Maximising Customer Lifecycle Value by Enhancing Cross Channel Customer Experiences Johann Ginger 7 th Annual Frost & Sullivan B/OSS Summit Asia
The Safe Harbor 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. 2
Behaviors are Rapidly Evolving Always Connected Always Sharing Always Aware The Rate of Adoption is Unprecedented 3
Expectations and Demands are Rising More Options More Access More Influence Increasing at Home, Where You Buy & Where You Work 4
With Ineffective Responses The Same Approaches No Longer Work LACK OF Agility Insight Expertise Efficiency Scalability Innovation Engagement Sustainability Differentiation 5
Market Trends Driving Cross Channel Customer Experience 6 Source: Oracle Consumer Research, Informa Telecom and Media 2010,Amdocs survey and Forrester Survey
CX Lifecycle Across Business Processes represent me reward me serve MY needs minimize the risk earn MY trust, make it easy know MY history be relevant engage me give me more value be consistent be transparent 7
User Journey: Cross-Channel Ordering 8
User Journey: Cross-Channel Customer Service 9
A Winning Combination Customer Insight + Social Learning Capture Cleanse Analyse Structured Data Unstructured Data Social Data Location Data Actionable Contextual Collaborative Deliver on Promises Across Ecosystem Cross- Channel Customer Experience Harvest Insight from Collective Info Consolidate Curate Create Empower Enable Extend Make Self- Care Easy & Rewarding Leverage Insight To Rethink Experience Rethink Align Transform 10
Signal Detection in Action Identify and Understand Consumer Needs and then Engage Indicator: Watching Indicator: Intent to View Alternate Program: Contagion Daypart Brand Selected Social handle Indicators: Taste, Quality Sentiment: Negative Gender Location Subjective 11
CX Functional Decomposition 12
Oracle Solutions for E2E CX Coverage OSS Stack 13
Achieving Sustainable Growth and Profits Requires to Work on Three Dimensions CX= Acquisition Increase Sales & Adoption Retention Build Trust & Strengthen Relationships Adoption + + Efficiency Reduce Costs and Effort Acquiring new customers, retaining the customers you have and doing so in the most efficient manner possible. 14
Initiatives to Solve Business Issues and Reach the Objective can be Selected Acquisition Increase Sales & Adoption Retention Build Trust and Strengthen Relationships Efficiency Reduce Costs and Effort Generate More Opportunities Drive Conversion Rate Increase ARPU Improve Service Quality & Reliability Improve Cross Channel Support Drive Loyalty & Advocacy Improve Self-Service Service Increase Productivity Decrease Cost Of Operations 15
Maximising Customer Lifecycle Value via CX Key Takeaways... Almost three quarters of the Customers in most geographies are crossing channels today for a single transaction whether it is commerce or customer care Differentiating via Customer Experience is the key for CSP s to ensure continued growth in APRU and margin Driving loyalty and customer advocacy by executing against the brand promise Oracle provides end to end solutions across the entire customer lifecycle with complete insale and in-life capabilities 16
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