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The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracle’sproducts remains at the sole discretion of Oracle.
Be the Best in the Moments that matterDeliver unparalleled Customer Experience through rapid offer design, cross channel interactionsand accurate order delivery
CXCUSTOMER
EXPERIENCE
The goal of customer experience management (CEM) is to move customersfrom satisfied to loyal and then from loyal to advocate
Customer experience (CX) is the sum of all experiences a customer has with asupplier of goods or services, over the duration of their relationship. Fromawareness, discovery, attraction, interaction, purchase, use, cultivation andadvocacy.
Robert Gashi | Global Lead and VP Industry Business Unit – Communications and Media
CUSTOMER EXPERIENCEMATTERS
CREATING GREAT EXPERIENCES IS THE IMPERATIVE
STORE
DIRECTSALES
CONTACTCENTER
FIELDSERVICE
WEB
MOBILE
SOCIAL
KIOSKS
“know me, wow me “understand me,reward me”
“engage meeverywhere”
“meet myexpectations”
ALWAYS CONNECTED…
CUSTOMER EXPERIENCE MATTERS…
94% of consumers will
pay up to 25% morefor a better customer experience
89% of consumers began doingbusiness with a competitor following apoor customer experience
47% of consumers give a brand upto one week to respond to a customerservice question before the “break up”with the company
78% of consumers who sharedcomplaints about poor customerexperience had their complaints ignored
22% who did get responses tocomplaints…more than half hadpositive reactions; 19% posted apositive comment about theorganization
Brands Benefit WhenCustomers are Satisfied
Customers Can – and Will – Leave YouIf they are not Satisfied
Dissatisfied Customerswill tell others
WE’VE ALL HEARD STORIES LIKE THIS…
DAVID CAROLL…. STEPHEN FRY….
POWER OF CUSTOMERS AND SOCIAL MEDIA
VERIZON “CONVENIENCE CHARGE”
• Verizon introduced a $2 fee for online and phone billpayments to address additional costs for single payments
• 35 petitions started on Change.Org with 95,000 joined inwithin hours
• Verizon reversed the announcement within 24 hours inresponse to customer feedback
BRAND PROMISE MEETS BRAND EXECUTION
“The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience”
Understandswhat I want
Appreciated
Respected
Caresfor who I am
Authentic
Trusted
Satisfy'smy expectations
Valued
Preferred
Realizesmy desires
Admired
Adored
Servesmy needs
Convenient
Reliable
CROSS CHANNELCUSTOMER EXPERIENCE
Customers expect that product and service information across allof the channels will be consistent, and they expect an enterprise-levelexperience.1
Source: 1 Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011
CUSTOMERS ARE NO LONGER DEALING WITH YOU IN ONLY ONE CHANNEL
74% of consumers use at least three channels when interacting with an enterprise for customer-service-related issues
Ovum
BrowseCatalog
Comparison Site
WebSearch
Ask FacebookFriends
Visit Retail Store
Chat
Email OrderConfirm w/Rec
Pickup Local Store
Tweet AboutPurchase
ExperienceRead Reviews
Ask for Help onCommunity Chat
Room
Product Info
Order Online
Kiosk
Change Order
Select Product
Order Online
Call for Info aboutAdd-on Accessories
Research Select Buy Use Recommend
CROSS CHANNEL ENGAGEMENT IS THE NEW NORMAL
Receive
CHALLENGES IN MANAGING CUSTOMER CHANNELSINVENTORY AND FULFILLMENT RANK THE HIGHEST
16%
19%
23%
35%
35%
51%
56%
58%
Managing returns across channels
Online carries a wider assortment than other channels
Assigning sales and performance metrics across channels
Optimizing inventory deployment to speed delivery and…
We don't have a solid definition of how consumers cross…
Coordinating pricing and promotions with other channels
Managing fulfillment across channels
Real-time inventory visibility/ management
Top 3 Challenges Bringing eCommerce FunctionalityAcross Channels
Source: RSR 2011 Cross-Channel Survey Results
CROSS CHANNEL CUSTOMER EXPERIENCEBUSINESS CHALLENGES SUMMARY
Web RetailCC Dealer SocialMobile
Sales Catalog
$ $ $ $ $ $Channels
Order Capture
Business Logic
Customer Data
• Disconnected Interactions
• Inconsistent experience
• Silo’d marketing
MANAGE CX LIFECYCLEDELIVER CX BUSINESS VALUE
THE CUSTOMER EXPERIENCE LIFECYCLE
DRIVING THE BUSINESS VALUE
Acquiring new customers, retaining the customers you have and doing soin the most efficient manner possible.
