cloud excellence for customer experience, daniel burian, oracle @ saas day, 15.10.2014, warsaw

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Connecting every interaction across every channel

Daniel Burian CX Sales Consulting Manager CEE+CAT

Oracle Confidential – Internal/Restricted/Highly Restricted

Cloud Excellence for Customer Experience

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3

social

mobile

y-gen

self discovery

buying

learning

targets

choice

value

expectation

information

Your Customer has

CHANGED


How Customer Advocacy Has Affected Us

94%

Oracle Confidential – Internal/Restricted/Highly Restricted 4

CUSTOMERS TAKE CONTROL

of consumers will pay more for a better customer experience

1% of consumers feel their expectations for a good experience are met

89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile


Still, doing this well results in revenue upside

$1.6 billion wireless service provider


$1.4 billion airline

$729 million hotel chain

$ 825 million credit card provider

Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)

Growth (indexed)

Years 5 10 15 20 25

100

200

300

400

500

Loyalty Leader

Average

How is Net Promoter Score℠ related to growth?

Source: Bain & Company: How is Net Promoter Score℠ related to growth?


Impact


Survey of Executives Shows Substantial Risks

20% potential revenue loss for not offering positive, consistent customer experience


Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand

CUSTOMER BRAND


Customer Experience Journey Mapping


Oracle provides methodology you can explore (designingcx.com)


Globalizations and Statutory Localizations


Oracle CX Complete Customer Experience Platform

Oracle Marketing

Cloud

Integrated Customer Experience Foundation

Integrated Customer Experience Foundation

Social Network Mobile Integrations

Globalizations and Statutory Localizations

Oracle Sales Cloud

Oracle CPQ

Cloud

Oracle Commerce

Oracle Service Cloud

Oracle Social Cloud

Analytic KPIs & Dashboards

Predictive Analytics


Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer

Tailored for Industries

Best Practices for Competitive Advantage and lower TCO

Insightful and Extensible

1

3

2

4

Drive greater business value deliver pre-built business

processes across silos Modern

Empowered Customer

Cross-Channel

Extend solution, use Dynamic CX profile and Integrate to the Enterprise

Oracle Customer Experience Enabled in the Cloud


Social • Social Insights • Personalized Interaction • Social Service • Revenue Growth


1. Complete Broadest solution capabilities to support your customers’ journey

Service • Customer Engagement • Agent Empowerment • Agile Customer Service

Commerce • Dynamic experience • Scalable • Business Friendly

Sales • Easy and Adaptable Selling • Customer Insight • Mobility and Productive Selling • Collaborative Selling • Pipeline Building

Marketing • Social Marketing • Modern Marketing Content • B2B and B2C Lead Generation • Customer/Prospect Profile

Sales Service

Marketing Social

CPQ Commerce

CPQ • Sell more with effective cross-sell

/upsell. • Sell faster • Sell profitably


Results Being Realized by World-Class Companies

175%

50%

30%

Increase in revenue attributed to marketing

customer response rates to campaign

New customer growth

Head of Marketing

Head of Sales

Head of Sales Ops

Head of Commerce

Head of Service

Head of Social

20% Growth in year-to-

year revenue

95% Reduction in time to

create reports

50% Gain in product

penetration

$5.5M in contribution

margin

30%

increase in ASP

8 minutes from prospect discussion to

signature via iPad

56% increase in online

sales

10-60% increase in avg.

order value

5-10X Faster time to

market

$350K-$5M Annual Savings

45% Jump in new

orders

40% Drop in tech

support inquiries

$M Saved by preventing

PR crisis

20X social follower

growth, 5x social engagement growth

2X Faster customer

acquisition


One Experience

2. Cross Channel


We integrate the cross-channel journey that your customers experience

Sales Service

Marketing Social

CPQ Commerce

Powerful Integration to create Customer Intimacy

Example integrations Marketing/Sales Cloud Services/Social Cloud Commerce/Social Cloud Social/Marketing Cloud

Unique value of CX integrations Higher sales revenue Greater customer retention/loyalty Reduced time to market and results Lower cost and improved value of using unified suite

Delivered and planned Integrations Over 37 cross-channel integrations developed 11+ cross-channel integrations planned for FY15 Integrations to 120+ Application Marketplace partners


Leverage CX platform for Competitive Advantage

Dynamic CX profile Preconfigured CX profile covers:

Ability to extend or build your own

Ability to Extend CX applications and Build Your Own Compose UI and data structures in Fusion; extend with

