Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

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Next presentation

starting soon

Next Gen Customer

Experience Enabled by

www.pwc.com

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Agenda

Introductions & Customer Experience / CX Defined

Why CX is Critical Today? & What are the Market Drivers

CRM & CX - Yesterday and Today

About PwC’s Progressive Service CX Solutions

About PwC’s Contact Center Optimization Capabilities

PwC

PwC’s Point of View To Achieve CX Service Excellence

About Oracle’s RightNow Cloud CRM /CX Application

Benefits of an Oracle RightNow CX & Customer Hub Solution

PwC’s Approach – Right for Business & Technology

How We Can Help You Get to Next Gen CX?

Next Gen Customer Service by Oracle Cloud CRM / CX Applications

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Introductions & Customer Experience / CX Defined

Speaking Today is:

George Wood and Christopher Menyhart

Directors from PwC’s Oracle CRM / CX Practice

Definition of CX:

Customer Experience is the Sum of all experiences a customer has with a

supplier of goods or services, over the duration of their relationship with

that supplier. It’s also describes one’s individual customer service

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Why Customer Experience CX Is Critical Today ?

Customer Experience is the Only Sustainable Differentiator to attract

& retain customers today !

PwC

4 October 2012

More competition

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Drivers Leading Clients to Modernize CX Solutions

• Consumerization of IT, B to B & B to C

• Everything is “Digital” / Everyone Online

• Connected Brand / Feedback

• Customer / Partner Self Service

Social Media

The Cloud

• Enabling IT / Cloud Infrastructure

• Transforming business Operations

• Monetizing Differentiated Services

• Energizing Collaborative Communities

Analytics

Mobility

• Energizing Collaborative Communities

• Anywhere, Any Device, Any time

• Interaction vs. Input

• Real Time Automation

• For Employees, Partners, Customers

• Real Time Data & Execution Decisions

• Data Driven Process Optimization

• Cross Enterprise Analytics

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CRM & CX – Yesterday & Today

Traditionally Businesses Focused on 3 Core CRM CX Functions:

•

Sales , Marketing & Service

Today Business Needs to Embrace the New CX Drivers for Customers:

•

Customer-Centered Strategy

•

Profitable Pricing

PwC’s Customer Impact View – Customer Focused

PwC

6 October 2012 •

Profitable Pricing

•

Innovative Products

•

Analytical Insight

•

Experience Design

•

Digital Change

•

Closed Loop Marketing

•

Next Generation Sales

•

Progressive Customer Service

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Quality Increase

First Call Resolution

Customer Experience Metrics

Increase Net Promoter Score

Provide a Reduction in cost to serve while

also increasing CX experience metrics.

Progressive Service initiatives deliver significant benefits

Reduce Average Handle Time Lower CSR Turnover Increase Self Service Usage Quality Monitoring Scores

Customer Experience Metrics

Cost Reduction

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About PwC’s Progressive Service CX Solutions

Description

1. Service Strategy

2. Integrated

We help our clients create the “next generation”

service strategy to drive market differentiation

We transform how our clients interact with their

Solution

PwC

8 October 2012

2. Integrated

Customer Service

3. Field Service

Transformation

We transform how our clients interact with their

customer across the customer lifecycle

We help field services transform into a customer

centric operation enables with the right tools,

infrastructure, and processes

4. Contact Center

Optimization

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About PwC’s Contact Center Optimization Capabilities

We Pinpoint the what and why of Customer interactions which matter most through Quantitative VoC capability (Experience Radar)

powered by PwC’s Service Provider Diagnostic and Framework

We Leverage our deep knowledge of multiple industries, and we will work with you to develop a tailored business valued driven design.

1 2

Data Capture

Assessment Areas

1.0 Vision and strategy 2.0 Design products and services 3.0 Market and sell 4.0 Implement and operate 5.0 Billing and invoicing 6.0 Account management 7.0 Contract and SLA management 8.0 Vendor management 9.0 Risk management 10.0 Continuous improvement

Reports

Industry Benchmark & Best Practices Database

Diagnostic Output

9 October 2012

We Provide a full complement of PwC Industry, Customer Services, IT and Change Delivery Specialists who have deep experience with creating and implementing Customer contact strategies and operating models.

World Class Customer

Contact Experience

We Provide the capability to rapidly prototype ideas to help bring to life the possibilities. This small team utilizes advanced frameworks and

approaches to build a minimal viable view of the idea.

