PwC’s 4th Annual Digital IQ Survey: The mobile consumer Key Findings

Everyone is now a mobile consumer.

Executives must recognize that the expectations of employees and customers are largely affected by consumer-driven technologies. Employees want the tools they use for work to be as good as those they use in their personal lives, and customers expect to interact with firms on the platform and device of their choice. The survey shows that while many firms are focused on developing better mobile tools for their workers, they are under-investing in solutions for their customers: Only 45 percent of all respondents say they interact with customers significantly using mobile channels, and less than one-third are currently investing in mobile technologies for customers.