#ModernService
Modern Customer Service Summit
2015
WELCOME
Modern Customer Service Summit 2015 Welcome to the Oracle Modern Customer Service Summit Melbourne 2015. As business leaders (and also as consumers ourselves), we all know that the number one reason a customer recommends a business to another customer is still outstanding service. While delivering superior customer service has continued to be a key differentiator for companies, some things have changed forever. Today there are more channels, devices, and technologies. Customers’ behaviours have changed and so have their expectations. To win business and your customers’ loyalty, you have to deliver a modern service experience. Over the course of the Summit you will hear from Oracle customers as they share their stories, best practices and experiences using our Oracle Service Cloud Solutions to drive competitive advantage in their industries. I trust you will enjoy the Modern Customer Service Summit and find it informative and well worth the time invested in attending. Sincerely, Ian McAdam Vice President, Applications Oracle Australia & New Zealand
Free WiFi Available The Modern Customer Service Summit 2015 offers a free WiFi service for our attendees. Login: Hyatt Password: ORACLE
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CONTENTS
Agenda............................................................................................................................ 4
Presentation Abstracts ..................................................................................................... 5
Presenter Profiles ............................................................................................................. 7
Notes ............................................................................................................................ 12
Modern Service: State of the Nation - Are You Delivering?.................................................... 14
State of the Nation Survey ................................................................................................. 15
WIN 1 of 6
DOUBLE
GOLD CLASS
MOVIE VOUCHERS
For your chance to win, simply complete the State of the Nation Survey on the last page, tear off and hand in for your chance to win! Three double movie passes to be drawn in each track.
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11:45am 12:30pm
12:35pm
1:45PM 2:15pm
2:35pm
Registration, Lunch and Tune-Up Bar Welcome and Introduction
Angela Colantuono, General Manager, CRM, Oracle
Oracle Service Cloud Vision
David Hayden, VP Product Management Oracle Service Cloud, Oracle
Customer Service Leadership 2020
YS Lee – APAC Service Cloud Director, Oracle
Afternoon Tea and Tune-Up Bar Track 1 Modern Service Best Practices
Track 2 Modern Service Solutions and Roadmaps
Rebirth of Digital Customer Service
What’s New with Oracle Service Cloud
YS Lee - APAC Service Cloud Director, Oracle
Modern Contact Centre 3:05pm
3:35pm
Arman Masoudi - Solution Consultant ANZ, Service Cloud, Oracle
Let Knowledge Fuel Your Customer Service Organisation Alex Patison - CX Solution Champion Asia Pacific, Oracle
Customer Showcase: Victoria University
Alex Patison - CX Solution Champion Asia Pacific, Oracle
API Integration – Overview
Brett Clifton - SC Director ANZ, Service Cloud, Oracle
Getting More Out of Your Knowledge Base Tanya Paroz - Senior Manager, Client Success APAC, Oracle
Andrew Jago - Manager Admissions Assessment Group, Victoria University
Ask the Experts Live
4:35pm
Prize Draw
Prize Draw
4:45pm
Thought Leader Locknote: Individualisation is the Future of Customer Experience
4:05pm
Kristi Mansfield, Managing Director, Fifth Quadrant
5:25pm
Networking Drinks
6:00pm
Event Close
*Subject to Change
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Tune-Up Bar 12:00pm - 6:00pm
Modern Customer Service Summit
2015
AGENDA
PRESENTATION ABSTRACTS
Oracle Service Cloud Vision David Hayden
Rebirth of Digital Customer Service
VP Product Management Oracle Service Cloud, Oracle Corporation
YS Lee
As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organisation’s success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organisation will face in pursuit of fulfilling their needs. During this keynote presentation, David Hayden will share Oracle’s vision for Modernising your customer service to drive competitive advantage.
The world of business is changing fast. Technology is exploding, mobile devices are everywhere, new communication channels are emerging and social media is mainstream. All of this is combining to forever change the way your customers interact with your business. Customers want answers fast – no matter where they are or what device they are using – and they never want to repeat their story. Delivering great customer experiences across channels can be a primary way to differentiate your brand in this hypercompetitive world. Learn how the Oracle Service Cloud can help you meet your customers’ expectations across channels – in both assisted service and self-service interactions. Your customers will love you for it and your brand will be stronger than ever.
Customer Service Leadership 2020 YS Lee
APAC Service Cloud Director, Oracle Corporation Join Oracle’s, YS Lee, Oracle’s Director of Service Cloud for Asia Pacific, as he shares a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today’s digital disruption head-on, and by utilising modern strategy and capabilities to catapult you and your organisation forward. The pace of technology change, new and emerging support channels, and rapidly changing customer expectations are all putting more and more pressure on today’s customer service and support organisation. This session will peer into the future and predict what customer service might look like in the year 2020.
