IImprove your
Customer Experience with
Oracle Fusion MiddlewareOracle Fusion Middleware
Martijn Vlek
Sr Director FMWSr Dir...
Safe Harbor Statement
The following is intended to outline our general product direction It isThe following is intended to...
II.
Digital Adaption Drives
New Business ChallengesNew Business Challenges
Copyright © 2013, Oracle and/or its affiliates....
Behaviours are Rapidly Evolving
St Peter’s Square Rome
Copyright © 2013, Oracle and/or its affiliates. All rights reserved...
Behaviours are Rapidly Evolving
Always SharingAlways Connected Always Aware
Copyright © 2013, Oracle and/or its affiliates...
Social AdaptionChanging Behaviors Mobile Transformation
CREATING
MASSIVE
Harder To
Differentiate,
MASSIVE
DISRUPTIONS
Comp...
of consumers post negative
comments to social sites
26%
EADING TO
comments to social sites
after a bad experience.
LEADING...
IIII.
Customer Experience is
the New Differentiatorthe New Differentiator
Copyright © 2013, Oracle and/or its affiliates. ...
86%of consumers will pay
86%of consumers will pay
MORE for a better
customer experience
Copyright © 2013, Oracle and/or it...
cus·tom·er ex·pe·ri·ence
The sum of all experiences a consumer hasThe sum of all experiences a consumer has
with a supplie...
CREATING GREAT EXPERIENCES
IS THE IMPERATIVEIS THE IMPERATIVE
AGENCY
WORKSITEEngage me Meet myDIRECT
SALES
WORKSITEEngage ...
The Goal: Aligning Brand Promise and Reality
BUY
M k t & S ll
OWN
S t & SMarket & Sell Support & Serve
Copyright © 2013, O...
IIIIII.
The Challenges Of
Customer ExperienceCustomer Experience
Copyright © 2013, Oracle and/or its affiliates. All right...
What Do Customers Expect from Great Experiences?p p
CONSISTENT VOICE
CONNECTED INTERACTIONSCONNECTED INTERACTIONS
PERSONAL...
Today’s Customer Journeys are Complex
WEBCONT
NEED
RESEARCH
SELECT PURCHASE
MAINTAIN
RECOMMEND
RECEIVE
USE
Comparison Site...
Bad Experiences Drive Customer Decisions
BUY
M k t & S ll
OWN
S t & SMarket & Sell Support & Serve
Copyright © 2013, Oracl...
Broken Journeys Drive Customers Away
NEED
RESEARCH
SELECT PURCHASE
MAINTAIN
RECOMMEND
RECEIVE
USE
Comparison Site
Order On...
CX is a Top Priority for Enterprises
But there is a huge execution GapBut there is a huge execution Gap
38%91%
Nearly all ...
IVIV.
Improving Customer
ExperienceExperience
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.19
Improving CX 1: Identify and Solve weak points
BUY
M k t & S ll
OWN
S t & SMarket & Sell Support & Serve
Copyright © 2013,...
Improving CX 2: Enable seamless journeys
WEBCONT
NEED
RESEARCH
SELECT PURCHASE
MAINTAIN
RECOMMEND
RECEIVE
USE
Comparison S...
VV.
The Benefits Of
Customer ExperienceCustomer Experience
Copyright © 2013, Oracle and/or its affiliates. All rights rese...
Experiences Drive Business Value
BUY
Market & Sell
OWN
Support & Serve
CX = A + R + E
Acquisition Retention Efficiency
Cop...
Achieve Sustainable Business Growth & Profit
CX = A + R + E
RETENTION
(MONETIZE RELATIONSHIPS)
ACQUISITION
(INCREASE SALES...
Strategic Value
Fixing CX 1:
Identify and Solve weak points
Fixing CX 2:
Enable seamless journeys
 Tactical improvements
...
VIVI.
Oracle enables Customer
Experience LeadershipExperience Leadership
Copyright © 2013, Oracle and/or its affiliates. A...
The Challenge to enable seamless journeys
Cross-Channel & Cross-Device User Engagement with WebCenterCross-Channel & Cross...
Engineered
to work together
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.28
Engineered to work together
Oracle
Applications
Fusion
Applications
Third Party
Applications
Oracle F sion Middle areOracl...
Oracle CX Portfolio
I C t t
Mobile
Social
In
Store
Contact
Center Field
Service Direct
Sales
ChannelWeb
CX for
Marketing
C...
