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The 2nd Annual Mobility LIVE conference put on by the Metro Atlanta Chamber took place September 23-24, 2014 |
- It’s the Age of the Consumer. Or rather, “consumer driving the experience” per David Wilkinson, VP of Global Channel Sales for NCR. Retail (physical) and online sales channels… social media outlets… mobile messaging… massive rise of on-demand services… consumers are connected more than EVER at incredible pace. With this comes incredible power for consumers to drive experiences in omni-channels and ability to quickly connect – buy or not buy. Corporations (big, medium, small, everyone) are all trying to reach the end-consumers meaning consumers at the end of the day, they’re all vying for OUR business. They’re vying to be relevant in an increasingly transparent world.
- Everyone’s Hesitatingly Excited About Mobile Payments. We’ve tried this mobile payment thing for years – Google Wallet, Square, PayPal, etc.. NFC is a big thing across the oceans to the east and the west. Bitcoins are… well… Bitcoins. What’s the difference now? Well, really, the difference occurred a month ago before Apple announced Apple Pay. Per Anthony Gallippi, co-founder and Executive Chairman of BitPay, Apple has a way of creating markets and exciting massive markets around new products and services. Everyone in the room is excited to implement quick-set-up, mobile pay solutions in retail, and Apple is seen as a key to educating and influencing consumers to be more comfortable with the notion of paying with the phone. They see incredible potential to be able to change the retail landscape with these options including the chance to empower retail employees for upsell and consumer experience opportunities as well as increasing receipts through faster, easier check-outs.
- Big data = Big Problems + Big Opportunities. Everyone laughed when Matt Jones, GM of Mobile at Home Depot, was a jokingly uneasy addressing security concerns (recent data hack of millions of consumer data). Everyone is after more data about consumers. In today’s world, “for relationship marketing, the key is marketing at SCALE” per David Christopher, CMO of AT&T. What drives our behavior, as consumers? Who are we connecting with, and who do we trust? Companies are looking for data to understand consumer behaviors to be able to reach consumers at the right time at the right place with the right content. It’s all about context – that’s the movement from current social media tools and marketing automation. And with all of this data about us and how to reach us comes the big concerns over security and privacy…
- Social enterprises are big opportunities, but not attracting the innovation. I read an article the other day about how there aren’t enough companies tackling “big problems – little b, little p” – see the MIT article here. Well, the small problems are only small because most startups are looking to build the next Snapchat or WhatsApp to make some obscene 100 quadrillion dollar exit. There’s meager investment in non-profit areas and solve problems of the “unexotic underclass” as the article writer puts it. There aren’t enough startups looking to bring technical experience and innovation to help meaningful causes. Atlanta is home to some fantastic social enterprises including the American Cancer Society, Points of Light, and Boys and Girls Clubs of America. There was a hackathon component to Mobility LIVE to hack tools and solutions for the three aforementioned organizations. It’s amazing the problems they have or the problems they were trying to solve. They seemed rather “simple” from a technical perspective, and yet, here they were asking for help. My take is that there just isn’t enough money to steer towards innovation at these incredibly lean organizations. Not only that, but they’re spread so thin locally, nationally, and globally while continually trying to raise funds to help support existing initiatives. The non-profit world is hard, but there’s big opportunities here to bring some more talent to solve these “big problems – little b, little p”.
- Everything is social. Everything is mobile. Everything is cloud. Everything is everything.You’re probably thinking: “What the heck is he talking about?” I’m talking about how everything is converging. Much like I said before, worlds are connected across the physical and digital realms. Big data analytics is giving companies better insights into consumers. Drones are about to take-off (literally and figuratively) and deliver packages from Amazon probably equipped with mini-cameras to watch our every movement. (Okay, that one might be farther away.) However, that phone you might be reading this on is the gateway for evolution. It’s allowing all of us to connect socially, purchase instantly, and communicate constantly. Soon, we’ll only be a few clicks away to buying digital goods across continents thanks to digital currency. We’ll be served up coupons as we walk into retailers. We’ll have way easier times putting together Ikea furniture thanks to augmented reality from innovators like Merlin Mobility. Everything is becoming more and more intertwined so that it won’t be too long that things won’t necessarily be “cloud” or “social” or otherwise. It’ll be answer choice D) all-of-the-above.
