The impact of innovation in the mobile customer journey

How new mobile innovations are shaping the future of retail

In this whitepaper, produced in partnership with Ingenico, we look at what retailers are doing and whether they describe themselves as mobile first. We also examine three key innovations, including gamification, chat or messenger bots and the concept of a frictionless mobile experience, in which all appear to be making the modern mobile purchase more engaging than ever.

Some key considerations from our research:

• 93% of retailers admit that mobile innovation impacts customer satisfaction and profitability
• 39% of retailers describe themselves as being mobile first
• 41% of retailers say they are trying mobile

This whitepaper includes a focus on the strategies of Scotts & Co., Schuh, Screwfix and JD Sports Group.