VIIVII.
Seamless Online
Cross ChannelCross Channel
Customer Experience with
Oracle WebCenter
Copyright © 2013, Oracle and/...
Engage. Empower. Extend.
Connect the Online Customer Experience with Oracle WebCenterConnect the Online Customer Experienc...
MULTI-CHANNEL
RELEVANT AND PERSONALIZED
ENGAGE YOUR CUSTOMERS
SOCIAL AND INTERACTIVE
MULTILINGUAL
Copyright © 2013, Oracle...
Multi-channel
Engage Customers Consistently Across Web and Mobile ChannelsEngage Customers Consistently Across Web and Mob...
Multi-channel
Engage Employees by providing Real time informationEngage Employees by providing Real time information
• SNC...
Relevant
Personalize the Site Visitor Experience with Targeting
 Target content and campaigns to customers
Personalize th...
Social
Encourage Interaction Through Social Computing
• Create blogs and enable user-generated
content (UGC) such as comme...
Multilingual
Engage Customers in Their Native LanguageEngage Customers in Their Native Language
• Provide articles, pages ...
SCALE COST EFFECTIVELY
MODERATE UGC CENTRALLY
GAIN INSIGHT WITH ANALYTICS
EMPOWER YOUR BUSINESS
EASE SITE AUTHORING
Copyri...
Scale
Cost-effectively Grow Your Online Presence to Meet Global NeedsCost effectively Grow Your Online Presence to Meet Gl...
Moderate
Easily Manage User-generated Content to Enterprise StandardsEasily Manage User generated Content to Enterprise St...
Analyze
Leverage Granular Content Analytics to Improve EngagementLeverage Granular Content Analytics to Improve Engagement...
Create
Empower Business Users with Intuitive Authoring ToolsEmpower Business Users with Intuitive Authoring Tools
• Enable...
Create
Empower Business Users with Intuitive Authoring ToolsEmpower Business Users with Intuitive Authoring Tools
Copyrigh...
AUTOMATE TARGETING
ENHANCE SEARCH AND NAVIGATION
ENABLE SELF-SERVICE
EXTEND THE EXPERIENCE
INTEGRATE COMMERCE
Copyright © ...
Target
Oracle WebCenter Sites & Oracle Real-Time Decisions (RTD)Oracle WebCenter Sites & Oracle Real Time Decisions (RTD)
...
Navigate
Oracle WebCenter Sites & Oracle EndecaOracle WebCenter Sites & Oracle Endeca
• Endeca delivers more precise, rele...
Service
Oracle WebCenter Sites & Oracle WebCenter PortalOracle WebCenter Sites & Oracle WebCenter Portal
• Unify the onlin...
Sell
Oracle WebCenter Sites & Oracle ATG CommerceOracle WebCenter Sites & Oracle ATG Commerce
• Unify the online experienc...
Sell
Oracle WebCenter Sites & Oracle ATG CommerceOracle WebCenter Sites & Oracle ATG Commerce
Copyright © 2013, Oracle and...
VIIIVIII.
Five Visionary
FMW Customer ExamplesFMW Customer Examples
Copyright © 2013, Oracle and/or its affiliates. All ri...
AUTOMOTIVE
Removing the Gap between Marketing and Products for unspoiled Product Bonding
AUTOMOTIVE
Removing the Gap betwe...
OIL & GAS / UTILITIESOIL & GAS / UTILITIESOIL & GAS / UTILITIES
Seamless Delivery Quality across Channels for Service and ...
BANKING
Bridging Online Marketing with eCommerce concepts
BANKING
Bridging Online Marketing with eCommerce concepts
Copyri...
FINANCE
Automated Self Service Loan Application Saves Time
FINANCE
Automated Self Service Loan Application Saves Time
Copy...
PUBLIC SERVICESPUBLIC SERVICES
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.61
Pursuing ultimate Ci...
VIIVII.
Enabling Customer
Experience at KPNExperience at KPN
Copyright © 2013, Oracle and/or its affiliates. All rights re...
Enabling Customer Experience at KPN
OVERVIEW
 Based in The Netherlands, KPN is
a leading telecommunications and
IT servic...
Enabling Customer Experience at KPN
GOALS & CHALLENGES
 Has aggressive goals for improving
customer satisfaction metrics ...
KPN Online Strategy
Personal dialogue on any digital online KPN channel on any device
We offer on any relevant website for...
