Your Customer Has Changed

1.  RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive 2.  Accenture Stats, 2014 3.  http://mckinseyonmarketingandsales.com/infographic-me-commerce-and-the-future-of-retail 4.  Bain POV Future of B2B Sales of purchase cycle complete before engaging with a supplier 5.  Digiday. “15 Eye-Popping Stats About Social Shopping.” 2013 6.  McKinsey 7.  American Express 8.  GetElastic, Ecommerce Personalization Stats and Trends Dec 2013 9.  LivePerson 10.  Forrester Research, 2008

Modern Customer Experience

Modern Consumer Engagement

Start modernizing today www.oracle.com/cx

Connect Every Interaction Your Customer Has with Your Brand

Excellent Customer Experience Must Last The Entire Journey

Oracle Modern Customer Experience

The Business Value of Oracle Modern Customer Experience

86% of consumers will

pay more for a better customer

experience1

1% Consumers feel

their expectations are consistently

met1

89% Customers have

switched brands due to a poor customer

experience1

36%

of customers find it easy to make purchase via a

mobile phone2

85%

of consumers browse online for products daily

or weekly3

53%

of the purchase cycle is complete before engaging

with a supplier4

74%

of consumers use social networks to make

purchasing decisions5

70%

of buying experience are based on how customers

feel they’re treated6

49%

of consumers use two devices simultaneously

for different uses2

ENGAGE PERSONALIZE

REWARD SERVE

45% online consumers are more likely to

shop a website offering

personalized recommendations8

80% future revenue comes from 20% of current

customers10

71% online visitors expect help within five minutes9

67% Customers have hung up the phone from frustration they couldn’t talk to a real person7

Need!

Research!

Select!Buy!

Use!

Recommend!

Social5Marke8ng5

Sales5Commerce5Service!

MARKETING CPQ COMMERCE SOCIAL SALES SERVICE

CUSTOMER BRAND

“25% reduction in selling costs.”

“2x’s higher open rates & 4x’s higher click thru rates than other

media.”

“Four-day reduction in time-to-configure quotes.”

“Increase conversion rates by 200%.”

“Reduced cost-per-call by almost 50%.”

“40% increase in sales opportunities.”