Santiago Ontañón, Director de Ventas para Retail de Oracle México en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México
Presented during the High Performance Marketing Conference 2013, organized by Accenture on January 24th 2013. This presentation was given by Johan Rook of Oracle.
Lead Generation - Presentation by Ariel Finkelstein, Founder & CEO of Kampyle at the NOAH 2012 Conference in San Francisco, Four Seasons Hotel on the 26th of June. www.noah-conference.com
Presented during the High Performance Marketing Conference 2013, organized by Accenture on January 24th 2013. This presentation was given by Johan Rook of Oracle.
Lead Generation - Presentation by Ariel Finkelstein, Founder & CEO of Kampyle at the NOAH 2012 Conference in San Francisco, Four Seasons Hotel on the 26th of June. www.noah-conference.com
A brief introduction on what SDL Media Manager adds to (existing) Digital Signage / narrowcasting systems in order to convert viewer into buying customers. SDL Media Manager bridges Digital Signage, Mobile, Social Media and the Web.
Presented by Sally Hurley, President VIPdesk.
What this presentation covers:
-What is Brand Experience Management?
-The importance of Brand Experience Management
-The role of the contact center
-Brand Experience Management Results
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Presentación de Ana del Amo, Principal Sales Consultant en Oracle para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Recent presentation discussing the latest trends in multi-channel commerce and how CP/Retail customers can manage these effectively. Discussing the impact of Mobile and Social on the overall custromer experience and how a 'blended' approach to channels is key.
Consumers are choosing where to shop based on the convenience and flexibility retail brands offer across channels. This webinar will highlight new consumer survey data highlighting the shifting expectations of today's cross-channel consumer. The data will examine emerging trends around:
Growing loyalty to brands that offer a good selection and competitive prices across all channels
Shoppers willingness to move their to another retail brand when they encounter inconsistent pricing across channels;
A growing disconnect with brands that offer inflexible, shipping, pick-up or return options
New interest in making purchases directly on mobile devices
Register now for this webinar to hear analysis of this new consumer shopping data, as well as real world examples of how global retailers are adapting to address these shifting shopper expectations.
This is the presentation that James Burnes VP of Development and Strategy and Mike Rendel Senior Art Director at MediaSauce. The presentation talks about the changes in communicating with your prospects, and how can you use other alternatives to the brochure.
This presentation provides an in-depth look at why people, rather than product, should be driving your retail enterprise. It focuses on why traditional, product-oriented retailing with ERP at its core is not aligned with a customer-centric approach, and offers insight on how powering your business with CRM will transform it into a true people-driven organization.
A brief introduction on what SDL Media Manager adds to (existing) Digital Signage / narrowcasting systems in order to convert viewer into buying customers. SDL Media Manager bridges Digital Signage, Mobile, Social Media and the Web.
Presented by Sally Hurley, President VIPdesk.
What this presentation covers:
-What is Brand Experience Management?
-The importance of Brand Experience Management
-The role of the contact center
-Brand Experience Management Results
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Presentación de Ana del Amo, Principal Sales Consultant en Oracle para la jornada Plataformas y soluciones eCommerce, celebrada el pasado día 15 de Junio de 2010
Recent presentation discussing the latest trends in multi-channel commerce and how CP/Retail customers can manage these effectively. Discussing the impact of Mobile and Social on the overall custromer experience and how a 'blended' approach to channels is key.
Consumers are choosing where to shop based on the convenience and flexibility retail brands offer across channels. This webinar will highlight new consumer survey data highlighting the shifting expectations of today's cross-channel consumer. The data will examine emerging trends around:
Growing loyalty to brands that offer a good selection and competitive prices across all channels
Shoppers willingness to move their to another retail brand when they encounter inconsistent pricing across channels;
A growing disconnect with brands that offer inflexible, shipping, pick-up or return options
New interest in making purchases directly on mobile devices
Register now for this webinar to hear analysis of this new consumer shopping data, as well as real world examples of how global retailers are adapting to address these shifting shopper expectations.
This is the presentation that James Burnes VP of Development and Strategy and Mike Rendel Senior Art Director at MediaSauce. The presentation talks about the changes in communicating with your prospects, and how can you use other alternatives to the brochure.
This presentation provides an in-depth look at why people, rather than product, should be driving your retail enterprise. It focuses on why traditional, product-oriented retailing with ERP at its core is not aligned with a customer-centric approach, and offers insight on how powering your business with CRM will transform it into a true people-driven organization.
Xretail is a leading Cross Channel Retail platform that enables retailers to engage customers Through their online store, Mobile store, and Facebook store.
Xretail seamlessly integrates with Microsoft Dynamics RMS, and RetailPRO
Best practices and stratagies to engaging customers across multiple channels to deliver value and loyalty. Presented at the Professional Association for Customer Engagement conference (PACE), May 2012.
This presentation was created as a thought piece for the retail-consumer electronic category in 2007. Before the mainstreaming of social media tracking, consumer reviews and social e-commerce technologies, this thinking presumed blending online and offline social media into the retail space would add utility, brand value and sales associate credibility to the retail environment.
