With the explosion Smartphones and social media, most customers are becoming extremely sophisticated and empowered and as a result, the dynamics that govern the relationship between brands and customers is evolving. The biggest trends today like mobile, social, real-time are changing how consumers discover and share information and connect with one another.

1. Simplifying Customer Interactions with Mobile Customer Experience Solutions
With the explosion Smartphones and social media, most customers are becoming extremely sophisticated
and empowered and as a result, the dynamics that govern the relationship between brands and customers is
evolving. The biggest trends today like mobile, social, real-time are changing how consumers discover and
share information and connect with one another. Most consumers are driving the rapid adoption of
technology with the capabilities that are unlocked through each device. Mobile applications have gained
ground in the last few years, evolving into consumer-driven business propositions. Organizations should offer
a clear value proposition to customers to ensure a seamless mobile customer experience.
Mobile devices are becoming a central part of our lives and are used as a tool to shop, bank, and perform
various other transactions. While the consumer mobile market is exploding, the corporate world also has
advanced far beyond the era of executives just using Blackberry devices. Today, numerous internal and
external audiences are using a variety of mobile devices to access business services that increase efficiency
and productivity by enhancing communication and collaboration. With most mobile phones now coming with
either 3G, 4G or the ability to connect via wireless, Mobile Commerce has become the way of the future.
With the passage of time the mobile self-service customer experiences are going to become just as
important as a flawless customer service system. Therefore your solution must have the capacity to
anticipate customer behavior and determine the optimal interaction strategy. Your mobile solution must also
be able to incorporate real-time interaction data and customer profiles across all channels, Mobile apps
integrate with enterprise data sources and third-party systems enabling location-aware, information-rich
solutions.
Gartner predicts mobile commerce to be one of the high-growth trends for 2012. Organizations need to have
a holistic approach toward mobile commerce which also includes adopting M-commerce options by
enhancing their customer interfaces, improved security measures and mobile payment integrations. Look for
a solution that can successfully automate customer journeys using a combination of speech and touch
modalities. The solution must also allow mobile users to complete transactions on the device itself, simplifies
the experience and avoids calls into the contact center.
Ensure that the solution delivers an experience that leverages enhanced capabilities such as speech
commands and location information while adapting to the limitations of small screen sizes. Choose a solution
that powers a unique mobile customer experience, reduces customer effort, enables new products and
services, and firmly reinforces your brand among mobile customers.
Related Links: multi-channel customer experience, Predictive experience