Consumer and enterprise mobility are becoming more complex. On the enterprise front, employees are behaving more like consumers, and CIOs must accommodate demands for a greater choice of devices and applications. Consumerization drives the demand for new types of devices, and employees won't be satisfied by traditional "enterprise" products that they see as unexciting. Most CIOs expect to support more than three mobile platforms in the future, some expect to support five or more.The consumer mobile domain is evolving at warp speed, with several hundred new models of tablets and smartphones being introduced annually running more than 10 different mobile platforms. This evolution won't slow down for several years. Consumer app stores are setting expectations of application style and behavior; and the consumer space will also set expectations for new types of user experiences, especially in the areas of multichannel and ensemble interactions.CIOs must not only be able to support a wide range of platforms and devices, but must also create an environment where innovation can occur and new requirements can be satisfied rapidly.Enterprise investment in content and applications will increase significantly during 2012 to 2015, at the same time fragmentation and the emergence of ecosystems will present challenges in addressing the opportunities easily. CIOs need to understand where to place strategic bets on technologies and vendors in mobile/multichannel development.
As you think about the ways you can enable consumers and employees with multi-channel technologies, you’ll come across a set of challenges that we’ve seen consistently across our customer base. Business managers wonder how they can leverage multi-channel to drive customer loyalty and reduce customer support costs, for example, while technology managers have to think about the wide array of devices and form factors in the market. [Break for a moment to ask the prospect if some of these challenges resonate for them and which if any are of particular concern to them.]
When you look at mobile and multi-channel capabilities, there’s really a massive range of use cases, or ways you can enable functionality to your end users. These examples are really just a small sample of the types of actions you can get into your customers’ hands through either their mobile device, desktop web, kiosk, tablet, etc.
Maximize Enrollment, Engagement with a Multichannel Mobile Strategy
Maximizing Enrollment,Engagement and Retention with aMulti-Channel StrategyMatthew Brown, Kony Healthcare | August 2012