Post on 07-Aug-2015
transcript
W H Y M O K I
1
Cloud Based Total Control for Customer
Facing Devices
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
I N T R O
2 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
A recording of this webinar can be found at:
http://moki.com/insights/cfd-webinar-2/
I N T R O
3 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Welcome Kevin Wunder – Marketing
Caleb Harris – Operations & Enablement
Webinar available within 24 hours
Additional Webinars:
“How Do You Turn a Tablet into a Customer Facing Device” – Available on Moki.com/insights
“Your Devices are in the Field. Now what?” – June 9, 2015
I N T R O
4
Planning your end-user experience
Choosing the right hardware
Choosing networks
Delivering the right content
Deployment
Customer Facing Devices: Putting the Pieces Together
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
5 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
“Begin with the end in mind.”
E N D U S E R E X P E R I E N C E
E N D U S E R E X P E R I E N C E
6
EMPLOYEE ASSISTANCE
Sales enablement
Order fulfillment
Queue management
mPOS
What is the Purpose?
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
CUSTOMER ENGAGEMENT
Give customers control
Deliver engaging content
Solicit feedback
Measure in-store efforts
E N D U S E R E X P E R I E N C E
7 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
What are the goals of this deployment?
How will I measure success of this deployment?
Who has short-term and long-term ownership?
Who are your stakeholders?
What Should You Ask Yourself?
E N D U S E R E X P E R I E N C E
8 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Where in the customer journey are we?
Should it be interactive or static?
Does my target customer have specific needs?
Engineer the Experience
9
Poll:
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Are you using, or leaning towards using, iOS or Android?
P U T T I N G T H E P I E C E S T O G E T H E R
Hardware
H A R D W A R E
1 0
iOS:
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Pros: • Brand recognition • “Sexy” • Solid device • Consistent • Plenty of supporting components
iOS vs. Android
H A R D W A R E
1 1
iOS:
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Cons: • Limited functionality • Pricey • Limited form factors • More apt to walk away
iOS vs. Android
H A R D W A R E
1 2
Android:
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Pros: • Customizable • Many options • Affordable • Increased remote control/
functionality
iOS vs. Android
H A R D W A R E
1 3
Android:
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Cons: • Inconsistencies in devices and OS • Some are cheap • Lack of supporting components
iOS vs. Android
H A R D W A R E
1 4 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Custom vs. “Off the Shelf”
H A R D W A R E
1 5 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Custom • Consider for large deployments • Unique need • Customized from beginning to end
Custom vs. “Off the Shelf”
H A R D W A R E
1 6 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
“Off the shelf” • Limited customization • Saves money • Speed to market • Leverage brand recognition
Custom vs. “Off the Shelf”
P U T T I N G T H E P I E C E S T O G E T H E R
1 7 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Enclosures
Enclosures provide a sleek way to protect your investment. Here are some things to consider.
P U T T I N G T H E P I E C E S T O G E T H E R
1 8 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Enclosures Consider: • Power source • Location of store • Purpose of device • Does it need to move? • What peripherals do you need? • Do you need to access ports?
P U T T I N G T H E P I E C E S T O G E T H E R
1 9 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
How do I connect my devices to the internet?
Network Considerations
N E T W O R K C O N S I D E R A T I O N S
2 0 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Different projects have different needs Are you sending sensitive information? Wifi vs. Cellular When you can, use both
Network Considerations
P U T T I N G T H E P I E C E S T O G E T H E R
2 1 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
How do I deliver the right content for my end-user experience?
Delivering Content
P U T T I N G T H E P I E C E S T O G E T H E R
2 2 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Three popular options: 1. Webapp/web content 2. Native app 3. Media delivery
What Are Your Options?
P U T T I N G T H E P I E C E S T O G E T H E R
2 3 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Webapp/web content: • Often already available • Simple to update • Cross-platform • Very network dependent • Demands data/bandwidth capacity
What Are Your Options?
P U T T I N G T H E P I E C E S T O G E T H E R
2 4 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Native app • Clean and smooth experience • Can work offline • Requires resource heavy
development • Often limited to one platform
What Are Your Options?
P U T T I N G T H E P I E C E S T O G E T H E R
2 5 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Media • Leverages a Content
Management System • Easily deliver images and video • Scheduled playlists • Easy to update • Customizable
What Are Your Options?
P U T T I N G T H E P I E C E S T O G E T H E R
2 6 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Deploying one device in one store is easy. How do you deploy thousands across hundreds of locations?
Deployment Planning
D E P L O Y M E N T
2 7 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Challenges • Scaling deployment, not cost • Device staging • Device enrollment • Onsite setup • Facilitating ongoing changes
Going from Pilot to Project
D E P L O Y M E N T
2 8 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
• Where are the devices? • In-house • Third party
What do you need to consider?
D E P L O Y M E N T
2 9 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
Ready, out-of-the-box • Deployment programs (Apple DEP
and Android equivalent) • Customize boot-to-run experience • Ensures smooth process with
limited contact required • Can support both in-house and
third-party
Deployment Options
C O N C L U S I O N
3 0
Planning your end-user experience
Choosing the right hardware
Choosing networks
Delivering the right content
Deployment
What Did We Cover Today?
T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
C O N C L U S I O N
3 1 T O T A L C O N T R O L F O R C U S T O M E R F A C I N G D E V I C E S
© 2 0 1 5 M O K I
June 9, 2015 - “Your Devices are in the Field. Now what?”
Email webinar-topic requests to: webinars@moki.com
Your personal consultation with a Moki expert 844.MOKI.NOW
What’s next?
moki.com