Transform the Customer Experience in Retail Energy Across All Channels

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2 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 29, 2014 Copyright 2014, Oracle and/or its affiliates. All rights reserved.

3 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.

4 Session Topics The Customer Imperative How to Enable Great Customer Experiences? Oracle CX Solution for Utilities Complete CX Proof of Concept Examples

5 social mobile y-gen self discovery Your Customer has CHANGED buying learning targets choice value expectation information 5

6 Customers Take Control 86% 1% 89% of consumers will pay more for a better customer experience of consumers feel their expectations for a good experience are met of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile Does This Apply to Utilities? Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive

7 Additional Forces in Play for Utilities $ the brand Affordable Micro Generation & Storage Energy Efficiency and Control More Customer Choices Revenue Erosion Price Volatility Business Model Challenge Smart Metering Connected Home, Devices, Communities Harnessing Big Data 17% of Utilities consider they are prepared for Big Data Only 20% are giving themselves a A+ for giving information to people who need it Source: : Oracle Study 2013 Utilities and Big Data: Accelerating the Drive to Value 7

8 Statistics indicate there is progress to be made 97% of execs say customer experience is critical to their business advantage 39% are just getting started with a customer experience initiative 20% consider their customer experience initiative to be advanced Source: 2013 Global Insights on Succeeding in the Customer Experience Era survey of 1300 senior level execs in North America, Europe, Asia Pacific and Latin America.

9 Perception Chasm 49% of CEOs think customers will switch due to CX 89% of customers have switched to a competitor precisely because of poor CX the brand 80% of CEOs believe they give good CX But only 43% of customers have had a consistent positive experience with the brand Source: Global Insights on Succeeding in the Customer Experience Era, Oracle, (2013, )from market research survey of 1,300 global senior execs in North America, Europe, Asia Pacific and Latin America.

10 HOW TO ENABLE GREAT CUSTOMER EXPERIENCE 10

11 You may be asking yourself.. So many applications How about integrated processes? Everything On the Cloud? Are my existing solutions obsolete? Is this really configurable to my needs? Can I enhance what I have? How much benefits will I achieve? Where do I start? 11

12 Taking Steps toward the Customer Advocacy shift More than a technology decision Outside In Excel at individual interactions Provide excellent connected journeys and customer intimacy Make it easy, personable to do business with your company Inside Out Connect cross-functional processes, BI, Customer 360 Institute cultural change around customer obsession Sources: Harvard Business Review The Truth About Customer Experience by McKinsey Partners Alex Rawson, Ewan Duncan, and Conor Jones; and Oracle Corp. 12

13 You ve got to start with the customer experience and work backwards to the technology. It starts with what incredible benefits can we give to the customer. Where can we take the customer? Steve Jobs, CEO, Apple Inc. 13

14 Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. 14

15 The Customer Journey CUSTOMER BRAND Connecting Every Interaction Your Customer Has With Your Brand

16 Billing/Revenue Management Process Mgmt & Channel Coordination Channel Interactions Imagine your customer s journey Keep the contract process simple Listen my feedback Give me the best offer addressing my needs/budget Let me manage my services where and when I want 3 7 Understand what I ve researched, my usage pattern and service history 2 Keep me informed of new products, Send me information that is relevant to me 6 Web Mobile Partner Social Call Center Retail Marketing Commerce Sales Service Self Service Customer Hub Industry Process Enablers Pricing Engine Customer Order Mgmt Service Knowledge Mgmt - Decisioning Energy Pricing Data Mgmt. Product Hub Enterprise Billing ERP Product Rating Invoicing Catalog Financials Deliver products and services flawlessly Send me timely and relevant offers & rewards while I am using the service 16

17 HOW ORACLE ENABLES GREAT CUSTOMER EXPERIENCE On the Cloud 17

18 Oracle Customer Experience Enabled in the Cloud 1 3 Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer Insightful and Extensible Extend solution, use Dynamic CX profile and Integrate to the Enterprise Modern Empowered Customer Cross-Channel Drive greater business value deliver pre-built business processes across silos Tailored for Industries Best Practices for Competitive Advantage and lower TCO

19 Complete Broadest solution capabilities to support your customers journey Social Social Insights Personalized Interaction Social Service Revenue Growth Social Marketing Marketing Social Marketing Modern Marketing Content B2B and B2C Lead Generation Customer/Prospect Profile Service Customer Engagement Agent Empowerment Agile Customer Service Commerce Dynamic experience Scalable Business -friendly Service Commerce CPQ Sales Sales Easy and Adaptable Selling Customer Insight Mobility and Productive Selling Collaborative Selling Pipeline Building CPQ Sell more with effective cross-sell /upsell. Sell faster Sell profitably 19

20 Cloud CX Investment and Acquisitions Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social * (*) Pending Acquisition 20

