1. Good MorningIan Mahoney Our Multi-Channel Journey Joined M&S in 2012, brought in to lead the Customer Services delivery for theMulti Channel Foundation Programme Currently Head of Delivery for the resulting M&S.com platform 15 years experience in the delivery of enterprise commerce and contactcentre applications for top FTSE companies Prior to M&S, I spent 6 years working for Sky delivering their consumer, retailand direct sales platforms

2. Who are M&S? From Michael Marks to Tom Spencer 766 UK and 418 international stores Sales equiv to R200bn last year Multi channel sales +22.8% But what M&S is really famous for is 3. The Multi Channel Foundation Programme Largest Retail IT Programme in Europe R2.8bn (150m) 25 vendors 1000+ people 3 years IT re-platforming programme Website Order Management Integration Contact Centre Why? 4. The Contact Centre Solution 5. The contact centre before MCFPWeb Fax Email SMS Voice Social WhitemailSiloed non-integrated channelsIn houseContact CentreOutsourceContact Centre 6. The contact centre after MCFPIBM SmarterCommerce Web Fax Email SMS Voice Social WhitemailIn houseContact CentreOutsourceContact CentreOrderManagementOmni-channel fully integrated 7. Our contact center solution has 1500 Agent Seats Voice Channel Inbound call delivery Case Management Customer Contact History Email Channel SMS channel Facebook Channel Twitter Channel Alert Channel White mail Channel Knowledge Management Integration (Transversal) IVR Workforce Management Blanket call recording. Quality Management CSAT (including outbound IVR calls) Data Archive (recordings and contact history.) Historic Reporting (Interactive Insights.) Integration with IBM Smarter Commerce Proactive Contact (bulk outbound email and SMS) Real Time Reporting (CC Pulse) Supervisor functions Citrix Hosting Unified Application Launching Business Routing Interface 8. At the agents level 9. 3 key use cases 10. Web site integrationWeb Mo1b. Ciulestomer CreatesAccount on WebSite2. Customer details sent & stored in Genesys3. Customer interacts with call centre4. Customerdetailsautomaticallyappear5. Customer Interacts withweb site. (places orders,received orders)Web site sends automatedemails and SMSs6. Details sent to Genesys7. All web siteinteractions, includingorders, SMS & emailsappear for agents,alongside all customerservice interactionsContact Centre System 11. Business Alerts2. Issue is raised onIBM order fulfilmentsystemsWeb Mobile1. A supply chain issue occurs.Orders will be effectedcontact centre for all4. Alerts routedto agents withthe right skill(just like a callor email)7. IBM fulfilsresolution6. IBM updatedwith resolution3. Alerts sent toorders affected5. Agent interacts with customer and facilitates resolution (wait, cancel, order alternative) 12. Integrated Case ManagementWeb Mobile3. Agent creates case1. Customer interacts with contact centre2. Agent needs to raise a case7. Case Alert routed through Genesys(Just like a call or email.)Contact Centre SystemCase Management SystemOne button inGenesys createscase and autopopulatescustomer data4. Case ID stored in Genesys5. Case workflow6. Caseneedsattention7. Alert popped toagent/manager 13. Delivery TimelineBuild Start Go live of theAnana Genesysmulti-channelcontact centerRoll out ofnew storeAnd phoneordering toolsJul2012Requirementsgathering andstart of designJan2013Aug2013Jan2014Nov2013Stand alonecontact centertransitioncompleteFeb2014Launch of thenew website7 months! 14. Why a customer experience platform?ordering forstorecollectionPhonePhoneordering forhomedeliveryAmendingphone andonlineordersOrderin-store forhomedeliveryOrderonline forstorecollectionOrderonline /returnin-storeManagingcustomercomplaintsCustomerExperience 15. Why Genesys? 16. Why Anana? Master Builders Able to demonstrate solution Experts in multi-channel contact centres Deep product understanding Able to provide a managed hosted solution Challenging timescales A safe pair of hands 17. Benefits to M&S 18. Thank You!Any Questions???