Modern Customer Experience Infographic Oracle

1. Your Customer Has Changed
1. RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive
2. Accenture Stats, 2014
3. http://mckinseyonmarketingandsales.com/infographic-me-commerce-and-the-future-of-retail
4. Bain POV Future of B2B Sales of purchase cycle complete before engaging with a supplier
5. Digiday. “15 Eye-Popping Stats About Social Shopping.” 2013
6. McKinsey
7. American Express
8. GetElastic, Ecommerce Personalization Stats and Trends Dec 2013
9. LivePerson
10. Forrester Research, 2008
Modern Customer Experience
Modern Consumer Engagement
Start modernizing today www.oracle.com/cx
Connect Every Interaction Your Customer Has with Your Brand
Excellent Customer Experience Must Last The Entire Journey
Oracle Modern Customer Experience
The Business Value of Oracle Modern Customer Experience
86%
of consumers will
pay more for a
better customer
experience1
1%
Consumers feel
their expectations
are consistently
met1
89%
Customers have
switched brands due to
a poor customer
experience1
36%
of customers find it easy
to make purchase via a
mobile phone2
85%
of consumers browse
online for products daily
or weekly3
53%
of the purchase cycle is
complete before engaging
with a supplier4
74%
of consumers use social
networks to make
purchasing decisions5
70%
of buying experience are
based on how customers
feel they’re treated6
49%
of consumers use two
devices simultaneously
for different uses2
ENGAGE PERSONALIZE
REWARDSERVE
45%
online consumers
are more likely to
shop a website
offering
personalized
recommendations8
80%
future revenue comes
from 20% of current
customers10
71%
online visitors
expect help within
five minutes9
67%
Customers have
hung up the phone
from frustration
they couldn’t talk
to a real person7
Need!
Research!
Select!
Buy!
Use!
Recommend!
Social5
Marke8ng5
Sales5
Commerce5
Service!
MARKETING CPQ COMMERCE SOCIALSALES SERVICE
CUSTOMER BRAND
“25% reduction in selling costs.”
“2x’s higher open rates & 4x’s
higher click thru rates than other
media.”
“Four-day reduction in time-to-
configure quotes.”
“Increase conversion rates by
200%.”
“Reduced cost-per-call by almost
50%.”
“40% increase in sales
opportunities.”