APAC Service Cloud Director, Oracle Corporation
Modern Contact Centre Arman Masoudi
Solution Consultant ANZ, Service Cloud, Oracle Corporation Learn how to mature your customer engagement strategies to become a modern contact centre organisation that aligns to your customer experiences initiatives across the organisation, and drives sustainable growth and profit for your business. In this session you will discover how to leverage the Oracle Roadmap To Modern strategy framework, to develop alignment between your technology adoption, engagement approaches, and value metrics.
Let Knowledge Fuel Your Customer Service Organisation Alex Patison
CX Solution Champion Asia Pacific, Oracle Corporation Knowledge management (KM) is a foundational aspect of providing a superior customer experience. In this session, you will learn about how to fuel your customer service team with best practice processes, measures, and methodologies required for a successful KM implementation.
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Modern Customer Service Summit
2015
PRESENTATION ABSTRACTS
Customer Showcase: Victoria University
Getting More Out of Your Knowledge Base
Andrew Jago
Tanya Paroz
Join this session to see selected Oracle Service Cloud customers demonstrate how they leverage the Oracle Service Cloud to deliver better customer experiences and increase productivity and effectiveness. Learn how each customer has adapted Oracle Service Cloud to meet their unique needs and how they deliver measurable benefits to their service organisation.
Supporting every approach that your customers might take to get their service questions answered gets harder by the day due to the constant proliferation of internet-connected devices of every shape, size, and input method. How do you deliver a high-quality service experience without getting overwhelmed by the possibilities versus the probabilities? In this session, we’ll explore how to get the most out of your knowledge base and outline tips and best practices
Manager Admissions Assessment Group, Victoria University
What’s New with Oracle Service Cloud Alex Patison
CX Solution Champion Asia Pacific, Oracle Corporation Join this session to see the latest & greatest functionality recently released for Oracle Service Cloud customers. Join Alex Patison as he demonstrates how to leverage these new features within Oracle Service Cloud to deliver better customer experiences and increase productivity and effectiveness.
API Integration – Overview Brett Clifton
SC Director ANZ, Service Cloud, Oracle Corporation Every year, customers share hundreds of billions of messages about products and services that can influence your customer’s perceptions, for better or worse. Learn how Oracle Service Cloud offers integration with many popular sites through the use of APIs. Learn how API integration can provide relevant messages across a myriad of global sources.
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Senior Manager, Service Cloud Client Success APAC, Oracle Corporation
Ask The Experts: Live Do you have a burning question around Modern Customer Service? Or around your organisations use of Service Cloud? Join us at the Ask The Experts Live session and ask a question from our panel of experts. Learn how to make the most out your investment in Oracle Service Cloud.
Locknote Presentation: Individualisation is the Future of Customer Experience Kristi Mansfield
Managing Director, Fifth Quadrant Customer experience has moved from mass segmentation to segment of one and now to individualisation. Join Kristi Mansfield in this session as she explores some of the key components of individualisation including: Quantifiable Self, Wearable Tech, Co-creation & Augmented Reality.
PRESENTER PROFILES
Kristi Mansfield
Managing Director, Fifth Quadrant Kristi Mansfield is the Managing Director of Fifth Quadrant, a Customer Experience Strategy, Design, Research & Analyst management consulting company and founder of Greenstone Group, an impact investment advisory firm. Kristi leads Fifth Quadrant’s team of customer experience strategy, research, design and innovation consultants who work with clients to better understand the customer, design the future customer experience and operationalise CX strategy through people, process and technology. She is an influential social innovator and commentator on collaboration and social impact, design thinking for social innovation and entrepreneurialism. She is an experienced speaker on the Future of Customer Experience and innovation. Kristi is a published author and media commentator on social investment and entrepreneurship. She sits on four boards including The Stella Prize, the Australian Women Donors Network, SharingStories and the NSW Government’s Family and Community Services Advisory Board for Social Investment. Through her philanthropy and social investment advisory firm, she has brokered more than $30 million to projects around the world primarily to disadvantaged communities. Follow Kristi on twitter on @kristimansfield
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Modern Customer Service Summit
2015
PRESENTER PROFILES
David Hayden
VP Product Management Oracle Service Cloud, Oracle Corporation David Hayden is Vice President of Product Management for the Oracle Service Cloud, where he is responsible for overall product direction, roadmap, and the product management organisation. Before running product management for the Oracle Service Cloud, David helped define Oracle’s CX portfolio strategy and led M&A, Product Strategy and Corporate Development for RightNow Technologies prior to its $1.5 billion acquisition by Oracle. Prior to RightNow, David worked in investment banking where he specialised in M&A, leveraged buyouts and private equity at Alex. Brown, Citigroup, and Rosetta Partners. In addition to leadership roles in investment banking, private equity and software development companies, David was CFO and Regional Coordinator for ACTED, the largest UN and USAIDfunded emergency relief organisation in Afghanistan. David earned his degree in Finance and Operations and Manufacturing from Washington University’s Olin Business School. David and his wife Victoria live in Bozeman, Montana with their four boys Wesley, Lucius, Liam and Tristan, all under 6 years old. Follow David on twitter @haydendavid
