The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

Size: px
Start display at page:

Download "The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into"

Transcription

1

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.

4 WHY CUSTOMER EXPERIENCE MATTERS

5 WHAT IS CUSTOMER EXPERIENCE? DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL

6 THIS IS YOUR CUSTOMER KATIE FROM NOW ON SHE CALLS THE SHOTS

7 WHAT MAKES CONSUMERS FALL IN LOVE WITH A BRAND? 73% Friendly employees & customer service representatives 55% Easy access to information & support 36% Personalized experiences like knowing what customers have bought in the past and service issues they ve raised as well as sending them timely, useful updates

8 BRANDS BENEFIT WHEN CONSUMERS ARE HAPPY 86% of customers would be happy to pay 25% more for a better customer experience

9 1% of consumers feel that their expectations for a good customer experience are always met

10 WHEN EXPECTATIONS ARE NOT MET BRANDS GET DUMPED 89% of consumers will begin doing business with a competitor following a bad customer experience 50% of customers will give businesses up to a week to respond to a customer service question before they break up with the company (stop doing business with them)

11 SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter 79% of consumers who shared complaints about poor customer experience online had their complaints ignored 21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds

12 11,000,000 VIEWS + NO RESPONSE FROM UNITED = -10% STOCK VALUE IN 4 DAYS

13 THE VALUE OF CUSTOMER EXPERIENCE

14 INCREASED REVENUES TAILORED CUSTOMER EXPERIENCES ID ACTIONABLE PATTERNS CROSS CHANNEL ORCHESTRATION BETTER CUSTOMER EXPERIENCE CUSTOMER RETENTION MAXIMIZE LIFETIME VALUE OPTIMIZED DIGITAL EXPERIENCES PROACTIVE SUPPORT ANTICIPATE CUSTOMER NEEDS

15 CUSTOMER EXPERIENCE (CX) DELIVERS REAL VALUE ACQUISITION A Increase Sales and Adoption RETENTION R + + Build Trust and Strengthen Relationships EFFICIENCY E Reduce Costs and Effort OPPORTUNITIES CONVERSIONS VALUE QUALITY CONSISTENCY LOYALTY SELF SERVICE PRODUCTIVITY COST OF OPERATIONS

16 PROVING THE VALUE OF CUSTOMER EXPERIENCE MEASURABLE METRICS ACQUISITION (INCREASE SALES & ADOPTION) RETENTION (BUILD TRUST & STRENGTHEN RELATIONSHIPS) EFFICIENCY (REDUCE COSTS & EFFORT) GENERATE MORE OPPORTUNITIES INCREASE CUSTOMER SATISFACTION RATES INCREASE SELF-SERVICE SUCCESS % INCREASE CONVERSION RATE INCREASE SERVICE QUALITY AND RELIABILITY REDUCE COST PER INTERACTION INCREASE AVERAGE ORDER VOLUME DRIVE LOYALTY AND ADVOCACY IMPROVE SERVICE PRODUCTIVITY

17 Annual impact (in US$mm) DRIVES REVENUE, REDUCES CHURN, AND INCREASES REFERRALS $1 800 $1 600 $1 400 $1 200 $1 000 $800 $600 $400 $200 $0 Wireless Service Providers Hotels Airlines Word of Mouth Churn Reduction Revenue Source: The Business Impact Of Customer Experience, 2011, Forrester Research, July 2011

18 DELIVERING GREAT EXPERIENCES THROUGHOUT THE CUSTOMER LIFECYCLE BUY Market & Sell OWN Support & Serve

19 THE CHALLENGE OF CUSTOMER EXPERIENCE

20 YOUR CUSTOMERS EXPECT TO DO BUSINESS WITH YOU IN MORE WAYS THAN EVER BEFORE IN-STORE DIRECT SALES CONTACT CENTER FIELD SERVICE WEB MOBILE TABLETS SOCIAL KIOSKS

