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Kicking Off the Week at CX Central - Exploring the Future of CX
Aaron Shidler Vice President, Industry CX, Oracle Product Development
WELCOME ATTENDEES
Energy
Consumer Goods
Communication Financial Services
Chemicals
Aerospace & Defense
Automotive Eng. & Const. High Tech Industrial Mfg.
Insurance & Health
Life Sciences Logistics
Media & Ent.
Retail & Hospitality
Oil & Gas Public Sector
Travel & Transp.
Utilities Wealth Mgmt.
Industry Thought Leadership Sessions
Customer and Partner Case Study Sessions
Product Strategy and Innovation Sessions
LEARN AND SHARE
150+ Sessions
MONDAY
“CX for my Role”
TUESDAY
“CX for my Customer”
THURSDAY
“CX for my People”
WEDNESDAY
“CX for my Company”
THEMES BY DAY
Oracle Product and Solution Demos
Partner Product and Solution Demos
Customer Showcase Demos
SHOW AND DISCUSS
60+ Exhibitor and Demo Stations
Customer Marketplace
Oracle Commerce at work out on the exhibit floor
• Vitamix
• Elaine Turner
• Living Comfortably
• Rock Creek
Hands On Labs
Moscone West - Overlook 2C
• Marketing Cloud – Monday
• Sales Cloud – Tuesday
• Service Cloud – Wednesday
• Commerce Cloud – Thursday
Guided Implementation Workshops
• Led by several of our partner sponsors and supported by Oracle
product managers
NEW THIS YEAR
CX Reception
6pm Tuesday
• Starts after the last sessions, out on the exhibit floor
• Lots of food, drink, and entertainment
• Special surprise – you don’t want to miss out!
Customer Appreciation Event
6:00pm Wednesday
• Complimentary shuttle buses depart at 5:30 p.m. from designated areas.
• Wristbands are required to get access to the event.
Get Out and Enjoy The San Francisco Nightlife
• Make new friends and reacquaint with old ones
NETWORK AND HAVE FUN
CX CENTRAL PROGRAM SPONSOR
CX FOUNDATION SPONSOR
MARKETING TRACK SPONSOR
SALES TRACK SPONSOR SERVICE TRACK
SPONSOR COMMERCE TRACK
SPONSOR
CX FOUNDATION PARTNERS
MARKETING TRACK PARTNERS
SALES TRACK PARTNERS SERVICE TRACK
PARTNERS COMMERCE TRACK
PARTNERS
SPONSORS AND PARTNERS
WHAT’S DRIVING CUSTOMER EXPERIENCE?
NEW BUSINESS MODELS
DISRUPTIVE TECHNOLOGIES
GLOBAL COMPETITION
DEMANDING CONSUMERS
PRODUCT COMMODITIZATION
“You’ve got to start with the customer experience and work backwards to the technology. It starts with what incredible benefits can we give to the customer. Where can we take the customer?”
• Steve Jobs, CEO, Apple Inc.
ORGANIZATIONS NEED TO TRANSFORM
70%
of buying experiences are based on how customer feels they are being treated
higher value for a loyal customer after their first purchase
10x
of consumers have bailed on a transaction because of a poor customer experience
78%
Sources: American Express, WH Consumer Affairs, McKinsey
YOU ARE AS GOOD AS YOUR WEAKEST LINK
“ONE BAD EXPERIENCE AND POOF… CUSTOMERS ARE HISTORY. SURE, YOU CAN
REPLACE THEM, BUT AT FIVE TIMES THE COST.” – Pavvo Hanninen, Director, University of Alabama
REQUIRES DEPARTMENTAL COORDINATION
RECONFIGURING CUSTOMER PROCESSES
SINGLE VIEW OF THE CUSTOMER
COLLABORATION AND KNOWLEDGE
SHARING
MOBILITY AND CONNECTED
DEVICES
CROSS-CHANNEL CONSISTENCY
CUSTOMER FEEDBACK AND CX
METRICS
“CX IMPROVEMENTS OFTEN INVOLVE CROSS-DISCIPLINARY AND CROSS-ORGANIZATION COORDINATION EFFORTS TO BE FULLY SUCCESSFUL.”
