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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: Best Practices in Digital Transformation, Customer Experience, Customer Decision Journey, Customer Journey, Mobile Strategy PowerPoint Slides: Mobile Customer Journey and Experience Design PowerPoint (PPT) Presentation, LearnPPT Consulting
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OVERVIEW
We are a team of management consultants trained by top tier global consulting firms (including McKinsey, BCG, Deloitte, EY, Capgemini) with a collective experience of several decades. We specialize in business frameworks based on real-life consulting engagements.
We have served 100s of clients that range from Fortune 500 companies to tech startups to $1B+ private companies.
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