CX @ Capgemini - Oracle OpenWorld Debrief

Turning your customers into Fans!

#CX

#oow13db

#oow13

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Good evening and welcome at…

Debrief

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So CX was hot at OOW this year, but how was the CX?

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So CX was hot at OOW this year, but how was the CX?

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But there were some good experiences too!

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So what is going on in Customer Experience?

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Expectations And Demands Are Rising

Increasing At Home, Where You Buy & Where You Work

More AccessMore Options More Influence

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Creating Disruption and Opportunity

Making It Harder To Differentiate, Compete And Win

MediaExplosion

GreaterCommoditization

GlobalCompetition

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But in the end, it’s all about the customer, you know?

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So it starts with customer journey mapping

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But not after you’ve been thinking about these three elements…

Thoughtleadership

Actionleadership

Solutionleadership

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But stop!

This is Oracle, so… how about the products?!?!

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Oracle CX portfolio

Mobile

SocialIn Store Contact Center

Field Service

Direct Sales

Channel SalesWeb

Oracle Marketing

Oracle Commerce

Oracle Sales

OracleService

OracleSocial

Oracle Cloud Infrastructure and Platform Services

Oracle Mobile, Portal and Content Tools

Oracle MDM, BI and Decisioning Tools

Oracle Integration and BPM/SOA Tools

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And BTW there are solutions out there :-)

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So don’t wait…

Start growing Fans!!!

www.capgemini.com

The information contained in this presentation is proprietary.© 2013 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

About CapgeminiWith more than 125,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion.Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model.