omni-channel experience strategy … of channel integration activities channel integration barriers...
TRANSCRIPT
STATUS OF CHANNEL INTEGRATION ACTIVITIES
CHANNEL INTEGRATION BARRIERS
Organisations have commenced the journey to channel integration byunderstanding their customers and evaluating the potential impacts
on channel integration including technology, culture and data.
Organisations are focusing on optimising existing channels, technology and data analytics capability before progressing further with integration.
BUSINESS EFFICIENCY CUSTOMER EXPERIENCE
KEY DRIVERS
CHANNEL STRATEGY PRIORITIES
Channel integration must deliver to business efficiencyand customer experiences that are personalised, responsive and optimised to the device.
Fifth Quadrant's 2015 Omni-Channel Experience Strategy Insights Report is now available.
www.fifthquadrant.com.au
Proudly supported by:www.genesys.com
OMNI-CHANNEL EXPERIENCESTRATEGY INSIGHTS 2015
OF ORGANISATIONS SAY CHANNEL INTEGRATION IS IMPORTANT
74%
Technology budgets will increase, with organisations investing in CRM, data & analytics and call centre technologies to enable the expected increase in channel deployment, integration and focus on optimisation and analytics.
TECHNOLOGY PLATFORM INVESTMENT
89%
36%INCREASEIN BUDGET
CRM CALL CENTREDATA &ANALYTICS
44% 39% 25%
RESOURCES TECHNOLOGY DATA/INSIGHT
63%71% 57%
CUSTOMERJOURNEY MAP
69%
EVALUATETECHNOLOGY
70%
EVALUATEDATA
62%
IDENTIFY CULTURE BARRIERS
60%
BUSINESSCASE
58%
85%
There is a trend towards consolidating multiple, disparate systems into a single platform.
SHIFT IN THE NEXT 12 MONTHSDISPARATESYSTEMS
SINGLEPLATFORM
72% 48%
Mobile, online and voice are the three priority channels for growth, investment and channel integration in the next 12 months.
MOBILE VOICE
26% INTRODUCE CHANNEL
INCREASE INVESTMENT
WILL INTEGRATE
62%
57%
34%
57%
54%
INTRODUCE CHANNEL
INCREASE INVESTMENT
WILL INTEGRATE
ONLINE
83%52% INCREASE INVESTMENTINTRODUCE CHANNEL
WILL INTEGRATE
71%
OPTIMISATION ANALYTICS ORGANISATIONAL INTEGRATION
69% 67% 60% 39%
Organisations that are increasing budget and are strong CX performers
are investing in analytics.