KPN and Oracle CX Architecture
WEBLOGIC WEBCENTER IDENTITY
PORTAL MGMT
E BUSINESS SIEBEL RIGHTNOW
SITES & CONTENT
E-BUSINE...
KPN’s Multi-Channel Strategy
Customer experience anytime anyplace
 KPN will connect there main channels (shops, personal ...
Want to WOW youry
customers?
Engage Oracle in a free
W b E iWeb Experience
Innovation Workshop
Oracle enables personalized...
Join the Conversation
Engage with Oracle Experts, share
knowledge and experiences at your
convenience. Keep up with Oracle...
Questions?
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.70
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.71
Customer Experience the new differentiator
Customer Experience the new differentiator
Customer Experience the new differentiator
Customer Experience the new differentiator
Customer Experience the new differentiator
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Customer Experience the new differentiator

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The customer journey became more complex. Brand positioning is just the beginning. Customer Experience is the new differentiator.
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Customer Experience the new differentiator

  1. 1. IImprove your Customer Experience with Oracle Fusion MiddlewareOracle Fusion Middleware Martijn Vlek Sr Director FMWSr Director FMW Oracle EMEA
  2. 2. Safe Harbor Statement The following is intended to outline our general product direction It isThe 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.y, p g p g The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2
  3. 3. II. Digital Adaption Drives New Business ChallengesNew Business Challenges Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3
  4. 4. Behaviours are Rapidly Evolving St Peter’s Square Rome Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 St. Peter s Square, Rome
  5. 5. Behaviours are Rapidly Evolving Always SharingAlways Connected Always Aware Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
  6. 6. Social AdaptionChanging Behaviors Mobile Transformation CREATING MASSIVE Harder To Differentiate, MASSIVE DISRUPTIONS Compete And Win Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6
  7. 7. of consumers post negative comments to social sites 26% EADING TO comments to social sites after a bad experience. LEADING TO UNINTENDEDof customers stop doing b i ft b d 89% UNINTENDED RESULTS business after one bad experience. of employees today are not 69% Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7 of employees today are not engaged in their jobs. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf
  8. 8. IIII. Customer Experience is the New Differentiatorthe New Differentiator Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8
  9. 9. 86%of consumers will pay 86%of consumers will pay MORE for a better customer experience Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 Source: Harris Interactive, Customer Experience Impact Report 2009-2011
  10. 10. cus·tom·er ex·pe·ri·ence The sum of all experiences a consumer hasThe sum of all experiences a consumer has with a supplier of goods or services, over the duration of their relationship with that supplier. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10 http://en.wikipedia.org/wiki/Customer_experience
  11. 11. CREATING GREAT EXPERIENCES IS THE IMPERATIVEIS THE IMPERATIVE AGENCY WORKSITEEngage me Meet myDIRECT SALES WORKSITEEngage me Everywhere Meet my Expectations! CONTACT CENTER SOCIAL TELE- MARKETING MOBILE Know me, Wow me! Understand me, Reward me! Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11 WEB
  12. 12. The Goal: Aligning Brand Promise and Reality BUY M k t & S ll OWN S t & SMarket & Sell Support & Serve Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12
  13. 13. IIIIII. The Challenges Of Customer ExperienceCustomer Experience Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13
  14. 14. What Do Customers Expect from Great Experiences?p p CONSISTENT VOICE CONNECTED INTERACTIONSCONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIPREWARDING RELATIONSHIP Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14
  15. 15. Today’s Customer Journeys are Complex WEBCONT NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Comparison Site Order Online Order Online WEB CONT ACT CENT ER IN- STOR Visit Retail Store Chat Pickup Local Store Kiosk Change Order Browse Call for Info about Add-on Accessories CONTACT CENTER IN-STORE ECATA LOG MOBI LE W b S h Product Info Select Product Browse Catalog CATALOG MOBILE LE EMAI L SOCI AL Read Reviews Web Search Ask Facebook Friends For Recommendations Email Order Confirm w/Rec Tweet About Purchase Experience Ask for Help on Community Chat Room EMAIL SOCIAL Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15 AL Purchase Experience Community Chat Room
