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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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The preceding 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.

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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

Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

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

Print

TV

Retail

Banking

Amazon Uber

Netflix

L2 / Scott Galloway 2017

Macro View

Competitive

Landscape

Solving Problem


Solving Problem

IMPORTANCE

SATI

SFA

CTI

ON

Using Product

Setup & Buying

Amazon Uber

Netflix

McKinsey 2017

Micro View

Customer Journey

INTELLIGENCE

REC

EPTO

RS

Print

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


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


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

?


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

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


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


Oracle at your service

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