The mobile revolution is in full swing
Fuelled by the relentless rise in tablet and smartphone usage, not only retail but also service businesses are seeing a surge in demand for service through mobile channels. Businesses are investing heavily in new channels and often building business cases upon assumptions of growth in market share or customer advocacy.
However, only those that build truly effective end-to-end solutions for customers, where technology, process and people are fully integrated, will achieve their financial goals. This paper examines the wider business implications of a digital strategy and looks holistically at the changes needed to respond to the challenge and to deliver on the digital promise.