The Inevitability of a Mobile-Only Customer Experience Webinar: Your questions, answered

This post originally appeared on Altimeter Group's blog. Thank you to everyone who attended Altimeter Group’s webinar on Tuesday, “The Inevitability of a Mobile-Only Customer Experience.” Brian and I were thrilled and grateful to see people joining from around the world, ready to engage with us while we shared insights from our latest report on … Continue reading The Inevitability of a Mobile-Only Customer Experience Webinar: Your questions, answered

Misunderstanding mobile creates fractured customer experiences

This post originally appeared in USA Today. SAN FRANCISCO -- Even with the advent of the smartphone as a "first screen," companies are still unable to see past mobile as simply another marketing channel or the latest bright, shiny object, based on new research from Altimeter Group. This leads to low budgets and staff allocation … Continue reading Misunderstanding mobile creates fractured customer experiences

How to formulate customer-centric mobile experiences of the future

This post originally appeared on Altimeter Group's blog. To create experiences that resonate with both mobile-first and digital-first customers, companies must learn more about consumer frustrations, expectations, and desires specific to each mobile device used. In our recent report on mobile customer experience (CX), we explored how companies can move beyond being simply “mobile ready” … Continue reading How to formulate customer-centric mobile experiences of the future

[New Research] The Inevitability of a Mobile-Only Customer Experience

Click Here to Download the Full Report from Altimeter Group In the future, mobile will become the standard for hosting the customer journey, but most companies today struggle with achieving that vision. That's the key finding in Altimeter’s latest research report, “The Inevitability of a Mobile-Only Customer Experience.” Over the last five months, my colleague … Continue reading [New Research] The Inevitability of a Mobile-Only Customer Experience

Playing Games, Chatting Up Friends Lead Second-Screen Behaviors

According to an Altimeter Group survey conducted in Q2 2013, 40% of digital strategists are already investing in or planning to invest in social TV within the next 12 months. An additional 23% are actively following the space, but have no immediate plans for investment. It's safe to say that social TV will only grow … Continue reading Playing Games, Chatting Up Friends Lead Second-Screen Behaviors