  16. 16. Bad Experiences Drive Customer Decisions BUY M k t & S ll OWN S t & SMarket & Sell Support & Serve Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16
  17. 17. Broken Journeys Drive Customers Away NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Comparison Site Order Online Order Online WEB Visit Retail Store Chat Pickup Local Store Kiosk Change Order Browse Call for Info about Add-on Accessories CONTACT CENTER IN-STORE W b S h Product Info Select Product Browse Catalog CATALOG MOBILE Read Reviews Web Search Ask Facebook Friends For Recommendations Email Order Confirm w/Rec Tweet About Purchase Experience Ask for Help on Community Chat Room EMAIL SOCIAL Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17 Purchase Experience Community Chat Room
  18. 18. CX is a Top Priority for Enterprises But there is a huge execution GapBut there is a huge execution Gap 38%91% Nearly all businesses 16% Only 38% Are just getting started with a formal CX initiative 91% wish to be considered a CX leader in their industry 16% Consider their CX initiative to be advancedCX initiativeindustry to be advanced Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18 Source: “Global Insights on Succeeding in the Customer Experience Era,” February 2013
  19. 19. IVIV. Improving Customer ExperienceExperience Copyright © 2013, Oracle and/or its affiliates. All rights reserved.19
  20. 20. Improving CX 1: Identify and Solve weak points BUY M k t & S ll OWN S t & SMarket & Sell Support & Serve Copyright © 2013, Oracle and/or its affiliates. All rights reserved.20
  21. 21. Improving CX 2: Enable seamless journeys WEBCONT NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Comparison Site Order Online Order Online WEB NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE WEB CONT ACT CENT ER IN- STOR Visit Retail Store Chat Pickup Local Store Kiosk Change Order Browse Call for Info about Add-on Accessories CONTACT CENTER IN-STORE CONTACT CENTER IN-STORE ECATA LOG MOBI LE W b S h Product Info Select Product Browse Catalog CATALOG MOBILE CATALOG MOBILE LE EMAI L SOCI AL Read Reviews Web Search Ask Facebook Friends For Recommendations Email Order Confirm w/Rec Tweet About Purchase Experience Ask for Help on Community Chat Room EMAIL SOCIAL EMAIL SOCIAL Copyright © 2013, Oracle and/or its affiliates. All rights reserved.21 AL Purchase Experience Community Chat Room
  22. 22. VV. The Benefits Of Customer ExperienceCustomer Experience Copyright © 2013, Oracle and/or its affiliates. All rights reserved.22
  23. 23. Experiences Drive Business Value BUY Market & Sell OWN Support & Serve CX = A + R + E Acquisition Retention Efficiency Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23 Leverage InvestmentsIncrease Sales Monetize RelationshipsCustomer Experience
  24. 24. Achieve Sustainable Business Growth & Profit CX = A + R + E RETENTION (MONETIZE RELATIONSHIPS) ACQUISITION (INCREASE SALES) EFFICIENCY (LEVERAGE INVESTMENTS) INCREASE BRAND EQUITY INCREASE SHARE OF WALLET DRIVE LOYALTY INCREASE ROIC / EVA INCREASE PRODUCTIVITY GENERATE MORE OPPORTUNITIES BRAND EQUITY INCREASE MARKET SHARE LOYALTY DRIVE ADVOCACY PRODUCTIVITY DECREASE COST OF OPERATIONS Copyright © 2013, Oracle and/or its affiliates. All rights reserved.24
  25. 25. Strategic Value Fixing CX 1: Identify and Solve weak points Fixing CX 2: Enable seamless journeys  Tactical improvements  Clear effort, risk and benefits  Quick win solutions  Strategic longterm program  Transformational business change  Multiple solutions and integrations Oracle CX SolutionsOracle CX Solutions & Strategic CX Partners Solution Specialists System Integrators Digital Agencies Business Consultancies Copyright © 2013, Oracle and/or its affiliates. All rights reserved.25 Solution Specialists System Integrators Digital Agencies Business Consultancies
  26. 26. VIVI. Oracle enables Customer Experience LeadershipExperience Leadership Copyright © 2013, Oracle and/or its affiliates. All rights reserved.26
  27. 27. The Challenge to enable seamless journeys Cross-Channel & Cross-Device User Engagement with WebCenterCross-Channel & Cross-Device User Engagement with WebCenter Process-, Service- & Data-Integration Oracle Fusion Middleware Process-, Service- & Data-Integration Oracle Fusion Middleware Copyright © 2013, Oracle and/or its affiliates. All rights reserved.27
  28. 28. Engineered to work together Copyright © 2013, Oracle and/or its affiliates. All rights reserved.28
