1. Retail Directors Forum Conrad Simpson Interactive Intelligence March 2013

2. 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

3. Tough times all round ?

4. Even Omni-channel basics are not easy…..

5. A personal experience……

6. Don’t build another silo….Connect your customer

7. 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

8. What are we seeing in our engagements • For the established retailer; • Replacing old technology • Addressing PCI compliance for once and for all • Eliminating / reducing the number of vendors and costs • Removing “custom” applications that have become barriers • Reduce in house IT resources in exchange for Cloud based applications • For the emerging retailer; • Avoid building an IT department by buying Cloud only apps • Needed charging flexibility to meet seasonal demand only • Ability to scale quickly as needed • Predictable costs for growth / international expansion

9. IKEA – across EMEA

10. 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 • Multi channel blending, call, email, chat, SMS • Social to follow very soon • Speech / Test to IVR for store ID and delivery estimates • Recording, Customer Sat Surveys, Workforce Management • Outbound • Interaction threads by customer (Tracker) • eFAQ – Knowledgebase Agents and Website • Real-time and Historical reporting

11. Not On The High Street

12. 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 • Multi channel blending, call, email and chat • Social to follow • Recording, Customer Sat Surveys, Workforce Management • Outbound • Speech analytics (to help with home working strategy) • Real-time and Historical reporting

13. Major UK apparel retailer ?

17. 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 self-service experience with live assistance.” Richard Snow, VP & Research Director, Ventana Research

18. Mobile Apps and Customer Service Disconnect

19. Contact Center Extensions Contextual Data

20. 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

21. 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 Auto Insurance File Claim Submit Pictures Provide Updates Health Insurance Membership Info Pre-authorization Provide Updates Trouble Tickets Open Incident Check Status Provide Updates Product Orders Browse Catalog Place Orders Review Orders

22. 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: • business differentiation, • increased customer satisfaction and retention • provide greater efficiencies to service a changing audience with lower operating costs. • Contextual information and seamless links to the contact centre are key

23. Retail Directors Forum Conrad Simpson Interactive Intelligence March 2013