SlideShare ist ein Scribd-Unternehmen logo
1 von 40
Downloaden Sie, um offline zu lesen
BEYOND GAMES
Using Mobile Payments
to JUMP-START
Customer Engagement
YOUR PRESENTERS
2
Jason Miller
Digital / Mobile Practice Leader
Expert in:
Digital and Mobile Strategy, Software Product
Development, Innovation
Bill Klos
Senior Architect
Expert in:
Cloud and Web Services, Beacon Sensors
and Internet of Things, Technology and
Systems Architecture
WHO WE ARE
We’re a business consulting and technology solutions company that’s been
around for more than 15 years and we’re building a company that will be here for
100 more.
3
‘99: Year
Founded
750+
Consultants
13 Locations 32+ Practice Areas
Business Consulting,
Technology Solutions,
Industry Areas, Digital
106 Million USD
(2015 revenue)
Boston; Charlotte;
Chicago; Cincinnati–
Dayton; Cleveland;
Columbus; Indianapolis;
Louisville; Miami;
Seattle; St Louis;
Tampa; Gurgaon, India
BOLD VISION
to span
100 years
AGENDA
1. State of Mobile
2. Conquering App Fatigue
3. Get Started with Mobile Payments – 5 Steps
4. Examples
5. Closing Thoughts
MOBILE BACKGROUND
5
 Adoption of smart phones & mobile apps has grown faster
than any technology in history
 Millions of apps in existence
MOBILE USAGE GROWTH
6
 Mobile usage trends over the last 10 years
 Mobile browser growth rate declining
 Apps used 7x more frequently than browser and 20x more time spent
https://medium.com/@sm_app_intel/mobile-app-industry-revenue-statistics-wheres-the-money-come-from-82581a45186d#.9n9blwbk6
APP FATIGUE
7
 App downloads are slowing down
 Establishing audiences is harder
 Value is creating loyalty
AGENDA
1. State of Mobile
2. Conquering App Fatigue
3. Get Started with Mobile Payments - 5 Steps
4. Examples
5. Closing Thoughts
ENGAGE CUSTOMERS
Challenges and implications of low customer engagement
10
MOBILE PAYMENTS:
Trends and Statistics
11
ENGAGE CUSTOMERS
With Mobile Payments
12
GAMING
APPS
BEYOND
GAMING
APPS
BUSINESS
APPS
GAMING APPS
Companies that have embraced mobile payments
13
 Social Networking, Music and Games
contribute to nearly half of the total
time spent on mobile apps
 Game developers have monetized
mobile apps faster than any other
industry ($58 billion in 2016)
 They’re cool, fun and addictive
BEYOND GAMING APPS
Businesses that are using mobile payments for customer engagement
14
 Uber, Lyft , AirBnB and Starbucks
recognized as industry leaders at
monetizing their mobile users
 They provide a useful service for
busy customers on-the-go
 Creating stickiness and loyalty with
customers
 Not technology or software
companies
 Using mobile payments to position
their brand as an innovator in the
marketplace
BUSINESS APPS
Business apps have a history of falling short
15
 Failure to engage business
customers on a mobile platform
 Difficulty in deriving dollars and
transactions from mobile users
 Not reimagining their mobile
customer experience fast enough
 Failing to change their approach to
meet and exceed customer’s mobile
expectations
 Not providing the opportunity for bi-
directional, real-time, interactive
relationships with mobile users
AGENDA
1. State of Mobile
2. Conquering App Fatigue
3. Get Started with Mobile Payments – 5 Steps
4. Examples
5. Closing Thoughts
STEP 1:
Recognize there’s a problem
18
STEP 2:
Dare to be innovative
19
Explore a few
examples of new
business models
using mobile
payments
Embrace the
solution: mobile
payments
DARE TO BE INNOVATIVE
A few thoughts on mobile payments for business customers
20
Business process management can really help automate and improve business
payment processes
MOBILE CHECK DEPOSIT
PAYMENT/RECEIVABLES PROCESSING
MOBILE PAYMENTS:
Why they matter
21
 More secure
 Convenient and transactional
 Higher customer loyalty
 Higher conversion %
 Lower abandonment
 Cash and plastic are going digital
 No heavy investment in
e-Commerce tools
 Ripe for innovation
STEP 3:
Get the executive team on board
22
 Scalable solutions with minimal
upfront investment
 Ability to evolve business model
 Innovation without cannibalization of
core business
 Respond to new market startups
 Technology is a requirement for
customer interaction
STEP 3:
Get the executive team on board
23
 Driving more dollars through mobile,
clearer view of ROI
 Lack of in-house expertise requires
working with reputable partners
 Extend the life of back-office IT
systems
 Better digital apps and tools provide
customers a better experience
 Customer touchpoint provide
engagement
STEP 4:
Determine the approach you want to take
24
DO YOU NEED A
NEW APP OR DO
YOU ENHANCE
YOUR EXISTING
APP?
DO YOU NEED A NEW APP?
25
DO YOU ENHANCE YOUR APP?