  29. 29. Engineered to work together Oracle Applications Fusion Applications Third Party Applications Oracle F sion Middle areOracle Fusion Middleware Business Process M Content M Business I lli Web Social Mobile User Engagement Management Management Intelligence Identity Management & Security Service Integration Data Integration Development Tools Cloud Application Foundation Enterprise Management Copyright © 2013, Oracle and/or its affiliates. All rights reserved.29
  30. 30. Oracle CX Portfolio I C t t Mobile Social In Store Contact Center Field Service Direct Sales ChannelWeb CX for Marketing CX for Marketing CX for Commerce CX for Commerce CX for Sales CX for Sales CX for Service CX for Service Sales Web CX FoundationCX Foundation Copyright © 2013, Oracle and/or its affiliates. All rights reserved.30
  31. 31. VIIVII. Seamless Online Cross ChannelCross Channel Customer Experience with Oracle WebCenter Copyright © 2013, Oracle and/or its affiliates. All rights reserved.31
  32. 32. Engage. Empower. Extend. Connect the Online Customer Experience with Oracle WebCenterConnect the Online Customer Experience with Oracle WebCenter ENGAGE EMPOWER EXTENDENGAGE Your Customers with Relevant, Interactive, multi- channel Experiences EMPOWER Your Business to Deliver Engaging Online Customer Experiences EXTEND The Experience Through Integration with Other Customer Experience Apps Copyright © 2013, Oracle and/or its affiliates. All rights reserved.32
  33. 33. MULTI-CHANNEL RELEVANT AND PERSONALIZED ENGAGE YOUR CUSTOMERS SOCIAL AND INTERACTIVE MULTILINGUAL Copyright © 2013, Oracle and/or its affiliates. All rights reserved.33
  34. 34. Multi-channel Engage Customers Consistently Across Web and Mobile ChannelsEngage Customers Consistently Across Web and Mobile Channels • Manage traditional and mobile websitesg 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 support Copyright © 2013, Oracle and/or its affiliates. All rights reserved.39
  35. 35. Multi-channel Engage Employees by providing Real time informationEngage Employees by providing Real time information • SNCF is one of the world’s largest railg operators, running more than 15,000 trains over nearly 20,000 miles of track. No fewer than 16,000 train drivers are employed by SNCF to operate both passenger and freightSNCF to operate both passenger and freight trains in urban and rural settings Reuse content and layouts from the traditional web presence SNCF t i d i t h t• SNCF train drivers can use a smartphone to perform essential tasks such as checking planned routes, driving trains and filing daily reports. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.40 • Running on Oracle ESB & Coherence
  36. 36. Relevant Personalize the Site Visitor Experience with Targeting  Target content and campaigns to customers 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 engineg  Base segmentation on implicit and/or explicit criteria  Target at a granular level based on visitorTarget at a granular level based on visitor membership in multiple segments Copyright © 2013, Oracle and/or its affiliates. All rights reserved.41
  37. 37. Social Encourage Interaction Through Social Computing • Create blogs and enable user-generated content (UGC) such as comments, Encourage Interaction Through Social Computing ( ) , reviews, ratings and polling • Facilitate social participation by enabling visitors to log in with their Facebook or T i ID f h bTwitter IDs out-of-the-box • Enable users to share content they like with Facebook and Twitter out-of-the-box E t d i l h i d l i t 20+• Extend social sharing and log in to 20+ social networks • Utilize UGC such as ratings or reviews to dynamically drive the content of your site Copyright © 2013, Oracle and/or its affiliates. All rights reserved.42 dynamically drive the content of your site
  38. 38. Multilingual Engage Customers in Their Native LanguageEngage Customers in Their Native Language • Provide articles, pages and sites in multiple languageslanguages • Manage multiple translations from the same business user interface • Easily select and manage what toy g translate, when and by who • Integrate with third-party automated, crowd-sourced, and expert translation services • Deliver multilingual experiences across thousands of devices Copyright © 2013, Oracle and/or its affiliates. All rights reserved.43
  39. 39. SCALE COST EFFECTIVELY MODERATE UGC CENTRALLY GAIN INSIGHT WITH ANALYTICS EMPOWER YOUR BUSINESS EASE SITE AUTHORING Copyright © 2013, Oracle and/or its affiliates. All rights reserved.44
