Marie Wieck Addresses Mobile Computing Issues: Mobile Devices Change Customer Systems Of Engagement Forever
By Susan Eustis
Mobile is everywhere. Marie Wieck and IBM have evolved a forward looking, effective way for businesses to use software tools to implement customer systems of engagement. These IBM systems and tools are far ahead of anything competitors offer. In terms of sophistication, integration, ease of use, and effective business implementation, the tools represent a dramatic improvement in business reach to customers.
Mobile devices change customer systems of engagement forever. There is more interaction possible. In 2013, there are 6 billion connected mobile devices. Of these, the 1.6 billion smart phones are set to grow to 6 billion installed smart phones by 2018, illustrating that strong growth in the overall number of connected smart devices is expected. The capture and organization of data from mobile devices represents significant opportunity for IBM to analyze information and provide information back out to consumers. Once IBM systems can be used to collect information from the devices and from sensors located everywhere there is a need and opportunity to make that information useful.
Marie Wieck is the General Manager, WebSphere Software at IBM. In this role, she manages application development and mission critical messaging product sets in the context of cloud computing initiatives. The application and integration middleware business unit in IBM Software is core to business initiatives and to supporting innovation worldwide. In the general manager role, Marie Wieck leads an organization of 7,000 software development, marketing, services, and sales professionals. She has oversight for IBM’s WebSphere software portfolio including web application servers, transaction and messaging systems, integration, and business process management solutions. Marie is a leader in key strategic initiatives for IBM, including cloud and enterprise mobile technologies. She is a mentor to her employees and very much a family person.
At the Pulse meeting Marie Wieck talked about how mobile devices need to be leveraged with customer systems of engagement. The primary consumer engagement is the mobile device. Mobile devices change how businesses interact with their customers. IBM is embracing the opportunity to engage in a more modern manner. This positions IBM with a significant winning proposition in the market. The product set is well thought out and manages end points in a seamless, meaningful manner, providing significant competitive advantage to the company. Mobile systems of engagement from IBM are superior to any others on the market.
Mobile systems of engagement change the nature of business transactions, because on the go transactions change the nature of commerce. Mobile devices that are cloud enabled create multiple channels for any single transaction. They permit research on web multichannel integration. They permit use of analytics to understand the customer and what is driving the customer. The businesses that are leveraging systems of customer engagement need the support of brand consistency.
Building brand loyalty is a priority for companies. Systems of customer engagement are evolving the ability to create insight into how people are engaging with the business.
Analytics can be used to describe how customers interact with the business. People, employees, are interconnected using social media software systems. Connected sensors, connected vehicles, connected manufacturing operations, connected electric grids, and connected utilities are part of mobile device interactions with customers.
Mobile devices can be used to affect how customers interact with in store presentations of products for sale. Analytics can be used to determine trends. Customers can be reached more effectively by centering efforts around mobile. Key opportunities relate to understanding common threads in consumer experience.
Mobile devices provide information to businesses that provide primary context aware systems. Network access is relevant to finding new ways of growing productivity. Systems of engagement are part of social and mobile device management. Analytics are used to drive the new experiences, new channels, and to provide new customer insights. IBM mobile systems permit sharing the art of the possible with the analytics that support direct customer engagements in new ways.
IBM understands that unified device management is key to reaching customers. All business is about reaching customers, so the IBM software systems are core to business operations. As the 6 billion mobile connected devices become even more useful with more apps, there is a need to stand up infrastructure to deploy apps using existing Windows and PC connectivity. This is central to providing manageability, to having the ability to control mobile devices. The IBM systems permit end point management with existing APIs, do not require development of new APIs for every different device, creating significant competitive advantage for the IBM Company.
Marie Wieck described how IBM has instantiated systems that will be usable for businesses as mobile devices continue to proliferate.