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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2
The following is intended to outline our general product direction. It is
intended for information purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any material, code, or functionality,
and should not be relied upon in making purchasing decisions. The
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3
and should not be relied upon in making purchasing decisions. The
development, release, and timing of any features or functionality described for
Oracle’s products remains at the sole discretion of Oracle.
AGENDA
• WHY CUSTOMER EXPERIENCE MATTERS
• A CUSTOMER EXPERIENCE EXAMPLE – THE CUSTOMER JOURNEY
• THE VALUE OF CX
• THE CHALLENGE OF CX
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4
• THE CHALLENGE OF CX
• WHAT MAKES A GREAT CX
• HOW ORACLE POWERS GREAT CX
• THE POWER OF ORACLE’S COMPLETE CX
WHY CUSTOMER EXPERIENCE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5
EXPERIENCE MATTERS
WHAT IS CUSTOMER EXPERIENCE?
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6
SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE
THIS IS YOUR CUSTOMER
KATIE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7
KATIEFROM NOW ON SHE CALLS THE SHOTS
73% Friendly employees &
customer service representatives
55% Easy access to information & support
WHAT MAKES CONSUMERS
FALL IN LOVE WITH A BRAND?
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.8
Easy access to information & support
36%Personalized experiences like
knowing what customers have
bought in the past and service issues
they’ve raised as well as sending
them timely, useful updates
Source - Harris Interactive: Customer Experience Impact Report 2011
86% of customers would be
BRANDS BENEFIT WHEN
CONSUMERS ARE HAPPY
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.9
of customers would be
happy to pay 25% more
for a better customer
experience
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.10
of consumers feel that
their expectations for a good
customer experience are
always met
89% of consumers will begin doing business with a competitor
following a bad customer experience
50%
WHEN EXPECTATIONS ARE NOT MET
BRANDS GET DUMPED
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.11
50% of customers will give businesses up to a week to respond to
a customer service question before they ‘break up’ with the
company (stop doing business with them)
25%After a poor customer experience, more than a quarter of
consumers posted a negative comment on a social networking
site like Facebook or Twitter
79%
SCORNED CONSUMERS TELL
FACEBOOK AND TWITTER
FOLLOWERS
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.12
79% of consumers who shared complaints about poor customer
experience online had their complaints ignored
21% who did get responses to complaints, more than 50% had
positive reactions and 22% posted a positive comment about
the organization to their feeds
11,000,000 VIEWS
+
NO RESPONSE FROM
UNITED
=
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.13
=
-10% STOCK VALUE
IN 4 DAYS
AN EXAMPLE OF CUSTOMER EXPERIENCE:
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14
EXPERIENCE:THE CUSTOMER JOURNEY
THE VALUEOF CUSTOMER
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.15
OF CUSTOMER EXPERIENCE
Customer Experience Delivers Real Value
+ +AACQUISITION
RRETENTION
EEFFICIENCY
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.16
Increase Sales
and Adoption
A• OPPORTUNITIES
• CONVERSIONS
• VALUE
Build Trust and
Strengthen
Relationships
R• QUALITY
• CONSISTENCY
• LOYALTY
Reduce Costs
and Effort
E• SELF SERVICE
• PRODUCTIVITY
• COST OF OPERATIONS
Proving the Value of Customer ExperienceMeasurable Metrics
GENERATE MORE INCREASE CUSTOMER INCREASE SELF-SERVICE
RETENTION(BUILD TRUST & STRENGTHEN
RELATIONSHIPS)
ACQUISITION(INCREASE SALES & ADOPTION)
EFFICIENCY (REDUCE COSTS & EFFORT)
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.17
INCREASE
CONVERSION RATE
INCREASE AVERAGE
ORDER VOLUME
OPPORTUNITIES SATISFACTION RATES
INCREASE SERVICE QUALITY
AND RELIABILITY
DRIVE LOYALTY
AND ADVOCACY
SUCCESS %
REDUCE COST
PER INTERACTION
IMPROVE
SERVICE PRODUCTIVITY
DO YOU KNOW
WHAT VALUES
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.18
WHAT VALUES
TO KATIE?
