The proliferation of digital capabilities and convergence of social, mobile, analytics and cloud (SMAC) technologies are rapidly changing how every company interacts with its customers. To remain competitive, companies must deliver an omnichannel, nonstop customer experience that blends sales and service into a seamless capability. This approach provides more value to customers and as a result, drives increased revenues to companies.
While many companies tack on mobile apps or capabilities to existing processes and tools, such an approach usually fails to deliver the desired results. The route to success requires redefining and redesigning existing sales and service processes to make them more agile using the unique capabilities of mobile in the context of a day-in-the-life of sales representatives and customer service representatives.
Accenture believes that to succeed, companies need to consider a mobile-first strategy—a holistic approach within agile selling and service that begins with defining the desired outcomes and then determining how mobile can enable them.