You know technology is moving fast. So are customer expectations. Adoption of multiple devices is now the norm. I connect from my work laptop, iPad, iPhone, and home iMac on any given day. Most of what I connect to is pervasive from device to device. Just today I have used a “to do” manager on the web via a laptop, my iPhone and my iPad. Everything I need to do is always synched and up to date. I love it. But that is also my expectation now for how things work. Many others, perhaps your customers, have the same expectation. So what experience are they getting from you?

The digital executive is focused on creating this kind of amazing customer experience. This is the essence of a digital business. Our customers expect no less than this. With this understand, we need to focus on customer expectations and technology that enables a seamless experience.

Consider this from Forrester Research:

Thirty-two percent of US online adults accessed the Internet from multiple physical locations using a PC only; for example, from home, work, and the sidelines of a son’s soccer game.

Forty-five percent of all US mobile subscribers owned a smartphone in 2011, slightly less than doubling from just two years before, when only 24% owned one. Forrester forecasts that more than half of US mobile subscribers will own smartphones by the end of 2012. And, in Western Europe, they expect smartphone penetration to jump from 34% in 2011 to 67% by 2016.

Thirty-six percent of US adults with a mobile phone access the mobile Internet at least monthly or more often. In 2010, only 23% engaged in this behavior. Western European adults with a mobile phone accessing the mobile Internet at least monthly or more often grew from 9% to 18% from 2009 to 2011.

We can all connect and interact from multiple devices all day long without missing a beat. What opportunities does this present for us to improve the customer experience?

Here are the key ideas:

• Customer expectations have changed to connect from multiple devices.
• Customers expect the experience to be amazing and consistent from device to device.
• Much of these interactions are moving to mobile devices. Mobile is a reality not a trend.