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1 Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications

2 Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today? & What are the Market Drivers CRM & CX - Yesterday and Today About s Progressive Service CX Solutions About s Contact Center Optimization Capabilities s Point of View To Achieve CX Service Excellence About Oracle s RightNow Cloud CRM /CX Application Benefits of an Oracle RightNow CX & Customer Hub Solution s Approach Right for Business & Technology How We Can Help You Get to Next Gen CX? 2

3 Introductions & Customer Experience / CX Defined Speaking Today is: George Wood and Christopher Menyhart Directors from s Oracle CRM / CX Practice Definition of CX: Customer Experience is the Sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. It s also describes one s individual customer service experience over one transaction with a company. 3

4 Why Customer Experience CX Is Critical Today? Customer Experience is the Only Sustainable Differentiator to attract & retain customers today! More competition around the globe Products are becoming more commoditized Traditional marketing is less effective Customers have higher expectations 4

5 Drivers Leading Clients to Modernize CX Solutions Social Media Consumerization of IT, B to B & B to C Everything is Digital / Everyone Online Connected Brand / Feedback Customer / Partner Self Service The Cloud Analytics Enabling IT / Cloud Infrastructure Transforming business Operations Monetizing Differentiated Services Energizing Collaborative Communities Real Time Data & Execution Decisions Data Driven Process Optimization Cross Enterprise Analytics Customer Experience Optimization Mobility Anywhere, Any Device, Any time Interaction vs. Input Real Time Automation For Employees, Partners, Customers 5

6 CRM & CX Yesterday & Today Traditionally Businesses Focused on 3 Core CRM CX Functions: Sales, Marketing & Service Today Business Needs to Embrace the New CX Drivers for Customers: Customer-Centered Strategy Profitable Pricing Innovative Products Analytical Insight Experience Design Digital Change Closed Loop Marketing Next Generation Sales Progressive Customer Service Other s Customer Impact View Customer Focused 6

7 Progressive Service initiatives deliver significant benefits Provide a Reduction in cost to serve while also increasing CX experience metrics. Increase First Call Resolution Increase Net Promoter Score Reduce Average Handle Time Cost Reduction Customer Experience Metrics Quality Monitoring Scores Increase Self Service Usage Lower CSR Turnover ISSUE IMPACT 7

8 About s Progressive Service CX Solutions Solution 1. Service Strategy Description We help our clients create the next generation service strategy to drive market differentiation 2. Integrated Customer Service We transform how our clients interact with their customer across the customer lifecycle 3. Field Service Transformation We help field services transform into a customer centric operation enables with the right tools, infrastructure, and processes 4. Contact Center Optimization We help our clients with developing the strategic vision as well as the tactical performance of contact center s operations. 8

9 About s Contact Center Optimization Capabilities We Pinpoint the what and why of Customer interactions which matter most through Quantitative VoC capability (Experience Radar) powered by s Service Provider Diagnostic and Framework Diagnostic Output Data Capture 1 We Leverage our deep knowledge of multiple industries, and we will work with you to develop a tailored business valued driven design. Assessment Areas Vision and strategy 2.0 Design products and services 3.0 Market and sell 4.0 Implement and operate 5.0 Billing and invoicing Reports 6.0 Account management 7.0 Contract and SLA management 8.0 Vendor management 9.0 Risk management 10.0 Continuous improvement Ind ustry Benchmark & Best Practices Database World Class Customer Contact Experience 4 3 ISSUE Next Gen the Customer Service by Oracle Cloud CRM / CXbring Applications We Provide capability to rapidly prototype ideas to help to life the possibilities. This small team utilizes advanced frameworks and approaches to build a minimal viable view of the idea. IMPACT October 2012 IT We Provide a full complement of Industry, Customer Services, 9 and and Change Delivery Specialists who have deep experience with creating implementing Customer contact strategies and operating models. 9

