Download - Customer Experience - Aaron Shidler
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CX Central Welcome Keynote
Aaron Shidler Vice President, CX Industry Oracle Product Development October 1st, 2014
Lead your Industry and Deliver ROI Through Customer Experience
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Safe Harbor Statement
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 development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Program Agenda
The CX Initiative
Oracle CX Solutions
Summary
Q&A
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social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
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of execs say customer experience is critical
to their business advantage
are just getting started with a customer experience initiative
consider their customer experience initiative to be advanced
97% 39%
20%
Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)
And statistics indicate there is progress to be made
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Social
Mobile
Store
Call Center
Website
eCommerce
Need > Research > Select > Buy > Use > Recommend
Individual disconnected interactions? or the connected customer journey?
The Grand Disconnect
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49% of CEOs think customers
will switch due to CX
89% of customers have switched to a competitor precisely because of poor CX
43% of customers have had a consistent positive experience with the brand
But only 80% of CEOs believe they
give good CX
the brand
Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle, (2013, )from market research survey of 1,300 global senior execs in North America, Europe, Asia Pacific and Latin America .
Perception Chasm in the C-Suite
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In only two years, 90% of companies expect to compete almost entirely on the basis of customer experience.
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Source: Gartner, Laura McLellan, Gartner research, referenced in AdAge, Sept. 2014
Why Start Now?
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CUSTOMER BRAND
Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand
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Program Agenda
The CX Initiative
Oracle CX Solutions
Summary
Q&A
1
2
3
4
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Oracle Marketing
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Analytic KPIs & Dashboards
Predictive Analytics
Oracle Customer Experience The Complete Customer Experience Platform
Oracle Social
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Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer
Tailored for Industries
Best Practices for Competitive Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value deliver pre-built business
processes across silos Modern
Empowered Customer
Cross-Channel
Extend solution, use Dynamic CX profile and Integrate to the Enterprise
Oracle Customer Experience Enabled in the Cloud
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Service Knowledgebase & Customer Engagement
Field Sales & Agent Empowerment Agile Customer Service Center
Commerce Dynamic Personalized experience management
Scalable Cross-Channel Commerce Multi-site branding
CPQ Sell more with effective cross-sell /upsell
Easy setup for Configurable Products Flexible Approval Workflow
Sales Easy, Adaptable and Collaborative Selling
Customer Insight and Pipeline Building Mobility and Productive Selling
Social Social Relationship Management
Social Insights and Service Personalized Interaction
Sales Service
Marketing Social
CPQ Commerce
Marketing B2C Orchestrated Cross-Channel Campaigns
Social and Modern Marketing Content B2B Lead Generation
Oracle Customer Experience Broadest solution capabilities to support your customers’ journey
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https://www.youtube.com/watch?v=lzyu_zpyLkQ
Financial Services Showcase
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Customer Experience Marketing
Web Marketing
Mobile Advertising
Social Marketing
Data Management Platform
Display Advertising
Multi-Channel Campaign Management
Targeting and Segmentation
Marketing Measurement
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Sales Prediction
Leads and Opportunities
Partner Relationship Management
Forecasting Sales Campaigns
Territory Management
Customer Data Management
Quota & Compensation Management
Customer Experience Sales
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Price Quote
Search & Personalization
ERP, Supply Chain & E-Signature Integration
Recommendations Catalog Management
Configure
Transaction Mgmt.
