A Vision for the Perfect Mobile Customer Experience

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1) The document discusses a vision of the future where companies can achieve a "perfect customer experience" through mobile technology and big data. 2) It notes that mobile will be the central way customers interact with companies and that mobile usage has surpassed web usage. 3) The document argues that companies must leverage mobile customer data and analytics platforms in order to understand customers and deliver personalized, relevant experiences across different channels like mobile.

Technologie Business

A Vision
into the
Future!
!
Kontagent!
Konnect 2013

The perfect customer experience is
Omnipresent, Relevant and Intimate

Achieving the perfect customer experience is
going to happen sooner than you think

Objective
Trend #1!
Mobile Changes
Everything!

Mobile will be the center of the
perfect customer experience

“A few years from now,
every single person who
works at Facebook is
going to be working on
mobile almost exclusively”

- Bret Taylor 2011

Facebook CTO

Objective
!
Q1 2013!
More Mobile than
Web Users!

Objective
!
The Mobile Dilemma!
Mobile Contributing
to 100% Growth!

Objective
!
Monetization “Gap”!
Mobile Monetizing at
25% of Web!

Some existing companies have
embraced the change…

Objective
!
Massive!
Opportunity!
25% Mobile Revenue!
In 2012!

Objective
!
Uber!
Growing Faster
than Ebay!

Data will drive the perfect customer experience

Objective
Walmart!
Personalization!
With Big Data!

Mobile is generating more Omnipresent, Relevant,
and Intimate customer data than any
touchpoint

The leading companies will fully leverage mobile
and data to deliver the perfect
customer experience

…and traditional
web analytics
tools alone are
not enough
Most companies
don’t understand
mobile and data
well enough…

Objective
Data Store
and Data
Science
Platform!
Data
Applications!
Customer-Centric Data Platform!
Data Apps!
Data Products!
!
Platform!
!
Behavioral Data!
CRM!
Advertising Data!
More….!
!
Data Infrastructure!
Data Science!
More…!
Analytics!
Testing & Targeting!
Recommendations!
More…!
!
Customer
Data!
!

Objective
People!
Objective
Process!
Mobile Customer Intelligence!
Objective
Platform!

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A Vision for the Perfect Mobile Customer Experience

1. A Vision into the Future! ! Kontagent! Konnect 2013

2. Imagine a future where…

10. “The perfect customer experience”

11. The perfect customer experience is Omnipresent, Relevant and Intimate

12. Achieving the perfect customer experience is going to happen sooner than you think

13.

14. Objective Trend #1! Mobile Changes Everything!

15. Mobile will be the center of the perfect customer experience

16. “A few years from now, every single person who works at Facebook is going to be working on mobile almost exclusively” - Bret Taylor 2011 Facebook CTO

17. Objective ! Q1 2013! More Mobile than Web Users!

18.

19. Objective ! The Mobile Dilemma! Mobile Contributing to 100% Growth!

20. Objective ! Monetization “Gap”! Mobile Monetizing at 25% of Web!

21. Some existing companies have embraced the change…

22. Objective ! Massive! Opportunity! 25% Mobile Revenue! In 2012!

23.

24. Objective ! Uber! Growing Faster than Ebay!

25.

26. Objective ! Trend #2! Big Data!

27. Data will drive the perfect customer experience

28.

29. Objective LinkedIn! Data Products!

30.

31. Objective Walmart! Personalization! With Big Data!

32. Mobile is generating more Omnipresent, Relevant, and Intimate customer data than any touchpoint

33. The leading companies will fully leverage mobile and data to deliver the perfect customer experience

34. …and traditional web analytics tools alone are not enough Most companies don’t understand mobile and data well enough…

35.

36. Objective Mobile Customer Intelligence!

37. Objective Platform!

38. Objective Data Store and Data Science Platform! Data Applications! Customer-Centric Data Platform! Data Apps! Data Products! ! Platform! ! Behavioral Data! CRM! Advertising Data! More….! ! Data Infrastructure! Data Science! More…! Analytics! Testing & Targeting! Recommendations! More…! ! Customer Data! !

39. Objective Process!

40. Objective People!

41. Objective People! Objective Process! Mobile Customer Intelligence! Objective Platform!

42. …the future is now