T H E F U T U R E O F C X I N B A N K I N G
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1 CX EXPECTATIONS T H E F U T U R E O F C X I N B A N K I N G
2 F R A N C I S M A C A O N G H U S I n d u s t r y T r a n s f o r m a t i o n O r a c l e
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4 1927 METROPOLIS
5 SPACE ODYSSEY
6 1998 ENEMY OF THE STATE
7 2014 EX MACHINA
8 1989 BACK TO THE FUTURE 2
9 2004 I ROBOT
10 2013 IRON MAN 2
11 2013 IRON MAN 2
12 1982 KNIGHT RIDER
13 2011 MI GHOST PROTOCOL
14 1999 THE MATRIX
15 2002 THE MINORITY REPORT
16 1994 STAR TREK GENERATIONS
17 1990 TOTAL RECALL
18 1982 BLADE RUNNER
19 1995 THE NET
20 2009 TERMINATOR SALVATION
21 T H E E V O L U T I O N O F T EC H N OLOGY I N N OVAT I ON 1960s 1970s 1980s 1990s 2000s 2010s Has little impact, it is a curiousity For academics and has little impact Invades the home and starts to change behaviours It is everywhere connecting us around the globe explosive growth and creating seamless connections Fully integrated into our daily lives
22 I N N O V A T I O N S F O R A FUTURE WORLD NO POVERTY ZERO HUNGER GOOD HEALTH & WELL-BEING QUALITY EDUCATION GENDER EQUALITY CLEAN WATER & SANITATION AFFORDABLE & CLEAN ENERGY DECENT WORK & ECONOMIC GROWTH INDUSTRY, INNOVATION & INFRASTRUCTURE REDUCED INEQUALITIES SUSTAINABLE CITIES & COMMUNITIES RESPONSIBLE CONSUMPTION & PRODUCTION CLIMATE ACTION LIFE BELOW WATER LIFE ON LAND PEACE, JUSTICE & STRONG INSTITUTIONS PARTNERSHIPS FOR THE GOALS
23 I N N O V A T I O N S F O R A FUTURE WORLD
24 I N N O V A T I O N S F O R A FUTURE WORLD
25 I N N O V A T I O N S F O R A FUTURE WORLD
26 I N N O V A T I O N S F O R A FUTURE WORLD
27 I N N O V A T I O N S F O R A FUTURE WORLD
28 I N N O V A T I O N S F O R A FUTURE WORLD
29 I N N O V A T I O N S F O R A FUTURE WORLD
30 L I V I N G I N T H E F U T U R E W O R L D PEOPLE
31 WE ARE DIGITAL
32 OUR ENVIRONMENT IS BECOMING DIGITAL
33 WE WILL BECOME HYBRID
34 WE WILL BECOME HYBRID
35 WE WILL BECOME HYBRID
36 WE WILL BECOME HYBRID
37 WE WILL BECOME HYBRID
38 BW UE T AIRS E T AH LI SL T R Y I N G T O A C H I E V E TRUE? CUSTOMER CENTRICITY
39 W E T A L K A B O U T O U R B U S I N E S S I N REVENUE COSTS
40 W E T A L K A B O U T O U R B U S I N E S S I N REVENUE COSTS
41 W E K N O W J O U R N E Y S A R E COMPLEX
42 W E K N O W J O U R N E Y S A R E COMPLEX
43 B U T W E M A N A G E T H E M A S I F LINEAR NEED SELECT RECEIVE MAINTAIN RESEARCH PURCHASE USE RECOMMEND
44 B U T W E M A N A G E T H E M A S I F LINEAR NEED SELECT RECEIVE MAINTAIN RESEARCH PURCHASE USE RECOMMEND
45 R U N A N D M E A S U R E D I N SILOS CLUBS SECURITY CHAT COMMUNITIES STOREFRONTS CALL CENTRE OUTDOOR VOICE ACTIVATION POS SALES MOBILE REWARDS
46 R U N A N D M E A S U R E D I N SILOS CLUBS SECURITY CHAT COMMUNITIES STOREFRONTS CALL CENTRE OUTDOOR VOICE ACTIVATION POS SALES MOBILE REWARDS
47 CONNECT Get Going Short term goals and wins ENGAGE Get Better Medium term objectives and plans INSPIRE Get Ahead Future mapping and innovation
48 CONNECT Get Going Short term goals and wins ENGAGE Get Better Medium term objectives and plans INSPIRE Get Ahead Future mapping and innovation