21 A COMPLEX CUSTOMER JOURNEY CUSTOMERS DEMAND A BETTER EXPERIENCE NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND WEB Comparison Site Order Online Order Online CONTACT CENTER Chat Change Order Call for Info about Add-on Accessories IN-STORE Browse Catalog Visit Retail Store Kiosk Pickup Local Store CATALOG Select Product MOBILE Web Search Product Info Order Confirm w/rec SOCIAL Ask Facebook Friends For Recommendations Read Reviews Tweet About Purchase Experience Ask for Help on Community Chat Room

22 SILOS CREATE FRUSTRATION DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL

23 SILOED KPIS AND INCENTIVES MAKE THINGS WORSE CHANNELS IN-STORE DIRECT SALES CALL CENTER FIELD SERVICE WEB PARTNERS SOCIAL KPIs & INCENTIVES WEB KPIS IN- STORE KPIS DIRECT SALES KPIS PARTNER KPIS SOCIAL KPIS FIELD SVC KPIS CALL CENTER KPIS CUSTOMER EXPERIENCE!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!

24 THE RESULTS: INCONSISTENT, DISCONNECTED, IMPERSONAL, INEFFICIENT AND TRANSACTIONAL CUSTOMER EXPERIENCE When I clicked the Chat Now the agent had no idea of what was in my shopping cart? CALL CENTER IN-STORE Why didn t they send this mobile coupon when I was still in the store? Can t their sales reps see my web order? The Acme rep always knows all my orders. SOCIAL WEB Wouldn t it be nice if they rewarded me for all the friends I have referred? Why can t I order an item online and pick it up at my local store? MOBILE DIRECT When I go online, I can t easily find what I need. It s too complicated to find my best option

25 WHAT MAKES A GREAT CUSTOMER EXPERIENCE

26 WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE? CONSISTENT VOICE CONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIP

27 HOW DOES A COMPANY ENSURE A GREAT CUSTOMER EXPERIENCE?

28 CUSTOMER ENGAGEMENT CREATING A CONNECTED EXPERIENCE

29 DATA MANAGEMENT AND INSIGHT MAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES

30 CUSTOMER FULFILLMENT AND SERVICE DELIVER BRAND PROMISE ACROSS LIFECYCLE

31 HOW ORACLE POWERS GREAT CUSTOMER EXPERIENCES

32 COMPLETE CUSTOMER EXPERIENCE (CX) Optimized Execution Connected Engagement Actionable Insight

33 CROSS-CHANNEL INTERACTIONS CONNECTED ENGAGEMENT DYNAMIC PERSONALIZATION OPTIMIZED DIGITAL EXPERIENCES

34 CROSS-CHANNEL INTERACTIONS BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION CUSTOMER MASTER

35 DYNAMIC PERSONALIZATION TAILORING CUSTOMER EXPERIENCES Get to know me. Amazon and itunes do.

36 OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES

37 REAL-TIME RECOMMENDATIONS ACTIONABLE INSIGHT OPTIMIZE OPERATIONS FIND HIDDEN OPPORTUNITIES

38 REAL-TIME RECOMMENDATIONS LEVERAGE WHAT YOU KNOW. ANTICIPATE WHAT CUSTOMER WANT

39 OPTIMIZE OPERATIONS QUICKLY IDENTIFY AND RESPOND TO OPPORTUNITIES AND CHALLENGES Empower users with insight & tools to quickly respond to what s working and what s not Fashionista Attribute: Visited Shoes Category Anonymous

40 IDENTIFY ACTIONABLE PATTERNS, FIND HIDDEN OPPORTUNITIES

41 CROSS-CHANNEL ORCHESTRATION OPTIMIZED EXECUTION ASSISTANCE AT THE POINT OF NEED MAXIMIZE LIFETIME VALUE

42 CROSS-CHANNEL ORCHESTRATION IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS Smartphone Bundle Supplier #1 Supplier #2 Supplier #3

43 ASSISTANCE AT THE POINT OF NEED TRANSFORM YOUR CUSTOMER EXPERIENCE WITH PROACTIVE SUPPORT Click to Chat Click to Call Co-Browse

