#ashortCXstory

Is about giving customers the ability to enjoy the same high quality brand experience across every possible connection channel

Unlike multi-channel, there isn’t a different strategy for each channel, all communication is consistent across all channels

Omnichannel

Changing face of the customer

Economic climate Mobile connected customers Social media Informed customers - Showrooming Expectations

1st contact resolution Integrated service channels

Changing face of the customer

Information Information availability Information privacy Information quality

Lack of agent knowledge Being transferred multiple times Having to repeat information Lack of interaction history

Customer Frustrations

Local knowledge

Channel preference 62% voice 18% email 10% other

Local knowledge

Internet use 13.6m internet users Transact commercially 2012 - 3.9m Digital participation curve - 5 years

Local knowledge

Social network use 5.5m Twitter - 54m tweets/month 9.4m Facebook 2.7m LinkedIn

Local knowledgeSmartphones 14.7m 5.6m BB 1.1m iPhones 1.4m Tablets

Mobility study Voice 65% (56% 19-24)down from 73% SMS 13% Data 16% (24% 19-24)up from 12% Mobile Banking Apps 13% up from 1% Cellphone Banking 37% up from 28%

Technology choices

Options? Integrate or replace existing All from one vendor Cloud Listening and engagement Platforms

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