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  • Mobile 2.0 has arrived, so organizations must develop an enterprise mobile strategy that extends beyond smartphones and tablets and into the IoT.

  • Secure mobile payment apps—mobile wallets—don't transmit a primary account number; they send a randomly generated token to the POS terminal and payment network.

  • Companies are falling short of customer expectations in providing multi-channel support, according to a recent survey conducted by Ovum for BoldChat by LogMeIn. The accompanying report, "Get It Right: Deliver the Omni-Channel Support Customers Want," reveals that customers are using at least five channels for support these days, and mobile apps are emerging as a popular resource. When inquiring via live Web or mobile chat, many individuals expect to get a response in less than a minute. However, the failure of organizations to track digital behavior is leading to customer frustration, especially when they can't reach someone who can help resolve an inquiry or issue. This can result in revenue losses and brand reputation damage, as most customers said they have stopped doing business with a company following a bad experience. "Today, there is a discrepancy between customer behavior and contact center support," according to the report. "Customers are readily using digital channels to search for information, but are often unable to resolve issues across these channels. Contact centers need to better track digital behavior and deliver integrated support offerings that meet the demands of the connected, mobile customer. … They must reduce customer effort across mobile and Web channels to ultimately enhance customer loyalty and satisfaction." An estimated 300 global contact center managers and 400 customers took part in the research.

  • Contextual mobile services harness real-time, context-relevant data to provide a personalized service driven by an individual’s needs at any given time.

  • With mobile app developers and design staffers now working on multiple products at the same time, these professionals view the growing demand for wearable tech and connected device apps as a top current or future challenge, according to a recent survey from Kony. The resulting report, "Wearables and Connected Devices: The Next Frontier in Cross-Platform Mobile Development," indicates that the majority of survey respondents will oversee the production of at least two—if not a half-dozen or more—mobile apps over the next six to 12 months. These apps must accommodate the rising presence of wearable technology and the internet of things (IoT) and connected devices in the enterprise. But survey respondents said a lack of communication among IT stakeholders, designers and developers about plans regarding wearable and connected devices creates formidable obstacles to these initiatives. They also are often overwhelmed by pressures to design mobile apps for multiple devices and platforms, while meeting ever-rising user expectations for new app features. "As more devices hit the market and wearable and connected devices become commonplace in the workplace, enterprises need a platform to achieve greater agility and efficiencies," according to the report. "Wearable and connected devices are definitely becoming mainstream, and a key driver for their acceptance will be the growth of enterprise mobile apps built around these devices. It is critical for developers, designers and stakeholders to work closer together to not only meet business objectives and the demands of the business users, but also to deliver an amazing user experience." More than 230 global mobile app developers and mobile app concept and design professionals took part in the research.

  • The 'Macy's on Call' mobile app lets customers use natural-language queries to locate products and services in its stores without the help of a sales clerk.