44 MAXIMIZE LIFETIME VALUE REWARD HIGH VALUE CUSTOMERS

45 THE POWER OF ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX)

46 ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX) EMPOWERING PEOPLE, POWERING BRANDS BEST CROSS-CHANNEL ENGAGEMENT BEST CUSTOMER EXPERIENCE INSIGHT BEST CROSS-CHANNEL FULFILLMENT & SERVICE Create a consistent, connected & personalized brand experience across all channels & devices Connect and analyze data from all interactions to better personalize experience and identify hidden opportunities Deliver exceptional order fulfillment and customer service through web, call centers, and social networks Best-in-class web commerce Best-in-class knowledge base w/ guided search & navigation Web experience management w/ dynamic content & design Mobile & social optimization Cross-channel mktg & loyalty Master data management Customer-centric data model Real-time operational insight Real-time decisions & recommendations Semantic and pattern analysis of unstructured/structured data Best-in-class cross-channel service experience (web, social, contact center) Best-in-class knowledge mgmt Cross-channel order capture and orchestration Integrated warranty mgmt

47 MEASURABLE RESULTS INCREASED SALES, IMPROVED SATISFACTION, LOWER COSTS 30% decrease in contact center costs CSAT increased to 95% 7X increase in conversion rates Reduced agent response times 50+% Improved cross channel consistency Sales leads up 50% 99% self-service rate 7x increase in Net Promoter Score Increased shopping cart size by 25%

48 CHOICE OF DEPLOYMENT IN THE CLOUD, ON PREMISE OR BOTH Fusion Sales and Marketing Fusion HCM Fusion Talent Fusion Financials Oracle CX RightNow Cloud Service Database Service Java Service Data Service MDM Service Oracle Social Network

49 ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX) EMPOWERING PEOPLE, POWERING BRANDS Best-in-Class Customer Experience Solution End-to-End B2C and B2B Business Processes Multi Channel and Cross Channel Support Social and Mobile Optimization On Premise and in the Cloud Deployments

50 STAY CONNECTED WITH ORACLE S COMPLETE CUSTOMER EXPERIENCE Read Watch Follow Join Learn blogs.oracle.com/crm youtube.com/oraclecrm twitter.com/oraclecrm facebook.com/oraclecrm oracle.com/crm

51 ONLY ORACLE DELIVERS THE COMPLETE EXPERIENCE MARKETING EXPERIENCE COMMERCE EXERIENCE SERVICE EXPERIENCE CAMPAIGN MANAGEMENT OPTIMIZED PROMOTIONS INTUITIVE SEARCH DEEP KNOWLEDGE ORDER FULFILMENT BILLING & PAYMENTS ADVANCED SERVICE LOYALTY & REWARDS CUSTOMER DATA CUSTOMER INSIGHTS

52

The Customer Experience Revolution

The Customer Experience Revolution The Customer Experience Revolution 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8 The following is intended to outline

More information

The Customer and YOU Today s Winners are Defined by Customer Experience (CX) Yong Sheng Lee Director, Asia Pacific

The Customer and YOU Today s Winners are Defined by Customer Experience (CX) Yong Sheng Lee Director, Asia Pacific The Customer and YOU Today s Winners are Defined by Customer Experience (CX) Yong Sheng Lee Director, Asia Pacific Safe Harbor Statement The following is intended to outline our general product direction.

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

E X E C U T I V E S T R A T E G Y S E R I E S. CUSTOMER EXPERIENCE Empowering People. Powering Brands.

E X E C U T I V E S T R A T E G Y S E R I E S. CUSTOMER EXPERIENCE Empowering People. Powering Brands. E X E C U T I V E S T R A T E G Y S E R I E S CUSTOMER EXPERIENCE Empowering People. Powering Brands. Introduction The digital revolution is creating a new experience revolution, transforming everyday

More information

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Contents Overview. 1 The Trends are Clear 2 Business Challenges 3 Complete Commerce 4 Customer Successes 8 Why Oracle?. 9

More information

Maximising Customer Lifecycle Value by Enhancing Cross Channel Customer

Maximising Customer Lifecycle Value by Enhancing Cross Channel Customer Maximising Customer Lifecycle Value by Enhancing Cross Channel Customer Experiences Johann Ginger 7 th Annual Frost & Sullivan B/OSS Summit Asia The Safe Harbor The following is intended to outline our

