The Customer ExperienceImperativePaolo MarazitiSenior DirectorEMEA Customer Experience BusinessSolutions Strategypaolo.mar...
Technology Is Exploding         Social                                                               Mobile               ...
Behaviors Are Rapidly EvolvingAlways Connected                                                                            ...
Expectations And Demands Are Rising      More Options                                                                     ...
Creating Massive Disruptions       Greater                                                                                ...
With Ineffective Responses        The Same Approaches No Longer Work                                           LACK OF    ...
Resulting In Significant Business Impact Harder to acquire new customers                                                 ...
70% of European consumers have                                                                                        24% ...
Factors Encouraging Consumers to Pay        More for a Better Customer Experience                                         ...
The Customer Lifecycle Journey                                                                                            ...
Across Different Channels                                                                                                 ...
Meet the Expectations of Different Customers 12   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   I...
MEET THE EXPECTATIONS OF THE                      “MILLENIAL” GENERATION                                          RECOMMEN...
We Are The Future.wmv
RECOMMEND                                                                                                                 ...
MEET THE EXPECTATIONS OF THE                          “Y” GENERATION                                         RESEARCH & SE...
We Are The Future.wmv
RESEARCH &                                                                                                                ...
MEET THE EXPECTATIONS OF THE                          “X” GENERATION                                         PURCHASE & RE...
We Are The Future.wmv
PURCHASE &                                                                                                                ...
MEET THE EXPECTATIONS OF THE                    “BABY BOOMER” GENERATION                                                  ...
We Are The Future.wmv
USE &                                                                                                                     ...
Inspire me                                                                                               Empower me       ...
The Customer Experience Approach   Understand                                                                             ...
INFUSE INSIGHT WITH SOCIAL LEARNING                                                                                       ...
UNDERSTAND…Your Customer         Your Experience Today                                                                    ...
CX Capabilities That Help You Understand         “Gain The Confidence To Rethink, Compete And Win”                    Infu...
MAKE SELF-SERVICE EXPERIENCES EASY AND REWARDING                                                                          ...
EMPOWER… Your People                                          ?                                                        ?  ...
CX Capabilities That Help You To Empower     “Learn The Discipline To Drive And Scale Success”     Make Self-service Exper...
EXECUTE WITH AGILITY FROM CLOUD DEPLOYMENTS                                                                               ...
ADAPT… Your Experiences                                                                                                   ...
CX Capabilities That Help You To Adapt         “Drive Innovation To Achieve And Sustain Leadership”      Connect the Inter...
Starbucks      A story of suCXess36   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Insert Inform...
The CX journey at Starbucks (recent steps)      A story of suCXess37   Copyright © 2012, Oracle and/or its affiliates. All...
Starbucks      A story of suCXess38   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Insert Inform...
Build a CX Enterprise                                                         Web                                         ...
The Oracle Customer Experience Portfolio                                                                                  ...
The Oracle Customer Experience Solution                Web                            Mobile                           Soc...
Invest in Knowing your Customer’s Journeys         Attend a CX Journey Mapping Workshop                                   ...
43   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Insert Information Protection Policy Classific...
44   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Insert Information Protection Policy Classific...
Join The Oracle CX Revolution     Read                                                                        blogs.oracle...
