5 mobile trends shaping expectations of customers and staff

  • Focus on creating a broader mobility enterprise strategy that includes IoT.

  • Both staff and customers expect more than simply adequate apps.

  • Embrace cloud-based systems for quick, simply app delivery and updating.

Enterprise staff have embraced mobility in both their roles as employees and consumers. They have come to expect the same level of ease and utility they get from their consumer apps in their enterprise systems. Progressive CIOs can meet this expectation by understanding five mobile trends and how they can be applied to their internal systems.

1. Mobile-first is over. If you’re not already pursuing a mobile-first vision, you’re late to the game. Your mobile strategy today needs to connect to your overall enterprise plan, cloud deployments, and at least a plan for the support of the Internet of Things (IoT). When appropriate, connect both customers and enterprise staff to the same systems to reduce response time and increase interaction.

2. Stay friendly but secure. Users want the ability to use their personal apps on the same device they use for enterprise access. Security needs to be applied as granularly and as unobtrusively as possible. Employ adequate measures to protect the enterprise but leave the user’s own apps and data alone.

3. Make it right and make it easy. Users have little tolerance for software bugs and difficult navigation. They are accustomed to using apps that work perfectly every time and are easy to understand and navigate. Your apps must be on at least the same level as those your users choose to engage with every day. Even small problems in execution or confusion over use choices will discourage use and lower engagement.

4. Connect to the enterprise. In a word, integrate. Your mobile apps can’t be separate from the data that drives your enterprise. Users expect that what they see and execute on their mobile device is the same information the enterprise knows. Product catalogs need to present accurate inventory information so customers can make informed purchase decisions. Project status updates must advise staff at their desks and around the globe with the same information at the same time.

5. Go to the cloud. It may seem obvious but moving development and deployment of mobile apps to cloud-based systems allows for quicker, more simplified delivery and updating of your apps. Putting assets in the cloud allows for easy scalability and global access without the need for internal systems and their associated overhead. You can concentrate on delivering the best possible experience to your users and leave the infrastructure details to the cloud provider.

Make the most of your efforts by embracing these trends and deliver the best experience to the people most important to the success of your business.

To help you move ahead, AT&T offers a full portfolio of mobility services and solutions designed to enable agile business operations.

Scott Koegler is a technology journalist with a specialization on the intersection of business and technology. All opinions are his own. AT&T has sponsored this blog post.


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