The document discusses the importance of modern customer experience and engagement. It notes that 86% of consumers will pay more for a better experience, while only 1% feel their expectations are consistently met. It also highlights that excellent customer experience must be provided throughout a customer's entire journey with a brand. The Oracle Modern Customer Experience solution can provide benefits like higher open and click-through rates, reduced costs, and increased sales.

1. Modern Customer Experience
Connect Every Interaction Your Customer Has with Your Brand
Your Customer Has Changed
86%
of consumers will
pay more for a
better customer
experience1
1%
Consumers feel
their expectations
are consistently
met1
Modern Consumer Engagement
Excellent Customer Experience Must Last The Entire Journey
67%
Customers have
hung up the phone
from frustration
they couldn’t talk
to a real person7
Oracle Modern Customer Experience
45%
online consumers
are more likely to
shop a website
offering
personalized
recommendations8
CUSTOMER BRAND
The Business Value of Oracle Modern Customer Experience
“2x’s higher open rates & 4x’s
higher click thru rates than other
media.”
“Reduced cost-per-call by almost
50%.”
Start modernizing today www.oracle.com/cx
1. RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive
2. Accenture Stats, 2014
3. http://mckinseyonmarketingandsales.com/infographic-me-commerce-and-the-future-of-retail
4. Bain POV Future of B2B Sales of purchase cycle complete before engaging with a supplier
5. Digiday. “15 Eye-Popping Stats About Social Shopping.” 2013
6. McKinsey
7. American Express
8. GetElastic, Ecommerce Personalization Stats and Trends Dec 2013
9. LivePerson
10. Forrester Research, 2008
89%
Customers have
switched brands due to
a poor customer
experience1
36%
of customers find it easy
to make purchase via a
mobile phone2
85%
of consumers browse
online for products daily
or weekly3
53%
of the purchase cycle is
complete before engaging
with a supplier4
74%
of consumers use social
networks to make
purchasing decisions5
70%
of buying experience are
based on how customers
feel they’re treated6
49%
of consumers use two
devices simultaneously
for different uses2
ENGAGE PERSONALIZE
SERVE REWARD
80%
future revenue comes
from 20% of current
customers10
71%
online visitors
expect help within
five minutes9
Need!
Research!
Select!
Buy!
Use!
Recommend!
Social5
Marke8ng5
Sales5
Commerce5
Service!
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL
“25% reduction in selling costs.”
“Four-day reduction in time-to-configure
quotes.”
“Increase conversion rates by
200%.”
“40% increase in sales
opportunities.”