Organizations are not leveraging the full potential of mobility. Capgemini Consulting research with the MIT Center for Digital Business on digital transformation showed that only 8% of companies are using mobile technologies to transform their customer experience, and 14% for operational processes. We also conducted a separate study to understand the extent of usage of mobile technologies for 80 leading companies across sectors and the impact of this usage on their end-users. Only 18% of companies are in the advanced stage ('Top Performers') of mobile maturity. 'Top Performers' offer feature-rich mobile apps, adopt organization-wide mobility and continuously focus on improving mobile capabilities through investments and strategic alliances.

1. Mobility
Matters?
Why
Organizations are not Leveraging
Full Potential of Mobility
Oil & Gas
Beginners
30
18%
Retail
Slow adopters of mobile
technologies to improve
customer experience, internal
operations or transform
business model
70
10
70
20
Pharmaceuticals
Financial Services
30
20
20
60%
Followers
70
Have taken progressive but
fragmented approach
towards mobility across
these areas
Consumer Products
60
Telecom
20
40
80
60
22%
Top Performers
Manufacturing
10
Have well-defined strategy for
mobile initiatives including
customer and employee-facing
apps, enterprise mobility and
future investments around
mobile
70
20
Technology
40
60
Only
of companies are using
mobile technologies to
transform their customer
experience,
8%
and
for operational
processes1
14%
High
Mobile Maturity differs across sectors
of Top Performers
belong to the Telecom,
Technology and Financial
Services domains
Mobile Maturity
86%
while
of Beginners belong to
the Oil & Gas and
Pharma sectors
Low
56%
Low
High
End-User Uptake
How does Mobility Drive Customer
Experience across Sales Cycle?
03 Delivery and Consumption
Navigation apps
Shipment alerts/ tracking apps
02 Sales Transaction
04 Customer Service
Products/services consumption
feedback through mobile channel
M-commerce platform
Dealer/repair shop locator apps
Virtual sales assistants/stores
Mobile apps tracks and enhances
service request processing
Shopping-list builder apps
Sales
Cycle
Click-to-call for service
01 Sales and Promotion
05 Loyalty Management
Product/price comparison tools
Mobile alerts/notification for
product/service renewal
Events updates on mobile to
drive store visits
Mobile loyalty programs/apps
Wal-Mart app users
spend 40% more per month
compared to non-app users 2
M-coupons
How does Mobile Technology
Improve Operations?
Mobility
Drives Employee
Productivity
Improves Collaboration
between Salesforce and
Customers
59%
66%
organizations agree that
use of mobile technologies
can transform
3
operational processes
organizations have not fully
utilized mobile technologies
to improve operations
Enhances Supply-Chain
Efficiency
Boosts Performance
across Internal
Organizational Services
Mobility Innovates
Traditional Business Models
Mobility
Pay-as-you-drive model can result in
Opens up new avenues
for offerings based
on mobility
automobile insurance premium discounts
4
up to 30% based on the safe driving habits
Sell anywhere in the
world regardless of
location
Augmented Reality enables organizations
to create a virtual presence without the
need to have physical infrastructure
Creates more efficient
operating models for
companies
Mobility also helps in creating more efficient
operating models such as m-health initiatives
Why are Mobile Technologies
Not Widely Adopted?
Data security
Pace of
Technology Evolution
41% of senior executives in 6,000
organizations see mobility as a
leading IT risk 5
Evolution in mobile technologies
increases complexity in device
management
Compatibility
Inability to
measure ROI
Integrating organization-wide
mobility with other technology
initiatives requires significant
reconfiguration around network
design and policies
Unclear cost estimates
around mobility support
makes ROI measurement
difficult
Roadmap to Build an Effective
Mobile Strategy
Define Strategy
and Prioritize
Business Objectives
1
Assess
Infrastructure
and Compliance
2
Deploy Mobile
Technologies
3
Sources:
1 Capgemini
Consulting and MIT-Center for Digital Business (CDB), Phase I study, “Digital Transformation:
A Roadmap for Billion-Dollar Organizations”, 2011
2 The GSMA Mobile World Live, “Wal-Mart reveals more mobile success”, June 2013
3 Capgemini Consulting and MIT-CDB, Phase II study, 2012
4 The Wall Street Journal, “Auto Insurers Bank on Big Data to Drive New Business”, February 2013
5 Symantec and Applied Research, “State of Mobility Survey”, 2012
Reach out: Interested in reading the full report?
Visit http://www.capgemini-consulting.com/harnessing-mobility
Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com
Measure
Performance
Continuously
4