3 reasons why Australian organisations need to reimagine enterprise mobility

There’s never been a time when enterprise mobility has been more central to business performance. Evolving customer expectations and the demands of post-pandemic employees have given leaders a new mobile-led imperative.  

Let’s take a look at the three main drivers for changing how you think about enterprise mobility – and the tangible rewards for re-imagining its potential role in your organisation.  

According to some studies, the benefits of getting employee and customer experience right are:

• 80% higher revenue¹ 
• 30% less cost to serve²
• 30% higher employee engagement³
• 20% higher customer satisfaction⁴. 

Image source: Adobe Stock

With the mobile being the channel of choice for most customers today, how are you optimising the experiences you deliver through this medium?  

Tip: it’s not just about the technology – although that is certainly central to delivery.  

It’s also about what you deliver, whether it’s better customer service, faster resolution of incidents, solutions that solve customer challenges or are designed to delight. Or a seamless journey through the customer’s multiple touchpoints with your organisation.  

Across a myriad of different use cases, that little handheld computer in the customer’s hand increasingly holds the answer to delivering an exceptional customer experience. Neglect it, and risk compromising your competitive advantage.  

Image Source: Adobe Stock

Empowering your people with the mobile tools they need to access the information, apps and people necessary for their work – wherever they may be working – enables data capture at the edge and ensures uninterrupted mission-critical workflows.  

Having the right tools at their fingertips also improves the employee experience – critical given that poor EX makes it difficult to attract, retain and engage vital staff. However, according to the Microsoft Work Trend index 2022⁵, as many as 41 percent of frontline workers in non-management positions say they do not have the right tech to do their job effectively.  

Ignore mobility at your peril. Employees spend more time on their mobiles for work than ever before – around a third of their day for some workers⁶. So, if you want your employees to add value – and to value working with you – it’s important to ensure their workplace mobility solutions are as seamless, intuitive and easy to use as their personal mobility solutions.  

Image Source: Adobe Stock

While CX and EX should be at the heart of every organisation’s agenda, enterprise mobility solutions are about much more than simply solving challenges that make people’s lives easier, more convenient or more productive.  

Today, enterprise mobility is also a key driver for strategic digital transformation, with organisations now harnessing emerging technologies such as Artificial Intelligence (AI), and Virtual and Augmented Reality (AR) to reimagine what is possible. 

In this new world, mobile-best solutions leverage 5G, AI, AR and more to deliver exceptional customer and employee experiences:

• Think chatbots and AI-powered virtual assistants that provide shoppers with essential assistance and AR/VR solutions that personalise the product selection experience for customers as they move about a store
• Think also of virtualised service delivery and remote diagnostics in healthcare. Automated medication push notifications. Anytime, anywhere avatars that educate patients and intelligently answer questions.  
• More broadly in the enterprise and education sectors, mobile-led, location-agnostic learning and onboarding initiatives can be personalised to enhance student and employee engagement and retention.  

Such transformative mobile solutions can ‘move the needle of experience’ for your employees and your customers helping to differentiate your offerings and ultimately drive retention, productivity, satisfaction and growth.  

The future is mobile and the time to reimagine enterprise mobility is now.

Further information

For more information, contact your Optus account manager or request a call back.

¹_{https://www.zendesk.com/au/blog/customer-experience-statistics} 

²_{https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-the-operating-model-can-unlock-the-full-power-of-customer-experience}

³_Ibid

⁴_Ibid

⁵_{https://www.microsoft.com/en-us/worklab/work-trend-index/technology-unlocks-a-new-future-for-frontline}

⁶_{MuleSoft’s 2022 Connectivity Benchmark Report}