Challenges for customers satisfaction on nfc smartphones - 2012-01-26

Life with a gesture: Challenges for customer’s satisfaction on NFC smartphones

François Lecomte

Managing Director

Forum des services mobiles sans contact

Mobile : +33 6 81 49 44 94

Email : [email protected]

January, 26th, 2012

Facts

2012-01-26 : Challenges for customer’s satisfaction on NFC smart phones 4

A matter of convergence…

The convergence of :

Web Mobile

NFC contactless technology

is going to disrupt consumer habits !


Making simple for users… Hmm

1. ATAWAD(*) digital contents provisioning, on demand

Coexistence of old fashioned phones, smartphones and NFC mobiles.

Services based on : NFC tags, 1D/2D code, LBS, Bluetooth, SMS, etc.

2. Secured dematerialized transactions (payment, tickets,…)

Coexistence contactless cards and NFC mobiles.

Infrastructures to be upgraded or implemented

o Transport (ISO-14443 type B versus B “prime”).

o Contactless capabilities at Point Of Sales (POS) : payment, loyalty, etc.

3. Peer-2-peer communication

Phone-2-Phone, Phone-2-Cards, Phone-2-Devices….

(*) ATAWAD : Any Time, Any Where, Any Device


Mobile + Local tendencies

Less frontiers between digital and real world

• ROPO – Research Online, Purchase Offline & STORE-TO-WEB

• SoLoMo – Social Local Mobile

• MET – Mobile Economic Time

Mutualized infrastructures and services platforms

• Massive deployments of contactless payment terminals in Commerce.

• Digital Identity and secured login – online services

Proximity services : online & offline

• Online : web based services featuring strong authentication.

• Offline/Online : Keys and data stored on SIM or Mobile devices.

Acts


The “French” cooking recipe

Value proposal

for users

Leading

territories

Innovation

support

Collaborative

work

Global

vision


“Mobile contactless services Forum”

OUR GOAL :

Faster development of mobile contactless (NFC) services.

48 members (private companies)

MNO’s, Banks, Retail Industry, Transport/Cities & Technology providers + Startups

French government endorsement

Eric Besson, Ministry of Industry

Open to multiple contributors

AFSCM, AEPM, GART, business consortiums, regulators, consumer’s associations

Linked to public sector :

Cities, departments, regions decision makers

“A multi-services wallet in my mobile phone ?

Make it happen!”


A Forum for collaborative sharing's

An open ecosystem

• Members

• Contributors

• Startups

• National

Authorities

• Local territories

• Analyse and understand goals and usages

• Relay information

• Share knowledge

• Facilitate synergies between private and public players

• Impulse projects

• Move forward to common commitments


Leading “mobile contactless cities”

• Nice project in 2010

• Leader’s nfc territories

collaborative work

in 2011

• Call for project : 20 M€

17 projects selected

for 2012-2013

• + 1/3 French people

impacted

Paris

Toulouse

Rennes Strasbourg

Lille

Caen

Bordeaux

Marseille

Nice

9 leader’s NFC territories in 2011

Must


Valuable services for customers

MORE CHOICE

EASY TRANSACTIONS

IN CONFIDENCE

BEST DEALS


5 key ingredients for success

Simple It’s only one gesture

Convenient One single tool for a large range of services.

Close

Designed for proximity services

Safe

Non intrusive and 100% secured. All transactions made on demand.

Universal Standardized for national use and (we expect) international.

NFC => a common enabler


Some basic users questions to deal with

Help ! My mobile has

been stolen or lost.

Grrr… I can’t redeemed

the bus ticket I purchased.

Does this shop accepts

contactless mobile payments ?

Oops, I do not have

battery life anymore !

Where can I use this

digital coupons loaded ? How does this city

audio-guide feature work ?

Contactless use should

cost a fortune… What about my privacy ?

Is this really

secured ?


A digital wallet called “Cityzi”

Transport Card

Loyalty Cards

Access services

My contactless mobile phone A multiservice wallet…

Credit/Debit Cards

Tag reader

2D Flashcode

& NFC tags

Internet Connexion

Brand name

Goal


Massive mobilization in France

More territories proposing NFC services

Nice, Caen and Strasbourg starting now… Other cities to start soon.

More contactless services offered

Massive concentration of NFC services on leading territories

Multiple opportunities of use

More NFC handsets delivered (mainly smartphones)

Goal = Millions NFC handsets to be delivered in 2012

More customer seduced

Services has to be : cool, fancy… and trusted.


Europe vision - to be defined

Several projects ongoing over Europe…

Many experiences to be shared. Common vision ?

Standardization

• NFC secured transactions. SIM secured element ?

• Open platforms for proximity NFC services delivery.

Seamless customer experience

• Customer path : Applications life cycle and AppStores

• Labeling NFC tags : Cityzi, N-Mark, other visuals ?

Regulation, taxes and laws

• Privacy, services quality, local taxes, CE rules, etc.

• Industry competitiveness at Europe level


Let’s play as European, because it’s worth it !

Leading territories to take-off over Europe in the next 2-3 years

Over 10 cities to start services in France - including Paris area.

Nordics, UK, Germany, Spain, Italy also have initiatives.

Experiences need to be shared over Europe.

A “mobile contactless” business channel to emerge

More and more NFC services from private and public issuers

“Open and Secured” proximity services offered to customers

Expectations : economical growth, competitive industry, local employment

European initiatives to converge on standards and rules

A 500 million users market at stake

It’s worth it working together for value creation.

Thank you !

François Lecomte

Managing Director

Forum des services mobiles sans contact

Mobile : +33 6 81 49 44 94

Email : [email protected]


Our 48 members

Industry and technology providers

• Accenture

• Dassault Systèmes

• Gemalto

• Inside Secure

• Nokia

• NXP

• Oberthur Technologies

• Prosodie

• RIM Blackberry

• Safran Morpho

• Samsung Electronics

Commerce, Retail, Medias, Entertainment

• Casino

• Clear Channel

• LaSer

• PMU

• Française des Jeux

Public Transport, citizen’s life and collectivities • Caisse des dépôts

• Keolis

• RATP

• SNCF Proximités

• Transdev

• Veolia Transport

Bank and finance services

• Atos Wordline

• BPCE

• BNP Paribas

• La Banque Postale

• Carrefour S2P

• Crédit Mutuel CIC

• MasterCard France

• Moneo Payment Solutions

• Société Générale

• Visa Europe

Mobile Network Operators

• Bouygues Telecom

• NRJ Mobile

• Orange France Telecom

• SFR

SBU/Startups Adelya, Airtag, Connecthings, Digital Airways, Moviken, Neowave,

Octoplus, Otipass, Rodrigue, Snapp, Think&Go NFC, Weave