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5 Steps for an Effective Omnichannel Strategy

Companies that succeed in making the customer experience consistent and frictionless across devices

with an omnichannel offering enjoy greater customer engagement and loyalty.

Buyers with

omnichannel options

are more likely to

complete purchases

Customers are more

delighted by and more

loyal to companies that

offer a great user

experience

Ability to track

across devices

gives companies

360 degree insight

into buying patterns

Develop a business case by exploring new and

existing channels. Perform a channel

assessment and future-view journey mapping to

identify where current channels fall short and

discover new functions that would add value.

With the customer in focus, envision the

seamless channel experience. Consider

intersection points with partners, employees,

and vendors to determine the API ecosystem

required to facilitate a connected experience.

Build your channels (with flexibility in mind)

according to what you have envisioned.

Rationalize your application portfolio to

determine which are worth aligning to your

omnichannel strategy and which are not.

Sustain channels by continuously optimizing.

Monitor online and offline channel alignment.

Use data to personalize cross-channel

experiences. Add features to capitalize on unique

channel characteristics (mobile vs. website).

Evolve with changing customer needs by

exploring unused or emerging channels that

can expand business. Think about new ways to

monetize data and create revenue streams if

systems were further connected via APIs.

1 4

2 5

3

5 Steps for an Effective Omnichannel Strategy

have in place the IT

systems and

capabilities to enable

seamless

omnichannel visibility

and fulfillment in the 5supply chain.

say lack of

innovation is

harmful to

their company’s 6future prospects.

have not yet enabled

customers to interact

with the business on 7every channel.

of visitors report using digital

for shopping-related activities

before or during their most 1recent trip to a store.

higher rate of conversion of

consumers who use a device 3during their shopping journey .

84%

40%

say they downloaded their 2 bank's mobile app.

71%

that start interacting on a PC

continue the interaction on a 4 smartphone or tablet.

25%

Increased conversion

Greater differentiation

Better insight

?26% 42% 67%

Most businesses are built on systems with rigid technologies and interfaces that do not enable an omnichannel platform.

This rigidity means that organizations are struggling to deliver omnichannel experiences and compete in a digital economy

with new and extended business models.

Innovation

API Product

Enabling access to your products and

services on all channels

Accounting, CRM,

Financials, Sales,

Technology products

Mobile

Point of Sale

Partner

Web

API

Emerging Platforms

Ness-built APIs for a leading global payment supplier

this year to enable new product lines and partners.

150of developers publish APIs for

8internal useto create insight.

49%

Omnichannel delivers

business value

The business case for omnichannel

The technical challenge

How Application Programming

Interfaces (APIs) can power the

omnichannel

Creating insight by connecting

internal systems9An Integrated Experience

Loyalty program ‘Plenti’ is an

Amex initiative linked to

businesses like Macy’s, Exxon,

Amex and others via their API

ecosystem.

“It will really be the first time

where U.S. consumers, on a

single program, can take the

rewards they've earned in

one industry and take it to

another."

Chief executive of US Loyalty at

American Express,

Abeer Bhatia

References1. http://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-rd-thenewdigitaldivide-041814.pdf.

2. http://www.statista.com/statistics/244244/mobile-banking-activities-of-us-users

3. http://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-rd-thenewdigitaldivide-041814.pdf.

4. Google, Multi Screen World Study Date: August 2012.

5. Ernst and Young, Engineering the supply chain for the omni channel of tomorrow, 2015.

Ness Software Engineering Services helps companies

accelerate their omnichannel strategies and unlock

digital business potential.

To assess the potential of your omnichannel strategy,

contact us at: ness-ses.com/contact

6. Digital Economy Deficit Survey, OnePoll, 2015.

7. Digital Economy Deficit Survey, OnePoll, 2015.

8. Evans Data, Developer Population and Demographics Study, 2014.

9. http://www.pymnts.com/news/2015/amex-introduces-new-loyalty-program-plenti/#.Vc0txp3D9Ms

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