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1 Fundamentals of the Industries. |
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1. Mobile services – fiasco or roaring success?. |
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1.2 Who needs mobile services, really?. |
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1.3 The telecom, media and IT industries coming together. |
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1.4 Content and media industries going mobile. |
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1.5 Making a business out of it all. |
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2 Understanding the Customer. |
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2.1 Why understand the customer?. |
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2.2 Mobile applications – the customer’s viewpoint. |
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2.3 A change to a market-led approach. |
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2.4 Understanding consumers. |
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2.5 Understanding the business market. |
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3 Creating a Winning Service Offering. |
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3.1 Exploring service creation. |
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3.2 The three dimensions of service creation. |
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3.3 Technology push creating services based on integration of technology enablers. |
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3.4 Market pull creating services based on customer demand. |
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3.5 Building market channel access. |
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3.6 Going forward, how can we create more winning services?. |
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4.1 Designing services for success in the real world. |
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4.2 Services classification. |
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4.3 Key factors of strong mobile applications. |
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4.4 Creating mobile media services. |
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5 Managing the Customer Experience. |
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5.1 What the customer experiences. |
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5.2 Maximizing the experience. |
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5.3 Minimizing the barriers to use. |
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6 Mobile Devices – Leading the Way. |
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6.1 The importance of mobile devices. |
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6.2 Mobile device architecture – the building blocks. |
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6.3 Evolution of the building blocks in an application and media perspective. |
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6.4 Other important enablers for applications and media. |
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6.5 The mobile device as a driver of new application fields. |
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6.6 Mobile device adaptations. |
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7.1 Understanding the service environment. |
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7.2 A service environment wish list. |
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7.3 Service environment design. |
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8 Deployment of services. |
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8.3 Solution integration. |
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9 Commercial Launch Experiences. |
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10 Feedback and Improvement. |
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10.1 How are our services performing. |
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10.2 End-to-end service assuranc. |
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10.3 The expanding end-to-en. |
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10.4 Kaizen continuous improvement . |
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Appendix 1: Take Five Consumer Segments. |
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Appendix 2: the Most Mobile Work Roles. |
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