IDC PeerScape: Practices for Using Mobile Technology to Better Engage Customers and Employees
This IDC PeerScape discusses practices for using mobile technology to better engage customers and employees."Organizations must realize that the pandemic has made mobile technology programs more important than ever," says David Weldon, adjunct research advisor, IDC's IT Executive Programs (IEP). "Customers want immediate access to an organization, its information, and products or services — anywhere and at any time. Employees want mobile technology to replicate the workplace for them at remote locations and enable them to stay connected with the organization, their boss, and their coworkers."
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Design a Program That Best Addresses the Business Issues That You Are Trying to Solve
- Challenge
- Examples
- WM (formerly Waste Management)
- Agero
- Travelex Insurance Services
- Guidance
- Practice 2: Distribute Devices or Enable Capabilities Based on the Specific Needs of Each User
- Challenge
- Examples
- WM
- Agero
- City of Campbell, California
- Guidance
- Practice 3: Engage Customers with Mobile Features That Make Their Experience Easier and Rewarding
- Challenge
- Examples
- WM
- Agero
- Travelex Insurance Services
- Guidance
- Practice 4: Provide Workers with the Mobile Tools That Help Them Stay Connected and Better Do Their Jobs
- Challenge
- Examples
- WM
- Agero
- City of Campbell, California
- Guidance
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