Retail Directors Forum
Conrad Simpson
Interactive Intelligence
March 2013
Agenda
• Omni Channel – what EXACTLY does that mean
• What we’re hearing from customers
• Our customers stories, IKEA and notonthehighstreet.com
• What are the analysts saying about retail and technology
• Example of InIn in Omni Channel….Mobile
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Tough times all round ?
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Even Omni-channel basics are not easy…..
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A personal experience……
Slide 5
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Don’t build another silo….Connect your customer
Slide 6
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Omni channel is the HOT TOPIC
• IT IS NOT multi-channel shopping (i.e. silo’s)
• IT IS a multi channel experience ( i.e. integrated )
• Web, Store, Mobile, et al
• Consistency
• Convenience
• Personalised Experience
• Mobile Payments / Coupons
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What are we seeing in our engagements
• For the established retailer;
o Replacing
old technology
o Addressing PCI compliance for once and for all
o Eliminating / reducing the number of vendors and costs
o Removing “custom” applications that have become barriers
o Reduce in house IT resources in exchange for Cloud based
applications
• For the emerging retailer;
o Avoid
building an IT department by buying Cloud only apps
o Needed charging flexibility to meet seasonal demand only
o Ability to scale quickly as needed
o Predictable costs for growth / international expansion
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IKEA – across EMEA
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Case study – IKEA UK
• Live on ININ 6th March
• Refreshed end of life platforms from several vendors
• Consolidated separate platforms down to one
• Direct relationship, no intermediaries
o Multi
channel blending, call, email, chat, SMS
 Social to follow very soon
o Speech
/ Test to IVR for store ID and delivery estimates
o Recording, Customer Sat Surveys, Workforce Management
o Outbound
o Interaction threads by customer (Tracker)
o eFAQ – Knowledgebase Agents and Website
o Real-time and Historical reporting
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Not On The High Street
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Case Study - Not on the High Street
• CaaS Customer – Expected live in June
• Manage costs by taking Cloud applications where
possible
• Realise a home working strategy and its space benefits
• One stop shop for “Contact Centre”
• Ready to scale locally / overseas as needed
o Multi
channel blending, call, email and chat
 Social to follow
o Recording,
Customer Sat Surveys, Workforce Management
o Outbound
o Speech
analytics (to help with home working strategy)
o Real-time and Historical reporting
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©2013 Interactive Intelligence Group Inc.
Major UK apparel retailer
?
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©2013 Interactive Intelligence Group Inc.
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©2013 Interactive Intelligence Group Inc.
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©2013 Interactive Intelligence Group Inc.
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Mobile Apps and Customer Service Disconnect
“Driven by the opportunity to lower costs
and expand customer choice, an increasing
number of companies are offering self-service
applications via mobile devices. However, we
estimate that nearly two-thirds of customers
engaging in self-service end up requiring
interaction with a contact center agent. As a
result, successful mobile customer service
solutions must seamlessly link the selfservice experience with live assistance.”
Richard Snow, VP & Research Director,
Ventana Research
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Mobile Apps and Customer Service Disconnect
Slide 18
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Contact Center Extensions
Contextual
Data
Slide 19
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Using the App - Service request from a mobile user
Contextual
Data
Screen Pop
Customer Service Queue
Contextual Data:
•
•
•
•
•
•
•
Name
Device
OS
Location (GPS)
Issue
App Usage
…
Contextual
Data
Slide 20
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Using the App - Interaction Mobilizer™
• End-users interact with an Interaction Mobilizer™ app to…
•
Enter service request
See open orders
Review trouble tickets
Browse catalog options
Select hotel room
Place orders
…
•
Interact with the contact center
•
•
•
•
•
•
Product Orders
Browse Catalog
Place Orders
Review Orders
Trouble Tickets
Open Incident
Check Status
Provide Updates
Slide 21
Auto Insurance
File Claim
Submit Pictures
Provide Updates
Health Insurance
Membership Info
Pre-authorization
Provide Updates
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©2012 Interactive Intelligence Group Inc.
In Summary – NO MORE SILO’s
• In an increasingly cluttered market place, companies who
provide their customers with mobile customer care have a
real chance to separate themselves
• Business needs to realise that the mobile environment is
not a distant eventuality, but is already here!
• Implementing a mobile customer care strategy will provide:
o business
differentiation,
o increased customer satisfaction and retention
o provide greater efficiencies to service a changing audience
with lower operating costs.
• Contextual information and seamless links to the contact
centre are key
Slide 22
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©2012 Interactive Intelligence Group Inc.
Retail Directors Forum
Conrad Simpson
Interactive Intelligence
March 2013