c3 cx in the real world how lines of business come together to adopt cx solutions

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CX In The Real World Chris Hui Senior Sales Consultant

Oracle Asia Pacific


The Age of the Empowered Consumer Multichannel World – Multiple Devices - Always On


Technology, Social Driving Behavior Changes

Always Sharing Always Connected Always Aware


POWER HAS SHIFTED

Mass Media Internet /One to

One Social / Mobile

CUSTOMERS ARE EMPOWERED

71% of customers seek advice

on banking products and

services from friends, family

or colleagues*

94% of customers will pay

more for a better

customer experience

44% of customers use social

media as a source of

product information

* Source: Ernst & Young Global Consumer Banking Survey 2012


The Secret to Profitable, Organic

Growth…Deliver a Customer Experience

(CX) Your Competitors Cannot Match


Across Different Channels

Web

Mobile

Social

In-store

Call center

Kiosks

NEED / RESEARCH SELECT PURCHASE MAINTAIN /

RECOMMEND RECEIVE / USE

...and Different Functions


But You Are Probably Organized More Like This


The Result…An Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience

Web

Mobile

Social

ATM

Call Center

Branch “Can’t your agents see complaints on

Twitter?

“Wouldn’t it be nice if they rewarded me for all the

friends I have referred?”

“Why didn’t they send this mobile coupon I

was still in the branch?

“When I clicked the “Chat Now” the agent

couldn’t see my application?”

“Why don’t you show me something useful

on that screen ?”

“When I go online, I can’t easily find what I need. It’s too complicated to

find what’s best for me.”


The Customer Lifecycle Journey


DEMONSTRATION


Kim works for Solo Bank in

consumer banking

marketing. She is tasked

with developing a new

campaign to help the bank

expand it’s customer base.

http://www.shutterstock.com/subscribe.mhtml


Sales Marketing Sales Service

Unhappy

with us

Happy with

us

Unhappy

with a

Competitor

Happy with

a

Competitor


Meet Aaron, 35 year-old and a

new dad. Aaron has been

wanting to re-organize his

banking accounts for a while but

have been too caught up to do

anything about this …… until

now ….


“Now this driving me mad!!! #VaderBank should get

their act together before charging me late fees!!!”


“Not every bank is like that, here’s what we can offer to

you. Please visit our website

www.solobank.com/nolatefees”

http://www.solobank.com/latefees


I have successfully

accomplished my target

Unhappy

with a

Competitor

Unhappy

with us

Now lets look at how I prevent my

competition to achieve the same

target


“#SoloBank Can’t remember my password. And it

doesn’t help that I cannot find instructions on password

recovery on your website!”


Entire Customer Life Cycle

All Customer Interaction

Channels

Consistent Exceptional Delivery

Approach to Success


Mobile

Social In Store Contact Center

Field Service

Direct Sales

Channel Sales Web Oracle

Marketing

Oracle

Commerce

Oracle

Sales Oracle

Service

Oracle Customer Experience Portfolio

Complete portfolio of best-of-breed

solutions to deliver better customer

experiences

Open and standards based,

enabling extension and

integration with existing and

third party solutions

Deployed modularly for discrete

business problems or as a suite of

applications to address touch points

across the customer lifecycle

Foundational Tools

Oracle Cloud

Infrastructure and

Platform Services

Oracle MDM, BI and

Decisioning Tools

Oracle Integration and

BPM/SOA Tools

Oracle

Social

Oracle Mobile, Portal

and Content Tools


Read blogs.oracle.com/CX

Watch youtube.com/OracleCX

Follow twitter.com/OracleCX

Join facebook.com/Oracle Customer Experience

Learn oracle.com/CX

Join The Oracle CX Revolution


Q&A [email protected]


The Experience Revolution

Monday, June 25, 2012 New York City Event Briefing

Reimagine The Experience…