DML13 - Joost Volker - Oracle - Rethink your online experience
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Transcript of DML13 - Joost Volker - Oracle - Rethink your online experience
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2
Rethink your Online Experience
Joost Volker
Director Sales & Business Development
EMEA WebCenter
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3
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.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 4
Program Agenda
• Is Your Customer Experience Meeting Expectations?
• Connecting the Online Customer Experience with
Oracle WebCenter Sites
• Take Your First Steps Toward Greater Online
Customer Engagement
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 5
Engaging Customers
is Critical for Business Growth
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 6
of consumers will pay
MORE for a better
customer experience
86%
Source: Harris Interactive, Customer Experience Impact Report 2009-2011
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 7 Source: Harris Interactive, Customer Experience Impact Report 2009-2011
of customers will begin
doing business with a
competitor following a
poor customer
experience
89%
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 8
The Customer Experience Lifecycle
Great Customer Experience Is the Sum of all Interactions
BUY OWN SUPPORT & SERVE MARKET & SELL
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 9
A Complex Customer Journey
WEB CONTACT
CENTER IN-
STORE CATAL
OG MOBI
LE
SOCIAL
NEED /
RESEARCH SELECT PURCHASE
MAINTAIN /
RECOMMEND
RECEIVE /
USE
Read Reviews
Comparison Site
Web Search
Ask Facebook Friends
For Recommendations
Visit Retail Store
Chat
Email Order
Confirm w/Rec
Pickup Local Store
Tweet About
Purchase Experience
Ask for Help on
Community Chat Room
Product
Info
Order Online
Kiosk
Change Order
Select Product
Browse
Catalog
Order Online
Call for Info about
Add-on Accessories
WEB
CONTACT CENTER
IN-STORE
CATALOG
MOBILE
SOCIAL
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 10
The Reality of Today’s Customer Experience
A Disconnected and Impersonal Journey
DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL
PURCHASE
RESEARCH
NEED
RECOMMEND
MAINTAIN
RECEIVE
SELECT
NEED
PURCHASE
RESEARCH
SELECT PURCHASE
RESEARCH
SELECT RESEARCH
PURCHASE
SELECT
PURCHASE
RECEIVE
PURCHASE
SELECT NEED
RECOMMEND
MAINTAIN
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 11
An Integrated Approach is Required
DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL
SIEBEL CRM
SIEBEL
MARKETING
ORACLE RETAIL
WEBCENTER
RIGHTNOW
INQUIRA
WEBCENTER
ATG
ENDECA
WEBCENTER
VITRUE
VITRUE
COLLECTIVE
INTELLECT
INVOLVER
BUSINESS INTELLIGENCE REAL-TIME DECISIONS | ENDECA | OBIEE
CAMPAIGNS SIEBEL MARKETING
CUSTOMER DATA SIEBEL CRM
ENTERPRISE CONTENT MANAGEMENT WEBCENTER
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 12
But Where Do You Start?
1. Deliver a more personalized customer
experience across various touch points
2. Enable a more engaging and interactive
customer experience across web, mobile and
social channels
3. Create a more connected and consistent
customer experience across channels
What are your key CX objectives? Integrating the Customer Experience is Complex
What are your key CX objectives?
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 13
The Online Channel Delivers on CX
Web Experience is an Ideal Starting Point to Your CX Journey
Integrate customer touchpoints
Drive engaging online experiences
Connect cross-channel customer data
• Unify the customer experience across websites (marketing,
commerce & self-service) & campaigns
• Incorporate social media & mobile with your web presence
• Leverage faceted search & navigation within sites
• Deliver a highly targeted & personalized site experience
• Leverage segment data between WEM & CRM systems
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 14
Connecting the Online Customer Experience with Oracle WebCenter Sites
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 15
Oracle WebCenter Sites Web Experience Management
Drive sales and loyalty with engaging multi-channel online experiences
• Create, manage and moderate contextually relevant, targeted and interactive online experiences
• Optimize customer engagement across web, mobile and social channels
• Manage large-scale global online presences with integrations into other customer experience applications
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 16
Engage. Empower. Extend. Connect the Online Customer Experience with Oracle WebCenter Sites
Engage Customers with
Relevant, Interactive, Multi-
channel Experiences with
Oracle WebCenter Sites
Empower Your Business to
Deliver Engaging Online
Customer Experiences with
Oracle WebCenter Sites
Extend the Power of Oracle
WebCenter Sites Through
Integration with Other
Customer Experience Apps
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 17
ENGAGE YOUR CUSTOMERS
RELEVANT AND PERSONALIZED
SOCIAL AND INTERACTIVE
MULTI-CHANNEL
MULTILINGUAL
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 18
Multi-channel Engage Customers Consistently Across Web and Mobile Channels
• Manage traditional and mobile websites
from the same business user interface
• Reuse content and layouts from the
traditional web presence
• Easily optimize for thousands of mobile
device types
• Enable location-based services
• Offer comprehensive video and rich media
support
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 19
Relevant
Target content and campaigns to customers
based on their attributes and behavior
Easily create visitor segments &
recommendations with a flexible rules engine
Base segmentation on implicit and/or explicit
criteria
Target at a granular level based on visitor
membership in multiple segments
Personalize the Site Visitor Experience with Targeting
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 20
• Create blogs and enable user-generated
content (UGC) such as comments,
reviews, ratings and polling
• Facilitate social participation by enabling
