Dijitalleşme Çağında Müşteri Deneyimi için Ne Yapmalıyım? Sırma Nutku İş Uygulamaları Satış Danışmanlığı Yöneticisi İş Uygulamaları Kasım 8, 2016

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1 Dijitalleşme Çağında Müşteri Deneyimi için Ne Yapmalıyım? Sırma Nutku İş Uygulamaları Satış Danışmanlığı Yöneticisi İş Uygulamaları Kasım 8, 2016

2 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. Copyright 2016, Oracle and/or its affiliates. All rights reserved. 2

3 50% By 2018, digital business will require 50% fewer business process workers and 500% more key digital business jobs, compared with traditional models. Gartner Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change'

4 social mobile y-gen self discovery Your Customer has CHANGED buying learning targets choice value expectation information

5 Today s Customers Expect to Connect via Digital Anytime Anywhere Any Device We see a rise in adoption across all self-service communication channels not only web or mobile selfservice. Online forums/community jump from 31% to 56% between 2012 and Online chat adoption by consumers rose from 38% in 2009 to 58% on Forrester Copyright 2016, Oracle and/or its affiliates. All rights reserved.

6 Example Customer Journey Relevant Recommendations Social Advocacy 8 Personalised Clientelling 5 Assisted Service Buy 2 7 Timely First Engagement 1 Customer Need & Product Research 6 Product Issue Efficient Self Service

7 Oracle Digital Approach CUSTOMER JOURNEYS DEFINE KEY STORIES TO DESCRIBE THE DESIRED OUTCOME CUSTOMER CENTRIC PROTOTYPING SPRINTS UX DESIGN APPS, PORTALS, SITES SPEED DIGITAL PATTERNS DIGITAL CAPABILITIES DIGITAL PLATFORM DEFINE REQUIRED PATTERNS RE-USE EXISTING DEPLOYMENTS MAP THE RIGHT CAPABILITIES TO THE PATTERN DEFINE INTERACTIONS MAPPING SOLUTION PATTERNS TO PRODUCTS SCALE

8 A DIFFERENT WAY OF ENGAGING

9 Digital Platform: Architecture Principles Innovate Digital Innovation User Experience Driven Mobile First Try it & Learn Differentiate Digital Enablement Shared Services Common Process co-ordination Integration Simplify Systems of Record Systems & Apps Rationalisation Simplify IT Reduce Costs Gartner Pace-Layered Application Strategy

10 Oracle CX Cloud Suite CX Industry Solutions CX Cloud Apps Oracle Marketing Cloud Oracle Sales Cloud Oracle CPQ Cloud Oracle Commerce Cloud Oracle Service Cloud Oracle Social Cloud Oracle CX Marketplace Unified CX Platform Data Management Analytics & Data Visualization Application Development Content & Collaboration Process & Integration Identity & Security

11 Sales Performance Management Partner Relationship Management Oracle Sales Cloud 1 Breadth of Solution: > any other vendor Sales Force Automation Complete. Innovative. Proven. Customer Data Management 2 Innovations: Verticals, mobile, BI > any other vendor Contract Lifecycle Management Sales Analytics / Insights Configure- Price-Quote 3 Customer Momentum: solid growth with global deployments 11

12 Consistently Support Digital Customers Anytime, Anywhere Web & Mobile Self-Service Live Chat Management Social Customer Service New Channels (IoT, Video, messaging, etc.) Intelligent Knowledge Customer Feedback Analytical Insight

13 Oracle Engagement Cloud Unified Sales and Service Enable sales to both sell and service for high value transactions Ideal for Retail Banking, B2B Telecom, B2B Automotive, etc. Manage service requests across channels including , chat, co-browse, CTI Knowledge Management with natural language search and recommended answers IoT connected devices and products to deliver proactive service experiences NEW 13

14 Oracle has the only complete Customer Experience Suite on the market. Not cloud Not cloud Source: Take Two Roads to Digital Experience Success, Ted Schadler, Forrester, February 1, 2016

15 Example CX Cloud Customers

16 Example CX Cloud Customers in Turkey 16

17 17