Incorporating Mobility into a Customer Experience Strategy
This IDC Insight takes a look at the growing use of mobile devices as a core component of an overall customer experience strategy. A complete CX strategy looks to build out consistent experiences across online and offline channels, and mobility must be addressed or businesses miss a big opportunity and create a large risk. A mobile CX strategy could include:
Mobile applications. Customers can access content and services, conduct commerce, participate in loyalty programs and customer communities, and get support.
Facilitatedinteractions. Mobility provides another approach to initiating communications between customers and employees across many public and/or private social communities and networks.
Marketing tools. Companies can utilize proximity marketing technologies to interact with customers.
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