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November 14, 2013
The Age of Cheap and Cheery Mobile Is Over John McCarthy, Vice President, Principal Analyst, Forrester
David Rader, CTO, Alliance
2 © Alliance Global Services 2013
About Alliance
Alliance is a software development and testing firm that partners
with software, technology and information-intensive businesses
on their mission critical work. Leveraging agile practices, Alliance
architects and builds software applications, mobile applications,
and products that become primary drivers of innovation and
revenue growth for its clients and their businesses. Alliance is
recognized for driving quality and speed-to-market when
business success depends on the software inside. Founded in
1994, Alliance is headquartered in suburban Philadelphia in
Conshohocken, PA.
3 © Alliance Global Services 2013
Today’s Presenters
David Rader is Alliance’s CTO. He focuses on improving software
development teams and technology strategy for Alliance’s clients. David
has over 15 years of experience in software development and consulting
and is passionate about delivering great customer experiences and
business value. Prior to joining Alliance, David was a Senior Partner at
Fusion Technologies and has worked for a major retail brokerage and a
data analytics consultancy. David has a BA from Northwestern University
in Economics and Integrated Sciences.
As Vice President, Principal Analyst, John McCarthy has 27 years of
experience at Forrester and is a key contributor to Forrester’s work on
predicting the business impact of technology. He covers such topics as
the future of IT services and mobile apps and their impact on IT and
vendors, the impact of cloud computing, the emergence of “platform”
BPO offerings, and implications of SaaS on traditional services. John
also has more than 12 years of insight into the development of a global
delivery model for IT services and product development. John holds a
Bachelor of Arts degree in European history and economics from
Connecticut College.
© 2013 Forrester Research, Inc. Reproduction Prohibited 4 © 2009 Forrester Research, Inc. Reproduction Prohibited
The Era Of Cheap And Cheery Mobile Apps Is Over!
John C. McCarthy, Vice President, Principal Analyst
© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Mobile initiatives are no longer
simple standalone efforts.
Instead they require a level of
spending and organizational
change traditionally associated
with large scale business
systems like ERP
Theme
© 2013 Forrester Research, Inc. Reproduction Prohibited 6
Perfect storm The perfect storm of technology innovation
Everyone is organized
around individual
silos
Innovation is
at the
intersections
© 2013 Forrester Research, Inc. Reproduction Prohibited 7
The perfect storm drives whole new technology and business agenda around customer engagement
Mobile apps guide people in
their physical world
Source: November 16, 2012, “Great Mobile Experiences Are
Built On Systems Of Engagement” Forrester Report
Systems of record
host transactions in
the virtual world
Systems of engagement empower people
with context-rich apps that merge the
physical context with virtual intelligence to
take the next most likely action
© 2013 Forrester Research, Inc. Reproduction Prohibited 8
Systems of engagement with field service
• Tablets in the hands of
field service reps.
• GPS in app knows which
windmill you are standing
in front of . . . before you
climb 350 steps.
• Full content integration
includes maintenance
history, video repair
instructions, diagnostic
tools needed,
• And a video link back to
experts for tough
problems.
© 2013 Forrester Research, Inc. Reproduction Prohibited 9
Systems of engagement with distributors
• Trane empowers distributors to
upsell and close deals faster.
• An iPad app delivers content,
sales materials, and documents.
• The “ring to ching” close rate is
20% faster, 31%+ in revenue.
• Analytics are built into the platform
to monitor, refine, and reward.
