oracle openworld 2015: exploring the future of cx - aaron shidler, vp, industry cx, oracle product...

Kicking Off the Week at CX Central - Exploring the Future of CX

Aaron Shidler Vice President, Industry CX, Oracle Product Development

WELCOME ATTENDEES

Energy

Consumer Goods

Communication Financial Services

Chemicals

Aerospace & Defense

Automotive Eng. & Const. High Tech Industrial Mfg.

Insurance & Health

Life Sciences Logistics

Media & Ent.

Retail & Hospitality

Oil & Gas Public Sector

Travel & Transp.

Utilities Wealth Mgmt.

Industry Thought Leadership Sessions

Customer and Partner Case Study Sessions

Product Strategy and Innovation Sessions

LEARN AND SHARE

150+ Sessions

MONDAY

“CX for my Role”

TUESDAY

“CX for my Customer”

THURSDAY

“CX for my People”

WEDNESDAY

“CX for my Company”

THEMES BY DAY

Oracle Product and Solution Demos

Partner Product and Solution Demos

Customer Showcase Demos

SHOW AND DISCUSS

60+ Exhibitor and Demo Stations

Customer Marketplace

Oracle Commerce at work out on the exhibit floor

• Vitamix

• Elaine Turner

• Living Comfortably

• Rock Creek

Hands On Labs

Moscone West - Overlook 2C

• Marketing Cloud – Monday

• Sales Cloud – Tuesday

• Service Cloud – Wednesday

• Commerce Cloud – Thursday

Guided Implementation Workshops

• Led by several of our partner sponsors and supported by Oracle

product managers

NEW THIS YEAR

CX Reception

6pm Tuesday

• Starts after the last sessions, out on the exhibit floor

• Lots of food, drink, and entertainment

• Special surprise – you don’t want to miss out!

Customer Appreciation Event

6:00pm Wednesday

• Complimentary shuttle buses depart at 5:30 p.m. from designated areas.

• Wristbands are required to get access to the event.

Get Out and Enjoy The San Francisco Nightlife

• Make new friends and reacquaint with old ones

NETWORK AND HAVE FUN

CX CENTRAL PROGRAM SPONSOR

CX FOUNDATION SPONSOR

MARKETING TRACK SPONSOR

SALES TRACK SPONSOR SERVICE TRACK

SPONSOR COMMERCE TRACK

SPONSOR

CX FOUNDATION PARTNERS

MARKETING TRACK PARTNERS

SALES TRACK PARTNERS SERVICE TRACK

PARTNERS COMMERCE TRACK

PARTNERS

SPONSORS AND PARTNERS

WHAT’S DRIVING CUSTOMER EXPERIENCE?

NEW BUSINESS MODELS

DISRUPTIVE TECHNOLOGIES

GLOBAL COMPETITION

DEMANDING CONSUMERS

PRODUCT COMMODITIZATION

“You’ve got to start with the customer experience and work backwards to the technology. It starts with what incredible benefits can we give to the customer. Where can we take the customer?”

• Steve Jobs, CEO, Apple Inc.

ORGANIZATIONS NEED TO TRANSFORM

70%

of buying experiences are based on how customer feels they are being treated

higher value for a loyal customer after their first purchase

10x

of consumers have bailed on a transaction because of a poor customer experience

78%

Sources: American Express, WH Consumer Affairs, McKinsey

ENVISION MODERN CUSTOMER JOURNEYS

YOU ARE AS GOOD AS YOUR WEAKEST LINK

“ONE BAD EXPERIENCE AND POOF… CUSTOMERS ARE HISTORY. SURE, YOU CAN

REPLACE THEM, BUT AT FIVE TIMES THE COST.” – Pavvo Hanninen, Director, University of Alabama

REQUIRES DEPARTMENTAL COORDINATION

RECONFIGURING CUSTOMER PROCESSES

SINGLE VIEW OF THE CUSTOMER

COLLABORATION AND KNOWLEDGE

SHARING

MOBILITY AND CONNECTED

DEVICES

CROSS-CHANNEL CONSISTENCY

CUSTOMER FEEDBACK AND CX

METRICS

“CX IMPROVEMENTS OFTEN INVOLVE CROSS-DISCIPLINARY AND CROSS-ORGANIZATION COORDINATION EFFORTS TO BE FULLY SUCCESSFUL.”

