Service2Media and SDL - CX Management and mobile apps

1. SDL and Service2Media join
forces for dynamic mobile app
solutions
Svante Nilsson, Group Alliances Director, SDL
Peter Broekroelofs, CTO, Service2Media
This webinar has not started yet!

2. • Welcome
• 45 minutes
• Everyone is on mute
• Please direct questions you
have via Chat box or Q&A
• Webinar will be recorded
• Webinar material will be
made available
Housekeeping

3. Optimizing CXM for the world’s top brands
3

4. Defining Global Customer Experience Management
4
CXM is a strategy and practice for managing customer experiences
online and offline to acquire, retain, and turn customers into satisfied,
loyal brand advocates and ambassadors.

5. Three business requirements for Global CXM
5
Align your
organization across
channels, markets,
languages and teams
Create relevant
experiences for your
customers, regardless
of channel
Understand your
audiences’
interests and
motivations

6. SDL Global CXM capabilities
6

7. The multi-device experience

8. 8
Supporting your CX Strategy
with Sustainable Mobile Apps
SDL Webinar, October 8 2013
Peter Broekroelofs
Founder & CTO

9. 9
Vatican City, Pope announcement
2005
2013
Michael Sohn / AP
Luca Bruno / AP

10. Copyright © 2008-2013 SDL plc. All rights reserved. All company names, brand names, trademarks,
service marks, images and logos are the property of their respective owners.
This presentation and its content are SDL confidential unless otherwise specified, and may not be
copied, used or distributed except as authorised by SDL.

11. 1
Supporting your CX Strategy
with Sustainable Mobile Apps
SDL Webinar, October 8 2013
Peter Broekroelofs
Service2Media
Founder & CTO

12. PUT PEOPLE FIRST,
NOT TECHNOLOGY
2
Source: Forrester, A Systematic
Approach to Mobile Strategy, May 2012

13. COMPANY FACTS
Incorporation: August 2005
Total staff: 130 FTE
Locations:
• NL: Enschede (HQ, R&D)
• NL: Amersfoort (sales)
• UK: London (sales)
• Spain: Barcelona (R&D)
• US: New York (sales)
• UAE: Dubai (sales)
• Ukrain: Charkov (PS)
3

14. • Large enterprises
Global 2000 and market leaders in each of their geographies and verticals
• Enterprise Software Vendors
Complementing their software stacks as “mobile presentation layer” for CMS, ERP and CRM.
• Development partners and system integrators
Offering development, implementation and management services for app development on M2Active
GLOBAL CLIENTS & PARTNERS

15. COMPANY PURPOSE
Solving the challenges of
mobile app development
for enterprises with our App
Lifecycle Platform and
Professional services.
5

16. 6
2010:
USERS
START WITH
MOBILE FIRST
2013: ENTERPRISES
START WITH
MOBILE FIRST

17. WHY ENTERPRISES
COME TO US
THE APP LIFECYCLE
PLATFORM™

18. BUSINESS CHALLENGES
AND M2ACTIVE OBJECTIVES
• Multi-channel communications
• Omni-channel customer journey
• Branding
• From nice to have to must have
• My brand in customer’s pocket
• Direct relationship with user (less brokers)
• More frequent contact moments
• Short time to market
M2Active:
Increases customer experience by delivering high user experience
Add smart apps to your smart phone
• Customer Engagement
• Interaction and graphical designs
• Fast
• Online/offline
• Personalization
• Content relevancy
• Context aware
• Measurement / conversion
• Geo tagging
• Push messages

19. OS and device
fragmentation
Gap in development
disciplines
Manageability and security
of mobile initiatives
9
IT CHALLENGES
AND M2ACTIVE OBJECTIVES
Standardization and
lifecycle management
Accelerate development
cycle
Productivity tools for
multi OS app development

20. 10
A GOOD APP STRATEGY REQUIRES AN …
Sample: App Roadmap
App Core
Functionality
Personalization
Location
Interaction
Sample: Device Roadmap
Push
Video
Transaction
Sensoring
Augmentation
APP DEVELOPMENT PLATFORM
THATHIDESMULTIDEVICECOMPLEXITY

21. SUPPORTING YOUR CX STRATEGY
11
Multiple
OS’s
Multiple
Brands
Multiple
Languages
Multiple
Form Factors
• iOS
• Android
• Windows Phone 8
• BlackBerry
• Brand 1
• Brand 2
• Brand 3
• Brand 4
• NL
• UK
• GR
• Arabic
• Phone
• Tablet
• Landscape/Portrait
• Screen Size
SDL Tridion oData
Connector

22. 1212
• Design Apps Once
• Deploy Apps on Multiple Devices
• Evolve Apps Throughout their Lives
• Efficient multi OS app development
• High user experience
• Enterprise grade
SERVICE2MEDIA
APPLIFECYCLE
PLATFORM

23. EFFECTIVE ACROSS THE FULL APP LIFECYCLE
13

24. APP DEVELOPMENT PARADIGMS
14
User Experience
HYBRID WEB
NATIVE CONTAINER
HTML CODE
DEVICE API
NATIVE
NATIVE CONTAINER
DEVICE API
NEAR-NATIVE
NATIVE CONTAINER
M2ACTIVE API
M2ACTIVE APP
WEB
DEVICE API
BROWSER
WEB BROWSER
HTML CODE
DEVICE API
NEAR-NATIVE

25. 15
POWERFUL TOOLS FOR POWERFUL APPS

26. PLATFORM, PROCESS, PEOPLE
Advanced app solutions | 16
PEOPLE
PROCESS
PLATFORM

27. CASE: ACHMEA APP FACTORY
17
Selection Criteria:
• Multi-platform development
• User experience
• Lifecycle management/continuous integration
• Back-end data integration
• Security
• SAP Mobile Platform (SUP) integration
• Financial services company
• HQ in The Netherlands
• 20+ billion Euro revenue
• 22.000 employees across Europe
• 13 brands
Need: app platform for strategic App Factory
to develop and manage B2C and B2E app
portfolio and roadmap
Result: M2Active basis for App Factory.
20 people trained. Multiple apps delivered.
Massive investment in 2013.

28. M2ACTIVE
STUDIO
DEMO
BRIDGING THE
GAP BETWEEN
DESIGNER AND
DEVELOPER

29. Advanced app solutions | 19

30. MORE INFORMATION
Advanced app solutions | 20
• Request demo for SDL Tridion –
S2M integrated solution
• Download SDL Tridion Connector
leaflet from Service2Media Partners
sections website
• Contact Service2Media at
info@service2media.com

31. Advanced app solutions | 21
Peter Broekroelofs
pbroekroelofs@service2Media
Thank you!