oracle cx service event - cross-channel customer service experience


9:30 Registrazione e Welcome Coffee 10:00 Benvenuto ed introduzione lavori Sergio Martini, Master Principal Sales Consultant , Oracle 10:10 Competere con i servizi: quale ruolo per i clienti? Mario Rapaccini, Coordinatore nazionale ASAP Service Management Forum, Responsabile Scientifico IBIS Lab, Università di Firenze 10:40 Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela Sergio Martini, Master Principal Sales Consultant , Oracle 11:10 Break 11:20 Demo Oracle Service Cloud Sergio Valerio, Senior Sales Consultant, Oracle 11:50 Soluzioni e servizi GN a supporto dei processi di Service. Condivisione di alcune esperienze progettuali Gualtiero Biella, Managing Director, GN Enterprise Business Solutions Fabio Marini, IT Consultant and Software Engineer, GN Enterprise Business Solutions 12:20 Q&A 12:30 Buffet lunch

CX Agenda


Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela.

Sergio Martini Master Principal Sales Consultant [email protected]

Oracle Italia

Oracle Customer Service Excellence Workshop

Offrire una Customer Service Experience multicanale eccellente per mantenere la

"brand promise".

Giovedi' 3 Ottobre 2013 09:30 – 12:30

Oracle Viale Fulvio Testi, 136 - 20092 Milano, Cinisello Balsamo (MI)


Oracle Safe Harbor Statement

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 development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Why is Customer Exper ience important?

What does Cross -Channel mean? Orac le Ins ide. . .


Rising expectations from customers (59%) and the impact of social media on customers’ ability to broadcast good and bad experiences (37%) are the top

two drivers for organizations’ focus on customer experience2

CX: Global Strategic Priority with Huge Financial Stakes • Executives say delivering a positive customer experience is critical to

their bottom line

1Those who somewhat or strongly agree 2Respondents asked to select top three

20%

Executives estimate that their potential revenue loss for not offering a positive,

consistent, and brand-relevant customer experience is 20% of their annual revenue, or $400M for a $2B firm

of executives state that improving the

customer experience is one of their

organization’s top three priorities in the next

two years

of executives believe that delivering a great customer experience

is critical to their business advantage

and results1

93% 97%

CX Can Make or Break a Business TAKE AWAY

Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013


The Execution Chasm: Many Businesses Are Stuck in Idle • Businesses say CX is a top priority and want to be recognized as CX leaders,

but many are just getting started with a formal initiative

Businesses Must Act to Avoid Falling Behind TAKE AWAY

1Those who somewhat or strongly agree 2e.g., established dedicated customer experience leaders, optimizing initial projects, extending program to new channels

91% wish to be considered a CX leader in their industry1

Yet … Nearly all businesses

37% are just getting started with a formal CX initiative

20% Consider their CX initiative “advanced”2

And only …



The Perception Chasm: Businesses and Customers Are Worlds Apart

• Business executives underestimate the importance of the customer experience on customer behavior. Impact sense of urgency?

1Those who strongly agree 2According to The 2011 U.S. Customer Experience Impact (CEI) Report by RightNow (acquired by Oracle in March 2012)

49% 89% But …

44% 86% While…

of execs believe customers will switch brands due to poor CX1

of customers say they have switched because of poor CX2

of execs believe customers are willing to pay for great CX1

of customers say they are already doing so2

Executives Underestimate The Risk and Opportunity TAKE AWAY



Social Media: A Key Driver for the Future

• The customer voice is becoming louder via social media and many businesses are playing catch up to respond

1Those who strongly or somewhat agree

81% believe that delivering a great customer experience today requires leveraging social media effectively1

But …

…a significant number of organizations don’t seem to fully understand the importance of social media:

35% DON’T have social media for sales channels

35% DON’T have social media for customer service

Catch up with Social Expectations TAKE AWAY



What does Cross-Channel mean?

Social Web

Contact Center

Mobile

Social

Mobile

Web

Contact Center


WEB

CONTACT CENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL

NEED / RESEARCH

SELECT PURCHASE MAINTAIN /

RECOMMEND RECEIVE /

USE

CUSTOMERS DEMAND A BETTER EXPERIENCE THROUGH THEIR COMPLEX JOURNEY…

Leverage deal on social site

Comparison Site

Web Search

Ask Facebook Friends For Recommendations

Visit Retail Store

Chat

Email Order Confirm w/Rec

Pickup Local Store

Tweet About Purchase Experience

Ask for Help on Community Chat Room

Product Info

Order Online

Kiosk

Change Order

Select Product

Browse Catalog

Order Online

Call for Info about Add-on Accessories


THE INFINITE LOOP OF CUSTOMER JOURNEY

BUY OWN Support & Serve Market & Sell


The Oracle Customer Experience Portfolio

Mobile

Social In Store Contact Center

Field Service

Direct Sales

Channel Sales Web

CX Foundation

CX for Marketing

CX for

Sales

CX for

Service

oracle cx service event - cross-channel customer service experience

Business

oracle andor

customer experience

positive customer experience

great customer experience

customer experience

customer behavior

sole discretion of oracle

customer experience2