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Six Mobile CX Trends to Know

This article was updated on June 1, 2023

Customers want answers before they ask. And they want to see you on their favorite channels before they arrive. Meet these demands across mobile — and you’re well on your way to an engaging customer journey. Discover the mobile CX trends to help make it happen.

headshot photos of Peggy Anne Salz, MobileGroove founder and Sunny Rao, Vonage Senior Vice President

The Power of Personalization and Conversation

MobileGroove founder Peggy Anne Salz and Vonage Senior Vice President Sunny Rao detailed mobile CX trends in a spirited webinar. There were plenty of thought-provoking insights — across voice, video, verification, and messages — focused on personalization and conversation. Enjoy the short videos … not to mention Vonage Communications APIs and Conversational Commerce solutions.

Trend 1: Mobile is the remote control of our lives

This article was updated on June 1, 2023

Video is how we learn, shop, and interact. And video is where value, relevance, and fun — across our beloved mobile devices — reign supreme. Ready to take control?

 

Watch now: Learn if mobile truly is the one channel to rule all.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 1: Mobile is the remote control of our lives.

Trend 2: Consumers crave journeys, not experiences

This article was updated on June 1, 2023

Consumers rely on brands for advice, assistance, and even leadership. It’s no longer about being in the moment — it’s about the conversation. Prepare to explain why your brand fits in their lives.

 

Watch now: Learn why consumers expect to fully understand your brand.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 2: Consumers crave journeys, not experiences.

Trend 3: Prepare for the [POS]: Personal Operating System

This article was updated on June 1, 2023

Brands must now demonstrate their trustworthiness to stay in a consumer’s life. Earn that trust, and you’ve become a part of their personal operating system.

 

Watch now: Learn the value of being a consumer’s go-to.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 3: Prepare for the [POS]: Personal Operating System.

Trend 4: Moving beyond demographics

This article was updated on June 1, 2023

Conventional wisdom suggests that demographics and psychographics tell the customer story. But do they? Consider a deeper dive into the question: What do customers value?

 

Watch now: Learn why core values and purpose are invaluable customer insights.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 4: Moving beyond demographics.

Trend 5: Just ask, because knowing beats guessing every time

This article was updated on June 1, 2023

Customers seek immediacy and great experiences (i.e., no patience). But marketers must deliver more with less data. So how do you secure the knowledge and pinpoint next steps?

 

Watch now: Learn the value of first-person data.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 5: Just ask, because knowing beats guessing every time.

Trend 6: The Cookie-less World brings a new recipe for engagement

This article was updated on June 1, 2023

Consumers control their personal access, which requires companies to be transparent and permission-based. But are companies prepared to build journeys and trust in a privacy-first world?

 

Watch now: Learn if a Chief Privacy Officer should be your next hire.

This is the opening slide for a video from the 2023 MOBILE CX TRENDS Webinar — Trend 6: The Cookie-less World brings a new recipe for engagement.

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