Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012. This presentation was given by Marc Dirks of Oracle, and discussed the Differentiated
Customer Experience
Multi-Channel Customer Experience Management in RetailLouis Fernandes
How do consumers and customers interact with retail brands and what are the capabilities that brands must adopt to be able to respond positively to these needs and differentiate the customer experiences that they offer.
Analytics, KPIs for effective Churn & Loyalty managementEhtisham Rao
I gave this talk at the TMF event in Dubai in March 2011. it dealt with the significance of direct customer contact enabled by analytics and cascaded KPIs across organization. the presentation focuses on telecom loyalty and churn.
Multi-Channel Customer Experience Management in RetailLouis Fernandes
How do consumers and customers interact with retail brands and what are the capabilities that brands must adopt to be able to respond positively to these needs and differentiate the customer experiences that they offer.
Analytics, KPIs for effective Churn & Loyalty managementEhtisham Rao
I gave this talk at the TMF event in Dubai in March 2011. it dealt with the significance of direct customer contact enabled by analytics and cascaded KPIs across organization. the presentation focuses on telecom loyalty and churn.
"Smart Marketing. Customer Experience Insights are Golden".Chris Olson
"Smart Marketing. Customer Experience Insights are Golden". Keynote presentation by Chris Olson at the inaugural conference of Association of Library Communications & Outreach Professionals, October 9-10, 2011. Held in Glenside, PA.
Too often we create brands, experiences, and content that sacrifice humanity on the altar of conversion optimization. In this session, we’ll explore how to make our products feel less like a business transaction and more like a conversation through human-oriented brand, marketing, and experience design.
Don’t worry, this won’t be a stern sermon about user personas or focus groups – Meagan knows that conference attendees are people too. Instead she’ll share some of the practical hows and whys of designing for people, not customers.
“Perhaps all interaction is about wanting and getting.” –David Mitchell
Drawing on her experience as Creative Director at SproutVideo, Meagan will share techniques that you can bring to your work to honor the humanity of users through happiness-driven design and content.
Status Quo Disrupted: Brand Transformation Lessons that Drive ResultsAquent
Anaezi Modu of REBRAND believes customer experience must be the core focus of all decisions you make about your brand in order to succeed over time. In this session you will learn:
• Time-tested secrets of strong, successful brands and effective transformations
How the “walls” between industries are breaking and how to take advantage of those
• How universal, human emotions are still at the core of loyal, long-term customers
• How to integrate mobile and social media tools smartly to build real brand value
• How to bring your brand and customers back into clear focus and deliver on what makes you unique and valuable
The ultimate search of the perfect customer experience By Brian SolisJahia Solutions Group
Are you experienced?
The ultimate search of the perfect customer experience: What is means for brands and how to create them. Presented by Brian Solis.
Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker.
A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His research and his books help executives, and also everyday people, better understand the relationship between the evolution of technology and its impact on business and society and also the role we each play in it. As a result of his work, Solis also helps leading brands, celebrities, and startups develop new digital transformation, culture 2.0, and innovation strategies and that enable businesses to adapt to new connected markets from the inside out.
Digital has transformed consumers' path to purchase to something that is significantly more complex and non-linear.
In this environment, how do e-retailers remove customer barriers to convert with you?
Rosalina shares her perspectives on today's e-commerce environment and how the best of breed are removing customer barriers to convert by supporting their path to purchase.
This presentation was part of a workshop we conducted at the ClickZ Live conference in Bangkok.
Brands, if they really want to build relationships with consumers need to become more human, more warm and more empathetic. The focus needs to be on relationships and not transactions. Digital allows this relationship to be fostered and create genuine love between the producer & the consumer
The idea of building empathy in business is very fundamental. This presentation talks about the how brands that demonstrate empathy for their stakeholders (their customers, employees and community) actually do better business.
Successful service businesses understand that it's not enough to just offer a great services. Often, the benefits that might be obvious to you aren't apparent to your prospective customers. Creating loyal followers rests on your ability to Encourage, Empower and Enable people to derive the maximum benefit from your offer. This presentation shows you how.
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
Design thinking & storytelling - föreläsning på Avega Group av Mathias Gullbr...Mathias Gullbrandson
A lecture on Design Thinking and storytelling as methods for business innovation by Mathias Gullbrandson, The Story Lab
The lecture was hold 2011-05-12 during 4 hours at Avega Group, Stockholm, on the theme - Agile development. This presentation is made in Swedish and English.
