The Digital Customer

Experience in Manufacturing
Oracle Cloud CX – industry-tailored offerings that connect across your business

The world has changed for manufacturing buyers This creates new challenges
To support customer-led innovation, manufacturers are investing Digital Business transformations are needed in order to consolidate and
in transforming to a digital strategy by harnessing data and standardize the go to market processes. There is a need to streamline
applying adaptive intelligence, AI, and other innovations to create processes and move everything to a unified end to end digital platform so
a full understanding of customers across siloed data sources. you can truly drive AI and digital assistants with connected data.
The Experience Economy is forcing manufacturers to leverage
intelligent data to achieve desired outcomes—the transition Additionally, manufacturers want to create new revenue opportunities
to the digital world encompasses 1st, 2nd, and 3rd party data through service and innovative offerings. Companies can tie customer
brought together from disparate sources with the application of data to asset data through a single unified platform as well as
AI and ML to drive actionable insights and revenue. leverage Digital Assistants and digital experiences
to optimize the sales and service processes.
Digital innovation allows manufacturers to reconcile customer
and asset data, to anticipate customer needs in the moment,
drive efficiency, and increase value. Connected intelligence
enables companies to surface relevant, contextual customer
Discover and target
data and content to create the proper blend of sales and service.
Manufacturing executives must focus on digital interactions and Personalize and engage
a frictionless customer experience in the current landscape.
Acquire and convert

Retain and grow

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It’s time to think differently
Oracle offers Adaptive intelligence apps, powered by Oracle Data Cloud, combining a
company’s first-party data with digital profile and third-party data to help personalize
customer interactions & provide connected data, experiences, and intelligence across CX:

Commerce professionals can improve productivity and business results by operating

across multiple sites and channels that blend commerce, marketing, and chatbot capabilities.
Natural language and machine learning capabilities provide unique features, such as dynamic
tags and category pages that personalize search suggestions and blend search results with
real-time offers to enable friction-free search. All of this takes place on a single platform for
direct customers and partners.

Service leaders can streamline processes and enhance the customer experience by utilizing
customer data. In addition to optimizing processes, AI capabilities help reduce the time
between request and resolution across thousands of potential questions and associated
answers by leveraging deep learning technologies. This streamlines processes for customer
service representatives who handle service requests by providing automated responses Notes From the Field:
based on previous learnings. Construction Specialties

Marketers can get insights needed to better understand their target audiences and Construction Specialties is using
optimize offers by utilizing customer, asset and market data. By looking across different Oracle CX and Oracle ERP to automate
marketing campaigns to gauge individual, group and program response rates, digital online sales, digital marketing, finance,
capabilities enable marketers to identify how audiences are interacting with content and the and supply chain operations.
optimal pathways for future communication, optimizing campaign execution and results.
“Our number one reason for upgrading
Sales professionals are empowered with accurate next-step recommendations to close to Oracle Cloud is to make it easier for
deals and optimize sales offers. The capabilities prompt them with smart call points by our customers to do business with us.”
pulling data from live news and event feeds to surface and prioritize key insights. This
empowers sales teams with up-to-the-minute information on customers, markets and Mike Weissberg, Digital Marketing
competitors, so they’re prepared before making contact. Manager, Construction Specialties

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Imagine if you could...
Panasonic transforms its customer experience What if you could implement a complete, consistent, end-to-end unified solution that provides
for efficiency with Oracle CX Cloud unrivaled data management, adaptive intelligence and machine learning capabilities. The idea is to
“Since integrating Oracle consistently drive customer engagement and satisfaction by increasing digital interaction and
frictionless customer interactions with potential up sell and cross sell opportunities. Additionally,
Sales, Marketing, and Service companies must provide customers and customer-facing employees with modern solutions and
interfaces, replicating the single-interface and personalized experience that people have become
applications, we’re not only accustomed to in their everyday life.

able to close more net new To be truly digital you have to know your customers, look for signals, and be proactive to gain the
increase in wallet share necessary for success. You want to utilize real time customer insights and a
business, but our pipeline of 360-degree customer profile to gain knowledge of not only of the customer data but connect that
data with the asset data.
high-probability deals is the
Additionally, many companies have grown rapidly and expanded through acquisitions with multiple
best we’ve ever had.” brands and as a result they often have multiple systems to track and fragmented processes. Compa-
Kevin Jones, Managing Director, Panasonic nies need one system for both the sales and service experience in order to create a full and accurate
Europe Mobile Solutions Division customer and asset profiles.