  40. 40. Scale Cost-effectively Grow Your Online Presence to Meet Global NeedsCost effectively Grow Your Online Presence to Meet Global Needs St li d lti it & ltili l• Streamlined multisite & multilingual management • High performance delivery of rich media driven sitesmedia driven sites • Scalable dynamic delivery of personalized content • Re use digital assets & other content• Re-use digital assets & other content across multiple sites Copyright © 2013, Oracle and/or its affiliates. All rights reserved.45
  41. 41. Moderate Easily Manage User-generated Content to Enterprise StandardsEasily Manage User generated Content to Enterprise Standards • Encourage social interaction while• 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 moderation Copyright © 2013, Oracle and/or its affiliates. All rights reserved.46
  42. 42. Analyze Leverage Granular Content Analytics to Improve EngagementLeverage Granular Content Analytics to Improve Engagement Track aggregate usage of content assets• Track aggregate usage of content assets across pages & sites • Track effectiveness of targeted site content for user segmentsfor user segments • Visualize results with in-context reporting • Understand site usage via behavioural trackingt ac g • Access comprehensive reports or create your own Copyright © 2013, Oracle and/or its affiliates. All rights reserved.47
  43. 43. Create Empower Business Users with Intuitive Authoring ToolsEmpower Business Users with Intuitive Authoring Tools • Enable marketers and line of business• Enable marketers and line-of-business teams • Simplify site creation and management • Reduce reliance on IT for day-to-day site• Reduce reliance on IT for day-to-day site maintenance • Empower the business to deliver on customer experience initiativesp Copyright © 2013, Oracle and/or its affiliates. All rights reserved.48
  44. 44. Create Empower Business Users with Intuitive Authoring ToolsEmpower Business Users with Intuitive Authoring Tools Copyright © 2013, Oracle and/or its affiliates. All rights reserved.49
  45. 45. AUTOMATE TARGETING ENHANCE SEARCH AND NAVIGATION ENABLE SELF-SERVICE EXTEND THE EXPERIENCE INTEGRATE COMMERCE Copyright © 2013, Oracle and/or its affiliates. All rights reserved.50 INTEGRATE COMMERCE
  46. 46. Target Oracle WebCenter Sites & Oracle Real-Time Decisions (RTD)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 Sites • Automates multivariate testing & optimization so marketers learn what works in real time Copyright © 2013, Oracle and/or its affiliates. All rights reserved.51
  47. 47. Navigate Oracle WebCenter Sites & Oracle EndecaOracle WebCenter Sites & Oracle Endeca • Endeca delivers more precise, relevant & complete search results on WebCentercomplete search results on WebCenter Sites driven websites • Enable site visitors to more effectively find information with guided navigationinformation with guided navigation • Optimize search by indexing website content & pushing search results back into C SWebCenter Sites • Embed faceted search & navigation within the Sites contributor environment Copyright © 2013, Oracle and/or its affiliates. All rights reserved.52
  48. 48. Service Oracle WebCenter Sites & Oracle WebCenter PortalOracle WebCenter Sites & Oracle WebCenter Portal • Unify the online experience across• Unify the online experience across marketing & self-service sites: • Cross-sell promotions & offers on your marketing site to customers via your self-marketing site to customers via your self- service site • Embed dynamic web content into a self- service portalservice portal • Integrate portlets within a marketing site to expose back-end application data Copyright © 2013, Oracle and/or its affiliates. All rights reserved.53
  49. 49. Sell Oracle WebCenter Sites & Oracle ATG CommerceOracle WebCenter Sites & Oracle ATG Commerce • Unify the online experience across k ti d i & d i itmarketing-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 customers Copyright © 2013, Oracle and/or its affiliates. All rights reserved.54
  50. 50. Sell Oracle WebCenter Sites & Oracle ATG CommerceOracle WebCenter Sites & Oracle ATG Commerce Copyright © 2013, Oracle and/or its affiliates. All rights reserved.55
  51. 51. VIIIVIII. Five Visionary FMW Customer ExamplesFMW Customer Examples Copyright © 2013, Oracle and/or its affiliates. All rights reserved.56
  52. 52. AUTOMOTIVE Removing the Gap between Marketing and Products for unspoiled Product Bonding AUTOMOTIVE Removing the Gap between Marketing and Products for unspoiled Product Bonding Copyright © 2013, Oracle and/or its affiliates. All rights reserved.57
  53. 53. OIL & GAS / UTILITIESOIL & GAS / UTILITIESOIL & GAS / UTILITIES Seamless Delivery Quality across Channels for Service and Loyalty OIL & GAS / UTILITIES Seamless Delivery Quality across Channels for Service and Loyalty Mobile WebsiteMobile Website Mobile AppMobile App Copyright © 2013, Oracle and/or its affiliates. All rights reserved.58