26
 Offer in-app payments
 Extend your e-commerce system
to mobile
 Loyalty program rewards and
promotional offers
STEP 5:
Choose your partners
27
Are Marketing &
IT teams aligned?
Do we need
to work with
a partner?
Do we have
the internal
skills for this?
MARKETING & IT ALIGNMENT
28
INTERNAL SKILLS?
29
DO WE NEED A PARTNER?
30
 Third party payment processor
 Mobile development services provider
 Know what to look for in a partner
AGENDA
1. State of Mobile
2. Conquering App Fatigue
3. Get Started with Mobile Payments - 5 Steps
4. Examples
5. Closing Thoughts
BUSINESS TO EMPLOYEE
Mobile Payments are Disrupting
Corporate Social Responsibility
32
Cash, credit cards and wallets are
going digital. Innovative mobile
payment technologies are bringing
new speed and convenience to
charitable giving programs.
Results:
• Centric Connect app enables 700+
employees to make financial
donations using Apple Pay and
Android Pay to non-profit
organizations
• Increased # of downloads 237%
• Increased # of active users 41%
BUSINESS TO CONSUMER
Document, ID Card and Check Data
Capture and Processing
Emergency Medical Transportation
provider wanted to prototype a next
generation digital platform for
capturing new customer enrollment
forms, driver license and forms of
payment for checks and credit cards
in the field.
Results:
• Working with A2iA Mobility software,
prototype was successful at scanning
paper checks. Square implemented
for credit card processing
• Scanning customer enrollment forms
had mixed results
3333
BUSINESS TO CONSUMER
In-App Mobile Payments Increased Revenue and
Customer Engagement for Grocery Retailer
3434
National grocery retailer was
looking for a mobile-first solution
for expanding its customer loyalty
program and driving more dollars
and transactions into lower cost
channels.
Results:
• Increased number of customers
using the app and higher frequency
of usage
• Customer lifetime value and market
basket size were higher on mobile
app than website
BUSINESS TO BUSINESS
MasterCard Launches B2B Mobile Payments App
3535
The MasterCard Commercial Network
App connects B2B buyers and
suppliers to help them enhance
efficiency by providing them with
services such as extended payment
terms, exclusive discounts, free
advertising as well as:
• Availability of a merchants and
products directory
• A “Pay Now” option for businesses to
collect payments faster (companies
receive payment in about two days)
• Security features via MasterCard
SecureCode technology
AGENDA
1. State of Mobile
2. Conquering App Fatigue
3. Getting Started with Mobile Payments
4. Examples
5. Closing Thoughts
THREE THINGS TO DO TODAY
to find out!
3737
MAP:
your customer journey
IDENTIFY:
where customers
are falling out of sales process
RETHINK: the customer
journey using mobile payments
MAP
Your Customer Journey
3838
 Helps identify gaps in your understanding of customer’s experience
 Provides high impact feedback
 Share the importance of customer-focused approach with colleagues
IDENTIFY
Where Customers are Falling Out of the Sales Process
3939
 Identify customer touchpoints across
the end-to-end journey
 Emphasize touch points where
customers are abandoning the
process
 Where are customers taking a pause
and evaluating their experience or
making a crucial decision
 Harder – but more important – for
B2B scenarios with multiple
stakeholders in the purchase decision
RETHINK
The Customer Journey Using Mobile Payments
4040
 Helps facilitate purchase decision
 Delivers seamless, streamlined
payment experience
 “Cost to serve” at most
appropriate time
Here’s what you learned today…
● Mobile app usage is growing, but users are pickier. How to engage them:
1) Think about what your customers like – Try new things to get their attention.
2) Learn from experience – Gaming, and some business apps, have figured it out.
● Business apps benefit from mobile payments, too. Five steps to get started:
1) Recognize there’s a problem – Is your mobile app outdated?
2) Dare to be innovative – Embrace mobile payments as a creative solution.
3) Get the executive team on board – Explain the investment and value.
4) Determine the approach you want to take – Enhance or develop a new app?
5) Choose your partners – Do you have the internal skills or need help?
● Not sure if mobile payments are right for you? Find out by doing this:
1) MAP your customer journey to IDENTIFY where customers are falling out of sales
process and RETHINK the customer journey using mobile payments.
41
THANK YOU!
42
CONNECT WITH US!
CentricConsulting.com
@centric
Jason Miller
jason.miller@centricconsulting.com
@jasnmiller1

