1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

2

08 de Febrero de 2013

Abel Hernandez RíosCRM Sales Consultant

Customer Experience

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3

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.

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4

CUSTOMER EXPERIENCE

• Retos en la experiencia del cliente• ¿Qué es Customer Experience?• Oracle CX

Agenda

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5

Mayor Competencia

Poca diferenciación

Marketing tradicional

Clientes proactivos

El mundo está cambiando…CX como Estrategia clave de diferenciación

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6

WEB

CONTACTCENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL

NEED /RESEARCH

SELECT PURCHASEMAINTAIN /

RECOMMENDRECEIVE /

USE

Read Reviews

Comparison Site

Web Search

Ask Facebook FriendsFor Recommendations

Visit Retail Phone Store

Chat

Email Order Confirm w/Rec

Pickup Device Local Store

Tweet AboutPurchase Experience

Ask for Help onCommunity Chat Room

Product Info

Order Handset Online

Kiosk

Change Features On Order

Select Product

BrowseFlyer

Order Value Added Services Online

Call for Info about Add-on Services

Los clientes exigen una mejor experiencia…

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7

Una experiencia multicanal conectada es una de las últimas oportunidades de diferenciación competitiva.*

EXPERIENCIA MULTICANAL

* Source: Yankee Group, Delivering a World-Class Customer Experience: Transformation from the Outside In , 2011

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.8

Es clave proveer de una experiencia dinámica y personalizada a través de todos los canales.*

PERSONALIZACIÓN

* Source: Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.9 * Source: Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011

Los clientes esperan que los productos o servicios sean consistentes a través de todos los diferentes canales.*

EXPERIENCIA CONSISTENTE

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.10

Una estrategia de comercio múlticanal puede incementar: - conversiones hasta 16% - órdenes en línea hasta 50% además de reducir costos.*

* Source: Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011

VALOR DE NEGOCIO

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.11

SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE

Los silos crean frustración…

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.12

1%

Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.13

Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012

de los clientes se van con la competencia

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14

When I go online, I can’t easily find what I need. It’s too complicated to find what’s best for me

John Buyerwww.johnbuyer.com

Joe Buyer

Wouldn’t it be nice if they rewarded me for all the friends I have referred?

23

Why didn’t they send this mobile coupon to me while I was still in the store?

Store

The shopping experience online is incredibly inconsistent! I can’t get the help I need when I need it!…Read more

Why does the storecarry different itemsthan they do online?

Why are the prices different online than they are in-store?

Jim Buyer

Can’t their sales reps see my web order? The Acme rep always knows all my orders.

23

Store

When I clicked “Chat Now” the agent had no idea of what was in my shopping cart. It’s so frustrating!…Read more

Why can’t I order an item online and pick it up at my local store? Itmakes NO sense

Kim Buyermyface.com

¿Qué Estrategia es Viable para Competir?

¿Clientes Satisfechos?

Tú

Cliente

Competencia

Tu problema…

¿Los Clientes Satisfechos son Leales?

¿Qué es Customer Experience?

“Es la suma de todas las interacciones que un cliente tiene con un proveedor de

bienes o servicios durante la relación”

Source: http://en.wikipedia.org/wiki/Customer_experience

COMPRA POSEESoporte & ServicioMarketing & Ventas

El Ciclo de la Experiencia del Cliente

NECESITA

1

INVESTIGA

2

COMPRA

4

RECIBE

5

UTILIZA

6

MANTIENE7

RECOMIENDA

8

3SELECCIONA

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.20

RRetención

AAdquisición

EEficiencia

+ +

Ecuación de CX

CX=

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.21

Valor de Negocio de CX

Incrementar el Valor Promedio de la Orden

Incrementar el Tráfico Mejorar el Índice de Satisfacción de Clientes

Mejorar el Soporte Multicanal

Disminuir el Riesgo de Abandono

Incrementar la Tasa de Autoservicio

Incrementar la Productividad

Disminuir Costos Operacionales

Incrementar la Tasa de Conversión

RetenciónAdquisición Eficiencia

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.22

Gente, Procesos & Tecnología

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.23

WEB

CONTACTCENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL

NEED /RESEARCH

SELECT PURCHASEMAINTAIN /

RECOMMENDRECEIVE /

USE

Read Reviews

Comparison Site

Web Search

Ask Facebook FriendsFor Recommendations

Visit Retail Phone Store

Chat

Email Order Confirm w/Rec

Pickup Device Local Store

Tweet AboutPurchase Experience

Ask for Help onCommunity Chat Room

Product Info

Order Handset Online

Kiosk

Change Features On Order

Select Product

BrowseFlyer

Order Value Added Services Online

Call for Info about Add-on Services

Los clientes exigen una mejor experiencia…

Multicanal

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.24

CREAR EXPERIENCIAS INNOLVIDABLES ES IMPERATIVO

“sirve MIS necesidades”

“se relevante”

“comprométeme”

“recompénsame”

“gana mi confianza”

“genérame valor”

“se honesto”

“minimiza el riesgo”

“conoce mi historia”“hazlo fácil”

“se consistente”

Entregando las Experiencias que NUESTROS clientes quieren

“represéntame”

25

SOLUCIONES ORACLE CUSTOMER EXPERIENCE

CHANNEL

WEB CONTACT CENTER

CATALOG MOBILE DEVICE EMAIL TABLET SOCIAL IN-STORE

ORACLE Customer Experience

PERSONALIZACIÓN WEBATG WEB COMMERCE

ENDECA GUIDED SEARCH

ORACLE KNOWLEDGE MANAGEMENT

ORACLE RETAIL POINT OF SERVICE

ORACLE CRM

SOCIAL, MARKETING, SALES, SERVICE, LOYALTY

ORDER MANAGEMENT, PRODUCT MASTER

DISTRIBUTED ORDER ORCHESTRATION

SOLUCIONES DE INDUSTRIA

POLICY CONTROLLER

BILLING AND REVENUE MANAGEMENT

RAPID OFFER DESIGN AND ORDER DELIVERY

MDM/ANALÍTICOSREAL-TIME DECISIONS, BUSINESS INTELLIGNECE

CUSTOMER HUB, PRODUCT HUB

COMMUNICATIONS DATA MODEL

PERSONALIZACIÓN WEB

VENTA WEBBÚSQUEDA

WEBGESTIÓN DE

CONOCIMIENTOSELF-SERVICE

PoS

DECISIONES EN TIEMPO REAL

INTELIGENCIA DE NEGOCIO

BASE ÚNICA DE PRODUCTOS

BASE ÚNICA DE CLIENTES

DATA WAREHOUSING POR LINEA DE

NEGOCIO

GESTIÓN DE POLÍTICAS

ORQUESTACIÓN DE PROCESOS

ENTREGA DE SERVICIOSMODELO DE DATOS DE

INDUSTRIA

MARKETINGLEALTADVENTASSERVICIOSOCIAL

26

Q & A

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.27

The Experience RevolutionMonday, June 25, 2012

New York City Event Briefing

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.28

29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.