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1   Copyright © 2012, Oracle and/or its affiliates. All rights
    reserved.
Abel Hernandez Ríos
CRM Sales Consultant
                       08 de Febrero de 2013


                                               2
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.



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



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




4   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
El mundo está cambiando…
        CX como Estrategia clave de diferenciación




      Mayor                                                            Poca        Marketing      Clientes
    Competencia                                                   diferenciación   tradicional   proactivos




5   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Los clientes exigen una mejor experiencia…
                                                  NEED /                                                                                RECEIVE /              MAINTAIN /
                                                                                  SELECT                   PURCHASE
                                                RESEARCH                                                                                  USE                 RECOMMEND

                                                                                                        Order Handset Online
                                                       Comparison Site                                                                                          Order Value Added
              WEB                                                                                                                                               Services Online

                                                                                                           Chat                                               Call for Info about
          CONTACT
           CENTER                                                                                                                                             Add-on Services
                                                                               Visit Retail                  Change Features On Order
                                                                               Phone Store
          IN-STORE                                                                                                                      Pickup Device
                                     Browse                                      Kiosk                                                  Local Store
                                      Flyer

          CATALOG                                                                              Select Product


                                                                                   Product
            MOBILE                                                                 Info
                                      Web Search
                                                                                                   Email Order
                                                                                                 Confirm w/Rec
             EMAIL

                                                                 Ask Facebook Friends                                                                   Ask for Help on
                                                                                         Read Reviews                  Tweet About
            SOCIAL                                               For Recommendations                                                                    Community Chat Room
                                                                                                                       Purchase Experience




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



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

7   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   * Source:Yankee Group, Delivering a World-Class Customer Experience: Transformation from the Outside In , 2011
PERSONALIZACIÓN




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

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




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

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


Una estrategia de
comercio múlticanal
puede incementar:

- conversiones hasta 16%
- órdenes en línea hasta 50%

además de reducir costos.*
 10   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   * Source:Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
Los silos crean frustración…

                     DIRECT                               IN-STORE          CALL CENTER   WEB   MOBILE   SOCIAL




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

12   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012
13   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.   Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012
Why didn’t they send
                                                                                                                                         Can’t their sales reps see
                                                                                            this mobile coupon to
                                                                                                                                         my web order? The Acme
                The shopping experience online                                              me while I was still in                      rep always knows all my
                is incredibly inconsistent! I                                               the store?                                   orders.
                can’t get the help I need when
                I need it!…


Why are the prices                                          Why can’t I order an
different online than                                       item online and pick it
they are in-store?                                          up at my local store? It                             When I clicked “Chat Now” the
                                                            makes NO sense                                       agent had no idea of what was
                                                                                                                 in my shopping cart. It’s so I go online, I can’t
                                                                                                                                        When
                                                                                                                 frustrating!…          easily find what I need.
                                                                               myface.com                                               It’s too complicated to
                                                                                                    Why does the store
                                                                                                                                        find what’s best for me
                              Wouldn’t it be nice if they                                           carry different items
                              rewarded me for all the                                               than they do online?
                              friends I have referred?                                                                                           www.johnbuyer.com




   14   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
¿Qué Estrategia es Viable para Competir?




¿Clientes Satisfechos?
¿Los Clientes Satisfechos son Leales?




        Cliente
                       Tú
                              Competencia




                  Tu problema…
Manejo de la Experiencia del Cliente
“Es la suma de todas las interacciones
que un cliente tiene con un proveedor de
  bienes o servicios durante la relación”




   ¿Qué es Customer Experience?
                      Source: http://en.wikipedia.org/wiki/Customer_experience
El Ciclo de la Experiencia del Cliente
                          COMPRA                  RECOMIENDA


                                4
                                                          8




SELECCIONA   3   COMPRA                                        POSEE               7   MANTIENE
                 Marketing & Ventas                           Soporte & Servicio
                                         1


                                                   5


                            2                                        6


                       INVESTIGA      NECESITA   RECIBE           UTILIZA
Ecuación de CX




CX=                                                    A
                                              Adquisición
                                                                            +    R
                                                                                Retención
                                                                                            +    E
                                                                                                Eficiencia




