
Msite App
Q316
Msite +
App
Mobile Skyrocketing
*Source:VodafoneITinternaldata
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8. Mobile: a quantum leap in the relationship
How many times customers interact with the different touchpoints?
A window open into the life of your customers,
to engage in a much more systematic,intimate and personalized conversation
8*Source:VodafoneItalydata
13. Starting with trust: CARE program
13
Connectivity
NETWORK GUARANTEE
Always in control
EXTREME TRUST
Reward Loyalty
PERSONALIZED REWARDs
Easy Access
ALWAYS AVAILABLE, HUMAN TOUCH
14. Today: Mobile app the platform for…
Omnichannel, Phygital, Personalized experience
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21. Big Data to create value….
21
Suggested
Device Upgrade
Current Device
and Data Usage
Most used Apps
Hobby &
Passions:
Info on other
apps
Best contact
method
22. …simplify and enrich experiences
Omnichannel customer journeys analysis Predictive and proactive interactions
Understanding the directions and amount of customer
journeys flows
Predict customer next steps to anticipate needs
22
Give back value