Put Your Business in Motion. Become a Mobile Enterprise.

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Put your business in motion. Become a

mobile enterprise.

Graham Churchill

IBM MobileFirst Solutions Leader

IBM Canada Ltd.

[email protected]

Dare to enact original ideas

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5 Trends Impacting Business

Mobile is about transacting business96% year to year increase in mobile cyber Monday sales between 2013 and 2012

90% of users use multiple screens as channels come together to create integrated experiences

Mobile is driving a need for continuous brand experience

Insights from mobile data create new opportunities75% of mobile shoppers take action after receiving a location based messages

91% of mobile users keep their device within arm’s reach 100% of the time

Mobile is now a primary channel 1

4

3

Mobile enables the Internet of Things Global Machine-to-machine connections will increase from 2 billion in 2011 to 18 billion at the end of 20225

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Leading organizations see that mobile is fundamentally

altering how they compete

“Mobile is moving to a point where it is a fundamental way we do business.

The value proposition for mobile will be that it is embedded in what we do. In 5 –

10 years we will look back and wonder what all the fuss was.”

Director Strategy an Planning, Global IT, Automotive

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Leading organization are acting on the opportunity

Leverage Industry

Transformations

Drive Revenue and Productivity

Transform the

Value Chain

Deepen

Engagement

Deliver Contextually

Relevant Experience

BusinessCustomers Partners Employees

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Business to Consumer

• Improved customer satisfaction

• Deeper customer engagement and loyalty

• Increased sales through personalized offers

• Customer service

• Competitive differentiator

• Improve brand perception

• Deeper insight into customer buying behavior for up sell and cross sell

• Improved buying experience with mobile concierge services

Business to Enterprise

• Extend existing applications to mobile workers

• Increased worker productivity

• Faster business processing

• Increased employee responsiveness and decision making speed

• Reduced fuel, gas, or physical asset maintenance costs

• Increase revenue through sales engagements

• Resolve internal IT issues faster

• Reduce personnel cost (utilizing personal owned instead of corporate issued devices)

Two broad areas of focus

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Fragmentation of devices and platforms

Speed and frequent iteration of the mobile

lifecycle and continuous delivery

Connectivity to back-end systems

and cloud

Security to protect corporate data

and managing BYOD

Mobile Context taking advantage of unique

capabilities such as geo-location

Delivering high quality apps and rapidly incorporate customer feedback

Mobile has unique challenges

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Industry Solutions

IBM & Partner Applications

Application & Data Platform

Str

ate

gy &

De

sig

n S

erv

ice

s

Cloud & Managed Services

Devices Network Servers

De

ve

lop

me

nt &

Inte

gra

tion

Se

rvic

es

Management AnalyticsSecurity

Banking Insurance Transport Telecom GovernmentRetail Healthcare Automotive

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Spectrum of mobile app development approaches

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z

Operations

Back-end

Mobile apps need to go

deeper than front-end UI

Front-end

30% of the value

and effort is

visible

(mobile UI)

70% of the value

and effort

lies under

the surface

Short time to market

Web? Hybrid?

Native?

Teamwork

Industrialize dev

Integrate with SDLC

Ensuring continued

support in a quick-

changing

landscape

Track problems that

affect UX

Manage and

enforce app

versions

Security

Data

protection

Push

upgrades

App

security

User

authentication

User engagement

Connect to back-end

Efficient and flexible

push notifications

Offline availability

B2E app distribution

Track and leverage

location

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IBM Worklight FoundationAccelerate Web, Native, and Hybrid

