74% of UKconsumershas reservedonline beforecollectingfrom store
80% ofconsumersexpect to beable to returnto store whenthey havebought online
has used their mobileto purchasesomething
has used their mobileto find their neareststore
has used their mobileto compare pricesand product reviewsin store
US 68% UK 73% GERMANY 53% FRANCE 55%consumers prefer tobuy from sellerswhose products areavailable throughmultiple channels!
800 Million+700k new users everyday
10 Million+In two weeks !
Of the world’s 4billion mobile phonesOver 1 billion aresmartphones
By 2014,mobile internetshould take overdesktop internetusage
85% of children owna phone while only73% own a book athome
48% of people check/update facebookand/or twitter after they go to bed55% of people over 25 have to checkin on facebook at least once a day61% of people under 25 have to checkin on facebook at least once a day
The next generationof your customersare natives in themultichannel universe
22% of people under 25 can be interrupted by an electronic message during a meeting49% of people under 25 can be interrupted by an electronic message during a meal24% of people under 25 can be interrupted by an electronic message while in the bathroom 11% of people under 25 can be interrupted by an electronic message during sex
New demands from IT include:Improved torelevant and customer changeCapability reaction time toaccurate dataConsistent, effectively manage customerUnderstanding of customer behaviourexperience acrossacross channels channels
‘Old-fashioned’ A centralised view of key 1 ERP, CRM, PIM systems data is basis for likely to be less capable multichannel experience Capture and process Realisation of central transactional data in the (multichannel) data hub same place will be key going forwardDistribute across all channels Aggregate data from existing from a single place sources and enhance for multichannel use THE SINGLE VIEW