DML13 - Joost Volker - Oracle - Rethink your online experience
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DML13 - Joost Volker - Oracle - Rethink your online experience Presentation Transcript

  • 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 2. Rethink your OnlineExperienceJoost VolkerDirector Sales & Business DevelopmentEMEA WebCenter2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 3. Safe Harbor Statement 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.3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 4. Program Agenda • Is Your Customer Experience Meeting Expectations? • Connecting the Online Customer Experience with Oracle WebCenter Sites • Take Your First Steps Toward Greater Online Customer Engagement4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 5. Engaging Customers is Critical for Business Growth5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 6. 86%of consumers will payMORE for a bettercustomer experience6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source: Harris Interactive, Customer Experience Impact Report 2009-2011
  • 7. 89%of customers will begindoing business with acompetitor following apoor customerexperience7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source: Harris Interactive, Customer Experience Impact Report 2009-2011
  • 8. The Customer Experience Lifecycle Great Customer Experience Is the Sum of all Interactions BUY OWN MARKET & SELL SUPPORT & SERVE8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 9. A Complex Customer Journey NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Online WEB WEB CONT Comparison Site Order Online ACT CONTACT Chat Call for Info about Add-on Accessories CENTER CENT IN- Change Order Visit Retail Store ER STOR IN-STORE Pickup Local Store Browse Kiosk E CATAL Catalog CATALOG Select Product OG MOBI MOBILE Product Info LE Web Search Email Order EMAIL EMAIL Confirm w/Rec SOCI SOCIAL Ask Facebook Friends For Recommendations Read Reviews Tweet About Ask for Help on Community Chat Room Purchase Experience AL9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 10. The Reality of Today’s Customer Experience A Disconnected and Impersonal Journey DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL SELECT NEED PURCHASE NEED RESEARCH NEED PURCHASE RESEARCH MAINTAIN RESEARCH RESEARCH SELECT RECEIVE SELECT SELECT SELECT PURCHASE PURCHASE PURCHASE PURCHASE RECOMMEND RECOMMEND RECEIVE MAINTAIN10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 11. An Integrated Approach is Required DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL SIEBEL CRM ORACLE RETAIL RIGHTNOW WEBCENTER WEBCENTER VITRUE SIEBEL WEBCENTER INQUIRA ATG VITRUE COLLECTIVE MARKETING ENDECA INTELLECT INVOLVER BUSINESS INTELLIGENCE REAL-TIME DECISIONS | ENDECA | OBIEE CAMPAIGNS SIEBEL MARKETING CUSTOMER DATA SIEBEL CRM ENTERPRISE CONTENT MANAGEMENT WEBCENTER11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 12. But Where Do You Start? Integrating the Customer objectives?is Complex What are your key CX Experience What are your key CX objectives? 1. Deliver a more personalized customer experience across various touch points 2. Enable a more engaging and interactive customer experience across web, mobile and social channels 3. Create a more connected and consistent customer experience across channels12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 13. The Online Channel Delivers on CX Web Experience is an Ideal Starting Point to Your CX Journey Integrate customer touchpoints • Unify the customer experience across websites (marketing, commerce & self-service) & campaigns Drive engaging online experiences • Incorporate social media & mobile with your web presence • Leverage faceted search & navigation within sites • Deliver a highly targeted & personalized site experience Connect cross-channel customer data • Leverage segment data between WEM & CRM systems13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 14. Connecting the Online Customer Experience with Oracle WebCenter Sites14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 15. Oracle WebCenter Sites Web Experience Management Drive sales and loyalty with engaging multi-channel online experiences • Create, manage and moderate contextually relevant, targeted and interactive online experiences • Optimize customer engagement across web, mobile and social channels • Manage large-scale global online presences with integrations into other customer experience applications15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 16. Engage. Empower. Extend. Connect the Online Customer Experience with Oracle WebCenter Sites Engage Customers with Empower Your Business to Extend the Power of OracleRelevant, Interactive, Multi- Deliver Engaging Online WebCenter Sites Through channel Experiences with Customer Experiences with Integration with Other Oracle WebCenter Sites Oracle WebCenter Sites Customer Experience Apps16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 17. MULTI-CHANNEL RELEVANT AND PERSONALIZED ENGAGE YOUR CUSTOMERS SOCIAL AND INTERACTIVE MULTILINGUAL17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 18. Multi-channel Engage Customers Consistently Across Web and Mobile Channels • Manage traditional and mobile websites from the same business user interface • Reuse content and layouts from the traditional web presence • Easily optimize for thousands of mobile device types • Enable location-based services • Offer comprehensive video and rich media support18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 19. Relevant Personalize the Site Visitor Experience with Targeting  Target content and campaigns to customers based on their attributes and behavior  Easily create visitor segments & recommendations with a flexible rules engine  Base segmentation on implicit and/or explicit criteria  Target at a granular level based on visitor membership in multiple segments19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 20. Social Encourage Interaction Through Social Computing • Create blogs and enable user-generated content (UGC) such as comments, reviews, ratings and polling • Facilitate social participation by enabling visitors to log in with their