When it comes to customer experience, multiscreen connectivity is the name of the game. Over the past few years, how and where people access the internet has changed dramatically. Web usage has stagnated, while access via mobile channels has gone through the roof.
However, while mobile has also pulled ahead in terms of the percentage of users and revenue, brands still need to spread their customer experience efforts across multiple platforms. In a similar vein, the platforms themselves are trying to develop strategies that tie together desktop and laptop, hardware and software, as well as mobile devices and apps.