Retention(Build Trust &
Strengthen Relationships)
Retention(Build Trust &
Strengthen Relationships)
Acquisition(Increase Sales
& Adoption)
Acquisition(Increase Sales
& Adoption)
Efficiency(Reduce Costs
& Effort)
Efficiency(Reduce Costs
& Effort)
CXCustomer Experience
+ +=
ACTIONABLEINSIGHT
OPTIMIZEDEXECUTION
CONNECTEDENGAGEMENT
Oracle Cross Channel Customer Experience ForCommunications
TO DELIVER THEVALUE
TO PERSONALIZETHE EXPERIENCE
TO MAXIMIZETHE ENGAGEMENT
ADDRESSING THE CUSTOMER LIFECYCLE MANAGEMENT EXPERIENCEA COMPLETE APPROACH BASED ON ORACLE SOLUTIONS
C3E Solution RODOD SolutionRetailWeb Commerce * Web Center Suite eBilling
Oracle Knowledge Oracle RTD
Oracle Comms BRM
Oracle Communications OSM (COM)
Oracle Comms OSM (SOM)
AIA
Oracle Comms OSS Solutions
RetailMobileWeb Partner
AIAAIA AIA
Field Sales Call Center
Pro
duct
Hub
for
Com
mun
icat
ions
Des
ign
Stu
dio
AIA
Oracle’s Siebel CRM
AIA
Cross Channel CustomerExperience SolutionEnables Communications ServiceProviders to increase NPS andcustomer loyalty and deflecttransactions to unassisted channels.
• Key CapabilitiesConnected Engagement |Actionable Insight | IndividualizedSites | Reward Loyalty | GuidedExperiences
• Key Business MetricsBrand Value | Net Promoter Score |Self Service Rate | ConversionRate
Rapid Offer Design and OrderDelivery SolutionEnables providers to rapidly designand introduce offers, capture and fulfillorders efficiently and accurately, andprovide visibility across the entireorder lifecycle.
• Key CapabilitiesOffer Design | Order Capture |Order Delivery
• Key Business MetricsOffer Time to Market | Order CycleTime | Operational Efficiency
(*) Web Commerce composed of Oracle ATG + Oracle Endeca
• Differentiating via Customer Experience is the keyfor CSP’s to ensure continued growth in APRU andmargin.
• Driving loyalty and customer advocacy byexecuting against the brand promise.
• Almost three quarters of the Customers in mostgeographies are crossing channels today for asingle transaction – whether it is commerce orcustomer care.
• Oracle provides end to end BSS/OSS core andCross Channel platform across stores, dealers,web, and mobile with complete in-sale and in-lifecapabilities
CROSS CHANNEL CUSTOMER EXPERIENCESUMMARY
THE COMMUNICATIONS EXPERIENCE VISION
• At this event• Visit us at Oracle Meeting Room: Collins Room, Podium Level, Langham Hotel
• For more Informationhttp://www.oracle.com/us/industries/communications/overview/index.htmlhttp://www.youtube.com/watch?feature=player_embedded&v=bkSPNh0xIYk
• My [email protected]
ORACLE CUSTOMER EXPERIENCE FOR COMMUNICATIONS