visitors to log in with their Facebook or
Twitter IDs out-of-the-box
• Enable users to share content they like
with Facebook and Twitter out-of-the-box
• Extend social sharing and log in to 20+
social networks
• Utilize UGC such as ratings or reviews to
dynamically drive the content of your site
Social Encourage Interaction Through Social Computing
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 21
Multilingual Engage Customers in Their Native Language
• Provide articles, pages and sites in multiple
languages
• Manage multiple translations from the
same business user interface
• Easily select and manage what to
translate, when and by who
• Integrate with third-party automated,
crowd-sourced, and expert translation
services
• Deliver multilingual experiences across
thousands of devices
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 22
MODERATE UGC CENTRALLY
GAIN INSIGHT WITH ANALYTICS
EASE SITE AUTHORING
EMPOWER YOUR BUSINESS
SCALE COST EFFECTIVELY
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 23
Create Empower Business Users with Intuitive Authoring Tools
• Enable marketers and line-of-business
teams
• Simplify site creation and management
• Reduce reliance on IT for day-to-day site
maintenance
• Empower the business to deliver on
customer experience initiatives
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 24
Moderate Easily Manage User-generated Content to Enterprise Standards
• Encourage social interaction while
safeguarding brand integrity
• Streamline the moderation of user
comments and reviews
• Easily set various levels of manual,
automatic and community based
moderation
• Employ whitelists, blacklists, key word
filters and flagging to automate moderation
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 25
Analyze Leverage Granular Content Analytics to Improve Engagement
• Track aggregate usage of content assets
across pages & sites
• Track effectiveness of targeted site content
for user segments
• Visualize results with in-context reporting
• Understand site usage via behavioural
tracking
• Access comprehensive reports or create
your own
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 26
Scale Cost-effectively Grow Your Online Presence to Meet Global Needs
• Streamlined multisite & multilingual
management
• High performance delivery of rich
media driven sites
• Scalable dynamic delivery of
personalized content
• Re-use digital assets & other content
across multiple sites
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 27
INTEGRATE COMMERCE
ENABLE SELF-SERVICE
ENHANCE SEARCH AND NAVIGATION
EXTEND THE EXPERIENCE
AUTOMATE TARGETING
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 28
Target
WebCenter Sites
Oracle WebCenter Sites & Oracle Real-Time Decisions (RTD)
• Combines WebCenter Sites’
marketer-managed segmenting
& RTD’s automated
recommendations
• Displays the most effective
content, pages & offers for
different users on websites
• Automates multivariate testing
& optimization so marketers
learn what works in real time
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 29
Navigate
Oracle WebCenter Sites & Oracle Endeca
• Endeca delivers more precise, relevant &
complete search results on WebCenter
Sites driven websites
• Enable site visitors to more effectively find
information with guided navigation
• Optimize search by indexing website
content & pushing search results back into
WebCenter Sites
• Embed faceted search & navigation within
the Sites contributor environment
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 30
Sell
Oracle WebCenter Sites & Oracle ATG Commerce
• Unify the online experience across
marketing-driven & commerce-driven sites:
• Enable a rich commerce online experience &
drive cross-sell & upsell with targeted promotions
• Transform your marketing-driven online
experience with targeting, social computing,
gadgets & mobile
• Integrate content & metadata between the
two systems to present a unified product
view to customers
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 31
Service
Oracle WebCenter Sites & Oracle WebCenter Portal
• Unify the online experience across
marketing & self-service sites:
• Cross-sell promotions & offers on your
marketing site to customers via your self-
service site
• Embed dynamic web content into a self-
service portal
• Integrate portlets within a marketing site to
expose back-end application data
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 32
Customer Successes
Reduced time-to-market of online initiatives by
empowering marketers with WEM
Marketers now spend less time updating their
site and more time focusing on strategy
Centrally manages branding, product and
marketing content across 53 different retail sites
Deploys new websites for their citizens in less
time and at a lower cost
WebCenter based CX platform for anytime,
anywhere engagement on any device
Improved their online customer experience and
eliminated costly print magazines
Oracle WebCenter Sites for Web Experience Management
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 33
Take Your First Steps Toward Greater Online Customer Engagement
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 34
Begin Connecting the Customer Experience Online
• Demonstrate that you know your customer by
delivering a more relevant online experience
• Get social by creating an interactive online
experience that fosters community
• Embrace anytime, anywhere engagement by
optimizing the online experience for mobile
Oracle WebCenter for Web Experience Management
Take the first steps toward greater customer engagement
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 35
Oracle WebCenter Engage Your Customers. Empower Your Business.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 36
Stay Connected with Oracle WebCenter
Oracle WebCenter blog: http://blogs.oracle.com/webcenter
Oracle WebCenter Homepage: http://oracle.com/webcenter
Oracle WebCenter Newsletter: http://oracle.com/newsletters
Twitter: http://twitter.com/oraclewebcenter
Facebook: http://facebook.com/webcenter
LinkedIn: http://linkd.in/ORCL_Social