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.