Right-Time Experiences: Driving Revenue with Mobile and Big Data

Part IIWhy Right-Time Experiences are Key

New market models offer both opportunities and threats for established businesses. Threats include:

• Shrinking revenue and profits
• Contraction and substitution
• Diminishing control over the market because an organization cannot force customers to do anything, nor can it keep competitors out of the market due to low barriers to entry

New technology—mobile, big data, cloud computing—creates new possibilities as well. Opportunities include improved efficiencies, one-to-one relationships, and real-time intelligence and action. Companies see the change in business, but many are still operating under the constraints of tired business processes even as they attempt to offer services for the new world.

Companies that hope to flourish will have to change their applications and services to take advantage of these new opportunities. Businesses will need to create what I'm calling right-time experiences (RTEs). Basically, this is providing information and services that consumers, employees, and partners need (or would like to have) when they need it.

Right-time experiences are products, services, and workflows that offer a person the right information and services at the point of need or desire.

As I've pointed out, technology has set massive forces in motion. Organizations have options to embrace efficiencies and offer opportunities to customers, employees, and partners that were not possible in the past. To do so, however, means leveraging the ...