Recommended
Recommended
More Related Content
Similar to Private Healthcare CXJM Event - Oracle
Similar to Private Healthcare CXJM Event - Oracle (20)
Recently uploaded
Recently uploaded (20)
Private Healthcare CXJM Event - Oracle
- 1. Oracle Confidential – Internal/Restricted/Highly Restricted
- 2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 2 social mobile y-gen self discovery buying learning targets choice value expectation information Your Customer has CHANGED
- 3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Perception Chasm in the C-Suite Oracle Confidential – Internal/Restricted/Highly Restricted 3 49% of CEOs think customers will switch due to CX 89% of customers have switched to a competitor precisely because of poor CX 43% of customers have had a consistent positive experience with the brand But only80% of CEOs believe they give good CX the brand Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle, (2013, )from market research survey of 1,300 global senior execs in North America, Europe, Asia Pacific and Latin America .
- 4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | But statistics indicate there is progress to be made Oracle Confidential – Internal/Restricted/Highly Restricted 4 of execs say customer experience is critical to their business advantage are just getting started with a customer experience initiative consider their customer experience initiative to be advanced 97% 39% 20% Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)
- 5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | The Grand Disconnect Oracle Confidential – Internal/Restricted/Highly Restricted 5 Social Mobile Store Call Center Website eCommerce Need > Research > Select > Buy > Use > Recommend Individual disconnected interactions? A connected customer journey? Is this how your customer experience look like? Or like this?
- 6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 6 Example Customer Journey 1 Customer Need & Product Research Timely First Engagement Personalised Clientelling Relevant Recommendations Product Issue Efficient Self Service Assisted Service Social Advocacy 2 3 4 6 8 9 7 Buy 5
- 7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Register Now: The Helicon - Oracle City Office EC2M 2RB London, United Kingdom https://www.signupforms.com/registrations/11304 Oracle Confidential – Internal/Restricted/Highly Restricted 7 21st September 2017 12:00pm
Editor's Notes
- Source of Oracle Study: Methodology: O’Keeffe & Company – an independent market research firm – worked on behalf of Oracle to conduct online Interviews with 1,342 global senior executives Aug-Sep 2012. Published by Forrester Notes: Perception Chasm: Businesses & Customers Are Worlds Apart Sources: 1 “Global Insights on Succeeding in the Customer Experience Era,” Oracle, February 4, 2013. • 80% of organizations say they effectively deliver a positive, consistent, and relevant CX. But only 43% of companies earned a CX index rating of “excellent” or “good.” • 49% of executives believe consumers will switch brands due to a poor CX. The truth is that 89% of customers have already. • 44% of executives believe consumers are willing to pay more for a great CX. The truth is that 86% already are.