Although mobility has been around for roughly a decade, it’s time for organizations to embrace Mobile 3.0. Mobile 1.0 was all about mobilizing traditional websites, and Mobile 2.0 focused on building native apps to simplify mobile use. The latest evolution introduces a convergence with big data analytics and social to create a much larger, seamless network of systems.
To make the most of Mobile 3.0, IT leaders need to focus on fostering seamless interactions between commonly used applications. For instance, the utilization of data among CRM software, accounting and engineering applications needs to transpire without having to continuously switch between applications.
To accomplish this goal, it’s important to know what kind of mobile data users need, and how it’s produced. This helps identify which subsystems have the most value to the user base. Without subsystem enablement (including sensors, cloud-enabled systems, analytics, etc.) organizations will not have the complete experience.
It’s easy to see how this enablement takes shape. Just consider the role of mobility in an Internet of Things example — for instance, connected cars that inform drivers of necessary maintenance or other viable concerns as they approach another vehicle. While all of this information appears on the mobile device, it’s only possible through subsystems enablement.
Of course, far too many organizations are missing out in traditional places as well. For example, people still stand in long lines at the department of motor vehicles to pay for vehicle registrations. While the agency may have a website, it’s rarely mobile-friendly. The same is true with many traditional banks. Although everyone offers some form of mobile banking, lines still form at brick-and-mortar locations.
The reality is that there are opportunities to meet customers at the door. If the customer doesn’t want to use mobile, CIOs can empower employees to use mobile to improve the point of contact. It’s a perfect customer service scenario that applies to most sectors.
Of course, CIOs need to make sure their own businesses are leveraging Mobile 3.0 capabilities when serving employees. After all, when companies start from within, it’s significantly easier to understand where to improve the customer interaction.
As Mobile 3.0 becomes the standard, organizations will realize mobile is about far more than email and web browsing—it’s about enabling an entirely new philosophy of operation.