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High Quality Customer Experience Customer Information and Insight Drive Understanding and Relationship

Add presenter’s name, title, division/business unit/organization and date


Agenda

Business Imperative

Solution Overview

Business Cases and Benefits

Summary

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Agenda

Business Imperative

Solution Overview


Summary

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Customer interactions take place everywhere

Organization’s “Customer Interaction” Reality

Where is the data? Search for the value Everything goes mobile

BIG DATA CLOUD SERVICES MOBILE

Everything is talking together Nobody knows, what tomorrow will be

THE INTERNET OF THINGS SOCIAL BUSINESS

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SaaS Apps in the Cloud

Customer interactions and related data are spread across systems and touch points

Organization’s “Customer Interaction” Reality

Partners

Company Website

Mobile

Offline Customer Data

Who Is My Customer?

Email

Social Media Streams

Social Collaboration

Big Data Analytics

Web

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Getting insight into customer’s overall situation is quite hard and time consuming

Organization’s “Customer Data” Reality

What products did my customer buy?

What is my customer interested in?

What challenges is my customer facing?

Who am I dealing with?

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75% of leading companies

are incapable of creating a unified view of the customer.”

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Organization’s “Customer Experience” Objectives

High quality customer insight is required to enable

Evolution to the next level of customer experience

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Consistent customer treatment – regardless of channel and touch point

Best in class personalized

service during a customer journey

Evolution to become a trusted advisor

Increase of share of wallet

Transformation

Know my customer

3600 view


Agenda

Business Imperative

Solution Overview


Summary

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Oracle Customer Hub Empowers CX Solutions 360° view of the customer

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High Quality Customer Data Foundation

Marketing Commerce Sales Service Social

Oracle Customer Data Hub

Best quality customer insight across organization

Web

Mobile Social Media

In Store Self Service & Support Service

Execution Direct Sales

Channel Sales


Empowers business users with up-to-date customer insight

Oracle Customer Hub – Single Source of Truth

360o View of the Customer

Sales

Service

Callcenter

Shop

Social

Consolidate shared customer information into a trusted, global," single source of truth” master repository

Maintain a high quality customer profile using state of the art data quality and governance tools

Leverage pre-built integration with Oracle applications and provide open interfaces to other systems

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Head in the cloud, feet in the ground

Oracle Customer Hub Drives Cloud Transition

Online and Cloud-Driven Experiences

Customer Data Management

Operational Processes

CLOUD-BASED ON PREMISE

Web

Mobile Social Media

In Store Self Service & Support Service

Execution Direct Sales

Channel Sales

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The Oracle Customer Hub Difference

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360o customer insight across systems, channels and touch points

Single source of truth of high quality customer information

Master data management and governance processes covering the full lifecycle

Out of the box – fully extensible – industry party data models

Prebuilt services for customer master data management

Prebuilt data steward workbench

Proven integration solution with open interfaces

Prebuilt privacy and audit ability management


Agenda

Business Imperative

Solution Overview


Summary

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CX business cases

Oracle Customer Hub

Business Functions Business Driver

360° view of the customer Foundation of a CX strategy is consolidating and aligning customer information across channels and touch points is required to understand and treat the customers the best way possible – Core data foundation of any CX strategy or solution

Analytical and compliance fit for purpose – “Know your customer” – information

Managing compliance requires a deep understanding and 360º insight into your

customer situation

Proper customer related analysis & decisions require customer insight based on high quality aligned information in both operational and analytical solutions (prevention of fraud, churn prediction, customer value based good will)

Cloud enablement High quality cross information alignment of customer related data allows cloud and on premise applications to better exchange CX process related data – enablement of End 2 End CX business processes

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Industry Business Examples

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Financial Services Insurance Telecommunication Retail

• Know your customer better • Better marketing and sales

efficiency • Cross channel alignment • Increase of loyalty and churn

prevention • Compliance


efficiency • Cross channel alignment

(web channel, call center and agents)

• Increase of loyalty and churn prevention (e.g., Reinvestment of life insurance capital)

• Compliance


efficiency • Cross channel alignment • Cross market alignment

(brands, sales and after sales, etc.)

• Increase of loyalty and churn prevention



(brands, online and warehouse, etc.)

• Increase of loyalty

Automotive Manufacturing Travel & Transport Public Sector



(brands, sales and after sales, etc.)

• Increase of loyalty and churn prevention


efficiency • Increase of loyalty and churn

prevention


efficiency • Better customer service and

experience • Broadening of market offers

(e.g., From airfare to travel vendor)

• Situation based real time marketing

• Citizen Registry Services • Police – cross organization

investigations • Tax – 360º view of the tax

payer • Health Care – 360 degree view

of the patient (patient card)


Benefits Customers Have Achieved with CDH

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GROWTH IMPROVE CX PERFORMANCE TO INCREASE REVENUE AND MARKET SHARE

EFFICIENCY

OPERATIONAL EFFICIENCY ACROSS MULTI-FUNCTIONS OF AN ENTERPRISE

IT AGILITY

INCREASE IT RESILIENCY IN A CHANGING BUSINESS LANDSCAPE

COMPLIANCE

REDUCE OPERATIONAL RISK AND IMPROVE REGULATORY COMPLIANCE

Customers on average generated 2%-5% increased revenue from sales with MDM

Efficiency of operations increase with improved processes and data governance

Efficiency of IT operations resulting in greater agility of business models

Efficiency of IT operations resulting in greater agility of business models

High ROI Profile

Highly Specialized CDH Apps

Extremely Flexible

OOTB Data Model and Task Flows

Integrated Best in Class Data Quality

Scalability and High Availability

Open and SOA Compliant


Agenda

Business Imperative

Solution Overview


Summary

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Next Level of Customer Experience

Real customer understanding

360o customer insight

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> 90% data accuracy and completeness

Faster, more accurate marketing

Increased cross- & Up-sell

ROI tracking

Using Oracle Customer Hub

Increased Quality of Customer Interactions

Enables Long- Term Sustainable Relationships

Increases Share of Wallet

Reduces Risk of Churn


More Information

MDM – CX marketing video

MDM for CX explaining why a 360o view of the customer is key for the success of a CX strategy

MDM – CX material

Harvard Business Review Delivering

on the promise of Great Customer Experience

Oracle Whitepaper Improve your

customer Experience with High Quality Information

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https://vimeo.com/81716912

https://vimeo.com/81716912

https://www.oracle.com/webfolder/s/delivery_production/docs/FY14h1/doc1/HBRDeliv.pdf






http://www.oracle.com/us/products/applications/improvecx-high-quality-information-2196349.pdf




Questions

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