Perhaps kind of like in stocks, what you hear is a good stock, the opportunity to strike is already gone. In this case, what the presenters and speakers talked about, they’re working on those opportunities already. Nevertheless, it’s interesting to hear how much mobility has really affected our everyday lives and how flatthe world is really getting (I haven’t read the book to borrow the term).
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Michael Zeto of AT&T and former Founder and CEO of Proximus Mobility (sold) kicking things off for Mobility LIVE! Day 2’s keynote! |
- Global data traffic to grow 13x in 2017 from today. That’s an outrageous number, but I’m not arguing
- Georgia was ranked No. 5 in “app intensity” by the Cellular Telecommunications Industry Association (CTIA). App intensity is the number of app economy jobs compared to the overall jobs in the state
- Razorfish, the marketing/ digital advertising/ etc. agency, is spearheading the Atlanta Pulse initiative to bring together all the happenings around Atlanta into a common platform. Gone are the days (to come anyways) of searching Facebook for what friends are recommending, Yelp! for restaurants, etc.
- 38% of 2-year-olds have operated a mobile device; 13-years-old… the average age of the first phone (see Common Sense Media)
- Sees mobility in two lights — Leadership & Innovation and Scale (able to capture opportunity now)
- Cites Forbes’ 2014 ranking of Atlanta as the number 3 best city for young entrepreneurs (see Forbes)
- Five main trends: Relationship marketing, video, smarter smartphone, wearables, education
- For Relationship Marketing, the key is marketing at SCALE! That is, how are organizations reaching consumers on a relevant, personable context?
- Customers believe word-of-mouth over advertising to the tune of 92%!
- Use advanced analytics to engage audiences
- David cited Atlanta-based InsightPool as a key player in Relationship Marketing saying, “Delivering sincerity at scale”
- Video-wise, content should be available anytime, anywhere. AT&T obviously plays a significant role in this with its large LTE network (and beyond)
- For wearables, the trouble is getting people to actually want to wear it. David cites 75% of people know of wearables, but only 9% want to wear it
- Need to blend high tech with high fashion. enter: Atlanta-based Memi – smart jewelry “made for and by women”
- Smarter smartphones really involves making the smartphone the keystone to everyday life including, but not limited to: the connected home, car, TV, music, health, etc.
- David talked about FIXD, a startup by several Georgia Tech grads who have introduced a way to plug a dongle to the car’s OBD port that sends data to your smartphone to share information including if you have a warning light — what’s that mean? What’s the impact if you ignore? What’s the potential repair estimate? etc.
- On the education front, David sees a gap to fill in the next generation of STEM leaders
- David showcases Great Parents Academy who works hard to develop education apps that are engaging for kids
- Today, we’re in the “Age of the Customer” — this was a prevalent theme throughout the conference where the Customers (users in most cases) have the power to select on-demand what they want to engage in
- Shift in focus to “How to win in the age of the Customer?”
- There’s also a shift from “system of record” to “system of engagement”. For this, look no further than Uber which disrupted one of the oldest, entrenched industries
- Also, look at how to bring social into the enterprise to engage employees (B2E — Business to Employees)
- Panel included: Troy Brown of MSL Group (a PR agency) who is bringing app development (and really acumen) to the agency; Sanarr McLaughlin is the Manager of Interactive Marketing for InterContinental Hotels Group (IHG); Chris Bigda of The Coca-Cola Company over Connections Planning and Investments; Lisa Cantrell of Turner Broadcasting serving as the Director of Digital Strategy and Activations; and Erin Arnett, an Account Director of Yahoo!
- For Chris, “connections planning” includes the paid/ owned media
- Lisa must consider the sizeable and highly variable audience to which Turner broadcasts to with channels including CNN, TBS, Cartoon Network, Adult Swim, etc.
- Per Alia, 86% of time spent on mobile is in-app vs. internet (see Forbes)
- There’s a growing interest and attention in anonymous content. Think: Snapchat (kind of), [Atlanta’s own] Yik Yak, etc.
- The Coca-Cola Company doesn’t store so much consumer data (except for owned data through programs like Coke Rewards). Instead, the Company partners with other companies for more data (like agencies, McDonald’s, etc.)