The cloud has arrived in IT and has taken a prominent position. One important pillar is Infrastructure as a Service (IaaS). IaaS is becoming a more regular term in IT. Although not as accepted as common knowledge in comparison to the other major pillar of cloud SaaS. To what extent is IaaS adopted within organizations in the Netherlands? Why do organizations opt for IaaS? Why not? Accenture conducted a survey among 150+ organizations and the results can be found in this Factsheet.
Report webcast:
BUSINESS FOCUS - Futre operating models and the digital Factory of the Future: achieving business value by moving into the NEW.
ARCHITECTURE FOCUS - Roadmap towards successful implementation of digital manufacturing solutions through creating ecosystems.
More Related Content
Similar to HPMC12: Oracle - The Differentiated Customer Experience
"Smart Marketing. Customer Experience Insights are Golden".Chris Olson
"Smart Marketing. Customer Experience Insights are Golden". Keynote presentation by Chris Olson at the inaugural conference of Association of Library Communications & Outreach Professionals, October 9-10, 2011. Held in Glenside, PA.
Too often we create brands, experiences, and content that sacrifice humanity on the altar of conversion optimization. In this session, we’ll explore how to make our products feel less like a business transaction and more like a conversation through human-oriented brand, marketing, and experience design.
Don’t worry, this won’t be a stern sermon about user personas or focus groups – Meagan knows that conference attendees are people too. Instead she’ll share some of the practical hows and whys of designing for people, not customers.
“Perhaps all interaction is about wanting and getting.” –David Mitchell
Drawing on her experience as Creative Director at SproutVideo, Meagan will share techniques that you can bring to your work to honor the humanity of users through happiness-driven design and content.
Status Quo Disrupted: Brand Transformation Lessons that Drive ResultsAquent
Anaezi Modu of REBRAND believes customer experience must be the core focus of all decisions you make about your brand in order to succeed over time. In this session you will learn:
• Time-tested secrets of strong, successful brands and effective transformations
How the “walls” between industries are breaking and how to take advantage of those
• How universal, human emotions are still at the core of loyal, long-term customers
• How to integrate mobile and social media tools smartly to build real brand value
• How to bring your brand and customers back into clear focus and deliver on what makes you unique and valuable
The ultimate search of the perfect customer experience By Brian SolisJahia Solutions Group
Are you experienced?
The ultimate search of the perfect customer experience: What is means for brands and how to create them. Presented by Brian Solis.
Brian Solis is a principal analyst at Altimeter Group, a Prophet company. He is also an award-winning author, prominent blogger/writer, and keynote speaker.
A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. His research and his books help executives, and also everyday people, better understand the relationship between the evolution of technology and its impact on business and society and also the role we each play in it. As a result of his work, Solis also helps leading brands, celebrities, and startups develop new digital transformation, culture 2.0, and innovation strategies and that enable businesses to adapt to new connected markets from the inside out.
Digital has transformed consumers' path to purchase to something that is significantly more complex and non-linear.
In this environment, how do e-retailers remove customer barriers to convert with you?
Rosalina shares her perspectives on today's e-commerce environment and how the best of breed are removing customer barriers to convert by supporting their path to purchase.
This presentation was part of a workshop we conducted at the ClickZ Live conference in Bangkok.
Brands, if they really want to build relationships with consumers need to become more human, more warm and more empathetic. The focus needs to be on relationships and not transactions. Digital allows this relationship to be fostered and create genuine love between the producer & the consumer
The idea of building empathy in business is very fundamental. This presentation talks about the how brands that demonstrate empathy for their stakeholders (their customers, employees and community) actually do better business.
Successful service businesses understand that it's not enough to just offer a great services. Often, the benefits that might be obvious to you aren't apparent to your prospective customers. Creating loyal followers rests on your ability to Encourage, Empower and Enable people to derive the maximum benefit from your offer. This presentation shows you how.
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
Design thinking & storytelling - föreläsning på Avega Group av Mathias Gullbr...Mathias Gullbrandson
A lecture on Design Thinking and storytelling as methods for business innovation by Mathias Gullbrandson, The Story Lab
The lecture was hold 2011-05-12 during 4 hours at Avega Group, Stockholm, on the theme - Agile development. This presentation is made in Swedish and English.
