Trends Report

Mobile Moments Transform Customer Experience

Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

January 24th, 2014
Ted Schadler, Vice President, Principal Analyst
Ted Schadler Vice President, Principal Analyst
Ron Rogowski, VP, Executive Partner
Ron Rogowski VP, Executive Partner
Julie Ask, null
Julie Ask
Josh Bernoff, null
Josh Bernoff
With contributors:
John Dalton , Elizabeth Ryckewaert

Summary

Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience (CX). To master these moments, use the IDEA cycle: identify the mobile moments and context; design the mobile interaction; engineer your platforms, processes, and people for mobile interactions; and analyze results to monitor performance and optimize outcomes. This report explains how to apply the IDEA cycle to transform customer experiences with mobile.

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