Oracle Customer Experience - Empowering People. Powering Brands

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1


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


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.

AGENDA

• WHY CUSTOMER EXPERIENCE MATTERS

• A CUSTOMER EXPERIENCE EXAMPLE – THE CUSTOMER JOURNEY

• THE VALUE OF CX

• THE CHALLENGE OF CX


• THE CHALLENGE OF CX

• WHAT MAKES A GREAT CX

• HOW ORACLE POWERS GREAT CX

• THE POWER OF ORACLE’S COMPLETE CX

WHY CUSTOMER EXPERIENCE


EXPERIENCE MATTERS

WHAT IS CUSTOMER EXPERIENCE?


SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE

THIS IS YOUR CUSTOMER

KATIE


KATIEFROM NOW ON SHE CALLS THE SHOTS

73% Friendly employees &

customer service representatives

55% Easy access to information & support

WHAT MAKES CONSUMERS

FALL IN LOVE WITH A BRAND?


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

Source - Harris Interactive: Customer Experience Impact Report 2011

86% of customers would be

BRANDS BENEFIT WHEN

CONSUMERS ARE HAPPY


of customers would be

happy to pay 25% more

for a better customer

experience


of consumers feel that

their expectations for a good

customer experience are

always met

89% of consumers will begin doing business with a competitor

following a bad customer experience

50%

WHEN EXPECTATIONS ARE NOT MET

BRANDS GET DUMPED


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)

25%After a poor customer experience, more than a quarter of

consumers posted a negative comment on a social networking

site like Facebook or Twitter

79%

SCORNED CONSUMERS TELL

FACEBOOK AND TWITTER

FOLLOWERS


79% of consumers who shared complaints about poor customer

experience online had their complaints ignored

21% who did get responses to complaints, more than 50% had

positive reactions and 22% posted a positive comment about

the organization to their feeds

11,000,000 VIEWS

+

NO RESPONSE FROM

UNITED

=


=

-10% STOCK VALUE

IN 4 DAYS

AN EXAMPLE OF CUSTOMER EXPERIENCE:


EXPERIENCE:THE CUSTOMER JOURNEY

THE VALUEOF CUSTOMER


OF CUSTOMER EXPERIENCE

Customer Experience Delivers Real Value

+ +AACQUISITION

RRETENTION

EEFFICIENCY


Increase Sales

and Adoption

A• OPPORTUNITIES

• CONVERSIONS

• VALUE

Build Trust and

Strengthen

Relationships

R• QUALITY

• CONSISTENCY

• LOYALTY

Reduce Costs

and Effort

E• SELF SERVICE

• PRODUCTIVITY

• COST OF OPERATIONS

Proving the Value of Customer ExperienceMeasurable Metrics

GENERATE MORE INCREASE CUSTOMER INCREASE SELF-SERVICE

RETENTION(BUILD TRUST & STRENGTHEN

RELATIONSHIPS)

ACQUISITION(INCREASE SALES & ADOPTION)

EFFICIENCY (REDUCE COSTS & EFFORT)


INCREASE

CONVERSION RATE

INCREASE AVERAGE

ORDER VOLUME

OPPORTUNITIES SATISFACTION RATES

INCREASE SERVICE QUALITY

AND RELIABILITY

DRIVE LOYALTY

AND ADVOCACY

SUCCESS %

REDUCE COST

PER INTERACTION

IMPROVE

SERVICE PRODUCTIVITY

DO YOU KNOW

WHAT VALUES


WHAT VALUES

TO KATIE?

Delivering Great ExperiencesThroughout the Customer Lifecycle


THECHALLENGE OF CUSTOMER


OF CUSTOMEREXPERIENCE

Your Customers Expect to Do Business with You in More Ways Than Ever Before

DIRECT SALESIN-STORE CONTACT CENTER FIELD SERVICE


MOBILE SOCIALTABLETS KIOSKSWEB

WEB

CONTACTCENTER

IN-STORE

NEED /

RESEARCHSELECT PURCHASE

MAINTAIN /

RECOMMEND

RECEIVE /

USE

A Complex Customer Journey Customers Demand A Better Experience

Comparison Site

Visit Retail Store

Chat

Pickup Local Store

Order Online

Kiosk

Change Order

Browse

Order Online

Call for Info about

Add-on Accessories


CATALOG

MOBILE

EMAIL

SOCIAL Read Reviews

Web Search

Ask Facebook Friends

For Recommendations

Email Order

Confirm w/Rec

Tweet About

Purchase Experience

Ask for Help on

Community Chat Room

Product

Info

Select Product

Browse

Catalog

SILOS CREATE FRUSTRATION


SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE

Can’t their sales reps see my web

Why didn’t they send this mobile

coupon when I was still in the store?

When I clicked the “Chat Now” the agent

had no idea of what was in my shopping

cart?”

IN-STORE

WEBSOCIAL

CALL CENTER

The Results:Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience


Can’t their sales reps see my web

order? The Acme rep always

knows all my orders.

Why can’t I order an item online and pick it

up at my local store?

When I go online, I can’t easily find what I

need. It’s too complicated to find my

best option

Wouldn’t it be nice if they rewarded me

for all the friends I have referred?

DIRECTMOBILE

WHAT MAKESA GREAT CUSTOMER


CUSTOMER EXPERIENCE

WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE?

CONSISTENT VOICE

CONNECTED INTERACTIONS


CONNECTED INTERACTIONS

PERSONALIZED JOURNEY

EFFICIENT SERVICE

REWARDING RELATIONSHIP

How Does a Company Ensure a Great Customer Experience?