Development• Rich infrastructure, enabling developer focus on business

• Preview, simulation, and testing tools for shortening

development lifecycle

• Mechanisms to industrialize app development

• Team work facilitation and development lifecycle tools

Facilitate App Security and Trust• Server-enforced authentication

• App authenticity and user-app-device binding

• Secure and syncable on-device storage

• App version enforcement

Engage Users with the Enterprise• Mobile-friendly enterprise integration

• Codeless integration

• Unified push and SMS notifications

• Geo-location and context collections and intelligence

Support Mobile Operations• Operational analytics with efficient data acquisition

• Offline and online event management integration

• Remote user and app control without MDM

"Best Mobile Development Solution"as voted by SIIA members for 2013 CODiE Awards

IBM Worklight Foundation: Speeding the development, integration and

management of mobile applications

“Best Enterprise Mobility Application Development Platform"

by Compass Intelligence for 2014 Mobility Awards

“IBM Worklight goes beyond mobile app UI

creation. It delivers mobile-optimized,

standards-based, middleware and tools for

enterprise-grade mobile applications and

services creation.”

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The IBM Worklight PlatformIntegrated mobile app development with continuous delivery

Application Center

Quality AssuranceApplication

Scanning

Development Continuous Delivery

Studio Console

Server Runtime

Application ScanningDetect code vulnerabilities at the

time of development

Quality AssuranceCollect beta test feedback, crashes

and analyze user sentiment

FoundationDevelopment, Runtime, Operations

Console & Private Store

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties,

expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

Magic Quadrant for Mobile Application

Development Platforms

Ian Finley, Van L. Baker, Ken

Parmelee, David Mitchell Smith, Ray

Valdes, Gordon Van Huizen

Aug 7, 2013

This Magic Quadrant graphic was published by

Gartner, Inc. as part of a larger research note and

should be evaluated in the context of the entire

report. The full report is available at

http://ibm.co/13TU2Dm

Gartner has recognized IBM as a leader in the Magic Quadrant for

Mobile Application Development Platforms

“As unprecedented numbers of

enterprises build mobile applications,

the mobile application development

platform market continues to grow and

evolve rapidly.”

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VIDEO - ClickSoftware: “You write your code in HTML 5, Java

and that’s it, the rest of it is being taken care by Worklight ”– Moshe BenBassat, CEO, ClickSoftware

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MobileApplications

(Web, Hybrid, Native)

MultichannelWeb Browser

A complete mobile strategy needs to consider all channels

MobileWeb

Browsers

Smartphone

• Aggregate multiple

applications

• Content management

• Personalized for roles

• Take full advantage of the device

and its ecosystem

• Dedicated, task focused app

• Integrates with device

capabilities (e.g. camera)

• App store presence

Desktop

Tablet

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IBM WebSphere Portal Framework – Delivers multichannel content and

experiences

• Aggregate and Integrate with your back-end

content, including Web content management

• Provide single client record

• Allow seamless migration between web

browser channels

• Personalize to a user's role, preferences, and

behavior across channels and devices

• Provide authentication across channels

• Support end-user customization

• Measured and optimize using analytics

• Be aware of what device is requesting

information

• Adapt presentation and functionality

according to the device

One common framework for multichannel, multi-device web

browser experiences

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Multichannel Web Experiences - ThemesLook and Feel

Page Navigation

Page Layout

Control the look and feel, page navigation and layout of a web experience

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Responsive Web Design

Web design that automatically responds to the resolution, device, orientation

Flexible images and elastic layouts

Different views enabled via CSS media queries

What is it?

Single site/theme/content for multiple devices

Provides optimal web experience

Enhanced usability

Future proof

What are the benefits?

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IBM Worklight and IBM WebSphere Portal work together

Native Container

Web Content

Native Container

Web Content

Device Capabilities

Device Capabilities

IBM WorklightAccess devices specific

capabilities (camera, contacts, etc...)

