Brands should expand their mobile strategy to ensure that customers feel cared for amid a blurring of the lines between customer service, information technology and marketing to avoid damage to bottom lines, according to a new study by Millward Brown.
{"ct":"N\/6VLtM45NXumHmVqJ4OV58CnLdBeKM9Q8ztVTm4tI\/fstUgsy6f+0C07tPLzkF5jFHTzXYKujeXliE8UG3bh9PySpK7vjVMr6xAQb7z3eWEUvUVr19GNW5p9Ij725OpWTOeh3KXgUCMU+t7S\/jSRNBpSTeIK+ne7pqmXXE8iy0z0muuTbaK6Y+N\/+lAN6T6X2AprPbR9BHjOWXCGE24qiIPiAGmeuwMtcSVk2CVWE7gfIwJ4O4UJe1cKwL70q4krrK5Bhefp2p43jWsvDJpkcPSsBmhIdoqCtpbrHVvLbML60tpN9vqs9pf+nvjMZYpNeZuVSHQ03RlXHfHICsCAzPrOVb9vEelae\/ANPvg2lRK0Bx2RTaZVJpt3wl8b+9xkEcPP8B68hey9m\/1ZQvXBso47M0OQER6U+k7kIFB4pt4xHuyE6H\/qbUL1XrrRZYRGnHRz1kSrm3QU4hCI7ayc96Dbo5\/I22tqPXy0u\/SDZyApLfA1XqSlNiOsrpe\/Fvvz77uvd2UeFyenHHMgObMHaT8oerAWqy6d68kK174Ln8kKnzp6MvAinxyalszl6JXm4OeRNqmpr19aEEW09GW6Z5RaAwRv2P4iZiqkue6FETYcc2VbQChWd2RIhbPU7soQr5aYyOXr55DEZn393ntMdwbYgAoMXUahsNYcFp3zeiF2spF7m6TShhN7NjI4w1+esXlhPazVuZ2by49MXPsxIi7G2reJqgVIyT0tF4hBoKW6cHFUXOfWRt86ljLLucd28\/scMP39uBm8tJ2vBBsF4JoUL0qrj8MlWnOeBNYCNNeKyEfwFembxdjMKe8gx4X+B1sSkiL76+3rzua1Ko\/MXcQ1otcfTX4N1tygyittG2cxnEOOyXxoUd4hoAR2KMImOlqS1w41jBGtefRNqYaZngselxP6Erb41ZqrwL9sKVTV\/78snjsubdub+WSJ7FqY8ruLU6yoLrqX84Qr+XXmg8qEbjUGD05ZNqngu47l68qIAiUr0QmjATyjfbnD2RExiVgsTDhUGRgx\/WGfuGUiw\/TV2R2yjq2ODnXzIHbTKtKlnuSzf5DNQ38C3GFAvOnt++4lkp7P8UIvm\/HQRzQ\/LIr5OL9Hy+WfB9Ia2by0ljNhzarTySLJ02f+vEpHavfMytV6MoXuJAqUuzBCOOinV3a7D9wXmvCyR8dxGHpgMEuecLWw8p\/2Zv3PTLYE6\/l8zde6RCMej+V9K8VCKrNPB+FH0cg\/sMuWNIzCM5dy2a\/Zla1+CAjavauqb3rl+R3SGK\/8CMRjfN6RoX0bDnjfyaGu6FoogdQaU\/kzKpVq2CSBPiZYDaej+sHPMLUwtASCPRoVnv+IoXBV9bdnktvJNFpv1OGD4PQz\/QHhCUjUaHOYMmM7o+FVC\/S\/sghd6MEiDgRabMbWOk2FPMxO0hLE5QSvuK+LTdU94hi+aaEIrDl7K5uhYDMJUp71zb5VujfAGfGhA+T\/ekhb8EIJ0iyc5JPiH+3Vm0Yn1f30eYZlhNIOfdSWKs\/LgW5K1UXVZtuq9M8wmpziwwzzrQIdW65Ih5NwKFhyzia7GQFNSagKeN83DWWL43MNidGJgwNhVapJKMIQVkvU8fU+7pWiJhAQhXVpoYXURko76dxGDwsrj0lNlf6IMGWMiqIcdX2T1w4cB1sOUW8HYAnCaoGS9wqyBiXNuOlaYvXnXLkUrjdOJLMR3X6gosmb8L8J7HD13Yg0mXTdOzn\/c\/yLAHhLCAhypzcjudeOn+jCXwJx0OmoehrBNIcYlPmZ6L6ILv0rz91hz89tgRRggfC7BVtDlUXtn2fj7V9HIzdr2yb35z\/zlCqGvUVW\/dHMRUDLk0GqepkNjso\/6T9nt9hmax1tJ0+74Nkq5j1ADOxw14xUudqcGpIVYaeSJ56PEbAaH021R7V4LnbB6EFyP8tv5eEnKkeMPAZamj5QQau9vszOl8KiF0A6dczmrWGGixNxjOSF5VbtSpiwOaCVXQC610vfCFWfsPtLdkP1jEQ7GoI5mwWhVUrEC+GoPgw7uPF0kLQNytDf8f0nmagp\/z4M+6+xj+yORVDSdAnNpp4O6c5x5ZET8gojr+XtinJ6KVRax0iJIbAZjHH4V7ewvyrEPayVnPrHYJJqF0vgkh1gsQ3uMOYpQx9re1904TdGMT54zYgBVgIGF82ffCNBk2Sn9XdqT6o7PLQkoGZ8nF85QA2qika0mjJhrWxaIPgzITj4FSnPrKGgpCOV7JqnxSRr9wwMfpHvfWYpfWWo5fBggtRFKR+aC3KGbY0OtgsALD6AFq\/Uk2AxRMGLVb0c+DujpmYca89CeTXVSObcfLsHa5NURpVX8MzrSKJpo4jANvzYBwu16RG3khMbOGu4tCNIJu2Hn58yAdUkMoDuqzo5KQRxeZW0EsOESqJfxvPek046pFgdvAGON9C5mrm1NmZLlzdveWlBY6oBXUIS8V\/XCyQ5OMUgjuuZlNZD8qzS64jtiyJZIXN2s+SKfGVu8UcR9EP1hXeoVxVQGpPPLAovzKod+j+UOo9AxhMc622OYCqChRwFVdhjDm7jzcWcZGBfhh8CbZ5FjIMVSvqVIq+bOZ6wP7VlsXPgdn4yaMiRkbrVcxelKyJ3MKNi+2lNYdZywQwaPhpi8KO\/vQlOAkOxjYnT6Amrm\/MomsuD9tFbtPfvLeBkl07\/ULb6d49YWcM4dZfRrRuu0t2R8YDfJ7QdfAubs\/u6Iz9asj+iT5ZKtGSamVVe5J5eC9zZKrOhFcMJS6WcWzFP+V\/mSOgOJmihNlut0Ug0wnLamp5Y4V2Vj+SPPQqF3GHiODOzWNeC1ZunN\/8khSFy7HQk5DPsFb\/nNm\/+kJfAE3QZ87LNyw4SJ1BNakSNzXS4u8qp9h8nV0AZsnmHWpjZmD+l6cwCItO+ibtPnTNwiPbJLGpwoSO2tgAd5OKLNuTgm9c6o4RGqjw3LV5kfmXCc2VkCCgRx8BqbO0SINkY2eA5duKnV542h+yolXqSm\/xj0l+cqd7bNX9KCUUk14b\/atmomUHQYvAZjEg+viA5bDu+x0rjmdteG3hJRcoZefdJcmIRvRKvvBtMCYqVg1B3B8Oah4\/4uH3YSAfknV\/wE6RsZYf3nLkhMws4Xz5U+H4+fu5ACJ4ImuNPAREYelK0n8CxHfAuKhfEDIDEbQtZrtuR6N1fIHAqF0cGC8Hg391gQONqUE7RJjqbSImmxSmvl3SvSSKWdJ9k3NW2y8HOYnv9PwXF3zeSUjNv8c8gNiTmr4TDD2rBrwQS\/5rrO0BEkXTvTHfk0Cg9NXIrV3CZH6gJ3toeQyduhbfzNI7IibvnFBWkHt+b+QVNx9lA2aW0JKmBnVQcjYTcZwLpxHUvpAZhdriXHTyzp3s\/dBOqCIH9umB76DGLtSXMb2mIE7Xi7Z\/176n3ZSTp+ESvDEYGKi0vqaXqLgaGFxHlcQiK0NLLAkdurlsc6oWqb4w5Lx6JGThf7gyxXNsspu6iVqv3tptBS3scLSBs70uheZDlSDXJNw2DSfkE0x9EHaWRNTEPs3Gp+NAtbdLhJ5fpNG+XIMgmFoB2dRx67ugCmkibELWnuiEfan0amFlWt+4JwGaJvYy73kRuHVe1VQPCwkWtCi98rdp75lwi4pjNMoUQcMjFV+xDlGNdAOAGEClB83FGyyZcPDMedIQk5USQ1Bx04cc0BiXDLwDtAZk0lL1C3UQm4MIHfE6ycTBkqFom1mpjEMpPzTzEACf4LxvWpqgSKVgNW0On9uNzyvAkqN7nBaMzE1ZAwOhSz5+rgtLSzoKRd1hULO0Gsc1hs35F51EfQboaWuwBOA2Wk9kpjd61Aetb1qhaTAHu+JBdpwzjFgY8szRrjsCkSMtscmXB\/IKuu+D+aqSTfm4VQXNsUxSbUTWsoc62tHDLgDUF9c+CH2XvkkTMbZ9eJmvobfxSNsHCjo+KobbyH+9HFW0icYyY9wA9z1sVCy+\/P+po9YgOz6DBFbQF1jBGuAXxG+hqtIW1oQYDE0jNzV2VWaSuaOcdj+RLy1IgqMJ0j\/GTwbkOPDzc8T8CC\/24sZYKRolIiuzfO7PfthqfhdOHuvyUOdm0CDxgjahwFP65XLdjd1o2GVcRF7eDKfe0QSoXZRmOEXpMSIaOAfzhICVnLU6zMTrRrW6evhaZkJL\/7yjFHEmDRwlz641c7VJhaoz9bNuWUgmTvMEPyna+Zpvo4+TgA21EmQbni48l5USzmmGtoVulVr4NkD0Cx9ZRRe1epg6W89iXZhcTieVfwXeww3eWWfNe7jCvPa5Jl2ULQN0I4fXAolvSSrGolfYLXdyeOCieO22mlxS\/ZSMZkNvV5zgSbuXbqXgtwirQpVBuu71g1l1HlOkfHpMonrtrAP39owYc4UX\/lfE6phPGtgoEpfxm2LAtgO9LTjUKglunGjOK4gJB7HM+fIu7\/Jo\/O9GjgYvjw95YUuEF\/UoTggL9o3N+V15ihIkvv\/C8piYM827Mn6AF0nZ+nAY9JExBdrniyJfdOGeuDZSrQ7YALO6wUEfQuvu8cn3fDcRThBB6Z52wjproeGmMdhBjbtMhLk68mwrGxwNzTLjmgWu01zjYXQenhJEAyYyAR+e3lLkgQaP0cDA6yYMkQQ6zl8NwUK38+DthXmr\/fwaDNSZHAR\/v0wkFWLc+vkIqcgQ6AABkH8tLFYsvg6PVeO8JjvsrEvHGS+tKMzPNu95K\/PCuqZAs\/qCV8OnHYfT5\/ACsuIYBazBw5K4HpsU9oWrEOcBZIdE+BhG3W94Dh80G8haP9EgMn067TRHW2kksCV10MoLbGfJ+IZ9Rw+reOpNf8QH1+jaIst2FaXReDvbey91eRLIRvj\/StJwDo\/22OHFvR8Bcbz5DygyEhSLnEC\/OVpt4OdPwmVVSShkpb7j4ckKsoh1FidFTMplEFMLdh5aqCGH70oiL91PL6drp57m71hNsOusxy03VCC8x4ZcBiYuH\/WlJgunyWrovMaiF91