HPMC 2014 - CX and Mobility showcase - Oracle
 

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HPMC 2014 - CX and Mobility showcase - Oracle

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Presented during the High Performance Marketing Conference 2014, organized by Accenture on January 23rd, 2014.

Presented during the High Performance Marketing Conference 2014, organized by Accenture on January 23rd, 2014.

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HPMC 2014 - CX and Mobility showcase - Oracle Presentation Transcript

  • 1. Oracle CX Mobility and Customer Experience Demo Powered by Accenture Foundation Platform for Oracle (AFPO)
  • 2. Today’s Demonstration You will play a hands on role as a Global Insurance Customer as you walk through an end-to-end day in the life scenario. You will interact with multiple Global Insurance company employees – all enabled to meet your needs and provide you the best possible experience. You will see a lot of Accenture and Oracle technologies working together to deliver business value – and improve the Global Insurance Customers’ Experience. Copyright © 2013 Accenture All rights reserved. 2
  • 3. GLOBAL INSURANCE for your We stick our neck out safety! An Accenture Demonstration Powered by AFPO
  • 4. Why are we focusing on Customer Experience? Customer Experience will be a strategic differentiator for Global Insurance. Accenture Research Consumers are leaving their providers more than ever before 85% of customers said that companies could Oracle Research 64% of customers said they would stop doing business with an organization after a poor customer experience have done something different to prevent them from switching Of those, 91% would go on to buy from a competing company 48% of customers expect specialized treatment After a poor customer experience – as many as 49% of consumers will go on to post on a social network for being a "good" customer 50% said it is extremely important for companies to have customer service people who know their history … but … 84% of customers are willing to pay more for a better customer experience Copyright © 2013 Accenture All rights reserved. 4
  • 5. But – the bottom line is… Customer Experience Leaders Outperform the Market Copyright © 2013 Accenture All rights reserved. 5
  • 6. Our Customer Experience Imperative Global Insurance strives to be visionary in the insurance industry - differentiated by our focus on Customer Experience, enabled by technology. Provide a seamless experience – across all channels Create opportunities from the engagement center from a cost to profit center Think mobile first – for customers and the enterprise Copyright © 2013 Accenture All rights reserved. 6
  • 7. The Scale of Mobility Connected Devices 9 Billion 9B World Population Mobile Phones 7 Billion 2 Billion Smartphones Credit Cards 3 Billion Internet Users Cars & Trucks 6 Billion 2 Billion 1 Billion Source: GSMA, Nilson Report, United Nation Department of Economic and Social Affairs, Accenture Analysis. Copyright © 2013 Accenture All rights reserved. 7
  • 8. Today’s Day in the Life Scenario Copyright © 2013 Accenture All rights reserved. 8
  • 9. Copyright © 2013 Accenture All rights reserved. 9
  • 10. Copyright © 2013 Accenture All rights reserved. 10
  • 11. Today’s Day in the Life Scenario Copyright © 2013 Accenture All rights reserved. 11
  • 12. Technology Powering the Demonstration Products Used • • • • • • • • • Oracle ADF Mobile Oracle ADF Oracle Policy Automation Oracle RightNow Cloud Service Siebel Open UI Eloqua Big Data Oracle SOA Suite Oracle Identity & Access Manager Accenture Foundation Platform for Oracle (AFPO) Oracle Enterprise Linux, Oracle Database, Oracle WebLogic, Oracle Enterprise Manager Oracle Engineered Systems: Exalytics, Exalogic, Exadata Copyright © 2013 Accenture All rights reserved. 12
  • 13. Thank you!