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Omnichannel &
Omnichoices
Presented by an
Unreasonable Man
Trevor Geraghty
Difference Corporation
Omnichannel = OMNICHOICES
We want it all and we want it now
“The reasonable man adapts himself to the world: the
unreasonable one persists in trying to adapt the world
to himself. Therefore all progress depends on the
unreasonable man.”
George Bernard Shaw
Omnichannel = OMNICHOICES
What does Omnichannel look like for your organization?
Channels Channels
CustomersCustomers
Offices Everywhere
Everybody wants always on 24/7 availability with the ability to communicate in their channel of
choice which will change according to their mood, reason for contact and physical location
B2C and B2B behaviour is morphing
We want convenience, frictionless interaction no boundaries to
get the information or products we require
▪ We need smart people with the tools to service that demand
▪ Every year we learn new methods of communication/interaction
Social
▪ Facebook founded 2004 1.86 billion users
▪ Twitter founded users 2006 313 million users
Voice
▪ Vodafone founded 1989 employees 107,000 users 444 million
▪ Whatsapp founded 2009 employees 55 , 1.2 billion users
▪ We chat founded 2011, 846 million users
What does that mean?
Omni Channel deployment can happen very quickly
▪ Election campaigns recently have demonstrated the devastating power of Omnichannel
communication when effectively deployed
▪ There is a whole new dynamic to Omnichannel it is 2 way and 1 to many so the concept of
controlling the message is history
1. Get on all channels and listen
Your customers will use or attempt to use all channels to
communicate with you or about you
2. Educate and open conversations at every interaction
point
7 Commandments of Omnichannel
3. Expect change based on moods, news , trends and
engage with new channel modes
4. Be aware of your clients physical location it will affect their
channel choice
5. Automate everything that can be automated so that
highly motivated well trained and well resourced contact
centre personnel can deal with high value and complexity
7 Commandments of Omnichannel continued
6. Be your own unreasonable customer
Today before you sleep call , email, chat, text , tweet,
Linkedin , visit your business or organisation.
7. What was the experience like ?
If you didn't like it or couldn't engage across all of the
channels why ?
7 Commandments of Omnichannel continued
Be unreasonable
Find yourself an unreasonable partner
Find an Omnichannel technology partner that "gets it" be unreasonable
If you can't interact with them in an Omnichannel way they don't get it so tell them that’s what friends do and if they don't change quickly enough you must .
Trevor Geraghty, Difference Corporation
Twitter differencetele
Mobile 07968 592 252
Thank you and
unreasonable questions
are welcome
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