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Mobile Commerce Strategies and CROME Triggers By @KRBenedict | @ThingsExpo #IoT

Personalization is required in mobile commerce apps today, but personalization without context is irrelevant

In my research on mobile commerce and mobile consumers' behaviors this year, the need to personalize a user's mobile/digital experiences always comes up as a top priority.  Everyone wants an experience that is relevant. However, as I pondered these studies, it occurred to me that personalization is only a part of the solution. If you received an SMS message on your smartphone about a shoe sales (your favorite brand and style), that ended yesterday, at a location hundreds of miles away, the personalization would be without value.  Yes, it is your preferred brand and style, but not in your location or at a relevant time.  So there is something missing.

We, at Cognizant's Center for the Future of Work, have identified through our research the need for CROME (contextually relevant, opportunities, moments and environments) triggers. CROME triggers are bits of data that provide context, which can be used to provide relevant personalization at a specific time and place. For example, you buy concert tickets on a mobile app.  When the event ends, the app automatically shows you (based on CROME triggers) available car services and public transportation close to your location with an option to order a pick-up with one click.  The CROME triggers in this example are:

  • The purchase of concert tickets
  • Known date and time of concert
  • Known location and venue
  • Recognized distance from your home address
  • Your movement which predicts the concert has ended
  • Your physical location
  • Weather conditions
  • Visibility into the locations of available cars

These CROME triggers provided the data that when analyzed, understood and integrated with relevant personalization engines, can optimize the user's experience.

There are at least six challenges when implementing a CROME strategies:

  1. Identify the required CROME triggers
  2. Understand what specific CROME triggers mean
  3. Understand where and how CROME triggers can be placed, collected and transmitted
  4. Monitor and analyze CROME triggers in real-time
  5. Connect specific CROME triggers to specific personalization options
  6. Provide CROME powered personalization in mobile experiences

CROME triggers inform you something different and perhaps significant is happening.  Finding the meaning, and then relating it to a need for personalization is the topic of my next article.

Stay tuned for my new report, Cutting Through Chaos in the Age of "Mobile Me".

More Stories By Kevin Benedict

Kevin Benedict is an opinionated futurist, Principal Analyst at the Center for Digital Intelligence™, C4DIGI.com, emerging technologies analyst, and digital transformation and business strategy consultant. In the past 8 years he has taught workshops for large enterprises and government agencies in 18 different countries, and is a keynote speaker at conferences worldwide. He spent nearly 5 years working as a Senior Analyst at Cognizant (CTSH), and 2 years serving in Cognizant's Center for the Future of Work where he wrote many reports, hundreds of articles, interviewed technology experts, and produced videos on the future of digital technologies and their impact on industries. He has written articles published in The Guardian, wrote the Forward to SAP Press' book titled "Mobilizing Your Enterprise with SAP", published over 3,000 articles and was featured as thought leader and digital strategist in the Department of Defense's IQT intelligence journal. Kevin lectures and leads workshops, teaches and consults with companies and government agencies around the world to help develop digital transformation and business strategies. Visit his website at C4DIGI.com.