The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may no...
CX                                        CUSTOMER                                          EXPERIENCE                    ...
CUSTOMER EXPERIENCEMATTERS
CREATING GREAT EXPERIENCES IS THE IMPERATIVE                                STORE   “engage me                            ...
ALWAYS CONNECTED…
CUSTOMER EXPERIENCE MATTERS… Brands Benefit When                 Customers Can – and Will – Leave You          Dissatisfie...
WE’VE ALL HEARD STORIES LIKE THIS…DAVID CAROLL….                   STEPHEN FRY….
POWER OF CUSTOMERS AND SOCIAL MEDIA        VERIZON “CONVENIENCE CHARGE”• Verizon introduced a $2 fee for online and phone ...
BRAND PROMISE MEETS BRAND EXECUTIONConvenient           Appreciated              Authentic                 Valued         ...
CROSS CHANNELCUSTOMER EXPERIENCE
Customers expect that product and service information across allof the channels will be consistent, and they expect an ent...
CUSTOMERS ARE NO LONGER DEALING WITH YOU IN ONLY ONE CHANNEL                                                              ...
CROSS CHANNEL ENGAGEMENT IS THE NEW NORMAL  Research            Select                   Buy               Receive        ...
CHALLENGES IN MANAGING CUSTOMER CHANNELS                   INVENTORY AND FULFILLMENT RANK THE HIGHEST                     ...
CROSS CHANNEL CUSTOMER EXPERIENCE                             BUSINESS CHALLENGES SUMMARYWeb   Mobile   CC   Dealer   Reta...
MANAGE CX LIFECYCLEDELIVER CX BUSINESS VALUE
THE CUSTOMER EXPERIENCE LIFECYCLE
DRIVING THE BUSINESS VALUE    Acquiring new customers, retaining the customers you have and doing so    in the most effici...
CONNECTED        OPTIMIZED        ACTIONABLE ENGAGEMENT        EXECUTION          INSIGHTTO PERSONALIZE   TO DELIVER THE  ...
ADDRESSING THE CUSTOMER LIFECYCLE MANAGEMENT EXPERIENCE                           A COMPLETE APPROACH BASED ON ORACLE SOLU...
CROSS CHANNEL CUSTOMER EXPERIENCE                                                SUMMARY•   Differentiating via Customer E...
THE COMMUNICATIONS EXPERIENCE VISION
ORACLE CUSTOMER EXPERIENCE FOR COMMUNICATIONS• At this event   • Visit us at Oracle Meeting Room: Collins Room, Podium Lev...
D1   1500 rob gashi
D1   1500 rob gashi
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D1 1500 rob gashi

  1. 1. The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracle’sproducts remains at the sole discretion of Oracle.
  2. 2. CX CUSTOMER EXPERIENCE Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. The goal of customer experience management (CEM) is to move customers from satisfied to loyal and then from loyal to advocate Be the Best in the Moments that matter Deliver unparalleled Customer Experience through rapid offer design, cross channel interactions and accurate order delivery Robert Gashi | Global Lead and VP Industry Business Unit – Communications and Media
  3. 3. CUSTOMER EXPERIENCEMATTERS
  4. 4. CREATING GREAT EXPERIENCES IS THE IMPERATIVE STORE “engage me DIRECT “meet my everywhere” KIOSKS expectations” SALES CONTACT SOCIAL CENTER “understand me,“know me, wow me MOBILE FIELD reward me” SERVICE WEB
  5. 5. ALWAYS CONNECTED…
  6. 6. CUSTOMER EXPERIENCE MATTERS… Brands Benefit When Customers Can – and Will – Leave You Dissatisfied CustomersCustomers are Satisfied If they are not Satisfied will tell others 78% of consumers who shared 89% of consumers began doing complaints about poor customer experience had their complaints ignored business with a competitor following a94% of consumers will poor customer experience 25% 22% who did get responses topay up to more 47% of consumers give a brand up complaints…more than half hadfor a better customer experience to one week to respond to a customer positive reactions; 19% posted a service question before the “break up” positive comment about the with the company organization
  7. 7. WE’VE ALL HEARD STORIES LIKE THIS…DAVID CAROLL…. STEPHEN FRY….
