CXOchat

Optimizing Mobile
Understand your customer journey to improve the overall customer experience.
   6 years ago
#CXOchatCXO: Customer Experience Join us in discussion around key digital marketing trends for 2015.
   6 years ago
#CXOchatDeliver Superior CXAs customer service has gone digital, how do you improve CX with and without technology?
IBM Watson Commerce
Q4: What are some longer term solutions that you might recommend for improving mobile customer experience? http://www.via-cc.at...

PointSource
Focus on standards based vs. proprietary based solutions. Direct API integration offers flexibility for long term solutions.
Briana Frank ☁️
Clear objectives combined with long term vision while utilizing agile development allows for constant improvements.
PointSource
Plan your long term solutions knowing that devices and platforms are going to shift and impact the customer experience.
Kulbir Singh
Continued investment in an evolving UX strategy through client experience teams & offering reliability underpinned by security
Sarah Gibb
A4: At #nrf15, we heard over and over again that we can't treat mobile in a silo. It' has to be a part of an #omnichannel strategy.
Aaron Shook
Start simple. If you can't answer the question "How does this app help the user save time or improve on a task?" then revisit the user journey until you can answer that question.
Amanda Cardo
staying up to date and continuing research as users become more and more comfortable with #mobile
Mary Featherstone
Incorporate mobile cust/prospect behaviors into other marketing channels & vice versa. @IBMSmrtCommerce
Amanda Cardo
identify the right metrics and success criteria early so iterations are always related to a long-term goal
Antonietta Rubinetti
Think of the entire customer engagement journey in context..get insights and understand how your consumer interacts with your brand and keep the communication while they are mobile across all touchpoints
Kulbir Singh
Like all journeys,we've got to know the destination we are making our clients reach & that better be meaningful
Aditya Desai
Anticipating the future is always a challenge, but devising mobile experiences that complement and facilitate in-store shopping seems to align with a Retail 3.0 strategy.
John Furrier
using #bigdata to take an agile approach to personalize the UX
Michelle Batt
Engage your teams, especially the front-line folks, to help design, iterate and test solutions. Our own teams are a HUGE resource to build and sustain strategies. Need to involve them!
Andy Ivory
@akshook Agree... Identifying the user's mobile moments lets you keep it simple
Brian Hall
@arcardo I agree. Continuous user research is a key factor to answering the question(s) @akshook mentioned should always be asked of an app.
IBM Watson Commerce
OK. Let’s begin. Q1: What are some common challenges unique to the mobile customer experience? http://www.via-cc.at...