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YS Lee
Director Oracle Service Cloud, Asia Pacific, Oracle Corporation Yong Sheng Lee, also known as YS Lee, is Asia Pacific Director for Service Cloud at Oracle Corporation. YS is responsible for driving the growth of Oracle SaaS Customer Service offerings in the region. YS joined Oracle in 2012 as part of the RightNow Technologies acquisition, where he was the Sales Director of APAC. YS was responsible for the sales, pre-sales and marketing operation for RightNow in the region. Prior to his tenure at RightNow and Oracle, he held various senior sales and sales management positions with software vendors and IT consulting firms in Australia. YS holds a Computer Science degree from University New South Wales. Follow YS on twitter @YS_syd
Alex Patison
APAC Solution Champion Oracle Service Cloud, Oracle Corporation Alex Patison is the APAC Solution Champion for Oracle Service Cloud (RightNow). Alex was with RightNow Technologies for 5 years before the acquisition of RightNow by Oracle Corporation. Alex continues to work with Oracle Service Cloud (RightNow) with a focus on multichannel customer experience and knowledge management. Alex Patison is based in Sydney, Australia, and has worked on Customer Experience activities for a range of clients including Qantas, Optus (Australia), Telecom New Zealand, Vodafone NZ, Nikon (Singapore), Make My Trip (India) as well as public sector agencies such as Department of Immigration (Australia), and many universities across Australia and New Zealand including LaTrobe University (Australia), University of New England (Australia), and the University of Wellington (NZ). Follow Alex on twitter @alexpatison
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Modern Customer Service Summit
2015
PRESENTER PROFILES
Arman Masoudi
Solution Consultant ANZ, Service Cloud, Oracle Corporation Arman Masoudi is a Principal CX Solution Consultant at Oracle. Arman has 15 years of experience in IT and Cloud solutions. Over the last 5 years, Arman has been helping organisations in reshaping their customer experience strategy to achieve competitive advantage in the market. Follow Arman on twitter @armanmasoudi
Brett Clifton
SC Director ANZ, Service Cloud, Oracle Corporation Brett brings over 18+ years of industry experience in the digital content management and customer marketing space. Brett possesses a wealth of content management and digital marketing experience along with experience fostering customer relationships with existing clients. Brett has provided thought leadership to simply articulate benefits of solutions and is a trusted advisor with key clients including National Australia Bank, HSBC, Qantas and the NSW Government.
Tanya Paroz
Senior Manager, Customer Success - Service Cloud APAC, Oracle Corporation Tanya Paroz leads the Oracle Service Cloud customer success enablement team to focus on deep customer relationships and advocacy, ensuring business alignment and solution optimisation. Previously, Tanya was managing a global customer support and service team who used RightNow for their self-service and support platform. She was so passionate about the tool that she came across to join RightNow Technologies prior to the acquisition by Oracle Corporation. Tanya is based in Melbourne, Australia, and has worked with a broad range of Oracle Service Cloud customers including National Australia Bank, Commonwealth Bank of Australia, Qantas, Optus Communications and New Zealand Post. Tanya has over 10 years’ SaaS experience working in a broad range of industries and countries and over 15 years’ experience in customer experience and service delivery.
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NOTES
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2015
Modern Customer Service Summit NOTES
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Modern Customer Service: Are You Delivering? State of the Nation Survey
We all know that today’s customers demand instant access to information and transactional capabilities when they want them. We know they are savvy when it comes to making purchase decisions, and are not afraid to make a change if a company no longer meets their expectations. Customers want simple, consistent, and relevant experiences across all channels, touchpoints, and devices. Creating a great customer experience means delivering these qualities consistently over time across the entire customer lifecycle. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Oracle is conducting a State of the Nation Modern Customer Experience Survey. This is your chance to participate in the survey and see how your organisation rates against other Australian businesses. Take part in this Australian only survey and see how you compare to other businesses on: • The financial impact of the customer experience • The challenges businesses face delivering great customer experiences • The types of programs and initiatives that have been most effective in delivering results • Where businesses are investing to improve the customer experience All State of the Nation Survey participants will receive a complimentary copy of the report and go into the draw to WIN ONE of SIX Event Cinemas Gold Class Double Movie Passes. To participate in this survey, simply complete the questions on the next page, tear off and hand in before the last track session.
