Contenu connexe Similaire à HPMC 2014 - CX and Mobility showcase - Oracle (20) Plus de Accenture the Netherlands (20) HPMC 2014 - CX and Mobility showcase - Oracle2. Today’s Demonstration
You will play a hands on role as a Global Insurance Customer as you
walk through an end-to-end day in the life scenario.
You will interact with multiple Global Insurance company employees –
all enabled to meet your needs and provide you the best possible
experience.
You will see a lot of Accenture and Oracle technologies working
together to deliver business value – and improve the Global
Insurance Customers’ Experience.
Copyright © 2013 Accenture All rights reserved.
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4. Why are we focusing on Customer Experience?
Customer Experience will be a strategic differentiator for Global Insurance.
Accenture Research
Consumers are leaving their providers more
than ever before
85% of customers said that companies could
Oracle Research
64% of customers said they would stop doing
business with an organization after a poor
customer experience
have done something different to prevent them
from switching
Of those, 91% would go on to buy from a
competing company
48% of customers expect specialized treatment
After a poor customer experience – as many as
49% of consumers will go on to post on a social
network
for being a "good" customer
50% said it is extremely important for
companies to have customer service people
who know their history
… but …
84% of customers are willing to pay more for a
better customer experience
Copyright © 2013 Accenture All rights reserved.
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5. But – the bottom line is…
Customer Experience Leaders Outperform the Market
Copyright © 2013 Accenture All rights reserved.
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6. Our Customer Experience Imperative
Global Insurance strives to be visionary in the insurance industry - differentiated by our focus on
Customer Experience, enabled by technology.
Provide a seamless experience – across all channels
Create opportunities from the
engagement center
from a cost to profit center
Think mobile first –
for customers and the enterprise
Copyright © 2013 Accenture All rights reserved.
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7. The Scale of Mobility
Connected
Devices
9 Billion
9B
World
Population
Mobile
Phones
7 Billion
2 Billion
Smartphones
Credit
Cards
3 Billion
Internet
Users
Cars &
Trucks
6 Billion
2 Billion
1 Billion
Source: GSMA, Nilson Report, United Nation Department of Economic and Social Affairs, Accenture Analysis.
Copyright © 2013 Accenture All rights reserved.
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8. Today’s Day in the Life Scenario
Copyright © 2013 Accenture All rights reserved.
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11. Today’s Day in the Life Scenario
Copyright © 2013 Accenture All rights reserved.
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12. Technology Powering the Demonstration
Products Used
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Oracle ADF Mobile
Oracle ADF
Oracle Policy Automation
Oracle RightNow Cloud Service
Siebel Open UI
Eloqua
Big Data
Oracle SOA Suite
Oracle Identity & Access Manager
Accenture Foundation Platform for Oracle (AFPO)
Oracle Enterprise Linux, Oracle Database, Oracle WebLogic, Oracle Enterprise Manager
Oracle Engineered Systems: Exalytics, Exalogic, Exadata
Copyright © 2013 Accenture All rights reserved.
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