© 2013 Forrester Research, Inc. Reproduction Prohibited
© 2013 Forrester Research, Inc. Reproduction Prohibited 10
Systems of engagement in financial services
• Deutsche Bank is replacing
250 apps with SAP for core
banking functionality
• This frees up money and
provides agility to focus on new
interfaces with clients
• Embarked on “touch” strategy
and redesign of branches to
better engage clients around
financial planning
• Using Microsoft Surface
technology and iPads to better
visualize results in customer
conversations Source: Deutsche Bank
© 2013 Forrester Research, Inc. Reproduction Prohibited 11
The key differences
Systems of
record
Systems of
engagement
Key outcome Automate transactions Guide decisions and deliver
services
Intended audience Employees Customers, employees, &
partners
User interaction model Keyboard and mouse Touchscreen, voice control,
sensors, camera, M2M
Integration requirements Fixed, mostly internal
systems
Rapidly changing, with many
internal and external
systems
Design goals Implement a business process
for expert users
Accomplish tasks for
casual and for dedicated
users
Degree of personalization Non-existent or
role-based
Tailored to an individual based
on their immediate context
Role of analytics Operational analytics on
historical data
Experience and outcome
analysis on real-time data
ROI model Cost cutting and efficiency Revenue growth and better
service
© 2013 Forrester Research, Inc. Reproduction Prohibited 12
The changing importance of the firm’s software assets
Software
is the
brand!
© 2013 Forrester Research, Inc. Reproduction Prohibited 13 © 2013 Forrester Research, Inc. Reproduction Prohibited
50%
60%
40% 35%
40%
15% 15% 10% 10%
85% 80% 80%
75% 70%
65%
55% 50%
45%
0%
30%
60%
90%
2012 2016
Value of software as a percentage of the brand/customer experience is growing by vertical
© 2013 Forrester Research, Inc. Reproduction Prohibited 14
Mobile initiatives are no longer
simple standalone efforts.
Instead they require a level of
spending and organizational
change traditionally associated
with large scale business
systems like ERP
Theme
© 2013 Forrester Research, Inc. Reproduction Prohibited 15
The age of cheap and cheery mobile is over!
Skill
s
Re
facto
rin
g
Scale and scope of
mobile investments Reengineering
© 2013 Forrester Research, Inc. Reproduction Prohibited 16
What changes when the enterprise becomes as ISV
UX becomes an absolute requirement, not a nice to have
Velocity of customer feedback immediately damages the brand
The Tsunami of releases requires agile
The backend apps, security paradigms, middleware constructs,
and data models need to be redesigned/rebuilt
ROI models shift from cost cutting to revenue generation and risk
reduction/service improvement
Firms create a separate software engineering group with a
product development mindset
Firms need to rely on a broader ecosystem
New hybrid skillsets are required
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
The atomization of business processes will cascade through your entire technology stack …
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
Changing focus and value of the technology stack
Network
Hardware/infrastructure
Software
Data
Systems of record
UXP
Design Infrastructure
Software
Data
Systems of engagement
UXP
Design
© 2013 Forrester Research, Inc. Reproduction Prohibited 19 © 2013 Forrester Research, Inc. Reproduction Prohibited
33%
16%
33%
11%
2%
8%
14%
20%
1%
10%
2%
5%
5%
21%
10% 9%
0%
20%
40%
60%
80%
100%
Systems of record Systems of engagement
Mgmt.
Project mgmt.
Vendor mgmt.
