Will everything go mobile? How? Certainly not quickly enough after months of closed room strategy work, claims Satu Heikuksela in her Talouselämä blog (http://www NULL.talouselama NULL.fi/kumppaniblogit/tieto/senkin+mobiilietanat++mika+maksaa/a2097142) (Finnish weekly business magazine).
Corporates should forget about long strategy work and involve their customers into multichannel service experience. Also cross-industry examples may give surprisingly simple ideas on how to utilize mobile channel in creating better customer services, easy examples being eBay and Amazon. Banks can also be in the forefront as they know quite well which kind of services and transactions their customers want to do most.
Branch and web will remain as the most important channels for banks for the while, but there are predictions (http://www NULL.finextra NULL.com/News/Fullstory NULL.aspx?newsitemid=23659) that by 2015 the mobile will cover 60% of banking customers. Currently in Western Europe, 28% of customers are happy with the mobile banking services – not a very flattering proportion!
It will be interesting to see what kind of services will at the end become most popular for mobile services. Strongest guess is that they will be easy to use.