The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
Conclusion 02: Benefits
There's news for those implementing mobility applications for employees: Results significantly exceeded expectations in areas such as employee productivity and improved communications. But quantifiable benefits such as increased revenues or reduced costs were tougher to find.
Hoped-for results for employee mobility offerings included increased employee productivity (69%), reduced costs (64%) and improved communications (60%). And companies were resoundingly successful with two of these: Productivity rose for 79%, and communications improved for 82%. But costs were reduced for only 40%.
About 54% of respondents hoped for a new business model or corporate strategy, but only 22% achieved it. Increased revenue was anticipated by 55%, but gained by only 26%. And increased speed to market was looked for by 45%, but reported by just 20%. Smaller companies assuming revenues would increase were disappointed. Fifty-nine percent had hoped for such a return, but only 22% realized it.
When it comes to assessing the value of their mobile offerings, IT execs are cautiously positive. Sixty percent say they're somewhat valuable, with ROI not yet fully proven. Add in those who chose "highly valuable, proven ROI," and the number jumps to 76%.
Organizations that don't offer mobile applications cite the major reason as unproven value and cost57% and 53%, respectivelythough complexity isn't much of an issue (10%).
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