Trends Report

Mobile Moments Transform Customer Experience

Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

January 24th, 2014
JB
Josh Bernoff
With contributors:
John Dalton , Elizabeth Ryckewaert

Summary

Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience (CX). To master these moments, use the IDEA cycle: identify the mobile moments and context; design the mobile interaction; engineer your platforms, processes, and people for mobile interactions; and analyze results to monitor performance and optimize outcomes. This report explains how to apply the IDEA cycle to transform customer experiences with mobile.

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