Mobile Customer Experience: Does it Positively or Negatively Impact Your Business?
Pew Research states that 55% of adult mobile phone owners access the internet on their phones, a figure that doubled in three years. In addition, global mobile internet traffic has now reached about 10% of all internet traffic, according to Mary Meeker of Kleiner Perkins.
So whether or not your organization has a mobile strategy, mobile is part of your company’s customer experience. But do you know if the mobile experience ultimately helps or hurts initiatives to achieve goals critical to your organization’s success? Do you measure the impact that the mobile channel has on your web, contact center, and store or branch channels?
Eric Feinberg, Senior Director of Mobile, Media, and Entertainment at ForeSee, describes the metrics that help you discover how your mobile users’ experience today will affect their behavior across channels in the future. He’ll include findings from original research and customer satisfaction analysis for different industries to show why gaining knowledge specifically about your mobile users’ needs and expectations is essential to understanding the customer experience.
You’ll learn:
- How to determine common use cases.
- How to accurately measure customer satisfaction with your mobile experience and scientifically link it to customer behaviors across channels in the future such as the likelihood to recommend and commitment to brand.
- How new mobile-friendly analytics technology can give you insight about your mobile audience and their mobile experience.
Presenters:
Eric Feinberg
Senior Director of Mobile, Media and Entertainment
ForeSee
