1 / 36

Transforming the Constituent Experience in the Education Industry

Transforming the Constituent Experience in the Education Industry. Richard Forrest Director for Higher Education, EMEA. Safe Harbor Statement.

egan
Download Presentation

Transforming the Constituent Experience in the Education Industry

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Transforming the Constituent Experience in the Education Industry Richard Forrest Director for Higher Education, EMEA

  2. 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.

  3. Higher Education Trends Global mobility Accessibility Online qualifications Demonstrate value beyond academics Right here, right now Informed and connected Global Education Market Consumer Expectations Changing & Challenging Times Accountability & regulation Modernization Increased costs Social media influence Multiple devices, & platforms Exponential growth of data requirements Local Economic Climate & Resources Communication & Technology Patterns

  4. The Formula for Success “The Student Experience is the sum of all their interactions with their institution across their entire student lifecycle” Student Learning Student Engagement Student Satisfaction Student Success Student Experience *Source: Noel-Levitz

  5. End Goal: Great Experiences for Students “Understand and acknowledge me.” CAMPUS Student Success University Rankings SOCIAL FACE-TO-FACE “Meet my expectations.” “Know me.” Recruitment and Retention STUDENT SERVICE MOBILE Brand Awareness And Loyalty “Engage me everywhere.” WEB

  6. Oracle CX connects every engagement your customer has with your brand • Leader in CRM Lead Management • Leader in E-Commerce • Leader in Sales Force Automation • Leader in CRM Web Customer Service • Leader in CRM for Large Organizations • Leader in CRM Customer Service Contact Centers • Leader in CRM Suite for Customer Service Solutions In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools

  7. Oracle CX delivers for youand your customers SMARTER SALES CONNECTED SERVICE MODERN MARKETING COMMERCE ANYWHERE Personalize Experiences Connect Interactions Drive Results Retain More Know More Recruit More Understand Needs Solve Problems Delight Students Engage Audiences Know Prospects Drive Revenue

  8. Social Everywhere MODERN MARKETING COMMERCE ANYWHERE SMARTER SALES SOCIAL ENGAGEMENT CONNECTED SERVICE BeEngaging, Be Insightful, Be Transparent

  9. Complete Student Experience Portfolio Campus Student Service Social Face to Face Mobile Insight Oracle Marketing Oracle Social Oracle Service Web Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Deployed in purpose-built applicationsfor discrete business problems, or as a suite of apps to address touch points across the customer lifecycle Open and standards-based, enabling extension and integration with existing and third party solutions Complete portfolio of best-of-breed solutions to deliver better student experiences

  10. Student Experience Student Relationship Management Social Media Management Student Experience Student Insight Access to Services

  11. Disconnected Operational Silos Create Frustration Recognize me Empower me Why don’t you already know my problem and what I need? Why don’t you have an app for this? Mobile Web Serve me Campus Insight Involve me Why did you make this so complex? Work with me, don’t talk at me Student Service Face to Face Help me Engage me “It’s so complicated to find out what’s best for me. What do you suggest?” Social Your outreach doesn’t reach me. Email is Old School

  12. DIFFERENTIATION

  13. Oracle Marketing Capabilities Oracle Marketing Oracle Social Oracle Service Loyalty Management Social Marketing Marketing Measurement Campaign Management Contact and Lead Management Demonstrate concrete ROI from marketing campaigns, measuring their impact on applicant acquisition, nurturing and retention Deliver responsive marketing and publishing across traditional and emerging channels to drive quality recruitment, retention and loyalty Listen, analyze and engagewith prospects, applicants, advocates (and detractors) across social media networks

  14. Oracle Service Capabilities Oracle Marketing Oracle Social Oracle Service Web Customer Service Cross-Channel Contact Center Knowledge Management Policy Management Face to Face Service Social Customer Service Ensure smart assignment and management of all engagement requests across all channels, and use to leverage future interactions Rapidly define, configure, deliver and manage personal and relevant experiences across all channels Optimize the value of service engagements, as opportunities to expand beyond the service request

  15. Student Experience Student Relationship Management Social Media Management Student Experience Student Insight Access to Services

