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DOCUMENT DESCRIPTION

Mobile currently represents one of the greatest opportunities to drive Customer Experience Innovation and Disruption. As customer behavior increasingly becomes more cross-channel, the usage of various mobile platforms (e.g. smartphone, tablet, smart watch, etc.) is growing. With an improved holistic and cohesive Customer Journey, we keep customers on their respective screens and minimize (or eliminate) unnecessary channel-hopping.

This presentation discusses a 4-phase approach to designing a Mobile Customer Experience, based on a framework developed by Altimeter:

1. Map the Journey
2. Design the Mobile Experience
3. Measure and Optimize
4. Create Organizational Alignment

Additional concepts include the Altimeter Dynamic Customer Journey, Mobile Customer Profiling, Mobile Customer KPIs, Organizational Alignment, Business Outcomes, and others. This document also includes templates to be used in your own presentations.

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Source: Mobile Customer Journey and Experience Design PowerPoint document

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Mobile Customer Journey and Experience Design

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This business document is categorized under:
Business Framework Primers

File Type: PowerPoint (ppt)

Tag(s): Customer Experience, Digital Transformation, Customer Decision Journey, Customer Journey, Mobile Strategy

Number of Slides: 26

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Upload date (first version): Feb 6, 2017

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