Right-Time Experiences (eBook)

Driving Revenue with Mobile and Big Data

Maribel Lopez (Autor)

eBook Download: EPUB

2014 | 1. Auflage
320 Seiten
John Wiley & Sons (Verlag)
978-1-118-94289-5 (ISBN)

Infos

Grasp how mobile, big data, and analytics are combining tochange business processes

Right Experience, Right Results: Improving Profits, Margin,and Engagement with Mobile and Big Data illustrates howbusinesses can use mobility, big data, and analytics to enhance orchange business processes, improve margins through better insight,transform customer experiences, empower employees with real-time,actionable insight, and more. The book depicts how companies cancreate competitive differentiation using mobile, cloud computingbig data, and analytics to improve commerce, customer service, andcommunications with employees and consumers.

In the past, the technologies used to deliver personalized andcontextual services were either unavailable, unaffordable, orreserved solely for the consumer market. Today, however, the nextwave of computing--mobile, cloud computing. big data, andanalytics--has provided the foundation for businesses tocreate adaptive, personalized applications and services. Deliveredpoint-of-need, these smarter services allow enterprise products andservices to meet the burgeoning demand for always-connected,accurate, and real-time information. Right Experience, RightResults: Improving Profits, Margin, and Engagement with Mobile andBig Data is your guide to the new way of doing things. The bookincludes:
* Real world examples that illustrate how companies acrossvarious industries are creating better business processes byintegrating new technologies
* A three step action plan for getting started and overcomingobstacles
* An electronic checklist with numerous actions that help get youup and running with incorporating mobile, big data, andanalytics
* A guide to drawing insight from mobile, social, and othersources to create richer experiences

If you're a CEO, chief marketing officer, marketing director, orbusiness manager, Right Experience, Right Results gives youeverything you need to harness technology to breathe new life intoyour business.

Autor

MARIBEL LOPEZ founded Lopez Research, LLC in 2008 toresearch how technology trends such as mobile, big data, socialmedia, and cloud computing will transform business. Her clientsinclude firms of all sizes, from start-ups through Fortune 500companies. Maribel is frequently quoted in publications such as theWall Street Journal and BusinessWeek, and she hasappeared as a guest on CNN, CNBC, and NPR.

Inhalt

Preface xi

Acknowledgments xvii

Part I Adapt or Fail 1

Chapter 1 The Future Is Here 5

We Are Living in a Connected World 7

Cloud Computing Enables New Entrants and Business Models 13

Mobile and Social Change Engagement 20

Social, Mobile, and IoT Create Big Data 22

Delivering New Experiences 23

Summary 25

Notes 26

Chapter 2 Marching Backwards into the Future 29

Three Issues Stall Change 30

Finding Your Blind Spots 36

Taming the Beast of External Risks 41

Summary 49

Notes 50

Part II Why Right-Time Experiences Are Key 51

Chapter 3 New Realities Demand New Right-Time Experiences53

Contextual Computing Leads to Insight 56

Adaptive Makes Interactions Personal 68

Connected Makes Interactions Actionable 73

Hertz Drives RTEs 74

Right-Time Experiences Don't Happen Overnight 77

The 3 Cs of Right-Time Experience 78

Summary 79

Notes 80

Chapter 4 Communications in a Right-Time Experience81

Communications Move from Generic to Contextual 81

New Devices Change Communications Opportunities 83

Communications Builds a Bridge to Commerce 94

Improve the Quality of Civic Life 108

Summary 115

Notes 115

Chapter 5 Care in a Right-Time Experience 117

Mobile Extends Options and Information to Everyone 117

Closing the Deal Faster 120

Enhance and Transform Customer Care Experiences 121

Using IoT to Improve the Employee and Customer Experience128

Transform the Organization with New Options 129

Curing Cancer with Cognitive Computing 131

Big Data and Mobile Deliver Predictive Knowledge 135

Respond to Problems and Opportunities in Real Time 138

Summary 139

Notes 140

Chapter 6 Commerce in a Right-Time Experience 143

Mobile and Context Change Commerce 143

RTEs Change B2B Commerce 156

The Role of Big Data in Commerce 166

Summary 169

Notes 169

Part III How to Prepare for Change 171

Chapter 7 Evolve to Right-Time Experiences in Three Phases173

Define a Mobile-Enablement Strategy 174

Evolve to a Mobile-Enabled RTE Business 188

Phase 1 190

Phase 2 191

Phase 3 195

Summary 197

Notes 198

Chapter 8 Understanding the Components of the Technical Plan:Mobility 199

What's Part of the Plan? 199

Building Mobile-First Applications 208

How Much Does It Cost? 221

Palador's Application Cost Estimate Framework 223

Summary 227

Notes 228

Chapter 9 Understanding the Components of the Technical Plan:Big Data 229

How Big Data Helps Deliver Better Outcomes 229

The Business Case for Big Data 230

The Challenge of Big Data 234

Summary 254

Notes 254

Chapter 10 Engage and Empower Employees 257

Use Mobile, Social, and Big Data to Recruit 258

Build a Training Plan 263

Engage Employees with Games 266

Get IT on Board and Drive Change 272

Be Open to Creating New Roles or Expanding Roles 274

Summary 280

Notes 281

Chapter 11 Closing Thoughts 285

About the Author 289

Index 291

Produkt-Details

• Erscheint lt. Verlag: 19.9.2014
• Sprache: englisch
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: Business & Management • Business & Management Special Topics • Management • Spezialthemen Wirtschaft u. Management • Wirtschaft u. Management
• ISBN-10: 1-118-94289-2 / 1118942892
• ISBN-13: 978-1-118-94289-5 / 9781118942895