The Customer Experience Revolution

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.

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

WHY CUSTOMER EXPERIENCE MATTERS

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

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

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

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

THE VALUE OF CUSTOMER EXPERIENCE

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

THE CHALLENGE OF CUSTOMER EXPERIENCE

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

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 EMAIL Web Search Product Info Email Order Confirm w/rec SOCIAL Ask Facebook Friends For Recommendations Read Reviews Tweet About Purchase Experience Ask for Help on Community Chat Room

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!?!

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

WHAT MAKES A GREAT CUSTOMER EXPERIENCE

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

HOW ORACLE POWERS GREAT CUSTOMER EXPERIENCES

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

CROSS-CHANNEL INTERACTIONS CONNECTED ENGAGEMENT DYNAMIC PERSONALIZATION OPTIMIZED DIGITAL EXPERIENCES

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

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

OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES

REAL-TIME RECOMMENDATIONS ACTIONABLE INSIGHT OPTIMIZE OPERATIONS FIND HIDDEN OPPORTUNITIES

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

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

IDENTIFY ACTIONABLE PATTERNS, FIND HIDDEN OPPORTUNITIES

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

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

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

MAXIMIZE LIFETIME VALUE REWARD HIGH VALUE CUSTOMERS

THE POWER OF ORACLE S CUSTOMER EXPERIENCE

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)

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

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%

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

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