Who should own the customer journey? | (Econsultancy: Understanding the Customer Journey: More Than Just Online)

Who should own the customer journey? | Econsultancy.

Published 4 May, 2015 by David Moth @ Econsultancy

David Moth is Social Media Manager at Econsultancy. You can follow him on Twitter or connect via Google+ and LinkedIn

All marketers know that managing and optimising the customer journey is important, but who is in charge of it at your organisation?

Does anyone own the customer journey? And if not, who should take responsibility?

Success is very much dependent on getting this right by defining clear governance, roles and responsibilities, and ensuring there is a high degree of collaboration internally.

This is one of the themes investigated in our new report, Understanding the Customer Journey: More Than Just Online, published in association with ResponseTap.

The research shows that companies are five times more likely to identify marketers as being in the driving seat than any other teams, such as customer insight, sales or customer support.

Agencies are even more likely to point to marketers, with nearly three in five (58%) saying that customer journey ownership falls under their remit.

Which single department is primarily responsible for owning the customer journey within your / your clients’ organisation(s)?

It’s a group effort

Though marketers generally take responsibility for the customer journey, it’s obviously not a solo effort.

When it comes to contributing to an organisation’s understanding of the customer journey, behind marketing (70%) there’s a fairly even split between the other teams, with customer service support (43%), sales (42%) and analytics (39%) being among the biggest contributors.

Perhaps unsurprisingly, for B2B respondents, sales is the second most likely department to contribute to this.

Which business departments within your / your clients’ organisation(s) contribute to your understanding of the customer journey?

More often than not, organisations are fraught with a myopic culture: it’s all about optimising individual touchpoints and not the end-to-end experience.

Having this rather narrow focus sometimes distorts reality to the point that companies think they are delivering an outstanding experience when customers actually see it as mediocre at best.

Only by getting cross-functional teams together to identify pain points and come up with solutions as a group can organisations drive change.

Multichannel journey

The research shows that digital marketing and ecommerce teams are twice as likely to drive initiatives aimed at understanding the customer journey as their traditional or offline counterparts.

In an ideal world this would be more of a collaborative effort, but that’s clearly not the case as less than a third (31%) of responding organisations indicated that there’s an even mixture between the two.

Delving deeper into the data revealed that digital-focused respondents (either exclusively or mainly) are significantly more likely to say that digital teams are chiefly responsible for optimising customer journeys – 66% and 49% respectively compared to only 12% of those who are not focused on digital.

Which part of your business (or your clients’ businesses) is chiefly responsible for driving initiatives aimed at understanding the customer journey?

Common barriers

According to a McKinsey report, the number of digital touchpoints on the path to purchase is increasing by a fifth annually.

It stands to reason, therefore, that just over a third of company respondents (35%) cited the complexity of CX/number of touchpoints as a key barrier to understanding the customer journey.

Silos are also a common problem, both in terms of disparate data sets (32%) and the organisational structure (28%).

What are the greatest barriers preventing your organisation (or your clients) from gaining a better understanding of the customer journey?


Ubisoft voit ses ventes sur mobile décoller au premier trimestre | FrenchWeb.fr

Ubisoft voit ses ventes sur mobile décoller au premier trimestre | FrenchWeb.fr.

Les jeux pour terminaux mobiles commencent à représenter une part non négligeable des revenus d’Ubisoft. La firme a publié un chiffre d’affaires de 96,6 millions d’euros sur le premier trimestre de l’année fiscale 2015-2016, clos le 30 juin dernier. Il était de 809,7 millions d’euros au troisième trimestre de son exercice fiscal précédent. Un ralentissement anticipé par l’éditeur, qui prévoyait un chiffre d’affaires de 80 millions d’euros ce trimestre.

Certes, la Playstation 4 et les jeux  pour PC restent les deux principales sources de revenus de l’éditeur. Elles représentent respectivement 27% et 23% des recettes de la société d’origine bretonne. Toutefois, les ventes de jeux pour mobile et de produits dérivés ont fortement augmenté en un an. Elles représentent 14% du chiffre d’affaires de l’entreprise sur le premier trimestre de l’année fiscale en cours, contre seulement 1% un an plus tôt. Ces jeux pour mobiles et produits dérivés représentent une part plus importante de revenus générés que la Playstation 3 (11%), la Xbox 360 (11%), la Xbox One (11%) ou encore les Wii (3%).

Rayman Adventures sur mobile prévu pour l’automne

La firme a déjà sorti deux épisodes de Rayman adaptés aux smartphones et aux tablettes. Elle en prévoit d’en sortir un troisième cet automne, Rayman Adventures, développé par le studio Ubisoft de Montpellier. Ce jeu fonctionnera sous iOS et Android.

