hpmc 2014 - cx and mobility showcase - oracle

Oracle CX

Mobility and Customer Experience Demo

Powered by Accenture Foundation Platform for Oracle (AFPO)

Copyright © 2013 Accenture All rights reserved. 2

You will play a hands on role as a Global Insurance Customer as you

walk through an end-to-end day in the life scenario.

You will interact with multiple Global Insurance company employees –

all enabled to meet your needs and provide you the best possible

experience.

You will see a lot of Accenture and Oracle technologies working

together to deliver business value – and improve the Global

Insurance Customers’ Experience.

Today’s Demonstration

GLOBAL INSURANCE We stick our neck out for your

safety!

An Accenture Demonstration Powered by

AFPO


Why are we focusing on Customer Experience?

Customer Experience will be a strategic differentiator for Global Insurance.

Accenture Research Oracle Research

64% of customers said they would stop doing

business with an organization after a poor

customer experience

Of those, 91% would go on to buy from a

competing company

After a poor customer experience – as many as

49% of consumers will go on to post on a social

network

… but …

84% of customers are willing to pay more for a

better customer experience

Consumers are leaving their providers more

than ever before

85% of customers said that companies could

have done something different to prevent them

from switching

48% of customers expect specialized treatment

for being a "good" customer

50% said it is extremely important for

companies to have customer service people

who know their history


But – the bottom line is…

Customer Experience Leaders Outperform the Market


Our Customer Experience Imperative

Global Insurance strives to be visionary in the insurance industry - differentiated by our focus on

Customer Experience, enabled by technology.

Provide a seamless experience – across all channels

Think mobile first –

for customers and the enterprise

Create opportunities from the

engagement center

from a cost to profit center


The Scale of Mobility

Source: GSMA, Nilson Report, United Nation Department of Economic and Social Affairs, Accenture Analysis.

9B

2 Billion Smartphones

Cars &Trucks

InternetUsers

CreditCards

MobilePhones

WorldPopulation

ConnectedDevices 9 Billion

6 Billion

2 Billion

1 Billion

7 Billion

3 Billion


Today’s Day in the Life Scenario


Technology Powering the Demonstration

• Oracle ADF Mobile • Oracle ADF • Oracle Policy Automation • Oracle RightNow Cloud Service • Siebel Open UI • Eloqua • Big Data • Oracle SOA Suite • Oracle Identity & Access Manager

Oracle Engineered Systems: Exalytics, Exalogic, Exadata

Oracle Enterprise Linux, Oracle Database, Oracle WebLogic, Oracle Enterprise Manager

Accenture Foundation Platform for Oracle (AFPO)

Products Used

Thank you!

hpmc 2014 - cx and mobility showcase - oracle

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