Oracle cx service event - cross-channel customer service experience

1,679 views

Published on

Presentazione Oracle CX for Service

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

No Downloads
Views
Total views
1,679
On SlideShare
0
From Embeds
0
Number of Embeds
132
Actions
Shares
0
Downloads
57
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Oracle cx service event - cross-channel customer service experience

  1. 1. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1
  2. 2. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2 9:30 Registrazione e Welcome Coffee 10:00 Benvenuto ed introduzione lavori Sergio Martini, Master Principal Sales Consultant , Oracle 10:10 Competere con i servizi: quale ruolo per i clienti? Mario Rapaccini, Coordinatore nazionale ASAP Service Management Forum, Responsabile Scientifico IBIS Lab, Università di Firenze 10:40 Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela Sergio Martini, Master Principal Sales Consultant , Oracle 11:10 Break 11:20 Demo Oracle Service Cloud Sergio Valerio, Senior Sales Consultant, Oracle 11:50 Soluzioni e servizi GN a supporto dei processi di Service. Condivisione di alcune esperienze progettuali Gualtiero Biella, Managing Director, GN Enterprise Business Solutions Fabio Marini, IT Consultant and Software Engineer, GN Enterprise Business Solutions 12:20 Q&A 12:30 Buffet lunch CX Agenda
  3. 3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3 Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela. Sergio Martini Master Principal Sales Consultant sergio.martini@oracle.com Oracle Italia Oracle Customer Service Excellence Workshop Offrire una Customer Service Experience multicanale eccellente per mantenere la "brand promise". Giovedi' 3 Ottobre 2013 09:30 – 12:30 Oracle Viale Fulvio Testi, 136 - 20092 Milano, Cinisello Balsamo (MI)
  4. 4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 Oracle Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  5. 5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
  6. 6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6 Why is Customer Experience important? What does Cross-Channel mean? Oracle Inside...
  7. 7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7
  8. 8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8 Rising expectations from customers (59%) and the impact of social media on customers’ ability to broadcast good and bad experiences (37%) are the top two drivers for organizations’ focus on customer experience2 CX: Global Strategic Priority with Huge Financial Stakes • Executives say delivering a positive customer experience is critical to their bottom line 1Those who somewhat or strongly agree 2Respondents asked to select top three 20% Executives estimate that their potential revenue loss for not offering a positive, consistent, and brand-relevant customer experience is 20% of their annual revenue, or $400M for a $2B firm of executives state that improving the customer experience is one of their organization’s top three priorities in the next two years of executives believe that delivering a great customer experience is critical to their business advantage and results1 93% 97% CX Can Make or Break a BusinessTAKE AWAY Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
  9. 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 The Execution Chasm: Many Businesses Are Stuck in Idle • Businesses say CX is a top priority and want to be recognized as CX leaders, but many are just getting started with a formal initiative Businesses Must Act to Avoid Falling BehindTAKE AWAY 1Those who somewhat or strongly agree 2e.g., established dedicated customer experience leaders, optimizing initial projects, extending program to new channels 91% wish to be considered a CX leader in their industry1 Yet … Nearly all businesses 37% are just getting started with a formal CX initiative 20% Consider their CX initiative “advanced”2 And only … Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
  10. 10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10
  11. 11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11 The Perception Chasm: Businesses and Customers Are Worlds Apart • Business executives underestimate the importance of the customer experience on customer behavior. Impact sense of urgency? 1Those who strongly agree 2According to The 2011 U.S. Customer Experience Impact (CEI) Report by RightNow (acquired by Oracle in March 2012) 49% 89%But … 44% 86%While… of execs believe customers will switch brands due to poor CX1 of customers say they have switched because of poor CX2 of execs believe customers are willing to pay for great CX1 of customers say they are already doing so2 Executives Underestimate The Risk and OpportunityTAKE AWAY Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
  12. 12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12
  13. 13. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13 Social Media: A Key Driver for the Future • The customer voice is becoming louder via social media and many businesses are playing catch up to respond 1Those who strongly or somewhat agree 81% believe that delivering a great customer experience today requires leveraging social media effectively1 But … …a significant number of organizations don’t seem to fully understand the importance of social media: 35% DON’T have social media for sales channels 35% DON’T have social media for customer service Catch up with Social ExpectationsTAKE AWAY Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
  14. 14. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14
  15. 15. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16 What does Cross-Channel mean? Social Web Contact Center Mobile Social Mobile Web Contact Center
  16. 16. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17 WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL NEED / RESEARCH SELECT PURCHASE MAINTAIN / RECOMMEND RECEIVE / USE CUSTOMERS DEMAND A BETTER EXPERIENCE THROUGH THEIR COMPLEX JOURNEY… Leverage deal on social site Comparison Site Web Search Ask Facebook Friends For Recommendations Visit Retail Store Chat Email Order Confirm w/Rec Pickup Local Store Tweet About Purchase Experience Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online Call for Info about Add-on Accessories
  17. 17. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18 THE INFINITE LOOP OF CUSTOMER JOURNEY BUY OWN Support & ServeMarket & Sell
  18. 18. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.19
  19. 19. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.20
  20. 20. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.21
  21. 21. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.22
  22. 22. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23
  23. 23. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.24 The Oracle Customer Experience Portfolio Mobile Social In Store Contact Center Field Service Direct Sales Channel SalesWeb CX Foundation CX for Marketing CX for Sales CX for Service
  24. 24. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.25
  25. 25. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.26

×