IDC PeerScape: Practices for Using Mobile Technology to Better Engage Customers and Employees

IDC PeerScape Figure

• Figure: IDC PeerScape: Mobile Technology — Practices to Engage Customers and Employees

Executive Summary

Peer Insights

• Practice 1: Design a Program That Best Addresses the Business Issues That You Are Trying to Solve

• Challenge

• Examples

• WM (formerly Waste Management)

• Agero

• Travelex Insurance Services

• Guidance

• Practice 2: Distribute Devices or Enable Capabilities Based on the Specific Needs of Each User

• Challenge

• Examples

• WM

• Agero

• City of Campbell, California

• Guidance

• Practice 3: Engage Customers with Mobile Features That Make Their Experience Easier and Rewarding

• Challenge

• Examples

• WM

• Agero

• Travelex Insurance Services

• Guidance

• Practice 4: Provide Workers with the Mobile Tools That Help Them Stay Connected and Better Do Their Jobs

• Challenge

• Examples

• WM

• Agero

• City of Campbell, California

• Guidance