Weitere ähnliche Inhalte

Was ist angesagt?

Project Management in Agile Organizations - Agile Requirements
Project Management in Agile Organizations - Agile RequirementsProject Management in Agile Organizations - Agile Requirements
Project Management in Agile Organizations - Agile Requirements
Knowit_TM
 
Beyond DevOps: User-Centered IT
Beyond DevOps: User-Centered ITBeyond DevOps: User-Centered IT
Beyond DevOps: User-Centered IT
Jeff Sussna
 

Was ist angesagt? (20)

Two-Speed IT: Making It Work!
Two-Speed IT: Making It Work!Two-Speed IT: Making It Work!
Two-Speed IT: Making It Work!
 
Two Speed IT
Two Speed ITTwo Speed IT
Two Speed IT
 
Digital Transformation with 2 Speed IT & Agile Scrum
Digital Transformation with 2 Speed IT & Agile ScrumDigital Transformation with 2 Speed IT & Agile Scrum
Digital Transformation with 2 Speed IT & Agile Scrum
 
Agile Network India | Fueling Business Transformation with AI & ML | Rohit Ha...
Agile Network India | Fueling Business Transformation with AI & ML | Rohit Ha...Agile Network India | Fueling Business Transformation with AI & ML | Rohit Ha...
Agile Network India | Fueling Business Transformation with AI & ML | Rohit Ha...
 
Agile Network India | How to mess up a Product Backlog | Arunima Shekhar
Agile Network India | How to mess up a Product Backlog | Arunima ShekharAgile Network India | How to mess up a Product Backlog | Arunima Shekhar
Agile Network India | How to mess up a Product Backlog | Arunima Shekhar
 
Microservices in cloud-based infrastructure
Microservices in cloud-based infrastructureMicroservices in cloud-based infrastructure
Microservices in cloud-based infrastructure
 
Mx Essentials 28 oktober 2011
Mx Essentials 28 oktober 2011Mx Essentials 28 oktober 2011
Mx Essentials 28 oktober 2011
 
DevOps: What is the Right Speed?
DevOps: What is the Right Speed?DevOps: What is the Right Speed?
DevOps: What is the Right Speed?
 
Emerging Trends of Software Engineering
Emerging Trends of Software Engineering Emerging Trends of Software Engineering
Emerging Trends of Software Engineering
 
Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...
Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...
Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...
 
11 Steps to Tune Your Enterprise App Machine
11 Steps to Tune Your Enterprise App Machine11 Steps to Tune Your Enterprise App Machine
11 Steps to Tune Your Enterprise App Machine
 
The Secrets of Design-Driven Enterprises
The Secrets of Design-Driven EnterprisesThe Secrets of Design-Driven Enterprises
The Secrets of Design-Driven Enterprises
 
Agile Network India | What does it take to Transform into Product Centric IT ...
Agile Network India | What does it take to Transform into Product Centric IT ...Agile Network India | What does it take to Transform into Product Centric IT ...
Agile Network India | What does it take to Transform into Product Centric IT ...
 
