I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State of CX Metrics, 2015.
You can view this infographic below.
The bottom line: Make sure you have plans to be mobile-first.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.