Page 8 - Optus Future of Business Report 2013

7
Bricks and Mortar Social Media Technology Adoption Contact Centres
Organisations are eager to use social
media to engage customers.
Eighty-six percent expect to use social
media in three to five years, up from
62% today.
The current base of consumers
who use social media to interact
with organisations is low.
However, nearly six out of ten
consumers who used social media
say they are somewhat satisfied
with the channel.
Consumers see a strong need for
contact centres for the foreseeable
future. Fifty-four percent of consumers
rank contact centres as their top pick
for customer care and support in the
next three to five years.
Businesses are convinced of
the channel benefits. Six out
of ten businesses list ease and
convenience for customers as a
benefit, followed by responding
quickly to customers (50%).
Consumers like the simplicity.
Talking to a real person and simplicity
are driving factors for 37% of
consumers using contact centres,
while a quarter value greater.
Businesses expect the over-the-
counter experience to figure
strongly in their plans.
Fifty-six percent of organisations
say that bricks and mortar is a
priority of investment over the
next three to five years.
However, businesses expect bricks
and mortar contribution to key
functions will decline in the future.
Businesses expect the contribution of
bricks and mortar to fall for marketing
products and services (9 percentage
points), sales (8 percentage points),
and customer care and support (6
percentage points decline).
Consumers value face-to-face
contact with businesses.
Talking to a person is important for
66% of consumers, while 44% say
they get better customer service.
Organisations expect the NBN
to accelerate their investment in
applications over the next three to
five years. Fifty-nine percent expect to
invest in video conferencing while 52%
expect to invest in cloud applications
as a result of the NBN.
The use of cloud computing is set
to rise as organisations embrace
more flexible IT models. In three to
five years, 48% expect to adopt hybrid
cloud, while 41% plan to use private
on-premise cloud solutions.
25%
NOW
62%
86%
3–5 YRS
59% 52%3–5 yRS
48%
41%
ON-PREMISE
video
conferencing
cloud
apps
HYBRID
66%
44%
54%
37%