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- Wiley
More About This Title Right-Time Experiences: Driving Revenue with Mobile and Big Data
English
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 technologiesA three step action plan for getting started and overcoming obstaclesAn electronic checklist with numerous actions that help get you up and running with incorporating mobile, big data, and analyticsA guide to drawing insight from mobile, social, and other sources to create richer experiencesIf 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.
English
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.
English
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
