Save or Share this Report

For Customer Experience Professionals

The Future Of Mobile Experiences Is Context

Customer Experience Professionals Must Develop Mobile Paradigms

October 26, 2011

Primary author headshot


Why Read This Report

Consumers will adopt and use convenient services and products. On mobile phones, this means services that offer immediacy and simplicity through a highly contextual experience. Context — the sum total of what is known about an individual at the moment of engagement — is a moving target that will pull consumer perceptions of convenience with it. Successful mobile initiatives will focus not only on what is delivered but also on how it's delivered to each customer. This report outlines the technology changes on the horizon that will affect the ability to gather and understand mobile context. To succeed with mobile, customer experience professionals must design experiences that leverage context to deliver more convenient mobile services.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Mobile Phones Will Be Your Customers' Preeminent Digital Touchpoint

  • Ensure Your Digital Customer Experience Strategy Incorporates Mobile

  • The Cost Of Convenience Is Privacy
  • Supplemental Material
  • Related Research Documents

Recommended Research