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How mobile disrupts the customer journey and what you can do about it
It’s been said many times: mobile is eating the world. As a result the digital customer journey as we know it is not only outdated, perhaps it has become irrelevant. In an era where consumers check their smartphones 150 times a day, and where 87% of millennials admit that they have their smartphone at their side all the time, perhaps it’s time for marketers to rethink the customer journey and invest in a customer engagement model that is centered around the customers' first screen, the mobile phone.
Today's consumers have high expectations and little patience when it comes to mobile. Forrester describes this phenomenon as great mobile moments that are simply expected and defined by immediacy, simplicity and depth of context.
With more than 52% of all 2015 holiday retail traffic originating from mobile devices and over 33% of Cyber Monday sales driven by mobile devices smart marketers already know that mobile marketing and mobile engagement is the new battleground today and into the future.
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