oracle cx service event - cross-channel customer service experience
DESCRIPTION
Presentazione Oracle CX for ServiceTRANSCRIPT
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9:30 Registrazione e Welcome Coffee 10:00 Benvenuto ed introduzione lavori Sergio Martini, Master Principal Sales Consultant , Oracle 10:10 Competere con i servizi: quale ruolo per i clienti? Mario Rapaccini, Coordinatore nazionale ASAP Service Management Forum, Responsabile Scientifico IBIS Lab, Università di Firenze 10:40 Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela Sergio Martini, Master Principal Sales Consultant , Oracle 11:10 Break 11:20 Demo Oracle Service Cloud Sergio Valerio, Senior Sales Consultant, Oracle 11:50 Soluzioni e servizi GN a supporto dei processi di Service. Condivisione di alcune esperienze progettuali Gualtiero Biella, Managing Director, GN Enterprise Business Solutions Fabio Marini, IT Consultant and Software Engineer, GN Enterprise Business Solutions 12:20 Q&A 12:30 Buffet lunch
CX Agenda
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Cross-Channel Customer Service Experience per una maggiore efficienza delle interazioni con la propria clientela.
Sergio Martini Master Principal Sales Consultant [email protected]
Oracle Italia
Oracle Customer Service Excellence Workshop
Offrire una Customer Service Experience multicanale eccellente per mantenere la
"brand promise".
Giovedi' 3 Ottobre 2013 09:30 – 12:30
Oracle Viale Fulvio Testi, 136 - 20092 Milano, Cinisello Balsamo (MI)
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Oracle Safe Harbor Statement
The following 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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Why is Customer Exper ience important?
What does Cross -Channel mean? Orac le Ins ide. . .
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Rising expectations from customers (59%) and the impact of social media on customers’ ability to broadcast good and bad experiences (37%) are the top
two drivers for organizations’ focus on customer experience2
CX: Global Strategic Priority with Huge Financial Stakes • Executives say delivering a positive customer experience is critical to
their bottom line
1Those who somewhat or strongly agree 2Respondents asked to select top three
20%
Executives estimate that their potential revenue loss for not offering a positive,
consistent, and brand-relevant customer experience is 20% of their annual revenue, or $400M for a $2B firm
of executives state that improving the
customer experience is one of their
organization’s top three priorities in the next
two years
of executives believe that delivering a great customer experience
is critical to their business advantage
and results1
93% 97%
CX Can Make or Break a Business TAKE AWAY
Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
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The Execution Chasm: Many Businesses Are Stuck in Idle • Businesses say CX is a top priority and want to be recognized as CX leaders,
but many are just getting started with a formal initiative
Businesses Must Act to Avoid Falling Behind TAKE AWAY
1Those who somewhat or strongly agree 2e.g., established dedicated customer experience leaders, optimizing initial projects, extending program to new channels
91% wish to be considered a CX leader in their industry1
Yet … Nearly all businesses
37% are just getting started with a formal CX initiative
20% Consider their CX initiative “advanced”2
And only …
Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
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The Perception Chasm: Businesses and Customers Are Worlds Apart
• Business executives underestimate the importance of the customer experience on customer behavior. Impact sense of urgency?
1Those who strongly agree 2According to The 2011 U.S. Customer Experience Impact (CEI) Report by RightNow (acquired by Oracle in March 2012)
49% 89% But …
44% 86% While…
of execs believe customers will switch brands due to poor CX1
of customers say they have switched because of poor CX2
of execs believe customers are willing to pay for great CX1
of customers say they are already doing so2
Executives Underestimate The Risk and Opportunity TAKE AWAY
Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
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Social Media: A Key Driver for the Future
• The customer voice is becoming louder via social media and many businesses are playing catch up to respond
1Those who strongly or somewhat agree
81% believe that delivering a great customer experience today requires leveraging social media effectively1
But …
…a significant number of organizations don’t seem to fully understand the importance of social media:
35% DON’T have social media for sales channels
35% DON’T have social media for customer service
Catch up with Social Expectations TAKE AWAY
Source: Oracle, “Global Insights on Succeeding in the Customer Experience Era”, February 4th 2013
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What does Cross-Channel mean?
Social Web
Contact Center
Mobile
Social
Mobile
Web
Contact Center
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WEB
CONTACT CENTER
IN-STORE
CATALOG
MOBILE
SOCIAL
NEED / RESEARCH
SELECT PURCHASE MAINTAIN /
RECOMMEND RECEIVE /
USE
CUSTOMERS DEMAND A BETTER EXPERIENCE THROUGH THEIR COMPLEX JOURNEY…
Leverage deal on social site
Comparison Site
Web Search
Ask Facebook Friends For Recommendations
Visit Retail Store
Chat
Email Order Confirm w/Rec
Pickup Local Store
Tweet About Purchase Experience
Ask for Help on Community Chat Room
Product Info
Order Online
Kiosk
Change Order
Select Product
Browse Catalog
Order Online
Call for Info about Add-on Accessories
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THE INFINITE LOOP OF CUSTOMER JOURNEY
BUY OWN Support & Serve Market & Sell
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The Oracle Customer Experience Portfolio
Mobile
Social In Store Contact Center
Field Service
Direct Sales
Channel Sales Web
CX Foundation
CX for Marketing
CX for
Sales
CX for
Service
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