Trends Report

How To Differentiate With Excellent Mobile Customer Service

November 11th, 2016
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Laura Naparstek, null
Laura Naparstek
With contributors:
Stephen Powers , Julie Ask , Chad Rafferty

Summary

Mobile is the next battleground to win, serve, and retain customers. Too many companies, however, fail to meet customer expectations for service on mobile devices. This report outlines the key organizational and technical challenges application development and delivery (AD&D) professionals face in approaching mobile as a specialized service channel and recommends how customer service organizations can finally take advantage of mobile to offer better service.

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