Customer Experience - Aaron Shidler

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

CX Central Welcome Keynote

Aaron Shidler Vice President, CX Industry Oracle Product Development October 1st, 2014

Lead your Industry and Deliver ROI Through Customer Experience


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.


Program Agenda

The CX Initiative

Oracle CX Solutions

Summary

Q&A

1

2

3

4

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 5

social

mobile

y-gen

self discovery

buying

learning

targets

choice

value

expectation

information

Your Customer has

CHANGED


of execs say customer experience is critical

to their business advantage

are just getting started with a customer experience initiative

consider their customer experience initiative to be advanced

97% 39%

20%

Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)

And statistics indicate there is progress to be made


Social

Mobile

Store

Call Center

Website

eCommerce

Need > Research > Select > Buy > Use > Recommend

Individual disconnected interactions? or the connected customer journey?

The Grand Disconnect


49% of CEOs think customers

will switch due to CX

89% of customers have switched to a competitor precisely because of poor CX

43% of customers have had a consistent positive experience with the brand

But only 80% of CEOs believe they

give good CX

the brand

Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle, (2013, )from market research survey of 1,300 global senior execs in North America, Europe, Asia Pacific and Latin America .

Perception Chasm in the C-Suite


In only two years, 90% of companies expect to compete almost entirely on the basis of customer experience.

9

Source: Gartner, Laura McLellan, Gartner research, referenced in AdAge, Sept. 2014

Why Start Now?


CUSTOMER BRAND

Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand


Program Agenda

The CX Initiative

Oracle CX Solutions

Summary

Q&A

1

2

3

4


Oracle Marketing

Integrated Customer Experience Foundation

Social Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Analytic KPIs & Dashboards

Predictive Analytics

Oracle Customer Experience The Complete Customer Experience Platform

Oracle Social


Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer

Tailored for Industries

Best Practices for Competitive Advantage and lower TCO

Insightful and Extensible

1

3

2

4

Drive greater business value deliver pre-built business

processes across silos Modern

Empowered Customer

Cross-Channel

Extend solution, use Dynamic CX profile and Integrate to the Enterprise

Oracle Customer Experience Enabled in the Cloud


Service Knowledgebase & Customer Engagement

Field Sales & Agent Empowerment Agile Customer Service Center

Commerce Dynamic Personalized experience management

Scalable Cross-Channel Commerce Multi-site branding

CPQ Sell more with effective cross-sell /upsell

Easy setup for Configurable Products Flexible Approval Workflow

Sales Easy, Adaptable and Collaborative Selling

Customer Insight and Pipeline Building Mobility and Productive Selling

Social Social Relationship Management

Social Insights and Service Personalized Interaction

Sales Service

Marketing Social

CPQ Commerce

Marketing B2C Orchestrated Cross-Channel Campaigns

Social and Modern Marketing Content B2B Lead Generation

Oracle Customer Experience Broadest solution capabilities to support your customers’ journey


https://www.youtube.com/watch?v=lzyu_zpyLkQ

Financial Services Showcase

https://www.youtube.com/watch?v=lzyu_zpyLkQ&feature=youtu.be


Customer Experience Marketing

Web Marketing

Mobile Advertising

Social Marketing

Data Management Platform

Display Advertising

Multi-Channel Campaign Management

Targeting and Segmentation

Marketing Measurement


Sales Prediction

Leads and Opportunities

Partner Relationship Management

Forecasting Sales Campaigns

Territory Management

Customer Data Management

Quota & Compensation Management

Customer Experience Sales


Price Quote

Search & Personalization

ERP, Supply Chain & E-Signature Integration

Recommendations Catalog Management

Configure

Transaction Mgmt.

Customer Experience Commerce & Configure-Price-Quote


Mobile Self-Service

Chat and Co-Browse

Cross Channel Contact Center

E-mail Management

Support Communities

Knowledge Management

Web Customer Service

Policy Management

Customer Experience Customer Service


Customer Experience Social Relationship Management

Social Marketing

Social Data & Insight

Social Networking & Collaboration

Social Listening & Engagement


175%

50%

30%

Increase in revenue attributed to marketing

customer response rates to campaign

New customer growth

20% Growth in year-to-

year revenue

95% Reduction in time to

create reports

50% Gain in product

penetration

$5.5M in contribution

margin

30% increase in ASP

8 minutes from discussion to signature via iPad

56% increase in online

sales

10-60% increase in avg.

