{"id":5345,"date":"2021-09-20T10:28:34","date_gmt":"2021-09-20T10:28:34","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=5345"},"modified":"2026-04-01T13:00:16","modified_gmt":"2026-04-01T13:00:16","slug":"cx-in-a-mobile-first-world","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/cx-in-a-mobile-first-world\/","title":{"rendered":"The New Reality of Mobile Customer Experience"},"content":{"rendered":"

Over the past two millennia (maybe more), humanity has transformed the world to suit our growing needs. Such events have left an indelible impact on our societal structure, modifying different aspects of public and private life for generations.\u00a0<\/span><\/p>\n

Amid these changes, there were hindrances that halted human progress. Some of the more prominent examples being the Black Death in the 1300s, the Spanish Flu of 1918, and World War II which played out between 1939 to 1945.\u00a0<\/span><\/p>\n

However, out of difficulties, miracles grow.\u00a0<\/span><\/p>\n

The Black Death decimated the social concept of feudalism and gave way to new goals of rationality and education. The Spanish Flu jolted various governments to concentrate their efforts and resources on public access to healthcare and international coordination on public health issues.\u00a0<\/span><\/p>\n

WWII saw women stepping up to perform jobs originally assigned to men, thus breaking social barriers and enhancing female participation.\u00a0<\/span><\/p>\n

Today, we find ourselves amid another similar event\u2014the COVID-19 pandemic. After several months of national lockdowns, people across the world have adopted different ways to adapt to the new normal.\u00a0<\/span><\/p>\n

One such way was the digitisation of everyday activities.\u00a0<\/span><\/p>\n

The new normal<\/h2>\n

The global pandemic threw two major challenges in the path to normalcy.\u00a0<\/span><\/p>\n

    \n
  1. The imposition of lockdowns to ensure social distancing and quarantines: This prompted companies to shift their operations from offices to homes<\/a>. But even as people retreated to the confines of their personal spaces, they had to keep up with daily activities like their jobs or education. To break the monotony, people started finding new ways to do old activities.<\/span><\/li>\n
  2. The necessity of contactless interaction: Since surface and air contamination was seen as a major reason for the rapid spread of the infection, people could no longer go to the mall or even a mom-and-pop store to buy their groceries. Transactions had to be contactless, leading to a boom in digital payments.<\/li>\n<\/ol>\n

    We had long known the benefits of the digitisation of society\u2014better access to healthcare, education, freedoms in business. COVID-19 helped accelerate this change<\/a>. And amiid the pandemic, reaching these digital customers became the most pressing problem statement for every organisation.<\/span><\/p>\n

    Rise of the smartphone<\/h2>\n

    Smartphones had long begun their advent into our daily lives. While technological revolutions kept making them more user-friendly, a majority of people still thought of them as a media entertainment device.<\/span><\/p>\n

    This changed with the pandemic.\u00a0<\/span><\/p>\n

    With people stuck inside their homes, maintaining social distancing guidelines, communication of all forms\u2014education, business, informal\u2014moved to a virtual platform.\u00a0<\/span><\/p>\n

    People began to rely heavily on their smartphones. More importantly, with everyday activities like attending virtual classes or virtual meetings, smartphones rose in stature.\u00a0<\/span><\/p>\n

    This surge in the smartphone industry is attributed to increased use of Internet devices, delayed smartphone purchases in 2020, and the introduction of 5G communications. The sustained growth is an indication of the ubiquity of smartphones in the digital age.\u00a0<\/span><\/p>\n

    Let us look at some numbers that show the rise of smartphones:<\/span><\/p>\n