More information

Delivering On the Promise of ecommerce

Delivering On the Promise of ecommerce Delivering On the Promise of ecommerce Oracle ATG ecommerce ebusiness Innovation Forum ΕΕΔΕ5-6.12.2011 Thanos Sabanis Business Solution Manager Agenda Commerce Trends Market Dynamics Business Challenges

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

Modern Customer Care In a Multi-Channel World

Modern Customer Care In a Multi-Channel World An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011

Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011 Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011 Oracle is currently reviewing the existing ATG product roadmap and will be providing guidance to

More information

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers

More information

Transform the Customer Experience in Retail Energy Across All Channels

Transform the Customer Experience in Retail Energy Across All Channels Transform the Customer Experience in Retail Energy Across All Channels Bruno Gapo Utilities Industry Director Oracle Eric-Thierry Martin Director of CX Product Strategy for Energy & Utilities Oracle September

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Oracle CPQ Cloud Product Overview. Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014

Oracle CPQ Cloud Product Overview. Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014 Oracle CPQ Cloud Product Overview Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014 Copyright 2014 Oracle and/or its affiliates. All rights reserved. Oracle Confidential

More information

Oracle CRM for Consumer Goods Smart Strategies for Profitable Growth

<Insert Picture Here> Oracle CRM for Consumer Goods Smart Strategies for Profitable Growth Oracle CRM for Consumer Goods Smart Strategies for Profitable Growth Angélique Moon Director, Consumer Goods CRM Product Strategy Safe Harbor Statement The following is intended to

More information

Emerging Consumer Engagement Models in Healthcare

Emerging Consumer Engagement Models in Healthcare An egain White Paper Emerging Consumer Engagement Models in Healthcare Better Healthcare Journeys by Design 2015 egain Corporation. All rights reserved. Changing healthcare industry landscape The Patient

More information

The new customer experience Drive value by building strong customer loyalty and advocacy

The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience of the average buying experience is based on how the customer feels he or she is being

More information

Amdocs Multichannel Selling Solution

Amdocs Multichannel Selling Solution Amdocs Multichannel Selling Solution Are Your Sales Channels Geared to Maximize Your Revenue? Most consumers use multiple sales channels when buying a new phone, device or package. While more and more

More information

Finding Opportunity in Omnichannel. Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle

Finding Opportunity in Omnichannel. Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle Finding Opportunity in Omnichannel Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle 2 Finding the Opportunity in Omnichannel John Andrews, VP Product Management

More information

Responding to the Cross-Channel Challenge

Responding to the Cross-Channel Challenge An Oracle White Paper June 2012 Responding to the Cross-Channel Challenge Unify Sales and Fulfillment across All Channels with Oracle Solutions xcommerce: A Revolution in Selling and Fulfillment Practices

More information

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015 Torquex Customer Engagement Analytics Torquex Customer Engagement

More information

Loyalty solution: enhancing lifetime customer loyalty

Loyalty solution: enhancing lifetime customer loyalty Loyalty solution: enhancing lifetime customer loyalty Sofia 10 th November Loukas Deligiannakis CRM Sales Consulting, South East Europe Team Leader Safe Harbor Statement The following is intended to outline

More information

B2B ecommerce Web Analytics for B2B App Stores. Nadim Razvi, SAP AG November 2012

B2B ecommerce Web Analytics for B2B App Stores. Nadim Razvi, SAP AG November 2012 B2B ecommerce Web Analytics for B2B App Stores Nadim Razvi, SAP AG November 2012 Web Analytics for B2B App Stores Agenda 1. Market Environment 2. Introduction SAP Store 3. Web Analytics (B2B vs. B2C) 4.

More information

Oracle Service Cloud Overview and Roadmap for Web Customer Service

Oracle Service Cloud Overview and Roadmap for Web Customer Service Oracle Service Cloud Overview and Roadmap for Web Customer Service CON8908 David Fulton Director, Product Management, Oracle Service Cloud October 02, 2014 Safe Harbor Statement The following is intended

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

Cx Framework. Raguram Gopalan @GopalanRaguram Sr. VP, Business Transformation Services raguram.gopalan@tata-bss.com Sep 2015

Cx Framework. Raguram Gopalan @GopalanRaguram Sr. VP, Business Transformation Services raguram.gopalan@tata-bss.com Sep 2015 Cx Framework Raguram Gopalan @GopalanRaguram Sr. VP, Business Transformation Services raguram.gopalan@tata-bss.com Sep 2015 Insight 1: Customer Experience (Cx) is the only sustainable differentiator for

More information

Your guide to creating a customer experience program that works

Your guide to creating a customer experience program that works Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

Er skyen klar til dig?

