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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Statement of Confidentiality & Disclaimers
Oracle Confidential 2
Oracle is pleased to present AIG (You) with the attached presentation for the software and/or services referenced therein. The attached presentation and its contents (collectively, "Presentation") are the confidential and proprietary information of Oracle. The Presentation may be used by You solely for evaluation of a business relationship between Oracle and You. The Presentation may not be reproduced, published, disseminated, or otherwise disclosed without Oracle's written consent.
The Presentation may include selected third party data, information, research and/or reference materials (collectively, "Third Party Information"). Oracle does not warrant the accuracy of the Third Party Information, which is provided "as-is." The inclusion of the Third Party Information does not constitute an endorsement of Oracle's products or services by any third party.
Further, this Presentation is not a commitment to deliver any future material, code, or functionality. The development, release, and timing of any features or functionality described in this Presentation remains at the sole discretion of Oracle.
The Presentation cannot account for all risks and other factors that may affect results or performance, or for changes in your business practices or operating procedures that may be required to realize results or performance, that are projected or implied in the Presentation.
The Presentation, and any discussion or negotiation of The Presentation between Oracle and You, is for informational purposes only and is not an offer by, commitment from, or contract with Oracle to provide any software or services. The Presentation is subject to change at Oracle's sole discretion.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Oracle Roadmap to Modern JP Saunders SR Dir Business Strategy Oracle Rhianna Albert Director, Solutions Consulting
eVerge Group
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
To Deliver On A Unified Customer Experience
SYSTEMS DATA CULTURE CONTENT
ONE BRAND, ONE EXPERIENCE
MODERN COMMERCE
MODERN SELLING
MODERN MARKETING
MODERN SERVICE MODERN SERVICE
Where Are Your CX Efforts And Spend Focused Today?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Some Things Haven't Changed In This Modern World
Henry Ford > founder of the Ford Motor Company
“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
reason to recommend a company:
is still Outstanding Service* #1
“Wealth, like happiness, is never acquired directly. It comes as a by-product of service”
Tony Hsieh > founder and CEO of ZAPPOS
“Zappos is a customer service company, that just happens to sell shoes.”
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
But Some Thing’s Have Changed Forever Disruptive Technology Shifts
1980s 1990s 2000s 2010s
Empowered Customers
Digital is Humanized
Knowledge Everywhere
Internet of Things
Mobile as Primary Channel
Cross-Channel Service
WHAT’S NEXT
Channels, Devices, Technologies
With Increasing Business Complexity
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
2014
2018
20% 7% 65% 8%
Web Self Service Social Phone/IVR Chat
Source: Gartner, 2014
+50% +300% +150%
-64%
And Consumer Behaviors Are Changing With Them As Digital Channels Now Become The Preferred Choice
30% 28% 22% 20%
Web Self Service Social Phone/IVR Chat
20% 7% 65% 8%
3 Years Web Self Service Social Phone/IVR
Chat
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Their Expectations Have Changed Too Of Every Brand And Every Channel
Easy On Every Channel
Access on their terms
Consistent information
The freedom to switch
Connection to real people
Know the facts about them
Don’t make them repeat
Access to their peers
Honor their relationship
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Means Making It Easy To:
Becoming A Modern Service Organization
• ENGAGE YOUR CUSTOMERS: Making it easy for
your customers to engage with your brand at anytime.
• EMPOWER YOUR EMPLOYEES: Making it easy
for your agents to consistently service the need of customers
• ADAPT YOUR BUSINESS: Making it easy to adapt
continuously to the changing needs of the business
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
How Do You Get There?