10 s Point of View To Achieve CX Service Excellence In the Contact Center, Companies Must Focus On These Key Areas Agent Effectiveness IVR Effectiveness Speechenabled IVR Speech Authentication Analytics Operational speech analytics Post-event speech analytics World-class Voice XML IVR selfservice IP voice recording IVR analytics IVR menu Automated & integrated reporting Evolving Manual reporting Knowledge management Predictive dialers Integrated agent desktop Enterprise search CTI screen pops Voice recording Reporting Advanced reporting & forecasting engine Multi-channel & cross-agent collaboration Center Optimization Virtual rep capabilities Multi-location call routing & balancing IP telephony Intelligent & skill-based routing Integrated Experience PBS/ ACD Contact Center Social media response management Proactive outbound comms Integrated web/ call center experience Traditional ISSUE IMPACT 10

11 About Oracle s RightNow Cloud CRM /CX Application Delivers Measurable Customer Value Across The CX Lifecycle ISSUE CX = Customer Experience Acquisition Increase Sales & Adoption + Retention Strengthen Relationships IMPACT + Efficiency Reduce Costs & Effort 11

12 Benefits of an Oracle RightNow & OCH Cloud CX Solution Business Benefits of Contact Center Optimization Enabled via Oracle RightNow CX Improved Agent Incident Case Tracking Manage Customers Across All Channels Support for Contracts & SLA s Enable Transaction and Customer Histories Engages with Dynamic Agent Desktop Provides Knowledge Foundation & Database Equips with Information via Analytics & Reporting Allows for Integrated Customer Feedback Eases Enterprise Integration Further Enabled via Clean Customer Hub Data Enhanced with IVR Effectiveness Supported by Master Data Management Enabled via Oracle Customer Hub (OCH) Supported by Knowledge Management Enabled via Oracle Inquira Knowledge Management Knowledge Base Dynamic FAQ s Guided Resolution Content Authoring / Access 12

13 Benefits of an Oracle RightNow & OCH Cloud CX Solution Benefits of Improved Customer Data Quality via Oracle Customer Hub OCH Improves data completeness based on company specific rules Improves data accuracy by correction and alerts when invalid data formats or bad data is entered Improves addresses by correction based out of Address standardization tools Pro-actively warns on data issues before it impacts Business De-duplicates data based on company specific rules De-duplication applies business rules on the complete entity rather than field by field approach Additional Customer MDM Benefits Provides a platform to centrally maintain and govern Customer Data Ensures high quality de-duplicated data is available across Enterprise Systems which in turn improves CRM and Sales Processes. Enables 360 degree of the Customer Enables increased tracking and reporting capabilities leading to better business decisions Improves operational efficiency by reducing missed master data which reduces cost Reduces enterprise system integration complexities ISSUE IMPACT 13

14 s CX Approach Right for Business & Technology Select the Business Function, Application & Deployment Model 1 Business Function 2 Enabling CX Application 3 Deployment Method Cloud Mobility Rightnow ATG Inquira Others On Premise 14

15 How We Can Help You Get to Next Gen CX? Possible Next Steps for you: 1. Allow us to Perform a Short Current State / Future State CRM / CX Gap Assessment Engagement Providing a Recommended Roadmap & Plan Ahead For Your Next Generation CRM / CX Solution 2. Collaborate with us to Assist Your Company on a Specific CRM / CX Solution Implementation or Designing a Co Existence Implementation Strategy 3. Hold a Customer Experience CX Catalyst Workshop Event with us to Capture the CRM / CX Vision 4. Partner with us to Perform An Enterprise Wide Customer Experience CX Transformation Assessment 5. Let us Meet Together on your Other Important Enterprise Business Matters 15

16 Our Contact Info is Below PWC George Wood (714) PWC Chris Menyhart (312)

17 Thank you 2011 PricewaterhouseCoopers LLP. All rights reserved. In this document, refers to PricewaterhouseCoopers LLP, which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity. This document is for general information purposes only, and should not be used as a substitute for consultation with professional advisors