20   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Valor de Negocio de CX

          Adquisición                                                        Retención                  Eficiencia

                                                                             Mejorar el Índice de      Incrementar la Tasa de
            Incrementar el Tráfico
                                                                            Satisfacción de Clientes        Autoservicio


           Incrementar la Tasa de                                             Mejorar el Soporte          Incrementar la
                Conversión                                                       Multicanal                Productividad


             Incrementar el Valor                                           Disminuir el Riesgo de       Disminuir Costos
            Promedio de la Orden                                                 Abandono                 Operacionales


21   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Gente, Procesos & Tecnología




22   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Los clientes exigen una mejor experiencia…
                                                   NEED /                                                                                RECEIVE /              MAINTAIN /
                                                                                   SELECT                   PURCHASE
                                                 RESEARCH                                                                                  USE                 RECOMMEND

                                                                                                         Order Handset Online
                                                        Comparison Site                                                                                          Order Value Added
               WEB                                                                                                                                               Services Online

                                                                                                            Chat                                               Call for Info about
           CONTACT
            CENTER                                                                                                                                             Add-on Services
                                                                                Visit Retail                  Change Features On Order
                                                                                Phone Store
           IN-STORE                                                                                                                      Pickup Device
                                      Browse                                      Kiosk                                                  Local Store
                                       Flyer
     Multicanal
           CATALOG                                                                              Select Product


                                                                                    Product
             MOBILE                                                                 Info
                                       Web Search
                                                                                                    Email Order
                                                                                                  Confirm w/Rec
              EMAIL

                                                                  Ask Facebook Friends                                                                   Ask for Help on
                                                                                          Read Reviews                  Tweet About
             SOCIAL                                               For Recommendations                                                                    Community Chat Room
                                                                                                                        Purchase Experience




23   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
CREAR EXPERIENCIAS INNOLVIDABLES ES IMPERATIVO
                                                                                      “represéntame”
                                                                     “recompénsame”                    “sirve MIS necesidades”


                  “minimiza el riesgo”                                                                                 “gana mi confianza”




                                                                                                                                 “conoce mi historia”
        “hazlo fácil”



      “se relevante”                                                                                                        “genérame valor”



                                     “comprométeme”                                                                “se consistente”

                                                                                      “se honesto”


Entregando las Experiencias que NUESTROS clientes quieren
24   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
SOLUCIONES ORACLE CUSTOMER EXPERIENCE

   CHANNEL
                    WEB        CONTACT     CATALOG   MOBILE DEVICE   EMAIL       TABLET         SOCIAL       IN-STORE
                               CENTER

                                           ATG WEB COMMERCE
ORACLE Customer     PERSONALIZACIÓN         VENTA    BÚSQUEDA            GESTIÓN DE
                                                                     ORACLE KNOWLEDGE        SELF-
                                                                                           ORACLE RETAIL POINT OF
                  PERSONALIZACIÓN WEB        ENDECA GUIDED
                                              WEB       WEB             MANAGEMENT                SERVICE
                                                                                                          PoS
   Experience             WEB                                           CONOCIMIENTO         SERVICE
                                                 SEARCH

                                             SOCIAL, MARKETING, SALES, SERVICE, LOYALTY
 ORACLE CRM           SOCIAL                  ORDER MANAGEMENT, PRODUCT MASTER
                                          SERVICIO         VENTAS           LEALTAD                      MARKETING
                                                 DISTRIBUTED ORDER ORCHESTRATION

                                                         POLICY CONTROLLER
SOLUCIONES DE         GESTIÓN DE           ORQUESTACIÓN DE REVENUE MANAGEMENT
                                                 BILLING AND                                MODELO DE DATOS DE
                                                                  ENTREGA DE SERVICIOS
  INDUSTRIA            POLÍTICAS               PROCESOS                                          INDUSTRIA
                                              RAPID OFFER DESIGN AND ORDER DELIVERY

                                             REAL-TIME DECISIONS, BUSINESS INTELLIGNECE                     DATA
MDM/ANALÍTICOS      DECISIONES EN        INTELIGENCIA DE     BASE ÚNICA DE      BASE ÚNICA DE            WAREHOUSING
                                                    CUSTOMER HUB, PRODUCT HUB
                     TIEMPO REAL             NEGOCIO            CLIENTES           PRODUCTOS             POR LINEA DE
                                                    COMMUNICATIONS DATA MODEL                              NEGOCIO



                                                                                                                        25
Q&A

      26
The Experience Revolution
                   Monday, June 25, 2012
                   New York City Event Briefing
27   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
28   Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
29   Copyright © 2012, Oracle and/or its affiliates. All rights
     reserved.

