Our ‘Channel Investment and Integration’ Whitepaper shows the highest priority channels for businesses. http://bit.ly/Unu1cX

1. Channel
Investment
And
Integra1on
A slideshare by Tealeaf, an IBM Company
based on findings from Econsultancy’s 2012
Reducing Customer Struggle Survey

2. INTRODUCTION
Business-­‐consumer
rela/onships
are
becoming
digital.
And
businesses
have
to
work
hard
to
ensure
online
and
mobile
experiences
meet
high
consumer
expecta1ons.
2 © 2012 IBM Corporation

4. How
is
the
shi@
in
customer
channel
usage
impac1ng
investment?
Companies
are
upping
digital
investment.
Only a minority (29%)
plan to invest more in call centers,
but 78% state online experience
issues are highlighted via this channel
© 2012 IBM Corporation

5. 77%
of companies plan to
increase investment
in mobile
5 © 2012 IBM Corporation

7. How
is
the
shi@
in
customer
channel
usage
impac1ng
investment?
56% The quality of customer
experience in call centers
dropped between 2011 and
49% 2012 from 56% to 49%
The quality of customer experience for mobile has improved
significantly (from 9% to 18% between 2011 and 2012)
9% 18%
7 © 2012 IBM Corporation

8. 6%
Only
of companies describe
their multichannel
experience as excellent
8 © 2012 IBM Corporation

9. Is
consistency
of
experience
being
factored
in?
61%
There
is
a
lack
of
integra1on
between
channels.
of businesses
Only
4%
rate
their
overall
have no real offline
online
customer
experience
visibility of how
as
excellent;
this
drops
to
individual
customers engage
just
3%
for
mobile.
with their website
9 © 2012 IBM Corporation

11. How
well
do
companies
understand
the
online
customer
experience?
Less
than
a
third
of
companies
have
regular
communica/on
between
their
online
team
and
call
center.
58%
are not measuring the resolution
of issues surrounding poor online
customer experience
The
amount
of
companies
with
no
communica1on
between
their
online
team
and
call
center
doubled
in
the
past
year.
11 © 2012 IBM Corporation

12. 3
1ps
for
providing
an
impressive
mul1channel
experience:
Provide
a
seamless
1 customer
experience
2 Gain
visibility
across
all
consumer
touch
points
3 Spread
your
investment
wisely
12
© 2012 IBM Corporation

13. About
Tealeaf,
an
IBM
company
Tealeaf,
an
IBM
Company,
is
a
leading
provider
of
digital
customer
experience
management
and
customer
behavior
analysis
solu/ons.
Tealeaf
solu/ons
enable
companies
to
be[er
understand
the
“why”
of
a
customer’s
online
and
mobile
interac/ons
to
enhance
the
customer
experience.
The
acquisi/on
of
Tealeaf
extends
IBM’s
exis/ng
quan/ta/ve
web
and
digital
analy/c
capabili/es
in
Coremetrics
and
Unica
solu/ons
with
qualita/ve
analy/cs
capabili/es
to
record,
replay
and
analyze
a
customer’s
digital
interac/ons.
Tealeaf
was
acquired
by
IBM
in
June
2012.
For
more
informa/on,
please
visit
www.tealeaf.com.
13 © 2012 IBM Corporation

14. About
Econsultancy
Econsultancy
is
a
global
independent
community-­‐based
publisher,
focused
on
best
prac/ce
digital
marke/ng
and
e-­‐commerce,
and
used
by
over
400,000
internet
professionals
every
month.
Our
hub
has
120,000+
members
worldwide
from
clients,
agencies
and
suppliers
alike
with
over
90%
member
reten/on
rate.
We
help
our
members
build
their
internal
capabili/es
via
a
combina/on
of
research
reports
and
how-­‐to
guides,
training
and
development,
consultancy,
face-­‐to-­‐
face
conferences,
forums
and
professional
networking.
14
© 2012 IBM Corporation

15. 15 © 2012 IBM Corporation