Er skyen klar til dig? Er skyen klar til dig? Torben Markussen Senior Director, Oracle SaaS Solutions 1 Contact Details torben.markussen@oracle.com http://dk.linkedin.com/in/torbenmarkussen/ twitter.com/torbenmarkuss +45 22

More information

2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship

2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship 2011 Customer Experience Impact Report Getting to the Heart of the Consumer and Brand Relationship Today, consumers call the shots. With globalization and the internet providing nearly unlimited choices,

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person

More information

Bricks And Clicks A Look At Today s Retail Marketing Trends

Bricks And Clicks A Look At Today s Retail Marketing Trends Bricks And Clicks A Look At Today s Retail Marketing Trends A Quick and Easy Guide to Digital Advertising for Local Businesses TABLE OF CONTENTS 3 4 7 11 The New Customer Path to Purchase The Rise of Mobile

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

IBM Sterling Order Management

IBM Sterling Order Management IBM Sterling Order Management Manage orders and grow revenue across your extended enterprise Overview In this Solution Overview, you will learn: How to obtain cross-channel excellence by efficiently orchestrating

More information

Creating Differentiation by Simplifying Customer Experience

Creating Differentiation by Simplifying Customer Experience Creating Differentiation by Simplifying Customer Experience Creating Differentiation by Simplifying Service providers today are facing intense competitive challenges from other operators, over-the-top

More information

Designing and Delivering Customer Journeys

Designing and Delivering Customer Journeys An egain White Paper Designing and Delivering Customer Journeys 10 Steps to Delight 2015 egain Corporation. All rights reserved. It s the age of the empowered, multichannel consumer. Armed with multiple

More information

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know About Salesforce Marketing Cloud

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know About Salesforce Marketing Cloud 5 Things You Should Know About Salesforce Marketing Cloud Power your customer journeys with the leading 1:1 digital marketing platform 5 Things You Should Know About Salesforce Marketing Cloud 1 5 Things

More information

Oracle Buys Eloqua. Adds Leading Modern Marketing Platform to the Oracle Cloud to Help Companies Deliver Exceptional Customer Experiences

Oracle Buys Eloqua. Adds Leading Modern Marketing Platform to the Oracle Cloud to Help Companies Deliver Exceptional Customer Experiences Oracle Buys Eloqua Adds Leading Modern Marketing Platform to the Oracle Cloud to Help Companies Deliver Exceptional Customer Experiences February 8, 2013 1 Cautionary Statement Regarding Forward-Looking

More information

2014 State of B2B Procurement Study:

2014 State of B2B Procurement Study: Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

Safe Harbor Statement

Safe Harbor Statement 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

More information

HYBRIS MARKETING AND HYBRIS COMMERCE.

HYBRIS MARKETING AND HYBRIS COMMERCE. hybris Solution Brief HYBRIS MARKETING AND HYBRIS COMMERCE. A Perfect Match for a Personalized Customer Experience. Effective marketing is a critical component for any organization operating on digital

More information

American Eagle Outfitters Cross-channel marketing holiday case study

American Eagle Outfitters Cross-channel marketing holiday case study Experian Marketing Services American Eagle Outfitters / Client Case Study American Eagle Outfitters Cross-channel marketing holiday case study American Eagle Outfitters creates a dynamic, cross-channel

More information

ORACLE CORP FORM DEFA14A. (Additional Proxy Soliciting Materials (definitive)) Filed 10/25/11

ORACLE CORP FORM DEFA14A. (Additional Proxy Soliciting Materials (definitive)) Filed 10/25/11 ORACLE CORP FORM DEFA14A (Additional Proxy Soliciting Materials (definitive)) Filed 10/25/11 Address 500 ORACLE PARKWAY MAIL STOP 5 OP 7 REDWOOD CITY, CA 94065 Telephone 6505067000 CIK 0001341439 Symbol