Customer Experience Benchmarks: What Kind of Organization Are You? Gartner, September 2015

Manage Revenue Update account receivables, accounts payable…

Nurture Prospects Create individual sales campaigns

Manage Opportunity Sales follows up on leads and marketing updated. Monitor customer service incidents

Manage and maintain accurate customer /product info across the business

Marketing Sales

CPQ, Commerce Back Office, Revenue

Configure Quote Configure products/services and create quote

Create Order Convert quote into sales order and capture web order

Create Campaign Create marketing campaign

Segment Leads Score leads and pass to sales

Marketing

Sales, Marketing, Service Sales, CPQ

Example: Lead to Order to Cash

A CONNECTED BUSINESS YIELDS BETTER RESULTS

BUILD LIFETIME BRAND ADVOCATES

WEB

CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

CX FOUNDATION LAYER

CX APPLICATIONS

CX INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED API’s COLLABORATION ANALYTICS PLATFORM AS A

SERVICE

FINANCIAL SERVICES

COMMUNICATIONS

HICH TECH

CONSUMER GOODS

LIFE SCIENCES

RETAIL

MANUFACTURING

AUTOMOTIVE

HEALTHCARE

PROFESSIONAL SERVICES

HOSPITALITY

UTILITIES

TRAVEL AND TRANSPORTATION

MEDIA AND ENTERTAINMENT

EDUCATION AND RESEARCH

ORACLE CX SUITE

Design for Mobile First • Fit layouts within mobile display widths and allows them to flow vertically • Avoid vertically stretching layouts, to permit responsive design

Keep Layouts Simple and Uncluttered • Design layouts that open up space between page elements • Include fewer elements on a page

Provide a Clear Information Hierarchy • Establish an order of precedence for page elements • Vary the size and weight of both layout and text elements

Engage Users with More Visual Content • Use data visualizations and simplified info graphics to emphasize dynamic

content • Make use of animated transitions to improve focus and context awareness • Mix and match colors from the Oracle Alta UI Color Pallet to create rich UIs

COMMON USER INTERFACE STANDARD

Oracle Integration Cloud Service (ICS)

Oracle

Marketing Cloud

Oracle

CPQ Cloud

Oracle

Sales Cloud

Oracle

Commerce Cloud

Oracle

Service Cloud

Oracle

Social Cloud

3rd Party Cloud services Oracle On-prem apps

(e.g. Siebel, EBS, JDE,etc…) 3rd Party on-prem apps

Oracle Customer Experience Cloud

Oracle

ERP/SCM Cloud

Oracle

HCM Cloud

ORACLE INTEGRATION CLOUD SERVICE

A Simple but powerful integration platform in the cloud that

Connects your SaaS and on-premise applications

Provides an easy to use point and click integration experience including extensible pre-built integrations

Simplifies error management and enables rich monitoring

ORACLE PLATFORM-AS-A-SERVICE

Oracle CX Cloud

Rich tailoring capabilities

Mobile support

Embedded social collaboration

Tailor approvals/ workflows

Cloud Marketplace

Unique apps

By cloud partners

Certified by Oracle

One Cloud Platform

Database Cloud Service

Data storage

Data import

Developer Cloud Service

Source code management

Build deploy tools

Web service repository

Java Cloud Service

Logic and business rules

UI modifications

Full power of J2EE

Business Intelligence Cloud Service

Cross-source Enterprise analytics

Global Executive Dashboards and Reporting

Documents Cloud Service

External document collaboration

Offline syncing

Web, mobile, desktop

Integration Cloud Service

Web based, Point & click integration

Rich Monitoring and error mgt

Process Cloud Service

Rapid Process Composition

Multi-channel BPM interfaces

Business Agility & control

Oracle PaaS

COMPLETE - Best-in-Class Cloud Portfolio - Spanning All Customer Interactions - Connecting Key Business Processes

INNOVATIVE - Deepest Customer Insight - Providing Personalized Engagement - Differentiating The Brand Experience

PROVEN - Trusted By The World’s Largest Brands - Recognized Industry Experience - Secure & Scalable Global Operations