Oracle helps manufacturers have a complete 360-degree customer view and the data connected to
assets, resulting in the ability to increase customer digital interactions with a frictionless experience
enabling cross and up sell opportunities. Oracle’s fully digital experience with the customer 360 view
really extends the front office to the back office and the supply chain. The supply chain is leveraged
into the customer experience and fragmentation is minimized.

Differentiation

Complete front and Omnichannel Data-driven Tailored for Modular platform Powered by
back office solution engagement and AI/ML industry for integration with a Digital
from a single vendor powered requirements existing solutions Cloud Platform

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Key markers of business
success in today’s new world
Marketing Service
Understand the intent of customers Grow your service ecosystem to
and engage them with a consistent deliver personalized service across
and unified voice, through any channel, and any new channel
personalized content at scale that may appear in the future

Start, moderate, promote, and track Offer service anytime, anywhere

customer omnichannel engagement through any channel

Grow revenue through insight-driven Automate processes and streamline Notes From the Field:
engagement and loyalty initiatives time consuming and high cost efforts Mack Trucks

Unify, sync, and augment customer Increase employee retention and Mack Trucks employs metrics-driven
data across the entire customer quickly onboard new service reps who digital campaigns
journey, from awareness to purchase can build customer relationships
to support to advocacy “By teaming up with Oracle and using
the Eloqua solution, we’ve built now
Sales Data a database of over 75,000 industry
Interpret buyer signals to deliver Create a single and unified view of prospects… Today on the digital side,
personalized experiences at scale your customer I can see what happens with every
dollar we spend, A/B test that, decide
Connect data from back-end systems Manage your data effectively across
what’s the best way to have that
into front-office applications all functions within your business
conversation with that customer to
Launch new business models more Activate intelligence from your data move them through the sales funnel.”
easily for recurring relationships to make the most use of it
and revenues John Walsh, VP Marketing, Mack Trucks
Utilize your data to reduce customer
churn and increase customer
lifetime value

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 Ready for the next step?

“We have a small IT staff, and Oracle has decades of leadership at helping manufacturers be forward thinking
and innovative for the transition to digital. All of this is deployed on Oracle Cloud
chose Oracle Cloud applications Infrastructure with next-gen data centers and a global reach—this means a
to automate all of our routine single platform for multi-country requirements. Oracle provides a multinational
hierarchy to map out global organizations in terms of the processes and
tasks, integrate all of our different complexity that results. It’s a complete, market-leading solution from a single
software systems, and give users vendor—an end-to-end unified solution with a cohesive information model
delivered on the Oracle Cloud. Where the industry is currently mostly asset
from each business area access structured, this solution allows companies to tie the asset to the customer and
to the same exact information.” experience the benefits of that cohesive structure.

Micah Sugg, Director of IT, The Oracle solution for manufacturing negates the need for these companies
Varsity Scoreboards to otherwise manage multiple components and legacy systems across various
clouds, with differing pricing schemes and operational models. Oracle provides
a single data model and unique person identity in Fusion cloud applications.

LEARN MORE

How Oracle Can Help

Oracle offers market-leading CX industry solutions for manufacturers As Oracle CX for Manufacturing cuts across product solution
to manage your front and back office customer experience. Our unified areas, it can either be a full end-to-end digital solution across
CX platform of solutions enables a customer centric, omni-channel Marketing, Sales, Service, Commerce, and Data or elements
approach for managing engagement across key processes. can work with a company’s existing solution in an area.

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