The cloud has arrived in IT and has taken a prominent position. One important pillar is Infrastructure as a Service (IaaS). IaaS is becoming a more regular term in IT. Although not as accepted as common knowledge in comparison to the other major pillar of cloud SaaS. To what extent is IaaS adopted within organizations in the Netherlands? Why do organizations opt for IaaS? Why not? Accenture conducted a survey among 150+ organizations and the results can be found in this Factsheet.
Report webcast:
BUSINESS FOCUS - Futre operating models and the digital Factory of the Future: achieving business value by moving into the NEW.
ARCHITECTURE FOCUS - Roadmap towards successful implementation of digital manufacturing solutions through creating ecosystems.
Accenture Strategy’s High Performance Business (HPB) Study aims at understanding which companies are top performers within their industry and what sets them apart from their competition.
Twice a year, Accenture Strategy examines the performance of almost 2000 companies listed on stock
exchanges all over the world. Most of these companies are large multinationals.
The Study identifies which companies are top performers within their industry and what distinguishes them from their
international peers.
Infographic - Digitizing Energy: Unlocking business value with digital techno...Accenture the Netherlands
The energy industry is undergoing an unprecedented period of transition. How can digital technologies help companies disrupt existing markets and penetrate new ones?
Presented during the High Performance Marketing Conference 2013, organized by Accenture on January 24th 2013. This presentation was given by Wim van Gils of Philips.
Presented during the High Performance Marketing Conference 2013, organized by Accenture on January 24th 2013. This presentation was given by Monique Sueters of Nationale Nederlanden.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
10.
Complimentary Interior Design Consultation
As a valued Lux Club member, we are offering you the opportunity to
meet one of our professional design consultants at a store near you.
Our design consultants can help give the look you really desire.
Schedule an appointment:
Confirm Cancel
More Available Times
11.
Thank You, Sarah Jones
Your Confirmation
We are pleased to confirm your design consultation with Terry Lucca
on 20th September 2010 at our Palo Alto store.
Consultant: Terry Lucca
Date: Monday, 20th September
Location: Palo Alto
Time: 3:00PM Back to Home Page Exit
34. Where Brand Promise Meets Brand Execution
The Perfect Customer Experience
#10: Compelling Interface #1: Smart Cross-Channel
“Your brand is cool. Whatever the “Your brand is consistent and trustworthy.
channel, the experience is fresh and You never drop the ball. Whatever the
compelling and unmistakable. I am proud channel, you are there whenever and
to be your customer” wherever I need you”
#9: Social Networking #2: Contextual Journeys
“I trust you. So do my friends. I enjoy being “You understand my history, my current
your advocate. I am glad to be part of your situation and my desired destination. Your
social network, and I am glad you are part recommendations are helpful, astute and
of mine. I like you” non-invasive”
#8: Enduring Loyalty #3: Engaging Self-Service
“You recognise me and reward me. I “Interacting with you, to manage my
appreciate the way you treat me. You account or consider a purchase, is always
make me feel special and you understand helpful. You never hard sell. You often
what makes me tick” surprise and delight me.
#7: Distinctive Clienteling #4: Outbound Precision
“My experience in your stores is smart, “Whenever you contact me, you respect
stylish and distinctive. Your staff are well- my privacy and understand my
informed and use cool technology to preferences. Your messages are relevant
make me feel special” and timed to perfection”
#6: Mobility / Location Services #5: Action Framework
“Wherever I go, you understand and “You deliver on your promises.