order value

5-10X Faster time to

market

$350K-$5M Annual Savings

45% Jump in new orders

40% Drop in tech support

inquiries

$1M+ Saved by preventing

PR crisis

20X social follower

growth, 5x social engagement growth

2X Faster customer

acquisition

Head of Sales

Head of Sales Ops

Head of Commerce

Head of Service

Head of Social

Head of Marketing

Results Being Realized by World-Class Companies


Powerful Integration to create Customer Intimacy

Example integrations • Marketing/Sales Cloud • Services/Social Cloud • Commerce/Social Cloud • Social/Marketing Cloud

Unique value of CX integrations • Higher sales revenue • Greater customer retention/loyalty • Reduced time to market and results • Lower cost and improved value of using unified suite

Delivered and planned Integrations • Over 37 cross-channel integrations developed • 11+ cross-channel integrations planned for FY15 • Integrations to 120+ Application Marketplace partners

One Experience

Sales Service

Marketing Social

CPQ Commerce

Cross Channel We integrate the cross-channel journey that your customers experience


Benefits:

Extend capabilities

One cloud platform

Streamlined development

to create new features and new applications

with standards-based tools

with applications portable to other platforms

Example Use Cases:

Create a Mobile App 1

2

3

4

5

External Document Sharing

Unify and Simplify BI

Get certified 3rd Party Apps

Develop App & Access External Data

Enrich Your CX Cloud with Oracle Cloud PaaS


Leverage CX platform for Competitive Advantage

Insightful and Extensible Know your Customers; Integrate and Extend your CX platform

Ability to Extend CX applications and Build Your Own Compose UI and data structures in Fusion; extend with

Oracle or other PaaS providers. Leverage Groovy and Java for custom applications

Ease of Leveraging Investments made in Enterprise Integrate on-premise with cloud applications to efficiently

automate key business processes Powerful Business Intelligence across Customer Journey Analytics included with CX applications or consolidate with

Oracle Analytics Cloud (coming soon)


25

Oracle CX Cloud

Rich tailoring capabilities

Mobile support Embedded social

collaboration Tailor approvals/

workflows

Database Services

Data storage Data import

Mobile Services

Mobile APIs Federated identity Mobile security Any platform,

any device

Developer Services

Source code management

Build deploy tools Web service

repository

Java Services

Logic and business rules

UI modifications Full power of J2EE

Marketplace 3rd party apps

Unique apps By cloud partners Certified

BI Services

Enterprise analytics

Reporting

Document Services

External document collaboration

Offline syncing Web, mobile,

desktop

One Cloud Platform

Personalize Your CX Cloud Tailor within SaaS. Enrich with PaaS.


Pre-built with best practices for your business needs

Enhanced View of Industry Solution

• Enhanced ability to see how Oracle products address your industry-specific Customer Experience initiatives

Blueprint for Each Industry

• Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)

Accelerated Customer Deployment

• Superior ability for Consulting partners to speed deployment through: – Reference configurations – Integrations – Industry best practices

Tailored for Industries Reference Architectures /Blueprints to Accelerate Adoption & Time to Value


Program Agenda

The CX Initiative

Oracle CX Solutions

Summary

Q&A

1

2

3

4


Modern CX Cloud: Customer Examples

http://www.petinsurance.com/

http://www.pikotek.com/index.jsp

http://www.apptix.com/default.asp

http://www.christiedigital.com/en-us

http://www.speridian.com/index.php

http://www.crmnow.com.au/

http://www.enigen.it/

http://www.ibasis.com/index.aspx

http://www.internetsolutions.com/index.html

http://www.crunchbase.com/financial-organization/ngi-capital

http://evosys.co.in/

http://csolutor.fi/

http://www.infactgroup.com/en/

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 29

Comprehensive, Modern and Complete B2B, B2C, Multi-Channel, Mobile, User-centric Data Driven Big Data, DaaS, Data Cleansing, Social Data

Global and Industry Reach Industry Coverage, Global Capabilities, Secure

Platform and Ecosystem Integrations, PaaS, IDM, Analytics, Marketplace

Oracle Customer Experience Key Differentiators


Program Agenda

The CX Initiative

Oracle CX Solutions

Summary

Q&A

1

2

3

4

Customer Experience - Aaron Shidler

Technology

Transcript of Customer Experience - Aaron Shidler