oracle cg cx industry transformation for tahari

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Engaging ConsumersRequires Modern Customer Experience

Prepared by: Chris CorriganRegional Director – Oracle [email protected]

Prepared for:

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 2

Safe Harbor StatementThe 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.


Why Are We Here Today?

The convergence of channels and higher customer expectations means the store is now an even more important ‘must win’ for consumer goods & retail companies.

This requires a new focus on Retail Execution efficiencies and best practices. Are you engaging successfully on the frontline?


Key Challenges in Consumer Goods

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Direct Consumer CommerceeCommerce will make up nearly one-half of the total growth in the US grocery sector for the next five years, driving significant coopetition between manufacturers and retailers.

GMA, Boston Consulting Group

Consumer and Channel ComplexityIn both developed and emerging markets, there is a wider variety among consumers and sales channels now than at any time in the recent past.

Strategy& (Booz)

Retail Execution90% of CG Execs rank Retail Execution as a TOP FIVE priority, but companies experience 70-90% failure rates in retail execution.

Bain & Company and Shopper 360

Limited Analysis and Insight67% of marketing dollars are spent on retailer trade promotion, but 21% of CPG executives admit that they trust their intuition more than the available data to make trade promotion-related decisions.

PointRoll, Accenture


Many Competing Paths for Consumer Interaction


DigitalChangesEverything

Around-the-clock Availability

Consumer Expectations

Real-time Fulfillment

Flawless Engagement

Personalized Service

Information any time, Anywhere

Business Model

Insight

Speed to Market

Employee Expectations

New Markets


Will you win at the intersection of digital & physical?

High performing CG manufacturers are

26% more likelyto have fully developed digital-physical strategies than their underperforming peers.


Results Being Realized by World-Class Companies

17Distinct wine clubs,

one marketing process, over 16,000 club members served

annually

350%Increase in year one sales with over 30%

of online revenue influenced by personalized

recommendations

1.5 minutes

saved on order entry calls

80k calls per month

1.6M+Customer service

calls per year

95%+Customer Satisfaction

Reduced call times by

50% and email response time by

70%

Head of Sales

Head of Sales Ops

Head of Commerce

Head of Service

Head of Social

Head of Marketing

3MSales consultants

reaching 100M consumers


Sample Oracle CG CX Customers

9


Oracle Consumer Goods CX Journey

Know what motivates me

Tell me what I want to know

Address my questions and

concerns

Be sure that I can find the

products I want

84

Help me share my experiences

5

6

73

2

Present the best offer for

my needs

Be consistent wherever I find you

Inspire me

1


Oracle Customer Experience for Consumer Goods

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Empower collaborative customer and category planning with predictive insights

Optimize execution to target action where it adds the most value

Deliver consistent experiences across online, in-store, contact center, and social

Delivering superior differentiated consumer experiences by leveraging the variety of moments across the continuum of the consumer’s brand journey to create multiple layers of resonance and relevance for the brand with each consumer.

Customer Business Planning

Retail Execution

Consumer Engagement

2

3

1


Traditional CRM• Goal = Customer Insight• Key Features:– 360° View of Customer– Tracking interactions– Improved reporting on customers– Companies drive the flow of

informationMaximizing interaction revenue

Modern CX• Goal = Customer Engagement• Key Features:– Continuous lifecycle for customer– Customers in control of conversation– Explosion of channels: social, mobile,

chat– Leverage insights to drive decisionsDelivering greater lifetime customer value

Oracle Confidential – Restricted 12

“CRM” Evolves to “Customer Experience”


Oracle CX Cloud SuiteCX Industry Solutions

Data Management

Analytics & Data

Visualization

Application Development

Content & Collaboration

Process & Integration

Identity & Security

Unified CX Platform

CX Cloud Apps

Oracle Commerce Cloud

Oracle Sales Cloud

Oracle CPQ Cloud

Oracle Service Cloud

Oracle Social Cloud

Oracle CX Marketplace

Oracle Marketing Cloud


Why Choose Oracle CX For Consumer Goods?End-to-end CX solutions that grow with your business

The only industry solution providing broad capabilities to support digital transformation needs combined with deep consumer and customer solutions and expertise to complete the full B2B2C journey.

1

Evolves Retail Execution sales role to in-store brand advisor for the buyer/store owner, advising on consumer trends, product assortments, and programs.

5

Innovative customer business planning solution changes the game by planning customer sell-through in the context of the ultimate consumer/shopper interaction and sale.

3

Interactive self-service capabilities supporting collaborative customer planning and management, including the ability to share digital content.

4

Intelligent consumer engagement solution, leveraging unique consumer insights to drive interaction and engender loyalty through engagement, commerce, and ongoing service and retention.

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• 19 Leading Gartner and Forrester Ratings• Only vendor ranked with a complete CX suite by Forrester• Oracle OnPrem CG solutions are consistently top ranked by

Gartner and CGT

• Only solution bringing full consumer engagement insights to Retail Execution • Only a few solution bring TPx and RE processes together –

and only Oracle is evolving TPx to CBP

• Only solution to move beyond Trade Promotion Mgmt to Customer Business Planning• Only solution to integrate consumer data and insights in

planning trade promotions and assortments

• Only solution to extend Customer Business Planning and operational support to retail collaboration• Only solution embedding digital content delivery

• Oracle DaaS with largest mobile data reach in the industry, cross channel ROI measurement of over 1000 campaigns• Industry’s only complete offering, scalable and extensible