Channel
Engagement
Strategy
Business
Value
Strategy
Modern
Customer
Service
Technology
Adoption
Strategy
Needs A Roadmap To Success
ORACLE ROADMAP TO MODERNTM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
1. Augment “Easy” For Better Experiences Protecting Customers and Agents From The Complexity Of Your Business
Oracle Confidential 12
COMPLEX EASY
Bad Experience Good Experience
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
2. Mature Service From A Cost Center To A Profit Center Growing The Value You Deliver To The Business
INCREASED PRODUCTIVITY
REDUCED VOLUME
LOWER COSTS
EFFICIENCY (LOWER EFFORT)
INCREASED SATISFACTION
IMPROVED LOYALTY
HIGHER ADVOCACY
RETENTION (STRENGTHEN RELATIONSHIPS)
INCREASED OPPORTUNITIES
IMPROVED CONVERSIONS
DRIVING MORE SALES
ACQUISITION (INCREASE REVENUE)
ORACLE ROADMAP TO MODERNTM
-$$ SAVE HERE
Reduce Service & Support Volume And Cost
=) INVEST HERE
10x Cheaper To Retain Customers Then Acquire New
+$$$ GROW HERE
More Opportunities From Loyal Brand Advocates
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PROFIT CENTER Measure Monetized Opportunities From Loyal Brand Advocates
OMNI CHANNEL Engage In Every Channel With A Personal Relevant Experience
DATA & PERSONALIZATION Proactive Capabilities For Personalizing Service Interactions
COST CENTER Reduce Volume And Cost Of Service And Support
Business Value Strategy
MULTI CHANNEL Provide Multiple Choices Of Channels To Engage Customers
Channel Engagement Strategy
CHANNELS & KNOWLEDGE Interaction Capabilities For Simpler Ways To Connect More Frequently
Technology Adoption Strategy
VALUE CENTER Strengthen Relationships With Customers To Grow Loyalty
CROSS CHANNEL Enable Service Quality Consistency Across Every Channel
TRAINING & PROCESSES Optimization Capabilities For Standardizing Engagement Quality
ORACLE ROADMAP TO MODERNTM
3. Synchronize Your Efforts Along The Way Align How You Engage And Measure with When And When To Invest
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
GET AHEAD
GET BETTER
GET GOING
3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX Strategy.
2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.
0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
ORACLE ROADMAP TO MODERNTM
Maturing Your Customer Engagement Practices To Keep Up With Consumers And Get Ahead Of Competitors
MODERN CUSTOMER SERVICE
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
GET AHEAD
GET BETTER
GET GOING
3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX Strategy.
2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.
0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
ORACLE ROADMAP TO MODERNTM
How Will YOU Compare With Your Competitors On The Journey To Being Modern?
MODERN CUSTOMER SERVICE
YOU
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
GET AHEAD
GET BETTER
GET GOING
MODERN CUSTOMER SERVICE
3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX Strategy.
2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.
0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
ORACLE ROADMAP TO MODERNTM
The Multi-Channel Customer Engagement Strategy
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Phase 1: Multi Channel – Value Strategy Provide Multiple Choices Of Channels To Engage Customers
EFFICIENCY (LOWER EFFORT)
COST CENTER Reduce Service & Support Volume And Cost
“Reactionary” Focused on reducing the operational cost of servicing high demands through reduced volume and improved productivity
INCREASE PRODUCTIVITY REDUCE VOLUME LOWER COSTS
Maintenance Costs Development Costs Cost per resolution Cost per answer Headcount Overtime Salary
CAPEX OPEX
STRATEGIC MEASURES
OPERATIONAL MEASURES
Resolution rate Channel rate Escalation rate Deflection rate Session Volumes Transaction Cost Time-To-Resolution
Resolution Rates Channel Volumes
Utilization Rate % Training Costs Agent Satisfaction Contact Volume SLA for resolution Contact rate Agent turn-over rate
First Contact Resolution Average Handle Time Resolution Time
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
APPROACHES CAPABILITIES
Phase 1: Multi Channel – Technology Strategy Interaction Capabilities For Simpler Ways To Connect More Frequently
Priority: • CHANNEL & KNOWLEDGE IMPROVEMENT Objective: • Moving from limited silo channels, to
multiple channels of choice for customers to connect on any channel and or device.
Solutions :
• KNOWLEDGE BASE • WEB SELF-SERVICE • MOBILE SERVICE • ONLINE CHAT • EMAIL RESOLUTIONS • CUSTOMER SURVEYS • COMMUNITIES
Self Service FAQs Customer Portal, APIs, Knowledge Foundation, Email/Web Form, Widgets
Online Assisted Service
Click To Chat, Click to Call, Policy Automation, Web Self Service, SMS, Email Management, Online Surveys, IVR Self Service
Social Answers Social Self-Service, Idea Community, Partner Community, CX for Facebook, Answer feedback
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Enable Customers To Help Each Other
Connect All Brand Experiences
Provide Multiple Choices Of Channels
Standardize Service Across All Channels
Connect All Silos Of Knowledge
Innovate New Ways To Engage
Personalize Customer Engagements
Unify All Customer And Business Data
Empower Customers With Self-Service
GET GOING
GET BETTER
GET AHEAD How Do You Develop Your Roadmap To Modern Customer Service?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 1: GET GOING Empower Customers With Self-Service
1.2M Self Service Sessions
3K + FAQs in 12 languages
90% Reduction in Agent Errors
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 1: GET GOING Enable Customers To Help Each Other
5K + Partners Connected
40% Increase Online Support
23% Reduction In Call Volume
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
GET AHEAD
GET BETTER
GET GOING
MODERN CUSTOMER SERVICE
3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX Strategy.