ORACLE CX CLOUD

COMPLETE FUNCTIONAL FOOTPRINT

Sales Sales Performance & Productivity

Lead Nurturing and Pipeline Management Customer Analysis & Sales Prediction

CPQ Create Accurate Quotes & Orders

Mange Pricing, Discounting & Approvals Integrated Oppty-to-Cash

Commerce Personalized Experience Engagement

Scalable Cross-Channel Commerce (B2B/B2C) Multi-site branding

Service Knowledgebase & Customer Engagement

Cross-Channel Customer Experience Field Service Optimization & Empowerment

Marketing Social and Modern Marketing Content

Engage & Nurture Across Channels Generate Leads & Track Performance

Social Listen and Score Customer Brand Sentiment

Act on Intent Using Social Channels Analyze Customer Behaviors

Customer Master

MARKETING SALES

COMMERCE

SERVICE

SOCIAL

ORACLE CX - RECOGNIZED LEADER BY ANALYSTS

INDUSTRY

Leader in marketing automation and revenue performance management

Leader in performance management and mobile sales

Leader in web customer service and cross-channel contact center solutions

Leader in e-commerce delivering contextual-based experiences

Leader with social media solution integrated with CX business applications

Out-of-the box industry solutions including industry policies , data model, UI

TAILORED INDUSTRY SOLUTIONS

Pre-Built with Best Practices

Enhanced data model, policy model, user experience, business intelligence and industry integration to address industry-specific CX requirements

Modern Blueprint for Each Industry

Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)

Accelerated Customer Deployment

Superior ability for consulting partners to speed deployment through:

Reference configurations Integrations Industry best practices

TRUSTED BY THE WORLD’S LARGEST BRANDS

Mark Smith Chairman T.H. March & Co.

Becky Ploeger Vice President, Digital Commerce Customer Care Kohl’s

GUEST CUSTOMER SPEAKERS

Becky Ploeger, Vice President

Our purpose:

o New Expectations

o Channel of Choice is

Changing

o Customer Education

& Right Channeling

Customers o Agent Tools that Enable

o Quickly, consistently,

accurately say YES

o Policies that Empower

Agents o Self Service

o Better experiences that

enable in the future

o Consumer journeys that

lead to YES

Experience

GET AHEAD

(Value Me)

GET BETTER

(Know Me)

GET GOING (Help ME)

MODERN CUSTOMER SERVICE

Proactive / Personalized Care Loyalty Aware, Carry voice of the

customer to the organization

360° view of the Customer across all LoB’s Simplified Agent Desktop

Context Follows Customer Across Channels

Self-Service, Online FAQ’s (Knowledge)

Phone, Email, Chat

Multi-Channel Agent Desktop

Phone & Email

(Profit

Center)

(Cost Center)

Becky Ploeger, Vice President

Thank You

Connect with me on:

www.thmarch.co.uk

Integrated Customer Experience at TH March

Mark Smith Chairman

T H March & Co Limited

Oracle Open World 26 October 2015

http://www.facebook.com/thmarchuk

http://www.twitter.com/thmarchuk

https://plus.google.com/+ThmarchCoUk

https://www.linkedin.com/company/t-h-march-&-co-limited?





www.thmarch.co.uk

Our CX story Who are TH March?

• “Top 100” UK insurance broker

• SME - 110 staff – 6 offices across UK

• Market leader in our field - 127 year heritage

Oracle UK CX 4 Pillars

First FS SME customer





www.thmarch.co.uk

TH March - famous for insuring jewellery

www.thmarch.co.uk

B2B UK market leader in business insurance

for jewellers

Clients - ~3,000 jewellers,

across the UK









www.thmarch.co.uk

B2C famous for insuring jewellery ~30,000 retail customers

• Personal jewellery insurance • High net worth





www.thmarch.co.uk

Our CX journey - Where to start?

Challenges

Immature social media strategy

Limited B2C client contact

Unreliable customer data

Multiple systems Legacy

Knowledge – not written down!

No single customer view Labour intensive Inconsistent pipeline MI

Strengths Relevant and reliable High customer

satisfaction Strong customer

retention

Trusted, fair, integrity

Understand customer needs

What our customers say..

