Unlocking exceptional user experiences: Redefining CX and EX with enterprise mobility

In the years since mobile technologies have become ubiquitous, companies and government departments have increasingly moved to a ‘mobile-first’ business strategy that prioritises their mobile users - including employees and customers. They’ve focused their digital transformation initiatives on delivering a user experience that’s as effective on a mobile device as it is across other channels. 

Businesses may have optimised for mobile, but are they actually optimising mobility itself?

Today there’s a fresh sense of urgency around enterprise mobility, arising from heightened competition in the market and the fast-evolving expectations of customers and employees. Only by meeting these expectations will future business performance be assured. 

Being mobile-first is no longer enough, either. Today, enterprises and governments must deliver 'mobile-best,' or risk losing traction or being sidelined. 

Image source: Adobe Stock

By leveraging 5G, Artificial Intelligence (AI), Augmented Reality (AR) and more, mobile-best solutions deliver exceptional customer and employee experiences, driving retention, productivity, satisfaction and ultimately growth. 

This could mean AI-powered customer experiences in retail, with in-store avatars providing shoppers with essential assistance and AR/VR solutions helping with product selection. It might also mean virtualised service delivery and remote diagnostics in healthcare or individualised learning and onboarding initiatives in the education sphere that are location-agnostic, enhancing employee engagement and retention. 

Businesses that effectively implement AI in customer service can experience a 10-15% increase in revenue (Accenture)¹

Across many industries and government departments, mobile-best experiences leverage user behaviour data and analytics to personalise experiences and power the development of customised loyalty programs for customers (and personal development programs for employees).

With mobile-best experiences, time-to-resolution is decreased with the introduction of always-on self-service options including smart virtual assistants and chatbots, that understand customers and can respond intelligently to their questions. 

Chatbots and AI-powered virtual assistants can reduce customer service costs by up to 30% (IBM)²

Mobile-best means access anytime, anywhere. It means data that’s curated to personalise the user experience and security that’s baked into solution and platform design. It delivers new ways to eliminate complexity, supports the move to consumable everything and creates compelling new services and solutions. 

Image Source: Adobe Stock

A mobile-best approach has the power to unlock experiences never imagined before, to transform how both customers and employees interact with your company or government department. 

The possibilities and opportunities that mobile-best brings to EX and CX are limitless. And the the potential benefits are already clear – starting with 80% higher revenue³, 30% less cost to serve, 30% higher employee engagement and 20% higher customer satisfaction⁴ according to some reports. 

To achieve this, organisations must be ready to embrace the change at every level, from how employees harness mobility’s power for productivity gains to the ways in which you invite customers to interact with you. 

A mobile-best strategy should dominate the digital transformation agendas of all forward-thinking enterprises and Optus has a key role to play in helping organisations adapt and thrive in an increasingly complex, competitive and challenging world. 

Further information

Elevate the customer and employee experiences your organisation delivers. To discuss how, contact your Optus Account Manager or request a call back below. 

¹_{https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-network-is-the-product-how-ai-can-put-telco-customer-experience-in-focus}

²_{IBM: https://www.ibm.com/downloads/cas/GQDGPZJE}

³_{https://www.zendesk.com/au/blog/customer-experience-statistics}

⁴_{-30% cost to serve; 20% uplift customer satisfaction; 30% increase in employee engagement (https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-the-operating-model-can-unlock-the-full-power-of-customer-experience}