Oracle Customer Experience - Empowering People. Powering Brands
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Oracle Customer Experience - Empowering People. Powering Brands

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Oracle Customer Experience - Empowering People. Powering Brands Oracle Customer Experience - Empowering People. Powering Brands Presentation Transcript

  • 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 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.
  • AGENDA • WHY CUSTOMER EXPERIENCE MATTERS • A CUSTOMER EXPERIENCE EXAMPLE – THE CUSTOMER JOURNEY • THE VALUE OF CX • THE CHALLENGE OF CX • WHAT MAKES A GREAT CX • HOW ORACLE POWERS GREAT CX • THE POWER OF ORACLE’S COMPLETE CX4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • WHY CUSTOMER EXPERIENCE MATTERS5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • WHAT IS CUSTOMER EXPERIENCE? DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • THIS IS YOUR CUSTOMERKATIEFROM NOW ONSHE CALLS THE SHOTS 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 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 updates8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source - Harris Interactive: Customer Experience Impact Report 2011
  • BRANDS BENEFIT WHEN CONSUMERS ARE HAPPY 86% of customers would be happy to pay 25% more for a better customer experience9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • of consumers feel that their expectations for a good customer experience are always met10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 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)11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 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 feeds12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 11,000,000 VIEWS + NO RESPONSE FROM UNITED = -10% STOCK VALUE IN 4 DAYS13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • AN EXAMPLE OF CUSTOMER EXPERIENCE: THE CUSTOMER JOURNEY14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • THE VALUE OF CUSTOMER EXPERIENCE15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Customer Experience Delivers Real Value ACQUISITION RETENTION EFFICIENCY A Increase Sales + R Build Trust and + E Reduce Costs and Adoption Strengthen and Effort Relationships • OPPORTUNITIES • QUALITY • SELF SERVICE • CONVERSIONS • CONSISTENCY • PRODUCTIVITY • VALUE • LOYALTY • COST OF OPERATIONS16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Proving the Value of Customer Experience Measurable Metrics ACQUISITION RETENTION EFFICIENCY (BUILD TRUST & STRENGTHEN (INCREASE SALES & ADOPTION) (REDUCE COSTS & EFFORT) RELATIONSHIPS) GENERATE MORE INCREASE CUSTOMER INCREASE SELF-SERVICE OPPORTUNITIES SATISFACTION RATES SUCCESS % INCREASE INCREASE SERVICE QUALITY REDUCE COST CONVERSION RATE AND RELIABILITY PER INTERACTION INCREASE AVERAGE DRIVE LOYALTY IMPROVE ORDER VOLUME AND ADVOCACY SERVICE PRODUCTIVITY17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • DO YOU KNOWWHAT VALUESTO KATIE?18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Delivering Great Experiences Throughout the Customer Lifecycle19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • THE CHALLENGE OF CUSTOMER EXPERIENCE20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Your Customers Expect to Do Business with You in More Ways Than Ever Before IN-STORE DIRECT SALES CONTACT CENTER FIELD SERVICE WEB MOBILE TABLETS SOCIAL KIOSKS21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • A Complex Customer Journey Customers Demand A Better Experience NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Online Comparison Site Order Online WEB Chat Call for Info about CONTACT CENTER Add-on Accessories Change Order Visit Retail Store IN-STORE Pickup Local Store Browse Kiosk Catalog CATALOG Select Product Product MOBILE Info Web Search Email Order Confirm w/Rec EMAIL Ask Facebook Friends Ask for Help on Read Reviews Tweet About SOCIAL For Recommendations Community Chat Room Purchase Experience22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • SILOS CREATE FRUSTRATION DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • The Results: Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience When I clicked the “Chat Now” the agent Why didn’t they send this mobile had no idea of what was in my shopping CALL IN- coupon when I was still in the store? cart?” CENTER STORE SOCIAL WEB Can’t their sales reps see my web Wouldn’t it be nice if they rewarded me order? The Acme rep always for all the friends I have referred? knows all my orders. MOBILE DIRECT When I go online, I can’t easily find what I Why can’t I order an item online and pick it need. It’s too complicated to find my up at my local store? best option24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • WHAT MAKES A GREAT CUSTOMER EXPERIENCE25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE? CONSISTENT VOICE CONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIP26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • How Does a Company Ensure a Great Customer Experience?27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • CUSTOMER ENGAGEMENT CREATING A CONNECTED EXPERIENCE • Create simple, consistent and relevant experience across all touchpoints • Capture all behaviors, transactions and