Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Customer eXperienceOracle Cloud Day 2016
Giovanni RavasioApplications Country Leader & CX Sales Director
14 Nov 2016 Confidential – Oracle Internal
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Internal
Oracle Strategy
14 Nov 2016 2
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Customer eXperience Suite
14 Nov 2016 Confidential – Oracle Internal
360° solution
3
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Customer eXperience Suite
14 Nov 2016 Confidential – Oracle Internal
Complete process mapping
4
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle is the only complete Digital Experience Platform on the market.
Forrester, Feb 2016
Forrester, Take Two Technology Roads to Digital Experience Success, Feb 2016
Oracle Customer eXperience SuiteMarket recognition
14 Nov 2016 Confidential – Oracle Internal 5
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Customer eXperience SuiteUnique value delivered to customers
14 Nov 2016 Confidential – Oracle Internal 6
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal
Market awardsForrester Wave Q4’16
14 Nov 2016 7
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal
Market awardsForrester Wave Q4’16
14 Nov 2016 8
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Market Awards
Confidential – Oracle Internal
Garner Magic Quadrant Sept 2016
14 Nov 2016 9
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
OVUM Reivew
Confidential – Oracle Internal
An adaptive omnichannel orchestration platform
• Key messages
– True omnichannel customer experience consists of 11 characteristics and Oracle can address them all today. Customer data management, policy automation, and silicon-embedded security provide a foundation for relationship building, trust, and security in the cloud.
– Oracle provides a modern and engaging user interface across the entire customer experience portfolio to help users make sense of data and focus on what matters most.
– Oracle must continue to prioritize customer outcomes above all else to foster trust and minimize customer concerns about lock-in.
14 Nov 2016 10
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
“Oracle has assembled a star-studded portfolio of technologies and partnerships that will carry even the most advanced, complex, and high-volume marketers to new heights for many years.”
IDC MarketScape: Worldwide Marketing Cloud Platforms 2016 Vendor Assessment
Confidential – Oracle Internal
Market PositioningIDC MarketScope
https://www.oracle.com/marketingcloud/resources/white-papers/idc-marketscape-marketing-platform-vendors-2016.html
14 Nov 2016 11
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Solution Portfolio
14 Nov 2016 Confidential – Oracle Internal 12
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Marketing Cloud
14 Nov 2016 Confidential – Oracle Internal 13
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |14 Nov 2016 Confidential – Oracle Internal
Modern Sales
Sales Cloud
Sales Force Automation
Configure Price & Quote
Social Collaboration
Partner Relationship
Analytics
Sales Performance
Contract Management
Data Quality
Data (DaaS)
Platform (PaaS) Applications(SaaS)
14
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Three Pillars of Sales Automation
Confidential – Oracle Internal
Empowering the Sales Process
SALES AUTOMATION
SFA / PRMFocus on the customer
CPQFocus on the process
SPMFocus on the sales person
14 Nov 2016 15
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Driving the Successful Modern Sales Force…
Oracle Sales Cloud
Be Mobile & Productive
Staying productive on the move drives better sales results
Be Insight Driven
Working collaboratively means closing more sales, faster
Be Collaborative
The more you know, the more effectively you can sell
Be Effective Pipeline Builders
Use tools and resources to drive demand across all channels
Sell Faster & More Easily
The easier your sales tools are to use, the better your results will be
14 Nov 2016 Confidential – Oracle Internal 16
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Territory
Quota
Incentive & Gamification
Reward Set Goals
Define Scope
SFA
CPQ
SFA/ PRM
Sales Performace Management
Forecast
CPQ
CPQ
14 Nov 2016 Confidential – Oracle Internal 17
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
PRESENT & PROPOSE
ORDER & FULFILL
REPORT & ANALYZE
PRICE "E
SELECT & CONFIGURE
+ -X =
Streamline critical sales processes
Oracle CPQ Cloud
Dir
ect
Sal
es
Channel Partners
Customers
14 Nov 2016 Confidential – Oracle Internal 18
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Commerce Cloud
14 Nov 2016 Confidential – Oracle Internal 19
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Service Cloud Platform
Field ServiceManagement
Oracle Service Cloud
14 Nov 2016 Confidential – Oracle Internal 20
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Field Service Cloud
14 Nov 2016 Confidential – Oracle Internal
3° Generation Field Service
21
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Dynamic CX Profile
Confidential – Oracle Internal
Accurate real time view of customer behavior across channels
Customer CX Hub
Standard object structures for Customer, Product, etc. in the cloud available
Integrate with applications like Siebel via Customer Data Hub
Integration adapters being delivered by Oracle to lower integration costs
Centralized Data Quality
Secure on-premise option available
14 Nov 2016 22
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Internal
Solutions Details
14 Nov 2016 23
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle CX Cloud Suite provides an award-winning set of applications for Marketing, Sales, Commerce, and Service on an integrated CX platform that collects, analyzes, and shares data in real time.
