Summary
Mobile represents an enormous opportunity to transform customer experiences in China — but only for those able to cope with proliferating platforms and devices, challenging human factors, and customers' soaring expectations. In our previous research, Forrester described 11 criteria for judging the quality of US mobile user experiences. We tested these criteria in China and found that they also hold true in this distinctly different market where one would expect otherwise. This report shows customer experience (CX) professionals some best-in-class examples of Chinese mobile user experiences for each criterion.
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