“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 Expectations Customer Experience Future challenges Nisar, Naffati Business Consultant, DB International, Germany 2 Tuesday,7th July 2015, Session :1E – Mobility -
Mobility 4.0 stands for the interface between real and virtual world and a very distinct trend towards individualised products Degree of complexity Mobility by linking the digital with the real world Mobility using computers and IT systems Mobility using electrical energy Mobility using steam and internal combustion engines Mobility 1.0 Mobility 2.0 Mobility 3.0 Mobility 4.0 Nisar, Naffati Business Consultant, DB International, Germany 3 Tuesday,7th July 2015, Session :1E – Mobility -
Four trends describe digitalisation and have a particularly strong impact on customer expectations for mobility services in the future 2000 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 2013 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 Nisar, Naffati Business Consultant, DB International, Germany 4 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 Connected life transport Transport Smart innovation simplicity Digital trends Customer expectations Nisar, Naffati Business Consultant, DB International, Germany 5 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 Auto- nomous Data vehicles analytics Video con- ferencing P2P ride sharing Nisar, Naffati Business Consultant, DB International, Germany 6 Tuesday,7th July 2015, Session :1E – Mobility -
Customer needs analysis indicates that four factors aside from basic quality have impact on the DB customer experience Aggregated experience factors Aggregated basic factors Customer Efficient Enriching experience Convenient (incl. price/speed) Sustainable Personalised Reliable Straightforward (on-time, clean) Nisar, Naffati Business Consultant, DB International, Germany 7 Tuesday,7th July 2015, Session :1E – Mobility -
So far, DB Bahn showed a good first approach responding to digitalisation and the new customer expectations Customer Experience / Customer Journey Successful examples from DB Bahn Call a Bike app DB Navigator Flinkster app Qixxit Nisar, Naffati Business Consultant, DB International, Germany 8 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 Mobility market Low-price mobility Digital journey and sharing Autonomous cars Cheap mobility concepts Individual travel Digital personal assistant are the norm experience ; travel time is books intermodal travel usable time based on customer Sharing of all kinds (P2P, preferences Autonomous vehicles in all B2B/C), car ownership declines classes and the first swarm Proactive, dynamic car fleets trip (re-)scheduling (machine- Focus on core services ("no to-machine) frills"), e.g. long distance Smart traffic management coach service prevents traffic jams Mobility service providers only make capacity available Inspiration/planning and trust via social networks Smart, intermodal transport and capacity management Nisar, Naffati Business Consultant, DB International, Germany 9 Tuesday,7th July 2015, Session :1E – Mobility -
To be successful in the future we will retain our quality level, advance our core business and design the future proactive Ensure quality level Advance core business Proactive design of the future ... focus on basic criteria of ...to stay successful in the future ... to mitigate risks and to open new customer satisfaction (e.g. markets punctuality, cleanness, etc.) 1 3 2 Focus on Offer Autonom Digital customer Low-price extension needs mobility ous cars journey and Individual Leading in sharing customer digital experience platforms Appropriate Innovative quality level and and agile DB competitive costs Nisar, Naffati Business Consultant, DB International, Germany 10 Tuesday,7th July 2015, Session :1E – Mobility -
...Thank you for your kind attention
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