Delivering Great ExperiencesThroughout the Customer Lifecycle
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.19
THECHALLENGE OF CUSTOMER
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OF CUSTOMEREXPERIENCE
Your Customers Expect to Do Business with You in More Ways Than Ever Before
DIRECT SALESIN-STORE CONTACT CENTER FIELD SERVICE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.21
MOBILE SOCIALTABLETS KIOSKSWEB
WEB
CONTACTCENTER
IN-STORE
NEED /
RESEARCHSELECT PURCHASE
MAINTAIN /
RECOMMEND
RECEIVE /
USE
A Complex Customer Journey Customers Demand A Better Experience
Comparison Site
Visit Retail Store
Chat
Pickup Local Store
Order Online
Kiosk
Change Order
Browse
Order Online
Call for Info about
Add-on Accessories
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.22
CATALOG
MOBILE
SOCIAL Read Reviews
Web Search
Ask Facebook Friends
For Recommendations
Email Order
Confirm w/Rec
Tweet About
Purchase Experience
Ask for Help on
Community Chat Room
Product
Info
Select Product
Browse
Catalog
SILOS CREATE FRUSTRATION
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.23
SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE
Can’t their sales reps see my web
Why didn’t they send this mobile
coupon when I was still in the store?
When I clicked the “Chat Now” the agent
had no idea of what was in my shopping
cart?”
IN-STORE
WEBSOCIAL
CALL CENTER
The Results:Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.24
Can’t their sales reps see my web
order? The Acme rep always
knows all my orders.
Why can’t I order an item online and pick it
up at my local store?
When I go online, I can’t easily find what I
need. It’s too complicated to find my
best option
Wouldn’t it be nice if they rewarded me
for all the friends I have referred?
DIRECTMOBILE
WHAT MAKESA GREAT CUSTOMER
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.25
CUSTOMER EXPERIENCE
WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE?
CONSISTENT VOICE
CONNECTED INTERACTIONS
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.26
CONNECTED INTERACTIONS
PERSONALIZED JOURNEY
EFFICIENT SERVICE
REWARDING RELATIONSHIP
How Does a Company Ensure a Great Customer Experience?
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.27
CUSTOMER ENGAGEMENTCREATING A CONNECTED EXPERIENCE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.28
• Create simple, consistent and relevant experience across all touchpoints
• Capture all behaviors, transactions and interactions into 360o customer view
• Enable customers to do business where, when and how they want
DATA MANAGEMENT AND INSIGHTMAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES
• Leverage common customer master across all touchpoints and interactions
• Personalize all content and offers based on behavior and preferences
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.29
• Identify gaps and opportunities with real-time operational insight
CUSTOMER FULFILLMENT AND SERVICEDELIVER BRAND PROMISE ACROSS LIFECYCLE
• Unify order capture, order orchestration and fulfillment to increase efficiency
• Enable users with intelligent web self-service and direct support when needed
• Increase customer retention and referrals with integrated loyalty
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.30
• Increase customer retention and referrals with integrated loyalty programs
HOW ORACLE POWERS GREAT CUSTOMER
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.31
CUSTOMER EXPERIENCES
Connect and Engage
Make it Easy and Rewarding
COMPLETE CUSTOMER EXPERIENCE (CX)
Engage your Customer
Deliver on your Brand Promises
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.32
Know More
Insight on your Customer
DYNAMIC PERSONALIZATION
CROSS-CHANNEL INTERACTIONS
BUILDING CUSTOMER RAPPORT BY
CONNECTING EVERY INTERACTION
CONNECT AND ENGAGE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.33
DYNAMIC PERSONALIZATION
TAILORING CUSTOMER EXPERIENCES
OPTIMIZED DIGITAL EXPERIENCES
FOR UNIQUE DEVICE CAPABILITIES
CONNECT AND ENGAGE
OPTIMIZE OPERATIONS
REAL-TIME RECOMMENDATIONS
LEVERAGE WHAT YOU KNOW.
