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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1 @a1phab3t #OracleSRM
The Social Business Revolution
John Nolt
Oracle Social Cloud
Senior Director, Product Management
@a1phab3t
Social Media In...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3 @a1phab3t #OracleSRM
St. Peter’s Square, Rome
Mobile...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4 @a1phab3t #OracleSRM
The Age of the Empowered Consum...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5 @a1phab3t #OracleSRM
The Customer Journey today
can ...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6 @a1phab3t #OracleSRM
Social a Transformational Mediu...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7 @a1phab3t #OracleSRM
“If you make customers unhappy ...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.8 @a1phab3t #OracleSRM
State of Social Today is Evolvi...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.9 @a1phab3t #OracleSRM
Social Data to Listen, Learn & ...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.10 @a1phab3t #OracleSRM
Extend Social Across the Enter...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.11 @a1phab3t #OracleSRM
Social to Enhance the Customer...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.12 @a1phab3t #OracleSRM
Transformation to a Social Bus...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.13 @a1phab3t #OracleSRM
“Gartner estimates that 80% of...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14 @a1phab3t #OracleSRM
Transformational Change Not Ea...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.15 @a1phab3t #OracleSRM
•“Companies with cross-collabo...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.16 @a1phab3t #OracleSRM
Embrace Change & Drive Strateg...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.17 @a1phab3t #OracleSRM
• “The evolution of social bus...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.18 @a1phab3t #OracleSRM
Oracle’s Social Business Solut...
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Oracle Social Cloud: Key Diffe...
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 Support: Executive Buy-in & ...
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“We shape our tools, and
there...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.22 @a1phab3t #OracleSRM
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Sponsor Luncheon Presentation by Oracle

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The Social Business Revolution: How to Get Your Organization On Board

Businesses today are moving from merely using social platforms like Facebook and Twitter as broadcasting platforms to really listening, mining and understanding social data to provide better insights about consumers that help deliver a more personalized and engaging customer experience—across the entire enterprise. Social has grown up and is proving its worth across more than just marketing functions, extending its insights and benefits across nearly every aspect of the business. Today organizations must have social woven into fabric of daily business operations from consumer marketing and sales, to service and research, to employee communications and collaboration. Whether interacting with customers on Facebook, Twitter or LinkedIn, leveraging social data for better insights, or giving its employees internal social tools for more efficient communications, a social enterprise keeps social at the core of its business. Join John Nolt, Senior Director Product Management for Oracle Social Cloud, as he illustrates how a successful social business operates and provides critical advice on how to get your organization socially enabled. Hear real-world examples of how businesses today are leveraging social collaboration, channels and data to derive winning strategies and results across not only marketing but service, commerce, sales, product development and more.

Presenter: John Nolt, Senior Director Product Management, Oracle Social Cloud

A child of the computer age, John Nolt is a Senior Director of product management and leads the team driving development of the Social Marketing and Engagement tools within Oracle's Social Relationship Management application. Prior to joining Oracle, John was Senior Director of product management for Vitrue, a leading provider of social marketing publishing software for global brands and agencies. Vitrue was acquired by Oracle in May 2012. Trained in education, John's career has focused on facilitating communication between consumers and brands, beginning in a call center as a tech support rep for Internet Service Provider MindSpring, to a long span of time as a technical communicator and editor for MindSpring and eventually EarthLink, and then moving into product management for EarthLink and subsequently Vitrue and Oracle.

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Transcript of "Sponsor Luncheon Presentation by Oracle"