[IBM Pulse 2014] #1579 DevOps Technical Strategy and Roadmap
[IBM Pulse 2014] #1579 DevOps Technical Strategy and Roadmap[IBM Pulse 2014] #1579 DevOps Technical Strategy and Roadmap
[IBM Pulse 2014] #1579 DevOps Technical Strategy and Roadmap
 
Does Agile EA Equal Agile Plus EA?
Does Agile EA Equal Agile Plus EA?Does Agile EA Equal Agile Plus EA?
Does Agile EA Equal Agile Plus EA?
 
TestOps and Shift Left
TestOps and Shift LeftTestOps and Shift Left
TestOps and Shift Left
 
Enterprise Solutions
Enterprise SolutionsEnterprise Solutions
Enterprise Solutions
 
Project Management in Agile Organizations - Agile Requirements
Project Management in Agile Organizations - Agile RequirementsProject Management in Agile Organizations - Agile Requirements
Project Management in Agile Organizations - Agile Requirements
 
TI 1641 - delivering enterprise software at the speed of cloud
TI 1641 - delivering enterprise software at the speed of cloudTI 1641 - delivering enterprise software at the speed of cloud
TI 1641 - delivering enterprise software at the speed of cloud
 
Beyond DevOps: User-Centered IT
Beyond DevOps: User-Centered ITBeyond DevOps: User-Centered IT
Beyond DevOps: User-Centered IT
 

Ähnlich wie Beyone Games: Using Mobile Payments to Jump-Start Customer Engagement

Conquering Disruption Through DT
Conquering Disruption Through DTConquering Disruption Through DT
Conquering Disruption Through DT
Ahmed Shams
 
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
RapidValue
 
Final top trends_small biztechtour
Final top trends_small biztechtourFinal top trends_small biztechtour
Final top trends_small biztechtour
SMB Group
 

Ähnlich wie Beyone Games: Using Mobile Payments to Jump-Start Customer Engagement (20)

Role of e commerce applications in business growth by amritpal singh - jul,...
Role of e commerce applications in business growth   by amritpal singh - jul,...Role of e commerce applications in business growth   by amritpal singh - jul,...
Role of e commerce applications in business growth by amritpal singh - jul,...
 
How mobile marketing automation can help you drive an omnichannel first strategy
How mobile marketing automation can help you drive an omnichannel first strategyHow mobile marketing automation can help you drive an omnichannel first strategy
How mobile marketing automation can help you drive an omnichannel first strategy
 
Conquering Disruption Through DT
Conquering Disruption Through DTConquering Disruption Through DT
Conquering Disruption Through DT
 
conquering disruption through digital transformation
conquering disruption through digital transformationconquering disruption through digital transformation
conquering disruption through digital transformation
 
Wpdigitaltransformationsdenecken 141120152132-conversion-gate01
Wpdigitaltransformationsdenecken 141120152132-conversion-gate01Wpdigitaltransformationsdenecken 141120152132-conversion-gate01
Wpdigitaltransformationsdenecken 141120152132-conversion-gate01
 
Increase Mobile Conversions- Boost your business.
Increase Mobile Conversions- Boost your business.Increase Mobile Conversions- Boost your business.
Increase Mobile Conversions- Boost your business.
 
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
Best Practices For Building Your Mobile Applications - A Whitepaper by RapidV...
 
Mobile-led innovations for Direct customer relationships
Mobile-led innovations for Direct customer relationshipsMobile-led innovations for Direct customer relationships
Mobile-led innovations for Direct customer relationships
 
Blugate mobile app
Blugate mobile appBlugate mobile app
Blugate mobile app
 
Blugate mobile app
Blugate mobile appBlugate mobile app
Blugate mobile app
 
Appscend partner program
Appscend partner programAppscend partner program
Appscend partner program
 
Snipp Webinar With Loyalty360 - The State of Loyalty in 2017
Snipp Webinar With Loyalty360 - The State of Loyalty in 2017Snipp Webinar With Loyalty360 - The State of Loyalty in 2017
Snipp Webinar With Loyalty360 - The State of Loyalty in 2017
 
Boston marketing technology group 150223 george adams vizi apps
Boston marketing technology group 150223 george adams vizi appsBoston marketing technology group 150223 george adams vizi apps
Boston marketing technology group 150223 george adams vizi apps
 
