Omni-channel: Hype or reality?
Learn how to provide a consistent
customer experience across all your
channels

Kate Legget...
Customers want to engage with companies on their
terms, when they want, and where they want
2

© 2012 Forrester Research, ...
Fifty-two percent of consumers agree: “I am very
likely to abandon my online purchase if I cannot find
a quick answer to m...
Seventy-one percent of consumers agree: “Valuing my
time is the most important thing a company can do to
provide me with g...
Customer effort is a key component of Forrester’s
customer experience index

5

© 2012 Forrester Research, Inc. Reproducti...
Few companies deliver an outstanding experience

61%
Source: January 15, 2013, “The Customer Experience Index, 2013” Forre...
Consumers want to use a range of communication channels

7

© 2012 Forrester Research, Inc. Reproduction Prohibited
Many companies have invested in a broad array of
communication channels for cost containment reasons

Source: December 18,...
But not all channels are equally effortless, and this
impacts satisfaction ratings

9

© 2012 Forrester Research, Inc. Rep...
Customers Complain About Poor Service

10

© 2012 Forrester Research, Inc. Reproduction Prohibited

February 2013 “Navigat...
And social technologies amplify negative opinions about
your brand

11

© 2012 Forrester Research, Inc. Reproduction Prohi...
Take a step back and think about the journey that
customers expect to have with a company

12

© 2012 Forrester Research, ...
Most of the time this journey is fractured.

13

© 2012 Forrester Research, Inc. Reproduction Prohibited

www..com
Your customers switch to more expensive channels when
online interactions lets them down

14

© 2012 Forrester Research, I...
ROI Models Show That Lost Revenue After Failed Website
Visits Adds Up Quickly

© 2012 Forrester Research, Inc. Reproductio...
Most companies are a mess of disconnected technology

16

© 2012 Forrester Research, Inc. Reproduction Prohibited

www.ast...
Companies are not investing in shoring up the foundations of
good interactions

40%

Support for home workers
Computer tel...
Agents don't have access to the right information at the right
time

18

© 2012 Forrester Research, Inc. Reproduction Proh...
The volume of social inquiries and comments overwhelm
companies

19

© 2012 Forrester Research, Inc. Reproduction Prohibit...
Companies offer more customer touchpoints than ever
before

20

© 2012 Forrester Research, Inc. Reproduction Prohibited
Start by asking yourself who are your customers?

What are their
personas?

What do they want from
you?
How do they want t...
What are your customer’s journey?

22

© 2012 Forrester Research, Inc. Reproduction Prohibited
Look at reducing the effort in helping customers
achieve their goals

23

© 2012 Forrester Research, Inc. Reproduction Pro...
Focus on people, process and technology to move
the needle on multichannel customer service
experiences

24

© 2012 Forres...
We Know Customer Experience

Improving the customer experience for over 23
years.

25

© 2012 Forrester Research, Inc. Rep...
The Hurdle to Omni-Channel

Siloed systems and processes lead to a
fragmented customer journey

On the Web

At the Store

...
Migrating to Omni-Channel

By improving the customer experience at every
touch point

On the Web

At the Store

At the Con...
Jacada Multi-Touchpoint Solutions
Avoid Calls, Reduce Average Handle and Training Time, Improve the
Customer Experience
Un...
Thank you

Kate Leggett

Steve Herlocher

+1 (650) 269-8658
Twitter: @kateleggett
Blog:http://blogs.forrester.com/ kate_le...
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Omni-Channel – hype or reality?

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Learn how to provide a consistent customer experience across all your channels.
Providing a seamless, effortless approach to the consumer experience is becoming a necessity. Today’s customer may start an interaction with your company on the web, continue on the mobile and finish on the voice channel. In fact, they may desire to use multiple channels at the same time. Every one of those touch points presents a “moment of truth” where you can win or lose your customer.

Join Jacada for this webinar as Kate Leggett of Forrester Research explores the growing trend of customers demanding access to your organization in an effortless way via multiple touch points, and also takes a look at the cost of not delivering an Omni-channel experience. Backed by informative research and interesting statistics, participants will learn about the latest trends in this exciting space.

To learn more, visit our website -
http://www.jacada.com/?pk_campaign=Content_Gen&pk_kwd=slideshare

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Omni-Channel – hype or reality?

