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For CIOs

The Business Impact Of Mobile Engagement

December 18, 2012

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  • By Ted Schadler
  • with Josh Bernoff,
  • John McCarthy,
  • Nancy Wang

Why Read This Report

Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the Internet — and hopefully your mobile app as well — in the key moments of their day. In interviews with more than 100 mobile innovators, we have found four places where mobile engagement transforms services and processes: customer engagement, process acceleration, employee productivity, and new business services. Even at this early stage of development, you can see positive impacts of mobile engagement in apps from General Electric, Trane, and Uber Technologies. We close with a simple framework for prioritizing which apps and features people will actually use based how useful and convenient they are.

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Tools And Templates

Models and Calculators

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  • Convenience And Utility Score The Mobile Engagement Value

Table of Contents

  • Mobile Experiences Change The Engagement Calculus
  • Mobile Engagement Transforms Processes And Services
  • Achieving Mobile's Potential Demands A Cross-Functional Approach
  • Convenience And Utility Determine An App's Engagement Value

  • Mobile Engagement Has The Potential To Disrupt Markets
  • Supplemental Material

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