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For Customer Experience Professionals

Executive Q&A: Six Things You Need To Know About Apps

March 7, 2011

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  • By Vidya L. Drego
  • with Moira Dorsey,
  • Ron Rogowski,
  • Richard Gans,
  • Allison Stone

Why Read This Report

The now familiar refrain "There's an app for that!" captures the resurgence of interest in apps thanks to the growing popularity of smartphones and tablets. But apps — lightweight networked programs with one or two dedicated functions — have been around for a long time and are now being developed for not only smartphones and tablets but also browsers, TVs, gaming devices, home appliances, and even automobiles. We've aggregated a list of common questions every customer experience professional should know how to answer including: "Do we need an app for every digital platform?" and "How do we design an app that delivers the right customer experience?"

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Table of Contents

  • 1. What is an app?
  • 2. Do apps only run on my smartphones and tablets?
  • 3. Do we need a dedicated app for every digital platform?
  • 4. How do we design an app that delivers the right customer experience?
  • 5. How do we evaluate and improve the app experience?
  • 6. How do we measure app effectiveness?