2015 The Year of Mobility - From Mobilegeddon to Mobile Customer Journey

Ever wonder why everyone lines up for the ATM at the bank when the teller line is empty? Despite the common conception that valued customer service lies in real human interactions, the truth is customers don’t really want to talk to you. Customers want self-service. Whether it’s at the ATM or on online help documents, customers are continually seeking out self-service channels and now they want them instantly.

Deemed the year of mobility, 2015 reveals mobile technology and customer behavior trends that will affect everyone - big and small. 87% of the entire world population uses a mobile device, 82% use mobile devices to influence purchase decisions while they’re shopping, and mobile traffic accounts for 30% of all internet activity (49 Mobile Search Stats for 2015).

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