On the cooking front, I believe that Jamie Oliver’s iPad app has voice recognition allowing you to move to the next step verbally. Saves waving a potentially wet hand above your iPhone!

Nice article and good examples. Performance considerations (and how that’s implied by context) are soooo important on mobile.

@cennydd

I know that several retailers are experimenting with femto cells – effectively offering localised network capacity, even indoors, underground or in areas hard to service with wifi. Effectively something with better coverage than wifi – to provide voip or data connections within stores or indeed, even football grounds.

For example there are a plethora of filtering options and alternatives when choosing a hotel in a big city like London or Paris i.e. price, star, facilities, location, public transport links, type of hotel (boutique v classic) etc.

However, in this economic climate, users can be price sensitive most of the time and can be swayed to compromise on their accommodation requirements if the price or deal is right. So these users are likely to dial up and down their filtering on a number of occasions to see what options they have. That’s where a favourites comparison tool come into play.

The first point is that it’s imperative that a specific framework is developed to measure KPIs consistently in any particular environment. Without such a framework, it’s almost impossible to dip your hand into a pool of data and pull out exactly what you need easily, quickly, and consistently each time without drowning.

The second point (which relates quite closely to the first) is that this framework needs to be unique to both the environment and the questions it is designed to answer. By definition, this means that such a framework is not automatically able to be ported across and deployed in other environments without first checking that the data points and methods remain valid.

For example, in one such environment it might be possible to answer questions relating to ‘Moments-of-truth’ using data mined from social media monitoring. This same technique however may not be the best tool for the task in environments where social media monitoring reveals a poorer quality of data.

So overall my view is that the challenge for organisations is understanding how to break down the strategic goals of customer experience measurement into a clearly defined set of tactical tools and techniques that together make up a unique framework for consistent measurement and derivation of insight.