ANTICIPATE WHAT CUSTOMER WANT
KNOW MORE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.34
QUICKLY IDENTIFY AND RESPOND TO
OPPORTUNITIES AND CHALLENGES
FIND HIDDEN OPPORTUNITIES
IDENTIFY ACTIONABLE PATTERNS
KNOW MORE
ASSISTANCE AT THE POINT OF NEED
CROSS-CHANNEL ORCHESTRATION
IMPROVE ORDER ACCURACY AND
DELIVERY EXECUTION ACROSS
CHANNELS
MAKE IT EASY AND REWARDING
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.35
TRANSFORM YOUR CUSTOMER
EXPERIENCE WITH PROACTIVE
SUPPORT
MAXIMIZE LIFETIME VALUE
REWARD HIGH VALUE CUSTOMERS
MAKE IT EASY AND REWARDING
THE POWER OF ORACLE’S COMPLETE
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.36
COMPLETE CUSTOMER EXPERIENCE (CX)
Measurable ResultsIncreased Sales, Improved Satisfaction, Lower Costs
30% decrease in
contact center costs
Reduced agent response
times 50+%
CSAT increased to 95%
Improved cross
channel consistency
7X increase in conversion
rates
Sales leads up 50%
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.37
times 50+%
99% self-service rate
channel consistency
7x increase in
Net Promoter Score
Increased shopping
cart size by 25%
BEST CROSS-CHANNEL
ENGAGEMENT
�Deliver exceptional order
fulfillment and customer
service through web, call
centers, and social networks
�Create a consistent,
connected & personalized
brand experience across all
channels & devices
�Connect and analyze data
from all interactions to better
personalize experience and
identify hidden opportunities
BEST CUSTOMER
EXPERIENCE INSIGHT
BEST CROSS-CHANNEL
FULFILLMENT & SERVICE
Oracle’s Complete Customer ExperienceEmpowering People, Powering Brands
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.38
• Best-in-class web commerce
• Best-in-class knowledge base w/ guided search & navigation
• Web experience management w/ dynamic content & design
• Mobile optimization
• Social engagement
• Cross-channel marketing & loyalty
• Best-in-class cross-channelservice experience (web, social,
contact center)
• Best-in-class knowledge mgmt
• Cross-channel order capture and orchestration
• Integrated warranty management
• Social marketing
• Master data management
• Customer-centric data model
• Real-time operational insight
• Real-time decisions & recommendations
• Semantic and pattern analysis of unstructured/structured data
• Social data & monitoring
Fusion FusionFusion
Fusion RightNow
Choice Of DeploymentIn The Cloud, On Premise or Both
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.39
DatabaseService
JavaService
Data Service
MDMService
SocialRelationship Management
Fusion Talent
FusionFinancials
Fusion Sales and Marketing
Fusion HCM
RightNowCloud Service
Oracle’s Complete Customer ExperienceEmpowering People, Powering Brands
� Best-in-Class Customer Experience Solution
� End-to-End B2C and B2B Business Processes
�
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.40
� Multi-channel and Cross-channel Support
� Social and Mobile Optimization
� On Premise and in the Cloud Deployments
InteractionsInteractions
Oracle Customer Experience
DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE
Oracle Customer Experience FrameworkOnly Oracle Delivers an End-to-End Customer Lifecycle Solution
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.41
Interactions(Commerce, Sales, Marketing, Service)
Interactions(Commerce, Sales, Marketing, Service)
OperationsOperations
DataData
Social
Applications
Analytical
Applications
Oracle Customer Experience
InteractionsRecommendResearchNeed Select Purchase Receive Use Maintain
DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE
Oracle Customer Experience FrameworkOnly Oracle Delivers An End-to-end Customer Lifecycle Solution
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.42
DataCustomer Product Content
OperationsSelf Service
Agent Assist
Account Management
Knowledge Management
Service and Support
Select/Browse
Offer/Recommend
Order Management
Business Insight
Commerce
Campaign Management
Community Management
Order Management
Channel Optimization
Marketing and LoyaltySales
Planning
Prospecting
Opportunity Management
Execution
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.43
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.44
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.45