Today we live in “always on, always connected” world, and use mobile for almost everything. On our smartphone we get answers to so many questions like “I am hungry, where can I quickly grab a bite”, “it’s time to buy new car, which model & dealer I should go for”, “I am excited for my date, where can I get new outfit”. We do all such research before making any purchase.
Mobile is now considered as the Swiss Army knife of shopping, used multiple times in multiple ways during the customers’ paths to purchase.
With BYOD – bring your own device policies, employees are also flocking to mobile. If you find that employees have to log off from one application to access data from another, then you can automate that process. If you’re seeing systems lag due to overuse at one time of day, perhaps the work can be better distributed over time. Consider using mobile big data to look at traffic flow and use patterns to find opportunities to streamline tasks.
On an average we have more than 250 mobile moments a day.
More than 50 percent of companies expect to use mobile as their primary business platform within three years.
Starbucks has used Mobile for their Digital Transformation as they process millions of loyalty card transactions and payments via mobile.
Airbus is using mobile technologies to deliver insight directly to maintenance engineers on the ground, which helps maximize flight time and revenue.
Some of the questions they should answer before embarking on mobile:
- Do we really need a mobile app?
- How their website should look on the mobile?
- Should they have different language support considering geographies of customers?
Smartphones are becoming key players in the decisions that people make. The businesses they visit, social activities they engage in, routes they take in traffic and connections they have to brands are all managed on smartphones. You can also get a wealth of qualitative data about how people behave from mobile devices, making them crucial in real-time big-data projects.
Today mobile is not just a channel but also used to collect data from Internet of Things & wearables and provide insights for next best action.
Some examples are:
- Your Fitbit device captures the data from your daily activity, which shows you are not walking enough due to cold weather. Further it gives you a huge discount from a nearby gym to sign up.
- Sensors data from telematics or car engines are collected on mobile and Insurance companies are applying Big Data Analytics for optimal premium calculation.
- Your Smart home refrigerator sends you alerts for short supply.
- Operate your home from the smartphone
- Apple, PayPal, Samsung and many others have enabled mobile for payment.
By creating and monitoring meaningful metrics like churn rate, customer satisfaction, operational efficiency, your organization can grow its understanding of business processes and engage with customers in more meaningful ways.