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Oracle Sales & Marketign Summit - Customer Experience


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Oracle Sales & Marketign Summit - Customer Experience

  1. 1. Nuovi paradigmi per la Customer EXperience: uno scenario asupporto delle strategie di relazione con il “nuovo” consumatore Roberto Manzoli Sales Consulting Manager – CRM Oracle Italia
  2. 2. What is Customer Experience?“How customers perceive their interactions with your company.”The customer experience must be useful (deliver value), usable (make it easy to find andengage with the value), and enjoyable (emotionally engaging so that people want to use them).“Youve got to start with the customer experience and work back to the technology — not theother way around.” – Steve Jobs
  3. 3. What is the Average Number of Channels in 2011 Customer Experience? 4 10 20
  4. 4. 10 Store Website Call Centre Email SMS Interactive TVSmartphone / Tablet Social Media Kiosk Print
  5. 5. What is the Average Number of Channels in a 2015 Customer Experience? 10 20 30+
  6. 6. Augmented Store Direct Mail Reality 30+ Newsletter Deal Aggregators KioskInfluence/Manage Service Center Old Media Mobile Advertising Loyalty Email IM/Chat Applica- Program tions Signage and Live Packaging Events Sales Location Gamification Website Based Services PR Telesales Blog Online Events Communities Billing Focus Video Group Communities Social Networks Relative Age of Customer Touch Point
  7. 7. Qualche giorno dopo...
  8. 8. Qualche mese dopo...
  9. 9. Qualche mese dopo...
  10. 10. 13:30 - 14:15 Ask the expert:Web Commerce, Knowledge Management, Marketing & Loyalty, Policy Automation