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The Customer Experience Imperative, Paolo Maraziti, Senior Director, Oracle

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CX Summit, 24.01.2013

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Transcript of "The Customer Experience Imperative, Paolo Maraziti, Senior Director, Oracle "

  1. 1. The Customer ExperienceImperativePaolo MarazitiSenior DirectorEMEA Customer Experience BusinessSolutions Strategypaolo.maraziti@oracle.com @PaoloMarazitiJanuary 24, 2013Warsaw1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  2. 2. Technology Is Exploding Social Mobile Data Cloud The Rate Of Innovation Has Accelerated2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  3. 3. Behaviors Are Rapidly EvolvingAlways Connected Always Sharing Always Aware The Rate Of Adoption Is Unprecedented3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  4. 4. Expectations And Demands Are Rising More Options More Access More Influence Increasing At Home, Where You Buy & Where You Work4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  5. 5. Creating Massive Disruptions Greater Media Global Commoditization Explosion Competition Making It Harder To Differentiate, Compete And Win5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  6. 6. With Ineffective Responses The Same Approaches No Longer Work LACK OF Agility | Insight | Expertise Efficiency | Scalability | InnovationEngagement | Sustainability | Differentiation6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  7. 7. Resulting In Significant Business Impact Harder to acquire new customers Disruptive Change to drive revenue Increasing complexity to achieve Increasing Complexity and retain profitable relationships More difficult to leverage and grow investments efficiently Ineffective Execution Creating An Inability to Sustain Grow & Profit7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  8. 8. 70% of European consumers have 24% of European consumers are 81% of European consumers are stopped buying goods or services ‘rarely / never’ satisfied following a willing to pay more for a betterfrom a company after experiencing customer service engagement customer experience poor customer service64% of those consumers went on to 44% of European consumers are make future purchases willing to pay more than 5% from the company’s competitors for a better customer experience8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  9. 9. Factors Encouraging Consumers to Pay More for a Better Customer Experience 20% 40% 26% Top Five Factors that European Consumers 32% 35% Will Pay More For Improve the Overall CX Ensure questions can be easily asked Adopt an easy returns policy Improve overal website usability Provide customer with a more tailored / personalised Cx9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  10. 10. The Customer Lifecycle Journey “Represent Me” “Reward Me” “Serve MY Needs” “Minimize The Risk” “Earn My Trust,” “Make It Easy” “Know My History” “Be Relevant” “Give Me More Value” “Engage Me” “Be Consistent” “Be Transparent” Deliver The Experiences That YOUR Customers Want10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  11. 11. Across Different Channels MAINTAIN / NEED / RESEARCH SELECT PURCHASE RECEIVE / USE RECOMMEND Web Mobile Social In-store KiosksCall center 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  12. 12. Meet the Expectations of Different Customers 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  13. 13. MEET THE EXPECTATIONS OF THE “MILLENIAL” GENERATION RECOMMEND & NEED13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  14. 14. We Are The Future.wmv
  15. 15. RECOMMEND & NEED15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  16. 16. MEET THE EXPECTATIONS OF THE “Y” GENERATION RESEARCH & SELECT16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  17. 17. We Are The Future.wmv
  18. 18. RESEARCH & SELECT18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  19. 19. MEET THE EXPECTATIONS OF THE “X” GENERATION PURCHASE & RECEIVE19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  20. 20. We Are The Future.wmv
  21. 21. PURCHASE & RECEIVE21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  22. 22. MEET THE EXPECTATIONS OF THE “BABY BOOMER” GENERATION USE & MAINTAIN22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  23. 23. We Are The Future.wmv
  24. 24. USE & MAINTAIN24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  25. 25. Inspire me Empower me Web Mobile Mail Serve me Recognise me Store Social Engage me @ Reward me E-mail25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  26. 26. The Customer Experience Approach Understand Empower AdaptUnify and capture insights to Cultivate and empower a Develop and leverage agile better understand who to relationship ecosystem which experiences that dynamically serve, how to serve, and aligns to your strategy and adapt to evolving customer and when to serve scales your engagements business needs 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  27. 27. INFUSE INSIGHT WITH SOCIAL LEARNING HARVEST INSIGHT FROM COLLECTIVE KNOWLEDGE LEVERAGE INSIGHT TO RETHINK EXPERIENCES UNDERSTAND“Gain the confidence to rethink, compete and win”27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  28. 28. UNDERSTAND…Your Customer Your Experience Today Your Experience Reimagined28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  29. 