The latest buzz regarding customer contact channels is mobile applications.  How do you ensure success within this channel?  I recently attended a webinar by Information Week Financial Services called Getting Answers from Mobile Initiatives where they discussed different applications for the insurance industry, metrics that indicate mobile success, and where companies are focusing their money for mobile applications.  According to Forrester Research, the top 3 priorities/objectives for mobile applications are:

Increasing customer engagement Improving customer satisfaction Appear as innovative

I would like to examine the first two objectives, customer engagement and satisfaction.  As a consultant, I have received the consistent [...]