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Engaging ConsumersRequires Modern Customer Experience
Prepared by: Chris CorriganRegional Director – Oracle [email protected]
Prepared for:
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Safe Harbor StatementThe 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 © 2015, Oracle and/or its affiliates. All rights reserved. |
Why Are We Here Today?
The convergence of channels and higher customer expectations means the store is now an even more important ‘must win’ for consumer goods & retail companies.
This requires a new focus on Retail Execution efficiencies and best practices. Are you engaging successfully on the frontline?
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Key Challenges in Consumer Goods
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Direct Consumer CommerceeCommerce will make up nearly one-half of the total growth in the US grocery sector for the next five years, driving significant coopetition between manufacturers and retailers.
GMA, Boston Consulting Group
Consumer and Channel ComplexityIn both developed and emerging markets, there is a wider variety among consumers and sales channels now than at any time in the recent past.
Strategy& (Booz)
Retail Execution90% of CG Execs rank Retail Execution as a TOP FIVE priority, but companies experience 70-90% failure rates in retail execution.
Bain & Company and Shopper 360
Limited Analysis and Insight67% of marketing dollars are spent on retailer trade promotion, but 21% of CPG executives admit that they trust their intuition more than the available data to make trade promotion-related decisions.
PointRoll, Accenture
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Many Competing Paths for Consumer Interaction
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DigitalChangesEverything
Around-the-clock Availability
Consumer Expectations
Real-time Fulfillment
Flawless Engagement
Personalized Service
Information any time, Anywhere
Business Model
Insight
Speed to Market
Employee Expectations
New Markets
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Will you win at the intersection of digital & physical?
High performing CG manufacturers are
26% more likelyto have fully developed digital-physical strategies than their underperforming peers.
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Results Being Realized by World-Class Companies
17Distinct wine clubs,
one marketing process, over 16,000 club members served
annually
350%Increase in year one sales with over 30%
of online revenue influenced by personalized
recommendations
1.5 minutes
saved on order entry calls
80k calls per month
1.6M+Customer service
calls per year
95%+Customer Satisfaction
Reduced call times by
50% and email response time by
70%
Head of Sales
Head of Sales Ops
Head of Commerce
Head of Service
Head of Social
Head of Marketing
3MSales consultants
reaching 100M consumers
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Sample Oracle CG CX Customers
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Oracle Consumer Goods CX Journey
Know what motivates me
Tell me what I want to know
Address my questions and
concerns
Be sure that I can find the
products I want
84
Help me share my experiences
5
6
73
2
Present the best offer for
my needs
Be consistent wherever I find you
Inspire me
1
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Oracle Customer Experience for Consumer Goods
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Empower collaborative customer and category planning with predictive insights
Optimize execution to target action where it adds the most value
Deliver consistent experiences across online, in-store, contact center, and social
Delivering superior differentiated consumer experiences by leveraging the variety of moments across the continuum of the consumer’s brand journey to create multiple layers of resonance and relevance for the brand with each consumer.
Customer Business Planning
Retail Execution
Consumer Engagement
2
3
1
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Traditional CRM• Goal = Customer Insight• Key Features:– 360° View of Customer– Tracking interactions– Improved reporting on customers– Companies drive the flow of
informationMaximizing interaction revenue
Modern CX• Goal = Customer Engagement• Key Features:– Continuous lifecycle for customer– Customers in control of conversation– Explosion of channels: social, mobile,
chat– Leverage insights to drive decisionsDelivering greater lifetime customer value
Oracle Confidential – Restricted 12
“CRM” Evolves to “Customer Experience”
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Oracle CX Cloud SuiteCX Industry Solutions
Data Management
Analytics & Data
Visualization
Application Development
Content & Collaboration
Process & Integration
Identity & Security
Unified CX Platform
CX Cloud Apps
Oracle Commerce Cloud
Oracle Sales Cloud
Oracle CPQ Cloud
Oracle Service Cloud
Oracle Social Cloud
Oracle CX Marketplace
Oracle Marketing Cloud
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Why Choose Oracle CX For Consumer Goods?End-to-end CX solutions that grow with your business
The only industry solution providing broad capabilities to support digital transformation needs combined with deep consumer and customer solutions and expertise to complete the full B2B2C journey.
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Evolves Retail Execution sales role to in-store brand advisor for the buyer/store owner, advising on consumer trends, product assortments, and programs.
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Innovative customer business planning solution changes the game by planning customer sell-through in the context of the ultimate consumer/shopper interaction and sale.
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Interactive self-service capabilities supporting collaborative customer planning and management, including the ability to share digital content.
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Intelligent consumer engagement solution, leveraging unique consumer insights to drive interaction and engender loyalty through engagement, commerce, and ongoing service and retention.
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• 19 Leading Gartner and Forrester Ratings• Only vendor ranked with a complete CX suite by Forrester• Oracle OnPrem CG solutions are consistently top ranked by
Gartner and CGT
• Only solution bringing full consumer engagement insights to Retail Execution • Only a few solution bring TPx and RE processes together –
and only Oracle is evolving TPx to CBP
• Only solution to move beyond Trade Promotion Mgmt to Customer Business Planning• Only solution to integrate consumer data and insights in
planning trade promotions and assortments
• Only solution to extend Customer Business Planning and operational support to retail collaboration• Only solution embedding digital content delivery
• Oracle DaaS with largest mobile data reach in the industry, cross channel ROI measurement of over 1000 campaigns• Industry’s only complete offering, scalable and extensible