Ubisoft voit ses ventes sur mobile décoller au premier trimestre | FrenchWeb.fr

Ubisoft a mis l’accent sur les jeux pour mobiles depuis 2012. La société a décliné Assassin’s Creed et Prince of Persia par exemple. Auparavant l’éditeur avait laissé à la société Gameloft, dirigée par l’un des frères du pDG d’Ubisoft Yves Guillemot, le soin de développer ses jeux pour ce type de terminaux. Le modèle économique freemium est le plus courant, bien que de nouveaux modèle économiques soient testés. Au final, le segment digital représente 54,1 millions d’euros, soit 56% du chiffre d’affaires sur le premier trimestre 2015-2016, contre 23,2% l’année dernière.

Les jeux Ubisoft sont distribués dans 55 pays à travers le monde et la firme dispose de filiales dans 28 pays. Elle emploie environ 8 400 personnes. Son siège est situé à Montreuil en banlieue parisienne. Elle prévoit un chiffre d’affaires d’environ 90 millions d’euros au deuxième trimestre de l’année fiscale 2015-2016. Pour l’exercice annuel, Ubisoft prévoit un résultat opérationnel d’au moins 200 millions d’euros.

En savoir plus sur http://frenchweb.fr/ubisoft-voit-ses-ventes-sur-mobile-decoller-au-premier-trimestre/202126#xe6ZslMbWq4wQo5H.99

Mary Meeker’s Internet report 2015: Mobile commands 24 percent of time spent with media but accounts for only 8 percent of ad dollars spent

One of the most-watched digital reports of the year is out—Mary Meeker’s Internet Trends—and it shows just how much room mobile advertising has to grow. Meeker runs digital investments for top Silicon Valley venture capital firm, Kleiner Perkins Caufield and Byers, and every year she releases a comprehensive breakdownof the entire Web landscape.

Meeker looks at how people around the world use the Internet, how many are on mobile, how they spend their time online, and which companies and industries stand to gain the most.

Here’s what you should be focused on this year in digital and on mobile:

  1. Mobile Internet use is growing faster than Internet usage in general: There are 2.8 billion Internet users, up 8 percent from 2014, and 2.1 billion mobile Internet users, an increase of 23 percent.
  2. Mobile data usage rose 69 percent last year, and 55 percent of mobile data traffic is from video.
  3. In 2008, Americans spent 20 minutes a day on average with the mobile Web. This year, they spend close to three hours, more time than they spend on laptops.
  4. The mobile ad industry is still short $25 billion. Mobile commands 24 percent of time spent with media but accounts for only 8 percent of ad dollars spent.
  5. Facebook and Twitter are growing but not like they used to. Revenue per user and monthly user growth is slowing. Facebook revenue per user is at $9.36, up 29 percent over last year, but growth neared 60 percent last year. Year-over-year user growth was 13 percent last quarter, the slowest growth ever.
  6. Twitter revenue per user was $5.14, an increase of 45 percent over last year, whereas growth was 80 percent last year at this time. User growth was 18 percent, down from 25 percent a year ago.
  7. The mobile ad industry as a whole grew 34 percent year over year, while desktop digital advertising only grew 11 percent.
  8. Mobile ads are getting more motion but in short bursts. There are four new styles of ad: Pinterest’s Cinematic Pins, Vessel 5-second video ads, Facebook Carousel ads, Google Local Inventory Ads.
  9. Buy buttons equal optimized for mobile, and they have popped up across Google, Facebook and Twitter.
  10. Vertical screens and vertical content are a big deal now with 29 percent of people’s daily screen time spent looking at smartphones. Five years ago, time spent in front of such vertical-oriented screens was only 5 percent of overall viewing time.
  11. Snapchat is all about vertical ads and says users watch them until the end nine times more frequently than they watch horizontal ads in its app.
  12. Snapchat now has 100 million daily active users, and the app generates 2 billion video views a day. One event like Coachella can draw 40 million video views to Snapchat Live Stories.
  13. Facebook gets 4 billion video views a day, 75 percent of which are from phones.
  14. Pinterest is getting manlier with the number of men’s fashion pins up almost 100 percent over a year ago—car and motorcycle pins were up 120 percent.
  15. Watching video games like it’s TV is becoming a top entertainment choice. Video game streaming site Twitch has 100 million monthly users now, an increase of or 122 percent.
  16. Twitch can draw 1 million viewers at the same time.
  17. Teens continue to be trendsetters. The five most important social networks for U.S. teens, in order, are Instagram, Twitter, Facebook, Snapchat and Tumblr.
  18. E-commerce is starting to pick up, with $300 billion in spending last year representing 9 percent of retail sales. E-sales accounted for less than 1 percent of retail revenue in 1998.
  19. Alibaba, China’s e-commerce giant, has more than $350 billion worth of merchandise on its platform. Amazon has closer to $100 billion worth.
  20. Online, on-demand platforms are growing. Airbnb, for instance, has booked 35 million guests—25 million of those were in the last year. Uber drivers are up sixfold to more than 1 million. Etsy has 1.4 million sellers, up 26 percent.
  21. The average Etsy seller makes $1,400 a year. The average Airbnb host makes $7,700 a year in New York.
  22. China is huge and can be big for content. A documentary about smog, Under the Dome, got 200 million views in three days, and 41 percent came from the messaging app WeChat.
  23. WeChat can be used for government services, too, in China, where it has 550 million users.
  24. India will be the next frontier, opening opportunities for Facebook, YouTube, Twitter, LinkedIn and Amazon.

