Oracle CX

Mobility and Customer Experience Demo

Powered by Accenture Foundation Platform for Oracle (AFPO)

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You will play a hands on role as a Global Insurance Customer as you

walk through an end-to-end day in the life scenario.

You will interact with multiple Global Insurance company employees –

all enabled to meet your needs and provide you the best possible

experience.

You will see a lot of Accenture and Oracle technologies working

together to deliver business value – and improve the Global

Insurance Customers’ Experience.

Today’s Demonstration

GLOBAL INSURANCE We stick our neck out for your

safety!

An Accenture Demonstration Powered by

AFPO

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Why are we focusing on Customer Experience?

Customer Experience will be a strategic differentiator for Global Insurance.

Accenture Research Oracle Research

64% of customers said they would stop doing

business with an organization after a poor

customer experience

Of those, 91% would go on to buy from a

competing company

After a poor customer experience – as many as

49% of consumers will go on to post on a social

network

… but …

84% of customers are willing to pay more for a

better customer experience

Consumers are leaving their providers more

than ever before

85% of customers said that companies could

have done something different to prevent them

from switching

48% of customers expect specialized treatment

for being a "good" customer

50% said it is extremely important for

companies to have customer service people

who know their history

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But – the bottom line is…

Customer Experience Leaders Outperform the Market

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Our Customer Experience Imperative

Global Insurance strives to be visionary in the insurance industry - differentiated by our focus on

Customer Experience, enabled by technology.

Provide a seamless experience – across all channels

Think mobile first –

for customers and the enterprise

Create opportunities from the

engagement center

from a cost to profit center

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The Scale of Mobility

Source: GSMA, Nilson Report, United Nation Department of Economic and Social Affairs, Accenture Analysis.

9B

2 Billion Smartphones

Cars &Trucks

InternetUsers

CreditCards

MobilePhones

WorldPopulation

ConnectedDevices 9 Billion

6 Billion

2 Billion

1 Billion

7 Billion

3 Billion

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Today’s Day in the Life Scenario

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Today’s Day in the Life Scenario

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Technology Powering the Demonstration

• Oracle ADF Mobile • Oracle ADF • Oracle Policy Automation • Oracle RightNow Cloud Service • Siebel Open UI • Eloqua • Big Data • Oracle SOA Suite • Oracle Identity & Access Manager

Oracle Engineered Systems: Exalytics, Exalogic, Exadata

Oracle Enterprise Linux, Oracle Database, Oracle WebLogic, Oracle Enterprise Manager

Accenture Foundation Platform for Oracle (AFPO)

Products Used

Thank you!