Benchmarking Mobile Engagement: Consumers And Employees Outpace CIOs' Readiness

Are you ready to serve your mobile customers on the device of their choice? Have you anticipated what apps they need next? And for employees, which apps are most important on smartphones? How many employees are interested in Windows tablets? Do employees work using mobile devices more at home or in public places? The answers to questions like these form the backdrop for your own firm's mobile engagement strategy. By starting with a data-driven understanding of which devices, platforms, and apps matter to global consumers and employees, you will make savvy and informed investment decisions in consumer platforms as well as for bring-your-own-device (BYOD) programs and employee apps. This benchmark report is based on three surveys: 1) Forrester's North American Technographics® Online Benchmark Survey (Part 1), Q2 2012 (US, Canada); 2) Forrsights Workforce Employee Survey, Q4 2012; and 2) Forrsights Networks And Telecommunications Survey, Q1 2012. The surveys in aggregate reveal the gap between consumer and employee needs and IT's readiness to support them. CIOs need to take steps to bridge this gap now, as new devices, new platforms, and new usage will only widen the divide further in the coming years.