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 consulting firm Altimeter.

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

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