March 2nd, 2016
In this week’s article I discuss if a native mobile app is necessary.
Here’s an excerpt from the article:
The big problem with a mobile strategy approach is it sends a message to everyone that mobile is somehow different from the kiosk, the desktop, and the customer agent. That it requires a special team, often in their own special place, separate from everything else going on.
That’s ok at first, when teams are trying to figure out how they integrate a new technology into the overall experience equation. After all, at some point someone had to decide how the kiosks would work or what systems the customer service agents would use.
Read the article: The Curse of a Mobile Strategy
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