1   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Customer Experience Revolution2   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda        15:30                 Introduzione e benvenuto                              Enzo Pagliaroli, Sales Director ...
Customer Experience RevolutionArmando Janigro, Sales Development Leader, Oracle 4   Copyright © 2012, Oracle and/or its af...
The following is intended to outline our general product direction. It is                              intended for inform...
6   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
AGENDA              • WHY CUSTOMER EXPERIENCE (CX) MATTERS              • A CX EXAMPLE – THE CUSTOMER JOURNEY             ...
WHY        CUSTOMER EXPERIENCE        (CX) MATTERS8   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
WHAT IS CUSTOMER EXPERIENCE?              DIRECT                               IN-STORE                CALL CENTER   WEB  ...
THIS IS YOUR CUSTOMERKATIEFROM NOW ONSHE CALLS THE SHOTS10   Copyright © 2012, Oracle and/or its affiliates. All rights re...
WHAT MAKES CONSUMERS                                                                                      FALL IN LOVE WIT...
BRANDS BENEFIT WHEN                                                                            CONSUMERS ARE HAPPY        ...
of consumers feel that                                                                            their expectations for a...
WHEN EXPECTATIONS ARE NOT MET     BRANDS GET DUMPED      89%      of consumers will begin doing business with a competitor...
SCORNED CONSUMERS TELL                                                                            FACEBOOK AND TWITTER    ...
AN EXAMPLE OF         CX: THE CUSTOMER         JOURNEY16   Copyright © 2012, Oracle and/or its affiliates. All rights rese...
Next Day
On the appointment Day
A few days later
69   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
70   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
Oracle apps day customer experiece revolution 1 parte
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Oracle apps day customer experiece revolution 1 parte

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. Customer Experience Revolution2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  3. 3. Agenda 15:30 Introduzione e benvenuto Enzo Pagliaroli, Sales Director CMU, Oracle 15:40 Nuovi modelli di vendita, nuovi modelli di consumo, nuove modalità di interazione: offrire un’eccellente Customer Experience per creare vantaggio competitivo sostenibile nel tempo. Armando Janigro, Sales Development Leader, WE Applications Oracle 16:45 Tavola rotonda moderata da Enzo Pagliaroli Con il contributo di: Giorgio Dino, Presidente e CEO, Castelli Francesco Pinardi, Sales and Marketing Director, ENERcom Salvatore Pulvirenti, CIO, Tiscali 17:20 Q&A 17:30 Chiusura lavori3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. Customer Experience RevolutionArmando Janigro, Sales Development Leader, Oracle 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. 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.5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. AGENDA • WHY CUSTOMER EXPERIENCE (CX) MATTERS • A CX EXAMPLE – THE CUSTOMER JOURNEY • THE VALUE OF CX • THE CHALLENGE OF CX • WHAT MAKES A DISTINCTIVE CX • HOW ORACLE POWERS GREAT CX • FOCUS ON SALES & MARKETING7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 8. WHY CUSTOMER EXPERIENCE (CX) MATTERS8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. WHAT IS CUSTOMER EXPERIENCE? DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. THIS IS YOUR CUSTOMERKATIEFROM NOW ONSHE CALLS THE SHOTS10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. WHAT MAKES CONSUMERS FALL IN LOVE WITH A BRAND? 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 updates11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source - Harris Interactive: Customer Experience Impact Report 2011
  12. 12. BRANDS BENEFIT WHEN CONSUMERS ARE HAPPY 86% of customers would be happy to pay 25% more for a better customer experience12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. of consumers feel that their expectations for a good customer experience are always met13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. WHEN EXPECTATIONS ARE NOT MET BRANDS GET DUMPED 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)14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS 25% After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter 79% of consumers who shared complaints about poor customer experience online had their complaints ignored 21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. AN EXAMPLE OF CX: THE CUSTOMER JOURNEY16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. Next Day
  18. 18. On the appointment Day
  19. 19. A few days later
  20. 20. 69 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  21. 21. 70 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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