1. Connecting Tomorrow’s Customer Experience, Today
The Experience Economy
October 2018

2. The Connected Customer Journey…
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The Customer Journey has been around for a long time and companies have done a good job of optimizing the known interaction points across it.
Optimizing the website
Automating Marketing communications
Streamlining eCommerce
Driving efficiencies in instore POS systems
Implementing and improving contact centers to better help customers
Monitoring the usage of the products you sell
Creating Loyalty programs to connect with your most valuable customers
So, we know the “knowns” really well and have optimized our processes around them with marketing clouds, service clouds, commerce clouds, sales clouds, loyalty clouds, etc.
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3. …Is Dead….Unpredictability (in real-time) is the new normal
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But, today, the idea of a “customer journey” is dead…
Because your customer don’t see a journey, they see a brand experience.
They are constantly in motion and expect an experience that is real-time, personalized and contextual. The way they interact with a brand is no longer predictable and they now, more than ever, expect an immediate and relevant experience each and every time they interact with you.
So, the problem of understanding your customers has only become more challenging. This introduces real problems for the traditional CRM-centric customer journey.
But this has become the new normal….

4. Ease of accessing service – Virtual Assistants
Re-active service model due to lack of customer knowledge !
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How many of your customers do their own troubleshooting prior to calling your service deck?
73%
of US online adults say that valuing their time is the most important thing a company can do to provide good online customer experience
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6. Making the best offers – AI & Digital Sales Assistant!
Missed upsell opportunities at service interactions
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How many of your service agents know when to present the next best product for the customer they are helping?
$62B
Lost in sales due to poor customer service in the US — and £11 billion ($14 billion) in lost sales in the UK.
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7. Copyright © 2018, Oracle and/or its affiliates. All rights reserved
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8. Other use cases – Digital Assistant Platform
How effective are your marketing campaigns at knowing what your best customers want?
30%
While three-quarters (75%) of organizations believe themselves to be customer-centric, only 30% of consumers agree
Lost expansion opportunities of high-potential customers due to lack of targeting
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Use !
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10. Improve Customer Satisfaction and Grow Customer Lifetime Value By winning the Battle for the Connected Customer Experience
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You are then able to react and respond to the unknowns and to optimize the way you engage with your customers at each and every moment
By winning the Battle of today’s unpredictable Customer Experience, the results are Improved Customer Satisfaction and Growth in Customer Lifetime Value
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11. So How Does it Work? Entities and Intents
“Things” in the systems – data, workflow, anything exposed as an API
A service video in knowledge tagged with “replace, battery, keyfob”
A service appointment
Intents
“Actions” to be taken – records to be created, processes to be executed, questions to be answered
“How do I replace the battery in my keyfob?” or “My keyfob isn’t working”
“When is my service appointment scheduled for?”
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12. So How Does it Work? Entities and Intents
Replaceable inputs and outputs of the questions/statements and responses
Input entities are inputs to API calls and object queries
Output entities are the result of operations that are inserted into the responses
Intents
Uses AI and Machine Learning to resolve questions and statements into programmatic actions
Responses are coded and entities filled in based on programmatic responses
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13. Thank you