Executive Summary The current Generation Y has never known a world without computers, the World Wide Web and mobile phones. As a result, the convergence of these advancements has had an incredible impact on customer care because the technological impact has permeated all aspects of our lives across all generations. The result is a world that demands immediate information and services, creating pressure on businesses to respond. The question is how' It not only impacts the way companies market their services, but also improves all aspects of care operations. Customers today want information anytime, anywhere, especially with respect to products and services they have already purchased. Although many companies will try to continue enhancing contact center operations by focusing on traditional metrics and satisfaction surveys, the vast majority of contact center initiatives have not paid any attention to consumers' increasing love affair with the mobile phone and its impact on customer care.

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Mobile Phone Love Affair Changes Customer Care
Published on July 2009
Report Summary
Executive Summary
The current Generation Y has never known a world without
computers, the World Wide Web and mobile phones. As a result,
the convergence of these advancements has had an incredible
impact on customer care because the technological impact has
permeated all aspects of our lives across all generations. The
result is a world that demands immediate information and services,
creating pressure on businesses to respond. The question is how'
It not only impacts the way companies market their services, but
also improves all aspects of care operations. Customers today
want information anytime, anywhere, especially with respect to
products and services they have already purchased. Although
many companies will try to continue enhancing contact center
operations by focusing on traditional metrics and satisfaction
surveys, the vast majority of contact center initiatives have not paid
any attention to consumers' increasing love affair with the mobile
phone and its impact on customer care.
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