By Gina Ferrara
“We didn’t do anything wrong, but somehow, we lost” was the final statement made by former Nokia CEO Stephen Elop at the press conference announcing the acquisition of the company’s mobile phone business by Microsoft. How rapidly smartphone technology and the development of mobile apps have advanced in just the last decade is nothing short of phenomenal. Yet, these advancements in technology will be a double-edged sword for organizations unable to keep up. In today’s mobile environment, consumers can check account balances, transfer funds, pay bills, research products, and make purchases quickly and easily. These capabilities have successfully paved the road for increased expectations from a customer experience perspective.
Customer experience (CX) initiatives have topped the list of strategic priorities for many organizations, putting CX above new product development. However, this increased focus on customer experience should be coordinated simultaneously with the organization’s customer communications management (CCM) strategy.