2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.
0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
ORACLE ROADMAP TO MODERNTM
The Cross-Channel Customer Engagement Strategy
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Phase 2: Cross Channel – Value Strategy Enable Cross Channel Service Quality And Consistency
RETENTION (STRENGTHEN RELATIONSHIPS
VALUE CENTER Strengthen Relationships To Grow Loyalty
“Nurturing” Focused on improving customer loyalty by investing efficiency cost savings into the quality of service for greater satisfaction and measurable advocacy
INCREASED SATISFACTION IMPROVED LOYALTY HIGHER ADVOCACY
Referral Rate Voice Of The Customer (VOC) NPS Social Mentions Social Tone Brand Awareness
Net Promoter Score Cancel/Save Rate
STRATEGIC MEASURES
OPERATIONAL MEASURES
Frequency Recency Abandon rate % Resolution rate # of Customers/Subscribers Churn Rate
Retention/churn rate Lifetime Value
First Contact resolution Answer Relevancy Availability of Service Accessibility of Service Usability Response time Escalation rate Survey Feedback Service Level
Cust Satisfaction Score Customer Effort Score
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
APPROACHES CAPABILITIES
Phase 2: Cross Channel – Technology Strategy Optimization Capabilities For Standardizing Engagement Quality
Priority: •TRAINING & PROCESS IMPROVEMENT Objective: Moving from silo systems for agents to engage, to unified systems for consistent and relevant service quality on every channel. Solutions :
• UNIFIED AGENT DESKTOP • INTEGRATED ACD/IVR/CCC • WORKFORCE MANAGEMENT • CUSTOM APPLICATION CHANNELS • KNOWLEDGE MANAGEMENT • UNIFIED SOCIAL ENGAGEMENT • INTEGRATED FIELD SERVICE
Standardize Service Across All Channels
Agent Desktop, Contextual Workspaces, CTI Integration, Experience Routing, Social Listening, SSO, Workflow/Scripting, Field Service, SMS
Innovate New Ways To Engage
Mobile Agent, Mobile SS, APIs, Customer Portal, Custom Objects, Business Rules, OPA, Experience Routing, Syndicated Widgets, Idea Community
Connect All Knowledge Silos
Integrated Knowledge on Desktop, Advanced Knowledge (OKN), OPA, Guided Assistance
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Enable Customers To Help Each Other
Connect All Brand Experiences
Provide Multiple Choices Of Channels
Standardize Service Across All Channels
Connect All Silos Of Knowledge
Innovate New Ways To Engage
Personalize Customer Engagements
Unify All Customer And Business Data
Empower Customers With Self-Service
GET GOING
GET BETTER
GET AHEAD Your Roadmap To Modern Customer Service
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 2: GET BETTER Standardize Service Across All Channels
2K + New Answers Created
20 Pts
Net Promoter Score Increase
50% Reduction in churn rate
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 2: GET BETTER Innovate New Ways To Engage
1.5K + Resolutions 24hrs A Day, 7 Days Week
60%
Interactions From Mobile
8% Increase Net Promoter Score - YoY
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
GET AHEAD
GET BETTER
GET GOING
MODERN CUSTOMER SERVICE
3. OMNI CHANNEL STRATEGY Moving from anonymous service, to personalized
segmented engagements, that can connect to a CX Strategy.
2. CROSS CHANNEL STRATEGY Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.
1. MULTI CHANNEL STRATEGY
Moving from limited silo channels, to multiple channels of choice for customers to connect on any device.