interactions into 360o customer view • Enable customers to do business where, when and how they want28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • DATA MANAGEMENT AND INSIGHT MAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES • Leverage common customer master across all touchpoints and interactions • Personalize all content and offers based on behavior and preferences • Identify gaps and opportunities with real-time operational insight29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • CUSTOMER FULFILLMENT AND SERVICE DELIVER BRAND PROMISE ACROSS LIFECYCLE • Unify order capture, order orchestration and fulfillment to increase efficiency • Enable users with intelligent web self-service and direct support when needed • Increase customer retention and referrals with integrated loyalty programs30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • HOW ORACLE POWERS GREAT CUSTOMER EXPERIENCES31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • COMPLETE CUSTOMER EXPERIENCE (CX) Connect and Engage Engage your Customer Make it Easy and RewardingDeliver on your Brand Promises Know More Insight on your Customer 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • CROSS-CHANNEL INTERACTIONS BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION DYNAMIC PERSONALIZATION CONNECT AND ENGAGE TAILORING CUSTOMER EXPERIENCES OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • REAL-TIME RECOMMENDATIONS LEVERAGE WHAT YOU KNOW. ANTICIPATE WHAT CUSTOMER WANT OPTIMIZE OPERATIONS KNOW MORE QUICKLY IDENTIFY AND RESPOND TO OPPORTUNITIES AND CHALLENGES FIND HIDDEN OPPORTUNITIES IDENTIFY ACTIONABLE PATTERNS34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • CROSS-CHANNEL ORCHESTRATION IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS ASSISTANCE AT THE POINT OF NEED MAKE IT EASY AND REWARDING TRANSFORM YOUR CUSTOMER EXPERIENCE WITH PROACTIVE SUPPORT MAXIMIZE LIFETIME VALUE REWARD HIGH VALUE CUSTOMERS35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • THE POWER OF ORACLE’S COMPLETE CUSTOMER EXPERIENCE (CX)36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Measurable Results Increased Sales, Improved Satisfaction, Lower Costs 30% decrease in CSAT increased to 95% 7X increase in conversion contact center costs rates Reduced agent response Improved cross Sales leads up 50% times 50+% channel consistency 99% self-service rate 7x increase in Increased shopping Net Promoter Score cart size by 25%37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle’s Complete Customer Experience Empowering People, Powering Brands BEST CROSS-CHANNEL BEST CUSTOMER BEST CROSS-CHANNEL ENGAGEMENT EXPERIENCE INSIGHT FULFILLMENT & SERVICE Create a consistent, Connect and analyze data Deliver exceptional order connected & personalized from all interactions to better fulfillment and customer brand experience across all personalize experience and service through web, call channels & devices identify hidden opportunities centers, and social networks • Best-in-class web commerce • Master data management • Best-in-class cross-channel • Best-in-class knowledge base w/ • Customer-centric data model service experience (web, social, guided search & navigation contact center) • Real-time operational insight • Web experience management w/ • Best-in-class knowledge mgmt • Real-time decisions & dynamic content & design recommendations • Cross-channel order capture and • Mobile optimization orchestration • Semantic and pattern analysis of • Social engagement unstructured/structured data • Integrated warranty management • Cross-channel marketing & • Social data & monitoring • Social marketing loyalty38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Choice Of Deployment In The Cloud, On Premise or Both Fusion Fusion Fusion Fusion RightNow Sales and HCM Talent Financials Cloud Service Marketing Social Database Java Data MDM Relationship Service Service Service Service Management39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle’s Complete Customer Experience Empowering People, Powering Brands Best-in-Class Customer Experience Solution End-to-End B2C and B2B Business Processes Multi-channel and Cross-channel Support Social and Mobile Optimization On Premise and in the Cloud Deployments40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle Customer Experience Framework Only Oracle Delivers an End-to-End Customer Lifecycle Solution DIRECT IN-STORE PHONE WEB MOBILE SOCIAL FIELD SERVICE Oracle Customer Experience Interactions Applications (Commerce, Sales, Marketing, Service) Applications Analytical Social Operations Data41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • Oracle Customer Experience Framework Only Oracle Delivers An End-to-end Customer Lifecycle Solution DIRECT IN-STORE PHONE WEB MOBILE SOCIAL FIELD SERVICE Oracle Customer Experience Interactions Need Research Select Purchase Receive Use Maintain Recommend Operations Sales Marketing and Loyalty Commerce Service and Support Planning Campaign Management Select/Browse Self Service Prospecting Community Management Offer/Recommend Agent Assist Opportunity Management Order Management Order Management Account Management Execution Channel Optimization Business Insight Knowledge Management Data Customer Product Content42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.