  1. 1. Omni-channel: Hype or reality? Learn how to provide a consistent customer experience across all your channels Kate Leggett, Principal Analyst Forrester Research 1 © 2009 Forrester Research, Inc. Reproduction Prohibited 2012
  2. 2. Customers want to engage with companies on their terms, when they want, and where they want 2 © 2012 Forrester Research, Inc. Reproduction Prohibited
  3. 3. Fifty-two percent of consumers agree: “I am very likely to abandon my online purchase if I cannot find a quick answer to my questions” Source: North American Technographics® Customer Experience Online Survey, Q4 2012(US) 3 © 2012 Forrester Research, Inc. Reproduction Prohibited
  4. 4. Seventy-one percent of consumers agree: “Valuing my time is the most important thing a company can do to provide me with good customer service” Source: North American Technographics® Customer Experience Online Survey, Q4 2012(US) 4 © 2012 Forrester Research, Inc. Reproduction Prohibited
  5. 5. Customer effort is a key component of Forrester’s customer experience index 5 © 2012 Forrester Research, Inc. Reproduction Prohibited
  6. 6. Few companies deliver an outstanding experience 61% Source: January 15, 2013, “The Customer Experience Index, 2013” Forrester report 6 © 2012 Forrester Research, Inc. Reproduction Prohibited © 2013 Forrester Research, Inc. Reproduction Prohibited 6
  7. 7. Consumers want to use a range of communication channels 7 © 2012 Forrester Research, Inc. Reproduction Prohibited
  8. 8. Many companies have invested in a broad array of communication channels for cost containment reasons Source: December 18, 2009, “It’s Time To Give Virtual Agents Another Look” Forrester report 8 © 2012 Forrester Research, Inc. Reproduction Prohibited
  9. 9. But not all channels are equally effortless, and this impacts satisfaction ratings 9 © 2012 Forrester Research, Inc. Reproduction Prohibited
  10. 10. Customers Complain About Poor Service 10 © 2012 Forrester Research, Inc. Reproduction Prohibited February 2013 “Navigate The Future Of Customer Service”
  11. 11. And social technologies amplify negative opinions about your brand 11 © 2012 Forrester Research, Inc. Reproduction Prohibited
  12. 12. Take a step back and think about the journey that customers expect to have with a company 12 © 2012 Forrester Research, Inc. Reproduction Prohibited
  13. 13. Most of the time this journey is fractured. 13 © 2012 Forrester Research, Inc. Reproduction Prohibited www..com
  14. 14. Your customers switch to more expensive channels when online interactions lets them down 14 © 2012 Forrester Research, Inc. Reproduction Prohibited
  15. 15. ROI Models Show That Lost Revenue After Failed Website Visits Adds Up Quickly © 2012 Forrester Research, Inc. Reproduction Support 15August 2012 “Websites That Don’tProhibited Customers Waste Millions”
  16. 16. Most companies are a mess of disconnected technology 16 © 2012 Forrester Research, Inc. Reproduction Prohibited www.astutesolutions.com
  17. 17. Companies are not investing in shoring up the foundations of good interactions 40% Support for home workers Computer telephony integration (CTI) 36% Workforce optimization 35% Multichannel integration (such as web, email, text, video,… 35% 31% Upgrade interactive voice response (IVR) Proactive outbound notification (SMS, email, voice, social… 29% Social media support 28% Upgrade the contact center to VoIP 28% UC integration for presence and access to others (e.g.,… 27% 17% Add speech-recognition applications to IVR 15% Contact center managed services 12% Multimodal support such as mobile SMS and video 10% None of the above Don't know Other 17 3% 2% Source: Forrsights Networks And Telecommunications Survey, Q1 2012 © 2012 Forrester Research, Inc. Reproduction Prohibited Base: 346 North American and European Network and Telecommunication Decision-makers
  18. 18. Agents don't have access to the right information at the right time 18 © 2012 Forrester Research, Inc. Reproduction Prohibited
  19. 19. The volume of social inquiries and comments overwhelm companies 19 © 2012 Forrester Research, Inc. Reproduction Prohibited
  20. 20. Companies offer more customer touchpoints than ever before 20 © 2012 Forrester Research, Inc. Reproduction Prohibited
  21. 21. Start by asking yourself who are your customers? What are their personas? What do they want from you? How do they want to interact with you? 21 © 2012 Forrester Research, Inc. Reproduction Prohibited
  22. 22. What are your customer’s journey? 22 © 2012 Forrester Research, Inc. Reproduction Prohibited
  23. 23. Look at reducing the effort in helping customers achieve their goals 23 © 2012 Forrester Research, Inc. Reproduction Prohibited
  24. 24. Focus on people, process and technology to move the needle on multichannel customer service experiences 24 © 2012 Forrester Research, Inc. Reproduction Prohibited
  25. 25. We Know Customer Experience Improving the customer experience for over 23 years. 25 © 2012 Forrester Research, Inc. Reproduction Prohibited
  26. 26. The Hurdle to Omni-Channel Siloed systems and processes lead to a fragmented customer journey On the Web At the Store At the Contact Center Via Voice Your Customers 26 © 2012 Forrester Research, Inc. Reproduction Prohibited Your Organization
  27. 27. Migrating to Omni-Channel By improving the customer experience at every touch point On the Web At the Store At the Contact Center Via Voice Your Customers Your Organization with Consistency & Continuity 27 © 2012 Forrester Research, Inc. Reproduction Prohibited
  28. 28. Jacada Multi-Touchpoint Solutions Avoid Calls, Reduce Average Handle and Training Time, Improve the Customer Experience Unified Desktop Process Guidance Scripting Visual IVR Web & Mobile self service At the Store On the Web Via Voice At the Contact Center Your Customers Your Organization Interaction Platform (Workflow, Next Best Action, Content) Integration Platform (Web/Windows/Legacy) with Consistency & Continuity 28 © 2012 Forrester Research, Inc. Reproduction Prohibited
  29. 29. Thank you Kate Leggett Steve Herlocher +1 (650) 269-8658 Twitter: @kateleggett Blog:http://blogs.forrester.com/ kate_leggett kleggett@forrester.com www.forrester.com +1 (770) 776-2218 sherlocher@jacada.com www.jacada.com © 2009 Forrester Research, Inc. Reproduction Prohibited

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