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- Table of Contents -

Why Mobile? .............................................................................................................................. 3
Growth in Smartphones and Mobile Devices .................................................................................. 4
Mobile Usage Trends ................................................................................................................... 5
Mobile App Development Trends ................................................................................................... 7
Cloud Based Content and Personal Data ....................................................................................... 8
Growth in Self-Service and Social Media........................................................................................ 8
Cost of a Voice Call ..................................................................................................................... 8
Self-Service Continues to Mature .................................................................................................. 9
Is Self-Service Sacrificing the Consistent Customer Service Experience? ......................................... 10
The Myth of the Customer Service Department ............................................................................... 11
The Service Context ..................................................................................................................... 12
Self-Service Becomes Mobile ........................................................................................................ 13
Mobile Self-Service in Action ......................................................................................................... 15
Challenges with Mobile Self-Service Adoption ................................................................................. 17
Technology Choice: HTML5, Native or Hybrid .................................................................................. 18
App Dev Tools .............................................................................................................................. 18
Application Publishing ................................................................................................................... 19
Conclusion - What You Must Do Now ............................................................................................. 20

 

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