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How CIOs are meeting the needs of customers in the 'mobile moment'

CIO Executive Council | Oct. 1, 2015
Customer journey maps, responsive design and a mobile-first mindset are key elements to a mobile IT strategy.

Interval serves both resort developers and about 2 million members who own timeshares. Sales professionals now use our iPad app to illustrate the value of vacation ownership to our resort developer clients at the point of sale, with animated representations of our timeshare exchanges occurring around the globe, for example. For our members, we've taken a two-pronged approach: a mobile-friendly website and a native app. As we introduce new functionality--such as alerts that let members know when resorts at their preferred locations become available--we test it on the mobile app first and then roll it out to the website.

We're using customer journey maps to identify new features that can enrich the customer's digital experience. To support these initiatives, we've created a new role--assistant vice president of digital innovation--that reports to IT and the sales and marketing group and determines how emerging mobile technologies can serve both client and member constituencies.

 

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