The State of Mobile Consumer Engagement 2022

Presented by

Christy Culp, Chief Customer Officer for Alchemer Mobile; Ashley Sefferman, Director, Brand and Content Marketing, Alchemer

About this talk

If 2020 was the shift to mobile, 2021 was the year we saw it reflected in the numbers. Industries rebounded, work styles continued to shift, and consumers stuck to their mobile-first habits, spending more time and money in mobile apps than any year prior. Alongside the continued app economy boon, mobile retention, interactions, ratings, and expressed emotion flourished. Through collecting data from 1,000 iOS and Android apps with 5,000+ active users across one billion app installs, Apptentive’s seventh-annual Mobile Customer Engagement Benchmark Report shows that mobile teams working on the largest apps in the marketplace capitalized on the increased amount of customer feedback to make meaningful improvements to their digital offerings. The report contains data from various industries, including Finance, Food and Drink, Media and Entertainment, Healthcare, Travel, Shopping, Personal Services, Business Services, Utilities, and Education. The mobile channel continued to be the most powerful and direct channel to consumers across all industries, with engagement outperforming desktop web and television. Mobile consumer feedback changed product roadmaps, improved ROI, drove revenue, and got companies closer to achieving their overall business goals.
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