21 Cross Channel We integrate the cross-channel journey that your customers experience Powerful Integration to create Customer Intimacy Social Marketing Service One Experience Commerce CPQ Sales Example integrations Marketing/Sales Cloud Services/Social Cloud Commerce/Social Cloud Social/Marketing Cloud Unique value of CX integrations Higher sales revenue Greater customer retention/loyalty Reduced time to market and results Lower cost and improved value of using unified suite Delivered and planned Integrations Over 37 cross-channel integrations developed 11+ cross-channel integrations planned for FY15 Integrations to 120+ Application Marketplace partners 21

22 Integrations and Roadmap Key Highlights Sales Cloud Commerce CPQ Service Cloud Marketing Cloud Social Network Social Marketing Social Eng. & Mon. Sales Cloud Commerce CPQ Service Cloud Marketing Cloud Social Network Social Marketing Social Engage & Mon. Available Planned/In Development 22

23 Insightful and Extensible Know your Customers; Integrate and Extend your CX platform Leverage CX platform for Competitive Advantage Dynamic CX profile Preconfigured CX profile covers: Sales Locations Preferences Customers Accounts Contacts Ability to extend or build your own Leads Orders Partners Ability to Extend CX applications and Build Your Own Compose UI and data structures in Fusion; extend with Oracle or other PaaS providers. Leverage Groovy and Java for custom applications Ease of Leveraging Investments made in Enterprise Integrate on-premise with cloud applications to efficiently automate key business processes Powerful Business Intelligence across Customer Journey Analytics included with CX applications or consolidate with Oracle Analytics Cloud (coming soon) 23

24 Extensible Cloud Adapters SERVICE VIRTUALIZATION & MEDIATION Mainframe Custom

25 Tailored for Industries (Utilities) Industry Solution /Reference Architectures /Blueprints to Accelerate Adoption & Time to Value Pre-built with best practices for your business needs Industry Blueprint Industry best practices Reference Processes for Utilities Roadmap Accelerated Customer Deployment Superior ability for Consulting partners to speed deployment through Reference Integrations: Industry Solution Accelerators for Retail and Regulated Utilities Available & Ongoing Subscription Contract Renewals for Utilities and Telecommunication Available Solution Verticalization CPQ Cloud Asset Based Ordering for Utilities Subscription Management Roadmap 25

26 Oracle s Cloud Leadership 21,500,000+ End Cloud Users 10,000+ Cloud Enterprise Customers Cloud Customers in 180+ Countries 2,100+ Cloud CX Customers (All Industries) Utilities: Energy Retail Regulated Distribution Water and Waste Management Cloud Customers In 34 Languages

27 HOW ORACLE ENABLES GREAT CUSTOMER EXPERIENCE On Premise & Hybrid 27

28 Billing/Revenue Management Process Mgmt & Channel Coordination Channel Interactions Progressive Transformation to the Cloud Choice of Hybrid or Replacement Options based on Existing Systems CX Processes Contact to Lead CX Delivery Web Mobile Partner Social Call Center Retail Lead to Opportunity Opportunity to Quote Subscription Life Cycle Mgmt Customer Inquiry Resolution Marketing Customer Hub Customer Data Mgmt. Product Hub Enterprise Product Catalog Commerce Sales Service Industry Process Enablers Order Mgmt Service Knowledge Mgmt - Decisioning Billing Rating Invoicing Self Service Pricing Engine Energy Pricing ERP Financials Integrated Solutions Cloud/On Premise/Hybrid Field Inquiry Resolution 28

29 Customer Choices for Retail Utilities Cloud, On Premise, Hybrid Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Siebel CRM for Utilities Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Mobile, Portal and Content Tools Siebel Universal Customer Master, Siebel Analytics and RTD Oracle Integration and BPM/SOA Tools

30 Siebel + CX Integrations Current Planned Oracle CX Solutions Integration Description Oracle CX Solutions Integration Description Oracle Social Social Campaigns for Siebel Marketing Social Monitoring/Engagement for Siebel Service Oracle Marketing Cross channel marketing with Siebel Campaigns Oracle Real-Time Scheduling Advanced Scheduling for Siebel Field Sales/Service Oracle Social Network Social Collaboration for Siebel CRM Oracle Commerce Web Commerce for Siebel Order Management Oracle Commerce/ATG Cross Channel OM for Web Commerce (Industry) & Loyalty for Web Commerce Oracle Knowledge Oracle Policy Automation Contextual Knowledge for Siebel Contact Center and Service Policy Automation for Siebel Service Oracle Commerce/Endeca Web Center Sites Siebel Commerce with Product Search Personalized Marketing Content Delivery for Siebel Oracle Sales Account Management for Siebel Sales Oracle Service/RightNow Customer Self-Service for Siebel Service & Enhanced Online Billing (E-Billing) for Oracle Service Oracle Utilities Customer Care and Billing Customer and Product Data Synchronization for Order-to-Cash Oracle Real Time Decisions Next Best Action and Recommendations for Siebel Oracle Real-Time Decisions Intelligent Offer Generation for Siebel Marketing Oracle Sales Sales Productivity and Sales Performance Management for Siebel Sales Oracle Distributed Order Orchestration Orchestrating Demand Capture for Siebel Commerce Click to Call / Chat Integrated Click to Call / Chat for Siebel (Partners) 30