UXP
Bus. Analysts
Architects
Infrastructure
Programmers
The shifting make up of IT skills
Blue
Collar
IT
White
Collar
IT
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
Mobile and smart drive backend simplification
PC world Mobile/smart world
Front-end
Back-end
High complexity and high innovation rarely co-exist
© 2013 Forrester Research, Inc. Reproduction Prohibited 21
The Tsunami of releases requires an elastic infrastructure and composite apps
Year
1 Year
2
Year
3
Year
4
Year
5
Year
6
Imp
act
High
Low
Traditional release/implementation cycles
Emerging service cycles (mobile apps/cloud)
Salesforce.com does 7 + releases/year
Google does a release every 2 weeks
Amazon does a release every 11 seconds across 10,000 servers
© 2013 Forrester Research, Inc. Reproduction Prohibited 22
The CIO’s migration to IT-as-a-service
New public
cloud projects Private cloud
Legacy systems
Now
Internal
CIO Buyer
System of record
External
Business buyer
Systems of engagement
As-a-service attributes
Private cloud Legacy systems
New public
cloud-based
systems
2016
Private cloud Legacy systems
2019 New public
Cloud-based
systems
© 2013 Forrester Research, Inc. Reproduction Prohibited 23 © 2013 Forrester Research, Inc. Reproduction Prohibited
Mobile engagement requires new four-tier engagement platform
© 2013 Forrester Research, Inc. Reproduction Prohibited 24 © 2013 Forrester Research, Inc. Reproduction Prohibited
How important is each of the following initiatives in your firm's mobility strategy for supporting your customers over the next 12 months? (High and Critical Priority)
Source: Forrsights Mobility Survey, Q2 2013
38%
38%
48%
48%
58%
60%
64%
70%
Create a set of standard APIs or services
Expand machine-to-machine (M2M) or 'Internet of things'initiatives
Re-architect our middleware to better support mobilefront-end applications
Re-architect traditional or back-end apps to make it easierto interface with and support mobile front-end apps
Expand or enhance data center infrastructure to handleincreasing volume of customers' mobile interactions
Improve or modernize our mobile app(s) to deliver moreinformation or transaction support
Support a wider variety of mobile devices and platforms(e.g., tablets, iOS, Android)
Update our security technologies and processes to bettersupport mobile interactions
Base: 1480 North American mobility decision-makers
© 2013 Forrester Research, Inc. Reproduction Prohibited 25
Changing face of IT spending (Forrester estimates)
45%
79%
41%
18%
14%
3%
0% 20% 40% 60% 80% 100%
2017
2012
Systems of record investments
Systems of engagement spending
Mobile/tablet front-end apps budgets
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
Summary
The perfect storm of technology change is driving a
whole new class of systems of engagement
Software and UXP drive customers’ brand experience
and product/service differentiation
The role and the value of the technology stack changes
in the “software-is-the-brand” world
The makeup and skills of IT will evolve dramatically
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
Related research
October 18, 2013, “Mobile Needs A Four-Tier Engagement Platform”
August 6, 2013 “Wanted: Mobile Engagement Providers”
August 5, 2013, “New Dynamics Shape IT Services Spending”
November 16, 2012: “Smart Products Will Require A Hybrid CTO/CIO Skill Set”
August 30, 2012, “Cloud Mobile Development: Enabled By Back-End-As-A-
Service”
August 13, 2012, “Mobile's Ascendance Will Accelerate IT Services Restructuring”
May 16, 2012, “Business Execs Increase Direct IT Spend To Support Mobile and
Systems Of Engagement”
February 13, 2012, “Mobile Is The New Face Of Engagement”
August 8, 2012, “Mobile Management Takes A 180 Degree Turn”
June 10, 2011, “The Re-Invention Of Product Development Services”
April 21, 2011, “Sizing The Cloud”
February 28, 2011, “Mobile App Internet Recasts The Software And Services
Landscape”
© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
John C. McCarthy
+1 617.613.5710
www.forrester.com
Gen 2 Mobile Apps
8-Nov-2013
30 © Alliance Global Services 2013
Enterprise Mobile Applications
Examples:
• Field Service
• Sales
• Agents
• Medical
• Retail
• Shipping / Logistics
Customers
Employees
Supply Chain / Sales
Channel
In House Enterprise Systems
31 © Alliance Global Services 2013
REAL WORLD EXAMPLES
32 © Alliance Global Services 2013
HealthCare Line of Business iPad App
CLIENT Life saving provider of remote cardiac monitoring and medical telemetry enabling rapid diagnosis of heart attacks and arrhythmias.
PROBLEM STATEMENT Need to enable medical providers to enroll new patients, access patient information, and receive notifications of diagnosis results while on-the-move in hospital and care settings. Providers are demanding mobility and require data security.
SOLUTION
• Analyzed physician work styles to design a
task-oriented workflow UX
• Implemented native iPad app to provide
fastest possible responses
• Extended Enterprise authentication,
entitlements and data services to enable
mobile integration
• Encrypted offline HIPAA compliant patient
data
• Implemented Push Notifications
• Implemented and consumed WCF and
.NET server components
33 © Alliance Global Services 2013
What’s it take to makes workflow Easy?
