1. Webinar Sensor-Driven Apps: The Future Of Customer Experiences Mike Gualtieri, Principal Analyst June 18, 2014. Call in at 10:55 a.m. Eastern time Rowan Curran, Researcher

2. © 2013 Forrester Research, Inc. Reproduction Prohibited2 Agenda › Why sensors? What can they do? › Sensor-driven apps › Use imagination to unlock opportunities today

3. © 2014 Forrester Research, Inc. Reproduction Prohibited3 Read the report! Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

4. © 2014 Forrester Research, Inc. Reproduction Prohibited4

5. #AoC

6. Trend Consumers want to be treated like royalty.

7. Treat customers like royalty to get their loyalty.

8. © 2014 Forrester Research, Inc. Reproduction Prohibited8 › Female › 28-years old › Copley Square, Boston › 5 p.m. Which coupon do you serve her? 1.Summer drinks and apps 2.Coffee and snack 3.Hot chocolate and cookies What does this customer want right now?

9. © 2014 Forrester Research, Inc. Reproduction Prohibited9 Sunny, high activity Sunny, low activity Cloudy, high activity Cloudy, low activity Accelerometer readings Weather readings Use sensors to take action based on context

10. #Sensors

11. DEFINITION FORRESTER Sensors are real-time data collectors that measure one or more physical properties of the person, place, or thing without explicit action or input from a human.

12. © 2014 Forrester Research, Inc. Reproduction Prohibited12 1. 12% 2. 34% 3. 53% 4. 87% Sensor data Quiz › How many US online adults currently use or would be interested in using a sensor device from a brand they trust? Base: 3,949 US online adults; Source: North American Consumer Technographics Consumer Technology Survey, 2014

13. © 2014 Forrester Research, Inc. Reproduction Prohibited13 Sensors can uniquely enable three new tiers of app functionality Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

14. © 2014 Forrester Research, Inc. Reproduction Prohibited14 › John Deere’s “Farm Forward” helps make farming more precise with data from weather, soil, harvester, and seed quality sensors. Content enrichment

15. © 2014 Forrester Research, Inc. Reproduction Prohibited15 › Google Maps uses aggregated location sensor data to provide in- the-moment enrichment of driving context. Context enrichment

16. © 2014 Forrester Research, Inc. Reproduction Prohibited16 Predictive enrichment › Union Pacific Railroad uses temperature, vibration, and acoustic sensors to predict maintenance needs, increase safety, and reduce costs.

17. © 2014 Forrester Research, Inc. Reproduction Prohibited17 Sensors can uniquely enable three new tiers of app functionality Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

18. © 2014 Forrester Research, Inc. Reproduction Prohibited18 Sensor taxonomy Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

19. © 2014 Forrester Research, Inc. Reproduction Prohibited19 Local or remote Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

20. #SensorApps

21. How can Spotify use accelerometer data generated by customers while they listen? Prediction

22. How can you predict when to turn up the heat?

23. Context What if you knew your customers were “show-rooming” when they walked through your store?

24. Content What could you predict if you had the court location of the ball and players 25x per second?

25. M.J. Bale’s new suit lets users make NFC payments with its cuff. Context

26. What if heart rate sensors were integrated into the headsets you’re already wearing while you work out? Content

27. AccuWeather leverages its existing sensor data and user location to provide guidance on allergens, activities, and sports. Predictive

28. Lose It uses Fitbit’s accelerometer to track user activity for weight management. Context

29. #Opportunity

30. © 2014 Forrester Research, Inc. Reproduction Prohibited30 Design apps that use sensors Source: June 25, 2013, “Predictive Apps Are The Next Big Thing In Customer Engagement” Forrester report

31. © 2014 Forrester Research, Inc. Reproduction Prohibited31 You must infuse your app architecture with contextual, predictive components Source: June 25, 2013, “Predictive Apps Are The Next Big Thing In Customer Engagement” Forrester report

32. © 2014 Forrester Research, Inc. Reproduction Prohibited32 › Inventory existing sensor data › Research new sensors. › Find opportunities in your current app for content enrichment and content detection. › Design predictive apps. Design sensors into your apps

33. #Imagination

34. © 2014 Forrester Research, Inc. Reproduction Prohibited34 If you can measure it, then you can use it

35. © 2014 Forrester Research, Inc. Reproduction Prohibited35 Collectors Capture Store Archive Journalists Reports Dashboards Alerts Innovators Big data Predictive analytics Streaming TransactionsLogsInnovation Sensors are about business innovation, but not if you don’t use them

36. © 2014 Forrester Research, Inc. Reproduction Prohibited36 Schedule an inquiry! Source: April 22, 2014, “Use Sensors To Take Apps To The Next Level Of Customer Engagement” Forrester report

37. Thank you Mike Gualtieri mgualtieri@forrester.com Rowan Curran rcurran@forrester.com

38. © 2014 Forrester Research, Inc. Reproduction Prohibited38 Forrester Reader For iPad THE EASY WAY TO READ OUR RESEARCH — ANYTIME, ANYWHERE › Discover new content. › Read online or offline. › Highlight and share excerpts. Download at forrester.com/app or directly from the Apple App Store.