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

What the Financial & Insurance Industries Can Learn from Retailers

What the Financial & Insurance Industries Can Learn from Retailers What the Financial & Insurance Industries Can Learn from Retailers 1 Retailers have long understood that personalization is a strong business driver that helps them market to their customers with more

More information

in person is the new personalization.

in person is the new personalization. in person is the new personalization. introducing the enterprise store associate. TIME TO LEVEL THE PLAYING FIELD. The digitally-enabled customer has upped the ante on what today s store associate needs

More information

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management Order management in the cloud IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management is a solution that delivers strategy,

More information

The Marketer s Dilemma

The Marketer s Dilemma The Marketer s Dilemma For Love or Money Jocelyn Brown Senior Director, Market Readiness Oracle Marketing Cloud January 19 th, 2016 Copyright 2015, Oracle and/or its its affiliates. All All rights reserved.

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce OUR COMMITMENT TO THE COMMUNITY 1,500+ CLIENTS IN 15 COUNTRIES k-ecommerce YOUR ONLINE BUSINESS PARTNER ecommerce built for

More information

IBM Enterprise Marketing Management (EMM) and Unica overview

IBM Enterprise Marketing Management (EMM) and Unica overview IBM EMM IBM Enterprise Marketing Management (EMM) and Unica overview IBM Enterprise Marketing Management Our EMM Offerings IBM s Enterprise Marketing Management solutions offer proven web and customer

More information

Here are the trends as of 12:00 a.m. PST this morning, at the official close of the two-day shopping period:

Here are the trends as of 12:00 a.m. PST this morning, at the official close of the two-day shopping period: 1 U.S. Retail Report 2014 IBM DIGITAL ANALYTICS BENCHMARK 2 Summary For the first time, online traffic from mobile devices outpaced traditional PCs on Thanksgiving Day. As IBM predicted within one percent

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Marketing Report 2015

Marketing Report 2015 The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

The Case for Improving the B2B Customer Experience

The Case for Improving the B2B Customer Experience The Case for Improving the B2B Customer Experience How better customer experiences can help you drive profitable growth and create competitive advantage I preferred the Other Brand s product but I bought

More information

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created

More information

Why Is It Important? Avaya defines customer experience. What Is Customer Experience and

Why Is It Important? Avaya defines customer experience. What Is Customer Experience and What Is Customer Experience and Why Is It Important? By: Brett Shockley, Senior Vice President and Chief Technology Officer, Avaya Avaya defines customer experience management (CEM) as the discipline of

More information

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of

More information

An Oracle White Paper April 2014. Extend Your Oracle E-Business Suite Investment With Oracle Commerce

An Oracle White Paper April 2014. Extend Your Oracle E-Business Suite Investment With Oracle Commerce An Oracle White Paper April 2014 Extend Your Oracle E-Business Suite Investment With Oracle Commerce Introduction There have been many questions around how current Oracle E-Business Suite (EBS) customers

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

COMPLETE COMMERCE SOLUTION FOR DELIVERING A UNIFIED CUSTOMER EXPERIENCE

COMPLETE COMMERCE SOLUTION FOR DELIVERING A UNIFIED CUSTOMER EXPERIENCE COMPLETE COMMERCE SOLUTION FOR DELIVERING A UNIFIED CUSTOMER EXPERIENCE BUILD YOUR BUSINESS AROUND YOUR CUSTOMERS, NOT CHANNELS. Today s customers expect highly consistent and personalized shopping experiences,

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

The Case for Improving the B2B Customer Experience

The Case for Improving the B2B Customer Experience The Case for Improving the B2B Customer Experience How better customer experiences can help you drive profitable growth and create competitive advantage I preferred the Other Brand s product but I bought

More information

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS February 16th, 2012 Prague Smarter Commerce Robert Mahr Leader Smarter Commerce CEE & RCIS Complex Fuzzy Interlocked Powerful! The Smarter Consumer is more instrumented Instrumented 36% more consumers

More information

7,000% 40% Argos, maximizing digital marketing returns.

