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II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
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II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz

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  • 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Gestión de la Experiencia del Cliente y eficiencia operacional
  • 2. 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. The Experience Revolution Monday, June 25, 2012 New York City Event Briefing
  • 3. 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  • 4. 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. • Introducción: la transformación social • Gestión de la Experiencia del Cliente • Indicadores de Negocio de CX • Caso de éxito Barceló Hoteles • Objetivos • Proyecto • Beneficios • Eficiencia Operacional • EPM SaaS • ERP SaaS Agenda:
  • 5. 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Plaza de San Pedro, Roma Móvil, Digital, Social y en Cloud La tecnología está cambiando todo
  • 6. 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 7. 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 8. 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 9. 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 10. 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Evolución de las Aplicaciones de Negocio ¿Por qué en cloud? 1. Del PC al servidor corporativo -> ahora del servidor corporativo a la nube. 2. Industrialización de las Funcionalidades. 3. La Funcionalidad es una commodity 4. El valor está en la eficiencia. El SaaS es el modelo más eficiente Y ahora genera ventaja competitiva ¿El dato financiero? ¿La información clientes? ¿Puedo tener sólo una parte en Cloud?
  • 11. 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. CHOICE YOUR DEPLOYMENT ON PREMISE HYBRID PUBLIC CLOUD PRIVATE CLOUD MOBILE DEVICES
  • 12. 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1.-
  • 13. 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2.-
  • 14. 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3.-
  • 15. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Experiencia de Cliente
  • 16. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. *Source: Harris Interactive, Customer Experience Impact Report 2009-2011 De la quejas en redes sociales no son tratadas* 79% Dejan de hacer negocios con una empresa después de una mala experiencia.* 86% De los consumidores ponen comentarios negativos en un ared social después de una mala experiencia de usuario* 26%
  • 17. 17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. *Source: Harris Interactive, Customer Experience Impact Report 2009-2011 Razón para recomendar una empresa: Un servicio por encima de lo esperado* #1 De los consumidores pagaría MAS por una mejor experiencia de cliente* 86%
  • 18. 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. “sé relevante” “sé atractivo” “gánate mi confianza,” “dame más valor” “sé transparente” “minimizame el riesgo” “conoce mi historia”“hazmelo fácil” “sé consistente” “represéntame” “Yo, Aquí, Ahora” “sirve mis necesidades”“prémiame” La Dictadura del Consumidor
  • 19. 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Mobile Social In Store Contact Center Field Service Direct Sales Channel SalesWeb Complete CX Portfolio Oracle Customer Experience Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social
  • 20. 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 21. 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Oracle RightNow Gestión de la Experiencia del Cliente
  • 22. 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Barceló Hoteles
  • 23. 23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Oracle Enterprise Resource Planning
  • 24. 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2.-
  • 25. 25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. THE NEW STANDARD FOR WORK EMBEDDED SOCIAL •Activity Streams provide real time updates •Network at Work allows you to build collaborative teams •Discussion forums fuel collaboration on important topics •Social networking access via Facebook & LinkedIn integration EMBEDDED BI •Dashboards •Real-time Optimization •Decision Support •Multi-dimensional Calculation •Transactional BI •Role Based •What you need to DO •HOW do you get it done •WHO can help you •What do you need to KNOW COMPLETE USER EXPERIENCE
  • 26. 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Part of Oracle Public Cloud Enterprise Resource Planning ERP Supply Chain Management Inventory & Cost Mgmt Shipping & Receiving Product Data Master Supply Chain Performance Reporting Financial Management Financials Expenses Financial Reports Center Risk & Control Mgmt Planning & Budgeting Procurement Purchasing Self Service Procurement Sourcing Procurement Contracts Supplier LifeCycle Project Portfolio Management Project Budgeting & Forecasting Project Costing Project Contracts & Billing Project Performance Reporting Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 27. 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Perfil, Clasificación, Detalle Bancario Evaluaciones Continuas (eRFx/Survey) Contracto Búsqueda Perfil Proveedor, Cualificación, Evaluación de Crédito y Riesgo (eRFx/Survey ) Inactivación Invitación Autoservicio de Registro de Proveedores Análisis de Rendimiento Maestro Proveedores & Homologación de Proveedores
  • 28. 28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Inteligencia de Negocio de la Demanda Gestión Contractual en Negociaciones Maximizar el Valor de los Expertos Analíticas Paquetizadas Contratos Integrados Negociación Colaborativa Negociación Mas inteligente
  • 29. 29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Oracle Planning & Budgeting
  • 30. 30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3.-
  • 31. 31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Hyperion Planning disponible como Servicio Cloud Oracle Planning and Budgeting Cloud Service • Oferta Software-as-a-Service para Planificación y Presupuestación • Gestión de todo el proceso de planificación incluyendo funcionalidad colaborativa y de reporting  Despliegue rápido – con menos costes de entrada y riesgo en la inversión  Permite expandir el presupuesto a una gran comunidad de usuarios a través de su intuitivo interface WEB. Rápido, creación de aplicaciones intuitiva, facilidad de uso simplificada. Accesible desde cualquier navegador web y hoja de cálculo. Mejores Prácticas habilitadas.
  • 32. 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.  Seguimiento del diseño  Comprobar la salud de Actividades Críticas  Identificar Cuellos de Botella  Alertas Basadas en Umbrales Despliegues Eficientes Monitorización y Evaluación del Riesgo
  • 33. 33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 34. 34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 35. 35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 36. 36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Construcción Rápida Mejores Prácticas Implantación Guiada Fácil Administración Fácil Despliegue Planning Budgeting & Cloud Service
  • 37. 37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. cloud.oracle.com Angel Ortiz angel.ortiz@oracle.com
  • 38. 38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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