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50 WE WANT TO ENJOY OURSELVES CONNEC T AU TOMAT E AU G M E N T
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61 M OMENTS OF T RUTH
62 REMEMBE R W H E N?
63 Copyright 2018, Oracle and/or its affiliates. All rights reserved.
64 PRINT SOCIAL CONTACT CENTER WEB DIGITAL ADS SUPPORT PORTAL COMMERCE TV WOM CONTACT CENTER SOCIAL RESELLERS COMMUNITY SEARCH KW/ADS COMMERCE SUPPORT PORTAL CONTACT CENTER REVIEWS RESELLERS CONTACT CENTER COMMERCE RESELLERS SOCIAL CONTACT CENTER WOM
65 DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ONBOARDING BUY RECEIVE SERVICE ERRORS POST REVIEW SETUP SERVICE BILLING ISSUE MAKE PAYMENT CLAIMS PROCESS TERMINATE SERVICE JOIN GROUPS ONBOARDING ISSUES CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS WEB SEARCH KW/ADS REVIEWS SOCIAL SOCIAL SOCIAL CONTACT CENTER CONTACT CENTER CONTACT CENTER CONTACT CENTER CONTACT CENTER RESELLERS RESELLERS RESELLERS COMMUNITY WOM WOM PRINT SUPPORT PORTAL SUPPORT PORTAL TV COMMERCE COMMERCE COMMERCE DIGITAL ADS INTEREST ACTION USE ACTION ADVOCACY ADVOCACY DECISION USE
66 ONE CUSTOMER
67 M A N Y JOURNEYS
68 I N F I N I T E P OSSIBILITIES
69 I N F I N I T E PAT H S OF E N G A G E M E N T
70 ADAPTIVE FLUID TODAY S CUSTO M E R E X P E R I E N CE IMMEDIATE
71 INFINITE MODULAR M U S T BE O M N I CHANNEL CONNECTED
72 INFINITE MODULAR M U S T BE O M N I CHANNEL CONNECTED
73 D E L I V E RING T H E JOURNEY BUSINESS OBJECTIVES KPIs BUSINESS ACTIVITIES CAPABILITIES CLOUD
74 D E L I V E RING T H E JOURNEY BUSINESS OBJECTIVES KPIs BUSINESS ACTIVITIES CAPABILITIES CLOUD
75 D E L I V E RING T H E JOURNEY Awareness & Acquisition Onboarding Loan Origination Retention CTR CVR ROI KPI KPI KPI KPI KPI KPI KPI KPI KPI RELEVANCE DRIVING ACTION ADVANCED KNOWLEDGE SELF SERVE DATA TRENDS UNDERSTANDING BEHAVIOUR GROWING RELATIONSHIPS 360 DEGREE VIEW LEAD CAPTURE OPTIMIZED JOURNEY REAL TIME RESPONSE POSITIVE SENTIMENT RISK ANALYSIS CHANGING BEHAVIOURS MICRO MOMENTS AUTOMATION NEGATIVE RETARGETTING LOOKALIKE MODELLING SELF SERVE APP DEVELOPMENT AI PROCESS FLOW AUTOMATION CONTACT AUTOMATION LEAD SCORING CAMPAIGN AUTOMATION SOCIAL ENGAGEMENT BIOMETRICS CHATBOT OPA SMART CONTRACTS 360 DEGREE VIEW ROBO ADVISORS CLOUD
76 D E L I V E RING T H E JOURNEY Awareness & Acquisition Onboarding Loan Origination Retention CTR CVR ROI KPI KPI KPI KPI KPI KPI KPI KPI KPI RELEVANCE DRIVING ACTION ADVANCED KNOWLEDGE SELF SERVE DATA TRENDS UNDERSTANDING BEHAVIOUR GROWING RELATIONSHIPS 360 DEGREE VIEW LEAD CAPTURE OPTIMIZED JOURNEY REAL TIME RESPONSE POSITIVE SENTIMENT RISK ANALYSIS CHANGING BEHAVIOURS MICRO MOMENTS AUTOMATION NEGATIVE RETARGETTING LOOKALIKE MODELLING SELF SERVE APP DEVELOPMENT AI PROCESS FLOW AUTOMATION CONTACT AUTOMATION LEAD SCORING CAMPAIGN AUTOMATION SOCIAL ENGAGEMENT BIOMETRICS CHATBOT OPA SMART CONTRACTS 360 DEGREE VIEW ROBO ADVISORS CLOUD
77 D E L I V E RING T H E JOURNEY CONNECT The capabilities that will deliver quick wins AUTOMATE Driving digital transformational change in the CX journey AUGMENT Innovating beyond the ordinary CUSTOMER JOURNEY MAPPING NEXT INNOVATION DESIGN THINKING STRATEGIC VALUE PROPOSITIONS
78 F R A N C I S. M A C. A O N G H U O R A C L E. C O M
PUTTING YOUR INNOVATION IN THE SPOTLIGHT
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THE APPLICATION OF AI IN ENTERPRISE FOR IMPROVED PERFORMANCE, INNOVATION & CUSTOMER EXPERIENCE.
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Implementing behavioral analytics to drive customer value: Insurers cannot afford to wait.
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