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Manejo de la Experiencia del Cliente

  • 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 2. Abel Hernandez Ríos CRM Sales Consultant 08 de Febrero de 2013 2
  • 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. 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 4. Agenda • Retos en la experiencia del cliente • ¿Qué es Customer Experience? CUSTOMER EXPERIENCE • Oracle CX 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 5. El mundo está cambiando… CX como Estrategia clave de diferenciación Mayor Poca Marketing Clientes Competencia diferenciación tradicional proactivos 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 6. Los clientes exigen una mejor experiencia… NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Handset Online Comparison Site Order Value Added WEB Services Online Chat Call for Info about CONTACT CENTER Add-on Services Visit Retail Change Features On Order Phone Store IN-STORE Pickup Device Browse Kiosk Local Store Flyer CATALOG Select Product Product MOBILE Info Web Search Email Order Confirm w/Rec EMAIL Ask Facebook Friends Ask for Help on Read Reviews Tweet About SOCIAL For Recommendations Community Chat Room Purchase Experience 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 7. EXPERIENCIA MULTICANAL Una experiencia multicanal conectada es una de las últimas oportunidades de diferenciación competitiva.* 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. * Source:Yankee Group, Delivering a World-Class Customer Experience: Transformation from the Outside In , 2011
  • 8. PERSONALIZACIÓN Es clave proveer de una experiencia dinámica y personalizada a través de todos los canales.* 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. * Source:Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
  • 9. EXPERIENCIA CONSISTENTE Los clientes esperan que los productos o servicios sean consistentes a través de todos los diferentes canales.* 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. * Source:Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
  • 10. VALOR DE NEGOCIO Una estrategia de comercio múlticanal puede incementar: - conversiones hasta 16% - órdenes en línea hasta 50% además de reducir costos.* 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. * Source:Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
  • 11. Los silos crean frustración… DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 12. 1 % 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012
  • 13. 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Source: 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, RightNow Technologies, 2012
  • 14. Why didn’t they send Can’t their sales reps see this mobile coupon to my web order? The Acme The shopping experience online me while I was still in rep always knows all my is incredibly inconsistent! I the store? orders. can’t get the help I need when I need it!… Why are the prices Why can’t I order an different online than item online and pick it they are in-store? up at my local store? It When I clicked “Chat Now” the makes NO sense agent had no idea of what was in my shopping cart. It’s so I go online, I can’t When frustrating!… easily find what I need. myface.com It’s too complicated to Why does the store find what’s best for me Wouldn’t it be nice if they carry different items rewarded me for all the than they do online? friends I have referred? www.johnbuyer.com 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 15. ¿Qué Estrategia es Viable para Competir? ¿Clientes Satisfechos?