Customer Experience Benchmarks: What Kind of Organization Are You? Gartner, September 2015
Manage Revenue Update account receivables, accounts payable…
Nurture Prospects Create individual sales campaigns
Manage Opportunity Sales follows up on leads and marketing updated. Monitor customer service incidents
Manage and maintain accurate customer /product info across the business
Marketing Sales
CPQ, Commerce Back Office, Revenue
Configure Quote Configure products/services and create quote
Create Order Convert quote into sales order and capture web order
Create Campaign Create marketing campaign
Segment Leads Score leads and pass to sales
Marketing
Sales, Marketing, Service Sales, CPQ
Example: Lead to Order to Cash
A CONNECTED BUSINESS YIELDS BETTER RESULTS
WEB
CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
CX FOUNDATION LAYER
CX APPLICATIONS
CX INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED API’s COLLABORATION ANALYTICS PLATFORM AS A
SERVICE
FINANCIAL SERVICES
COMMUNICATIONS
HICH TECH
CONSUMER GOODS
LIFE SCIENCES
RETAIL
MANUFACTURING
AUTOMOTIVE
HEALTHCARE
PROFESSIONAL SERVICES
HOSPITALITY
UTILITIES
TRAVEL AND TRANSPORTATION
MEDIA AND ENTERTAINMENT
EDUCATION AND RESEARCH
ORACLE CX SUITE
Design for Mobile First • Fit layouts within mobile display widths and allows them to flow vertically • Avoid vertically stretching layouts, to permit responsive design
Keep Layouts Simple and Uncluttered • Design layouts that open up space between page elements • Include fewer elements on a page
Provide a Clear Information Hierarchy • Establish an order of precedence for page elements • Vary the size and weight of both layout and text elements
Engage Users with More Visual Content • Use data visualizations and simplified info graphics to emphasize dynamic
content • Make use of animated transitions to improve focus and context awareness • Mix and match colors from the Oracle Alta UI Color Pallet to create rich UIs
COMMON USER INTERFACE STANDARD
Oracle Integration Cloud Service (ICS)
Oracle
Marketing Cloud
Oracle
CPQ Cloud
Oracle
Sales Cloud
Oracle
Commerce Cloud
Oracle
Service Cloud
Oracle
Social Cloud
3rd Party Cloud services Oracle On-prem apps
(e.g. Siebel, EBS, JDE,etc…) 3rd Party on-prem apps
Oracle Customer Experience Cloud
Oracle
ERP/SCM Cloud
Oracle
HCM Cloud
ORACLE INTEGRATION CLOUD SERVICE
A Simple but powerful integration platform in the cloud that
Connects your SaaS and on-premise applications
Provides an easy to use point and click integration experience including extensible pre-built integrations
Simplifies error management and enables rich monitoring
ORACLE PLATFORM-AS-A-SERVICE
Oracle CX Cloud
Rich tailoring capabilities
Mobile support
Embedded social collaboration
Tailor approvals/ workflows
Cloud Marketplace
Unique apps
By cloud partners
Certified by Oracle
One Cloud Platform
Database Cloud Service
Data storage
Data import
Developer Cloud Service
Source code management
Build deploy tools
Web service repository
Java Cloud Service
Logic and business rules
UI modifications
Full power of J2EE
Business Intelligence Cloud Service
Cross-source Enterprise analytics
Global Executive Dashboards and Reporting
Documents Cloud Service
External document collaboration
Offline syncing
Web, mobile, desktop
Integration Cloud Service
Web based, Point & click integration
Rich Monitoring and error mgt
Process Cloud Service
Rapid Process Composition
Multi-channel BPM interfaces
Business Agility & control
Oracle PaaS
COMPLETE - Best-in-Class Cloud Portfolio - Spanning All Customer Interactions - Connecting Key Business Processes
