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

Transcription

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

2 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.

3 Why Customer Experience Matters

4 Welcome to the Age of the Customer Accept that the balance of power between buyer and seller has changed forever. Customers will call more shots and set more agendas than ever before. Source: Ernan Roman, author of Voice of the Customer Marketing Source: Competitive Strategy In The Age Of The Customer, Forrester, June 2011

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8 Frustrated Customers Lead to Lost Revenue, Loyalty and Share of Wallet CUSTOMER FRUSTRATION LOST REVENUE Percentage of customers dissatisfied with cross-channel experience 1 Percentage of multi-channel customers that switch vendors after a single bad experience Revenue lost by enterprises in 16 key global economies due to customer defections and abandoned purchases 2

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10 The Challenge of Customer Experience

11 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

12 The Customer Journey Has Become More Complex Customers want a seamless cross-channel customer experience Research Shop Purchase Pickup Use Web Comparison Site Order Online Order Online Contact Center Chat Change Order Call for Info about Add-on Accessories In-Store Visit Retail Store Kiosk Pickup Local Store Catalog Browse 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

13 Today s Siloed Channels Create Frustration Direct Store Call Center Web Mobile Social Pricing Pricing Pricing Pricing Pricing Pricing Offers Offers Offers Offers Offers Offers Products Products Products Products Products Products Orders Orders Orders Orders Orders Orders Customers Customers Customers Customers Customers Customers

14 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 Partn er KPIs Socia l KPIs Field Svc KPIs Call Cente r KPIs Customer!?!?!?!?!?!? Experience!?!

15 The Result An Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience Why can t I order an item online and pick it up at my local store? Web When I go online, I can t easily find what I need. It s too complicated to find what s best for me. When I clicked the Chat Now the agent had no idea of what was in my shopping cart? Store Direct Can t their sales reps see my web order? The Acme rep always knows all my orders. Call Center Mobile Wouldn t it be nice if they rewarded me for all the friends I have referred? Social Why didn t they send this mobile coupon I was still in the store?

16 How Oracle Powers Great Customer Experiences

17 What Defines A Great Customer Experience? Consistent Voice Connected Interactions Personalized Journey Efficient Service Rewarding Relationship

18 Delivering Great Experiences Throughout the Customer Lifecycle Great customer experience is the sum of all interactions and experience throughout the customer lifecycle Market and sell during the buying phase Support and serve once they own Engage across all channels, including social Customers want a consistent, connected, personalized and efficient experience across all phases of the customer lifecycle Implemented across all channels of interaction Exceptional customer experiences create loyalty, advocacy and repeat business The Customer Lifecycle

19 Complete Customer Experience (CX) Framework Only Oracle Delivers an End-to-End Customer Lifecycle Solution Experience Applications (CX) Operational Applications (CRM) Master Data Management (MDM)

20 Recent Acquisitions Are Driving Oracle CX Leadership November 2010 ATG for Selling Based Experiences Fatwire June 2011 for Marketing Based Experiences InQuira for Support Based Experiences July 2011 Endeca for Search Based Experiences October 2011 RightNow for Service Based Experiences October 2011

21 Example: Oracle CX Solution for Retail Customers Channel Web Contact Center Catalog Mobile Device Tablet Social In-Store Oracle CX Oracle WebCenter Sites Web Commerce Guided Search Oracle Knowledge Management Oracle Retail POS Oracle CRM Automation of Customer Process Definition of Customer Segments Marketing, Sales, Service, Loyalty, Order Mgmt, Price Master MDM/Analytics Customer Hub, Product Hub, Business Intelligence, Real-Time Decisions

22 Business Value of Customer Experience (CX) Attract More, Retain More, Sell More, Do More Efficiently Acquisition A Retention R + + Efficiency E Increase Sales and Adoption Build Trust and Strengthen Relationships Reduce Costs and Effort Opportunities Conversions Value Quality Consistency Loyalty Self service Productivity Cost of operations

