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Right-Time Experiences: Driving Revenue with Mobile and Big Data

ISBN: 978-1-118-84735-0
320 pages
October 2014
Right-Time Experiences: Driving Revenue with Mobile and Big Data (1118847350) cover image

Description

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

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

In the past, the technologies used to deliver personalized and contextual services were either unavailable, unaffordable, or reserved solely for the consumer market. Today, however, the next wave of computing—mobile, cloud computing. big data, and analytics—has provided the foundation for businesses to create adaptive, personalized applications and services. Delivered point-of-need, these smarter services allow enterprise products and services to meet the burgeoning demand for always-connected, accurate, and real-time information. Right Experience, Right Results: Improving Profits, Margin, and Engagement with Mobile and Big Data is your guide to the new way of doing things. The book includes:

  • Real world examples that illustrate how companies across various industries are creating better business processes by integrating new technologies
  • A three step action plan for getting started and overcoming obstacles
  • An electronic checklist with numerous actions that help get you up and running with incorporating mobile, big data, and analytics
  • A guide to drawing insight from mobile, social, and other sources to create richer experiences

If you're a CEO, chief marketing officer, marketing director, or business manager, Right Experience, Right Results gives you everything you need to harness technology to breathe new life into your business.

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Table of Contents

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 Experiences 53

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 Experience 81

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 Experience 128

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 Phases 173

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

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Author Information

MARIBEL LOPEZ founded Lopez Research, LLC in 2008 to research how technology trends such as mobile, big data, social media, and cloud computing will transform business. Her clients include firms of all sizes, from start-ups through Fortune 500 companies. Maribel is frequently quoted in publications such as the Wall Street Journal and BusinessWeek, and she has appeared as a guest on CNN, CNBC, and NPR.

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