  1. 1. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1 @a1phab3t #OracleSRM
  2. 2. The Social Business Revolution John Nolt Oracle Social Cloud Senior Director, Product Management @a1phab3t Social Media Insider Summit Lake Tahoe Friday, August 23, 2013
  3. 3. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3 @a1phab3t #OracleSRM St. Peter’s Square, Rome Mobile, Digital, Social via the Cloud Technology Changing Everything
  4. 4. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4 @a1phab3t #OracleSRM The Age of the Empowered Consumer Mobile, Social & Connected Across Multiple Platforms • End of 2013, there will be more mobile devices than people on Earth • 72% of online adults use social networking sites • 55% of social networking consumption occurs on mobile devices: 63% of smartphone users are social • Social is the No. 1 online activity with one-fifth of all time spent online social • More than 50% of the world’s 2.4B Internet users access a social network • 75% of Facebook users are outside U.S. comScore, Pew, Cisco, eMarketer 2013
  5. 5. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5 @a1phab3t #OracleSRM The Customer Journey today can take on more than 500 permutations per persona. The New & Dynamic Customer Journey
  6. 6. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6 @a1phab3t #OracleSRM Social a Transformational Medium  70% of businesses today use social technologies and 90% report seeing a business benefit  90% of all purchases are subject to social influence  20-25%: Projected productivity lift across workforce due to social collaboration and sharing technologies . McKinsey & Co., The Social Economy (2012)
  7. 7. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7 @a1phab3t #OracleSRM “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Jeff Bezos Amazon CEO Empowered Consumers Have Influence
  8. 8. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.8 @a1phab3t #OracleSRM State of Social Today is Evolving, Shifting… Social Business is the Future
  9. 9. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.9 @a1phab3t #OracleSRM Social Data to Listen, Learn & Act Transforming Social Conversations into Actionable Intelligence Learn Route Respond Engage Relevant Personal Valuable Real-time
  10. 10. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.10 @a1phab3t #OracleSRM Extend Social Across the Enterprise Social Networking & Collaboration Social Selling Social Marketing Social Commerce Social Customer Service Social HR
  11. 11. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.11 @a1phab3t #OracleSRM Social to Enhance the Customer Experience o Enhance customer experience o Improve consumer engagement o Provide better service via social o Better data and insights o Refine marketing strategies o Leverage social commerce o Enhance product development o Understand market shifts o Improve visibility into operations o Identify talent and contributors o Increase workplace efficiencies o Drive innovation Top Social Goal Cited by Global Executives Deliver a Better Customer Experience
  12. 12. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.12 @a1phab3t #OracleSRM Transformation to a Social Business 70% believe that social business is an opportunity to fundamentally change the way their organization works. Yet, on a scale of 1-10, only 10% rated their company an 8 or above; 50% rated 3 or belowMIT Sloan Management Review Study 2013 Social Business Global
  13. 13. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.13 @a1phab3t #OracleSRM “Gartner estimates that 80% of social business projects between now and 2015 will yield disappointing results because of a lack of leadership support and a narrow view of social as just a technology and not a business driver.” Gartner Predicts a Social Business #Fail?
  14. 14. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14 @a1phab3t #OracleSRM Transformational Change Not Easy or Automatic…
  15. 15. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.15 @a1phab3t #OracleSRM •“Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.” Collaboration & Technology Are Required
  16. 16. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.16 @a1phab3t #OracleSRM Embrace Change & Drive Strategy Across People, Processes & Technologies Collaborative Social Enterprise People Technology Process Connected Empowered Consumer
  17. 17. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.17 @a1phab3t #OracleSRM • “The evolution of social business doesn’t happen overnight; its requisite is a realization and cultural shift around the value that social media affords the entire organization, across multiple business units and applications.” Altimeter July 2013 Social Business Evolution & Revolution
  18. 18. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.18 @a1phab3t #OracleSRM Oracle’s Social Business Solution Embrace, Adapt, Innovate & Succeed Social Innovation & Expertise CX Integrations Oracle Global Resources Unified Social Business Solution • Social Innovation & Expertise: Vitrue, Involver & Collective Intellect; Product Expertise w/ Leadership • CX Integrations: Social integrations across the enterprise; Oracle’s legacy of global CX experience • Oracle Global Resources: Multi language, targeting capabilities; global resources, scalability, security
  19. 19. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.19 @a1phab3t #OracleSRM Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Global Capabilities & Social Expertise Best-in-Class Social Marketing Capabilities Leading LSA-powered Listening & Monitoring Global Languages & Capabilities Seamless Integration with Oracle CX Portfolio Social Expertise & Innovation Oracle Social Cloud
  20. 20. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.20 @a1phab3t #OracleSRM  Support: Executive Buy-in & Support; Culture of Commitment  Strategy: Align Social Efforts with Business Objectives & Goals  Collaboration: Across People, Processes, Technology (CMO & CIO)  Guidance: Develop Social Guidance and Policies  Leadership: Assign Social Champions Internally to Lead Charge  Integration: Integrate Social Across Key Enterprise & CX Areas  Results: Prove the Results & Showcase the Social Successes  Education: Learn, Adapt, Refine, Succeed Oracle’s Eight Social Business Best Practices
  21. 21. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.21 @a1phab3t #OracleSRM “We shape our tools, and thereafter our tools shape us!” Marshall McLuhan Philosopher, Intellect & Professor Social is Transformational…Embrace it.
  22. 22. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.22 @a1phab3t #OracleSRM
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