0
CX In The Real World

1

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Chris Hui
Senior Sales Cons...
The Age of the Empowered Consumer
Multichannel World – Multiple Devices - Always On

2

Copyright © 2012, Oracle and/or it...
Technology, Social Driving Behavior Changes

Always Connected

3

Copyright © 2012, Oracle and/or its affiliates. All righ...
POWER HAS SHIFTED

CUSTOMERS ARE EMPOWERED

94%
71%
Mass Media

Internet /One to
One

Copyright © 2012, Oracle and/or its ...
5

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Information Protection Policy Classificati...
The Secret to Profitable, Organic
Growth…Deliver a Customer Experience
(CX) Your Competitors Cannot Match

6

Copyright © ...
Across Different Channels
...and Different Functions
NEED / RESEARCH

SELECT

Web

Mobile

Social

In-store

Kiosks

Call ...
But You Are Probably Organized More Like This

8

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

In...
The Result…An Inconsistent, Disconnected, Impersonal,
Inefficient and Transactional Customer Experience
“When I go online,...
The Customer Lifecycle Journey

10

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Informati...
DEMONSTRATION

11

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Information Protection Pol...
Kim works for Solo Bank in
consumer banking
marketing. She is tasked
with developing a new
campaign to help the bank
expan...
Unhappy
with us

Marketing

13

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Happy with
us

Sales...
14

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Information Protection Policy Classificat...
Meet Aaron, 35 year-old and a
new dad. Aaron has been
wanting to re-organize his
banking accounts for a while but
have bee...
“Now this driving me mad!!! #VaderBank should get
their act together before charging me late fees!!!”

16

Copyright © 201...
“Not every bank is like that, here’s what we can offer to
you. Please visit our website
www.solobank.com/nolatefees”

17

...
18

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Information Protection Policy Classificat...
I have successfully
accomplished my target

Unhappy
with a
Competitor

Unhappy
with us

Now lets look at how I prevent my
...
“#SoloBank Can’t remember my password. And it
doesn’t help that I cannot find instructions on password
recovery on your we...
Approach to Success
 Entire Customer Life Cycle
 All Customer Interaction
Channels
 Consistent Exceptional Delivery

21...
Oracle Customer Experience Portfolio
In Store

Contact Center

Social

Field Service

Mobile

Web

Direct Sales

Oracle
Ma...
Join The Oracle CX Revolution

Read
Watch

youtube.com/OracleCX

Follow

twitter.com/OracleCX

Join

facebook.com/Oracle C...
Q&A
wai.keung.hui@oracle.com
24

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Insert Information ...
Reimagine The Experience…

The Experience Revolution

Monday, June 25, 2012 Briefing
New York City Event
25

Copyright © 2...
Upcoming SlideShare
Loading in...5
×

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

209

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
209
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

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

  1. 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. 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. 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. 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. 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  6. 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. 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. 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. 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. 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. 11. DEMONSTRATION 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  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. 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. 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  15. 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. 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. 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. 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12
  19. 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. 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. 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. 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. 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. 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. 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
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×