Frameworx Charter

Customer Engagement
Project

Appendix 7.A Omni-Channel Best Practices

From June 2014
To December 2014
Version 1.1.1

IPR Mode: RAND

TM Forum 2014. All Rights Reserved.

Customer Engagement Project Group Charter Appendix 7.A Omni-Channel Best Practices

Deliverable Details
The project deliverables for <<Team Name>> are introduced in the sections below.

Deliverable Type
Deliverable Description
& Purpose

Appendix to GB962
In today's world it is almost becoming essential for every brand to ensure they
are delivering a consistent Omni Channel experience to their customers.
However CSP's are still considered lacking considerably in this area. Report
from Accenture stated that only 22% of the customers have a consistent
experience across channels. Hence it is imperative for TM Forum to ensure
we deliver a clear and comprehensive specification on what are the best
practices are for CSP's to enable to bridge the gap.
The purpose of this appendix is to describe the requirements from a CSP
around Omni Channel. The deliverable will detail at a high level the set of
business and IT capabilities which need to be enabled within and across
channels, including the use cases which are applicable for an end customer.
The document will not list all the use cases but is aimed to provide an initial
subset of scenarios which are across both assisted and unassisted channels.
The document is anticipated to contain:

Executive Summary
Principles of Omni Channel
Key Requirements from CSPs
Functional Capabilities for Delivering Omni Channel
Prioritized User Journeys
Across Geographies, Service Lines, Channels
Relationship with Metrics and Implementation Guide
Summary

The project will also explore metrics and maturity models for omni-channel
based on extending the existing CEM metrics and maturity models that are in
place.
Deliverable Work
Stream Start Date
Planned Approval
Submission Date
Work Requests To be
Implemented

Dependencies
Comments

Version 1.1.1

Jul-2014
Dec-2014

NA

GB962
GB962 will provide reference to the Omni Channel Practices. GB962C
describes the customer lifecycle model, introducing the concept of channels.
This specific appendix will take that concept further by providing details of a
consistent and continuous interaction and engagement of customer across
those channels.

TM Forum 2014. All Rights Reserved.

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Customer Engagement Project Group Charter Appendix 7.A Omni-Channel Best Practices

Resourcing of Deliverable(s)
Member Project Resources and Roles
Role

Company

Project Leader / Co-Leader Rohit Batra

Oracle

Sponsor/Champion

Josef Kleinhaus

EWE

Sponsor Champion
Marketing Contact
Contributor

Tom Maduri

Bell Canada

Eldon Phukuile

Vodacom

Tom Maduri
Rebecca Sendel

Bell Canada
TM Forum

Required Staff Support

Version 1.1.1

Name

Contact Details
(email & phone)
rohit.batra@oracle.com
+1 408 368 7152
Josef.kleinhaus@ewe.d
e
+49 441 3612-2224
tom.maduri@bell.ca

Commitment Comments

Eldon.Phukuile@vodac
om.co.za
Tom.maduri@bell.ca
rsendel@tmforum.org

Best Effort

Committed
Best Effort

Best Effort
Default to Project leader

TM Forum 2014. All Rights Reserved.

Identify if appropriate In this

instance it is a request not
guarantee

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Customer Engagement Project Group Charter Appendix 7.A Omni-Channel Best Practices

Appendix 7.A Administrative Section

Approval Decisions

Approval Received

Yes

Date Approval Received

7 August 2014

Expiry Date of Appendix

31 May 2015

Staff Support Assigned

Rebecca Sendel rsendel@tmforum.org

Additional resources supplied

<< Provide details >>

Appendix 7.A History

Version 1.1.1

Revision
1.0
1.1

Date
11 Jun 2014
6 Aug 2014

1.1.1

19 August 2014

Author
Rohit Batra
Rebecca
Sendel
Alicja
Kawecki

Description
Initial Draft
Minor modifications
Updated History section to reflect Approved status, minor
cosmetic/formatting edits

TM Forum 2014. All Rights Reserved.

Page 4 of 4