Page 35 - Optus Future of Business Report 2013

34
optus Future of Business
Mobile growth shows great
potential to engage customers
Businesses are
looking to enrich
the mobile experience
for consumers
To optimise the mobile experience
for customers, organisations are
looking to increase their investment
in mobile websites, apps, payments
and self-service tools.
Today, 62% of consumers using mobile
visit an organisation’s website with
their mobile device, and 73% say they
expect they will be able to do so in
three to five years. Possible reasons for
this include more widespread adoption
of devices such as tablets that closely
emulate the desktop PC experience and
faster wireless networks. Organisations
are responding by looking to up their
investment in mobile websites, with
73% expecting to have mobile websites
in three to five years, compared to
47% today.
As consumers look to conduct more
transactions on their mobile, mobile
commerce should also grow. This will
be supported by businesses that are
looking for revenue growth from the
mobile channel. Within the next three
to five years, 45% of organisations
expect to offer mobile payments,
while 64% of consumers say they
expect to be able to make mobile
payments. Consumers are especially
keen on organisations providing mobile
commerce apps, with 30% saying they
expect organisations to make these
available in three to five years.
(%)
SERVICES CONSUMERS USE
VIA MOBILE DEVICE
ORGANISATION’S WEBSITE
62
MOBILE
73
MOBILE APPS
30 63
MOBILE PAYMENTS
29 64
SERVICES
USED
CURRENTLY
SERVICES
CONSUMERS
EXPECT TO BE
ABLE TO USE
IN 3–5 YRS
MOBILE WEBSITE
MOBILE APPS
DON’T KNOW
MOBILE
SELF-SERVICE
NONE OF THESE
MOBILE PAYMENTS
(M-COMMERCE)
MOBILE SERVICES BUSINESS
USE TO ENGAGE CUSTOMERS
CURRENTLY
EXPECTED
IN 3–5 YEARS
47% 73%
40% 71%
39% 9%
13% 47%
12% 45%
1% 6%
of organisations expect 4G to
increase productivity47 %