The second annual Multichannel Customer Experience Report, published by Econsultancy in association with Foviance, examines the extent to which organisations are committed to delivering an integrated customer experience.

1. Multichannel Customer
Linus Gregoriadis Experience Report 2011
Research Director, Econsultancy
@linusgreg
linus.gregoriadis@econsultancy.com
In association with Foviance
http://econsultancy.com/reports/multichannel-customer-experience-report

2. Please note:
Sample presentation only. Please
download the full version from:
http://econsultancy.com/reports/multichannel-
customer-experience-report

3. Methodology
• Online survey, conducted June / July 2011
• Over 650 respondents:
- 57% client-side organisations
- 43% agency / supply-side respondents
• Majority of respondents UK-based (68%)
• Biggest sectors: Retail, financial services, telecoms, travel
• In parallel with our survey of businesses, we also carried out five sector-
specific consumer surveys about customer experience (available as a
separate document):
- Retail
- Travel
- Banking
- Mobile phone providers
- Gaming / gambling
| 3 | Multichannel Customer Experience Report 2011

4. Foviance Customer Experience Maturity Model
- Systems and processes
- Leadership and culture
- Alignment with brand
- Customer touch points
- Customer insight
| 4 | Multichannel Customer Experience Report 2011

5. Customer touch points:
How integrated are customer touch points across different channels?
Cluttered
Considered
Capable
Cultural
Companies response: 274
Agencies response: 182
| 5 | Multichannel Customer Experience Report 2011

6. Key organisational attributes

7. Most important attributes for customer experience
What are the most important attributes within an organisation when delivering a
positive customer experience?
Response: 332
| 7 | Multichannel Customer Experience Report 2011

8. Please note:
Sample presentation only. Please
download the full version from:
http://econsultancy.com/reports/multichannel-
customer-experience-report