- Mobile marketing is more “finite” by being a lot easier to measure than TV (conversions, impressions, etc.). There’s a better sense of Return on Engagement
- One area of opportunity is the growing fragmentation of screen sizes including this “phatblet” phenomenon whereby many companies are designing mobile web-responsive sites. However, their digital ads are not properly formatted
- Panel included: David Wilkinson, VP of Global Channel Sales for NCR; Jeffrey Smith, the COO of PeterBrooke Chocolatier; David Kaiser of Great American Cookies as a Vice President; and Brooks Robinson, Co-Founder and CEO of Atlanta’s Springbot
- First, what a SWEET group of panelists! (See what I did there? Well, they said it before me…)
- For Wilkinson, he’s focused on the omni-channel experience. Mobile is really an evolution of the physical store front
- Per Wilkinson, the “consumer driving the experience” — not different from the general theme of the conference
- Jeffrey noted how his company’s many stores were moving towards mobile Point-of-Sale to better engage the Customer right as he/ she walks into the store. In fact, he was touting NCR as his POS of choice with Silver to leverage iPads
- There’s a shift in the mentality and even the demographic of the employee behind the retailer when utilizing a mobile POS including getting out from behind the counter which used to be a natural barrier that isolated the cashier from the customer
- 95% of PeterBrooke customers are women on the regular. Irregular probably being around Valentine’s Day or when men get in trouble with their significant others…
- The demographic for PeterBrooke is also a little older where some consumers still don’t have smartphones. So for the Company, the phone number is key as an identifier (reminds me of WhatsApp)
- For Kaiser and Great American Cookies, they have 5 different brands (including the cookie cake company we all know and love (okay, me especially), Marble Slab Creamery, etc.)
- Kaiser and Company are looking at mobile as a means to have a strong online order platform
- Like PeterBrooke, Great American Cookies is looking at NCR for Silver as their POS of choice. I’m wondering now if this was all a set-up that the two retailers are touting a fellow panel member’s new product… Hmm…
- The cost and set-up of using a mobile POS is minimal with incredible benefits including the ability to engage the EMPLOYEES through learning management. Also, these POS systems enable better customer experiences by connecting loyalty programs
- Great American Cookies noticed 60% of visitors a couple years ago to the mobile site also signed up for their loyalty program (that’s a great attach rate…)
- For Springbot (very cool company that I’ve heard a lot about in the Atlanta startup scene), they can see data for hundreds of stores. They’ve noticed big shifts of mobile traffic from 19 to 28% over the last year
- Like the earlier panel “Prove It”, Brooks sees a lot of merchants forgetting to mind the message and formats of their email marketing campaigns. If emails aren’t formatted properly for the mobile device, merchants aren’t going to reach customers (who can read that??!)
- Speed of the site from an infrastructure perspective is a growing critical element… one that even Google’s ranking system takes into account
- Springbot sends nightly email with recommendations to the customer (the retailer) on improvements — go beyond just dashboards and reports by actually suggesting
- David Kaiser is a HUGE advocate for a simple box that can aggregate and consolidate data across multiple POS systems. For Great American Cookies’ franchises, they can sit on different POS’s… getting meaningful data can be a challenge
- A lot of excitement and interest in Apple Pay as well as Apple Passbook as means to not only pay via mobile to engage new, younger audiences, but also the ability to replace merchant-specific apps. Most consumers really don’t want to download and install new apps
- Merchant-specific apps really have to add a lot of value in order to get engagement
So this was a cool little surprise that I learned about a month ago that there was going to be this conference called Mobility LIVE! in Atlanta hosted by the good people of the Metro Atlanta Chamber. The conference runs for two days bringing together some of the most influential companies together to share their thoughts on mobile technology, and how they’re companies are “mobilizing” to both capture the opportunity and address it.
- From Jaspal, the opportunity in mobile lies in “speed to science”. That is, the ability to empower epidemiologists in the field to quickly analyze data. The CDC, as many people are aware of the Ebola outbreak in Africa are hearing about, must deal with lots of issues around analysis and the speed to which they can understand pandemics. The U.S. is obviously incredibly structured with robust communication lines. In Africa, these are luxuries nowhere to be found.
- From Margaret, Merlin Mobility sees her company’s endeavor into Augmented Reality as a key piece in the future to empower largely two functions: sales and training. From a sales perspective, contractors or merchants can super-impose images of potential products and how they fit thereby enabling faster, more effective sales opportunities. Very interesting to see how they’re also working with companies in the entertainment industry (like amusement parks) to engage customers in situations like long queues.
- I got a chance to catch up with Margaret later in the day, and she didn’t mention “marketing” explicitly, but she does see marketing as a function of sales, just much earlier in the funnel.