  • 16. ¿Los Clientes Satisfechos son Leales? Cliente Tú Competencia Tu problema…
  • 18. “Es la suma de todas las interacciones que un cliente tiene con un proveedor de bienes o servicios durante la relación” ¿Qué es Customer Experience? Source: http://en.wikipedia.org/wiki/Customer_experience
  • 19. El Ciclo de la Experiencia del Cliente COMPRA RECOMIENDA 4 8 SELECCIONA 3 COMPRA POSEE 7 MANTIENE Marketing & Ventas Soporte & Servicio 1 5 2 6 INVESTIGA NECESITA RECIBE UTILIZA
  • 20. Ecuación de CX CX= A Adquisición + R Retención + E Eficiencia 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 21. Valor de Negocio de CX Adquisición Retención Eficiencia Mejorar el Índice de Incrementar la Tasa de Incrementar el Tráfico Satisfacción de Clientes Autoservicio Incrementar la Tasa de Mejorar el Soporte Incrementar la Conversión Multicanal Productividad Incrementar el Valor Disminuir el Riesgo de Disminuir Costos Promedio de la Orden Abandono Operacionales 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 22. Gente, Procesos & Tecnología 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 23. Los clientes exigen una mejor experiencia… NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Handset Online Comparison Site Order Value Added WEB Services Online Chat Call for Info about CONTACT CENTER Add-on Services Visit Retail Change Features On Order Phone Store IN-STORE Pickup Device Browse Kiosk Local Store Flyer Multicanal CATALOG Select Product Product MOBILE Info Web Search Email Order Confirm w/Rec EMAIL Ask Facebook Friends Ask for Help on Read Reviews Tweet About SOCIAL For Recommendations Community Chat Room Purchase Experience 23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 24. CREAR EXPERIENCIAS INNOLVIDABLES ES IMPERATIVO “represéntame” “recompénsame” “sirve MIS necesidades” “minimiza el riesgo” “gana mi confianza” “conoce mi historia” “hazlo fácil” “se relevante” “genérame valor” “comprométeme” “se consistente” “se honesto” Entregando las Experiencias que NUESTROS clientes quieren 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 25. SOLUCIONES ORACLE CUSTOMER EXPERIENCE CHANNEL WEB CONTACT CATALOG MOBILE DEVICE EMAIL TABLET SOCIAL IN-STORE CENTER ATG WEB COMMERCE ORACLE Customer PERSONALIZACIÓN VENTA BÚSQUEDA GESTIÓN DE ORACLE KNOWLEDGE SELF- ORACLE RETAIL POINT OF PERSONALIZACIÓN WEB ENDECA GUIDED WEB WEB MANAGEMENT SERVICE PoS Experience WEB CONOCIMIENTO SERVICE SEARCH SOCIAL, MARKETING, SALES, SERVICE, LOYALTY ORACLE CRM SOCIAL ORDER MANAGEMENT, PRODUCT MASTER SERVICIO VENTAS LEALTAD MARKETING DISTRIBUTED ORDER ORCHESTRATION POLICY CONTROLLER SOLUCIONES DE GESTIÓN DE ORQUESTACIÓN DE REVENUE MANAGEMENT BILLING AND MODELO DE DATOS DE ENTREGA DE SERVICIOS INDUSTRIA POLÍTICAS PROCESOS INDUSTRIA RAPID OFFER DESIGN AND ORDER DELIVERY REAL-TIME DECISIONS, BUSINESS INTELLIGNECE DATA MDM/ANALÍTICOS DECISIONES EN INTELIGENCIA DE BASE ÚNICA DE BASE ÚNICA DE WAREHOUSING CUSTOMER HUB, PRODUCT HUB TIEMPO REAL NEGOCIO CLIENTES PRODUCTOS POR LINEA DE COMMUNICATIONS DATA MODEL NEGOCIO 25
  • 26. Q&A 26
  • 27. The Experience Revolution Monday, June 25, 2012 New York City Event Briefing 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 28. 28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  • 29. 29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Hinweis der Redaktion

