Trends Report

Mobile Moments Transform Commerce And Service Experiences

Strategic Plan: The Mobile eBusiness Playbook

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


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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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.