- Per Matt, Home Depot sees mobile as an additive experience/ tool for consumers in the stores. For many retailers, mobile means “showrooming” and lost sales. For Matt, he sees mobile as a way to empower customers who walk into Home Depot’s 2,000 stores as means to search for products, validate products, and ultimately, make a buying decision.
- Anthony (“Tony”) of BitPay sees mobile as a very young, nascent world in payments. Many payment processing startups and companies are built on credit cards which was largely structured 50, 60, 70 years ago. The world is changing to embrace more digital currencies where open structures will dictate real regulation versus the highly lobbied regulations of today’s financial institutions.
- There’s a feeling of excitement and apprehension to Apple Pay – Apple’s solution/ foray into mobile payments announced during Apple’s recent Worldwide Developer Conference. The general feeling is that Apple has a way of creating markets and creating inflection points where previous companies may have struggled to get significant handholds. However, there’s still lingering effects of Apple duds including Apple Maps that reminds these Execs that not everything Apple touches will turn to gold.
- Tony sees Apple Pay as a great enabler for larges swathes of the market to start embracing their mobile phones as means for payment. He likes to look at emerging markets in this respect as in many emerging markets, most people don’t have bank accounts. Bank accounts are for the wealthy. However, everyone has a cell phone, and for many citizens in emerging markets, payments can include the exchange of minutes.
- Mitigating against the risk of Amazon or other ecommerce sites, Home Depot cites its competitive advantages as actually BEING those 2,000 stores. It gives Home Depot incredible reach and localism where they may branch into more delivery options beyond just the “ship-to-store-for-free”. Instead, they may start exploring “ship-to-consignee” from its stores. That is, each one of its stores may be mini-distribution centers. Now, imagine how great that would be for its network of professionals and contractors – who account for 33% of Home Depot’s business – that may need delivery of goods same-day.
- Talk of drones? Meh. It’s cool, but there are some heavy regulations on that. And besides, delivering a book is cool, but delivering a “bumper” would be bit taller (higher?) task.
- Margaret sees a growing desire for hands-free applications including leveraging augmented (and virtual) reality technologies. Things like wearables including Google’s Glass are just the tip of the iceberg now.
- Tony sees the next great wave of opportunities in globalization/ global commerce. The challenge for this today is transactions (payments) across borders. With digital currencies like Bitcoins, those challenges can be greatly addressed.
Hack-Back Invitational Finalist presentations… for the last 30 days, teams create hacks (technology solutions) to address problems for three major social enterprises home-based in Atlanta – American Cancer Society, Boys and Girls Clubs of America, and Points of Light.
- For the American Cancer Society, it looked like the major problem points/ opportunities they tasked teams to do was utilizing technology to connect the community of the Cancer Survivors Network (CSN). That could include opportunities connect those undergoing treatment, those who have undergone treatment, survivors, etc.
- The Boys and Girls Clubs of America looked to showcase the positive effects of clubs as part of its programs for prospects, members, and those affiliated with the members (including family members, friends, etc.). Hacks were largely built around club discovery and showcasing those who have stories from their experiences and how they’ve leveraged those experiences into their present.
- The Points of Light organization seemed to want to address areas including getting involved via volunteer opportunities and creating greater awareness of the organization’s efforts.
- Great to see so many hackers on the finalist teams with what seemed like other non-entrepreneurial backgrounds. Some teams were formed from their work colleagues who just wanted to work together to help solve these problems for great organizations.
- One of the Magentic teams showed off its cool augmented reality hack as a way to raise awareness of the Points of Light historical landmarks. That is, if you were in D.C., for example, you could hover your phone (with the app) over a point of reference such as a landmark, and get a super-imposed image of a famous figure to share his/ her historical achievement. Their vision was to also sell “coins” so you could really learn more about different landmarks and the like without having to actually travel. The proceeds from selling these coins would go to Points of Light.
Other interesting things included the Tino Mantella (CEO of the Technology Association of Georgia (TAG)) speaking after the Hack-Back presentations about the outstanding demand for engineers and programmers here in the state of Georgia.
- Many CIOs are citing 6 months to fill some programming needs.
- With the Governor of Georgia, TAG is working to implement ‘Code & Programming’ courses for credit in all high schools àgo beyond the 100 out of 400 high school programs who actually have advanced placement (AP) courses for programming today