Healthy NPS





www.thmarch.co.uk

First steps for TH March • Sales Cloud – “soft launch” underway • Marketing Cloud

– In use for last 6 months – Full capability once Sales Cloud operational

• Service Cloud – Simplest and first to go live – Enhancements underway

• Social Cloud – In full use





www.thmarch.co.uk

Oracle CX Integrated Customer Experience platform

Marketing

• Website live chat

• Social media manager

• Marketing automation

• CRM

• Client and prospects database

Sales Cloud

Cloud

Service cloud

Social Cloud

Marketing





www.thmarch.co.uk

Pillar 3 – Oracle Service Cloud

Proactive live chat

Oracle Engagement Engine





www.thmarch.co.uk

Pillar 4 – Oracle Social Cloud Social relationship

management

Listen and analyse

Social Media Campaign manager

Multi channel





www.thmarch.co.uk www.thmarch.co.uk

Keep talking









•Lars Skari

•Partner, Infosys

Big Thanks to Our Sponsor

CX CENTRAL PROGRAM SPONSOR

#InfosysAtOOW

The world is changing faster than ever before the phase of change is picking up

Convenient

Rap

id In

no

vati

on

New

Experiences Process

Transformation

Seam

less

exp

eri

en

ce

IMMERSIVE

Omni channel

structure

CO

OL

Cross Channel

Focus on

Agile

Instant HUMAN

CENTRIC Consumer

Journeys

Inven

tory

Man

ag

em

en

t Application

Modernization

Destination

Personalization

BRAND

KNOWLEDGE

Inspiring, consistent experience

Insig

hts

En

ab

led

#InfosysAtOOW

IT organizations across industries are faced with 3 fundamental challenges

ESTABLISH PLATFORMS AND

RENEW THE CORE

INNOVATE INTO THE NEW

PLATFORMS AS A SERVICE

#InfosysAtOOW

Historically we have adopted a functionality based view rather than the customer experience perspective

Brand

Proposition

Functionality

Customer

Experience

Traditional View

Customer View

#InfosysAtOOW

Alternative approaches delivers different results – here’s how two well known brands do it

#InfosysAtOOW

You do not have to be a ‘cool’ company to get it right

• Expectations are led/set by Apple,

Amazon, AirBnB, Uber, etc

• The always on model drives how & where

services are consumed

• Social products and social media

• ‘Know ME’ and the need for further

transparency in service delivery

• Using Services as the Stage and the

goods as props to engage customers in a

way that creates a memorable experience

Newer Expectations Top US Net Promoter Scores

69%

80% Insurance

78% banking

78% 76%

75%

75%

70% iphone

65% ipad

66%

#InfosysAtOOW

Do – Design-led Innovation

• Enhancing creative confidence of individuals,

teams and organizations

• Problem finding

• Innovation, rapid prototyping and execution

• Strategic design consulting

• Building transformational digital and CX

experiences

• Enabling the future workforce and workplace

#InfosysAtOOW

Ki – Knowledge-based IT

• Capture knowledge using AI and machine learning

• Simplify using Cloud technologies

• Drive operational efficiency using automation

• Create immersive experiences using APIs and API

management

• Build innovative new applications

#InfosysAtOOW

Ai – Platforms and Ecosystems

• Modularize technology

• Amplify: From people to people + software

• Transform ecosystems using platforms:

• CX (sales, service, marketing)

• Data

• Service automation

• Mobile

• IoT

• APIs

#InfosysAtOOW

Customer experience management in a world of rapid change

The future need not be an increment of the past …freely adapted from Alan Kay

#InfosysAtOOW

Lars Skari Partner

Infosys Consulting

4009 Miranda Ave #100

Palo Alto, CA 94304

M: +1 310 880 5773

E: [email protected]

Twitter: @lskari

mailto:[email protected]

COMPLETE - Best-in-Class Cloud Portfolio - Spanning All Customer Interactions - Connecting Key Business Processes

INNOVATIVE - Deepest Customer Insight - Providing Personalized Engagement - Differentiating The Brand Experience

PROVEN - Trusted By The World’s Largest Brands - Recognized Industry Experience - Secure & Scalable Global Operations

ORACLE CX CLOUD

April 26-28, 2016

Las Vegas, NV

SAVE THE DATE

modernmarketingexperience.com

oracle.com/modern-service-experience

oracle.com/modern-sales-experience

oracle.com/modern-commerce-experience

oracle openworld 2015: exploring the future of cx - aaron shidler, vp, industry cx, oracle product...

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