That was the event motto: “Mobile first”. Seems like, finally, 2013 is truly the year of mobile.
Talking about mobile, there is no way around “experience”, selfservice and “customer centricity”. Ted Schadler, from Forrester, wondered what are we going to do with the honor of being in our customers’ back pocket.
Technology-wise, going mobile is at least as disruptive as going web was, and we are back to the 97s, it is sometimes difficult to understand that it is a really different story. At Impact, the synthesis was:
- 1. Mobile first
- 2.Review business processes, to include the mobile experience, which is NOT only responsive design
- 3. Look for a flexible and secure integration model, both things a must
- 4. be insight & data driven and
- 5. Thing “Open Cloud”, or, rather, knowing that we do not know where is the next generation of products or services coming from.
As going mobile implies interaction, there is a sudden evidence of the need to listen and engage… from the channels. An “engagement layer” is needed to manage that Voice of the customer and to unify the brand voice through all processes, claims, transactions or problemas.
Suddenly, we have become visible!Tags: CES Leelo Customers