29. CX Capabilities That Help You Understand “Gain The Confidence To Rethink, Compete And Win” Infuse insight with Harvest Insight Leverage Insight to Social Learning from Collective Knowledge Rethink Experiences • Behavioral Analytics • Social Monitoring • Innovation Communities • Cross Channel Analytics • Semantic and Pattern Analysis • Facebook Support Communities • Predictive Analytics • Customer Data Management • Crowd Sourced Knowledge • Web Site Analytics • Sentiment Analysis • Federated Search • Social Analytics • Business Intelligence • Natural Language Search • CRM Analytics • Social Data Management • Cross Channel Knowledge • Universal Segmentation • Social Analytics • Socially Infused Answers • VOC / NPS Tracking • Unified Customer Hub • Collaborative Answers • White Space Analysis29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  30. 30. MAKE SELF-SERVICE EXPERIENCES EASY AND REWARDING CULTIVATE SALES FROM RELEVANCY AND TRUST DELIVER ON YOUR PROMISE ACROSS THE ECOSYSTEM EMPOWER“Learn the discipline to drive and scale success”30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  31. 31. EMPOWER… Your People ? ? Your Experience Today Your Experience Reimagined31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  32. 32. CX Capabilities That Help You To Empower “Learn The Discipline To Drive And Scale Success” Make Self-service Experiences Cultivate Sales from Deliver on Brand Promise Easy & Rewarding Relevancy and Trust Across the Ecosystem • Multi Channel Self Service • Employee Collaboration • Partner Relationship Management Transactions and Support • Embedded Actionable Insight • Multi Channel Self Service • E-Billing, Order Management and • Guided Contextual Knowledge Transactions and Support Order Fulfillment • Order Management and Fulfillment • Real Time Alerts and Activities • Branded & Facebook Support • Syndicated Widgets Communities • Unified Agent Desktop • • Partner Social Communities • Innovation Communities Asset Lifecycle Management • • Account And Contract Mgt • Social Knowledge Management Common Customer Record • Virtual Assistant Guides • Opportunity Management • Loyalty & Reward Management32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  33. 33. EXECUTE WITH AGILITY FROM CLOUD DEPLOYMENTS CONNECT THE INTERACTIONS TO CAPTURE OPPORTUNITIES INNOVATE AND DIFFERENTIATE WITH PERSONALIZATION ADAPT33 “Drive innovation to achieve and sustain leadership” Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  34. 34. ADAPT… Your Experiences In Store Pick Up Wait Time 7mins Your Experience Today Your Experience Reimagined34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  35. 35. CX Capabilities That Help You To Adapt “Drive Innovation To Achieve And Sustain Leadership” Connect the Interactions to Execute with Agility from Innovate and Differentiate Optimize Opportunities Cloud Deployments with Personalization • Cross Channel Scripting and • Proven Reliable Global Access • Visual Experience Design Workflow Infrastructure • Custom App Development and • Cross Channel Analytics • Security And Compliance Ready Extensible Interfaces Deployment Choices • Common Customer Record • NLP Intent Driven Guidance • Integrated Sales/Service/Marketing • Transparent Performance • Scripted Guided Assistance Monitoring and Reporting Insight and Records • Real Time Decisioning • Multi-Channel Agent Desktop • Elastic Scalability with Robust Dual Redundancy • Personalized Dynamic Content & • Unified Cross-Channel Knowledge Views • Multi-Version / Multi-tenant • Opportunity Management Architecture • Self Learning Knowledge • Open Standards Based API’s • Proactive Service Engagements35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  36. 36. Starbucks A story of suCXess36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  37. 37. The CX journey at Starbucks (recent steps) A story of suCXess37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  38. 38. Starbucks A story of suCXess38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  39. 39. Build a CX Enterprise Web Contact Center Mobile Field Service Social Direct Sales In Store Channel Sales39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  40. 40. The Oracle Customer Experience Portfolio In Store Contact Center Social Field Service Mobile Direct Sales CX for CX for CX for CX for Web Marketing Commerce Sales Service Channel Sales CX Foundation40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  41. 41. The Oracle Customer Experience Solution Web Mobile Social In Store Contact Center Field Service Direct Sales Channel Sales CX for Marketing CX for Commerce CX for Sales CX for Service • Social Listening and • Search, Navigation & • Sales Force Automation • Cross-Channel Customer Engagement Content Delivery Service • Social Selling • Social Marketing • Cross-Channel Commerce • Knowledge Management • Territory & Quota • Marketing Websites • Targeting & Product Management • Social Customer Service • Demand Generation and Recommendations • Revenue Forecasting • Eligibility Management Lead Management • Social Commerce • Partner Relationship • Contracts, Assets, and • Marketing and Loyalty • Order Management & Management Entitlements Management Fulfillment • Quote to Cash • Industry-Specific Solutions • Retail Store Operations • eBilling • Incentive Compensation CX Foundation • CX Data Management • CX Integration, Automation, and Decisioning • CX Intelligence41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  42. 42. Invest in Knowing your Customer’s Journeys Attend a CX Journey Mapping Workshop Promoted and run in partnership with GovLoop42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  43. 43. 43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  44. 44. 44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
  45. 45. Join The Oracle CX Revolution Read blogs.oracle.com/CX Watch youtube.com/OracleCX Follow twitter.com/OracleCX Join facebook.com/Oracle Customer Experience Learn oracle.com/CX45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13

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