The New Reality for Customer Engagement
There's no question that mobile access is on the move, especially traditional offerings such as remote dial-up for Windows laptops. Mobility offerings are providing clear benefits in a few areas, such as improved communications and increased productivity for employees. But overall, the jury is still out for mobile applications, both for customers and employees. ROI is still assumed rather than demonstrated, and in some customer-focused areas, investment next year may actually be reduced. Organizations can still receive value from these offerings, but CIOs looking to experiment with such services should closely track return on investment, carefully manage expectations and keep spending tightly controlled.
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