optimización de la experiencia de cliente en turismo - enrique cenizo, carlos garcía
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Optimización de la Experiencia de Cliente III Encuentro sobre Turismo
Enrique Cenizo Carlos G. Fantini Palma de Mallorca, 19 de febrero de 2014
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Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Agenda
1
2
3
Intro
El Viaje
Oracle CX
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EXPERIENCIA DE CLIENTE
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CONEXIÓN CON EL CLIENTE EN CUALQUIER MOMENTO
MEJORA FIDELIZACIÓN MARCA HOTEL
PROMOCIONES PERSONALIZADAS
MEJORA ADR
MAXIMIZACIÓN VALOR MEDIO CLIENTE
MEJORA FCRR
EFICIENCIA ATENCIÓN AL CLIENTE
EXPERIENCIA EN HOTEL PERSONALIZADA
EXPERIENCIA DE CLIENTE
MEJORA CSAT CONOCIMIENTO Y DIFERENCIACIÓN CLIENTE FIDELIZADO
CHOREOGRAPHED JOURNEYS
MEJORA IMAGEN DE MARCA
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EL CLIENTE PIDE GRANDES EXPERIENCIAS
HOTEL
AGENCIA DE VIAJE
CONTACT CENTER
SERVICIOS DE MANTENIMIENTO
WEB
MÓVIL
REDES SOCIALES
QUIOSCOS “Conóceme, Entiéndeme”
“Conéctate conmigo en cualquier parte”
“Sé relevante”
“Excede mis expectativas”
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EXPERIENCIAS PERSONALIZADAS La individualización consigue Relevancia, Ingresos y Satisfacción de Cliente
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EL VIAJE
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ORAhotel
EL VIAJE
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Orahotel
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Busca un sitio donde podamos dejar a los niños, que disfruten y
nosotros podamos relajarnos
Orahotel
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Orahotel
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Orahotel
Orahotel
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Orahotel
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Orahotel
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Orahotel
Orahotel
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Orahotel
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Orahotel
Orahotel
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Orahotel
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Orahotel
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Orahotel
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OraHote
l
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Orahotel
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Orahotel
Orahotel>
OraHotel
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Orahotel
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Orahotel
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Orahotel
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Orahotel
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33
Push Orchestration in Program
Orahotel
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Vaya... ¡Qué buena pinta! Orahotel
Orahotel>
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Orahotel
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Orahotel
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Orahotel
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Orahotel
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Check out
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¿Se mantendrían las condiciones si…?
Orahotel
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Orahotel
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Orahotel
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Orahotel
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Orahotel
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Orahotel
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WHAT
if ?
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Orahotel
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ORAhotel
EL VIAJE
- Delivering Experiential Travel -
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ORACLE CX
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Customer Experience Cloud
SOLUCIONES DE CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE FOUNDATION
Universal Customer Master
Marketing Commerce Service Sales
Unified Business Intelligence
Single Development and Integration Framework
Best in Class PaaS
Apps Marketplace
Common Security and Identity Services
Configure, Price, Quote
Social
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EXPERIENCIA DE CLIENTE COMPLETA EN TURISMO
Shopping
Pre-Arrival
On-Site Post-
Departure
Promotions
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53
Oracle Confidential - Restricted
The Oracle Marketing Cloud Customer-Centricity. Marketing Simplicity. Enterprise Ready.
Unify Data
WEB
Delivered Across All Channels
Aggregate your marketing data and target the right customers.
Engage Audience Orchestrate individualized, relevant customer experiences.
Analyze Performance Attribute revenue and gain better insight into customer experience.
• Data Management Platform
• Cross-Channel Marketing
• Social Marketing
• Content Marketing
• AppCloud & Media Partners
• Oracle Marketing Cloud Analytics
MOBILE SOCIAL EMAIL COMMERCE SALES DISPLAY
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¿Por qué Oracle Marketing Cloud?
Dato Completo y Procesable
Experiencia Multi-Canal Contextual
Enterprise Ready
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Imperativos del Servicio Moderno al Cliente en el Cloud
Cross-Channel Service
Conecta con tus clientes
Haz a tus clientes fácil el interactuar con tu compañía
1 2 Capacita a tus empleados
Facilítales el trabajo de atención al cliente
3
Adáptate rápidamente Adáptate al mismo ritmo que tus clientes y el negocio
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Gestión de Redes Sociales
Gestión de Base de Conocimiento
Consola Unificada de Agente Portal Web de Autoservicio
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Customer Experience Cloud
Branding User Experience
Analytics Workflows
Data Fields PERSONALIZADO
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Customer Experience Cloud
ORACLE CLOUD
Custom 3rd Party
HCM Cloud
ERP Cloud
CX Cloud
On Premise On Premise On Premise
Custom
CONECTADO
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Customer Experience Cloud
19 Data Centers Worldwide
Unified Access Controls
Isolated Data Tenancy
CX
SEGURO
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Beneficios obtenidos por nuestros clientes
29 % emails entrantes
50 % llamadas no productivas
65 % emails entrantes
25 % emails entrantes
60 % tasas de apertura
300 % click trough rate
102 % ventas en ShopMarriott.com
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Copyright © 2015 Oracle and/or its affiliates. All rights reserved
Gracias
enrique.cenizo@oracle.com carlos.garcia.fantini@oracle.com
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