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Incorporating Mobility into a Customer Experience Strategy

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.
Please Note: Extended description available upon request.


IDC Opinion
In This Insight
Situation Overview
Analysis
Applications
Proximity Marketing
Future Outlook
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Related Research
Figure: The Three Most Important Factors for a Superior Customer Experience
Figure: The Ability of Mobile Apps to Improve Customer Experience

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