4 3

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PwC’s Point of View To Achieve CX Service Excellence

In the Contact Center, Companies Must Focus On These Key Areas

Analytics

IVR Effectiveness

Agent Effectiveness

Center Optimization

IVR self-IVR analytics Predictive dialers Integrated agent desktop _{Multi-location} Virtual rep capabilities Knowledge management Multi-channel & cross-agent collaboration Operational speech analytics Speech-enabled IVR Voice XML Speech Authentication PwC

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Reporting

Integrated Experience

World-class Evolving

Contact

Center

Traditional Manual reporting Voice recording

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About Oracle’s RightNow Cloud CRM /CX Application

Delivers Measurable Customer Value Across The CX Lifecycle

CX

=

+

Reduce Costs & Effort

Increase Sales & Adoption

Strengthen Relationships

A

cquisition

R

etention

E

fficiency

Customer Experience

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Business Benefits of Contact Center Optimization Enabled via Oracle RightNow CX

•Improved Agent Incident Case Tracking • Manage Customers Across All Channels • Support for Contracts & SLA’s

• Enable Transaction and Customer Histories • Engages with Dynamic Agent Desktop • Provides Knowledge Foundation & Database • Equips with Information via Analytics & Reporting • Allows for Integrated Customer Feedback

• Eases Enterprise Integration

•Further Enabled via Clean Customer Hub Data

Supported by Master Data Management Enabled via Oracle Customer Hub (OCH)

Benefits of an Oracle RightNow & OCH Cloud CX Solution

PwC

12 October 2012 •Further Enabled via Clean Customer Hub Data

•Enhanced with IVR Effectiveness

Enabled via Oracle Customer Hub (OCH)

Supported by Knowledge Management Enabled via Oracle Inquira

Knowledge Management

• Knowledge Base • Dynamic FAQ’s • Guided Resolution

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Benefits of an Oracle RightNow & OCH Cloud CX Solution

Benefits of Improved Customer Data Quality via

Oracle Customer Hub OCH

• Improves data completeness based on company specific

rules

• Improves data accuracy by correction and alerts when

invalid data formats or bad data is entered

• Improves addresses by correction based out of Address

standardization tools

Additional Customer MDM Benefits

• Provides a platform to centrally maintain and govern

Customer Data

• Ensures high quality de-duplicated data is available

across Enterprise Systems which in turn improves CRM

and Sales Processes.

• Enables 360 degree of the Customer

• Enables increased tracking and reporting capabilities

standardization tools

• Pro-actively warns on data issues before it impacts Business

• De-duplicates data based on company specific rules

• De-duplication applies business rules on the complete

entity rather than field by field

approach

• Enables increased tracking and reporting capabilities

leading to better business decisions

• Improves operational efficiency by reducing missed

master data which reduces cost

• Reduces enterprise system integration complexities

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PwC’s CX Approach – Right for Business & Technology

Select the Business Function, Application & Deployment Model

1 Business Function

2 Enabling CX Application

3 Deployment Method

Cloud

PwC

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How We Can Help You Get to Next Gen CX ?

Possible Next Steps for you:

1. Allow us to Perform a Short Current State / Future State CRM / CX Gap Assessment Engagement

Providing a Recommended Roadmap & Plan Ahead For Your Next Generation CRM / CX Solution

2. Collaborate with us to Assist Your Company on a Specific CRM / CX Solution Implementation or

Designing a Co–Existence Implementation Strategy

3. Hold a Customer Experience CX Catalyst Workshop Event with us to Capture the CRM / CX Vision

4. Partner with us to Perform An Enterprise Wide Customer Experience CX Transformation

Assessment

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Our Contact Info is Below

PWC George Wood

[email protected]

(714) 713-9734

PwC

16 October 2012

PWC Chris Menyhart

[email protected]

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Thank you

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Appendix

PwC

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Strategy

• Building - The CRM Vision for the future / understanding the case for change

• Quantifying – The potential impacts to your customer and your business

• Road mapping – A logical path forward to unlock benefits

• Analyzing – The current state to identify areas for improvement

• Streamlining – The Future State by Improving productivity / eliminate waste

PwC Customer & CRM CX High Level Offerings

Process Improvement

• Streamlining – The Future State by Improving productivity / eliminate waste

• Evaluating - CRM performance & defining how to measure process efficiency

Technology

• Defining – the technologies that will deliver the CRM Vision

• Architecting – A solution that minimized complexity & maximized impact

• Integrating – Core technologies to develop a seamless view of the customer

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• Customer Strategy • Go-to-Market Strategy • Growth Strategy (and market

opportunity evaluation)

