Trends Report

Brief: To Effectively Engage Customers, Target Them On The Right Device

Work With Your CX Peers To Understand And Enable The Digital Customer Journey In Australia

January 21st, 2016
TS
Tim Sheedy
With contributors:
Michael Barnes , Erna Esa , Bill Nagel

Summary

You need to make it easy for customers to interact and transact with your business. To achieve this goal, many companies seek to use a similar look and feel for all of their digital properties. But this often results in a vanilla experience everywhere, while customers actually expect a variety of flavors. This report examines how Australian adults use mobile devices and how this affects their expectations. Application development and delivery (AD&D) professionals can use these insights to deliver the right capabilities or services and optimize the customer experience (CX).

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