delivering a world-class customer experience level 1 sho… · competitor after a poor experience...

11/26/2015

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Connecting every interaction across every channel

Graham MansfieldSenior Director CX, Oracle ECEMEA

Oracle Confidential – Internal/Restricted/Highly Restricted

Delivering a World-Class Customer Experience

11/26/2015

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 4

social

mobile

y-gen

self discovery

buying

learning

targets

choice

value

expectation

information

Your Customer has

CHANGED


Customer Advocacy

That requires …Change in a company's culture to supportcustomer-focused marketing, sales and service

and

Alignment of goals to the customer vs. department or channel

And starts with…Outside-in focus on the customer’s experience

Oracle Confidential – Internal/Restricted/Highly Restricted 5

Specialized set of interactions where companies focus on what’s best for customers

What implications does this have for your business?

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How Customer Advocacy Has Affected Us

86%


CUSTOMERS TAKE CONTROL

of consumers will pay more for a better customer experience

1% of consumers feel their expectations for a good experience are met

89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile

Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive


Still, doing this well results in revenue upside

$1.6 billionwireless service provider


$1.4 billionairline

$729 millionhotel chain

$ 825 millioncredit card provider

Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)

Growth(indexed)

Years5 10 15 20 25

100

200

300

400

500

Loyalty Leader

Average

How is Net Promoter Score℠related to growth?

Source: Bain & Company: How is Net Promoter Score℠ related to growth?

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Perception Chasm in the C-Suite


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 hada consistent positiveexperience with the brand

But only80%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 .


But statistics indicate there is progress to be made


of execs say customerexperience 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)

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The Grand Disconnect


Social

Mobile

Store

Call Center

Website

eCommerce

Need > Research > Select > Buy > Use > Recommend

Individual disconnected interactions? or the connected customer journey?


Impact


Survey of Executives Shows Substantial Risks

20% potential revenue loss for not offering positive, consistent customer experience

Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)

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Taking Steps toward the Customer Advocacy shift


More than a technology decision

Outside In• Excel at individual interactions• Provide excellent connected journeys and customer intimacy• Make it easy, personable to do business with your company

Inside Out• Connect cross-functional processes, BI, Customer 360• Institute cultural change around customer obsession

Sources: Harvard Business Review “The Truth About Customer Experience” by McKinsey Partners Alex Rawson, Ewan Duncan, and Conor Jones; and Oracle Corp.


Oracle Customer ExperienceConnecting Every Interaction Your Customer Has With Your Brand

CUSTOMER BRAND

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Oracle CXComplete Customer Experience Platform

Oracle Marketing

Integrated Customer Experience Foundation

Social Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Analytic KPIs & Dashboards

Predictive Analytics


CompleteModern 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 andIntegrate to the Enterprise

Oracle Customer ExperienceEnabled in the Cloud

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Social• Social Insights• Personalized Interaction• Social Service• Revenue Growth


CompleteBroadest solution capabilities to support your customers’ journey

Service• Customer Engagement• Agent Empowerment• Agile Customer Service

Commerce• Dynamic experience• Scalable• Business -fiendly

Sales• Easy and Adaptable Selling• Customer Insight• Mobility and Productive Selling• Collaborative Selling• Pipeline Building

Marketing• Social Marketing• Modern Marketing Content• B2B and B2C Lead Generation• Customer/Prospect Profile

SalesService

MarketingSocial

CPQCommerce

CPQ• Sell more with effective cross-sell /upsell.• Sell faster • Sell profitably


Results Being Realized by World-Class Companies

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

$5.5Min contribution

margin

30%

increase in ASP

8 minutesfrom prospect discussion to

signature via iPad

56%increase in online

sales

10-60%increase in avg.

order value

5-10XFaster time to

market

$350K-$5M Annual Savings

45%Jump in new

orders

40%Drop in tech

support inquiries

$MSaved by preventing

PR crisis

20Xsocial follower

growth, 5x social engagement growth

2XFaster customer

acquisition

Head of Sales

Head of Sales Ops

Head of Commerce

Head of Service

Head of Social

Head of Marketing

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One Experience

Cross Channel


We integrate the cross-channel journey that your customers experience

SalesService

MarketingSocial

CPQCommerce

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


Leverage CX platform for Competitive Advantage

Dynamic CX profile Preconfigured CX profile covers:

Ability to extend or build your own

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)

Insightful and ExtensibleKnow your Customers; Integrate and Extend your CX platform

• Customers• Accounts• Contacts

• Sales• Locations• Preferences

• Leads• Orders• Partners

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Tailored for IndustriesReference Architectures /Blueprints to Accelerate Adoption & Time to Value

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


Customer Case Study: Celcom

Challenges

Inconsistent customer experience No unified customer view Lack of efficient online shopping, acct. mgmt. & service Reactive POS inventory management Disconnected multi-channel transactions Lengthy order transactions No centralized inventory management Delayed dealer compensation Inability to personalize offers for cross-sell/upsell Sub-optimal customer care

Fastest Growing Communications Company in Malaysia Improves Customer Experience, Efficiency, and Revenue to Make Their Way to #1

Results

Registrations by 20% Online sales Customer view: 20 screens 1 screen Order time: 2 hrs. 2 min. Dealer pay: 1x month 2x month Connected multi-channel transactions Online self-service: none active Centralized proactive inventory mgmt. Lacking insight analytics that improve sales planning,

reports for customers and managers Inability to measure experience, satisfaction, more

new measures in place and tracked

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Oracle’s Cloud Leadership

21,500,000+ End Cloud Users

13 Global Data Centers

Cloud Customers In

34 Languages

Cloud Customers in

180+ Countries

10,000+CloudEnterprise Customers

2,100+ CloudCX Customers


Summary and Next Steps

Next StepDeeper dive into product/solution capability that will deliver greatest

business value for you

What’s Changed around Customer Experience?Your customer has changed

Customer Experience Impact• Upside for doing CX well: $B in revenue• Downside for doing CX poorly: $20% revenue loss

How to Deliver Great Customer Experience• Outside in: excel at individual interactions; connect interactions across entire journey• Inside out: connect cross-functional processes; institute cultural change

How Oracle Enables Great Customer Experience• Complete: marketing, sales, CPQ, commerce, service, social• Cross-Channel: integrated across your customers’ entire journey• Insightful and Agile: better customer knowledge, easy to extend your CX platform• Tailored for Industries: accelerate adoption and time-to-value

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delivering a world-class customer experience level 1 sho… · competitor after a poor experience...

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