Trends Report

Mobile Moments Transform Commerce And Service Experiences

Strategic Plan: The Mobile eBusiness Playbook

May 18th, 2017
With contributors:
Martin Gill , Laura Naparstek , Jaclyn Galan , Kara Hartig

Summary

Mobile provides digital business professionals with opportunities to transform commerce and service experiences online and in physical locations. To master these moments, use the identify, design, engineer, and analyze (IDEA) cycle. This report explains how to apply the IDEA cycle to transform customer experiences with mobile. This is an update of a previously published report. Forrester has revised it with recent executive survey data and fresh examples.

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