Page 5 - Optus Future of Business Report 2013
Basic HTML Version
4
ORGANISATION
MOBILe
ONLINe
CONTACT CeNTReS
SOCIAL MedIA
BRICkS ANd MORTAR
NOw
61%
3–5 yRS
12%
while most organisations have
a multi-channel presence, the
majority are still developing
and integrating their channels
ORGANISATIONS wITh FuLLy deveLOPed
ANd OPeRATIONAL dIGITAL ChANNeLS
(%)
MOST CITed ReASON FOR NOT INTeGRATING
TRAdITIONAL ANd dIGITAL ChANNeLS
(%)
ORGANISATIONS wITh FuLLy INTeGRATed
ChANNeLS TO PROvIde CONSISTeNT
CuSTOMeR exPeRIeNCe
NOw (%)
3–5 yRS (%)
digital channels will assume
greater importance in how
organisations engage with
their customers
MOST IMPORTANT ChANNeLS FOR:
3–5 yRS (%)
MOBILe IS AMONG TOP ThRee MOST IMPORTANT
ChANNeLS FOR:
3–5 yRS (%)
MOBILe SeRvICeS uSed TO eNGAGe CuSTOMeRS
NOw (%)
3–5 yRS (%)
Organisations are embracing
the multi-channel world,
with strong growth in
digital channels
ChANNeLS uSed TO eNGAGe CuSTOMeRS
NOw (%)
3–5 yRS (%)
TOP ThRee PRIORITIeS FOR INveSTMeNT
3–5 yRS (%)
IMPROvING CuSTOMeR exPeRIeNCe IS ONe
OF The TOP ThRee ReASONS FOR uSING
dIGITAL ChANNeLS
(%)
cUSTomeR
eXpeRIeNce
40%
+
69%
87%
70%
33%
14%
37%
9%
oNlINe
SocIal
meDIa
mobIle
oNlINe
SocIal
meDIa
mobIle
39%
34%
25%
25%
maRkeTING
pRoDUcTS/
SeRvIceS
SellING
pRoDUcTS/
SeRvIceS
DelIveRING
a pRoDUcT
oR SeRvIce
pRovIDING
cUSTomeR caRe
aND SUppoRT
pRovIDING
cUSTomeR caRe
aND SUppoRT
TeChNOLOGy
INTeGRATION
51
COST
37
PROCeSS
ANdPOLICy
36
STAFF
INveSTMeNT
OR TRAINING
33
MARkeTING
SeLLING
deLIveRING
PROduCTS
ANd SeRvICeS
FuLLy INTeGRATedChANNeLS
oNlINe
bRIckS
aND
moRTaR
SocIal
meDIa
coNTacT
ceNTReS
96%
91%
77%
73%
86%
62%
66%
56%
mobIle
82%
46%
40
71
MOBILe
APPS
12
45
MOBILe
PAyMeNTS
47
73
MOBILe
weBSITe
28
21
17
The evolving multi-channel
organisation
Who is driving the
Our channels aren’t
fully integrated, but
we’ll get there in
the future.
Improving customer
experience is a key
driver for offering
digital channels.
Customers
expect us to
offer a mobile
channel.
Traditional channels
are important
for customer
satisfaction.
Social media can
help me build my
brand and appear
innovative.
The contact centre is
the most important
customer care and
support channel.
Customers want
ease, convenience
and consistency.