anticipate what is right for me, there and You don‟t just recommend actions, you
then. I take you everywhere. It‟s fun and execute them, there and then, across
invaluable having you there” channels. Said and done”
34
35. Brave New World
Raving Fans
“The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience”
36. CRM (From The Consumer‟s Perspective) it’s all about
Applications and technology the customer
delivering excellent customer experience
flexibly, efficiently, sustainably, scalable, cost-effectively…
Customer Experience
Process Orchestration
Functional Components
Data Management
37. CRM (From The Consumer‟s Perspective) it’s also about
Applications and technology the architecture
delivering excellent customer experience
flexibly, efficiently, sustainably, scalable, cost-effectively…
52. Siebel Marketing – Selected References
Retail, Travel & Finance & Consumer Goods & Comms, Media & High Tech, Mfg
Hospitality Insurance Life Sciences Energy and Other
53. Siebel Marketing – Selected References
Retail, Travel & Finance & Consumer Goods & Comms, Media & High Tech, Mfg
Hospitality Insurance Life Sciences Energy and Other
Refusal to engage
54. The Evolution of ‘Relationship Marketing’
Campaigns Dialogue Experience
56. Smart Dialogue
Analyze Business and Conduct Fact-Based Planning
Customers and Budgeting, Align Resources Create Target Segments and
Test-Control Groups
2
1
3
two-way ‘dialogue’ marketing
4
7
Gain Complete Visibility of
Plan, Automate & Execute
Marketing Spending and
5 Multi-Stage, Multi-Channel
Performance 6 Event Triggered Campaigns
Analyze and Adapt to
Response Behavior,
RTD Continual Self-Learning Present Optimal Offer,
Next Best Action in Real-Time
57. Managing the Dialogue
Changing behavior
Eroding loyalty
Growing complexity
Refusal to engage
57
58. The Evolution of ‘Relationship Marketing’
Campaigns Dialogue Experience
59. New Interactions and Expectations
Changing behavior
Eroding loyalty
Growing complexity
Refusal to engage
59
60. The Drivers of Brand Experience (Retailer Example)
Car Parking „my coupons‟ „my location‟ Fresh
Polite Staff „my family‟ Seasonal
Good Lights Right Price
Not typically Critically
IT enabled IT enabled
61. Brand Engagement: Key Capabilities
The Empowered Consumer
#10: Compelling Interface #1: Smart Cross-Channel
“Your brand is cool. Whatever the “Your brand is consistent and trustworthy.
channel, the experience is fresh and You never drop the ball. Whatever the
compelling and unmistakable. I am proud channel, you are there whenever and
to be your customer” wherever I need you”
#9: Social Networking #2: Contextual Journeys
“I trust you. So do my friends. I enjoy being “You understand my history, my current
your advocate. I am glad to be part of your #1. On-site Interaction situation and my desired destination. Your
social network, and I am glad you are part & Core Commerce Capability recommendations are helpful, astute and
of mine. I like you” non-invasive”
#8: Enduring Loyalty #3: Engaging Self-Service
“You recognise me and reward me. I
#2. Cross-Channel Experience, “Interacting with you, to manage my
#3. Insight & Personalization,
appreciate the way you treat& Orchestration
Availability, Extension me. You account or consider a purchase, is always
Offer Management & Merchandizing
make me feel special and you understand helpful. You never hard sell. You often
what makes me tick” surprise and delight me.
#7: Distinctive Clienteling #4: Outbound Precision
“My experience in your stores is smart, #4. Engagement Platform, “Whenever you contact me, you respect
stylish and distinctive. Your staff are well- Loyalty, Marketing & Digital Assets my privacy and understand my
informed and use cool technology to preferences. Your messages are relevant
make me feel special” and timed to perfection”
#6: Mobility / Location Services #5: Action Framework
“Wherever I go, you understand and “You deliver on your promises.
anticipate what is right for me, there and You don‟t just recommend actions, you
then. I take you everywhere. It‟s fun and execute them, there and then, across
invaluable having you there” channels. Said and done”
62. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics
63. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics
64. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics
65. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics
66. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics
67. Customer Experience Management
Business Capabilities > Industry Solutions Industry Solutions
#1. On-line Interaction
& CoreDifferentiated
Commerce Capability
brand experience
#2. Cross-Channel Experience, Loyal customers #3. Insight & Personalization,
Availability, Extension & Orchestration Offer Management & Merchandizing
Profitable sustainable
relationships
#4. Engagement Platform,
Loyalty, Marketing & Content Management
Sophisticated Business Capabilities Comprehensive Oracle Solutions
optimized >> cross-channel experience << personal cross-channel experience
off-line partner Endeca Rightnow
on-line “In-Front” ATG Service Cloud
mobile point of sale WCF/Fatwire
navigation personalization Commerce
_ „Sites‟
WCF/Fatwire Inquira
social search merchandising in-store
„Connect‟ Knowledge
commerce
Siebel
decisions order self insight UCM/Fatwire
Sales, Service, Marketing
MDM
orchestration service „Content‟ (Order Management, Loyalty) Master Data
digital content sales service knowledge engagement platform
management management
dialog / campaign marketing loyalty loyalty program Industry Applications Apps Infrastructure Data & Insight Infrastructure
management management
single customer hub Oracle Business Units Business Business OBI –RTD Endeca MDEX
Services Processes ‘Structured’ ‘Unstructured’
Industry Specialist
blistering speed >> engagement platform << agile integration Processes Capability Exalogic Exaltyics