Oracle or other PaaS providers. Leverage Groovy and Java for custom applications

Ease of Leveraging Investments made in Enterprise Integrate on-premise with cloud applications to efficiently

automate key business processes Powerful Business Intelligence across Customer Journey Analytics included with CX applications or consolidate with

Oracle Analytics Cloud (coming soon)

3. Insightful and Extensible Know your Customers; Integrate and Extend your CX platform

• Customers • Accounts • Contacts

• Sales • Locations • Preferences

• Leads • Orders • Partners


4. Tailored for Industries Reference Architectures /Blueprints to Accelerate Adoption & Time to Value

Pre-built with best practices for your business needs

Enhanced View of Industry Solution

• Enhanced ability to see how Oracle products address your industry-specific Customer Experience initiatives

Blueprint for Each Industry

• Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)

Accelerated Customer Deployment

• Superior ability for Consulting partners to speed deployment through: – Reference configurations – Integrations – Industry best practices


89 Billion emails per year

1 Billion Orchestrated experiences

1.5 Petabytes of data stored

16 Oracle Confidential – Restricted

World-Class Brands Delivering Individual Experiences at Scale


The Oracle Marketing Cloud

• Data Management Platform

• Cross-Channel Marketing

• Social Marketing

• Content Marketing

• Oracle Marketing App-Cloud and

Data Partners

• Oracle Marketing Cloud Analytics

WEB MOBILE SOCIAL EMAIL COMMERCE SALES DISPLAY

Unify Data

Engage Audiences

Analyze Performance

Marketing Simplicity. Customer Centricity. Enterprise Ready.


Modern Selling Imperatives Core Strategies to Improve Effectiveness With New Buyer

Knowledge is the only ticket to early buyer engagement

Sales must master modern selling techniques

New productivity paradigm: Everything is Mobile

Managers need to bring science to the art of selling

1

2

3

4


Sell More, Know More, Grow More

Modern Sales in the Cloud

Fast & Easy Easy to deploy, easy to

use, easy to adapt

Mobile & Productive

Complete mobility drives sales results

Insight Driven

Pipeline Building

Modern selling tools to drive demand across all channels

Collaborative

Integrated communication, coaching and team selling drive productivity

Powerful analytics optimize sales performance 1

2

4

3

5


Mobile & Productive with Oracle Sales Cloud

Sell anywhere, anytime, any device

• More selling time with fully mobile solution

• Improve deal velocity and margin through integrated pricing, quoting and contracts

• Enhanced productivity through deep integration with modern mobile apps

• Update pipeline, forecasts, and key accounts

• Manage your business on the go

"We are seeing 50% improvement in our product penetration.”

Complete Mobility drives Sales Results


Collaborative – Oracle Social Network

Grow More Rainmakers in your Org

• Intelligent coaching built into the sales process

• Faster and effective execution through social collaboration

• Complex and complete account management

Integrated Communication, Coaching and Team Selling drive Productivity

“Oracle Social Network is tightly integrated with Oracle’s cloud applications, including Oracle Sales, Human Capital Management, and ERP cloud services.”


What Is the Real Sales Rep Nightmare? Processing of Customer Quote

Pricing and Quoting Ensure consistent application of pricing and discounting rules, and automatically generate customer-friendly quotes in multiple formats

Workflow Approvals Route orders for review & approval, ensure 100% accuracy and eliminate approval bottlenecks with automated workflow

Proposal Generator Create, customize and brand proposals for sales reps, channel partners or sales channels, and customers

Channel Management Standardize and enhance the sales process for channel partners, VARs and distributors

Product Configurator Ensure 100% accurate quotes and orders and eliminate data entry errors

Contract Execution Automate contracts, route contracts for approvals and signatures, store contracts with accounts or opportunities and analyze trends

Order Execution Eliminate manual and repeated data entry into multiple systems

Guided Selling Guide users to the optimal products and options based on customer needs with guided selling functionality

Reporting Improve quote management, forecasting, and product management with better information and insights


PRESENT & PURPOSE

ORDER & FULFILL

REPORT & ANALYZE

PRICE & QUOTE

SELECT & CONFIGURE

+ - X =

Mission critical sales process Oracle CPQ Cloud

24

Dir

ect

Sal

es

Channel Partners

Customers

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 25

Oracle CPQ Cloud Customers

HARDWARE TELECOM SOFTWARE INDUSTRIAL

CONSUMER SERVICES MEDIA MED | LIFE SCIENCE FINANCIAL

http://www.google.com/url?sa=i&rct=j&q=red+hat+logo&source=images&cd=&cad=rja&docid=b3-VHx7f5KcBGM&tbnid=-JMF4jd-K2XgaM:&ved=0CAUQjRw&url=http://learnlinuxbasics.blogspot.com/2011/11/red-hat-ceo-google-facebook-owe-it-all.html&ei=puITUdCCKcWY0QG4_YDIBw&bvm=bv.42080656,d.dmQ&psig=AFQjCNFgsJhHBSn0WZ79epSpctkXd3NGDQ&ust=1360344096030892

