C3 cx in the real world how lines of business come together to adopt cx solutions

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  • 1. CX In The Real World 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Chris Hui Senior Sales Consultant Oracle Asia Pacific Insert Information Protection Policy Classification from Slide 12
  • 2. The Age of the Empowered Consumer Multichannel World – Multiple Devices - Always On 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 3. Technology, Social Driving Behavior Changes Always Connected 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Always Sharing Insert Information Protection Policy Classification from Slide 12 Always Aware
  • 4. POWER HAS SHIFTED CUSTOMERS ARE EMPOWERED 94% 71% Mass Media Internet /One to One Copyright © 2012, Oracle and/or its affiliates. All rights reserved. of customers seek advice on banking products and services from friends, family or colleagues* Social / Mobile 44% 4 of customers will pay more for a better customer experience of customers use social media as a source of product information * Source: Ernst & Young Global Consumer Banking Survey 2012 Insert Information Protection Policy Classification from Slide 12
  • 5. 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 6. The Secret to Profitable, Organic Growth…Deliver a Customer Experience (CX) Your Competitors Cannot Match 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 7. Across Different Channels ...and Different Functions NEED / RESEARCH SELECT Web Mobile Social In-store Kiosks Call center 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND
  • 8. But You Are Probably Organized More Like This 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 9. The Result…An Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience “When I go online, I can’t easily find what I need. It’s too complicated to find what’s best for me.” “Why don’t you show me something useful on that screen ?” Web “When I clicked the “Chat Now” the agent couldn’t see my application?” Branch ATM “Can’t your agents see complaints on Twitter? Call Center Mobile “Wouldn’t it be nice if they rewarded me for all the friends I have referred?” “Why didn’t they send this mobile coupon I was still in the branch? Social 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 10. The Customer Lifecycle Journey 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 11. DEMONSTRATION 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 12. Kim works for Solo Bank in consumer banking marketing. She is tasked with developing a new campaign to help the bank expand it’s customer base. 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 13. Unhappy with us Marketing 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Happy with us Sales Insert Information Protection Policy Classification from Slide 12 Unhappy with a Competitor Happy with a Competitor Service
  • 14. 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 15. Meet Aaron, 35 year-old and a new dad. Aaron has been wanting to re-organize his banking accounts for a while but have been too caught up to do anything about this …… until now …. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 16. “Now this driving me mad!!! #VaderBank should get their act together before charging me late fees!!!” 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 17. “Not every bank is like that, here’s what we can offer to you. Please visit our website www.solobank.com/nolatefees” 17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 18. 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 19. I have successfully accomplished my target Unhappy with a Competitor Unhappy with us Now lets look at how I prevent my competition to achieve the same target 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 20. “#SoloBank Can’t remember my password. And it doesn’t help that I cannot find instructions on password recovery on your website!” 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 21. Approach to Success  Entire Customer Life Cycle  All Customer Interaction Channels  Consistent Exceptional Delivery 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 22. Oracle Customer Experience Portfolio In Store Contact Center Social Field Service Mobile Web Direct Sales Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Channel Sales Foundational Tools Oracle Cloud Infrastructure and Platform Services Complete portfolio of best-of-breed solutions to deliver better customer experiences 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle Insert Information Protection Policy Classification from Slide 12 Open and standards based, enabling extension and integration with existing and third party solutions
  • 23. Join The Oracle CX Revolution Read Watch youtube.com/OracleCX Follow twitter.com/OracleCX Join facebook.com/Oracle Customer Experience Learn 23 blogs.oracle.com/CX oracle.com/CX Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 24. Q&A wai.keung.hui@oracle.com 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  • 25. Reimagine The Experience… The Experience Revolution Monday, June 25, 2012 Briefing New York City Event 25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12