Just Because You Build It Doesn’t Mean They’ll Use It

October 20th, 2021

Shar VanBoskirk VP, Principal Analyst

Julie Ask

Andrew Hogan

With contributors:

Fiona Swerdlow , Ashley Villarreal

Summary

Each year, consumer-facing brands invest hundreds of millions of dollars in designing, building, and delivering mobile or digital experiences. Then they wait for their customers to start using all the digital self-service tools they’ve built. Too often, they are disappointed by low adoption or usage of their services. Why? They’ve failed to invest in driving awareness, adoption, usage, comfort, and preference for these channels or interaction modes. This report outlines the key success factors to help the right customers regularly use your well-developed digital experiences.

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This report is available for individual purchase ($1495).

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