Mobile-First Will Not Be Enough | Forrester Blogs

Mobile-First Will Not Be Enough | Forrester Blogs.

Posted by Thomas Husson on April 16, 2015

The global mobile revolution is still in its early stages! Forrester forecasts that there will be nearly 3.5 billion individual smartphone users among more than 5 billion individual mobile subscribers by 2019. Mobile will clearly be the new battleground where you must win, serve, and retain your customers globally. Mobile is no longer simply a digital channel; it is an opportunity to transform customer experiences and to invent new businesses. It will be the hub of new connected experiences in mature economies but the ultimate “converged” medium in emerging ones.

To move away from simply shrinking and squeezing their desktop PC websites and ads onto mobile, many B2C marketers have embraced the notion of “mobile-first”. They are starting to design websites and marketing campaigns with mobile in mind instead of simply retrofitting their approach to mobile. More often than not, mobile-first still implies that you consider mobile as channel. While you must design with mobile in mind and adapt your content to smaller screens, this approach won’t be enough to fully address the upcoming global mobile revolution.

Marketers must now leverage mobile to transform their customer experience and to act as a catalyst for business disruption.

■  B2C Marketers must transform the overall experience to win in customers’ mobile moments . . .Marketers must stop thinking about mobile as a goal or a strategy and start thinking about how it can help them achieve their overall marketing and business objectives. Only 14% of the companies we surveyed have started down this path, and only 4% of them have allocated the resources, budget, and organization needed to undergo their own mobile mind shift. Those that are investing in the mobile mind shift are pulling ahead.

■  . . . and prepare for business disruption as mobile “eats the world.”[i]A few companies — mostly new pure plays like Airbnb, Uber, and WeChat — are using mobile to reinvent business models within existing industries. Marketing leaders should seize the opportunity to use mobile to transform their business. Why marketing leaders? Because they are, ultimately, responsible for understanding and meeting customer needs, inventing new products and services, and delivering differentiated customer experiences.

■  B2C Marketers should use mobile as a catalyst to mature their marketing programs. B2C marketing leaders should use mobile as a way to augment their marketing in all channels, to become more agile organizations, to localize their overall marketing approach, and to drive broader organizational transformation.

Clients who want to know more about this can download our latest report “The Global Mobile Revolution Is Just Beginning

 To illustrate the disruptive power of mobile phones and how they had cannibalized several markets (such as cameras, video recorders, watches, and GPS standalone devices), Benedict Evans from Andreessen Horowitz said that “mobile is eating the world.” Source: Benedict Evans, “Presentation: mobile is eating the world,” Ben-evans.com, October 28, 2014 (http://ben-evans.com/benedictevans/2014/10/28/presentation-mobile-is-eat…). Moving forward, Forrester believes mobile will disrupt not just product categories but entire industries, acting as a catalyst for business transformation.

Le temps passé sur mobile dépasse celui sur PC au Royaume-Uni – JDN

Le temps passé sur mobile dépasse celui sur PC au Royaume-Uni – JDN.

En 2011, un adulte britannique passait 31 minutes par jour en moyenne sur les devices mobiles (smartphone, tablette…). En 2015, il y consacrera 2 heures et 26 minutes par jour, soit 5 fois plus qu’en 2011, selon les estimations de budget temps média au UK publiées par eMarketer. Pour la première année, le temps passé sur mobile dépassera le temps passé en ligne via les ordinateurs (2h13min) qui continue de progresser légèrement (+3 minutes/an).
Le temps passé sur smartphone devrait encore gagner +17 minutes cette année et dépasser le temps dévolu au média radio (1h31min vs 1h23min). Le temps passé sur tablette a, quant à lui, dépassé en 2014 le temps consacré à la presse (37min vs 20min) et devrait atteindre 48min en 2015. La télévision devrait rester le premier média consommé, avec un temps passé quotidien de 3h12min, en recul de 2 minutes vs 2014.