18 Appendix 18

19 Customer & CRM CX High Level Offerings Strategy Building - The CRM Vision for the future / understanding the case for change Quantifying The potential impacts to your customer and your business Road mapping A logical path forward to unlock benefits Process Improvement Analyzing The current state to identify areas for improvement Streamlining The Future State by Improving productivity / eliminate waste Evaluating - CRM performance & defining how to measure process efficiency Technology Defining the technologies that will deliver the CRM Vision Architecting A solution that minimized complexity & maximized impact Integrating Core technologies to develop a seamless view of the customer s CX Organizational Change / Readiness 19

20 s Customer Impact Consulting Solution Offerings Customer Strategy Go-to-Market Strategy Growth Strategy (and market opportunity evaluation) Profit Realization Business Model Development Key Driver Profitability Analysis Pricing Strategy Pricing Management and Process Improvement Innovation Model Platform and Product Strategy Global Development Network Product Development Excellence Product Lifecycle Management Lead Generation Closed Loop Analysis Media Spend Management Social Media Insights Marketing Spend Diagnostic Marketing Org Transformation Marketing Analytics Sales Strategy Sales Organization Design & Alignment Sales Process Optimization Sales Force Effectiveness & Productivity Sales Technology Enablement Service Strategy Contact Center Optimization Field Service Transformation (including mobility) Customer Service Integration (Order to Cash) 20

21 About Customer CRM / CX Practice is a World-Class Business Integrator for Progressive Customer Service solutions, from strategy, and process through technology implementation We Deliver Customer Impact via our Core Solution Competencies ISSUE IMPACT Key Practice Info : 500+ people in our Global Customer Impact & CRM / CX Technology Practice s completing numerous engagements We have a Diamond Level status with Oracle and have won several Titan awards for our services We utilize a business-driven & value received approach to CRM and CX engagements We collaborate with our clients to identify the right solution and approach We understand the complexities of our clients and can provide industry, strategy, process and technology implementation expertise based on experience, leading practices and our onshore/offshore global delivery model We have insight into our clients culture, organization, processes and technology landscape

22 High Level Approach & Methodology Roadmap to a Vendor Selection & Implementation Plan Stage 2: Develop Current State Understanding Stage 1: Program Mobilization Stage 3: Define Future State Stage 4: Vendor Selection and Roadmap Workshops Application Assessment Assess current applications Identify key technical requirements, gaps, pain points Identify legacy applications that could possibly be retired High level assessment of interfaces and data Identify enterprise requirements to inform solution architecture Future State Definition Vendor Selection Conduct future state workshops Conduct due diligence and prescreen for short list Capability analysis and business process mapping Value driver analysis Future state application portfolio vision and target operating model Options analysis for future state application alternatives Business Case/Case for Action Develop benefit targets, cost estimates, ROI analysis, and payback analysis Identify investment scenarios Conduct risk analysis Integrate, synthesize and reconfirm Business Capabilities Call Center calls and interviews Voice of the Customer analysis Current state workshops Gather key requirements and perform gaps requirements Align Service strategy and KPIs to overall business strategy Integrate, synthesize and reconfirm Program Mobilization Confirm work plan and scope Lock in resources for key meetings and workshops Collaborative visioning sessions Project planning and preparation Project Kickoff Meeting Issue RFP/RFD Create vendor scorecard Facilitate vendor selection Roadmap and Implementation Plan Develop and prioritize initiatives Define implementation plan and analyze key risks Develop change management approach Define key stakeholders and communication needs Timeline >> Sample Phases -- Phase 1 Phase 2 22

23 Independent Gartner Analysis on CRM CX Apps Oracle is a Leader Across Gartner Magic Quadrants Magic Quadrant for Web Customer Service Gartner Inc. Magic Quadrant for CRM Web Customer Service Johan Jacobs, September 19, 2011 *3 Magic Quadrant for Social CRM Gartner Inc. Magic Quadrant for Social CRM Adam Sarner, Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael Maoz, June 29, 2010 *1 Magic Quadrant for Contact Centers Gartner Inc. Magic Quadrant for CRM Customer Service Contact Centers Michael Maoz, April 15, 2011 *3 23

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