CX @ Capgemini OOW Debrief Arjan Kramer

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CX @ Capgemini OOW Debrief Arjan Kramer

  1. 1. CX @ Capgemini - Oracle OpenWorld Debrief Turning your customers into Fans!
  2. 2. Good evening and welcome at… Debrief 2
  3. 3. So CX was hot at OOW this year, but how was the CX? 3
  4. 4. So CX was hot at OOW this year, but how was the CX? 4
  5. 5. But there were some good experiences too! 5
  6. 6. So what is going on in Customer Experience? 6
  7. 7. Expectations And Demands Are Rising More Options More Access More Influence Increasing At Home, Where You Buy & Where You Work 7
  8. 8. Creating Disruption and Opportunity Greater Commoditization Media Explosion Global Competition Making It Harder To Differentiate, Compete And Win 8
  9. 9. But in the end, it’s all about the customer, you know? 9
  10. 10. So it starts with customer journey mapping 10
  11. 11. But not after you’ve been thinking about these three elements… Thoughtleadership Actionleadership Solutionleadership 11
  12. 12. But stop! This is Oracle, so… how about the products?!?! 12
  13. 13. Oracle CX portfolio In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Web Oracle Marketing Oracle Cloud Infrastructure and Platform Services Oracle Commerce Oracle Sales Oracle Mobile, Portal and Content Tools Oracle Service Oracle MDM, BI and Decisioning Tools Oracle Social Oracle Integration and BPM/SOA Tools 13
  14. 14. And BTW there are solutions out there :-) 14
  15. 15. So don’t wait… Start growing Fans!!! 15
  16. 16. About Capgemini With more than 125,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model. www.capgemini.com The information contained in this presentation is proprietary. © 2013 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

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