Empowering Your Mobile CRM and Loyalty StrategyAndy Chang
Here is the presentation that I gave at Ad-Tech Singapore in June 2012 about the shifting of B2C CRM to the cloud, and 8 key things marketers can do to make their mobile CRM programs more engaging and effective.
Internet advertising experts will provide a thorough breakdown of the elements of a company’s internet presence from corporate site to landing pages to emails and provide insights into how consumers view the entire customer experience. The purpose of this session is to help attendees understand how consumers see their property presence and respond to what is offered at each step of the way. The presenters will be providing tens of thousands of dollars of free consulting insights to the lucky firm that agrees to be analyzed, and to all attendees in general.
Presenters:
Scott Esmond, Director of Business Development, Red Door Interactive
Tony Felice, Senior Strategist, Red Door Interactive
4 Strategies for Developing a Unified Digital ExperienceHanson Inc
How should brands, in 2012, present a unified digital experience to their customer? Here's a SlideShare, by Hanson Inc's Mike Osswald, of four top-line strategies to address right now before getting down to the smaller stuff.
www.hansoninc.com
ACCENT Marketing Services is a member of the MDC Partners Network and provider of outsourced customer engagement solutions for brands that are passionate about keeping and growing customers.
La Experiencia del Cliente: cumpliendo con la promesa de la marca
1.
2. Customer Service Experience
EMPOWERING PEOPLE. POWERING BRANDS.
Santiago Ontañon
Director Comercial, Cuentas Estratégicas
5 de Diciembre, 2012
3. 86% stop doing business with an
organization after one bad experience.*
#1 Reason to recommend a
company: Outstanding Service
(not price or product quality).*
* Harris Interactive, 2009 Customer Experience Impact Report
4. Are You Delivering Reliable
Experiences?
Providing consistent Service Quality,
across Multiple Channels of Support,
that maximizes Agent Productivity,
while lowering Operational Costs?
5. Achieve Sustainable Growth & Profit
Customer Experience Value Equation: CX=A+R+E
ACQUISITION RETENTION EFFICIENCY
(INCREASE SALES) (MONETIZE RELATIONSHIPS) (LEVERAGE INVESTMENTS)
Generate Improve Improve
More Opportunities Service Quality & Reliability Self-Service
Drive Improve Increase
Conversion Rate Multi-Channel Support Productivity
Increase Drive Decrease
Average Order Value Loyalty & Advocacy Cost of Operations
6. The Brand Promise Throughout the Lifecycle
• Customers move through a
closed-loop, continuous lifecycle
• Your brand promise happens
throughout the customers
lifecycle
• The moments that matter most
to your customers is when your
brand promise is realized
7. Provide Channel Choice, Any Where
STORE
• Enable engagement where the
KIOSKS
DIRECT customer needs or wants to
SALES
interact
• Empower customers to help
CONTACT themselves on any channel
SOCIAL
CENTER
• Enable seamless conversations
between channels
MOBILE FIELD
• Capture the interactions across all
SERVICE the channels
• Be consistent across all channels
WEB
8. Offer Service Choice, on Any Device
Self Service Assisted Service Social Service
• FAQs § Click–To-Call § Communities
• Documents § Click-To-Call Back § Facebook Sites
• Guided Answers § Click-To-Chat § Social Monitoring
• Virtual Assistant § Co-Browse § Social Knowledge
• Search & Browse § Proactive Chat § Collaboration
9. Changing Behaviors Are Driving More
Complexity
Need / Research Select Purchase Receive / Use Maintain /Recommend
Order Online Order Online
Web Comparison Site*
Chat
Contact
Center Change Order
Visit Retail Store
In-Store Select Product Pickup Local Store
Browse
Kiosk Catalog
Web Product Info
Mobile Search
Email Order
Email Confirm w/Rec
Ask Facebook Friends Tweet About Ask for Help on
Social For Recommendations* Read Reviews*
Purchase Experience* Community Chat Room
Direct Sales Receive Call For
Extension of Warranty
* Brand doesn’t have control of experience
11. Best CX Solution
“Vendors that can demonstrate a strategy of providing support for all these areas (contact
center, Web, analytics and social CRM) will be best-positioned to lead the market.” –
Michael Maoz, Gartner
Magic Quadrant for Magic Quadrant for Magic Quadrant for
Web Customer Service Social CRM Customer Service
Contact Centers
Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Gartner Inc. “Magic Quadrant for CRM Customer Service
Gartner Inc. “Magic Quadrant for CRM Web Customer Service” Johan
Ed Thompson, Nikos Drakos, Chris Fletcher, Jeffrey Mann, Contact Centers” Michael Maoz, April 15, 2012 *3
Jacobs, September 19, 2011 *3
Michael Maoz. July 25, 2011 *1
12. The RightNow CX Cloud Service
Improving Cross Channel Customer Experiences
The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences,
for a unified cross-channel service solution in the Cloud
Unifying cross channel
experiences to strengthen
customer relationships,
improve resolution rates,
and increase sales