  16. The Age of the Empowered StudentMultichannel World – Multiple Devices - Always On

  17. Technology, Social Driving Behavior Changes always Connected always Aware always Sharing always Vocal

  18. Need to be Aware

  19. I know I need to be ‘Social’ but do I know which ‘Social’ to be and how ‘Social’ to be? 1+ Billion Facebook users registered 86% are over 24 and people 45 and older make up 46% About 200 million Facebook users check their Timelines from their mobiledevicesevery day Among Facebook users, 57% have completed some college, and 24% have earned a bachelor's or master's degree 4+ billion videos viewed per day The average visitor spends 15 minutes per day on YouTube Students, or those who have completed some form of higher education, represent the majority on social media sites Instagramlaunched October 6, 2010. By December 2010, Instagram had one million registered users  It took twitter two years to reach this milestone 150 million active users About 50% of Google+ users are 24 or younger Google+ is dominated by men(71%) and early adopters, engineers and developers "Student"is the number one occupation of Google+ users The Google +1 button is used more than five billion times per day 200 million tweets per day 750 tweetsper second are shared on Twitter If Twitter was a country, it’d be the 12th largest in the world

  20. Know your audience…

  21. Oracle Social Capabilities Social Commerce SocialRecruiting Social Networking & Collaboration Social Listening & Engagement Social Marketing Social Customer Service Oracle Marketing Oracle Social Oracle Service Drive social into core operations with prebuilt integrations for listening & engagement, plus social marketing, commerce, selling and service Empower the social enterprise through unified and best-in-class networking, listening, engagement and publishing solutions Enhance brand reputation and CX by leveraging the social suite across your enterprise, to connect with more customers, and grow your business

  22. Student Experience Student Relationship Management Social Media Management Student Experience Student Insight Access to Services

  23. technology environment?

  24. Multiple Inputs & Outputs Institution Systems NOW!

  25. Foundational Tools Integration and BPM/SOA Tools Mobile, Portal and Content Tools MDM, BI and Decisoining Tools Cloud Infrastructure and Platform Services Accelerates core innovation in the Oracle CX applications by removing the need for each application to build foundational technologies and tools Empowers IT professionals to respond to the needs of the business with a set of common technology tools and solutions Capable of being deployed as tools or packaged capabilities within discrete Oracle CX applications or in support of 3rd party applications

  26. Student Experience Student Relationship Management Social Media Management Student Experience Student Insight Access to Services

  27. Do we know what it is we need to know? And when we know what we should know … or would like to know … Can we get to that information in time?

  28. Dialogues Contain Critical, Untapped Insights “RT @finwiz. I really don’t like X University, they just don’t seem to care!” “I would like to have better sense of student engagement patterns for my online courses. “I don’t know if I can afford to continue my studies.” The Public Academic/Staff Students

  29. The Challenges of Unstructured Data MOSTLY TEXT, ANDDIVERSE SCHEMAS A XML 80% UNSTRUCTURED 20% STRUCTURED Business Intelligenceand Data Warehouses DATA CAN BE DIRTY OROF UNCERTAIN VALUE DATA IS GROWINGINVOLUMEAND DIVERSITY Social Media Text in EnterpriseApplications Enterprise Content Systems,File Systems, Email Big Data

  30. Foundational Tools Integration and BPM/SOA Tools Mobile, Portal and Content Tools MDM, BI and Decisoining Tools Cloud Infrastructure and Platform Services Accelerates core innovation in the Oracle CX applications by removing the need for each application to build foundational technologies and tools Empowers IT professionals to respond to the needs of the business with a set of common technology tools and solutions Capable of being deployed as tools or packaged capabilities within discrete Oracle CX applications or in support of 3rd party applications

  31. Complete Student Experience Portfolio Campus Student Service Social Face to Face Mobile Insight Oracle Marketing Oracle Social Oracle Service Web Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Deployed in purpose-built applicationsfor discrete business problems, or as a suite of apps to address touch points across the customer lifecycle Open and standards-based, enabling extension and integration with existing and third party solutions Complete portfolio of best-of-breed solutions to deliver better student experiences

  32. PANEL DISCUSSIONDavid Gruber University of Florida, Senior DirectorDrew Melendres Metropolitan State UniversityVP Student Affairs & Enrollment Management

  33. Graphic Section Divider

  34. A Connected Student ExperienceStudent Relationship Management Challenges • Multiple fragmented student services organizations • Inability to provide a coherent and joined up experience • Lacking a holistic (360) view of the student • Late/ generic response Products • Oracle RightNow CX • Oracle Eloqua • Oracle PeopleSoft Campus Solutions • Oracle WebCenter • Oracle Fusion MiddleWare (OSB, SOA, BPM) Capabilities • Student Administration Integration Pack • Enterprise Wide Application Integration aiding 360 view • Standardized Integration through SOA Benefits • 360 Degree view of the Students and their relevant interactions • Personalized communications and support • Timely and meaningful student interactions • Improve Student Recruitment, Retention and Success

More Related