App Store PresenceApplication management

Mobile Notifications

WebSphere PortalUI, application(s),

content, Access to Portal services

(roles, personalization, customization)

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IBM MobileFirst application life cycle

OperationalizeIntegrated DevOps

for Mobile

Develop

Obtain Insight

Manage

Deploy

Instrument

Integrate

Test

Scan & Certify

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Costly, error prone manual and duplicative

processes

CHALLENGES

Instability due to managing multiple configurations and

versions

Slow deployment to development and test

environments

Operations/Manufacturing &

Support

Software & Product

Development

Customers Line of Business/Product Managers

Why organizations are unable to deliver software effectively

Knight Capital lost

$440 million in 45

minutes due to a mis-

configured release

A bad software upgrade

at RBS Bank left

millions unable to access

money for 4 days

New Zealand’s biggest

phone company, Telecom

paid out $2.7 million to

47,000 customers after a

software glitch

1 2 3

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IBM UrbanCode release and deploy solutions

• IBM UrbanCode Deploy orchestrates and

automates the deployment of applications,

middleware configuration, and database changes

into development, test and production

environments.

• IBM UrbanCode Release transforms error-prone

and chaotic release planning into streamlined

release events

• UrbanCode solutions help clients:

Reduce errors:

Improve productivity:

Faster time-to-market:

Compliance and auditability:

Versioned Artifacts

QAEnvironment

Production Environment

Development Environment

Artifacts Artifacts Artifacts

Execute Against Execute Against Execute Against

QARelease

ProductRelease

Development Release

Application Blueprint

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DevOps for MobileAccelerate Delivery focusing on quality and user experience

One-star ratings kill companies. A fickle user base with

many competing options makes reacting to feedback

essential. Continuous Feedback and Optimization using

Tealeaf helps monitor user sentiment and usage, letting

teams react to poor feedback before it spirals

Build DeployFunctional

TestAcceptance

TestApp Store

RTW Mobile

IBM Build Forge

IBM UrbanCode Deploy IBM UrbanCode Release

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UrbanCode solutions deliver measureable business results

International Investment FirmDriving Down Costs

Release process required considerable effort

and delayed by manually-introduced errors

Solution: Automated release process

Results: Cost avoidance of over $2.3M/year,

reduced release time from 2-3 days to

1-2 hours and virtually eliminated test team

down-time

Higher EducationSpeeding Time-to-Market

Agile development teams constrained by

slow deployment to dev and test environments

Solution: Accelerate deployment by enabling

development teams to self deploy with

automation

Results: Deployments cut from hours

to minutes and a greater number

of servers with fewer resources

SaaS Software ProviderReducing Risk

Difficulty managing multiple customer configurations

and versions of software deployed across servers

Solution: Automate managing configuration and

version deployment

Results: Execute customer specific releases,

reduced deployment outages by over 90%

Online RetailerSpeeding Time-to-Market

Significant delays getting application

changes to production

Solution: Scaled up continuous deployment

Results: Deployment time reduced by

over 95% with easy scale and deploying

to over 250 servers within 2 months

of implementation

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25% of mobile apps are used only once

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IBM Tealeaf CX MobileVisibility into the customer mobile experience to improve conversions and grow revenue

Automatically detects customer

struggles, obstacles or issues

Drills down into actual user

behavior, complete with

gestures

Translates customer feedback

into actionable improvements

Correlates customer behavior

with network and application

data

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IBM Tealeaf heatmaps and link analytics

Actionable usability analytics for

mobile web w/ cxOverstat

Heatmap

Link Analytics

Form Analytics

Attention Map

Attention MapsLink Analytics

Form Analytics Heat Maps

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IBM Tealeaf enables Herbalife to

extend customer experience

optimization to the fastest growing

segment - mobile

Challenges To maintain strong growth while delivering

world-class customer experience online

including mobile channel, Herbalife needs a

solution that allows them to solve customer

struggles quickly and efficiently.

Solution Deployed IBM Tealeaf CEM solutions to provide

complete insight into customer online behaviors

including mobile channel

Benefits Herbalife uncovered 20 to 30 significant issues

effecting 1-15% of its users.

