DUBLIN, January 27, 2022--(BUSINESS WIRE)--The "Impact of Mobile Devices and Apps on Customer Experience (CX)" report has been added to ResearchAndMarkets.com's offering.
This study gives insights to CX companies on mobile app usage.
With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy.
The pandemic has accelerated investments in customer-facing capabilities, including digital self-serve and e-commerce capabilities, and handling the much higher customer demand. Mobile apps are a key communications channel and therefore have been affected. Mobile devices were provided to 42% of remote workers during the pandemic, many of whom are customer-facing.
As important of a role that mobile devices play in delivering on the top business goal of improving CX, enterprise mobility management is a low priority. Without usage, investments in technologies are not fruitful. Companies are training and supporting employees so they learn how to use these apps to perform their jobs better.
They are also preventing usage of apps that are not company-approved, which allows them to attain a solid ROI as well as reduces security risks. Support for Bring Your Own Devices (BYOD) continues to increase year over year; the move to remote work among contact center agents has expanded their usage.
Companies prefer to partner with major corporate software to support their sales forces and field services. As contact centers move towards serving customers holistically, these partnerships will help create a competitive advantage. Security features are a top priority when purchasing applications and devices.
Industries included in this survey include: agriculture/food and beverages, banking/finance/insurance, education, energy and utilities, government healthcare (pharma, medical devices, HC facilities), high tech, manufacturing, retail/wholesale, transportation/storage, travel and hospitality, and professional services.
This study is part of a larger study that included 3,284 respondents covering a broad set of IT solutions. The mobile apps and devices section included 777 respondents across verticals, business sizes. and regions.
Key Topics Covered:
1. Research Objectives and Methodology
Benefits of Research
Sample Distribution - Country
2. Growth Environment
Technology Initiatives Prioritized by Organizations Worldwide for CX Improvement in the United States in 2021
Most Common Customer Contact Channels Used by Organizations in the United States in 2021
Summary of Major Findings
3. Digital Transformation Strategy
Key Business Goals
COVID-19 Impact on Digital Transformation Objectives
COVID-19 Impact on Technologies for Remote Workers
Future Investment Prioritization
4. Mobile Worker Applications and Devices - Overall
Number of Apps Provided for Employees
Plans to Introduce Additional Apps
Worker Categories Equipped with Apps
Tactics to Encourage Apps Usage
Unauthorized Apps Usage
Top Reasons for Not Providing Apps to Employees
Top Reasons for Providing Apps to Employees
5. Mobile Worker Applications and Devices - BYOD and Mobile Devices
Company Support for BYOD
Support for Mobile Operating Systems
Preferred Strategic Partner for Mobile Apps
Top Potential Benefit of 5G Connectivity
Preference as Regards Mobile Apps Deployment
Selection Criteria of Mobile Apps Partner
6. Mobile Worker Applications and Devices - Investment Factors
7. Growth Opportunity Universe, 2021
8. Respondent and Organization Profile
Respondent Profile - Decision-Making Authority
Respondent Profile - Familiarity with IT Budget
Respondent Profile - Involvement in IT-Related Purchases
Organization Profile - Industry Segments
Organization Profile - Size of Organization
Organization Profile - Top IT-Related Challenges
Top Priorities for Digital Transformation Investment
Departments Driving the Adoption of Digital Solutions
For more information about this report visit https://www.researchandmarkets.com/r/jpfuan
View source version on businesswire.com: https://www.businesswire.com/news/home/20220127005629/en/
Laura Wood, Senior Press Manager
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