Results of a recent survey overwhelmingly pointed to mobile technology as the key player in customer communications in the next 10 years.

86% of respondents believe mobile communications will be vital to any customer experience innovation of the future and 37% chose mobile as the number one technology to shape the future of customer experience.

350 businesses and customer insight experts took part in the survey which was conducted by Rapide, a business communication solutions provider.

22% identified predictive customer analysis, 16% identified on-demand services and 10% identified augmented reality as other technologies to watch out for.

84% of respondents stated that they do not believe social media will play a significant role in shaping customer engagement over the next 10 years.

“The mobile channel is emerging as the consumer’s primary choice for all possible service activity with service providers,” said Michael Moaz, vice president at Gartner.

While Ash Mahmud, head of CRM at Groupon, added, “Delivering a superior customer experience will be achieved by offering quality content on a platform that can be seamlessly integrated into other technology and systems – mobile is the obvious answer.”

Source: Call Centre( UK)

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