Statement of Confidentiality & Disclaimers - Oracle · Statement of Confidentiality & Disclaimers Oracle Confidential 2 Oracle is pleased to present AIG (You) with the attached presentation

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

Statement of Confidentiality & Disclaimers

Oracle Confidential 2

Oracle is pleased to present AIG (You) with the attached presentation for the software and/or services referenced therein. The attached presentation and its contents (collectively, "Presentation") are the confidential and proprietary information of Oracle. The Presentation may be used by You solely for evaluation of a business relationship between Oracle and You. The Presentation may not be reproduced, published, disseminated, or otherwise disclosed without Oracle's written consent.

The Presentation may include selected third party data, information, research and/or reference materials (collectively, "Third Party Information"). Oracle does not warrant the accuracy of the Third Party Information, which is provided "as-is." The inclusion of the Third Party Information does not constitute an endorsement of Oracle's products or services by any third party.

Further, this Presentation is not a commitment to deliver any future material, code, or functionality. The development, release, and timing of any features or functionality described in this Presentation remains at the sole discretion of Oracle.

The Presentation cannot account for all risks and other factors that may affect results or performance, or for changes in your business practices or operating procedures that may be required to realize results or performance, that are projected or implied in the Presentation.

The Presentation, and any discussion or negotiation of The Presentation between Oracle and You, is for informational purposes only and is not an offer by, commitment from, or contract with Oracle to provide any software or services. The Presentation is subject to change at Oracle's sole discretion.


The Oracle Roadmap to Modern JP Saunders SR Dir Business Strategy Oracle Rhianna Albert Director, Solutions Consulting

eVerge Group


http://www.criticalcommons.org/Members/fsustavros/clips/louis-ck-technology/embed_view

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

To Deliver On A Unified Customer Experience

SYSTEMS DATA CULTURE CONTENT

ONE BRAND, ONE EXPERIENCE

MODERN COMMERCE

MODERN SELLING

MODERN MARKETING

MODERN SERVICE MODERN SERVICE

Where Are Your CX Efforts And Spend Focused Today?


Some Things Haven't Changed In This Modern World

Henry Ford > founder of the Ford Motor Company

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

reason to recommend a company:

is still Outstanding Service* #1

“Wealth, like happiness, is never acquired directly. It comes as a by-product of service”

Tony Hsieh > founder and CEO of ZAPPOS

“Zappos is a customer service company, that just happens to sell shoes.”


But Some Thing’s Have Changed Forever Disruptive Technology Shifts

1980s 1990s 2000s 2010s

Empowered Customers

Digital is Humanized

Knowledge Everywhere

Internet of Things

Mobile as Primary Channel

Cross-Channel Service

WHAT’S NEXT

Channels, Devices, Technologies

With Increasing Business Complexity


2014

2018

20% 7% 65% 8%

Web Self Service Social Phone/IVR Chat

Source: Gartner, 2014

+50% +300% +150%

-64%

And Consumer Behaviors Are Changing With Them As Digital Channels Now Become The Preferred Choice

30% 28% 22% 20%

Web Self Service Social Phone/IVR Chat

20% 7% 65% 8%

3 Years Web Self Service Social Phone/IVR

Chat


Their Expectations Have Changed Too Of Every Brand And Every Channel

Easy On Every Channel

Access on their terms

Consistent information

The freedom to switch

Connection to real people

Know the facts about them

Don’t make them repeat

Access to their peers

Honor their relationship


Means Making It Easy To:

Becoming A Modern Service Organization

• ENGAGE YOUR CUSTOMERS: Making it easy for

your customers to engage with your brand at anytime.

• EMPOWER YOUR EMPLOYEES: Making it easy

for your agents to consistently service the need of customers

• ADAPT YOUR BUSINESS: Making it easy to adapt

continuously to the changing needs of the business


How Do You Get There?