Customer Experience Commerce & Configure-Price-Quote
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Mobile Self-Service
Chat and Co-Browse
Cross Channel Contact Center
E-mail Management
Support Communities
Knowledge Management
Web Customer Service
Policy Management
Customer Experience Customer Service
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Customer Experience Social Relationship Management
Social Marketing
Social Data & Insight
Social Networking & Collaboration
Social Listening & Engagement
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175%
50%
30%
Increase in revenue attributed to marketing
customer response rates to campaign
New customer growth
20% Growth in year-to-
year revenue
95% Reduction in time to
create reports
50% Gain in product
penetration
$5.5M in contribution
margin
30% increase in ASP
8 minutes from discussion to signature via iPad
56% increase in online
sales
10-60% increase in avg.
order value
5-10X Faster time to
market
$350K-$5M Annual Savings
45% Jump in new orders
40% Drop in tech support
inquiries
$1M+ Saved by preventing
PR crisis
20X social follower
growth, 5x social engagement growth
2X Faster customer
acquisition
Head of Sales
Head of Sales Ops
Head of Commerce
Head of Service
Head of Social
Head of Marketing
Results Being Realized by World-Class Companies
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Powerful Integration to create Customer Intimacy
Example integrations • Marketing/Sales Cloud • Services/Social Cloud • Commerce/Social Cloud • Social/Marketing Cloud
Unique value of CX integrations • Higher sales revenue • Greater customer retention/loyalty • Reduced time to market and results • Lower cost and improved value of using unified suite
Delivered and planned Integrations • Over 37 cross-channel integrations developed • 11+ cross-channel integrations planned for FY15 • Integrations to 120+ Application Marketplace partners
One Experience
Sales Service
Marketing Social
CPQ Commerce
Cross Channel We integrate the cross-channel journey that your customers experience
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Benefits:
Extend capabilities
One cloud platform
Streamlined development
to create new features and new applications
with standards-based tools
with applications portable to other platforms
Example Use Cases:
Create a Mobile App 1
2
3
4
5
External Document Sharing
Unify and Simplify BI
Get certified 3rd Party Apps
Develop App & Access External Data
Enrich Your CX Cloud with Oracle Cloud PaaS
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Leverage CX platform for Competitive Advantage
Insightful and Extensible Know your Customers; Integrate and Extend your CX platform
Ability to Extend CX applications and Build Your Own Compose UI and data structures in Fusion; extend with
Oracle or other PaaS providers. Leverage Groovy and Java for custom applications
Ease of Leveraging Investments made in Enterprise Integrate on-premise with cloud applications to efficiently
automate key business processes Powerful Business Intelligence across Customer Journey Analytics included with CX applications or consolidate with
Oracle Analytics Cloud (coming soon)
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Oracle CX Cloud
Rich tailoring capabilities
Mobile support Embedded social
collaboration Tailor approvals/
workflows
Database Services
Data storage Data import
Mobile Services
Mobile APIs Federated identity Mobile security Any platform,
any device
Developer Services
Source code management
Build deploy tools Web service
repository
Java Services
Logic and business rules
UI modifications Full power of J2EE
Marketplace 3rd party apps
Unique apps By cloud partners Certified
BI Services
Enterprise analytics
Reporting
Document Services
External document collaboration
Offline syncing Web, mobile,
desktop
One Cloud Platform
Personalize Your CX Cloud Tailor within SaaS. Enrich with PaaS.
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Pre-built with best practices for your business needs
Enhanced View of Industry Solution
• Enhanced ability to see how Oracle products address your industry-specific Customer Experience initiatives
Blueprint for Each Industry
• Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)
Accelerated Customer Deployment
• Superior ability for Consulting partners to speed deployment through: – Reference configurations – Integrations – Industry best practices
Tailored for Industries Reference Architectures /Blueprints to Accelerate Adoption & Time to Value
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
The CX Initiative
Oracle CX Solutions
Summary
Q&A
1
2
3
4
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Modern CX Cloud: Customer Examples
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Comprehensive, Modern and Complete B2B, B2C, Multi-Channel, Mobile, User-centric Data Driven Big Data, DaaS, Data Cleansing, Social Data
Global and Industry Reach Industry Coverage, Global Capabilities, Secure
Platform and Ecosystem Integrations, PaaS, IDM, Analytics, Marketplace
Oracle Customer Experience Key Differentiators
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Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
The CX Initiative
Oracle CX Solutions
Summary
Q&A
1
2
3
4