Trends Report

How Empowered Customers Harness The Power Of Mobile

North American Consumer Technographics®

September 26th, 2017
Anjali Lai, null
Anjali Lai
With contributors:
Reineke Reitsma , Theresa Pappafotopoulos , Xiaotong Duan , Rachel Birrell


Consumers are becoming empowered — and the increasingly complex range of devices that they use fuel this sense of empowerment. The mobile phone, along with subsequent devices like tablets and wearables, has been among the most significant catalysts of this consumer mindset. We analyze how groups within Forrester's Empowered Customer Segmentation rely on mobile phones and why; we also provide an interactive graphic enabling you to dig into US empowered customers' mobile attitudes and behaviors by industry.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.