Temps passé par média © eMarketer

En additionnant le temps passé par média, sans dédupliquer les phénomènes de multi-tasking, un Britannique aura, en 4 ans, consacré deux heures de plus aux médias majeurs : 9h34min en 2015 vs 7h38min en 2011.
Le cumul des médias digitaux représente désormais près de la moitié du budget temps média : 48,6% en 2015, contre moins d’un tiers en 2011 (31,7%).


Temps passé par média par jour © eMarketer

Three-fourths of the world’s mobile data traffic will be video by 2019

11 massive predictions about the future of mobile and mobile data | memeburn.

At this stage, telling anyone that we live in a mobile world seems more or less pointless. Our phones are hardwired into our daily lives and, for many of us, can seem more like artificial limbs than everyday devices. They’ve changed the world too. Web designers now think about how you’ll experience a site on a phone or tablet before they think about how you’ll see it on a desktop.

Apps meanwhile have gone from single function curiosities to powerful tools that allow us to do everything from hailing private cars to making investments on the fly.

Given that we’ve come so far since the first cellphone call was made 42 years ago, where are we likely headed to next?

Well, global networking powerhouse Cisco has lifted the cloth on its crystal ball and offered up its predictions for where mobile and mobile data are going in the next few years. And if it’s anywhere near right, then we’re in for some astonishing growth in both spaces.

1. Global mobile data traffic will increase nearly tenfold between 2014 and 2019

Mobile data traffic will grow at a compound annual growth rate (CAGR) of 57% from 2014 to 2019, reaching 24.3 exabytes per month by 2019.

Cisco Exabytes

2. By 2019 there will be nearly 1.5 mobile devices for every person on the planet

There will be 11.5 billion mobile-connected devices by 2019, including M2M modules—exceeding the world’s projected population at that time (7.6 billion).

Cisco devices

3. Mobile network connection speeds will increase more than twofold by 2019

The average mobile network connection speed (1.7 Mbps in 2014) will reach nearly 4.0 megabits per second (Mbps) by 2019. By 2016, average mobile network connection speed will surpass 2.0 Mbps.

4. By 2019, 4G will be 26% of connections, but 68% of total traffic

By 2019, a 4G connection will generate 10 times more traffic on average than a non-4G connection.

<center<Cisco 4G traffic

5. By 2019, more than half of all devices connected to the mobile network will be “smart” devices

Globally, 54% of mobile devices will be smart devices by 2019, up from 26 percent in 2014. The vast majority of mobile data traffic (97 percent) will originate from these smart devices by 2019, up from 88% in 2014.

6. By 2019, 54% of all global mobile devices could potentially be capable of connecting to an IPv6 mobile network

More than 6.2 billion devices will be IPv6-capable by 2019.

7. Nearly three-fourths of the world’s mobile data traffic will be video by 2019

Mobile video will increase 13-fold between 2014 and 2019, accounting for 72% of total mobile data traffic by the end of the forecast period.

Cisco Video

8. By 2019, mobile-connected tablets will generate nearly double the traffic generated by the entire global mobile network in 2014

The amount of mobile data traffic generated by tablets by 2019 (3.2 exabytes per month) will be 1.3 times higher than the total amount of global mobile data traffic in 2014 (2.5 exabytes per month).

9. The average smartphone will generate 4.0 GB of traffic per month by 2019

That’s a fivefold increase over the 2014 average of 819 MB per month. By 2019, aggregate smartphone traffic will be 10.5 times greater than it is today, with a CAGR of 60 percent.

10. By 2016, more than half of all traffic from mobile-connected devices (almost 14 exabytes) will be offloaded to the fixed network by means of Wi-Fi devices and femtocells each month

Without Wi-Fi and femtocell offload, total mobile data traffic would grow at a CAGR of 62 percent between 2014 and 2019, instead of the projected CAGR of 57 percent.

11. The Middle East and Africa will have the strongest mobile data traffic growth of any region with a 72% CAGR

This region will be followed by Central and Eastern Europe at 71 percent and Latin America at 59 percent.

Apps en 2015: 80% du temps mobile. |Thomas Husson (Forrester) Viuz

Thomas Husson (Forrester) : 5 constats et 5 tendances pour l’Apps Marketing en 2015 | Viuz.

Même si les Apps représentent 80% du temps mobile. Elles ne constituent pas la panacée pour les marques. Dans une étude publiée par Forrester, Thomas Husson analyse le cas spécifique des Apps de marque et nous livre ces 5 tendances en termes d’Apps marketing en 2015.

1- Trop d’Apps non pertinentes sont lancées

Plusieurs marques dans différentes industries ont confié à Forrester avoir lancé plus de 150 Apps ne générant que quelques centaines de téléchargements.

Parallélement des marques comme Starbucks ou Nike + training club qui a généré 16 millions de téléchargement ont réussi leur percée dans les Appstores et auprès du grand public.

