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For CIOs

Mobile Is The New Face Of Engagement

CIOs Must Plan Now For New Systems Of Engagement

February 13, 2012


  • By Ted Schadler,
  • John McCarthy
  • with Matthew Brown,
  • Heather Martyn,
  • Rachel Brown

Why Read This Report

By 2016, smartphones and tablets will put power in the pockets of a billion global consumers. Mobile is not simply another device for IT to support with a shrunken website or a screen-scraped SAP application. Rather, mobile is the manifestation of a much broader shift to new systems of engagement. These systems of engagement help firms empower their customers, partners, and employees with context-aware apps and smart products. To remain vital in this business technology reformation, CIOs must step up and work with other executives to establish an "office of the chief mobility officer" to implement an enterprisewide mobile strategy. This team will coordinate the business and technology investments under a "design for mobile first" mantra that delivers four immediate benefits: 1) fuel profitable growth with stickier offerings and mobile self-service; 2) move faster along the mobile learning curve; 3) aggregate mobile project budgets to fund needed engagement technology; and 4) grow from an IT group focused on systems of record to a business technology group focused on systems of engagement.

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Table of Contents

  • Mobile Devices Put Power In The Pockets Of A Billion Global Consumers
  • Mobile Apps Are The Face Of New Systems Of Engagement
  • Beware Of Mobile's Unintended Consequences
  • CIOs Need A Formal Mobile Strategy To Build New Systems Of Engagement
  • Recommendations

  • Key Tactics: Communications, Metrics, And Program Management

  • The Payoff Of Systems Of Engagement Is Profitable Growth
  • Supplemental Material

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