23 Oracle Customer Experience (CX) Powering Great Experiences Integrated Best-in-Class Customer Experience Solutions 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

24 Stay Connected with Oracle CX and CRM Read Watch Follow Join Learn blogs.oracle.com/crm youtube.com/oraclecrm twitter.com/oraclecrm facebook.com/oraclecrm oracle.com/crm

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26 RightNow at AMP Sydney 5 June 2012 Melbourne 6 June 2012 Stuart Magrath Director, AMP Direct & ipac Marketing

27 Contents Section one AMP Direct & ipac Section two AMP Direct & RightNow Section three It all starts with knowledge Section four The benefits of knowledge Section five Too much chat, never Section six Too busy to call, help yourself Section seven What s next Page 27

28 AMP Direct & ipac AMP Founded in 1849 Financial planning and advice Superannuation, retirement income and other investment products for individuals Superannuation services for business and employer-sponsored schemes Income protection, disability and life insurance & select banking products Investment including shares fixed interest, property and infrastructure AMP Direct Telephone Based Sales Consultants selling Income protection, disability, life insurance and superannuation, all fully qualified financial planners More than 60 staff Sales Support & Retention Consultants 12 additional manager & support roles Direct sales through amp.com.au ipac One of Australia s largest financial advisory firms More than 200 staff Offices along the east coast of Australia and a network of partner firms throughout the country. A wholly owned subsidiary of the AMP group. Page 28

29 Strategy, business case, success CUSTOMER STRATEGY Self service Integrated channels No continuity or single line of sight BUSINESS CASE Nested with upgrade to amp.com.au Made the business case for web upgrade BUSINESS CHANGE Frontline ownership of content in knowledge base Integration with Vignette, web authoring tool Single source of truth for all compliance documents BENEFITS/SUCCESSES Cost reduction Reduced FTE by 9 in Contact Centre Cost savings of ~$700K pa Call volumes reduced by 10% AHT improved by 5% CHALLENGES Change for staff no more shortcuts, clean desk policy Link to existing systems integration with Vignette WHY RIGHTNOW? The platform The low cost of implementation and maintenance Page 29

30 AMP Direct & RightNow CLOUD PLATFORM Centralised Knowledge Base for AMP Consultants Knowledge Base on amp.com.au WEB EXPERIENCE Chat Web Self Service SOCIAL EXPERIENCE Cloud Monitor CUSTOMER STRATEGY Self service Integrated channels Page 30

31 AMP Direct & RightNow CLOUD PLATFORM Centralised Knowledge Base for AMP Consultants Knowledge Base on amp.com.au WEB EXPERIENCE Chat Web Self Service SOCIAL EXPERIENCE Cloud Monitor Page 31

32 It all starts with knowledge INTERNAL KNOWLEDGE Centralised Knowledge Base for AMP Consultants Knowledge Base on amp.com.au Page 32

33 The benefits of knowledge 9 knowledge bases to 1 Cheryl s c:\ drive Compliance improvements Single source of truth for all PDS, FSGs and all other documents for CSOs, Customers and Financial planners CSO and customer feedback which can be used to curate new knowledge articles Page 33

34 Too much chat, never! Click-2-Chat Who s it for? Who uses it? Amicus certus in re incerta A sure friend in uncertain times What do consultants think? Benefits to the business? Page 34

35 Too busy to call, help yourself Self Service Who s it for? Who uses it? Call volumes reduced by 10% AHT improved by 5% Reduced FTE by 9 in Contact Centre Cost savings of ~$700K pa Page 35

36 What s next AMP Direct growing at 20% y/y Online bigger than largest AMP Financial Practice Customers choosing channel of choice Customer wanting to consolidate over the phone, lived in Queensland, planner in Victoria Phone based scoped advice expand Click-2-Chat to Click-4-Advice AMP moved all AXA customer date to EDW and visible in Siebel CRM Looking for opportunities between RightNow and Siebel now that both part of Oracle Page 36

37 Thank you