1. Digital Transformation
Confidential – Oracle Internal/Restricted/Highly Restricted
Customer-Centric
Digital Transformation
Joe Fuster Global Head CX Cloud Cloud Business Group October 23, 2018
Presenting

2. Business Performance Improvement
Cloud Born, Cloud Living

3. Chief Technology Officer
Speaker
About Me
Previously at Dell and Vodafone
15 years experience in CRM
Lead over 100 CX Deployments
Presently Chief Technology Officer at BPI OnDemand
Michael Taylor
Chief Technology Officer
BPI OnDemand

4. About BPI OnDemand

5. Who are we?
We are Business Performance Improvement, specialists across Sales, Marketing & Customer Service Automation
No.1 Oracle CX Partner Globally
300+ Cloud Implementations
Offices based across the globe
Oracle UK & Ireland CX Partner of the Year 2017/2018
Over 80 specialised CX Consultants
Proven Expertise across Sales, Marketing & Service

6. Zero up front cost implementation fee Renewal Driven CX Experts
Business Model:
We strived to bring financial flexibility to SaaS implementations
80+
94%
Zero up front cost implementation fee
Renewal Driven CX Experts
Customer renewal rate
‘Per user per month’ post go live fee
Deep industry coverage and expertise
Added value after go live

7. Where it all began…

8. Way back when… 6 Million Users Didn’t exist yet 1 years old
And one other thing…
What’s that?!
Only in terminator

9. 2008

10. The Challenge

11. Buying Behaviour has changed
Unknown to leads
Commercial teaching
Sales enablement
Lead manage - ment
Customer
insights
Account based marketing
Knowledge manage-ment
Service
Content
Service excellence
Sales
Leads to deals
Quote to Cash
Customer delight
Sales automation
Buying Behaviour has changed
Marketing
End2End experience
Customer satisfaction

12. Challenges
How can we consult on others CX strategy if we aren’t looking after our own?
Can our Sales, Marketing & Service tools scale as our business grows?
Do we implement enterprise tools to set us up for long term success?
How do we practise what we preach?

13. Install base

14. Before: Marketing Lead Development Pipeline Management Quoting
Customer service

15. Today:
Prospects
Customers
Opportunities

16. Content & Experience Cloud

17. Eloqua Marketing Cloud

18. Oracle Sales Cloud

19. Oracle Service Cloud

20. Engagement Cloud
AI /ML
Adoption App - MCS
The Future

21. Thank You

22. Save the Date March 19 – 21, 2019 Mandalay Bay | Las Vegas, NV
Save the Date March 19 – 21, 2019 Las Vegas, NV
Save the Date
March 19 – 21, 2019
Mandalay Bay | Las Vegas, NV
Confidential – Oracle Internal/Restricted/Highly Restricted