Sponsored Content, May 2014
Today’s mobile, social, and multichannel world creates challenges to better understand, engage, and interact with customers—and significant opportunities for companies that get it right. Stephanie Arnette, managing director, Accenture Customer Experience for Oracle, discusses how Accenture Solutions for Oracle Customer Experience (Oracle CX) can help define and accelerate your digital transformation, with less cost and risk.
Q: What trends are you seeing in the area of customer experience?
A: We’ve seen a shift in corporate priorities, from a strong emphasis on optimizing internal processes and efficiencies in the CRM space, to a greater focus on the consumer’s point of view. Our clients want to know how they can leverage the massive quantities of available data to better understand their customers, provide enhanced and personalized service, execute targeted marketing programs, and effectively reward customer loyalty with consistency across all touch points.
Q: What are the key considerations for a company looking to improve its overall customer experience?
A: We believe the process starts with defining a cohesive strategy across the enterprise that helps enable the experience and brand messaging you want to achieve. You need to understand your strengths and weaknesses, and those of your competitors, to drive your priorities and plan. You should look to achieve wins and gain momentum early in your program while measuring results along the way, revising your plan as needed, and always staying in touch with your customers along the journey.
Q: How should company leaders select a customer experience service provider?
A: Executives should seek a partner that not only provides a comprehensive set of offerings that range from strategy to technical implementation—including customer relationship management, commerce, social, mobility, big data, analytics, and digital marketing—but that also helps tailor the customer journey to your unique needs. Additionally, a partner that is flexible and provides services that can quickly scale up or down throughout your journey.
Q: What Oracle CX solutions does Accenture provide?
We offer clients a scalable, industry-specific, enterprise-wide approach that can help transform companies’ “status quo” to reinvent their business performance to grow customer loyalty and wallet
A: Accenture has had a very long and successful partnership with Oracle, and our services have evolved with Oracle’s evolution of CX solutions. We offer a comprehensive list of services across the Oracle CX portfolio. From commerce, marketing, sales, service, and social, we have experience and credentials in both the on-premise and CX cloud solutions. We have an entire practice dedicated to Oracle’s CX solutions and offerings to help accelerate our customers’ digital programs. We offer clients a scalable, industry-specific, enterprise-wide approach that can help transform companies’ “status quo” to reinvent their business performance to grow customer loyalty and wallet share. Additionally, our Accenture Innovation Centers for Oracle demonstrate the “art of the possible” using the latest Oracle platforms in analytics, mobility, customer experience, engineered systems, and technology.
Q: What value does Accenture bring Oracle CX customers?
A: Accenture provides a suite of customer experience offerings and industry-specific capabilities to help define and implement your customer experience strategy. We work with our clients to help address key shifts in customer behavior, use data to develop a more tailored and personalized customer experience, define the customer journey, and help improve customer satisfaction by providing a more consistent and seamless experience across all interaction channels. Accenture and Oracle have a long successful relationship helping clients drive more consistent, high quality cross-channel customer experiences across all touch points. Together, we have teamed globally on numerous customer experience engagements, resulting in innovative joint solutions and successful client service delivery. We offer fast, reliable delivery based on reusable assets and accelerators available across a broad spectrum of Oracle technologies to maximize the value of your existing technology investments. We can tailor our solutions to your company’s needs, such as on-premise or cloud-based sales, service, and marketing implementations, as well as enterprise-wide CX transformation. With more than 52,000 Oracle-skilled professionals, we are one of the largest practices of all Oracle service providers.
Accenture provides end-to-end customer solutions by bringing together industry-specific experience in strategy, digital marketing, Oracle implementations, technology services, and application outsourcing. Here are some of our key Accenture solutions:
CX Strategy – Assessment & Roadmap: Creates the CX strategy and roadmap by assessing and diagnosing strategic capabilities.
CX Blueprinting: Generating customer insight and using it to drive customer interactions requires formalizing the definition of the holistic customer experience across all contact points, products, and services.
Accenture Foundation Platform for Oracle Customer Experience (AFPO for CX): Helps reduce the complexity of Oracle CX projects, accelerating the delivery of your digital transformation while reducing costs.
CX Product Co-Existence and Decision Tree Point of View: Helps make it easier for you to select and move to the correct technologies in places where CX technologies overlap.
Creative/Content Strategy & Design: Helps improve foundational experience design across digital platforms, from strategy to ongoing creative production, using network of agencies approach.
Social: Enables the use of social channels to drive business outcomes across enterprise marketing, sales, and support experiences. We offer a range of social media solutions from strategy through monitoring, sales, customer care, and collaboration.
Voice of the Customer Playbook, Options, and Recommendations: The Voice of the Customer (VOC) is a comprehensive assessment of your customers’ satisfaction with your products and services. The VOC helps provide you with a level of understanding regarding customers’ expectations, needs, and experiences.
Experience Utilization: Helps improve business outcomes from bought and owned digital experience investments through continuous “test, learn, earn” approach.This advertorial was originally published in the May 2014 edition of Profit.
Accenture and Oracle
For more information, please visit www.accenture.com/oracle
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