Selon Forrester, il faut lancer moins d’Apps, offrir des expériences contextuelles et surtout connecter et personnaliser les Apps  en les liant à la base CRM des sociétés.

2- Une minorité d’Apps offre de réelles expériences d’engagement

Seuls 9 Apps sur les 100 de l’index Forrester appartiennent à la catégorie “Addictive” . Ce sont souvent des Apps sociales comme Facebook, Snapchat, Pinterest, Instagram et What’sApps.

3- Les consommateurs passent la majorité de leur temps sur un nombre restreint d’Apps

image: http://www.viuz.com/wp-content/uploads/Etude-Forrester-temps-pass%C3%A9-sur-les-Apps-facebook-snapchat-youtube-google-Q4-2014.png

Etude Forrester temps passé sur les Apps facebook snapchat youtube google Q4 2014


Si les consommateurs américains et anglais utilisent en moyenne 24 apps par mois, ils passent en réalité 80% de leurs temps sur 5 apps sur leur smartphone et 56% sur 3 apps sur tablette aux US.

Peu d’Apps peuvent légitimement revendiquer le statut d’Apps “Plein écran” dans les foyers. Il vaut mieux emprunter son chemin à travers les applications mobiles les plus populaires souligne Forrester.

4- Les Apps mobile n’ont pas remplacé le Web Mobile

48% des utilisateurs accèdent au Web via leurs terminaux mobiles en France et 56% des utilisateurs américains utilisent Google une fois par semaine sur leur téléphone contre 57% pour les Apps . Par ailleurs précise Forrester, la majorité du traffic shopping va sur le webmobile.

L’institut d’étude appelle donc à une stratégie différenciée entre le Webmobile et les Apps natives. A l’heure actuelle seuls 48% des marketers ont adopté cette stratégie différenciée.

5- La plupart des Apps ne générent pas de revenus significatifs

60% des développeurs d’Apps gagnent moins de 500 dollars par mois. La majorité des revenus restent aujourd’hui encore concentrés chez les grands éditeurs de jeux mobiles.

Même si les marketers n’ont pas tous des objectifs immédiats de monétisation, Forrester recommande d’utiliser les In Apps purchase et le pricing contextuel afin d’améliorer les performances des Applications de marques à la manière d’Hotel Tonight et de quantifier la Total Value des Apps mobiles : préférence de marque, satisfaction client, et valeur accrue sur les canaux offline et les magasins physiques.

Enfin, parmi les grandes tendances 2015 pour l’Apps marketing Forrester isole les tendances suivantes

1- Les Apps à reach massif se transformeront en plateformes marketing

Les Apps sociales et les Apps de messagerie permettront aux marques d’offrir des expériences plus riches au sein de leurs Apps. (cf. L’intégration d’Uber dans Google Maps ou, en chine, la réservation de Taxi Didi Cache au sein de Snapchat, la Fourchette dans Trip Advisor).

L’institut d’étude recommande par ailleurs aux marques de travailler les Apps Extensions et les notifications afin d’exploiter les micro-moments et être visible, hors Apps, sur les terminaux et l’écran d’accueil des smartphones des utilisateurs.

2- Google et Twitter vont s’attaquer au lead de Facebook dans les Apps Install

Google va accélérer ses offres d’ Apps Install de même que Twitter avec ses nouvelles offres issues de ses rachat de MoPub et Crashalytics.

Mais, selon Forrester, le CPI (Cost Per Install) ne devrait pas pour autant décliner. En un an il a progressé de 59% (soure Fiksu). Parallèlement aux dispositifs d’installation, les marques doivent investir dans l’Apps Store optimisation  (ASO) et les Appstore Analytics recommande Thomas Husson.

3- Les dégroupage des Apps (Apps Unbundling) va forcer les directeurs marketing à revoir leurs stratégies

Le dégroupage accéléré ccommencé dans les Apps Facebook touche également Google, LinkedIn et Foursquare.

Pour les marques en revanche, la question d’une Apps par segment dotée de fonctionnalités limitées reste complexe et doit apprécier au cas par cas. Forrester note cependant un mouvement de réduction du nombre d’Apps dans certains groupes, comme ESPN qui est passé de 50 à 10 Apps l’année dernière.

4- Le Deep Linking devrait simplifier l’experience des Apps et l’exécution du marketing mobile

Cette indexation mobile et la capacité à fournir de vraies réponses In Apps, en une “touch”, est actuellement mis en avant par des Start-Ups comme URX et Quixey mais aussi par Google, Facebook et Twitter (suite au rachat de Tap Commerce).

Attention toutefois, comme le souligne Forrester, le deep linking est encore loin d’être un standard…Il convient d’expérimenter plusieurs solutions avant de faire un choix définitif.