How does a mobile app fuel up business growth
How does a mobile app fuel up business growthHow does a mobile app fuel up business growth
How does a mobile app fuel up business growth
 
5 Must Haves for Launching a Successful Mobile Product
5 Must Haves for Launching a Successful Mobile Product5 Must Haves for Launching a Successful Mobile Product
5 Must Haves for Launching a Successful Mobile Product
 
Leveraging B2B mobile apps
Leveraging B2B mobile appsLeveraging B2B mobile apps
Leveraging B2B mobile apps
 
7 features of successful on demand apps, even after covid
7 features of successful on demand apps, even after covid7 features of successful on demand apps, even after covid
7 features of successful on demand apps, even after covid
 
Develop a Successful Mobile App‏
Develop a Successful Mobile App‏Develop a Successful Mobile App‏
Develop a Successful Mobile App‏
 
Betting, Big on Mobile - with Andrew Till
 Betting, Big on Mobile - with Andrew Till Betting, Big on Mobile - with Andrew Till
Betting, Big on Mobile - with Andrew Till
 
Final top trends_small biztechtour
Final top trends_small biztechtourFinal top trends_small biztechtour
Final top trends_small biztechtour
 

Mehr von Centric Consulting

Mehr von Centric Consulting (16)

How to Run a Hackathon
How to Run a HackathonHow to Run a Hackathon
How to Run a Hackathon
 
Marketing Automation Done Right 2017
Marketing Automation Done Right 2017Marketing Automation Done Right 2017
Marketing Automation Done Right 2017
 
The Art & Science of LifeCycle Marketing
The Art & Science of LifeCycle MarketingThe Art & Science of LifeCycle Marketing
The Art & Science of LifeCycle Marketing
 
DevOps: Sprinkle Dev, Sprinkle Ops, Let's make Cake, not Mud Pies
DevOps: Sprinkle Dev, Sprinkle Ops, Let's make Cake, not Mud PiesDevOps: Sprinkle Dev, Sprinkle Ops, Let's make Cake, not Mud Pies
DevOps: Sprinkle Dev, Sprinkle Ops, Let's make Cake, not Mud Pies
 
Microservices Application Simplicity Infrastructure Complexity
Microservices Application Simplicity Infrastructure ComplexityMicroservices Application Simplicity Infrastructure Complexity
Microservices Application Simplicity Infrastructure Complexity
 
Building Out Business Process Capabilities With Business Process Centers of E...
Building Out Business Process Capabilities With Business Process Centers of E...Building Out Business Process Capabilities With Business Process Centers of E...
Building Out Business Process Capabilities With Business Process Centers of E...
 
Finally, A Voice for the Enterprise!
Finally, A Voice for the Enterprise!Finally, A Voice for the Enterprise!
Finally, A Voice for the Enterprise!
 
Event-driven Architecture
Event-driven ArchitectureEvent-driven Architecture
Event-driven Architecture
 
Rise of the Wearables
Rise of the WearablesRise of the Wearables
Rise of the Wearables
 
Business Process Excellence: Building Out Business Process Capabilities
Business Process Excellence: Building Out Business Process CapabilitiesBusiness Process Excellence: Building Out Business Process Capabilities
Business Process Excellence: Building Out Business Process Capabilities
 
Metrics on the Money: The Art & Science of Change Measurement
Metrics on the Money: The Art & Science of Change MeasurementMetrics on the Money: The Art & Science of Change Measurement
Metrics on the Money: The Art & Science of Change Measurement
 
Bad metric, bad!
Bad metric, bad!Bad metric, bad!
Bad metric, bad!
 