Imagine the difference that would make to your customer.
Know Your Customers, Deliver Great Experiences
Customer eXperience Suite
14 Nov 2016 Confidential – Oracle Internal 24
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Unify Customer Profiles: Connect Online and Offline Interactions to One Customer
• Data Management: Marketers can access all of their marketing data to build and refine key target audiences for numerous campaign scenarios.
• Data Marketplace: 30 branded data providers for 3rd party data, marketers have access to nearly 40,000 data attributes.
• Audience Analytics: Allow marketers to analyze and predict success based on the data they’ve selected and audiences targeted
Organize and Activate Data to Personalize Marketing Campaigns and Customer Experience
Data Management Platform
14 Nov 2016 Confidential – Oracle Internal 25
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Relevant Marketing: Build campaigns thatorchestrate the buyers journey frombeginning to end whether unknown orexisting customers
• Lead Scoring: Identify the leads that are mostlikely to convert by utilizing our lead scoringmodels.
• Sales Empowerment: Support sales reps inhaving insight into customers DBL as well ascorporate approved email templates
• Marketing ROI: Identify what revenue isattributed to marketing, use it to build outstrategy
Transform B2B Sales and Marketing with Award-Winning Marketing Technology
Marketing Automation
14 Nov 2016 Confidential – Oracle Internal 26
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Adaptive Marketing: Orchestrate individualexperiences across every channel andorchestrate a granular experience for thosecustomers at scale
• Actionable Customer Profile: Identify idealcustomer attributes, behaviors andpreferences
• Insights: Analyze performance and tie back torevenue goals
• Program for Cross Channel: provides apowerful, but simple, canvas to orchestratecustomer experiences across e-mail, mobile,display, and social channels
Orchestrate B2C Engagement with Personalization and Scale Across Every Digital Channel
Cross-Channel Orchestration
14 Nov 2016 Confidential – Oracle Internal 27
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• OneTouch™ Optimization Platform: Nodelays waiting for IT, high performancescalable platform, no flickering
• In-Depth Customer Insight: Granular multi-attribute segments, element level reporting
• Automated Segment Discovery: Audience Insights and Campaign Insights, leveraging multiple data sources
• Enterprise Security: enterprise proof security policies
Organize and Activate Data to Personalize Marketing Programs and Customer Experience
Testing & Optimization
14 Nov 2016 Confidential – Oracle Internal 28
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Create one central place: for social listening, engagement, publishing, and analytics, eliminating data silos and fragmented messaging.
• Unified social solution: to manage and deliver paid, owned, and earned media across social channels.
• Listen: to what customers are saying about your product or brand.
• Engage: with fans and followers on social media channels and publish relevant content.
• Automate: contracts, route contracts for approvals and signatures, store contracts with accounts or opportunities and track changes.
• Analyze: social data to track engagement, fan growth, and campaign effectiveness to make smarter business decisions.
Simplify Social Marketing with an Integrated Modern Marketing Solution
Social Marketing
14 Nov 2016 Confidential – Oracle Internal 29
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Implement Best Practices: adopt contentcreation best practices and increase contentquality and volume
• Integrate Content Creation Efforts: one central view of content, aligns to your Marketing Strategy
• Marketing Calendar: gives marketers immediate access to an intuitive calendar which shows as well as both active and draft campaigns, events and content assets
• Enterprise-Ready Workflow: Marketers are able to create specific workflows for each process with various steps each and related tasks
Deliver the Right Content at the Right Time to the Right Person on the Right Channel
Content Marketing
14 Nov 2016 Confidential – Oracle Internal 30
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Start Selling quickly: Attract, engage and convert more shoppers across channels with proven features based on a configurable and responsive storefront
• Do More in Real Time: Built for business users to act fast and push updates live immediately, leveraging Intuitive drag-and-drop interface for business-users.