7,000% 40% Argos, maximizing digital marketing returns. Argos, maximizing digital marketing returns. High street retailer builds its digital channels and drives new revenues through actionable insights from Adobe Marketing Cloud. Adobe Marketing Cloud solutions

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

E X E C U T I V E S T R A T E G Y S E R I E S. MARKETING Customer Experience: Empowering People. Powering Brands. With Oracle Marketing Solutions.

E X E C U T I V E S T R A T E G Y S E R I E S. MARKETING Customer Experience: Empowering People. Powering Brands. With Oracle Marketing Solutions. E X E C U T I V E S T R A T E G Y S E R I E S MARKETING Customer Experience: Empowering People. Powering Brands. With Oracle Marketing Solutions. Introduction Today customers have more choices, higher

More information

Bigger Data for Marketing and Customer Intelligence Customer Analytics Roadmap

Bigger Data for Marketing and Customer Intelligence Customer Analytics Roadmap Bigger Data for Marketing and Intelligence Analytics Roadmap Segmentation Add Heading Here Add copy here Learn 1 how marketers analyze customer data to improve campaign performance, attract new customers

More information

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com Connecting you to the voice of the market Contacts www.decisyon.com Corporate Headquarters 795 Folsom Street, 1st Floor San Francisco, CA 94107 1 844-329-3972 European Office Viale P. L. Nervi Directional

More information

Overcoming basket abandonment through effective implementation of real-time communications services.

Overcoming basket abandonment through effective implementation of real-time communications services. Overcoming basket abandonment through effective implementation of real-time communications services. The benefits of real-time customer engagement For the vast majority of online retailers, converting

More information

Improving The Retail Experience Through Fast Data

Improving The Retail Experience Through Fast Data A Forrester Consulting Thought Leadership Paper Commissioned By TIBCO Software February 2016 Improving The Retail Experience Through Fast Data Overview Customers expect better-individualized experiences

More information

Understanding your customer s lifecycle journey

Understanding your customer s lifecycle journey IBM Software Thought Leadership White Paper Customer Analytics Understanding your customer s lifecycle journey Shorten digital purchase cycles by solving conversion struggles 2 Understanding your customer

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business

More information

Optimizing the omni-channel banking experience

Optimizing the omni-channel banking experience Solution Overview GENERATING BANKING AND FINANCIAL SERVICES IMPACT Optimizing the omni-channel banking experience With omni-channel banking, customers require more consistent interactions, including the

More information

Big Data for Banking. Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Big Data for Banking. Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Big Data for Banking Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN Big Data in Financial Services Key Business Goals: Looking beyond the credit bureau report to assess consumer credit worthiness

More information

Creating Brand Loyalty with Your Online Customers

Creating Brand Loyalty with Your Online Customers Retail Services Branding Excellence Series Creating Brand Loyalty with Your Online Customers Table of Contents Foreword... 2 Creating Brand Loyalty... 3 The Shift to Personalized Engagement... 3 Creating

More information

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/

More information

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not

More information

Summary. U.S. Retail Cyber Monday Report 2014

Summary. U.S. Retail Cyber Monday Report 2014 U.S. Retail Report 2014 IBM DIGITAL ANALYTICS BENCHMARK 2 Summary Heading back to work, consumers clicked their way to the best deals on which remained the busiest online shopping day of the holiday season.

More information

Evolution of the Marketing Cloud 4.18.2104

Evolution of the Marketing Cloud 4.18.2104 Evolution of the Marketing Cloud 4.18.2104 What Trends Are Driving This? IT Spend $2.069 Trillion Customer IT Spend $1 Trillion Company IT Spend $1 Trillion Company IT Spend $1 Trillion 82% Maintenance

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

B2C E-Commerce Trends for 2013

B2C E-Commerce Trends for 2013 B2C E-Commerce Trends for 2013 April, 2013 1 Contents Introduction 3 Methodology 4 Executive Overview 6 Findings 7 Our Take 19 2 Introduction The reality is that customers often take a hard-to-predict,

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies

hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies The current market reality Four critical market conditions are forcing IM&C companies to focus on driving

More information