Thinking Fast and Slow
Thinking Fast and SlowThinking Fast and Slow
Thinking Fast and Slow
 
Reclaiming Agile Development
Reclaiming Agile Development Reclaiming Agile Development
Reclaiming Agile Development
 
Micro-Location with Beacons
Micro-Location with BeaconsMicro-Location with Beacons
Micro-Location with Beacons
 
Modeling Your Applications Based on Airport Operations
Modeling Your Applications Based on Airport Operations Modeling Your Applications Based on Airport Operations
Modeling Your Applications Based on Airport Operations
 

Kürzlich hochgeladen

+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
?#DUbAI#??##{{(☎️+971_581248768%)**%*]'#abortion pills for sale in dubai@
 
Architecting Cloud Native Applications
Architecting Cloud Native ApplicationsArchitecting Cloud Native Applications
Architecting Cloud Native Applications
WSO2
 

Kürzlich hochgeladen (20)

Boost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdfBoost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdf
 
AWS Community Day CPH - Three problems of Terraform
AWS Community Day CPH - Three problems of TerraformAWS Community Day CPH - Three problems of Terraform
AWS Community Day CPH - Three problems of Terraform
 
Apidays Singapore 2024 - Scalable LLM APIs for AI and Generative AI Applicati...
Apidays Singapore 2024 - Scalable LLM APIs for AI and Generative AI Applicati...Apidays Singapore 2024 - Scalable LLM APIs for AI and Generative AI Applicati...
Apidays Singapore 2024 - Scalable LLM APIs for AI and Generative AI Applicati...
 
Real Time Object Detection Using Open CV
Real Time Object Detection Using Open CVReal Time Object Detection Using Open CV
Real Time Object Detection Using Open CV
 
DBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor PresentationDBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor Presentation
 
MINDCTI Revenue Release Quarter One 2024
MINDCTI Revenue Release Quarter One 2024MINDCTI Revenue Release Quarter One 2024
MINDCTI Revenue Release Quarter One 2024
 
Ransomware_Q4_2023. The report. [EN].pdf
Ransomware_Q4_2023. The report. [EN].pdfRansomware_Q4_2023. The report. [EN].pdf
Ransomware_Q4_2023. The report. [EN].pdf
 
TrustArc Webinar - Unlock the Power of AI-Driven Data Discovery
TrustArc Webinar - Unlock the Power of AI-Driven Data DiscoveryTrustArc Webinar - Unlock the Power of AI-Driven Data Discovery
TrustArc Webinar - Unlock the Power of AI-Driven Data Discovery
 
Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe
Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, AdobeApidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe
Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe
 
Connector Corner: Accelerate revenue generation using UiPath API-centric busi...
Connector Corner: Accelerate revenue generation using UiPath API-centric busi...Connector Corner: Accelerate revenue generation using UiPath API-centric busi...
Connector Corner: Accelerate revenue generation using UiPath API-centric busi...
 
Apidays New York 2024 - The value of a flexible API Management solution for O...
Apidays New York 2024 - The value of a flexible API Management solution for O...Apidays New York 2024 - The value of a flexible API Management solution for O...
Apidays New York 2024 - The value of a flexible API Management solution for O...
 
AXA XL - Insurer Innovation Award Americas 2024
AXA XL - Insurer Innovation Award Americas 2024AXA XL - Insurer Innovation Award Americas 2024
AXA XL - Insurer Innovation Award Americas 2024
 
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law DevelopmentsTrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments
 
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost SavingRepurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
 
+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
+971581248768>> SAFE AND ORIGINAL ABORTION PILLS FOR SALE IN DUBAI AND ABUDHA...
 
Architecting Cloud Native Applications
Architecting Cloud Native ApplicationsArchitecting Cloud Native Applications
Architecting Cloud Native Applications
 
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWEREMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
 
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
 
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...
 
Strategies for Landing an Oracle DBA Job as a Fresher
Strategies for Landing an Oracle DBA Job as a FresherStrategies for Landing an Oracle DBA Job as a Fresher
Strategies for Landing an Oracle DBA Job as a Fresher
 