DIxYJLJ+pPM3gpKL+PC\/PaZIkutDd1dRvDK4wTb2hyuAZ7WR0wt5E7r3otD88fiIJkLcVqQ4evjauy3WR8mKu82dAk3e4YvmFWO+mNl2zGcqQWzEW6k\/7KxLLv8yYrJBL6qeAP0MLLqLnGUOs5xxkaZerxI65risUA0pRYW8CmPJr5A0U7Cel+WP9vgQOQDyOyfnBpVkN9Huo1QcOf3LXn+NCMCcgDxDxZLPL+jJE36lyuWcN3DiowUBSx7KdZomKj\/YSCy3nZ29pemm3xBlxZl8GJYUtYrtce64NQZoJp5JgzdpWVoPdHMkYBYCFmFv0iPpJLLssnXRIho\/oOSjK4i3gsZh7lDs+z54V3PBXH8dk\/aoAk1hSnUhO17l3iOUFKaH8WdMYv6M5wRq38H8oHFXSEXBzeHbx79GskNjSGAVxurMhYEMf\/d5Gvuv3QAICGmQpxKHsaZq7GU90Mg03IIzOVJiHkFI4XRVL6GUS3bSWSnvXisY7et6IHWghKK3nw+KrMzMQx+hvSOWIM50anb6\/+d+SLojPTkdZYvrNU8IQJge43\/9IrWx1XO+Zl2stZF1fQb+NbGfOOtc\/rWc+EVbyV0S\/3zezrINg0BCunscw6HaArHDQLdnxhsyXvB7obRfwNOzb3ynNUTog3YYUgSPbR18pg+AR\/Wway2178GeeHIrwgygzn0U7Uv+drDhAZhEo0Q2hLq4No\/mjdxp4qIR+PEkUTHW+URbxoj9aXt9SwFV1vgw891tUpFVPF41SN7QIQb0hVyNL5Va6X328eYJpq1jsZFIGfs0CrZ9O4n8E8WCmiShj1zZB7CVfnXDRrx1+K8jnJppPRz1EpZJoN2u9ADk0li79tXtkn5EaDCJCs0v4uFJWtei319dfdU\/E9GTtE1xyNy83z0l\/Wevz0x5QwWjjCV2pUTyagchPfFHNSr3bXwLKzAHDOF0W4MsQukTQChf09msK181fYAhocx5OGi\/K3JrwGXfbrBSw7xQo3iBsRcHmwFrJjJlQcTRjsPz2+xgt\/ppRaJVWYcSw5oQb4G9SO8R+\/6IhaLWCxtFietGEjwePXTaqPUBmLUxQDjigrJUkDg8EKkyMb0Av6u5p0j0wf3yyTBMl8RkCUynJL\/+p7uv6mslgvBAcADFBx+9HmHoKWz5IZRUsGLrmGYviSJRjbMB+k5V5VZrx8GMhIdGoyzCyW+MqIibOwk24sFFsscputBVuWU5O\/Wf+gggB4VA5keLyrW1r17a01uaVFnJKN4aBbMSiOcUIWmul0GhC3MAULJ6TV+YcH1ysamZHY4nSQKK4V1mmwvplY\/UnCI11BCJrg0+yDvTKdRtW4rDzOHfc0qP56cNjsxlNVEusRNOOa5FRkPkzo6ZQBoetclDY3\/\/1mnQ2VPT5X7Ib08kfDETtSSfPZpnE3c3RaL8PnktBxV7LiawQcjxrDF2H7HuumxzqiCJloGBHBUt+h6ZmT0fZbW98IgkRiJ2gsheEZVbmMLEHVKYWyaQObTAvPIwMJTDgglc9eA4\/HVSRmyHitE\/4oQbeXjh9uhHpsCXDPyTAQp7hSKL86ZmXw427VZndmxO6SSbLoEhDUALZiQWD5fOiKpzRZ3lgMqlcnD6GyGQilZc0vBL5b3+XK2hI7wtbdXVrBbS\/kqi5HCiilvhEcTNeb2ww86mggw==","iv":"ce157d341af18612b9e6871fa43d2018","s":"f036e452c7df14eb"}