Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025
Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2021 and Beyond
By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience, according to Gartner, Inc.
Digital transformation for service organizations initially focused on websites for desktop users but shifted to enterprise-native mobile app experiences with the proliferation of smartphones and tablets. However, despite significant investment and promotion, most…