Beyone Games: Using Mobile Payments to Jump-Start Customer Engagement

  • 1. BEYOND GAMES Using Mobile Payments to JUMP-START Customer Engagement
  • 2. YOUR PRESENTERS 2 Jason Miller Digital / Mobile Practice Leader Expert in: Digital and Mobile Strategy, Software Product Development, Innovation Bill Klos Senior Architect Expert in: Cloud and Web Services, Beacon Sensors and Internet of Things, Technology and Systems Architecture
  • 3. WHO WE ARE We’re a business consulting and technology solutions company that’s been around for more than 15 years and we’re building a company that will be here for 100 more. 3 ‘99: Year Founded 750+ Consultants 13 Locations 32+ Practice Areas Business Consulting, Technology Solutions, Industry Areas, Digital 106 Million USD (2015 revenue) Boston; Charlotte; Chicago; Cincinnati– Dayton; Cleveland; Columbus; Indianapolis; Louisville; Miami; Seattle; St Louis; Tampa; Gurgaon, India BOLD VISION to span 100 years
  • 4. AGENDA 1. State of Mobile 2. Conquering App Fatigue 3. Get Started with Mobile Payments – 5 Steps 4. Examples 5. Closing Thoughts
  • 5. MOBILE BACKGROUND 5  Adoption of smart phones & mobile apps has grown faster than any technology in history  Millions of apps in existence
  • 6. MOBILE USAGE GROWTH 6  Mobile usage trends over the last 10 years  Mobile browser growth rate declining  Apps used 7x more frequently than browser and 20x more time spent https://medium.com/@sm_app_intel/mobile-app-industry-revenue-statistics-wheres-the-money-come-from-82581a45186d#.9n9blwbk6
  • 7. APP FATIGUE 7  App downloads are slowing down  Establishing audiences is harder  Value is creating loyalty
  • 8. AGENDA 1. State of Mobile 2. Conquering App Fatigue 3. Get Started with Mobile Payments - 5 Steps 4. Examples 5. Closing Thoughts
  • 9. ENGAGE CUSTOMERS Challenges and implications of low customer engagement 10
  • 11. ENGAGE CUSTOMERS With Mobile Payments 12 GAMING APPS BEYOND GAMING APPS BUSINESS APPS
  • 12. GAMING APPS Companies that have embraced mobile payments 13  Social Networking, Music and Games contribute to nearly half of the total time spent on mobile apps  Game developers have monetized mobile apps faster than any other industry ($58 billion in 2016)  They’re cool, fun and addictive
  • 13. BEYOND GAMING APPS Businesses that are using mobile payments for customer engagement 14  Uber, Lyft , AirBnB and Starbucks recognized as industry leaders at monetizing their mobile users  They provide a useful service for busy customers on-the-go  Creating stickiness and loyalty with customers  Not technology or software companies  Using mobile payments to position their brand as an innovator in the marketplace
  • 14. BUSINESS APPS Business apps have a history of falling short 15  Failure to engage business customers on a mobile platform  Difficulty in deriving dollars and transactions from mobile users  Not reimagining their mobile customer experience fast enough  Failing to change their approach to meet and exceed customer’s mobile expectations  Not providing the opportunity for bi- directional, real-time, interactive relationships with mobile users
  • 15. AGENDA 1. State of Mobile 2. Conquering App Fatigue 3. Get Started with Mobile Payments – 5 Steps 4. Examples 5. Closing Thoughts
  • 17. STEP 2: Dare to be innovative 19 Explore a few examples of new business models using mobile payments Embrace the solution: mobile payments
  • 18. DARE TO BE INNOVATIVE A few thoughts on mobile payments for business customers 20 Business process management can really help automate and improve business payment processes MOBILE CHECK DEPOSIT PAYMENT/RECEIVABLES PROCESSING
  • 19. MOBILE PAYMENTS: Why they matter 21  More secure  Convenient and transactional  Higher customer loyalty  Higher conversion %  Lower abandonment  Cash and plastic are going digital  No heavy investment in e-Commerce tools  Ripe for innovation
  • 20. STEP 3: Get the executive team on board 22  Scalable solutions with minimal upfront investment  Ability to evolve business model  Innovation without cannibalization of core business  Respond to new market startups  Technology is a requirement for customer interaction
  • 21. STEP 3: Get the executive team on board 23  Driving more dollars through mobile, clearer view of ROI  Lack of in-house expertise requires working with reputable partners  Extend the life of back-office IT systems  Better digital apps and tools provide customers a better experience  Customer touchpoint provide engagement
  • 22. STEP 4: Determine the approach you want to take 24 DO YOU NEED A NEW APP OR DO YOU ENHANCE YOUR EXISTING APP?
  • 23. DO YOU NEED A NEW APP? 25