Channel

Engagement

Strategy

Business

Value

Strategy

Modern

Customer

Service

Technology

Adoption

Strategy

Needs A Roadmap To Success

ORACLE ROADMAP TO MODERNTM


1. Augment “Easy” For Better Experiences Protecting Customers and Agents From The Complexity Of Your Business

Oracle Confidential 12

COMPLEX EASY

Bad Experience Good Experience


2. Mature Service From A Cost Center To A Profit Center Growing The Value You Deliver To The Business

INCREASED PRODUCTIVITY

REDUCED VOLUME

LOWER COSTS

EFFICIENCY (LOWER EFFORT)

INCREASED SATISFACTION

IMPROVED LOYALTY

HIGHER ADVOCACY

RETENTION (STRENGTHEN RELATIONSHIPS)

INCREASED OPPORTUNITIES

IMPROVED CONVERSIONS

DRIVING MORE SALES

ACQUISITION (INCREASE REVENUE)


-$$ SAVE HERE

Reduce Service & Support Volume And Cost

=) INVEST HERE

10x Cheaper To Retain Customers Then Acquire New

+$$$ GROW HERE

More Opportunities From Loyal Brand Advocates


PROFIT CENTER Measure Monetized Opportunities From Loyal Brand Advocates

OMNI CHANNEL Engage In Every Channel With A Personal Relevant Experience

DATA & PERSONALIZATION Proactive Capabilities For Personalizing Service Interactions

COST CENTER Reduce Volume And Cost Of Service And Support

Business Value Strategy

MULTI CHANNEL Provide Multiple Choices Of Channels To Engage Customers

Channel Engagement Strategy

CHANNELS & KNOWLEDGE Interaction Capabilities For Simpler Ways To Connect More Frequently

Technology Adoption Strategy

VALUE CENTER Strengthen Relationships With Customers To Grow Loyalty

CROSS CHANNEL Enable Service Quality Consistency Across Every Channel

TRAINING & PROCESSES Optimization Capabilities For Standardizing Engagement Quality


3. Synchronize Your Efforts Along The Way Align How You Engage And Measure with When And When To Invest


GET AHEAD

GET BETTER

GET GOING

3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized

segmented engagements, that can connect to a CX Strategy.

2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for

consistent and relevant service quality on every channel.

1. MULTI CHANNEL STRATEGY

Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.

0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers

{Profit Center}

{Cost Center}


Maturing Your Customer Engagement Practices To Keep Up With Consumers And Get Ahead Of Competitors

MODERN CUSTOMER SERVICE


GET AHEAD

GET BETTER

GET GOING








{Profit Center}

{Cost Center}


How Will YOU Compare With Your Competitors On The Journey To Being Modern?


YOU


GET AHEAD

GET BETTER

GET GOING









{Profit Center}

{Cost Center}


The Multi-Channel Customer Engagement Strategy


Phase 1: Multi Channel – Value Strategy Provide Multiple Choices Of Channels To Engage Customers

EFFICIENCY (LOWER EFFORT)

COST CENTER Reduce Service & Support Volume And Cost

“Reactionary” Focused on reducing the operational cost of servicing high demands through reduced volume and improved productivity

INCREASE PRODUCTIVITY REDUCE VOLUME LOWER COSTS

Maintenance Costs Development Costs Cost per resolution Cost per answer Headcount Overtime Salary

CAPEX OPEX

STRATEGIC MEASURES

OPERATIONAL MEASURES

Resolution rate Channel rate Escalation rate Deflection rate Session Volumes Transaction Cost Time-To-Resolution

Resolution Rates Channel Volumes

Utilization Rate % Training Costs Agent Satisfaction Contact Volume SLA for resolution Contact rate Agent turn-over rate

First Contact Resolution Average Handle Time Resolution Time


APPROACHES CAPABILITIES

Phase 1: Multi Channel – Technology Strategy Interaction Capabilities For Simpler Ways To Connect More Frequently

Priority: • CHANNEL & KNOWLEDGE IMPROVEMENT Objective: • Moving from limited silo channels, to

multiple channels of choice for customers to connect on any channel and or device.

