Guest Post by Daniel Eckert
The mobile device is changing the customer experience and forcing organizations to re-think how they engage with their customers and employees. Many companies are beginning to understand how mobile devices can grow customer loyalty, generate new revenue streams and improve customer experience. However, they may be slow to realize how decision-making, workflow, collaboration, content delivery, and the right information at the right time can enhance the employee experience.
A company’s biggest challenge in making the transition to a mobile ready enterprise is fighting the “we’ve always done it this way” mentality. To be successful, you’ll need to embrace new ways of doing things. Mobility isn’t about gadgets-it is about how and where you engage employees to empower them to connect and create.
There are three things technology leaders should consider as they begin to prepare for the evolving mobility enterprise.
Think Through and Prepare for Cultural Impacts
Enterprise mobility is complicated because it impacts almost every part of an organization. The generational gap between boomers and millennials cannot be overlooked. Different groups have different levels of comfort with new technologies.
Make User Preferences a Priority
Successful mobile strategies optimize the end-user experience by offering information and content via the device types and delivery methods users prefer. In fact, it’s no longer practical (or even possible) to limit the solutions to a single brand of device. So, instead of controlling the hardware, focus on the software (and services).
The business must embrace a fast- fail capability. Such a capability fosters low-cost mechanisms and processes that let an organization launch and run multiple mobility experiments at the same time. Short duration projects enable you to quickly validate what is right and what is wrong. It’s OK to build an app that will only be used for 6 months and then thrown away.
What would you add to this list?
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