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How to Thrive in the Era of Digital
Disruption
Usin...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to ...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 3
1980s 1990s 2000s 2010s
Empowered
Customers
Digit...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Information Empowered Customer
4
B2B Buyers Are Act...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Selling Products vs. Delivering Value
5
Traditional...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 6
Citizen Services Need to Shift from Standardized ...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
A Shift in Expectations
7
Effective, Personalized C...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 8
of execs say customer
experience is critical
to t...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 9
BUY
Market and Sell
OWN
Support and
Serve
Only Or...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Modern
Empowered
Customer
Oracle Customer Experienc...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Sales
•Easy, Adaptable and Collaborative Selling
•C...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Sample CX Analyst Evaluations
Solution Report Posit...
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Inflexible Technology Infrastructure
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Take a Modern Approach to Customer Experience
14
Or...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Customer 360 Across Life Stages – Customer’s Experi...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | http://dschool.stanford.edu/student/doug-dietz/16
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 17
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 18
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |Copyright © 2015 Oracle and/or its affiliates. All r...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Marketing Cloud offers multi-channel social
campaig...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Tailored For Industry
Pre- Built to Accelerate Adop...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Standardized
 Common & Modern Alta UI Design
 Uni...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Integrated
 Over 100 cross-channel persona and use...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Oracle Integration Cloud Service (ICS)
The Next Gen...
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Extensible - Personalize Your CX Cloud
Tailor with ...
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Blue Coat Cloud Data Protection
Protecting your PII...
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Results Being Realized by World-Class Companies
Hea...
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Oracle Customer Experience Suite
The Complete Custo...
How to thrive in the era of digital
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How to thrive in the era of digital

  1. 1. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | How to Thrive in the Era of Digital Disruption Using Digital Transformation to Improve CX Aaron Shidler, Vice President – CX Industry Strategy Oracle Corporation 15 October 2015
  2. 2. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement 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. 2
  3. 3. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 3 1980s 1990s 2000s 2010s Empowered Customers Digital is Humanized Knowledge Everywhere Internet of Things Mobile as Primary Channel Cross-Channel Service WHAT’S NEXT Your Customer has CHANGED
  4. 4. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Information Empowered Customer 4 B2B Buyers Are Acting More Like B2C Customers 61% of buyers report 3rd party sites and feedback from business partners, industry peers or social channels as more important than conversations with a company’s sales teams In what new ways are you 57% of purchase cycle complete before engaging with a supplier* *Source: CEB, Bain POV Future of B2B Sales, Avanade *Source: Redshift Research ‘The New Retail Democracy’ Survey, Dec, 2013 73 % Customers want to co-create their experience with your company.*
  5. 5. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Selling Products vs. Delivering Value 5 Traditional Selling methods fail to differentiate 26% of industry buyers said that they were highly satisfied with their suppliers’ overall performance * - Source: Accenture & The American Chemistry Council - Global Customer Preferences Study for Chemicals -The call to become customer smart Are you delivering value and services in new ways that help you respond to market changes? Can your partners keep up?
  6. 6. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 6 Citizen Services Need to Shift from Standardized to PERSONALIZED SERVICE providing exactly what’s needed, when needed, in the most appropriate manner only 36% of citizens surveyed across 10 countries are satisfied with public services. And just 37% feel confident about their government’s ability to meet future expectations. Source: Accenture Delivering Public Service for the Future - Navigating the Shifts
  7. 7. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | A Shift in Expectations 7 Effective, Personalized Citizen Engagement 75% 97% 69% 92% of citizens prefer to complete government transactions online of citizens said that being recognized and having a personal experience is important to them of citizens believe agencies should monitor social media during emergencies of citizens do not consider it a priority to maintain existing social programs as is—they want a shift
  8. 8. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 8 of execs say customer experience is critical to their business advantage are just getting started with a customer experience initiative consider their customer experience initiative to be advanced 97% 39% 20% Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013) Statistics Show That We are Aligned Around the Mission …But Behind on Execution