• Succeed Faster: Explore new opportunities for growth, internationalize quickly with support for 30+ languages and 40+ currencies and quickly launch new brand or seasonal shops
• Don’t Compromise on Design: Complete brand control on your terms: no fixed templates. Zero vendor rules and make immediate updates with easy-to-use page creators.
• Modern, Open Platform for Innovation: Reduce integration headaches and increase agility leveraging natively open API-first architecture and Webhook framework
Increase your agility and grow your business with the most modern SaaS commerce
Oracle Commerce Cloud
14 Nov 2016 Confidential – Oracle Internal 31
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Engage customers : maximize sales with a tightly integrated, complete set of lead-to-contract sales tools
• Close and Win Deals: enable sales teams with mobile apps, a complete customer 360, and sales team collaboration
• Expand and Predict Sales: cross-sell and up-sell using white space analysis and product recommendations
• Plan and Optimize: align territories, quotas, and incentive plans to the business strategy
• Motivate and Reward: use games, performance tactics, and rewards to promote targeted behaviors
• Coach and Train: Identify successful selling techniques and offer in-context coaching
Integrated Lead-to-Contract Experience for Sales Organization
Sales Cloud
14 Nov 2016 Confidential – Oracle Internal 32
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Close Deals Faster: respond to customer inquiries faster, shorten sales cycle times, reduce back-and-forth iterations
• Improve Customer Experience: deliver superior and consistent customer experience through all channels
• Increase Sales: use guided selling and product configurations to increase upsell and cross-sell opportunities
• Eliminate Waste and Maximize Margins: Ensure 100% accuracy across all quotes and orders
Help your sales sell faster, more easily, and more accurately, anywhere, on any device
CPQ Cloud (Configure, Price, and Quote)
14 Nov 2016 Confidential – Oracle Internal 33
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Engage customers: delivering outstanding service on every, channel, both self-service (Web, Mobile, Facebook) and agent assisted (Email, Phone, Chat, Social).
• Maximize call deflexion: through Guided Assistance and proactive recommendation of best answer based on customer question.
• Provide in-depth agent assistance: through Chat and Co-Browse.
• Empowers employees: making easy to serve customer through a dynamic agent desktop designed to maximize, customer insight, agent productivity and cross-channel experience.
• Easily adapt: to the changing needs of your business through rapid Cloud deployment.
Engage customers, Empower Employees, Adapt Quickly
Service Cloud
14 Nov 2016 Confidential – Oracle Internal 34
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Manage: the entire knowledge lifecycle: creation, delivery, collaborationa and refinement.
• Support content authoring : through version history and document control
• Natural language: search in multiple languages using full sentences to improve context search and relevancy.
• Enterprise Content Search: Search across multiple knowledge repositories simultaneously, regardless of location
• Proactive Answers: deliver the most relevant answers to customers with SmartAssistant Wizard, and leverage contextual knowledge to deliver agent knowledge based on incident information
• Integrated analytics: gain deeper insight into customer interactions and knowledge gaps with easy-to-use, drag-and-drop report builder and analytics dashboards
Deliver the right answers at the right time, every time
Knowledge Management
14 Nov 2016 Confidential – Oracle Internal 35
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Personalized Experiences: Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts
• Transparency and Analytics: Deliver accurate, reliable service with analytics and reporting that provide insights of customer needs and next steps
• Agile Management: easily manage and deploy mobile, integrations, and APIs
Achieve Agility Through Closed Loop Policy Automation
Policy Automation
14 Nov 2016 Confidential – Oracle Internal 36
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
• Capacity Management: leverage planning tools to enable optimized and efficient use of all resources, and transform your business model from capacity-driven to demand-responsive
• Routing and Scheduling: get the right mobile employee with the right skills and equipment to every job on time with predictive engine
• Manage, Dispatch, and Locate: monitor and manage the mobile workforce to improve efficiency while tracking and validating location in real time from the office or in the field—visualize and locate assets even if they are located underground
• Mobility: Empower mobile employees with critical job information and tools on any mobile device, with full offline capabilities
• Team Collaboration: use context-aware, peer-to-peer collaboration for instant communication, more work independence, and knowledge sharing, instantly broadcasting important information to the entire field
• Customer Communication: Proactively alert customers and teams about appointment status via their preferred communication channels
Time-based, self-learning, predictive tech
Field Service Cloud
14 Nov 2016 Confidential – Oracle Internal 37
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The preceding 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.
Confidential – Oracle Internal14 Nov 2016 38
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal14 Nov 2016 39