PointSource
A common #mobile challenge is how to gain customer’s attention in a noisy space & engaging them at the appropriate times.
Mary Featherstone
Oftentimes messages received on mobile aren't consistent with other marketing messages. @IBMSmrtCommerce
PointSource
The constant drumbeat of new devices resents common #mobile challenge to constantly adapt to accommodate new form factors.
Natasha Bishop
need to walk a fine line between annoying and relevant with text from retailers too. #mobile #retail
IBM CX Solutions
Optimizing for the small screen real-estate is a HUGE challenge for many enterprises today
Aaron Shook
Mobile requires a vastly different thought process than before; CX has to be task-centric to the user and provide instantaneous value.
Kenneth Fax
Q1 - Some challenges are getting the business to business model to understand mobile customer experience. Does anyone else sunique challenge?ee this as a
Kulbir Singh
Dealing with the clutter & consistent UI needs to be part of the equation for successful engagements.
Mary Featherstone
At @silverpop we say the thumb is the new mouse -- marketers must optimize to make things easily clickable! @IBMSmrtCommerce
Jon M
A1: Inconsistent brand look, feel, experience in mobile versus other platforms. @IBMSmrtCommerce #cxochat
Kulbir Singh
UI responsiveness, and dealing with mobile app crashes. Returning to the last point of engagement post a crash is truly a sought after requirement
Kenneth Fax
@IBMExpOne - Q! - Minimizing content is a unique challenge.
PointSource
Customer experiences extend beyond phones & tablets now. Wearables, connected devices & cars are all considered in mobile strategy
Briana Frank ☁️
We often see mobile solutions that are hastily created without considering the user first
Amanda Cardo
accessibility and usability are crucial to making #mobile experiences pleasant and useful for any and all users
Jon M
Platform support is challenging. Apple, Android, Windows, especially with mobile apps. #cxochat
John Furrier
the big issue is how to build applications - web responsive vs native app; should be seamless for developer but it's not
Aditya Desai
Mobile is often considered a follower to the online channel. Mobile deserves consideration on its own merits and user scenarios.
Kenneth Fax
- Q2: The challenges of showing proof of concept, considering the target audiences or environments come as preliminary considerations.
Kenneth Fax
Q2 - Mobile coupon campaigns are effective way to boost sales and build brands and consumer awareness. The timing may be a challenge..
Kenneth Fax
Q3 - It is wise to plan, listen to consumer or business to determine best mobile strategies.
Kenneth Fax
Q6 - The industries differences for mobile are as a result of existing best practices, such as security, utilities, data, etc...
Kenneth Fax
I agree with several of @akshook's comments
Kenneth Fax
@PointSource Very good point, about noise in space...whether online or offline.
Kenneth Fax
- IBM has exceleent examples and reference material, such as Build iOS Apps with Bluemix. Overall, it is about mobile first, yet not just any mobile.
Kenneth Fax
- My team and I are planning to make a major media announcement for mobile contextual awareness in two weeks.
Kenneth Fax
- Here is an old article yet still relevant for mobile optimizing - http://blog.hubspot....
IBM Watson Commerce
Now for Q7: How will the Internet of Things impact expectations for mobile experience? http://www.via-cc.at...

PointSource
w/ internet of things, UX is more vital than ever as you must manage experiences across a growing number devices
Andy Ivory
Internet of things offer opportunity to collect data from additional sources & provide richer, more relevant experiences across devices.
Jon M
Internet of Things raises expectations for a seamless and meaningful experience. All cylinders firing! #cxochat
Aditya Desai
IoT represents an opportunity to fan out to a much broader set of segments, even those that aren't technology savvy. An increased focus on UX Design becomes imperative with its advent.
PointSource
Analytics will be come more complex as more device interactions are tracked with the proliferation of connected devices
Amanda Cardo
As more devices are connected, UX designers will need to create digital experiences out of traditionally physical experience. I like the idea of turning off my crockpot from the office. #CXOChat
Kulbir Singh
IoT will further drive the need of embedded insights on mobile platform while threatening the mobile performance levels
Mary Featherstone
Customers expect a unified experience across channels - mobile is no exception! @IBMSmrtCommerce
John Furrier
I think this will be huge!! wearables and personalization will be integrated with other #bigdata aspects from all interactions
Aaron Shook
I think it's going to be another evolution in terms of customer expectation. A few years ago, the expectation became "have a mobile app." IOT will eventually change the expectation to "have a mobile app that integrates with everything."
PointSource
Anticipate user needs and drive experiences w/ new connected devices in your mobile strategies
Aditya Desai
The internet of things represents an large increase in content sources as well as content consumption devices. That means more user context, and more applications of available information.
Kulbir Singh
Also breach/exception handling protocols will need to be considered within mobile strategy to minimize downtime due to erroneous behavior
Sarah Gibb
@andyivory Do you think one day our refrigerators will share data and our bad eating habits :)
Tamara McCleary
W/#IOT I believe one thing you will begin seeing is a lot more custom user experiences in stores and other retail environments. e.g. specially tailored sales/offerings/promotions and more.
Jon M
Ease of use in working with our own data from internet of things (#quantifiedself, e.g.) will be vital. #cxochat
Andy Ivory
@Sarah_Gibb @psfridge has already leaked how much Mountain Dew I drink a day