5- L’Apps retargeting permettra d’optimiser ses campagnes mobiles

Déja très utilisées par les editeurs de jeux mobiles, ces possibilités marketing offertes par Facebook, Twitter, Criteo et Apps Flyer permettent d’isoler les utilisateurs les plus loyaux, maximiser le ré-engagement au sein des Apps tout en monetisant la base de clients existants et optimiser les budget marketing mobile.

En savoir plus sur http://www.viuz.com/2015/02/09/thomas-husson-forrester-5-constats-et-5-tendances-pour-lapps-marketing-en-2015/#JXFpey0cQoxmq16v.99

Mobile analytics: Extending the reach of customer service to mobile | ITProPortal.com

5 reasons 2015 will be the year of Big Data | ITProPortal.com.

Big data has been one of the biggest trends over the last couple of years. Yet while companies seem to have gained a better understanding of the concept in 2014, there is still confusion about how to unlock its true business potential.

In 2015, I expect to see companies explore, and get to grips with this in a variety of areas. Some of my key predictions for the year ahead include:

SEE ALSO: 6 Google tricks that you probably never knew

1. Security Analytics: The hot topic for fraud detection

Analytics will become a key tool in detecting and preventing advanced threats in 2015. According to Mandiant’s M-Trends report on IT security, attackers spend around 229 days on a victim’s network before they are discovered, almost always using valid credentials, and 67 per cent of victims are notified about the threat by someone outside of their organisation.

As the adoption of connected devices grows and data becomes more interlinked, threats and their ability to spread quickly will be more pronounced. Data analytics will therefore be used more proactively to spot unusual event patterns, or anticipate what these patterns might be and set up alerts to escalate them to the right people so they can be solved before they make a major impact.

The fast moving nature of fraud does however mean that patterns are constantly changing and new ones will emerge, so writing rules into software simply isn’t enough. IT and security teams will need challenge themselves to constantly ask new questions of their data and ‘think like a criminal’ about how they would breach a system.

 2. Hadoop: From data store to valuable data insight

Despite accelerated adoption of Hadoop in EMEA in recent years, driving value from the data stored in Hadoop is a time consuming and expensive process that requires experienced data scientists. In 2015 however, analytics on Hadoop and elsewhere will become easier to use and accessible to anyone in a business regardless of their job role and technical know-how.

Self-service analytics, will mean that anyone within an organisation will be able to gain business insight from Hadoop in real-time, opening an organisation’s data to an entirely new audience.

The number and type of organisations looking to “test the waters” with Hadoop will also increase as managed/cloud services make this an affordable option.  The rise of PAYG (pay as you go) pricing plans with providers such as AWS, for example, means the initial investment in terms of software, infrastructure and skills can be minimised.

Companies will therefore have the freedom to experiment with Hadoop through “Big Data as a Service” to demonstrate ROI and evaluate the possible return of a bigger investment. This could also apply to departments within an organisation that opt for a DIY approach rather than relying on IT teams.

big data, hilarious, 2015 predictions

3. IoT: An evolution from “connected toothbrushes and Fitbits” to industrial data

In 2015, the conversation around IoT will extend beyond consumer devices to the disruption in traditional ‘bricks & mortar’ industries like building, manufacturing and transportation.

Manufacturing, for example, is increasingly benefitting from the combination of IoT and big data. By linking up sensors and robotics to automate processes, manufacturers are becoming more efficient, while also generating a massive amount of ‘machine data’ which can be indexed, monitored and analysed to provide real time problem solving, machine health monitoring and cost avoidance.

An example in transport is New York Air Brake which is using Splunk Enterprise to save up to $1 billion in fuel and other costs on U.S. railroads. As a leading supplier of braking systems and components, simulators and control systems to the train industry, the company uses real time analytics of data collected from train tracks to define the best driver strategies.

This might range from warning an engineer to back off the throttle five per cent to increase fuel efficiency, or alerting an engineer that gravitational forces threaten to create a dangerous situation a few miles down the track.

4. DevOps: Developer and IT Operational Analytics

In 2015, growing numbers of organisations will be using analytics around DevOps (IT Operational Analytics) to drive software quality and deliver what customers are looking for.  For example, when releasing a new web add-on, mobile app, or feature, companies can analyse the data generated as customers interact with it, to measure performance, identify issues and improve / refine the tool.

As a result software products will get to market faster and be driven by customer feedback and adoption analytics. This process can also drive operational intelligence in other areas that will be fed into overall business decisions.

5. Mobile analytics: Extending the reach of customer service to mobile

According to ComScore, more than 60 per cent of consumers’ time spent online with retailers is on a mobile device. The mobile app is therefore becoming as valuable as the website for omnichannel retailers, and a necessity in building a 360 degree view of the customer.

