Gartner Research

IT Leaders Should Drive to Perfect the Customer Experience Through Mobile Apps

Published: 07 July 2015

ID: G00277698

Analyst(s): Jessica Ekholm

Summary

The future of customer experience hinges on an excellent mobile app experience. This experience must be immersive and personal, and will require IT leaders to increase investment in data science and predictive analytics.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The customers' experience and their loyalty to your business will hinge on the intelligence offered by your apps, and IT leaders need to integrate smart learning and predictive analytics features to stay ahead of competition
  • Connected home devices require smart control apps, and apps not supporting cross-platform and cross-device usage will only alienate smartphone-happy users
    • Digital Assistants Will Boost User Interaction With Smart Homes and Services
    • Data Scientists Are the Source of the Magic
    • Key Apps Becoming Central Pillars of Intelligence
  • Increasing concerns about data privacy and personal information leaks will force businesses to focus on data transparency and progressive policies
  • App users are showing less interest in using and paying for new mobile apps, forcing app creators to prioritize and refine apps in their portfolio that have the biggest potential

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