Digital Transformation a way to win digital natives
From Marketing to Service
Cesare Capobianco Oracle Vice President, Business Applications Central Eastern Europe
Oracle Confidential – Internal
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Acquisition & Growth
Retention
Efficiency
Increasing Competition
Cross Channel
Adoption of New Technologies
Any Device, Anywhere
Compressed Margins
Digital Experience
Higher Expectations
Fragmented Systems
Data Overload
Profitability & Risk Targets
Segment Needs
Cross-LOB Opportunity
Compliance
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Banking Transformation for a Digital Customer
“If you don’t feel the droplets, you won’t fear the deluge”
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Digital Natives #nolimits #highexpectations #livingdigitallife
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LOW CONFIDENCE
THINK 3D
MILLENIALS
TECH SAVY: 2 SCREENS
SLACKTIVISTS RADICAL TRANSPARENCY
MULTICULTURAL
TOLERANCE
COMMUNICATE WITH TEXT
SHARE STUFF
OPTIMISTS
NOW FOCUSED
WANT TO BE DISCOVERED IMMATURE
TEAM ORIENTATION
TECH INNATE: 5 SCREENS
THINK IN 4D
JUDICIOUSLY SHARE (GEOLOCO OFF)
ACTIVE VOLUNTEERS
BLENDED (RACE&GENDER)
TOGETHERNESS
MATURE
MAKE STUFF
HAVE HUMILTY
FUTURE FOCUSED
REALISTS WANT TO WORK FOR SUCCESS
COLLECTIVE CONSCIOUS
GenZ: Mobile First and Mobile Only
GenZ
Physical meets Digital Source: What’s the problem, officer? Photograph: Google
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40%
33%
31%
31%
27%
21%
Can’t get immediate answers to simple questions
Poor quality contact facilities
Confusing website navigation
Finding services takes too long
Questions not answered in hours
Not accessible via mobile Mailing
List
Econsultancy 2016
By 2020 the customer
will manage 85% of its
relationship with an
enterprise without
interacting with a
human. Gartner
“
Customers frustrations in digital world
“Customer Experience (CX) is the sum of all interactions a customer has with a supplier.”
Across Marketing / Selling AND Service & Support http://en.wikipedia.org/wiki/Customer_experience
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What it means? Smarter #CX #Platforms win.
IMPORTANCE
SATI
SFA
CTI
ON
Using Product
Setup & Buying
Amazon Uber
Netflix
McKinsey 2017
Micro View
Customer Journey
INTELLIGENCE
REC
EPTO
RS
TV
Retail
Banking
Amazon Uber
Netflix
L2 / Scott Galloway 2017
Macro View
Competitive
Landscape
Solving Problem
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Solving Problem
IMPORTANCE
SATI
SFA
CTI
ON
Using Product
Setup & Buying
Amazon Uber
Netflix
McKinsey 2017
Micro View
Customer Journey
INTELLIGENCE
REC
EPTO
RS
TV
Retail
Banking
Amazon Uber
Netflix
L2 / Scott Galloway 2017
Macro View
Competitive
Landscape
Your Products
& Services
Opportunity: Platform
Economy of Scale
What it means? Smarter #CX #Platforms win
Budget Constraints
Customer Journey
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Competitive Landscape
Budget Constraints
Sharing Economy
Emerging Markets
Digital Native
Loyalty
IoT
Tech Savvy
Customer
Socially Connected
Digital Innovators
Your Products
& Services
Personalization
Customer Journey
Reputation
Digital Platforms put #CX on CEO agenda
Micro Segments
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Competitive Landscape
Budget Constraints
Sharing Economy
Emerging Markets
Digital Native
Loyalty
IoT
Tech Savvy
Customer
Socially Connected
Digital Innovators
Your Products
& Services
Personalization
Customer Journey
Reputation
Is there a #simple way to #SmarterCX?
Micro Segments
?
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What if your organization could use the Art of the Possible?
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Say Hello to Oracle Intelligent Bots Service
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Messaging applications
Voice-controlled computing
Bots and services within apps
Big 4 Social Networks Big 4 Instant Messaging Apps
4.1 Billion users around the
world are on Instant Messaging apps
Conversational Age
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Would You Design Your Business This Way?
PROBABLY NOT.
No Department is an Island
Provider…
Provider…
Provider…
Provider…
Provider…
Provider…
Provider…
Increased complexity, cost, and risk
Finance Supply Chain Service HR Sales/Marketing
18
Incentive pay Sale Expense Customer B2B /B2C
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Disjointed Applications Limit Modern User Experience
E-Business Suite
PeopleSoft
JD Edwards
Custom
IOT
+
Your Organization
CX/HCM ERP/SCM/E
PM Custom
3rd Party
Partners
Employees
Customers
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Not cloud
Not cloud
Oracle has the only complete Customer Experience Suite on the market.
Source: Take Two Roads to Digital Experience Success, Ted Schadler, Forrester, February 1, 2016
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1
World Class Service Company
21st Century, Digitally Enabled
One Bank with Multiple Brands
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Oracle at your service
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Oracle successful Customers in financial sector
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Thank You
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