  8. 8. POWER OF CUSTOMERS AND SOCIAL MEDIA VERIZON “CONVENIENCE CHARGE”• Verizon introduced a $2 fee for online and phone bill payments to address additional costs for single payments• 35 petitions started on Change.Org with 95,000 joined in within hours• Verizon reversed the announcement within 24 hours in response to customer feedback
  9. 9. BRAND PROMISE MEETS BRAND EXECUTIONConvenient Appreciated Authentic Valued Admired Serves Understands Cares Satisfys Realizes my needs what I want for who I am my expectations my desires Reliable Respected Trusted Preferred Adored“The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience”
  10. 10. CROSS CHANNELCUSTOMER EXPERIENCE
  11. 11. Customers expect that product and service information across allof the channels will be consistent, and they expect an enterprise-levelexperience.1 1Source: Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
  12. 12. CUSTOMERS ARE NO LONGER DEALING WITH YOU IN ONLY ONE CHANNEL Ovum 74% of consumers use at least three channels when interacting with an enterprise for customer- service-related issues
  13. 13. CROSS CHANNEL ENGAGEMENT IS THE NEW NORMAL Research Select Buy Receive Use Recommend Order Online Order Online Comparison Site Chat Call for Info about Change Order Add-on Accessories Visit Retail Store Pickup Local Store KioskBrowse Select ProductCatalog Web Product Info Search Email Order Confirm w/Rec Tweet About Ask for Help on Ask Facebook Read Reviews Purchase Community Chat Friends Experience Room
  14. 14. CHALLENGES IN MANAGING CUSTOMER CHANNELS INVENTORY AND FULFILLMENT RANK THE HIGHEST Top 3 Challenges Bringing eCommerce Functionality Across Channels Real-time inventory visibility/ management 58% Managing fulfillment across channels 56% Coordinating pricing and promotions with other channels 51% We dont have a solid definition of how consumers cross… 35% Optimizing inventory deployment to speed delivery and… 35%Assigning sales and performance metrics across channels 23% Online carries a wider assortment than other channels 19% Managing returns across channels 16% Source: RSR 2011 Cross-Channel Survey Results
  15. 15. CROSS CHANNEL CUSTOMER EXPERIENCE BUSINESS CHALLENGES SUMMARYWeb Mobile CC Dealer Retail Social Channels • Disconnected Interactions$ $ $ $ $ $ Sales Catalog • Inconsistent experience Order Capture Business Logic • Silo’d marketing Customer Data
  16. 16. MANAGE CX LIFECYCLEDELIVER CX BUSINESS VALUE
  17. 17. THE CUSTOMER EXPERIENCE LIFECYCLE
  18. 18. DRIVING THE BUSINESS VALUE Acquiring new customers, retaining the customers you have and doing so in the most efficient manner possible. CX = Acquisition + Retention + Efficiency (Increase Sales (Build Trust & (Reduce CostsCustomer Experience & Adoption) Strengthen Relationships) & Effort)
  19. 19. CONNECTED OPTIMIZED ACTIONABLE ENGAGEMENT EXECUTION INSIGHTTO PERSONALIZE TO DELIVER THE TO MAXIMIZETHE EXPERIENCE VALUE THE ENGAGEMENTOracle Cross Channel Customer Experience For Communications
  20. 20. ADDRESSING THE CUSTOMER LIFECYCLE MANAGEMENT EXPERIENCE A COMPLETE APPROACH BASED ON ORACLE SOLUTIONSCross Channel Customer Web Mobile Partner Field Sales Call Center Retail Rapid Offer Design and OrderExperience Solution Web Commerce * Web Center Suite Retail eBilling Delivery SolutionEnables Communications Service C3E SolutionProviders to increase NPS and RODOD Solution to capturedesign Enables providers rapidly and introduce offers, and fulfill Oracle Knowledge Oracle RTDcustomer loyalty and deflect orders efficiently and accurately, andtransactions to unassisted channels. provide visibility across the entire Oracle’s Siebel CRM order lifecycle.• Key Capabilities AIA AIA • Key Capabilities Communications Connected Engagement | Product Hub for Actionable Insight | Individualized Offer Design | Order Capture | Oracle Communications OSM (COM) Sites | Reward Loyalty | Guided AIA Order Delivery Design Studio Experiences AIA AIA AIA • Key Business Metrics• Key Business Metrics Oracle Comms OSM (SOM) Oracle Comms BRM Offer Time to Market | Order Cycle Brand Value | Net Promoter Score | Time | Operational Efficiency Self Service Rate | Conversion Rate Oracle Comms OSS Solutions (*) Web Commerce composed of Oracle ATG + Oracle Endeca
  21. 21. CROSS CHANNEL CUSTOMER EXPERIENCE SUMMARY• Differentiating via Customer Experience is the key for CSP’s to ensure continued growth in APRU and margin.• Driving loyalty and customer advocacy by executing against the brand promise.• Almost three quarters of the Customers in most geographies are crossing channels today for a single transaction – whether it is commerce or customer care.• Oracle provides end to end BSS/OSS core and Cross Channel platform across stores, dealers, web, and mobile with complete in-sale and in-life capabilities
  22. 22. THE COMMUNICATIONS EXPERIENCE VISION
  23. 23. ORACLE CUSTOMER EXPERIENCE FOR COMMUNICATIONS• At this event • Visit us at Oracle Meeting Room: Collins Room, Podium Level, Langham Hotel• For more Information http://www.oracle.com/us/industries/communications/overview/index.html http://www.youtube.com/watch?feature=player_embedded&v=bkSPNh0xIYk• My Details robert.gashi@oracle.com
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