  1. Slide Transition: The benefit of having a technology stack that is designed to work together is that Oracle can offer comprehensive solutions for competing in the digital economy, whether it’s improving the customer experiencedriving better business outcomes with big dataor adopting transformational technologies such as cloud, mobile, and social – without worrying about how they will integrate with the rest of your system.  
  2. Why is customer experience critical ?More Global CompetitorsWhat was once your front door has evolved to a worldwide marketplace of both global and local competitors. Your company, like many, is faced constantly with the challenge of always keeping one step ahead of your competition. The shrinking of your commerce ecosystem around you requires you to be innovative and perfect how you execute your interactions with your global customers.Product CommoditizationYour widgets were once the only game in town. As the product innovation lifecycle has compressed, so have the commoditization of products and services. Global competitions, market segment maturity, squeezing margins, and increasing customer price sensitivity, are all making it harder to sustain brand and product differentiation in the shrinking world we now live in. Your company must constantly innovate not only your products, but how you get your products to market and how you enable your customers and partners to purchase from you. Innovation and segmentation are key to ensure you avoid commoditization of your products. Traditional Marketing Is Less EffectiveTraditional marketing techniques, such as print advertising, direct mail, newspaper inserts to name a few, are not dead, they’re evolving. Today many companies are augmenting their more traditional advertising programs to include digital advertising. Paid and organic search, blogs, social media, email marketing, etc. have broadened the arsenal of methods companies can use to reach their customers and prospects.Customers Are More Easily HeardIt used to be that companies used market research and focus groups to get a pulse of how customers feel about a company and their products. Today, social media, blogs, and product reviews have dramatically tipped the balance between the customer and a company and their products. According to Oracle’s 2011 Customer Experience Impact Report, after a poor customer experience, more than a quarter of consumers (26%) posted a negative comment on a social networking site like Facebook or Twitter for hundreds—even thousands—of their friends and followers to see. The silver lining is that of 22% of consumers who did get a response to their complaint, 19% went on to post a positive comment about the organization.Today customers have more choices, higher expectations, and greater influence. They have taken control of the conversation and forever changed the relationships with brands. Customers decide how, when, and where they want to engage with your brand--whether it's in the store, on the web or over the phone. They expect you to know who they are and what they need, and to seamlessly recognize them at every touch-point. And with the plethora of new social channels amplifying the customer's voice, peers now have greater influence over the buy decisions than traditional marketing. As a result the power has shifted from brands to customers.This shift makes it impossible for companies to sustain meaningful differentiation based solely on price or product. The only option that remains is the customer experience
  3. The primary solution that companies historically used to solving the introduction of new channels was to simply hire a team of people to create a solution for a new channel and provide customers with access to their resources via the latest, greatest device or solution. But as you can see the customer buying journey has become more complex as they bring in different devices, applications, social, and more to the buying process.Today customers expect to be able to traverse across multiple channels seamlessly and start in one channel, be it the Web and continue that conversation with you, the company, in another channel, say the Call Center.As you can see an example…
  4. Connected Experience is one of the key requirements for Better Customer Experience. These days, it is common to use to multiple touch points to make even a single purchase. Thus having interchangeable experiences across touch points is becoming a major focus as channels collapse..------------------------------------------------------------------------------Old comments…..Consumers Feel the Lack of Back-End IntegrationHaving interchangeable experiences across touchpoints is becoming a major focus as channels collapse and consumers engage with multiple touchpoints to make a single purchase.When the survey respondents in a 2012 Oracle Endeca study were asked how well their customers could navigate their brand via multiple touchpoints, the results indicated that there is still much work to be done. Only 8 percent reported an “excellent” experience, that their customers could have a consistent experience across all touchpoints.53 percent said their experience was “fair” or “poor,” with no integrated touchpoints.
  5. User experience seen as the largest opportunity to drive additional revenue. In order to provide better customer experience, it is key to provide dynamic relevant personalized sales experience across all available channels allowing customers to select the channel they feel is most appropriate at that phase of the interaction cycle with the provider.------------------------------------------------------------------------------------When asked to identify the top three areas for investment in 2012, the respondents indicated that continued investment in the customer experience was the top priority, followed by mobile and commerce platforms.User experience seen as the largest opportunity to drive additional revenue. Answering the demand for tailored user experiences, 44 percent of the respondents representing online retailers reported that optimizing the user experience across touchpoints is their top priority for 2012.
  6. No matter which channel is used, customers are expecting consistent experience across all channels. Lack of it leads to poor buying experience, shopping cart abandoning, churn etc…---------------------------------------------------------------------------------------37% of device owners engage in some form of mobile commerce41% of online organizations plan to invest more on the mobile user experiences and integration with their back-end technology
  7. Analyst research has indicated cross-channel commerce can increase the conversions and increase the order values, in some case as much as by 50 %.________________________________________37% of device owners engage in some form of mobile commerce41% of online organizations plan to invest more on the mobile user experiences and integration with their back-end technology
  8. El 1% nada máscumplenlasexpectativas del cliente
  9. Here is how Oracle suite of products enables you to achieve complete and great customer experiences.
  10. Slide Transition: Let’s start with the customer experience, since this ranks at the top of the CEO’s agenda …