Customer Service
Catalyzing Organization Transformation
Ratnesh Mehra
Director- CX Strategy & Transformation
May 09, 2017
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2
Some Things Haven't Changed In This Modern World
Henry Ford > founder of the Ford Motor Company
“A business absolutely devoted
to service will have only one
worry about profits. They will
be embarrassingly large.”
#1
reason to recommend a company:
is still Outstanding Service*
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Some Thing’s Have Changed Forever
Empowered
Customers
Channels, Devices, Technologies & Behaviors
Digital is
Humanized
1980s
1990s
2000s
2010s
WHAT’S NEXT
Knowledge
Everywhere
Internet of
Things
Harder To Differentiate,
Compete & Win
Mobile as
Primary Channel
Cross-Channel
Service
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Each channel creates the opportunity for
Organizations to build something new
Alternative
Traditional
WebElements
Based
Content
User
Content
Delivery
Elements
Basic
Social
Platforms
Delivery
Elements
Channels
Smart Phone
Tablets
Phone
Email
Desktops/
Laptops
Chat
Game
Mail
Consoles
Periodic table of service elements
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What Customers Expect Has Evolved
And Someone
Will Deliver
On Every Channel






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Access on their terms
Consistent information
A clear path to a Solution
Know Me
Time is the King
Access to their peers
Options
Disruption
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How Organizations need
to use these elements
for Service
Transformation
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Yesterday
Multi
Channel
Service
is Evolving
Knowledge
Silos
Assisted
Service
Today
Omni
Channel
Knowledge
Supported
Self
Service
Tomorrow
Organic
Channels
Knowledge
Driven
Automation
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Engagement
Insight
Disruption
Organic
adjective | or·gan·ic \ȯr-ˈga-nik\
forming an integral
whole from basic
elements
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Omni-Channel Service is Evolving
Customers have moved
beyond a single or even
multiple preferred channels
Web
Web
Often combine service
channels simultaneously
Every combination creates
a unique service experience
Phone
Phone
Organic
Channel
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Chat
Chat
Periodic Table
Table of
of Service
ServiceElements
Elements
Organic Channels Grow out of Fundamental
Basic ElementsElements
Unique Consumer
Created Service
Experience
Differentiated
Service
Experience
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Service Transformation
The platform for the Organic Channels
Organizations need to build a platform
which helps them to deploy any
combinations of channels dynamically
Regardless of what new channel
combinations may occur in the future
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Knowledge Driven
adjective | dri·ven \ driv-uh n
operated, moved, or
controlled from a specific
source of power
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Automation
noun | au·to·ma·tion\ aw-tuh-mey-shuh
operating or controlling a
process by automatic means
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Organic Channels
Knowledge Driven
Automation
Video Chat
Smart Knowledge
Connected Service
Messenger Platforms
Virtual Assistant
Robotics
Intelligent Routing
Adaptive Intelligence
Augmented Reality
Freelance Economy
Dynamic Advice
What’s Next?
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Applications-First,
Hybrid Approach
Web-Scale Data
– Web-Scale Consumer and
Business Data
Decision Science
– Sophisticated Decision Science
with Supervisory Controls
Machine Learning
Outcomes
Smart Offers
& Actions
Best-Fit
Candidates
Best-Value
Freight
Optimized
Payment
Terms
CX Cloud
HCM Cloud
SCM Cloud
ERP Cloud
– Scalable Cloud Infrastructure
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Adaptive Intelligent™ Service
Turn Every Interaction into an Opportunity to Improve Brand Loyalty
Personalized Self Service
Individualized Offers
Dynamic, personalized offers, factoring in real-time
service inquiries, presented in self service portals.
Content Recommendation
Self service made easier with optimized content for the
individual customers/account based on rich set of data.
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Adaptive Intelligent™ Service
Optimize Case Handling Efficiency and Effectiveness with Personalized Actions
Adaptive Case Management
Next Best Actions
Real-time recommendations calculated based on rich set of data to
guide agents and personalize self-service experience.
Best Channel Engagements
Personalized engagement suggestions by channel with
individualized call points and content recommendations.
Knowledge Base Recommendations
Optimized service efficiency with recommendations on best
resolutions.
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Adaptive Intelligent™ Service
Predictive & self-solving Field Service experiences
Predictive Field Service
Predictive scheduling optimizes resources
Optimized scheduling ensure and predict when the right
field service technician shows up at the right time
IoT Failure Prediction
Proactively engage and prevent failures, self-diagnose
issues, automatically remedy and proactively order
service & parts
.
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The Oracle CX Portfolio
ORACLE
MARKETING CLOUD
Web Customer
Service
ORACLE
COMMERCE CLOUD
Cross Channel
Contact Center
ORACLE
SERVICE CLOUD
Knowledge
Management
ORACLE
SALES CLOUD
Policy
Automation
Service Cloud Platform
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ORACLE
SOCIAL CLOUD
Field Service
Management
Customers Across All Industries Depend on Oracle Service Cloud
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