cx @ capgemini oow debrief arjan kramer
TRANSCRIPT
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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!!!
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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.