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Enhancing the Customer Experience Using Mobile Technologies

Enhancing the Customer Experience Using Mobile Technologies

This IDC Retail Insights Business Strategy outlines the global trends and strategy discussions among retail merchants and brand owners for the successful design, execution, and monetization of customer-facing mobile technology investments to enhance the omni-channel customer experience (CX).

"Retailers with a coherent omni-channel business proposition understand that putting digital technology development — and its delivery via mobile — at the forefront of customer-facing strategic initiatives can support a broader base of up-to-date transactional and behavioral insight, alongside more agile, proactive, and deeper levels of engagement," said Miya Knights, senior research analyst, IDC Retail Insights. "Retailers can use such insight and engagement to help boost sales by providing a better differentiated, more competitive customer experience."

Please Note: Extended description available upon request.

IDC Retail Insights Opinion
In This Study
Situation Overview
Sweating Existing Retail IT Assets
Cultivating Digital CX
The Approach
Future Outlook
Matching Investment to Expectation
Differentiated Customer Services
Mobilize Future Store Investments
Essential Guidance
Harnessing CX Productivity
Prioritizing Security and Privacy Governance
Keeping Pace with Mobile Developments
Actions to Consider
Learn More
Related Research
Figure: Frequency of Mobile Device Usage In-Store
Figure: Mobile In-Store Retail IT Spending Outlook, 2013–2016
Figure: IDC Retail Insights' Long-Term Omni-Channel Road Map

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