  9. 9. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 9 BUY Market and Sell OWN Support and Serve Only Oracle CX connects every engagement your customer has with your brand
  10. 10. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Modern Empowered Customer Oracle Customer Experience Cloud Standardized & Integrated Drive greater business value through standardized & integrated pre-built business processes Best Practices for Competitive Advantage and lower TCO Tailored for Industries Extensible Extend solution, and Integrate to the Enterprise Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer 10
  11. 11. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Sales •Easy, Adaptable and Collaborative Selling •Customer Insight and Pipeline Building •Mobility and Productive Selling CPQ •Sell more with effective cross-sell /upsell •Easy setup for Configurable Products •Flexible Approval Workflow Commerce •Dynamic Personalized experience mgt •Scalable Cross-Channel Commerce •Multi-site branding Service •Knowledgebase & Customer Engagement •Field Sales & Agent Empowerment •Agile Customer Service Center Marketing •Social and Modern Marketing Content •B2B and B2C Lead Generation •Customer/Prospect Profile Complete Customer Experience Cloud Broadest solution capabilities to support your customers’ journey Social •Social Relationship Management •Social Insights and Service •Personalized Interaction Customer Master Data 11
  12. 12. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Sample CX Analyst Evaluations Solution Report Position Last Publish Date Sales Gartner Sales Force Automation MQ Gartner Sales Performance Management MQ Visionary Challenger Jul ’15 Jan ’15 Service Gartner Customer Engagement Center MQ Gartner Field Service Management MQ Forrester Customer Service Solutions SMB Wave Forrester Customer Service Solutions Enterprise Wave Leader Leader Leader Leader Apr ‘15 Dec ’14 Apr ’14 Apr ’14 Marketing Gartner CRM Lead Management MQ Gartner Multichannel Campaign Management MQ Gartner Digital Marketing Hubs MQ Forrester Email Marketing Wave Forrester Lead-to-Revenue Platforms Wave Forrester Data Management Platforms Wave Forrester Enterprise Marketing Software Suites Wave Leader Leader Leader Leader Leader Leader Strong Performer Aug ’15 Apr ’15 Dec ’14 Jul ’14 Jan ’14 Aug ’13 Oct ’14 Commerce Forrester BtoB Commerce Suites Wave Forrester BtoC Commerce Suites Wave Gartner BtoC Digital Commerce MQ IDC Digital Commerce MarketScape Leader Leader Leader Leader Jun ’15 Jan ’15 Sept’14 Jun’ 14 Social IDC Social Media Management and Marketing Marketscape SiriusDecisions Social Media Intelligence B2B SiriusView Major Player Highest Score Apr ’15 Dec ‘14 Cross CX Nucleus CRM Value Matrix H2 2015 Forrester Digital Experience Delivery Platforms Wave Leader Contender Sep ’15 Jul ’14 Copyright © 2015 Oracle and/or its affiliates. All rights reserved. | For 1:1 use only 12
  13. 13. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 13 Inflexible Technology Infrastructure
  14. 14. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Take a Modern Approach to Customer Experience 14 Oracle Customer Experience for Financial Services One Bank: Customers demand a continuous experience across all channels and divisions Value: Insufficient customer insight to understand customer and grow relationship Relevance: Changing markets demand rapid business process adoption and product innovation Banking Challenges Modern CX Approach Complete: All divisions of Bank collaborate together to deliver seamless customer experience Cross-Channel: Manage, Ensure consistent user experience across all channels: Mobile, Web, Branch, Contact Center Insightful and Actionable: Guarantee effectiveness of cross-sell and upsell by delivering timely, actionable customer insights leveraging all available data Agile: Industry Best Practice Processes and Business Process Orchestration enable agile business process change management. Delivering products and services to market faster My Choice: Customer interaction shifting from assisted channel to unassisted channels
  15. 15. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Customer 360 Across Life Stages – Customer’s Experience Young Adult Marriage Accumulation Velocity Protection Purchase Car Purchase Home Investing Commercial Banking Financial Planning Client’s Experience New Loan Origination Advisors Experience Ins Broker’s Experience Optimize Customer Value Banker’s Experience Enterprise CRM – Secure data and meet regulatory requirements (Secure Cloud, PAAS, and Document Cloud Service) Common Customer Master Information, Financial Assets, and Central Document Store Cross-Channel Consumer Banking Wealth Management Global Wholesale Banking Insurance Opens mobile channel for banking Banker has deep insight into customer relationships and financial assets Expanding client base and revenue Tiered service for right channel, right service at right time Managing risk and future planning • Client Streamlined Exp • Client Information • Ease of transitioning • Visibility into Household Relationships • Guides Bankers on Next Actions • Presents Financial Product Options • Advisor and Team Performance • Target Marketing to Mass Affluent • Service Activity Notifications & Review • Omni-Channel (web, chat, email) • Intelligent and integrated Knowledge Management • Flexible Account and Contact Routing • Business Insurance • Household Planning • Annuity Planning 15
  16. 16. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | http://dschool.stanford.edu/student/doug-dietz/16
  17. 17. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 17
  18. 18. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 18
  19. 19. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 19
  20. 20. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |Copyright © 2015 Oracle and/or its affiliates. All rights reserved. | 20
