Mobile Technologies: Harnessing the Potential of the Anytime/Anywhere Future

by Gabriele Piccoli

With last month's issue of CBR, we took a bit of a chance, peering into the future and into a trend that has yet to consolidate (digital data genesis). Conversely, this month's topic is perhaps overdue. The importance of the mobile platform as a tool in the arsenal of modern organizations is undeniable. What is less clear is how firms should incorporate the potential of mobile technologies into their IT and process infrastructure. That's the challenge I seek to contribute to solving with my work on customer service systems, and that's the challenge that our authors in this installment will help you meet in your own organization.