INNOVATIVE - Deepest Customer Insight - Providing Personalized Engagement - Differentiating The Brand Experience
PROVEN - Trusted By The World’s Largest Brands - Recognized Industry Experience - Secure & Scalable Global Operations
ORACLE CX CLOUD
COMPLETE FUNCTIONAL FOOTPRINT
Sales Sales Performance & Productivity
Lead Nurturing and Pipeline Management Customer Analysis & Sales Prediction
CPQ Create Accurate Quotes & Orders
Mange Pricing, Discounting & Approvals Integrated Oppty-to-Cash
Commerce Personalized Experience Engagement
Scalable Cross-Channel Commerce (B2B/B2C) Multi-site branding
Service Knowledgebase & Customer Engagement
Cross-Channel Customer Experience Field Service Optimization & Empowerment
Marketing Social and Modern Marketing Content
Engage & Nurture Across Channels Generate Leads & Track Performance
Social Listen and Score Customer Brand Sentiment
Act on Intent Using Social Channels Analyze Customer Behaviors
Customer Master
MARKETING SALES
COMMERCE
SERVICE
SOCIAL
ORACLE CX - RECOGNIZED LEADER BY ANALYSTS
INDUSTRY
Leader in marketing automation and revenue performance management
Leader in performance management and mobile sales
Leader in web customer service and cross-channel contact center solutions
Leader in e-commerce delivering contextual-based experiences
Leader with social media solution integrated with CX business applications
Out-of-the box industry solutions including industry policies , data model, UI
TAILORED INDUSTRY SOLUTIONS
Pre-Built with Best Practices
Enhanced data model, policy model, user experience, business intelligence and industry integration to address industry-specific CX requirements
Modern 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
Mark Smith Chairman T.H. March & Co.
Becky Ploeger Vice President, Digital Commerce Customer Care Kohl’s
GUEST CUSTOMER SPEAKERS
o New Expectations
o Channel of Choice is
Changing
o Customer Education
& Right Channeling
Customers o Agent Tools that Enable
o Quickly, consistently,
accurately say YES
o Policies that Empower
Agents o Self Service
o Better experiences that
enable in the future
o Consumer journeys that
lead to YES
Experience
GET AHEAD
(Value Me)
GET BETTER
(Know Me)
GET GOING (Help ME)
MODERN CUSTOMER SERVICE
Proactive / Personalized Care Loyalty Aware, Carry voice of the
customer to the organization
360° view of the Customer across all LoB’s Simplified Agent Desktop
Context Follows Customer Across Channels
Self-Service, Online FAQ’s (Knowledge)
Phone, Email, Chat
Multi-Channel Agent Desktop
Phone & Email
(Profit
Center)
(Cost Center)
www.thmarch.co.uk
Integrated Customer Experience at TH March
Mark Smith Chairman
T H March & Co Limited
Oracle Open World 26 October 2015
www.thmarch.co.uk
Our CX story Who are TH March?
• “Top 100” UK insurance broker
• SME - 110 staff – 6 offices across UK
• Market leader in our field - 127 year heritage
Oracle UK CX 4 Pillars
First FS SME customer
www.thmarch.co.uk
TH March - famous for insuring jewellery
www.thmarch.co.uk
B2B UK market leader in business insurance
for jewellers
Clients - ~3,000 jewellers,
across the UK
www.thmarch.co.uk
B2C famous for insuring jewellery ~30,000 retail customers
• Personal jewellery insurance • High net worth
www.thmarch.co.uk
Our CX journey - Where to start?
Challenges
Immature social media strategy
Limited B2C client contact
Unreliable customer data
Multiple systems Legacy
Knowledge – not written down!
No single customer view Labour intensive Inconsistent pipeline MI
Strengths Relevant and reliable High customer
satisfaction Strong customer
retention
Trusted, fair, integrity
Understand customer needs
What our customers say..
