oracle apps day customer experiece revolution 1 parte

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Customer Experience Revolution

Agenda

15:30 Introduzione e benvenuto

Enzo Pagliaroli, Sales Director CMU, Oracle

15:40 Nuovi modelli di vendita, nuovi modelli di consumo, nuove modalità di interazione:

offrire un’eccellente Customer Experience per creare vantaggio competitivo

sostenibile nel tempo.

Armando Janigro, Sales Development Leader, WE Applications Oracle

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16:45 Tavola rotonda moderata da Enzo Pagliaroli

Con il contributo di:

Giorgio Dino, Presidente e CEO, Castelli

Francesco Pinardi, Sales and Marketing Director, ENERcom

Salvatore Pulvirenti, CIO, Tiscali

17:20 Q&A

17:30 Chiusura lavori

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Customer Experience Revolution

Armando Janigro, Sales Development Leader, Oracle

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

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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.

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AGENDA

• WHY CUSTOMER EXPERIENCE (CX) MATTERS

• A CX EXAMPLE – THE CUSTOMER JOURNEY

• THE VALUE OF CX

• THE CHALLENGE OF CX

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• THE CHALLENGE OF CX

• WHAT MAKES A DISTINCTIVE CX

• HOW ORACLE POWERS GREAT CX

• FOCUS ON SALES & MARKETING

WHY CUSTOMER EXPERIENCE (CX) MATTERS

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(CX) MATTERS

WHAT IS CUSTOMER EXPERIENCE?

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SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE

THIS IS YOUR CUSTOMER

KATIE

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KATIEFROM NOW ON SHE CALLS THE SHOTS

73% Friendly employees &

customer service representatives

55% Easy access to information & support

WHAT MAKES CONSUMERS

FALL IN LOVE WITH A BRAND?

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Easy access to information & support

36%Personalized experiences like

knowing what customers have

bought in the past and service issues

they’ve raised as well as sending

them timely, useful updates

Source - Harris Interactive: Customer Experience Impact Report 2011

86% of customers would be

BRANDS BENEFIT WHEN

CONSUMERS ARE HAPPY

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of customers would be

happy to pay 25% more

for a better customer

experience

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of consumers feel that

their expectations for a good

customer experience are

always met

89% of consumers will begin doing business with a competitor

following a bad customer experience

50%

WHEN EXPECTATIONS ARE NOT MET

BRANDS GET DUMPED

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50% of customers will give businesses up to a week to respond to

a customer service question before they ‘break up’ with the

company (stop doing business with them)

25%After a poor customer experience, more than a quarter of

consumers posted a negative comment on a social networking

site like Facebook or Twitter

79%

SCORNED CONSUMERS TELL

FACEBOOK AND TWITTER

FOLLOWERS

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79% of consumers who shared complaints about poor customer

experience online had their complaints ignored

21% who did get responses to complaints, more than 50% had

positive reactions and 22% posted a positive comment about

the organization to their feeds

AN EXAMPLE OF CX: THE CUSTOMER JOURNEY

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JOURNEY

Next Day

On the appointment Day

A few days later

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