The Future of Customer Service in a Mobile World: Smart, Connected Interactions


The rise of smart devices and a focus on customer loyalty has created the proverbial "perfect storm" for enterprises that want to reinvent the customer experience around smartphones and tablets. These devices can help solve some of the challenges that have plagued the contact center industry for more than 30 years.


More than 50% of inbound customer service calls across eight countries (developed and emerging) will be made from mobile devices by 2016. By 2016 36% of inbound customer service calls will be made from smartphones.

Ovum has developed an SCI maturity model as a management tool to help enterprises understand the key dimensions along which they should expect to progress. Investments to advance across the major phases of the SCI maturity model are driven by organizational priorities, budget availability, and technology and process readiness.

The explosive rate of smartphone adoption and relative early stage of the SCI market presents a unique opportunity for customer care leaders to position themselves as thought leaders, enhance or drive their company’s mobile strategy, and build upon prior technology investments to deliver strong business value out of the care organization.

Features and Benefits

  • Identify key trends in the enterprise shaping the mobile customer service agenda.

  • Use Ovum's SCI market maturity model to gauge enterprise strategy and mobile initiatives against industry benchmarks.

Key Questions Answered

  • What percentage of inbound customer service calls will come from smartphones, tablets, PCs, mobile phones, and landlines?

  • What exactly is the notion of smart, connected interactions today, and how will this evolve over time?

  • How can enterprises roll out a successful SCI strategy that will appeal to customers?

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