hpmc 2014 - cx and mobility showcase - oracle
DESCRIPTION
Presented during the High Performance Marketing Conference 2014, organized by Accenture on January 23rd, 2014.TRANSCRIPT
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Oracle CX
Mobility and Customer Experience Demo
Powered by Accenture Foundation Platform for Oracle (AFPO)
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Copyright © 2013 Accenture All rights reserved. 2
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
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GLOBAL INSURANCE We stick our neck out for your
safety!
An Accenture Demonstration Powered by
AFPO
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Copyright © 2013 Accenture All rights reserved. 4
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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Copyright © 2013 Accenture All rights reserved. 6
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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Copyright © 2013 Accenture All rights reserved. 7
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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Copyright © 2013 Accenture All rights reserved. 8
Today’s Day in the Life Scenario
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Copyright © 2013 Accenture All rights reserved. 9
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Copyright © 2013 Accenture All rights reserved. 10
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Today’s Day in the Life Scenario
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Copyright © 2013 Accenture All rights reserved. 12
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
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Thank you!