Healthy NPS
www.thmarch.co.uk
First steps for TH March • Sales Cloud – “soft launch” underway • Marketing Cloud
– In use for last 6 months – Full capability once Sales Cloud operational
• Service Cloud – Simplest and first to go live – Enhancements underway
• Social Cloud – In full use
www.thmarch.co.uk
Oracle CX Integrated Customer Experience platform
Marketing
• Website live chat
• Social media manager
• Marketing automation
• CRM
• Client and prospects database
Sales Cloud
Cloud
Service cloud
Social Cloud
Marketing
www.thmarch.co.uk
Pillar 3 – Oracle Service Cloud
Proactive live chat
Oracle Engagement Engine
www.thmarch.co.uk
Pillar 4 – Oracle Social Cloud Social relationship
management
Listen and analyse
Social Media Campaign manager
Multi channel
www.thmarch.co.uk www.thmarch.co.uk
Keep talking
#InfosysAtOOW
The world is changing faster than ever before the phase of change is picking up
Convenient
Rap
id In
no
vati
on
New
Experiences Process
Transformation
Seam
less
exp
eri
en
ce
IMMERSIVE
Omni channel
structure
CO
OL
Cross Channel
Focus on
Agile
Instant HUMAN
CENTRIC Consumer
Journeys
Inven
tory
Man
ag
em
en
t Application
Modernization
Destination
Personalization
BRAND
KNOWLEDGE
Inspiring, consistent experience
Insig
hts
En
ab
led
#InfosysAtOOW
IT organizations across industries are faced with 3 fundamental challenges
ESTABLISH PLATFORMS AND
RENEW THE CORE
INNOVATE INTO THE NEW
PLATFORMS AS A SERVICE
#InfosysAtOOW
Historically we have adopted a functionality based view rather than the customer experience perspective
Brand
Proposition
Functionality
Customer
Experience
Traditional View
Customer View
#InfosysAtOOW
Alternative approaches delivers different results – here’s how two well known brands do it
#InfosysAtOOW
You do not have to be a ‘cool’ company to get it right
• Expectations are led/set by Apple,
Amazon, AirBnB, Uber, etc
• The always on model drives how & where
services are consumed
• Social products and social media
• ‘Know ME’ and the need for further
transparency in service delivery
• Using Services as the Stage and the
goods as props to engage customers in a
way that creates a memorable experience
Newer Expectations Top US Net Promoter Scores
69%
80% Insurance
78% banking
78% 76%
75%
75%
70% iphone
65% ipad
66%
#InfosysAtOOW
We have adopted a three-pronged approach
Design thinking and
design-led innovation
Platforms and Ecosystems
Knowledge based
management and
evolution of
landscapes
Unifying | Combining | Fit
Spirit | Energy | Morale Way | Path | Purpose
#InfosysAtOOW
Do – Design-led Innovation
• Enhancing creative confidence of individuals,
teams and organizations
• Problem finding
• Innovation, rapid prototyping and execution
• Strategic design consulting
• Building transformational digital and CX
experiences
• Enabling the future workforce and workplace
#InfosysAtOOW
Ki – Knowledge-based IT
• Capture knowledge using AI and machine learning
• Simplify using Cloud technologies
• Drive operational efficiency using automation
• Create immersive experiences using APIs and API
management
• Build innovative new applications
#InfosysAtOOW
Ai – Platforms and Ecosystems
• Modularize technology
• Amplify: From people to people + software
• Transform ecosystems using platforms:
• CX (sales, service, marketing)
• Data
• Service automation
• Mobile
• IoT
• APIs
#InfosysAtOOW
Customer experience management in a world of rapid change
The future need not be an increment of the past …freely adapted from Alan Kay
#InfosysAtOOW
Lars Skari Partner
Infosys Consulting
4009 Miranda Ave #100
Palo Alto, CA 94304
M: +1 310 880 5773
E: Lars_Skari@infosys.com
Twitter: @lskari
COMPLETE - Best-in-Class Cloud Portfolio - Spanning All Customer Interactions - Connecting Key Business Processes
INNOVATIVE - Deepest Customer Insight - Providing Personalized Engagement - Differentiating The Brand Experience
PROVEN - Trusted By The World’s Largest Brands - Recognized Industry Experience - Secure & Scalable Global Operations
ORACLE CX CLOUD
April 26-28, 2016
Las Vegas, NV
SAVE THE DATE
modernmarketingexperience.com
oracle.com/modern-service-experience
oracle.com/modern-sales-experience
oracle.com/modern-commerce-experience
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