Mobility 4.0 Digital Trends & Customer Expectations Nisar, - - PowerPoint PPT Presentation
Mobility 4.0 Digital Trends & Customer Expectations Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7 th July 2015, Session :1E Mobility - Content Digitalisation and Digital Trends Customer
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility - 2
Mobility 1.0 Mobility 2.0 Mobility 3.0 Mobility 4.0 Degree of complexity Mobility using steam and internal combustion engines Mobility using electrical energy Mobility using computers and IT systems Mobility by linking the digital with the real world
Mobility 4.0 stands for the interface between real and virtual world and a very distinct trend towards individualised products
3 Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
Digital life Day-to-day activities, hobbies and work are increasingly organised using (mobile) internet and smart devices Transport innovation Cars and trucks are becoming more connected, safer and more efficient – CO2-neutral, fully automatic cars will be ready for series production by 2030 Connected transport Customers are increasingly demanding inter-/multimodal and usage-based transport solutions Smart simplicity Increasing demand and willingness to accept higher prices for smart, simple products and services
Four trends describe digitalisation and have a particularly strong impact on customer expectations for mobility services in the future
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2000 2013
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
The mobility sector is currently influenced by digital trends and resulting changes of customer expectations
Four digital trends Innovations from Silicon Valley Digital trends Customer expectations
Digital life Transport innovation Connected transport Smart simplicity
5 Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
New technologies generate disruptors, but also offer opportunities for new business models to improve the market position of HSR
Examples of possible disruptors for DB Bahn Data analytics P2P ride sharing Video con- ferencing Auto- nomous vehicles
6 Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
Straightforward
Customer needs analysis indicates that four factors aside from basic quality have impact on the DB customer experience
Convenient Sustainable Reliable
(on-time, clean)
Aggregated experience factors Aggregated basic factors Customer experience Personalised Enriching Efficient
(incl. price/speed)
7 Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
So far, DB Bahn showed a good first approach responding to digitalisation and the new customer expectations
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DB Navigator Qixxit Call a Bike app Flinkster app
Customer Experience / Customer Journey Successful examples from DB Bahn
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
The Mobility 4.0 initiative derives DB Bahn's vision based on three scenarios for the mobility market of the future
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Mobility market
Low-price mobility and sharing Autonomous cars Digital journey
Cheap mobility concepts
are the norm
Sharing of all kinds (P2P,
B2B/C), car ownership declines
Focus on core services ("no
frills"), e.g. long distance coach service
Inspiration/planning and trust
via social networks
Individual travel
experience; travel time is usable time
Autonomous vehicles in all
classes and the first swarm car fleets
Smart traffic management
prevents traffic jams
Digital personal assistant
books intermodal travel based on customer preferences
Proactive, dynamic
trip (re-)scheduling (machine- to-machine)
Mobility service providers only
make capacity available
Smart, intermodal transport
and capacity management
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -
Ensure quality level Advance core business Proactive design of the future ...to stay successful in the future ... to mitigate risks and to open new markets
Digital journey Low-price mobility and sharing
1 3
Autonom
2 ... focus on basic criteria of customer satisfaction (e.g. punctuality, cleanness, etc.)
To be successful in the future we will retain our quality level, advance
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Focus on customer needs Offer extension Individual customer experience Leading in digital platforms Innovative and agile DB Appropriate quality level and competitive costs
Nisar, Naffati Business Consultant, DB International, Germany Tuesday,7th July 2015, Session :1E – Mobility -