  54. 54. BANKING Bridging Online Marketing with eCommerce concepts BANKING Bridging Online Marketing with eCommerce concepts Copyright © 2013, Oracle and/or its affiliates. All rights reserved.59
  55. 55. FINANCE Automated Self Service Loan Application Saves Time FINANCE Automated Self Service Loan Application Saves Time Copyright © 2013, Oracle and/or its affiliates. All rights reserved.60
  56. 56. PUBLIC SERVICESPUBLIC SERVICES Copyright © 2013, Oracle and/or its affiliates. All rights reserved.61 Pursuing ultimate Citizen Service Satisfaction by means of PersonalizationPursuing ultimate Citizen Service Satisfaction by means of Personalization
  57. 57. VIIVII. Enabling Customer Experience at KPNExperience at KPN Copyright © 2013, Oracle and/or its affiliates. All rights reserved.62
  58. 58. Enabling Customer Experience at KPN OVERVIEW  Based in The Netherlands, KPN is a leading telecommunications and IT service provider. The company offers internet The company offers internet, phone and cable TV services for the consumer market, as well as complete telecom and IT services for businessesfor businesses  Services are offered under multiple brands in Benelux and Germany Copyright © 2013, Oracle and/or its affiliates. All rights reserved.63
  59. 59. Enabling Customer Experience at KPN GOALS & CHALLENGES  Has aggressive goals for improving customer satisfaction metrics and reputation ranking  Sought to reduce customer service Sought to reduce customer service calls and associated costs by improving online, billing, call center, and delivery experiences  Desired one online architecture Desired one online architecture that could enable a unified and engaging experience across multiple channels and brands Copyright © 2013, Oracle and/or its affiliates. All rights reserved.64
  60. 60. KPN Online Strategy Personal dialogue on any digital online KPN channel on any device We offer on any relevant website for KPN - KPN online channel - and / or device one consistent customer experience, which we always based on customer behavior and knowledge of the most relevant and smart - for KPN and VISITOR - information, inspiration, solutions, offers and services Personal dialogue on any digital online KPN channel on any device , p , , Same recognizable 1 customer experience – interactions – one formula , relevance and personalization on any device (desktop/laptop/tablet/smartphone) from one online architecture- Copyright © 2013, Oracle and/or its affiliates. All rights reserved.65 multisite, multibrand & cross channel ready.
  61. 61. KPN and Oracle CX Architecture WEBLOGIC WEBCENTER IDENTITY PORTAL MGMT E BUSINESS SIEBEL RIGHTNOW SITES & CONTENT E-BUSINESS SUITE SIEBEL CRM RIGHTNOW BILL PRESENTMENT CUSTOMER & PRODUCT ASSET DATA FAQs Copyright © 2013, Oracle and/or its affiliates. All rights reserved.66
  62. 62. KPN’s Multi-Channel Strategy Customer experience anytime anyplace  KPN will connect there main channels (shops, personal sales) Customer experience anytime, anyplace, anywhere and on any device ( p , p ) by using one CX platform based on our Online Channel Webcenter Architecture.  Then KPN will be able to manage the customer interactions across channels by have one single version of the truth.  For 2013 the challenge is to connect Social CRM d k th t j d f M biland make the customer journeys ready for Mobile Also making next steps for cross-channel integration shops/retail/online/apps with our new media agents. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.67
  63. 63. Want to WOW youry customers? Engage Oracle in a free W b E iWeb Experience Innovation Workshop Oracle enables personalized and highly relevant interactions throughout the customer lifecycle and across all channels Copyright © 2013, Oracle and/or its affiliates. All rights reserved.68
  64. 64. Join the Conversation Engage with Oracle Experts, share knowledge and experiences at your convenience. Keep up with Oracle WebCenter topics and trends AccessWebCenter topics and trends. Access Oracle WebCenter content easily, including events, webcasts, white papers and more. facebook.com/webcenter twitter.com/oraclewebcenter blogs.oracle.com/webcenter slideshare.net/oraclewebcenter linkd.in/ORCL_Social Copyright © 2013, Oracle and/or its affiliates. All rights reserved.69
  65. 65. Questions? Copyright © 2013, Oracle and/or its affiliates. All rights reserved.70
  66. 66. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.71
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