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For Customer Experience Professionals

Mobile Moments Transform Customer Experience

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

January 24, 2014

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Why Read This Report

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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Table of Contents

  • Mobile Is Central To Your Customer Experience
  • Transforming Customer Experience In Mobile Moments
  • The IDEA Cycle: A Four-Step Process To Identify Key Mobile Moments
  • RECOMMENDATIONS

  • Hints For Successful Mobile Experiences
  • Supplemental Material
  • Related Research Documents

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