CUSTOMER ENGAGEMENTCREATING A CONNECTED EXPERIENCE


• Create simple, consistent and relevant experience across all touchpoints

• Capture all behaviors, transactions and interactions into 360o customer view

• Enable customers to do business where, when and how they want

DATA MANAGEMENT AND INSIGHTMAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES

• Leverage common customer master across all touchpoints and interactions

• Personalize all content and offers based on behavior and preferences


• Identify gaps and opportunities with real-time operational insight

CUSTOMER FULFILLMENT AND SERVICEDELIVER BRAND PROMISE ACROSS LIFECYCLE

• Unify order capture, order orchestration and fulfillment to increase efficiency

• Enable users with intelligent web self-service and direct support when needed

• Increase customer retention and referrals with integrated loyalty


• Increase customer retention and referrals with integrated loyalty programs

HOW ORACLE POWERS GREAT CUSTOMER


CUSTOMER EXPERIENCES

Connect and Engage

Make it Easy and Rewarding

COMPLETE CUSTOMER EXPERIENCE (CX)

Engage your Customer

Deliver on your Brand Promises


Know More

Insight on your Customer

DYNAMIC PERSONALIZATION

CROSS-CHANNEL INTERACTIONS

BUILDING CUSTOMER RAPPORT BY

CONNECTING EVERY INTERACTION

CONNECT AND ENGAGE


DYNAMIC PERSONALIZATION

TAILORING CUSTOMER EXPERIENCES

OPTIMIZED DIGITAL EXPERIENCES

FOR UNIQUE DEVICE CAPABILITIES

CONNECT AND ENGAGE

OPTIMIZE OPERATIONS

REAL-TIME RECOMMENDATIONS

LEVERAGE WHAT YOU KNOW.

ANTICIPATE WHAT CUSTOMER WANT

KNOW MORE


QUICKLY IDENTIFY AND RESPOND TO

OPPORTUNITIES AND CHALLENGES

FIND HIDDEN OPPORTUNITIES

IDENTIFY ACTIONABLE PATTERNS

KNOW MORE

ASSISTANCE AT THE POINT OF NEED

CROSS-CHANNEL ORCHESTRATION

IMPROVE ORDER ACCURACY AND

DELIVERY EXECUTION ACROSS

CHANNELS

MAKE IT EASY AND REWARDING


TRANSFORM YOUR CUSTOMER

EXPERIENCE WITH PROACTIVE

SUPPORT

MAXIMIZE LIFETIME VALUE

REWARD HIGH VALUE CUSTOMERS

MAKE IT EASY AND REWARDING

THE POWER OF ORACLE’S COMPLETE


COMPLETE CUSTOMER EXPERIENCE (CX)

Measurable ResultsIncreased Sales, Improved Satisfaction, Lower Costs

30% decrease in

contact center costs

Reduced agent response

times 50+%

CSAT increased to 95%

Improved cross

channel consistency

7X increase in conversion

rates

Sales leads up 50%


times 50+%

99% self-service rate

channel consistency

7x increase in

Net Promoter Score

Increased shopping

cart size by 25%

BEST CROSS-CHANNEL

ENGAGEMENT

�Deliver exceptional order

fulfillment and customer

service through web, call

centers, and social networks

�Create a consistent,

connected & personalized

brand experience across all

channels & devices

�Connect and analyze data

from all interactions to better

personalize experience and

identify hidden opportunities

BEST CUSTOMER

EXPERIENCE INSIGHT

BEST CROSS-CHANNEL

FULFILLMENT & SERVICE

Oracle’s Complete Customer ExperienceEmpowering People, Powering Brands


• Best-in-class web commerce

• Best-in-class knowledge base w/ guided search & navigation

• Web experience management w/ dynamic content & design

• Mobile optimization

• Social engagement

• Cross-channel marketing & loyalty

• Best-in-class cross-channelservice experience (web, social,

contact center)

• Best-in-class knowledge mgmt

• Cross-channel order capture and orchestration

• Integrated warranty management

• Social marketing

• Master data management

• Customer-centric data model

• Real-time operational insight

• Real-time decisions & recommendations

• Semantic and pattern analysis of unstructured/structured data

• Social data & monitoring

Fusion FusionFusion

Fusion RightNow

Choice Of DeploymentIn The Cloud, On Premise or Both


DatabaseService

JavaService

Data Service

MDMService

SocialRelationship Management

Fusion Talent

FusionFinancials

Fusion Sales and Marketing

Fusion HCM

RightNowCloud Service

Oracle’s Complete Customer ExperienceEmpowering People, Powering Brands

� Best-in-Class Customer Experience Solution

� 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

InteractionsInteractions

Oracle Customer Experience

DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE

Oracle Customer Experience FrameworkOnly Oracle Delivers an End-to-End Customer Lifecycle Solution


Interactions(Commerce, Sales, Marketing, Service)

Interactions(Commerce, Sales, Marketing, Service)

OperationsOperations

DataData

Social

Applications

Analytical

Applications

Oracle Customer Experience

InteractionsRecommendResearchNeed Select Purchase Receive Use Maintain

DIRECT IN-STORE PHONE WEB SOCIAL FIELD SERVICEMOBILE

Oracle Customer Experience FrameworkOnly Oracle Delivers An End-to-end Customer Lifecycle Solution


DataCustomer Product Content

OperationsSelf Service

Agent Assist

Account Management

Knowledge Management

Service and Support

Select/Browse

Offer/Recommend

Order Management

Business Insight

Commerce

Campaign Management

Community Management

Order Management

Channel Optimization

Marketing and LoyaltySales

Planning

Prospecting

Opportunity Management

Execution




Documents

Oracle Customer Experience - Empowering People. Powering Brands