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=wmutuGHH1n7ZaM&tbnid=8nscur7puJHpuM:&ved=0CAUQjRw&url=http://localvox.com/solutions/agencies-resellers/&ei=eCfDU4qoJMa58gG3l4GQDQ&bvm=bv.70810081,d.b2U&psig=AFQjCNGOvzPDklEtVnqbZB7WWL5ntU0LWw&ust=1405384942943827


Proven Enterprise Results

117% growth in revenue

400% increase in sales with only a 50% increase in support

3% increase in market share – year 1

75% reduction in quote cycle time

0% error rate (down from 70%)

3% improvement in net margin rate – year 1

40% reduction in sales and customer service teams

$5.5MM in contribution margin

Weeks into Days (decreased quote-to-cash time)

10x increase in quotes per month

Days into seconds (time to produce large proposals)

>65% reduction in labor time per quote

93% reduction in order processing time

8 minutes from prospect conversation to signature via iPad

20% faster decision making on approvals

26

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 27

Oracle Service Cloud

Cross-Channel CRM

Engage Customers

Make it easy for customers to engage with your brand

1 2

Empower Employees

Make it easy to serve customers

3

Adapt Quickly Easily adapt to the changing needs of your business


Multi-Channel & Cross-Channel

28


Modern Customer Service Delivers Results Why Invest Now?

20% more volume with same agents

Engage Customers Empower Employees Adapt Quickly

1,000s of suppliers connected efficiently

45% jump in new orders, 15% rise in existing sales

30% chat conversions, 20% rise in order size

Chat with 360o view increases NPS

40% drop in inquiries with web, social support

21% conversions with chat 225% jump in self-service

launched x-channel

2 days to hrs for email resp.

High levels of support without expanding staff despite 10x

increase in business

Eliminate unnecessary technology to cut costs and increase funds spent on

helping children

https://www.hautelook.com/support

http://help.walmart.com/

http://www.photobox.co.uk/content/help/contact-us

http://drugstore.custhelp.com/

https://support.ideeli.com/

http://support.rakuten.com/


Oracle Social Cloud - Social Engagement and Monitoring

• Understand what is important to your customers

• Engage with your customers across channels

• Auto-categorize signals and take action for appropriate business functions


Oracle Social Cloud - Social Marketing

• Establish, build and grow brands via Social Media

• Increase customer relevance across paid, owned and earned media

• Integrate social seamlessly to your traditional marketing channels


Oracle Social Cloud Customers

Global Customers; Diverse Markets: o CPG o Media o QSR/Restaurant o Technology o Financial o Resort/Hotel o Beverage o Retail

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=STQmplVUuUGChM&tbnid=s4YFvDN7La6p7M:&ved=0CAgQjRwwAA&url=http://goodlogo.com/extended.info/taco-bell-logo-2934&ei=WeGoUf-HDM7xigKosoHABA&psig=AFQjCNGBJ06AFBRS0UL1ZosJlVucv9FyEg&ust=1370108633244093

http://www.google.com/url?sa=i&rct=j&q=Johnson+&+Johnson+Logo&source=images&cd=&cad=rja&docid=PIBgn4JKkcJOlM&tbnid=XP60Rm8jnWUb_M:&ved=0CAUQjRw&url=http://www.newsytype.com/5379-johnson-johnson-bribery-fine/&ei=P-aoUb3eLY6m9gSRroHwBw&bvm=bv.47244034,d.eWU&psig=AFQjCNH8C3jIi0hV_iTYoptuS-Fpe72_UQ&ust=1370109868777100


Oracle’s Cloud Leadership

21,500,000+ End Cloud Users

13 Global Data Centers

Cloud Customers In

34 Languages

Cloud Customers in

180+ Countries

10,000+ Cloud Enterprise Customers

2,100+ Cloud CX Customers


Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer

Tailored for Industries

Best Practices for Competitive Advantage and lower TCO

Insightful and Extensible

1

3

2

4

Drive greater business value deliver pre-built business

processes across silos Modern

Empowered Customer

Cross-Channel

Extend solution, use Dynamic CX profile and Integrate to the Enterprise

Oracle Customer Experience Enabled in the Cloud