31 Oracle Applications: Current Release and Roadmap Siebel CRM Siebel CRM Current Release Q What s Next 0-12 month planning cycle Future Directions Post 12 month planning cycle Customer Experience New customer self-service and PRM applications that deliver a more modern and intuitive user experience New complete cross-channel commerce capabilities for a consistent and enhanced customer experience New mobile applications framework for both connected/disconnected modes for Sales and Service Industry Innovation New Telco subscription management user experience for Communications that increases customer satisfaction New embedded billing insight/analytics and multi-site ordering for service companies including Utilities Improved citizen experience and case processing for Public Sector New function space diary for Hospitality New Life Sciences and Field Service mobile solutions Increased Agility Enhanced personalization and ability to change look and feel of applications by business users Improved application life cycle management ease of development (IRM), deployment and diagnostics Streamlined installation and patching with a simple wizard based solution Customer Experience New persona driven UI based on roles to enhance usability and improve productivity for multiple browsers and devices New applications that promote intelligent cross-channel customer interactions through Next Best Action framework New Contact Center UI for cross-channel Service (Sales, Service, Social, Chat). A more engaging user experience for reps and agents for all types of Contact Centers Industry Innovation Life Sciences mobile application focusing on the daily role of a Pharma rep with enhanced content delivery Clinical solutions with Risk-Based Monitoring for Trip Report New Financial Services mobile application that improves Sales effectiveness with Needs Analysis New Public Sector customer self-service portal with screening for services, knowledge management and social engagement, also enabled for mobile devices. New process for Telco, doubling order capture efficiency Increased Agility Responsive Web Design that allows users to create views once and deploy across desktops and mobile devices Annual innovation packs and prescriptive, incremental, monthly patching process providing innovation, stability and recommended solutions for your business Cloud integrations with Marketing, Sales, Service and Social Customer Experience Enable Sales and Service to collaborate improving customer experience while providing engagement transparency Call Center stability with the agility of Cloud Knowledge, Self-Service and Chat for memorable customer experiences Present digital corporate assets interactively using edetailing with session, response tracking and reporting Enhanced search experience, intuitive catalog search and visualization of options/results for quicker search analysis Industry Innovation Enhanced Public Sector portal for cross-channel with online applications and eligibility determination New Telco app to increase productivity in the Contact Center. Dynamic Bundling to simplify deal configuration New Retail Execution application supporting call-to-orderto-cash for Consumer Goods including Direct Store Delivery Support for Disconnected Mobile Users Increased Agility New Open Interface framework for cloud integrations Agile Siebel Configuration & Deployment with business user driven application configuration Leverage the power of in-memory database for improved real-time performance with ad-hoc queries Embedded EDQ and Data Governance Management Reporting for improved master data management Restricted to event use only. 31

32 Complete CX: Hybrid POCs 32

33 Introducing Complete CX for Retail Utilities Solution & Product Highlights Key Features Complete, rich CX solution at every step of the Customer Lifecycle Integrated solution enabling quick time to market for fast response to competitive threats Superior cross-channel Marketing, Sales and Service, including Social and mobility E-Commerce Portal for Customers ATG Web Commerce Recommendations and Predictive Models Oracle Real Time Decisions Product Definition, Rating, Invoicing and Individual Rate Master Oracle Utilities Customer Care and Billing Marketing, Product Bundling, Order and Loyalty Management, Sales and Customer Service Siebel for Utilities Trends and Sentiments Monitoring, Social Marketing and Analytics Oracle Social Relationship Management 4 Use Cases that showcase: 11 Oracle Products & Cloud Services Self Service e-billing, Payments and Customer Care Oracle Utilities Customer Self-Service FAQ and Knowledge Search Oracle Knowledge Management 33

34 Complete CX for Retail Utilities POC Cross Channel Research and Ordering 6 Social Listening & Brand Management 4 Loyalty Rewards Personalized Recommendations & Rewards while am using the service Personalized Recommendations Social Marketing and Campaign Quick Time to Market of Promotional Bundle Appointment Booking, Flawless Service Delivery Multi-Channel Usage, Billing, Service Management 34

35 Key Takeaways MARKETING SALES SOCIAL COMMERCE CPQ SERVICE The customer transformation affects Utilities CX is best assessed with an Outside In approach and a holistic view of all interactions throughout the Customer Journey Modern, extensible, cross-channel CX Cloud Solutions enable quick delivery of superior customer experience CX Cloud can enhance existing solutions Cloud, On Premise, and Hybrid deployments are viable paths to CX transformation Oracle enables great Customer Experiences with a complete suite of integrated Cloud, On Premise, and Hybrid solutions 35

36 Where to go from here? Attend CX Product Roadmap and Product Detail Sessions: - Marketing, Sales, CPQ, Commerce, Service, Social CX Solutions - Siebel Attend Product Demonstration Watch a Video Talk to a Solution Expert ( Meet the Experts Sessions) Talk to a Partner Attend a CX Journey Mapping Workshop (CON8795 Thu 10:15 AM Moscone West Room 3009) Oracle Utilities Reception Tuesday 7 PM Novela Mission St. 36

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