Solutions :

• KNOWLEDGE BASE • WEB SELF-SERVICE • MOBILE SERVICE • ONLINE CHAT • EMAIL RESOLUTIONS • CUSTOMER SURVEYS • COMMUNITIES

Self Service FAQs Customer Portal, APIs, Knowledge Foundation, Email/Web Form, Widgets

Online Assisted Service

Click To Chat, Click to Call, Policy Automation, Web Self Service, SMS, Email Management, Online Surveys, IVR Self Service

Social Answers Social Self-Service, Idea Community, Partner Community, CX for Facebook, Answer feedback


Enable Customers To Help Each Other

Connect All Brand Experiences

Provide Multiple Choices Of Channels

Standardize Service Across All Channels

Connect All Silos Of Knowledge

Innovate New Ways To Engage

Personalize Customer Engagements

Unify All Customer And Business Data

Empower Customers With Self-Service

GET GOING

GET BETTER

GET AHEAD How Do You Develop Your Roadmap To Modern Customer Service?


PHASE 1: GET GOING Empower Customers With Self-Service

1.2M Self Service Sessions

3K + FAQs in 12 languages

90% Reduction in Agent Errors


PHASE 1: GET GOING Enable Customers To Help Each Other

5K + Partners Connected

40% Increase Online Support

23% Reduction In Call Volume


GET AHEAD

GET BETTER

GET GOING









{Profit Center}

{Cost Center}


The Cross-Channel Customer Engagement Strategy


Phase 2: Cross Channel – Value Strategy Enable Cross Channel Service Quality And Consistency

RETENTION (STRENGTHEN RELATIONSHIPS

VALUE CENTER Strengthen Relationships To Grow Loyalty

“Nurturing” Focused on improving customer loyalty by investing efficiency cost savings into the quality of service for greater satisfaction and measurable advocacy

INCREASED SATISFACTION IMPROVED LOYALTY HIGHER ADVOCACY

Referral Rate Voice Of The Customer (VOC) NPS Social Mentions Social Tone Brand Awareness

Net Promoter Score Cancel/Save Rate

STRATEGIC MEASURES


Frequency Recency Abandon rate % Resolution rate # of Customers/Subscribers Churn Rate

Retention/churn rate Lifetime Value

First Contact resolution Answer Relevancy Availability of Service Accessibility of Service Usability Response time Escalation rate Survey Feedback Service Level

Cust Satisfaction Score Customer Effort Score



Phase 2: Cross Channel – Technology Strategy Optimization Capabilities For Standardizing Engagement Quality

Priority: •TRAINING & PROCESS IMPROVEMENT Objective: Moving from silo systems for agents to engage, to unified systems for consistent and relevant service quality on every channel. Solutions :

• UNIFIED AGENT DESKTOP • INTEGRATED ACD/IVR/CCC • WORKFORCE MANAGEMENT • CUSTOM APPLICATION CHANNELS • KNOWLEDGE MANAGEMENT • UNIFIED SOCIAL ENGAGEMENT • INTEGRATED FIELD SERVICE


Agent Desktop, Contextual Workspaces, CTI Integration, Experience Routing, Social Listening, SSO, Workflow/Scripting, Field Service, SMS


Mobile Agent, Mobile SS, APIs, Customer Portal, Custom Objects, Business Rules, OPA, Experience Routing, Syndicated Widgets, Idea Community

Connect All Knowledge Silos

Integrated Knowledge on Desktop, Advanced Knowledge (OKN), OPA, Guided Assistance











GET GOING

GET BETTER

GET AHEAD Your Roadmap To Modern Customer Service


PHASE 2: GET BETTER Standardize Service Across All Channels

2K + New Answers Created

20 Pts

Net Promoter Score Increase

50% Reduction in churn rate


PHASE 2: GET BETTER Innovate New Ways To Engage

1.5K + Resolutions 24hrs A Day, 7 Days Week

60%

Interactions From Mobile

8% Increase Net Promoter Score - YoY


GET AHEAD

GET BETTER

GET GOING









{Profit Center}

{Cost Center}


The Omni-Channel Customer Engagement Strategy


Phase 3: Omni Channel – Value Strategy Engage In Every Channel With A Personal Relevant Experience

ACQUISITION (INCREASE REVENUE)

PROFIT CENTER Measure Monetized Opportunities From Loyal Brand Advocates

“Proactive” Focus on creating opportunities to acquire new customers at a lower cost, while measuring conversions and increased sales from loyal brand advocates

