Slide Transition: The benefit of having a technology stack that is designed to work together is that Oracle can offer comprehensive solutions for competing in the digital economy, whether it’s improving the customer experiencedriving better business outcomes with big dataor adopting transformational technologies such as cloud, mobile, and social – without worrying about how they will integrate with the rest of your system.
Why is customer experience critical ?More Global CompetitorsWhat was once your front door has evolved to a worldwide marketplace of both global and local competitors. Your company, like many, is faced constantly with the challenge of always keeping one step ahead of your competition. The shrinking of your commerce ecosystem around you requires you to be innovative and perfect how you execute your interactions with your global customers.Product CommoditizationYour widgets were once the only game in town. As the product innovation lifecycle has compressed, so have the commoditization of products and services. Global competitions, market segment maturity, squeezing margins, and increasing customer price sensitivity, are all making it harder to sustain brand and product differentiation in the shrinking world we now live in. Your company must constantly innovate not only your products, but how you get your products to market and how you enable your customers and partners to purchase from you. Innovation and segmentation are key to ensure you avoid commoditization of your products. Traditional Marketing Is Less EffectiveTraditional marketing techniques, such as print advertising, direct mail, newspaper inserts to name a few, are not dead, they’re evolving. Today many companies are augmenting their more traditional advertising programs to include digital advertising. Paid and organic search, blogs, social media, email marketing, etc. have broadened the arsenal of methods companies can use to reach their customers and prospects.Customers Are More Easily HeardIt used to be that companies used market research and focus groups to get a pulse of how customers feel about a company and their products. Today, social media, blogs, and product reviews have dramatically tipped the balance between the customer and a company and their products. According to Oracle’s 2011 Customer Experience Impact Report, after a poor customer experience, more than a quarter of consumers (26%) posted a negative comment on a social networking site like Facebook or Twitter for hundreds—even thousands—of their friends and followers to see. The silver lining is that of 22% of consumers who did get a response to their complaint, 19% went on to post a positive comment about the organization.Today customers have more choices, higher expectations, and greater influence. They have taken control of the conversation and forever changed the relationships with brands. Customers decide how, when, and where they want to engage with your brand--whether it's in the store, on the web or over the phone. They expect you to know who they are and what they need, and to seamlessly recognize them at every touch-point. And with the plethora of new social channels amplifying the customer's voice, peers now have greater influence over the buy decisions than traditional marketing. As a result the power has shifted from brands to customers.This shift makes it impossible for companies to sustain meaningful differentiation based solely on price or product. The only option that remains is the customer experience
The primary solution that companies historically used to solving the introduction of new channels was to simply hire a team of people to create a solution for a new channel and provide customers with access to their resources via the latest, greatest device or solution. But as you can see the customer buying journey has become more complex as they bring in different devices, applications, social, and more to the buying process.Today customers expect to be able to traverse across multiple channels seamlessly and start in one channel, be it the Web and continue that conversation with you, the company, in another channel, say the Call Center.As you can see an example…
Connected Experience is one of the key requirements for Better Customer Experience. These days, it is common to use to multiple touch points to make even a single purchase. Thus having interchangeable experiences across touch points is becoming a major focus as channels collapse..------------------------------------------------------------------------------Old comments…..Consumers Feel the Lack of Back-End IntegrationHaving interchangeable experiences across touchpoints is becoming a major focus as channels collapse and consumers engage with multiple touchpoints to make a single purchase.When the survey respondents in a 2012 Oracle Endeca study were asked how well their customers could navigate their brand via multiple touchpoints, the results indicated that there is still much work to be done. Only 8 percent reported an “excellent” experience, that their customers could have a consistent experience across all touchpoints.53 percent said their experience was “fair” or “poor,” with no integrated touchpoints.
User experience seen as the largest opportunity to drive additional revenue. In order to provide better customer experience, it is key to provide dynamic relevant personalized sales experience across all available channels allowing customers to select the channel they feel is most appropriate at that phase of the interaction cycle with the provider.------------------------------------------------------------------------------------When asked to identify the top three areas for investment in 2012, the respondents indicated that continued investment in the customer experience was the top priority, followed by mobile and commerce platforms.User experience seen as the largest opportunity to drive additional revenue. Answering the demand for tailored user experiences, 44 percent of the respondents representing online retailers reported that optimizing the user experience across touchpoints is their top priority for 2012.
No matter which channel is used, customers are expecting consistent experience across all channels. Lack of it leads to poor buying experience, shopping cart abandoning, churn etc…---------------------------------------------------------------------------------------37% of device owners engage in some form of mobile commerce41% of online organizations plan to invest more on the mobile user experiences and integration with their back-end technology
Analyst research has indicated cross-channel commerce can increase the conversions and increase the order values, in some case as much as by 50 %.________________________________________37% of device owners engage in some form of mobile commerce41% of online organizations plan to invest more on the mobile user experiences and integration with their back-end technology
El 1% nada máscumplenlasexpectativas del cliente
Here is how Oracle suite of products enables you to achieve complete and great customer experiences.
Slide Transition: Let’s start with the customer experience, since this ranks at the top of the CEO’s agenda …
¿Qué Estrategia es Viable para Competir?¿Clientes Satisfechos?
¿Los Clientes Satisfechos son Leales? Cliente Tú Competencia Tu problema…
“Es la suma de todas las interaccionesque un cliente tiene con un proveedor de bienes o servicios durante la relación” ¿Qué es Customer Experience? Source: http://en.wikipedia.org/wiki/Customer_experience
El Ciclo de la Experiencia del Cliente COMPRA RECOMIENDA 4 8SELECCIONA 3 COMPRA POSEE 7 MANTIENE Marketing & Ventas Soporte & Servicio 1 5 2 6 INVESTIGA NECESITA RECIBE UTILIZA
SOLUCIONES ORACLE CUSTOMER EXPERIENCE CHANNEL WEB CONTACT CATALOG MOBILE DEVICE EMAIL TABLET SOCIAL IN-STORE CENTER ATG WEB COMMERCEORACLE Customer PERSONALIZACIÓN VENTA BÚSQUEDA GESTIÓN DE ORACLE KNOWLEDGE SELF- ORACLE RETAIL POINT OF PERSONALIZACIÓN WEB ENDECA GUIDED WEB WEB MANAGEMENT SERVICE PoS Experience WEB CONOCIMIENTO SERVICE SEARCH SOCIAL, MARKETING, SALES, SERVICE, LOYALTY ORACLE CRM SOCIAL ORDER MANAGEMENT, PRODUCT MASTER SERVICIO VENTAS LEALTAD MARKETING DISTRIBUTED ORDER ORCHESTRATION POLICY CONTROLLERSOLUCIONES DE GESTIÓN DE ORQUESTACIÓN DE REVENUE MANAGEMENT BILLING AND MODELO DE DATOS DE ENTREGA DE SERVICIOS INDUSTRIA POLÍTICAS PROCESOS INDUSTRIA RAPID OFFER DESIGN AND ORDER DELIVERY REAL-TIME DECISIONS, BUSINESS INTELLIGNECE DATAMDM/ANALÍTICOS DECISIONES EN INTELIGENCIA DE BASE ÚNICA DE BASE ÚNICA DE WAREHOUSING CUSTOMER HUB, PRODUCT HUB TIEMPO REAL NEGOCIO CLIENTES PRODUCTOS POR LINEA DE COMMUNICATIONS DATA MODEL NEGOCIO 25