CX Day - Driving CX and Organisational Change - Smith+co - Shaun Smith
4.Driving the CX Revolution - Michelv2
Transcript of 4.Driving the CX Revolution - Michelv2
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Driving the Customer
Experience Revolution
Michel Van Woudenberg
Vice President, CRM
Oracle Asia Pacific
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Our Customers Priorities
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Plan To Improve The Customer Exper
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Leverage the Cloud
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Harness Big Data/Analytics
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Mobile
SocialIn Store Contact Center
Field Service
Direct Sales
Channel SWeb
Oracle
Marketing
Oracle
Commerce
Oracle
SalesOracle
Service
The Oracle Customer Experience Portf
Complete portfolio of best-of-breed
solutions to deliver better customer
experiences
Ope
ena
inte
thir
Deployed modularly for discrete
business problems or as a suite of
applications to address touch points
across the customer lifecycle
Foundational Tools
Oracle CloudIaaS & PaaS Oracle MDM, BI andDecisioning Tools Oracle Integration andBPM/SOA Tools
Oracle
Social
Oracle Mobile, Portaland Content Tools
Oracle
Content
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Application ServicesCustomer Experience Cloud
Marketing ServSales
Sell More
Know More
Grow More
EngageAudiences
Know Buyers
Drive Revenue
Understand N
Solve Pro
Delight
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Application ServicesCustomer Experience: Marketing Cloud
Contact andLead Management
MarketingMeasurement
CampaignManagement
Customer Mas
Data Managem
Sales
Enablement
Social
Marketing
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Some of Our Marketing Cloud Custome
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Application ServicesCustomer Experience: Sales Cloud
SFASales Prediction
IncentiveCompensation
Territory andQuota Management
Customer
Data Mana
Partner Relationship
Management
Sales
Forecasting
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Customer Experience: Service Cloud
WebCustomer Service
Chat andCo-Browse
MobileSelf-Service
Application Services
Support
Communitie
Cross-channel
Contact Center
Knowledge
Management
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Some Oracle Cloud CustomersSales and Marketing, Service and Support
http://csolutor.fi/http://evosys.co.in/http://www.crunchbase.com/financial-organization/ngi-capitalhttp://www.internetsolutions.com/index.htmlhttp://www.ibasis.com/index.aspxhttp://www.enigen.it/http://www.crmnow.com.au/http://www.speridian.com/index.phphttp://www.christiedigital.com/en-ushttp://www.apptix.com/default.asphttp://www.pikotek.com/index.jsphttp://www.petinsurance.com/ -
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Oracle Social Cloud: The Products
Social
Data
Social
Network
Social
Marketing
Social
Engagement &
Monitoring
Comprehensive & Unified Social Business Solutions
Social Engagement & Mo
leading social listening, mo
product. (Now part of unifie
Social Marketing: Powerf
creation and analytics capa
and consumer relations on s
unified SRM.)
Social Network: Secure int
superior sharing and collabobetter employee efficiencies
Social Data:Aggregated d
analyzing capabilities for ho
insights.(Coming Soon)
Social Relationship Management (SRM)
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Oracle Social Cloud: The ProductsSocial Engagement & Monitoring
Listen
Monitor,
Categorize, RouteEngage
Analyze
Signal Detection and Pr
Market-leading listening
Sentiment analysis
Actionable
Automatic categorizatio
Enterprise routing
Ease of UseTopic and dimension dis
High volume optimized
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Create & Plan
Publish Amplify
Analyze
Oracle Social Cloud: The ProductsSocial Marketing
Dynamic Publishing
Drag and Drop Page Powerful Content Cap
Ease of Use
Analytics
Multi-channel ROI
Insight on the speed
Global reachCollaborative Conten
Role based security
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Engage
Inform Drive
Extend
Oracle Social Cloud: The ProductsSocial Network
Purposeful collaboratio
Built into enterprise cOrganizationally awa
Built for how you work
Native Tablet app
Outlook Plug-in
Real timeDocument sharingAction item assignm
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Collect
Enrich & Aggregate Analyze
Integrate
Oracle Social Cloud: The ProductsSocial Data (Coming Soon)
Share your data by opting
Aggregate data in functionsegments
Standardize by convertingdata into KPI benchmarks
Deliver KPI benchmarks in
O l S i l Cl d R id I ti
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Oracle Social Cloud: Rapid Innovation
CI + Involver integratedto SE&M
Vitrue acquisitionclose
July 2012
Oct 2012
Fusion CRM + SMIntegrated
Oct 2012
Enhanced workflow
Feb 2013
SocialMarketinglaunched
Oct 2012
Enhanced,Integrated UExperience
March 20
CI and Involveracquisitions
close
Sept 2012Enhanced
analytics withcampaign
tracking andpost-level detail
Nov 2012
SE&M and
RightNowservice
integrated
Dec 2012
Enhanced listening, UIexperience with newSignal product
Dec. 2012
Feb 2013
Eloqua landing pagesw/in SM
Localizi
M
SM Shop integrationwith ATG catalog
Feb 2013
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In Summary
For our installed base (Siebel, CRMOD, Rightn
because we have integrated Social into yourapplications so you can focus on delivering sup
For net new customers, because we have a co
integrated suite of best in class Social capabilitListening, Engaging, Publishing & Analysis
Why Oracle For Social ?
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Oracle Social Cloud Customers
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CX for Marketing CX for Commerce CX for Sales C
The Oracle Customer Experience Solution
Social Listening andEngagement
Social Marketing
Marketing Websites
Demand Generation andLead Management
Marketing and LoyaltyManagement
Sales Force Automation
Social Selling
Territory & QuotaManagement
Revenue Forecasting
Partner RelationshipManagement
Quote to Cash Incentive Compensation
Search, Navigation &Content Delivery
Cross-Channel Commerce
Targeting & ProductRecommendations
Social Commerce
Order Management &Fulfillment
Retail Store Operations
CrosServ
Know
Socia
Eligib
ContEntitl
Indus eBilli
CX Data Management CX Integration, Automation, and Decisioning CX
Mobile Social In Store Contact Center Field Service Direct SaWeb
CX Foundation
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The Oracle CX Commitment
CX Roadmap and Strategy-OOW CX Track
-Bi annual strategy council (week of Nov in L.A)
-VOC feedback on product direction (come talk to us)
CX Thought Leadership Programs-Customer Journey Mapping Workshops (per customer or groups)
-Whitepapers
-Regular Webcasts for Oracle Customers
CX Training and Best PracticesBest practices on Marketing / Commerce / Sales / ServiceIndustry practices and benchmarking through IBU
Partner EcosystemCX ecosystem cultivated partner network around CX solutions
World leading agencies (LBI, Razorfish, Sapient Nitro)
Leading analyst partners (Forrester, Gartner..)
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The Oracle CX Take Away
Oracle has invested heavily to complete our CX
We need to learn to talk to the CMO office toge
Oracle is the only vendor with a complete CX p
Cloud is a major deployment option
Social & Marketing Opens (new) doors
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