Client
Novus System
ASP. Net MVC 3 Application
Workflow Manager (WPF)
Entity Framework (calling
Stored Procedures)
Ap
plic
ati
on
s
Ra
w D
ata
exp
ose
d a
s
Se
rvic
e
Da
tab
ase
an
d
Me
ssa
gin
g
WCF Service Layer
Service Interfaces Data Contracts Service Agents
Business
Components
Windows Workflow
Task Library
Workflow Tracking
and PersistenceBu
sin
ess
, W
ork
flo
w
an
d S
ecu
rity
Novus DB
Patient
SchemaOthers
Request
Schema
Inventory
Schema
MSMQ/RabbitMQ
ServiceBus
WCF Data Services
XAML, Meta-data
and
Configuration
Reports
JQuery UI Components
Da
ta
Acc
ess
an
d
Se
rvic
e
Bu
sNo
vus
Pla
tfo
rm
Workflow
Components
POCO Entities
Au
the
nti
cati
on
, A
uth
ori
zati
on
, S
ecu
rity
, C
ach
ing, E
xce
pti
on
Ma
na
ge
me
nt,
Lo
ggin
g a
nd
In
stru
me
nta
tio
n, S
tate
Ma
na
ge
me
nt
an
d V
alid
ati
on
Cro
sscu
ttin
g C
on
cern
s
Incoming Orders
External
Modules
Inventory
Management
Module
Billing Partner
Document
Storage Partner
Reporting
Partner
Monitoring
Partner
34 © Alliance Global Services 2013
Holistic View
Business Strategy
(Functionality)
User Experience
(What You See & How You Use It)
Technology
(Application Development & Integration)
35 © Alliance Global Services 2013
Simple Complexity?
Data Driven Dynamic Forms
Data Merge, Cleanse, Migration
Configurable Workflow
Robust Offline Replication Support
36 © Alliance Global Services 2013
Nalco Industrial Field Service App
CLIENT $11B provider of water services to industrial and utility customers with 25,000 global field service & sales team members
PROBLEM STATEMENT Need to enable field sales & service team to collect sensor readings in demanding industrial settings with a BYOD culture. Desire to leverage existing .NET server code and skillset. Need for pure native apps to support offline and native device capabilities.
SOLUTION
• Cross-platform native app developed using
C#/.NET and Xamarin mobile tools
• Published to iTunes and Android Play app stores
• Enterprise authentication & entitlements
integration
• Enterprise JSON API implemented
• Offline support and automatic sync
• Location based data context
• 80% code reuse across 2 different device
platforms and shared code with ASP.NET server
applications
37 © Alliance Global Services 2013
“Simple” Apps Require Back-End Integration
Mobile Field Service App Directory Services
CRM
ERP / Master Data
Transactional
38 © Alliance Global Services 2013
IT Investments Required Investments Needed!
Security Compliance
MDM
Replication Security
Data
Mobile SSO Entitlements
Auth & Auth
Cloud Services Scalability
Queue
Technology
39 © Alliance Global Services 2013
CardioReady Field Service Tracker
CLIENT Largest servicer of Automated External Defibrillators (AED) in North America
PROBLEM STATEMENT Changing regulations require public spaces to provide AED’s that require regular service and certification. Field service team needs an app to optimize their routing and daily activities and customers require seamless access to maintenance logs
SOLUTION
• Multi-device hybrid HTML5 app implemented
with native gesture support
• iTunes, Android Play, Blackberry, and
Windows Phone app stores
• Integrated with NetSuite cloud based ERP
• Web portal and API developed with automatic
sync between device and web.
• Enables field techs and customers to view
dashboards online and offline
• Improves technician’s workflow with maps,
bar code scanning, and camera access
• Single code base across 4 different device
platforms and desktop browsers
40 © Alliance Global Services 2013
Integrated Front-End Requires Integration
Mobile REST API
Service Items
41 © Alliance Global Services 2013
QUESTIONS AND ANSWERS