European IT departments actively deploy mobile capabilities in their organization, edging ahead of their North American counterparts on the journey to provide managed corporate services to their employees, according to Forrester’s Forrsights Mobility Survey, Q2 2013. Our data also showed us that:
European IT leaders prefer to control the distribution of corporate applications. Forty-three percent of European respondents report that they have implemented or plan to implement a corporate mobile application store within the next 12 months compared to only 26% of their North American counterparts (see Figure 1). These findings point to a key difference in the European approach: less self-sourcing by the employee, no laissez faire attitude to application sourcing, but active guidance on corporate devices and applications. European IT leaders we spoke to confirm these findings.
European mobile deployments look unstructured and often lack stakeholder alignment. While there is much activity around building out mobile application delivery and investing in the right infrastructure to support mobile engagement, there is no visible pattern or strategy behind many deployments. Many European enterprises fail to apply the classic strategy of starting with a mobile strategy, rolling out mobile device support, and ensuring mobile productivity.
Ever since Forrester began conducting its Customer Experience Index study, retailers have topped all other industries. They not only have the highest average scores (as rated by their own customers), they comprise the majority of the companies in the “excellent” category. In fact, the only other industry that comes close to retailers is hotels.
That’s one reason why we’re delighted to have Jo Moran, head of customer service for iconic retailer Marks and Spencer, speak at our Customer Experience Forum EMEA in London on November 19th and 20th.
The other reason is that Jo has been on a journey to boost Marks and Spencer to a higher level of customer experience maturity — which is exactly what our forum is about.
In the run-up to the event, Jo graciously agreed to answer our questions about what she’s done so far and what she’d do differently if she had it to do over again. Her answers appear below.
I hope you enjoy her responses as much as I did, and I look forward to seeing many of you in London on November 19th and 20th!
Q. When Marks and Spencer (M&S) first begin focusing on customer experience? Why?