• Profit Realization

• Business Model Development

• Sales Strategy

• Sales Organization Design • Lead Generation

• Closed Loop Analysis • Media Spend Management • Social Media Insights • Marketing Spend Diagnostic • Marketing Org Transformation • Marketing Analytics

PwC’s Customer Impact Consulting Solution Offerings

PwC

20 October 2012

• Innovation Model

• Platform and Product Strategy • Global Development Network • Product Development Excellence • Product Lifecycle Management • Business Model Development • Key Driver Profitability Analysis • Pricing Strategy

• Pricing Management and Process Improvement

• Service Strategy

• Contact Center Optimization

• Field Service Transformation (including mobility)

• Customer Service Integration (Order to Cash) • Sales Organization Design

& Alignment

• Sales Process Optimization • Sales Force Effectiveness

& Productivity

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About PwC Customer CRM / CX Practice

We Deliver Customer Impact

via our Core Solution Competencies

ISSUE IMPACT

PwC is a World-Class

“Business Integrator” for

Progressive Customer

Service solutions, from

strategy, and process

through technology

Key Practice Info :

• 500+ people in our Global Customer Impact & CRM / CX Technology Practice s completing numerous engagements

• We have a Diamond Level status with Oracle and have won several Titan awards for our services

• We utilize a business-driven & value received approach to CRM and CX engagements

• We collaborate with our clients to identify the right solution and approach

• We understand the complexities of our clients and can provide industry, strategy, process and technology

implementation expertise based on experience , leading practices and our onshore/offshore global delivery model

• We have insight into our clients’ culture, organization, processes and technology landscape

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PwC – High Level Approach & Methodology

Roadmap to a Vendor Selection & Implementation Plan

Stage 2:

Develop Current State Understanding

Stage 3:

Define Future State

Stage 4:

Vendor Selection and Roadmap

Stage 1:

Program Mobilization

Future State Definition

• Conduct future state workshops • Capability analysis and business

process mapping

Vendor Selection

• Conduct due diligence and pre-screen for short list

• Issue RFP/RFD

Business Capabilities

• Call Center calls and interviews • Voice of the Customer analysis • Current state workshops

• Gather key requirements and perform

Program Mobilization

• Confirm work plan and scope • Lock in resources

for key meetings

In te g ra te , s y n th e s iz e In te g ra te , s y n th e s iz e a n d re c o n fir m Workshops PwC

22 October 2012

Timeline >>

process mapping • Value driver analysis

• Future state application portfolio vision and target operating model

• Options analysis for future state application alternatives

Business Case/Case for Action

• Develop benefit targets, cost estimates, ROI analysis, and payback analysis

• Identify investment scenarios • Conduct risk analysis

• Issue RFP/RFD • Create vendor scorecard • Facilitate vendor selection

Roadmap and Implementation Plan

• Develop and prioritize initiatives • Define implementation plan and

analyze key risks

• Develop change management approach

• Define key stakeholders and communication needs

Application Assessment

• Assess current applications • Identify key technical requirements,

gaps, pain points

• Identify legacy applications that could possibly be retired

• High level assessment of interfaces and data

• Identify enterprise requirements to inform solution architecture

• Gather key requirements and perform gaps requirements

• Align Service strategy and KPIs to overall business strategy for key meetings

and workshops • Collaborative visioning sessions • Project planning and preparation • Project Kickoff Meeting In te g ra te , s y n th e s iz e a n d re c o n fir m In te g ra te , s y n th e s iz e a n d re c o n fir m

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Independent Gartner Analysis on CRM CX Apps

Oracle is a Leader Across Gartner Magic Quadrants

Magic Quadrant for

Social CRM

Magic Quadrant for

Contact Centers

Magic Quadrant for

Web Customer Service

Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael Maoz, June 29, 2010 *1

Gartner Inc. “Magic Quadrant for CRM Customer Service Contact Centers” Michael Maoz, April 15, 2011 *3 Gartner Inc. “Magic Quadrant for CRM Web Customer Service” Johan