Ensuring customer experience is as good on mobile applications as it is online will therefore become essential in 2015, and securing transactions will be mission critical. Analytics will play a pivotal role in both, helping retailers tailor the customer journey for mobile and spot unusual event patterns that could suggest potential security threats. DevOps will also be central to ensuring quality of releases and the application delivery lifecycle using mobile Application Performance Monitoring (APM).

Read more: http://www.itproportal.com/2015/01/07/5-reasons-2015-will-year-big-data/#ixzz3QTmMUziE

42% of Organic Search Visits Now Coming Via Mobile Devices (US)

According to the Digital Marketing Report Q4 2014, a quarterly digital marketing analysis produced by search marketing agency Merkle|RKG, mobile devices are now delivering 42% of the organic search traffic across the three major search engines: Google, Yahoo and Bing.

The report also notes that mobile organic traffic grew 54% in the fourth quarter of 2014 from the same time period one year ago.  In addition, more than half (52%) of all visits to social media sites are from mobile devices(smart phones and tablets).

To anyone paying attention to consumer habits these days, this should come as no surprise.  Nor should it be any surprise that you are missing out on a big chunk of traffic for your website if you don’t optimize it for mobile.

Here are some more reasons you need to go mobile with your online marketing presence:

Mobile users are different.  Mobile users want information in quick, digestible bites so your mobile design should match how they will be using your site.  For more law firms, it is essential to provide an easy way to contact you — a click-to-call button that the user needs to merely tap to initiate a phone call.  You want to include essential information only on your mobile site, and keep the design simple.  Good load speed is critical — 57% of mobile users will abandon your site if they have to wait three seconds for it to load, according to research by Strangeloop Networks.

SEO.  Search engines are now penalizing sites that are not optimized for mobile, so you could see your search rankings suffer if you don’t have a mobile site that works on iOS and Android platforms (smart phones and tablets).

Lead conversion.  Mobile users are much more inclined to take action than desktop users, so your calls-to-action should be highly conspicuous on your mobile site.  If you are using email marketing for lead conversion, realize that 26% of all email is opened on a mobile phone and 11% is opened on a tablet.

Engagement.  Mobile users accessing a standard website will not engage when they have to pinch or zoom to find your content.  If you provide them with a good mobile experience, they are much more likely to return to your site later on a desktop (Google reports that 90% of people move between devices to accomplish a goal).

Loss to competition.  Google says that 41% of mobile users will go to a competitor’s site after a bad mobile experience!

Banking: Le mobile est en passe de dépasser l’internet en Belgique – (Source: La Libre.be)

La croissance spectaculaire de la banque mobile – La Libre.be.

La tendance est sans appel : le mobile banking est en passe de supplanter l’internet Banking dans la plupart des banques belges, quand ce n’est déjà fait. “La banque mobile a plus que jamais le vent en poupe”, note Valery Halloy, porte-parole chez BNP Paribas Fortis.

ING a franchi le cap dans le courant de l’année 2014. C’est désormais chose faite, aussi chez Belfius Banque : près de 70 millions de sessions internet Banking sur l’ensemble de l’année 2014, contre 72 millions de sessions pour le Mobile Banking.

Sur le seul mois de décembre, Belfius a enregistré plus de 9 millions de sessions Mobile Banking, contre 100 000 en décembre 2011. La hausse de sessions Mobile Banking a été de 173 % chez Belfius Banque sur douze mois.

Elle a même atteint… 247 % chez Axa Banque, un bond spectaculaire qui s’explique par son arrivée plus tardive (fin 2013) sur le Mobile Banking.

Chez KBC, le nombre de clients actifs en Mobile est là passé de 171 000 fin 2013 à 304 000 fin 2014. Bpost banque, pour sa part, table pour l’année 2015 sur une croissance mensuelle de 10 % des abonnements MOBILEbanking, lancé en janvier 2014.

L’engouement pour la banque mobile est donc général et s’explique par plusieurs raisons.

Le parc de smartphones et de tablettes ne cesse de croître, mois après mois, ce qui augmente d’autant le potentiel des utilisateurs.

Sur la seule année 2014, BNP Paribas Fortis a par exemple enregistré 458 000 downloads de l’application Easy banking.

Les raisons du succès

Ensuite, se connecter à sa banque est bien plus aisé via smartphone ou tablette : pas besoin d’avoir son digipass sous la main. Avec un smartphone ou une tablette, vous avez donc votre compte bancaire au bout des doigts. Cela facilite les choses et dope le nombre de sessions.

