The Customer Experience Revolution

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

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 Introductions Anthony Lye, Senior Vice President, Oracle CRM Responsible for strategy and Oracle s complete set of CRM and Customer Experience solutions Joined Oracle from Siebel Prior to Siebel held executive positions with epeople, Categoric Software, Remedy Corporation and Tivoli Systems

4 WHY CUSTOMER EXPERIENCE MATTERS

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

6 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

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

8 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) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored

9 THE VALUE OF CUSTOMER EXPERIENCE

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

11 THE CHALLENGE OF CUSTOMER EXPERIENCE

12 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

13 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

14 Siloed KPIs and Incentives Make Things Worse Channels In Store Web Direct Sales Partners Call Center Social Field Service KPIs & Incentives Web KPIs In- Store KPIs Direct Sales KPIs Partner KPIs Social KPIs Field Svc KPIs Call Center KPIs Customer!?!?!?!?!?!? Experience!?!

15 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

16 WHAT MAKES A GREAT CUSTOMER EXPERIENCE

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

18 HOW ORACLE POWERS GREAT CUSTOMER EXPERIENCES

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

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

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

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

23 OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES

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

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

26 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

27 IDENTIFY ACTIONABLE PATTERNS, FIND HIDDEN OPPORTUNITIES

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

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

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

31 MAXIMIZE LIFETIME VALUE REWARD HIGH VALUE CUSTOMERS

32 THE POWER OF ORACLE S CUSTOMER EXPERIENCE

33 Social Applications Analytical Applications THE CUSTOMER EXPERIENCE FRAMEWORK DELIVERING AN END-TO-END CUSTOMER LIFECYCLE SOLUTION DIRECT IN-STORE PHONE WEB MOBILE SOCIAL FIELD SERVICE Experience Applications (CX) Operational Applications (CRM) Master Data Management (MDM)

34 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

35 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%

36 Oracle Customer Experience OpenWorld October 3 to 5 San Francisco 4 Tracks/40 Sessions Leading brands Industry experts Top analysts Insights and strategies Practical help Innovation tent

37 For More Information Read Watch Follow Join Learn blogs.oracle.com/cx youtube.com/oraclecx twitter.com/oraclecx facebook.com/oraclecrm oracle.com/cx

38

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