Trend: Mobile Customer Engagement
For those businesses that have not been able to gather customer data, the way forward will depend critically on the mobile platform. Today’s customer is mobile and always-connected and as a result don’t want a “one size fits all” engagement with the business.
Mobile customer engagement builds on individualized, behavioural and geo-located services based upon customer provided data. Businesses understand the increasing need for relevant engagement through the customer’s purchase value chain. The objective is to transform captured personal data into intelligent dialogue and avoid just being part of the clutter. In this way, businesses will also enable increased revenue through more intelligent engagement.