DRIVING MORE SALES IMPROVED CONVERSIONS INCREASED OPPORTUNITIES

Referral Rate SEO Effectiveness Positive Mentions Brand Followers Click Thru Rate

# of Customers Cost of Acquisition # of New Customers

STRATEGIC MEASURES


Stickiness Abandonment Rate Visits to Purchase Unique Sessions Offer Take Rate

Average Transaction Conversion Rate Average Order Value

Average Selling Price Average Order Value # of Orders By Channel Share of Wallet Frequency of Spend

Life Time Value Net New Sales Customer Sales



Phase 3: Omni Channel – Technology Strategy Proactive Capabilities For Personalizing Service Interactions

Priority: • DATA & ENGAGEMENT IMPROVEMENT Objective: Moving from anonymous service experiences, to truly personalized segmented engagements, at the right time, in the right way. Solutions :

CO-BROWSE ASSISTED SERVICE VIRTUAL ASSISTANT ENGAGEMENT MARKETING INTEGRATED MARKETING INTEGRATED COMMERCE INTEGRATED SALES

Unify Customer And Business Data

Dashboards, Business Intelligence, Speech Analytics, Integration, MDM, Reporting, APIs


Proactive Chat/Click to Call, Virtual Assistant, Engagement Engine, Notifications, Customer Outreach, Co-browse, Real Time Decisions


CX Integrations into ORACLE SALES, MARKETING, SOCIAL, COMMERCE, & Third Party Systems APIs











GET GOING

GET BETTER

GET AHEAD Your Roadmap To Modern Customer Service


PHASE 3: GET AHEAD Unify All Customer And Business Data

360o View From eCommerce Integration

40 Agents Empowered With Data To Sell Online

13.5% Conversion Chat Rate


PHASE 3: GET AHEAD Personalize Customer Engagements

550K + Personalized Engagements Per Year

45% Increase in New Orders

15% Increase In Customer Sales


Oracle And Our Partners Can Help You Get There With Modern Success Programs For Every Strategy

GET GOING GET BETTER GET AHEAD


BUSINESS REVIEWS ASK EXPERT WORKSHOPS SUCCESS PARTNERS

CX JOURNEY MAPPING CX ASSESSMENTS CX PARTNERS

WHITE BOARDING CHANNEL REVIEWS EVALUATION ENGAGEMENTS

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 36

What Makes eVerge Different

Strategic vs Tactical “Trusted Advisors Creating Trusted Data”

MDM is an enabler for enterprise business processes. Our approach is to use data management principals to improve the value of the data which increases the efficiency of the business process.

Technology is the key but it is not the entire solution.

Project Approach We include change management, governance, and stewardship to ensure value is realized from the solution

We employ teams of 8-10 with deep expertise of not only MDM, but with knowledge of essential business processes of sales, service, marketing, etc.

Implementations are phased to enable rapid user adoption and quick wins. ROI is realized faster when MDM is engrained in business processes and data is shared to supporting applications.

Consultant Experience Consultants have multiple project experience and can do multiple roles.

Consultants know Information Management principals and are not just focused on technology which ensures best practices are implemented.


2012 North American Partner of the Year Communications, Media & Entertainment Industry Solution (CRM)

2011 Oracle Titan Award Energy and Utilities Industry Solution (CRM)

2011 Oracle Titan Award Education Solution

2010 Oracle Titan Award Financial Services & Insurance Industry Solution (CRM)

2010 Oracle Titan Award Financial Management Solution

2006 Oracle Titan Award Partner of the Year – SMB (CRM)

Recognized by Oracle for Implementation Excellence

2014 North American Partner of the Year

Mid-Market (CX)

2014 North American Partner of the Year

Business Intelligence

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 38

Strategic Roadmap to Success

Vision and

Strategy

Success

Metrics

Sponsorship

and

Governance

User Adoption

and Change

Management

Technology

And Data

Process


SOME EXPERIENCES ARE WORTH TAKING HOME…

For YOUR Copy Of The Oracle Roadmap To ModernTM #R2M

RoadmapToModern.com

Documents

Statement of Confidentiality & Disclaimers - Oracle · Statement of Confidentiality & Disclaimers Oracle Confidential 2 Oracle is pleased to present AIG (You) with the attached presentation