Chez BNP Paribas Fortis, le client actif effectue en moyenne 7 sessions par mois en internet banking. C’est un peu plus du double de sessions mensuelles via l’Easy banking. Chez Belfius, les utilisateurs exclusifs du Mobile Banking se connectent en moyenne 22 fois par mois avec même une pointe de 26 sessions en décembre.

Chez Belfius comme ailleurs, les sessions de Mobile Banking sont principalement des consultations de compte. “La consultation à l’aide de l’app est la fonctionnalité la plus utilisée”, note Argenta.

Le Mobile Banking séduit bien entendu les clients de plus en plus mobiles, et qui ne jurent que par le mobile. Mais aussi les habitués du pc banking.

Cet engouement général explique pourquoi les banques sont constamment à la recherche d’innovation sur les applications mobiles. C’est ING qui lance l’app Smart banking avec “reconnaissance par empreinte digitale”. “Nous sommes constamment à l’écoute des tendances de la société et des désirs de nos clients tout en suivant le rythme rapide des avancées technologiques“, explique Lieven Haesaert. General Manager Direct Chanel. C’est KBC qui propose des retraits d’argent aux automates par téléphone mobile. Le défi concurrentiel est dans l’innovation.

Le pic du matin

PC, smartphone ou tablette ? Cela dépend, de l’heure de la journée et de l’endroit où le client se trouve ! Chez BNP Paribas Fortis, le PC banking est majoritairement utilisé en matinée entre 8h30 et 11 heures, tout comme l’app Easy banking. “Les sessions easy banking concernent principalement la consultation des soldes et des mouvements”, note Valery Halloy. Même constat chez Belfius Banque, qui évoque un pic global d’utilisation vers 9 heures du matin. Au bureau, donc. Le deuxième pic est vers midi, via le mobile banking. Ce sont alors les utilisateurs de smartphones qui effectuent le plus de sessions, entre midi et 13 heures. En fin de journée, les utilisateurs d’une tablette sont plus nombreux à se connecter, entre 18 et 21 heures. “L a version tablette est plus utilisée qu’un smartphone pour des opérations plus complexes, et ce dans un contexte plus loisirs”, constate encore Thierry Ballas, Head of Communication chez bpost banque. Il arrive aussi aux clients de la banque mobile de dormir : les heures creuses pour les sessions sont entre 1h30 et 5 heures, explique ING.

La mort du virement papier

Payant ou gratuit ? Le virement papier bat de l’aile face à la force de frappe de l’Internet et mobile banking. Chez BNP Paribas Fortis, le “papier” représente désormais moins de 5 % du total. Il est vrai que la banque fait, aussi, tout pour dissuader ses clients de continuer à l’utiliser. C’est 1 euro par virement papier depuis le 1er janvier, sauf si le coût est inclus dans un pack. Chez Belfius Banque, c’est désormais 0,50 euro pour un virement papier, pour les titulaires d’un compte classique. Les virements papiers représentaient 6,29 % du total en 2014. La proportion est quelque peu différente dans les banques où le virement papier reste gratuit : il représente encore 16 % du total des virements chez Crelan et 13,7 % chez Axa Banque. C’est également 0 cent chez Argenta, qui ne donne pas de chiffres précis. “Nous constatons que le client effectue lui-même la grande majorité de ses paiements et ne se rend plus en agence à cette fin”, remarque encore Stéphanie Benoit, du service communication de Record Bank. La deuxième application mobile la plus utilisée chez KBC concerne d’ailleurs les virements. C’est même la première sur l’application MOBILEbanking de bpost banque, qui enregistre une légère baisse du nombre de passages aux guichets.

Investir, c’est possible ?

Encore un peu de patience. Investir depuis son smartphone ? Dans de nombreuses banques, ce n’est pas encore possible. Cela viendra. ING va, pour sa part, prochainement permettre d’ouvrir un compte d’épargne-pension via l’application mobile. La banque mobile est d’ailleurs loin d’être encore privilégiée pour de telles transactions, même dans les banques ayant un profil plus “investissements”. A la Deutsche Bank, les opérations de placement représentent à peine 425 000 sessions, sur un total de plus de 8 millions en 2014. “Par rapport à 2013, cela représente toutefois une augmentation de 5 %”, explique Jean-Michel Segers, porte-parole. Quelque 6 à 7 % de ces 425 000 sessions sont effectuées depuis un smartphone ou une tablette. “Nous travaillons sur une app surtout destinée à la gestion des placements.”Chez Keytrade Bank, les sessions mobile banking concernent pour 85 % des consultations de solde et pour 15 % des exécutions d’ordre, qu’il s’agisse de virements, d’achats de fonds ou d’ordre de Bourse. Les clients possédant un portefeuille vont généralement le consulter une fois par jour. Le profil investisseur des clients de Keytrade explique sans doute pourquoi ils sont encore 26 % à se connecter après 18 heures.