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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
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Business Performance Improvement
Cloud Born, Cloud Living
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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
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About BPI OnDemand
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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
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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
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Where it all began…
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Way back when… 6 Million Users Didn’t exist yet 1 years old
And one other thing… What’s that?! Only in terminator
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2008
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The Challenge
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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
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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?
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Install base
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Before: Marketing Lead Development Pipeline Management Quoting
Customer service
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Today: Prospects Customers Opportunities
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Content & Experience Cloud
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Eloqua Marketing Cloud
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Oracle Sales Cloud
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Oracle Service Cloud
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Engagement Cloud AI /ML Adoption App - MCS The Future
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Thank You
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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
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