STATUS OF CHANNEL INTEGRATION ACTIVITIES CHANNEL INTEGRATION BARRIERS Organisaons have commenced the journey to channel integraon by understanding their customers and evaluang the potenal impacts on channel integraon including technology, culture and data. Organisaons are focusing on opmising exisng channels, technology and data analycs capability before progressing further with integraon. BUSINESS EFFICIENCY CUSTOMER EXPERIENCE KEY DRIVERS CHANNEL STRATEGY PRIORITIES Channel integraon must deliver to business eﬃciency and customer experiences that are personalised, responsive and opmised to the device. Fiﬅh Quadrant's 2015 Omni-Channel Experience Strategy Insights Report is now available. www.ﬁﬅhquadrant.com.au Proudly supported by: www.genesys.com OMNI-CHANNEL EXPERIENCE STRATEGY INSIGHTS 2015 OF ORGANISATIONS SAY CHANNEL INTEGRATION IS IMPORTANT 74% Technology budgets will increase, with organisaons invesng in CRM, data & analycs and call centre technologies to enable the expected increase in channel deployment, integraon and focus on opmisaon and analycs. TECHNOLOGY PLATFORM INVESTMENT 89% 36% INCREASE IN BUDGET CRM CALL CENTRE DATA & ANALYTICS 44% 39% 25% RESOURCES TECHNOLOGY DATA/INSIGHT 63% 71% 57% CUSTOMER JOURNEY MAP 69% EVALUATE TECHNOLOGY 70% EVALUATE DATA 62% IDENTIFY CULTURE BARRIERS 60% BUSINESS CASE 58% 85% There is a trend towards consolidang mulple, disparate systems into a single plaorm. SHIFT IN THE NEXT 12 MONTHS DISPARATE SYSTEMS SINGLE PLATFORM 72% 48% Mobile, online and voice are the three priority channels for growth, investment and channel integraon 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 INVESTMENT INTRODUCE CHANNEL WILL INTEGRATE 71% OPTIMISATION ANALYTICS ORGANISATIONAL INTEGRATION 69% 67% 60% 39% Organisaons that are increasing budget and are strong CX performers are invesng in analycs.

OMNI-CHANNEL EXPERIENCE STRATEGY … OF CHANNEL INTEGRATION ACTIVITIES CHANNEL INTEGRATION BARRIERS Organisations have commenced the journey to channel integration by understanding

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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