Facebook or Twitter IDs out-of-the-box • Enable users to share content they like with Facebook and Twitter out-of-the-box • Extend social sharing and log in to 20+ social networks • Utilize UGC such as ratings or reviews to dynamically drive the content of your site20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 21. Multilingual Engage Customers in Their Native Language • Provide articles, pages and sites in multiple languages • Manage multiple translations from the same business user interface • Easily select and manage what to translate, when and by who • Integrate with third-party automated, crowd-sourced, and expert translation services • Deliver multilingual experiences across thousands of devices21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 22. EASE SITE AUTHORING MODERATE UGC CENTRALLY EMPOWER YOUR BUSINESS GAIN INSIGHT WITH ANALYTICS SCALE COST EFFECTIVELY22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 23. Create Empower Business Users with Intuitive Authoring Tools • Enable marketers and line-of-business teams • Simplify site creation and management • Reduce reliance on IT for day-to-day site maintenance • Empower the business to deliver on customer experience initiatives23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 24. Moderate Easily Manage User-generated Content to Enterprise Standards • Encourage social interaction while safeguarding brand integrity • Streamline the moderation of user comments and reviews • Easily set various levels of manual, automatic and community based moderation • Employ whitelists, blacklists, key word filters and flagging to automate moderation24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 25. Analyze Leverage Granular Content Analytics to Improve Engagement • Track aggregate usage of content assets across pages & sites • Track effectiveness of targeted site content for user segments • Visualize results with in-context reporting • Understand site usage via behavioural tracking • Access comprehensive reports or create your own25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 26. Scale Cost-effectively Grow Your Online Presence to Meet Global Needs • Streamlined multisite & multilingual management • High performance delivery of rich media driven sites • Scalable dynamic delivery of personalized content • Re-use digital assets & other content across multiple sites26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 27. AUTOMATE TARGETING ENHANCE SEARCH AND NAVIGATION EXTEND THE EXPERIENCE INTEGRATE COMMERCE ENABLE SELF-SERVICE27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 28. Target Oracle WebCenter Sites & Oracle Real-Time Decisions (RTD) • Combines WebCenter Sites’ marketer-managed segmenting & RTD’s automated recommendations • Displays the most effective content, pages & offers for different users on websites WebCenter • Automates multivariate testing Sites & optimization so marketers learn what works in real time28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 29. Navigate Oracle WebCenter Sites & Oracle Endeca • Endeca delivers more precise, relevant & complete search results on WebCenter Sites driven websites • Enable site visitors to more effectively find information with guided navigation • Optimize search by indexing website content & pushing search results back into WebCenter Sites • Embed faceted search & navigation within the Sites contributor environment29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 30. Sell Oracle WebCenter Sites & Oracle ATG Commerce • Unify the online experience across marketing-driven & commerce-driven sites: • Enable a rich commerce online experience & drive cross-sell & upsell with targeted promotions • Transform your marketing-driven online experience with targeting, social computing, gadgets & mobile • Integrate content & metadata between the two systems to present a unified product view to customers30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 31. Service Oracle WebCenter Sites & Oracle WebCenter Portal • Unify the online experience across marketing & self-service sites: • Cross-sell promotions & offers on your marketing site to customers via your self- service site • Embed dynamic web content into a self- service portal • Integrate portlets within a marketing site to expose back-end application data31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 32. Customer Successes Oracle WebCenter Sites for Web Experience Management Reduced time-to-market of online initiatives by Marketers now spend less time updating their empowering marketers with WEM site and more time focusing on strategy Centrally manages branding, product and Deploys new websites for their citizens in less marketing content across 53 different retail sites time and at a lower cost WebCenter based CX platform for anytime, Improved their online customer experience and anywhere engagement on any device eliminated costly print magazines32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 33. Take Your First Steps Toward Greater Online Customer Engagement33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 34. Begin Connecting the Customer Experience Online Oracle WebCenter for Web Experience Management Take the first steps toward greater customer engagement • Demonstrate that you know your customer by delivering a more relevant online experience • Get social by creating an interactive online experience that fosters community • Embrace anytime, anywhere engagement by optimizing the online experience for mobile34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 35. Oracle WebCenter Engage Your Customers. Empower Your Business.35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 36. Stay Connected with Oracle WebCenter Oracle WebCenter blog: http://blogs.oracle.com/webcenter Oracle WebCenter Homepage: http://oracle.com/webcenter Oracle WebCenter Newsletter: http://oracle.com/newsletters Twitter: http://twitter.com/oraclewebcenter Facebook: http://facebook.com/webcenter LinkedIn: http://linkd.in/ORCL_Social36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 37. 37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 38. 38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.