1. CX In The Real World
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Chris Hui
Senior Sales Consultant
Oracle Asia Pacific
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2. The Age of the Empowered Consumer
Multichannel World – Multiple Devices - Always On
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3. Technology, Social Driving Behavior Changes
Always Connected
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Always Sharing
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Always Aware

4. POWER HAS SHIFTED
CUSTOMERS ARE EMPOWERED
94%
71%
Mass Media
Internet /One to
One
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of customers seek advice
on banking products and
services from friends, family
or colleagues*
Social / Mobile
44%
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of customers will pay
more for a better
customer experience
of customers use social
media as a source of
product information
* Source: Ernst & Young Global Consumer Banking Survey 2012
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5. 5
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6. The Secret to Profitable, Organic
Growth…Deliver a Customer Experience
(CX) Your Competitors Cannot Match
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7. Across Different Channels
...and Different Functions
NEED / RESEARCH
SELECT
Web
Mobile
Social
In-store
Kiosks
Call center
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PURCHASE
RECEIVE / USE
MAINTAIN /
RECOMMEND

8. But You Are Probably Organized More Like This
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9. The Result…An Inconsistent, Disconnected, Impersonal,
Inefficient and Transactional Customer Experience
“When I go online, I can’t
easily find what I need.
It’s too complicated to
find what’s best for me.”
“Why don’t you show
me something useful
on that screen ?”
Web
“When I clicked the
“Chat Now” the agent
couldn’t see my
application?”
Branch
ATM
“Can’t your agents
see complaints on
Twitter?
Call Center
Mobile
“Wouldn’t it be nice if they
rewarded me for all the
friends I have referred?”
“Why didn’t they send
this mobile coupon I
was still in the branch?
Social
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10. The Customer Lifecycle Journey
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11. DEMONSTRATION
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12. Kim works for Solo Bank in
consumer banking
marketing. She is tasked
with developing a new
campaign to help the bank
expand it’s customer base.
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13. Unhappy
with us
Marketing
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Happy with
us
Sales
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Unhappy
with a
Competitor
Happy with
a
Competitor
Service

14. 14
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15. Meet Aaron, 35 year-old and a
new dad. Aaron has been
wanting to re-organize his
banking accounts for a while but
have been too caught up to do
anything about this …… until
now ….
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16. “Now this driving me mad!!! #VaderBank should get
their act together before charging me late fees!!!”
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17. “Not every bank is like that, here’s what we can offer to
you. Please visit our website
www.solobank.com/nolatefees”
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18. 18
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19. I have successfully
accomplished my target
Unhappy
with a
Competitor
Unhappy
with us
Now lets look at how I prevent my
competition to achieve the same
target
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20. “#SoloBank Can’t remember my password. And it
doesn’t help that I cannot find instructions on password
recovery on your website!”
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21. Approach to Success
 Entire Customer Life Cycle
 All Customer Interaction
Channels
 Consistent Exceptional Delivery
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22. Oracle Customer Experience Portfolio
In Store
Contact Center
Social
Field Service
Mobile
Web
Direct Sales
Oracle
Marketing
Oracle
Commerce
Oracle
Sales
Oracle
Service
Oracle
Social
Channel Sales
Foundational Tools
Oracle Cloud
Infrastructure and
Platform Services
Complete portfolio of best-of-breed
solutions to deliver better customer
experiences
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Oracle Mobile, Portal
and Content Tools
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools
Deployed modularly for discrete
business problems or as a suite of
applications to address touch points
across the customer lifecycle
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Open and standards based,
enabling extension and
integration with existing and
third party solutions

23. Join The Oracle CX Revolution
Read
Watch
youtube.com/OracleCX
Follow
twitter.com/OracleCX
Join
facebook.com/Oracle Customer Experience
Learn
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blogs.oracle.com/CX
oracle.com/CX
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24. Q&A
wai.keung.hui@oracle.com
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25. Reimagine The Experience…
The Experience Revolution
Monday, June 25, 2012 Briefing
New York City Event
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