Uncovered and fixed a cookie issue that

effected $38.5 to $123.2 million in orders from

booking over the year

Allowing Herbalife to be strategic and proactive

in adapting the site to the ever changing

customers’ needs

“I thanked my CFO for letting us buy Tealeaf, this is the

single best IT investment we ever made. Most tools when

we buy them we are lucky if we get 30% of the ROI we

anticipated, in the first year we got 100% of the ROI and

more!”

Chris Morris, Senior VP of Distribution Herbalife

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Great mobile apps engage usersIBM Customer Engagement Management (formerly Xtify)

Marketer Customer

Collectdata that augments each

customer profile

Analyzedata to find actionable

insights

Decideon the best interaction for

each customer

Delivermessages, content and

offers and capture reactions

Managebudgets and processes

and measure results

• Mobile Push

Messaging

• Passbook/Wallet

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1. Encourage app usage

Xtify use cases for retail

Native Simple Push and SMS Messaging

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Rich Push Notifications and Inbox

1. Encourage app usage

2. Introduce new promotions or products

Xtify use cases for retail

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1. Encourage app usage

2. Introduce new promotions or products

3. Overcome cart abandonment

Xtify use cases for retail

In-AppNotifications

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1. Encourage app usage

2. Introduce new promotions or products

3. Overcome cart abandonment

4. Deliver customerservice messages

Xtify use cases for retail

App Push or SMSPush Messaging

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Xtify enables multiple levels of customer engagement

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Government Retail

Financial

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Xtify usage spans a variety of industries*

*Other industries include publishing, CPG, and more

Create a reliable communications channel for service alerts and promotional messages. For example, customer statements, past due messages and delinquency status.

Enables traditional, online and mobile retailers to send highly relevant offers, product information and service alerts directly to their customers' smartphone and tablet applications - even when the app is closed.

Enables travel brands to send highly relevant messages directly to their customers' smartphones and tablets at the right time and in the right place. Travelers can be targeted with content before, during and after a trip.

Create a reliable communications channel for service alerts and important messages. For example, constituents can be sent civic alerts and status notices.

Travel & Hospitality

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Mobile apps aggregate business function from many sources

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The convergence of Mobile, Cloud, Social and Analytics is fueling

hyper-growth of API-centric, business as-a-service economies

Exploding and Interconnected

Digital Universe

33% of all new business

software spending will be

Software as a Service

1 billion

workers

will be

remote or

mobile

1 trillion connected

objects (cars,

appliances,

cameras)

1B Mobile

Internet users

30% growth of

3G devices

Embracing New Technologies,

Adopting New Business Models

Mobility

Cloud / Virtualization

Social Business

Bring Your

Own IT

Large existing IT

infrastructures

with a globalized

workforce, 3rd

party services,

and a growing

customer base

30 billion RFID tags

(products,

passports,

buildings,

animals)

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Companies need to put in place a complete API management strategy

Addressing both API creation and consumption

Creation Consumption

• Assembly• Transformation• Rationalization

• Discovery• Composition• Deployment

Assets & Services

Application End Points

Grow revenue through

new channels

Deliver a differentiated

customer experience

External APIs

Partner APIs

Internal APIs

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Share with developers

3

Create, assemble and define an API

1

Manage growth & analyze results

4

Secure & scale the API

2

IBM API ManagementA Complete API Management Solution

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“Companies need tools and expertise to manage and integrate APIs, leverage location intelligence and customer data, and then seamlessly extend their services to reach their customers via the cloud and mobile devices,”

Roger Pilc, Chief Innovation Officer for Pitney Bowes.

Pitney Bowes extends its business with IBM API Management

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1. Think of Mobile as a primary channel

2. Integrate Mobile as a core part of your business processes

3. Exploit Mobile’s differences – everywhere access, engagement, etc.

4. Look at how Mobile and APIs can help you execute a new business strategy

5. Prepare now – put in place a platform to help you execute your mobile strategy

6. Consider IBM as your Mobile partner.

How to become a mobile enterprise

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