This document provides an overview and agenda for a demonstration of Oracle CX Mobility and Customer Experience technologies powered by Accenture's Foundation Platform for Oracle. The demonstration will showcase an end-to-end customer experience scenario for a global insurance customer. It will highlight how Accenture and Oracle technologies can work together to improve customer experience. The agenda includes sections on customer experience research, the customer experience imperative for insurance companies, the scale of mobility opportunities, and the technologies powering the demonstration such as Oracle ADF, Siebel, and Big Data platforms.

1. Oracle CX
Mobility and Customer Experience Demo
Powered by Accenture Foundation Platform for Oracle (AFPO)

2. Today’s Demonstration
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.
Copyright © 2013 Accenture All rights reserved.
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3. GLOBAL
INSURANCE for your
We stick our neck out
safety!
An Accenture Demonstration Powered by
AFPO

4. Why are we focusing on Customer Experience?
Customer Experience will be a strategic differentiator for Global Insurance.
Accenture Research
Consumers are leaving their providers more
than ever before
85% of customers said that companies could
Oracle Research
64% of customers said they would stop doing
business with an organization after a poor
customer experience
have done something different to prevent them
from switching
Of those, 91% would go on to buy from a
competing company
48% of customers expect specialized treatment
After a poor customer experience – as many as
49% of consumers will go on to post on a social
network
for being a "good" customer
50% said it is extremely important for
companies to have customer service people
who know their history
… but …
84% of customers are willing to pay more for a
better customer experience
Copyright © 2013 Accenture All rights reserved.
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5. But – the bottom line is…
Customer Experience Leaders Outperform the Market
Copyright © 2013 Accenture All rights reserved.
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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
Create opportunities from the
engagement center
from a cost to profit center
Think mobile first –
for customers and the enterprise
Copyright © 2013 Accenture All rights reserved.
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7. The Scale of Mobility
Connected
Devices
9 Billion
9B
World
Population
Mobile
Phones
7 Billion
2 Billion
Smartphones
Credit
Cards
3 Billion
Internet
Users
Cars &
Trucks
6 Billion
2 Billion
1 Billion
Source: GSMA, Nilson Report, United Nation Department of Economic and Social Affairs, Accenture Analysis.
Copyright © 2013 Accenture All rights reserved.
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8. Today’s Day in the Life Scenario
Copyright © 2013 Accenture All rights reserved.
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9. Copyright © 2013 Accenture All rights reserved.
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10. Copyright © 2013 Accenture All rights reserved.
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11. Today’s Day in the Life Scenario
Copyright © 2013 Accenture All rights reserved.
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12. Technology Powering the Demonstration
Products Used
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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
Accenture Foundation Platform for Oracle (AFPO)
Oracle Enterprise Linux, Oracle Database, Oracle WebLogic, Oracle Enterprise Manager
Oracle Engineered Systems: Exalytics, Exalogic, Exadata
Copyright © 2013 Accenture All rights reserved.
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13. Thank you!