  21. 21. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Marketing Cloud offers multi-channel social campaigns Banker receives nurtured leads and engages with potential buyers Opportunity updated w/ the selected product. Banker has a complete view of customers, including financial profile and accounts Dynamic interview tool enables banker to assess needs, and find the best product Banker also presented with a tailored checklist to complete account origination Banker collaborates with team to process and complete application Engagement Customer Insight Needs AnalysisCollaboration Checklist Opportunity/Account Origination Social Campaigns Sales CloudMarketing Cloud Sales Cloud Sales Cloud – OPASales CloudSales CloudSales Cloud Oracle Customer Experience for Financial Services CX Solution – Account Origination Marketing Cloud analyzes customer activities and generates lead Marketing Cloud Automated Lead Generation 21
  22. 22. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Tailored For Industry Pre- Built to Accelerate Adoption & Time to Value Pre-Built with Best Practices  Enhanced data model, policy model, user experience, business intelligence and industry integration to address industry-specific CX requirements Modern Blueprint for Each Industry  Best practices for configuration/integration of Oracle CX products with other products (Oracle and non- Oracle) Accelerated Customer Deployment  Superior ability for consulting partners to speed deployment through: – Reference configurations – Integrations – Industry best practices 22
  23. 23. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Standardized  Common & Modern Alta UI Design  Universal Customer Master  Identity Services  Standardized API Catalog  Social Collaboration  Deep Functional Integrations Drive greater business value through standardized and integrated pre-built business process across silos ServiceSales SocialMarketing CommerceCPQ 23
  24. 24. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Integrated  Over 100 cross-channel persona and use case based integration flows  50 plus new and enhanced integration flows planned  Higher marketing, sales and service effectiveness  Greater customer retention/loyalty  Reduced time to market and results  Lower cost and improved value of using unified suite Powerful Integrations for the customers cross-channel journey ServiceSales SocialMarketing CommerceCPQ 24
  25. 25. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Integration Cloud Service (ICS) The Next Generation Integration Platform for Oracle CX Oracle Integration Cloud Service(ICS) is simple but powerful integration service that helps maximize the value of your investments in both SaaS and on-premise applications. It is an easy to use integration platform that helps develop, deploy, execute, manage and monitor integrations. Oracle CX Packaged Components for Integrations Using ICS will include: 1. Adapters that enable communications(design, run and activation time) between ICS and the respective CX cloud services 2. Integration Flows that include Data Transformation Mapping and configuration of the application end-points Oracle Integration Cloud Service (ICS) Oracle Marketing Cloud Oracle CPQ Cloud Oracle Sales Cloud Oracle Commerce Cloud Oracle Service Cloud Oracle Social Cloud 3rd Party Cloud services Oracle On-prem apps (e.g. Siebel, EBS, JDE,etc…) 3rd Party on-prem apps Oracle Customer Experience Cloud Oracle ERP/SCM Cloud Oracle HCM Cloud 25
  26. 26. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Extensible - Personalize Your CX Cloud Tailor with CX apps. Enrich with PaaS and Marketplace Oracle CX Cloud  Rich tailoring capabilities  Mobile support  Embedded social collaboration  Tailor approvals/ workflows Cloud Marketplace  Unique apps  By cloud partners  Certified by Oracle One Cloud Platform Database Cloud Service  Data storage  Data import Developer Cloud Service  Source code management  Build deploy tools  Web service repository Java Cloud Service  Logic and business rules  UI modifications  Full power of J2EE Business Intelligence Cloud Service  Cross-source Enterprise analytics  Global Executive Dashboards and Reporting Documents Cloud Service  External document collaboration  Offline syncing  Web, mobile, desktop Integration Cloud Service  Web based, Point & click integration  Rich Monitoring and error mgt Process Cloud Service  Rapid Process Composition  Multi-channel BPM interfaces  Business Agility & control Oracle PaaS 26
  27. 27. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Blue Coat Cloud Data Protection Protecting your PII Data Users Firewall Cloud Data Protection Gateway (CDPG) Token Generation and Protect Process is Transparent to the User Confidential and Sensitive Data Remains stored in the Token Vault behind the Firewall and never enters the Cloud SaaS application Token Vault Token Request Token Substitute Token Response Return Clear Text Oracle Sales Cloud application functionality is maintained including Search and Reporting 1 2 34 No mathematical link between the original value and the replacement token 27
  28. 28. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Results Being Realized by World-Class Companies Head of Sales Head of Sales Ops Head of Commerce Head of Service Head of Social Head of Marketing 50% Decrease in time to open an account 75% Reduction in application customizations 225% Increase in customer self service 40% Uplift in sales opportunities with 25% reduction in costs 6.5M+ Customer Interactions 3.1M+ Dealer Interactions 1.5 minutes saved on order entry calls 28
  29. 29. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Customer Experience Suite The Complete Customer Experience Platform Oracle Marketing Customer Experience Foundation Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Industry Solutions 29

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