DijitalleşmeÇağındaMüşteri Deneyimi için Ne Yapmalıyım · Title: How to Use the PowerPoint...
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Dijitalleşme Çağında Müşteri Deneyimi için Ne Yapmalıyım? Sırma Nutku İş Uygulamaları Satış Danışmanlığı Yöneticisi İş Uygulamaları Kasım 8, 2016
Transcript of DijitalleşmeÇağındaMüşteri Deneyimi için Ne Yapmalıyım · Title: How to Use the PowerPoint...
Dijitalleşme Çağında MüşteriDeneyimi için Ne Yapmalıyım?
Sırma Nutku
İş Uygulamaları Satış Danışmanlığı Yöneticisi
İş Uygulamaları
Kasım 8, 2016
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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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GartnerTop 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change'
By 2018, digital business will require 50% fewer business process workers and 500% more key digital business jobs, compared with traditional models.
50%
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social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
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Today’s CustomersExpect toConnect via Digital…Anytime
Anywhere
Any Device
We see a rise in adoption across all self-service communication channels — not only web or mobile self-service. Online forums/community jump from 31% to 56% between 2012 and 2015. Online chat adoption by consumers rose from 38% in 2009 to 58% on 2015. - Forrester
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Example Customer Journey
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Customer Need& Product Research
Timely First Engagement
Personalised Clientelling
RelevantRecommendations
Product Issue
Efficient Self Service
Assisted Service
Social Advocacy
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3
4
6
8
9
7
Buy
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Oracle Digital Approach
• DEFINE KEY STORIES TO DESCRIBE THE DESIRED OUTCOME
• CUSTOMER CENTRICCUSTOMER JOURNEYS
PROTOTYPING SPRINTS
DIGITAL PATTERNS
DIGITAL CAPABILITIES
DIGITAL PLATFORM
• UX DESIGN APPS, PORTALS, SITES
• INNOVATE @ SPEED
• DEFINE REQUIRED PATTERNS
• RE-USE EXISTING DEPLOYMENTS
• MAP THE RIGHT CAPABILITIES TO THE PATTERN
• DEFINE INTERACTIONS
• MAPPING SOLUTION PATTERNS TO PRODUCTS
• INNOVATE @ SCALE
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A DIFFERENT WAY OF ENGAGING
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Simplify
Differentiate
Innovate Digital Innovation
Digital Enablement
Systems of Record
User Experience DrivenMobile FirstTry it & Learn
Shared ServicesCommon Process co-ordinationIntegration
Systems & Apps RationalisationSimplify ITReduce Costs
Gartner Pace-Layered Application Strategy
Digital Platform: Architecture Principles
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Oracle CX Cloud SuiteCX Industry Solutions
Data Management
Analytics & Data
Visualization
Application Development
Content & Collaboration
Process & Integration
Identity & Security
Unified CX Platform
CX Cloud Apps
Oracle Commerce Cloud
Oracle Sales Cloud
Oracle CPQ Cloud
Oracle Service Cloud
Oracle Social Cloud
Oracle CX Marketplace
Oracle Marketing Cloud
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Complete.Innovative.
Proven.
Sales Performance Management
PartnerRelationshipManagement
Customer Data Management
Configure-Price-Quote
Sales Analytics / Insights
Contract Lifecycle Management
Sales Force Automation
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Breadth of Solution: > any other vendor
Innovations: Verticals, mobile, BI > any other vendor
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Customer Momentum: solid growth with global deployments
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Oracle Sales Cloud
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Consistently Support Digital Customers Anytime, Anywhere
• Web & Mobile Self-Service
• Live Chat
• Email Management
• Social Customer Service
• New Channels (IoT, Video, messaging, etc.)
• Intelligent Knowledge
• Customer Feedback
• Analytical Insight
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• 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 email, chat, co-browse, CTI
• Knowledge Management with natural language search and recommended answers
• IoT connected devices and products to deliver proactive service experiences
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Unified Sales and Service
Oracle Engagement Cloud NEW
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Not cloud
Not cloud
Oracle has the only completeCustomer Experience Suite on the market.
Source: Take Two Roads to Digital Experience Success, Ted Schadler, Forrester, February 1, 2016
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Example CX Cloud Customers
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Example CX Cloud Customers in Turkey
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