0. SILO CHANNEL STRATEGY Introducing single or silo channels to connect with customers
{Profit Center}
{Cost Center}
ORACLE ROADMAP TO MODERNTM
The Omni-Channel Customer Engagement Strategy
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Phase 3: Omni Channel – Value Strategy Engage In Every Channel With A Personal Relevant Experience
ACQUISITION (INCREASE REVENUE)
PROFIT CENTER Measure Monetized Opportunities From Loyal Brand Advocates
“Proactive” Focus on creating opportunities to acquire new customers at a lower cost, while measuring conversions and increased sales from loyal brand advocates
DRIVING MORE SALES IMPROVED CONVERSIONS INCREASED OPPORTUNITIES
Referral Rate SEO Effectiveness Positive Mentions Brand Followers Click Thru Rate
# of Customers Cost of Acquisition # of New Customers
STRATEGIC MEASURES
OPERATIONAL MEASURES
Stickiness Abandonment Rate Visits to Purchase Unique Sessions Offer Take Rate
Average Transaction Conversion Rate Average Order Value
Average Selling Price Average Order Value # of Orders By Channel Share of Wallet Frequency of Spend
Life Time Value Net New Sales Customer Sales
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
APPROACHES CAPABILITIES
Phase 3: Omni Channel – Technology Strategy Proactive Capabilities For Personalizing Service Interactions
Priority: • DATA & ENGAGEMENT IMPROVEMENT Objective: Moving from anonymous service experiences, to truly personalized segmented engagements, at the right time, in the right way. Solutions :
CO-BROWSE ASSISTED SERVICE VIRTUAL ASSISTANT ENGAGEMENT MARKETING INTEGRATED MARKETING INTEGRATED COMMERCE INTEGRATED SALES
Unify Customer And Business Data
Dashboards, Business Intelligence, Speech Analytics, Integration, MDM, Reporting, APIs
Personalize Customer Engagements
Proactive Chat/Click to Call, Virtual Assistant, Engagement Engine, Notifications, Customer Outreach, Co-browse, Real Time Decisions
Connect All Brand Experiences
CX Integrations into ORACLE SALES, MARKETING, SOCIAL, COMMERCE, & Third Party Systems APIs
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Enable Customers To Help Each Other
Connect All Brand Experiences
Provide Multiple Choices Of Channels
Standardize Service Across All Channels
Connect All Silos Of Knowledge
Innovate New Ways To Engage
Personalize Customer Engagements
Unify All Customer And Business Data
Empower Customers With Self-Service
GET GOING
GET BETTER
GET AHEAD Your Roadmap To Modern Customer Service
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 3: GET AHEAD Unify All Customer And Business Data
360o View From eCommerce Integration
40 Agents Empowered With Data To Sell Online
13.5% Conversion Chat Rate
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PHASE 3: GET AHEAD Personalize Customer Engagements
550K + Personalized Engagements Per Year
45% Increase in New Orders
15% Increase In Customer Sales
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle And Our Partners Can Help You Get There With Modern Success Programs For Every Strategy
GET GOING GET BETTER GET AHEAD
ORACLE ROADMAP TO MODERNTM
BUSINESS REVIEWS ASK EXPERT WORKSHOPS SUCCESS PARTNERS
CX JOURNEY MAPPING CX ASSESSMENTS CX PARTNERS
WHITE BOARDING CHANNEL REVIEWS EVALUATION ENGAGEMENTS
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 36
What Makes eVerge Different
Strategic vs Tactical “Trusted Advisors Creating Trusted Data”
MDM is an enabler for enterprise business processes. Our approach is to use data management principals to improve the value of the data which increases the efficiency of the business process.
Technology is the key but it is not the entire solution.
Project Approach We include change management, governance, and stewardship to ensure value is realized from the solution
We employ teams of 8-10 with deep expertise of not only MDM, but with knowledge of essential business processes of sales, service, marketing, etc.
Implementations are phased to enable rapid user adoption and quick wins. ROI is realized faster when MDM is engrained in business processes and data is shared to supporting applications.
Consultant Experience Consultants have multiple project experience and can do multiple roles.
Consultants know Information Management principals and are not just focused on technology which ensures best practices are implemented.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
2012 North American Partner of the Year Communications, Media & Entertainment Industry Solution (CRM)
2011 Oracle Titan Award Energy and Utilities Industry Solution (CRM)
2011 Oracle Titan Award Education Solution
2010 Oracle Titan Award Financial Services & Insurance Industry Solution (CRM)
2010 Oracle Titan Award Financial Management Solution
2006 Oracle Titan Award Partner of the Year – SMB (CRM)
Recognized by Oracle for Implementation Excellence
2014 North American Partner of the Year
Mid-Market (CX)
2014 North American Partner of the Year
Business Intelligence
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 38
Strategic Roadmap to Success
Vision and
Strategy
Success
Metrics
Sponsorship
and
Governance
User Adoption
and Change
Management
Technology
And Data
Process
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SOME EXPERIENCES ARE WORTH TAKING HOME…
For YOUR Copy Of The Oracle Roadmap To ModernTM #R2M
RoadmapToModern.com