  • 24. DO YOU ENHANCE YOUR APP? 26  Offer in-app payments  Extend your e-commerce system to mobile  Loyalty program rewards and promotional offers
  • 25. STEP 5: Choose your partners 27 Are Marketing & IT teams aligned? Do we need to work with a partner? Do we have the internal skills for this?
  • 26. MARKETING & IT ALIGNMENT 28
  • 28. DO WE NEED A PARTNER? 30  Third party payment processor  Mobile development services provider  Know what to look for in a partner
  • 29. AGENDA 1. State of Mobile 2. Conquering App Fatigue 3. Get Started with Mobile Payments - 5 Steps 4. Examples 5. Closing Thoughts
  • 30. BUSINESS TO EMPLOYEE Mobile Payments are Disrupting Corporate Social Responsibility 32 Cash, credit cards and wallets are going digital. Innovative mobile payment technologies are bringing new speed and convenience to charitable giving programs. Results: • Centric Connect app enables 700+ employees to make financial donations using Apple Pay and Android Pay to non-profit organizations • Increased # of downloads 237% • Increased # of active users 41%
  • 31. BUSINESS TO CONSUMER Document, ID Card and Check Data Capture and Processing Emergency Medical Transportation provider wanted to prototype a next generation digital platform for capturing new customer enrollment forms, driver license and forms of payment for checks and credit cards in the field. Results: • Working with A2iA Mobility software, prototype was successful at scanning paper checks. Square implemented for credit card processing • Scanning customer enrollment forms had mixed results 3333
  • 32. BUSINESS TO CONSUMER In-App Mobile Payments Increased Revenue and Customer Engagement for Grocery Retailer 3434 National grocery retailer was looking for a mobile-first solution for expanding its customer loyalty program and driving more dollars and transactions into lower cost channels. Results: • Increased number of customers using the app and higher frequency of usage • Customer lifetime value and market basket size were higher on mobile app than website
  • 33. BUSINESS TO BUSINESS MasterCard Launches B2B Mobile Payments App 3535 The MasterCard Commercial Network App connects B2B buyers and suppliers to help them enhance efficiency by providing them with services such as extended payment terms, exclusive discounts, free advertising as well as: • Availability of a merchants and products directory • A “Pay Now” option for businesses to collect payments faster (companies receive payment in about two days) • Security features via MasterCard SecureCode technology
  • 34. AGENDA 1. State of Mobile 2. Conquering App Fatigue 3. Getting Started with Mobile Payments 4. Examples 5. Closing Thoughts
  • 35. THREE THINGS TO DO TODAY to find out! 3737 MAP: your customer journey IDENTIFY: where customers are falling out of sales process RETHINK: the customer journey using mobile payments
  • 36. MAP Your Customer Journey 3838  Helps identify gaps in your understanding of customer’s experience  Provides high impact feedback  Share the importance of customer-focused approach with colleagues
  • 37. IDENTIFY Where Customers are Falling Out of the Sales Process 3939  Identify customer touchpoints across the end-to-end journey  Emphasize touch points where customers are abandoning the process  Where are customers taking a pause and evaluating their experience or making a crucial decision  Harder – but more important – for B2B scenarios with multiple stakeholders in the purchase decision
  • 38. RETHINK The Customer Journey Using Mobile Payments 4040  Helps facilitate purchase decision  Delivers seamless, streamlined payment experience  “Cost to serve” at most appropriate time
  • 39. Here’s what you learned today… ● Mobile app usage is growing, but users are pickier. How to engage them: 1) Think about what your customers like – Try new things to get their attention. 2) Learn from experience – Gaming, and some business apps, have figured it out. ● Business apps benefit from mobile payments, too. Five steps to get started: 1) Recognize there’s a problem – Is your mobile app outdated? 2) Dare to be innovative – Embrace mobile payments as a creative solution. 3) Get the executive team on board – Explain the investment and value. 4) Determine the approach you want to take – Enhance or develop a new app? 5) Choose your partners – Do you have the internal skills or need help? ● Not sure if mobile payments are right for you? Find out by doing this: 1) MAP your customer journey to IDENTIFY where customers are falling out of sales process and RETHINK the customer journey using mobile payments. 41
  • 40. THANK YOU! 42 CONNECT WITH US! CentricConsulting.com @centric Jason Miller jason.miller@centricconsulting.com @jasnmiller1