customers_cliff.jpg“Understanding Consumers and delivering exceptional customer service is just as important a part of the mobile experience as the latest technology and the size of the marketing budget, it can be a key differentiator for a business”… was a perfect kick-off quote in the presentation of Cliff Crosbie (see image left) at the MEX: the Mobile User Experience conference some weeks ago in London.

The report and all presentations of this unique and excellent conference are now available here (buy on-line for GBP 795). The report harnesses the combined knowledge of some 100 leading mobile executives who attended the MEX conference in May 2007. Delegates participated in a series of keynote presentations, panel discussions and breakout groups to define a response to the MEX manifesto. From this rich pool of creativity and exclusive research notes, Marek Pawlowski and his team have produced a detailed analysis of the industry’s approach to mobile user experience, a must have for anyone working in the mobile industry or for any internet, content or media company who has plans going mobile in the near future – if you haven’t, start asking yourself some questions :-)

The report includes detailed info on each of the 10 topics covered:

  • MEX Maps: graphical brainstorm of the conference’s response to the manifesto.
  • Speaker’s response: written summary of the keynote presentation.
  • Presentation slides: copy of the keynote slides.
  • Discussion summary: written summary of the panel discussions and responses from the breakout groups.
  • Research notes: thought-provoking articles and detailed research from PMN’s analysts.
  • Stat Spot: selection of metrics relating to the manifesto topic.

For me personally, the conference was a really good experience, not only because of the zen environment the conference was held at (Wallaspace) but above all Marek and his team have done a great job in preparing this conference with a unique feel for detail and attention to create a good athmosphere, ideal to foster collaboration amongst the delegates – an exceptional mix of mobile telecoms industry people, design and other industry experts, startups, etc. A lot of interesting people with different ideas to share and open-minded to think about the challenges this industry is facing: to cope with a rapid and huge shift from ‘voice & text’ devices (mobile 1.0) to truly multimedia devices, soon always connected to the internet (mobile 2.0), to shift from walled gardens business models to open connectivity and services acces.

I’m not going to write down all my notes here from the conference, I enjoyed the interesting and thought provoking presentations from Cliff Crosbie (Nokia), Christian Lindholm, Antti Öhrling, Co-founder of Blyk, Mark Rolston (Frog Design) and the insiders view from Paul Nerger (Argogroup) and Al Russell (Vodafone).

The size of the conference also left enough room to meet and discuss with the other delegates, I met a lot of great new people! The idea of bringing all delegates together in smaller groups to discuss the manifesto and presented topics was a good idea too, this brought extra dynamics and conversations to the overall conference, an idea to continue exploring further in the future.

The 10 MEX Manifesto topics covered and the keynote speaker who inspired the discussions and research:

Topic Keynote speaker
Understanding the extent of the user experience, from retail environment to customer service Cliff Crosbie, Global Director of Retail Marketing, Nokia
The evolution of community services and social networking in the mobile environment Al Russell, Head of Mobile Internet & Content Services, Vodafone
Adapting mobile interfaces in response to the contextual user environment Christian Lindholm, User Experience Expert
The role of pricing in determining the user experience and forming customer expectations Stuart John, Director of Product Management, Ocean Observations
Leveraging innovation in input methods and content discovery to increase mobile service adoption Matthew Menz, Head of Interaction Design, Motorola
Understanding the importance of user experience in delivering mobile advertising Antti Öhrling, Co-founder, Blyk
Tearing down the walled garden and releasing third party innovation Mike Wehrs, Vice President of Product Management & Evangelism, AOL Wireless & Tegic Communications
The evolution of the user experience as mobiles become our gateway for interacting with physical environment Paul Kompfner, Head of Development, ERTICO
Measuring the user experience with quantitative and qualitative techniques to really understand customers Paul Nerger, Vice President, Worldwide Sales & Marketing, Argogroup
Building personalisation into every level of value chain to grow margins and deliver an individualised experience Mark Rolston, Senior Vice President of Creative, Frog Design

Download a sample of the MEX 2007 Report

This extract from the MEX 2007 report covers 1 of the 10 issues discussed in the full version: “Understanding the extent of the user experience, from retail environment to customer service.”

For more details and purchase, please contact Marek Pawlowski (marekpawlowski@pmn.co.uk or +44 7767 622957)
Here you can view my Flickr Set of the conference.

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