The rise of mobile has changed the entire customer experience landscape. The dust has not settled yet, and the ultimate destination of the customer journey is not yet clear. But many experts do agree that mobile has effectively fragmented the customer experience. Now consumers use their phones for very short bursts of social and transactional interactions. This is forcing many brands to reconsider how they can provide meaningful customer engagement from one moment to the next.
It is no doubt that it is difficult for marketers to address....