Improving customer experience no longer the key reason for adopting mobility in the UK


London, 12th May 2015 – UK organisations are adopting mobility strategies in order to remain competitive, reveals a global study sponsored by CA Technologies (NASDAQ:CA). The study, conducted by Vanson Bourne, shows that more than half of UK organisations are adopting mobility in order to keep up with the market pressures, surpassing customer-centric drivers such as enhancing customer experience (45%) or improving customer support (20%).

Less than a fifth of UK organisations are developing mobility strategies in order to help drive top-line revenue, while improving access to mobile applications and services for their own employees is a priority for only 3% of companies.

The result is that even the UK firms themselves say that just 16% of customers are “completely satisfied” with their mobile experience.

“This study provides proof that UK businesses will struggle to succeed in the application economy unless they put customer needs first,” says Martin Ashall, senior director of presales for UK & Ireland, CA Technologies. “There is ample evidence to confirm the adoption of an enterprise mobility strategy brings a clear advantage to stay competitive, with UK adopters reaping these benefits with measurable business results. By adopting a holistic, enterprise-wide approach to mobility, with the customer at the centre, UK companies can offer their customers a more convenient and secure experience, while innovating compelling new services.”

Expectations around mobility are huge. An overwhelming 86% of UK businesses implementing mobility initiatives have either already seen, or anticipate seeing, an acceleration in time-to-market for delivering new applications and services. In addition, 84% have seen/anticipate seeing an improvement in customer satisfaction and an improvement in the overall user experience and more than half (51%) anticipate increased employee retention and productivity.

The study reveals a strong march towards enterprise mobility: 44% of UK firms already have an enterprise mobility strategy in place, the highest figure anywhere in Europe. A further 46% will do so within the next two years.

Ashall adds: “Although the majority of companies offer a mobile solution, only a few are truly confident in the products and services that they offer. An enterprise wide mobility strategy solves that issue with better mobile solutions, faster time to market and overall customer experience.”

To view the full report “Mobility: Why Your Customers Aren’t Satisfied and What to Do About It”, click here.

Survey Methodology

Vanson Bourne conducted the CA Technologies-sponsored study of 1,450 senior IT leaders in financial services, healthcare, manufacturing, retail telecommunications and media/entertainment in six European countries (Switzerland, France, Germany, Italy, Spain and the UK) and seven other countries around the world. The European component comprised 670 respondents. Click here to download the whitepaper and learn more about the research.

Press Contacts


Olga Fraczek

Zeno Group
Phone: +44 (0)20 3047 2691

Sarah Atkinson

CA Technologies
Phone: + 44 1753 242191

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CA Technologies (NASDAQ:CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business in every industry. From planning, to development, to management and security, CA is working with companies worldwide to change the way we live, transact, and communicate – across mobile, private and public cloud, distributed and mainframe environments. Learn more at www.ca.com.

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