Omnichannel Customer Interaction » Jorrit van der Laan http://blogs.tieto.com/omnichannel Customer Interaction has evolved from multichannel to omnichannel: blended channels, blended sales & services. Find out how to reach your channel KPI’s in this omnichannel world. Thu, 04 Apr 2013 10:00:06 +0000 en hourly 1 Omnichannel IT voorspellingen voor 2012 http://blogs.tieto.com/omnichannel/2011/12/23/voorspellingen-voor-2012/ http://blogs.tieto.com/omnichannel/2011/12/23/voorspellingen-voor-2012/#comments Fri, 23 Dec 2011 11:20:55 +0000 Jorrit van der Laan http://www.omnichannel.nl/?p=2298 Omnichannel ITBig data, Identity authentication en BYOD (bring your own device) worden hot(ter). Cloud gaat van hot naar supporting.

En hoe Omnichannel in dit alles past? In mijn beeld van de wereld perfect.
Omnichannel is per definitie een hub waar grote hoeveelheden data samen komt en op een natuurlijke en slimme manier moet worden ontsloten.
Het ontsluiten gebeurt meer en meer via smart devices zoals tablets en smart phones die veel van hun apps en data al uit de Cloud halen.

Waar ligt dan een grote uitdaging? Juist, op identity en access management (IAM). Hoe gaan we borgen dat een klant, een consument, een adviseur en een supervisor anytime, anywhere, anyhow bij zijn persoonlijk, relevante en live gegevens kan. Er zijn al voldoende alternatieven beschikbaar, met bijbehorende leveranciers en gedachten. Wie gaat de slimme keuzes maken? Wie durft er in het diepe te springen?

Voor Omnichannel in 2012 wordt het een mooi jaar.

]]> http://blogs.tieto.com/omnichannel/2011/12/23/voorspellingen-voor-2012/feed/ 0 Omnichannel: Make or Buy? http://blogs.tieto.com/omnichannel/2011/09/26/omnichannel-make-or-buy/ http://blogs.tieto.com/omnichannel/2011/09/26/omnichannel-make-or-buy/#comments Mon, 26 Sep 2011 14:01:34 +0000 Jorrit van der Laan http://www.omnichannel.nl/?p=1559 omnichannel make or buyA lot has been said about Omnichannel Customer Contact. What does it mean for Business? How do you recognize it in Consumer behaviour? And why does Marketing need to embrace an Omnichannel approach? Numerous examples, all well said and done, and no doubt more to come.

But now you, as a company responsible, are about to embark on this Omnichannel enablement journey. What to do? One of the logical choices to look at is the rather (in)famous Make vs Buy paradigm. Are you going to Buy a complete solution, have large OPEX the coming ten years and be limited by the out of the box functionalities? Or are you going to start from scratch, choose a Java or .Net setup, and end up in a CAPEX draining, never-ending IT implementation project?
Most likely you will have a current architecture platform containing a free mix of old-school legacy systems, some webservice exposure, possibly an enterprise service bus and a lot of loosely hanging client tools. Sounds familiar?
Questions you need to answer to yourself is whether you want to be flexible for the future and start using the best of breed solutions?
Omnichannel Make Buy Consume paradigmIf yes, start looking at the current market in a different way. The current market no longer exists of Make or Buy. It basically supplies 3 axes, being Make, Buy and Consume. The latter is mostly based on the strong emerging Cloud Services market. Omnichannel customer contact currently resides, or moves as you will, in the triangle formed by these three axes. So, coming back to the original question where to start, you could start with the Make/Buy/Consume paradigm. Extend your current (legacy) platform with best of breed Omnichannel solutions from the Cloud, and consume these as long as necessary or desired.

It will give your company an easy way to a running head start in the area of Omnichannel enablement.

 

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