Page 2 - Optus Future of Business Report 2013

In addition, Stancombe surveyed 2,177 consumers aged
18 plus about their current and future expectations
of interactingwith organisations via traditional and
digital channels to compare with business responses.
Consumers were asked about their interactionwith an
organisation in a particular industry within the last three
months, as well as preferences and expectations for the
next three to five years.
The results weighted the business sample on company
size to bring it in line with natural market incidence while
consumer datawas weighted by age and gender tomake
it representative of the Australian population.
Survey respondents were not told that Optus was
conducting the research.
The Future of Business Report also contains case studies
conducted by IDC, a leading provider of global ICT
research and advice. IDC asked chief information officers
(CIOs) at some of Australia’s leading organisations,
including AustralianNational University, howdigital
technologies are transforming their operations.
in-depth qualitative
interviews
10
with
decision
makers in
a range of
industries
2177consumers
18+
aged
ten industries and
government sector
10
100+
employees
550
customer experience, marketing
and information technology decision
makers from organisations
Business
Enterprise
(100+)
IT MALE Government MARKETING FEMALE Total CX Total
550
LINE OF BUSINESS SAMPLE CONSUMER SAMPLE
550 113 201 1194 110 236 983 440
Total
2177
Business and government sample
1
Channel Definition
DIGITAL TRADITIONAL
Online
Organisation’s website
Social media
Organisation’s Facebook,
Twitter, LinkedIn, YouTube,
Pinterest presence
Mobile
Organisation’s mobile
website, mobile apps
Bricks and Mortar
Physical store/branch
contact Centre
Telephone/email contact