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Modern Customer Service: Are You Delivering? State of the Nation Survey Modern Customer Service Summit 2015 28th April, 2015 Park Hyatt, Melbourne All State of the Nation Survey participants will receive a complimentary copy of the report and go into the draw to win ONE of SIX Event Cinemas Gold Class Double Movie Passes*
Please provide your personal and organisation details (ensure all fields are complete). First Name:
Surname:
Company:
Job Title:
Mobile:
Email: Yes, I would like to receive future emails on Oracle Products, Services and Events
Yes, I would like a copy of the slides presented today
Q1 - What industry best reflects your organisation? (Please tick one) Banking Hospitality Media
Superannuation Transportation
Education
Professional Services
Technology
Retail
Telecommunications Utilities
Insurance
Government Manufacturing
Travel
Other: ____________________________________________________________________________________________
Q2 - Is your business ... (Please tick one) Business to Business (B2B)
Business to Consumer (B2C)
Both B2B & B2C
Government
Q3 - What’s the number of full time employees in your organisation? (Please tick one) Under 100
100-500
500 - 1000
1000+
Unsure
Q4 - Which one department/area of your business has been the greatest driving force behind transforming your customer experience? (Please tick one) C-level leadership
Customer Experience
Customer Service
Human Resources
IT Marketing / Advertising / Branding Sales Web Experience / eCommerce Other: ___________________________________________________________________
Q5 - What are the top business objectives behind your company’s desire to improve the customer experience? (Please choose up to three answers) To differentiate our brand from our competitors To convert more prospects/visitors into customers
To be more efficient -produce more with less effort/reduce costs To increase the number of advocates of our brand
To increase sales from existing customers
To maintain our competitive position
To retain existing customers and breed loyalty
Unsure
Q6 - Which of the following is the top priority of your organisation’s customer experience program over the next 12 months? (Please choose up to three answers) Improving the online customer purchase and / or service experience Adding or improving the social experience
Improving the cross-channel customer experience
Improving customer data management and analytics
Adding or improving the mobile experience
Improving the in-store customer experience
*The winners of the competition will be drawn and announced at the end of the last track session. Three double movie passes to be drawn in each track. You must be present to win. If you do not wish to be in the prize draw, please mark form with a ‘X’ on the top right. LTPM/14/000657.
Q7 - Which of the following technologies does your organisation plan to deploy or upgrade within the next two years to improve the customer experience? (Please tick all that apply) Consistent Experience Across Channels
Analytic tools for understanding customer behaviour
Web experience management solution
Self service capability on the Website eCommerce solution Online chat Knowledge management solution Loyalty management Social media marketing Social media monitoring Field service solution Unsure Other: ____________________
Integrated, multi-channel customer view
Q8 - Please select the most successful customer experience projects your company has implemented. (Please choose up to three answers) Creating a customer experience officer position (or similar)
Integrating social media platforms with other channels
Implementing a service level agreement (SLA) with customer contracts
Implementing specific technologies to improve customer service
Formalising a Voice of the Customer program (collecting feedback, institutionalising a ‘listen to the customer’ program)
Building a specific goal in executive and employee performance evaluations for customer experience measurement improvement
Building a training program and incentives for employees to improve customer experiences
Updating company core values to improve the customer experience as a whole
Integrating siloed customer information
Developing customer personas to understand the types or segments you have
Q9 - What is your organisation’s capability for the following customer experience initiatives? Already Planning to No Plans Implemented implement
Regular (at least annual) customer satisfaction surveys Customer loyalty / rewards programs Ongoing customer experience training for employees Monetary incentives for employees with the best customer service ratings Social media channels for customer sales / service The ability to offer different experiences to customers based on their specific needs A Voice of the Customer Program (Feedback monitoring tools) A single cross-organisational customer experience metric
Q10 - What are the biggest obstacles your organisation faces in delivering the best possible customer experience?(Please choose up to three answers) Lack of a clear customer experience strategy or executive commitment
Limitations of inflexible or outdated technology
Siloed systems preventing the easy sharing of information across all touch points
Lack of money allocated to customer experience initiative
Inability to translate customer feedback into actionable intelligence
Don’t have a consolidated, accurate, 360 degree customer view across all touch points
Difficulty regularly tracking performance measures and customer feedback Employees don’t have the right information or solutions to deliver personalised experiences
Siloed organisations and sometimes conflicting KPIs / incentives between different channels or business units None of the above
Q11 - As a scale from 1 to 10, what would you estimate to be the potential annual revenue loss to your organisation as a result of not offering a positive consistent customer experience? (Please use 0 if not sure) Low - We are unconcerned
Medium - We are somewhat concerned
High - We are very Concerned
0 1 2 3 4 5 6 7 8 9 10 Thank you for completing the survey - please return to event staff when asked. A copy of the State of the Nation report will be sent to you in June 2015. Thank you for participating in this survey.