1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Insert Information Protection Policy Classification from Slide 8
The following is intended to outline our general product direction. It is
intended for information purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any material, code, or functionality,
and should not be relied upon in making purchasing decisions. The
development, release, and timing of any features or functionality described for
Oracle’s products remains at the sole discretion of Oracle.
Introductions
•
Responsible for strategy and Oracle‟s
complete set of CRM and Customer
Experience solutions
•
Joined Oracle from Siebel
•
Prior to Siebel held executive positions
with ePeople, Categoric Software,
Remedy Corporation and Tivoli Systems
WHY
CUSTOMER
EXPERIENCE
MATTERS
THIS IS YOUR CUSTOMER
KATIE
FROM NOW ON
73%
Friendly employees & customer service representatives
55%
Easy access to information & support
36%
Personalized experiences like knowing what customers have bought in the past and service issues they‟ve raised as well as sending them timely, useful updates
WHAT MAKES CONSUMERS
FALL IN LOVE WITH A BRAND?
86%
of customers would be happy to pay 25% more for a better customer experience
BRANDS BENEFIT WHEN
CONSUMERS ARE HAPPY
89%
of consumers will begin doing business with a competitor following a bad customer experience
50%
of customers will give businesses up to a week to respond to a customer service question before they „break up‟ with the company (stop doing business with them)
79%
of consumers who shared complaints about poor customer experience online had their complaints ignored
WHEN EXPECTATIONS ARE NOT MET
BRANDS GET DUMPED
THE VALUE
OF CUSTOMER
EXPERIENCE
DELIVERING GREAT EXPERIENCES
THROUGHOUT THE CUSTOMER LIFECYCLE
BUY
OWN
Support & Serve
Market & Sell
THE
CHALLENGE
OF CUSTOMER
EXPERIENCE
YOUR CUSTOMERS EXPECT TO DO BUSINESS WITH YOU
IN MORE WAYS THAN EVER BEFORE
DIRECT SALES
IN-STORE CONTACT CENTER
MOBILE TABLETS SOCIAL KIOSKS FIELD SERVICE
WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL NEED /
RESEARCH SELECT PURCHASE
MAINTAIN / RECOMMEND RECEIVE /
USE
A COMPLEX CUSTOMER JOURNEY
CUSTOMERS DEMAND A BETTER EXPERIENCE
Read Reviews Comparison Site
Web Search
Ask Facebook Friends For Recommendations
Visit Retail Store
Chat
Email Order Confirm w/Rec
Pickup Local Store
Tweet About Purchase Experience
Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online
Call for Info about Add-on Accessories
Siloed KPIs and Incentives Make Things Worse
Channels
Web KPIsCustomer
Experience
?!?
!?!
?!?
Web
In
Store
Partners
Direct
Sales
Social
Call
Center
Field
Service
In-Store KPIs Direct Sales KPIs Social KPIs Field Svc KPIs Call Center KPIsKPIs &
Incentives
!?!
Partner KPIs!?!
Can‟t their sales reps see my web order? The Acme rep always knows all my orders.
Why can‟t I order an item online and pick it up at my local store?
When I go online, I can‟t easily find what I need. It‟s too complicated to find
my best option Why didn‟t they send this mobile coupon when I was still in the store?
Wouldn‟t it be nice if they rewarded me for all the friends I have referred? When I clicked the “Chat Now”
the agent had no idea of what
was in my shopping cart?” IN-STORE
WEB DIRECT MOBILE SOCIAL CALL CENTER
THE RESULTS:
INCONSISTENT, DISCONNECTED, IMPERSONAL, INEFFICIENT
AND TRANSACTIONAL CUSTOMER EXPERIENCE
WHAT MAKES
A GREAT
CUSTOMER
EXPERIENCE
WHAT DOES A CUSTOMER
EXPECT IN A GREAT
EXPERIENCE?
CONSISTENT VOICE
CONNECTED INTERACTIONS
PERSONALIZED JOURNEY
EFFICIENT SERVICE
REWARDING RELATIONSHIP
HOW ORACLE
POWERS GREAT
CUSTOMER
Actionable Insight
Connected Engagement
Optimized Execution
DYNAMIC PERSONALIZATION
OPTIMIZED DIGITAL EXPERIENCES
CROSS-CHANNEL INTERACTIONS
CROSS-CHANNEL INTERACTIONS
BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION
CUSTOMER
MASTER
“Get to know me.
Amazon and iTunes do.”
DYNAMIC PERSONALIZATION
OPTIMIZED DIGITAL EXPERIENCES
OPTIMIZE OPERATIONS
FIND HIDDEN OPPORTUNITIES
REAL-TIME RECOMMENDATIONS
REAL-TIME RECOMMENDATIONS
OPTIMIZE OPERATIONS
QUICKLY IDENTIFY AND RESPOND TO OPPORTUNITIES AND CHALLENGES
Attribute:
Visited Shoes Category
Fashionista
Anonymous
Empower users
with insight & tools
to quickly respond
to what‟s working
ASSISTANCE AT THE POINT OF NEED
MAXIMIZE LIFETIME VALUE
CROSS-CHANNEL ORCHESTRATION
CROSS-CHANNEL ORCHESTRATION
IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS
Supplier #1 Supplier #2 Supplier #3
ASSISTANCE AT THE POINT OF NEED
TRANSFORM YOUR CUSTOMER EXPERIENCE WITH PROACTIVE SUPPORT
Email Click to
Call Co-Browse Click to
MAXIMIZE LIFETIME VALUE
REWARD HIGH VALUE CUSTOMERS
THE POWER
OF ORACLE’S
CUSTOMER
Experience Applications (CX)
Operational Applications (CRM)
Master Data Management (MDM)
Social
A
pp
li
ca
tio
ns
A
naly
tic
al
A
pp
li
ca
tio
ns
THE CUSTOMER EXPERIENCE FRAMEWORK
DELIVERING AN END-TO-END CUSTOMER LIFECYCLE SOLUTION
CHOICE OF DEPLOYMENT
IN THE CLOUD, ON PREMISE OR BOTH
Database Service Java Service Data Service MDM Service Oracle Social Network Fusion Talent Fusion Financials Fusion Sales and Marketing Fusion HCM Oracle CX RightNow Cloud Service