Big data at work deliver world class customer experience


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  • “Social is increasingly becoming the platform of choice for consumers. And has had a profound and transformative effect on consumers and businesses—and this will only increase. It has upended the traditional marketing paradigm and underscored its importance for every consumer-facing department and application across the enterprise. Social is a disruptive technology that holds powerful possibilities for businesses and the entire consumer experience—if only embraced and integrated. Social (combined with cloud and mobile) will continue to transform consumer-to-business and B2B communications today, tomorrow and beyond.”It’s crucial that businesses today have the right technologies and strategies to reach, listen, learn, engage and respond with these ever-increasing “empowered consumers.”Key Stats:Facebook has 1B users worldwide (600 million active on mobile) Twitter has 500 million usersIt’s a multichannel/platform world – FB, Twitter, Instagram, Pinterest and beyond79% of U.S. adults use socialSocial networking makes up 20% of all online time – or nearly 1 of every 5 minutesCompanies average approximately 178 corporate-owned social media accountsOverall, almost two out of five (38%) online consumers follow retailers through one or more social networking sites. 
  • Customer is in control now. Feedback channels have changed. How we engage with customers have changed…How well has your business adapted to new model?
  • The way businesses have responded to the change is to apply the same approaches that worked before but with incremental improvements Get into a price warIncrease marketing spend on traditional channelsReduce operational and support costsThese approaches have lacked the agility, insight and differentiation needed to be sustainable in fluctuating economies and transformational market shiftsThe Majority of US executives surveyed in the recent 2012 Global Customer Experience Disruptive Study byOkeeffe & Company stated that theyneed to update their company core values to include the most appropriate customer experience to allcustomers
  • Focus on CX pays
  • This table details specific goals and metrics associated with each of these stages. That way, you can keep your organization updated on your starting point, destination, and progress along the way.Measurable Metrics Demonstrate ROI for CX Investments How do you measure success? Some of the key measurements that indicate whether the behavior changes you want are actually happening include:Acquisition – Increase in traffic, whether via web, phone, chat, kiosk, or in whatever way your sales team engages customers. - Increase in conversion rate, with more interactions resulting in a sale. - Increase in Average Order Volume, more customers are finding and buying a more complete package.Retention – Increase in customer satisfaction. As your customers have better experiences and less frustration, their satisfaction and loyalty will increase. - Increase in Customer Effort Score (CES). - Increase in Net Promoter Score (NPS) and a decrease in churn.Efficiency – Increase in self-service success, your self-service site produces a higher percentage of solutions to resolve your customers’ issues. - Reduce cost per X, your agents will handle more cases, close them faster and close more in the first contact. - Reduce Selling, General, and Administrative Expenses (SG&A).
  • A recent Oracle survey revealed that 82% of companies lack visibility into profitability across their business. While most have visibility into profits at a corporate or division level, they don’t fully understand profitability by products, services, channels, customers, brands or projects. This is usually due to the time and effort it takes to accurately allocate revenues and costs to the right level of detail – and to do this on a repeatable, automated basis to provide the right insights to line managers.
  • Oracle CX’s solution approach is designed to help organizations across many industries create the consistent, connected, personalized, efficient, and rewarding experiences their customers and constituents want while generating real top-line and bottom-line business results.
  • Start anywhere in the full analytics capabilities spectrum and evolve integrating big data and more sources at your pace to enhance CX capabilities, particularly Smarter Sales, Commerce Anywhere, and Connected Service. We have customer success stories that dive right into any of one these analytic capabilities regardless of organizational size or industry. There is a progression though, the better the foundation, the more accurate and precise the CX decisions, and the better CX outcomes.
  • Basic CX use case and common issue.
  • How can you ensure your sales reps are selling the most appropriate products to yourcustomers based on what they own and need? Empower users with insight & tools to understand the customer perspective and sales history to quickly assess what the issues are. Poor-quality data is the most common challenge reported by 51% of executives surveyed in the EIU analytics study (EIU Insight to Foresight Study 2013), followed by a lack of adequate systems to gather and analyze data effectively. So addressing these issues ought to be top of mind for building and understanding a consistent voice.
  • 4,400 stores across the U.S.A. CHALLENGES/OPPORTUNITIESMaintain 90,000 SKUs that are constantly changing and receives ~80,000 product search item hits each day on ACENET, company’s portal for ACE retailers to look up and search for products Provide Ace retailers and associates with up-to-date, accurate product information Keep product and key search attributes in ACENET standardized and organized Poor ACENET adoption rates, customer satisfaction impacted sales in storesRESULTSSet the foundation to enable vendors to on-board new products into ACENET and ensuring that all products follow description standards before receiving approval Improved user uptake on ACENET by 300% in the first project phaseAutomated dimension management and load item facets to enable guided navigation with Enterprise Data Quality-Endeca connector
  • Over 80 pre-built analytic applications for multiple lines of business and industriesOver 800 pre-defined metrics for role-based intelligence Popular source adapters for data integration
  • An example of a sales dashboard to gauge sales and customer activity. User expectations for instant response time are also rising from fast and easy Google search and interactive video games using in-memory database technology in Exalytics to accelerate broad adoption and consumption of big data.
  • More big data easy to visualize and understand through geographic heat map views of customer locations or activity on mobile devices. Users can drill down from country views all the down or through to zip codes.
  • COMPANY OVERVIEWLeading alternative communications providers and sole convergent operator in Greece with 5.5 million customers, 400 retail stores, and a 30% share of the alternative marketsIndustry: CommunicationsEmployees: 1,580Revenue: US$1.47 billion CHALLENGES/OPPORTUNITIESMaximize cross- and up-selling opportunities by gaining a single view of customers from WIND and acquired companiesImprove campaign success rates, cut provisioning time for new communications services, and enhance customer support while cutting overheadBuild and adapt process flows across heterogeneous back-office systems rapidly and inexpensively to make new service options available to customers and meet regulatory needsSimplify management across IT stack and minimize downtime or performance issues in a critical, client-facing environmentSOLUTIONSSiebel Communications, Media, and EnergySiebel Contact CenterOracle Marketing AnalyticsSun SPARC Enterprise M9000, M5000, M4000Sun Netra T2000
  • There are conversations happening about you, your competitors, and your industry. Are you listening? Most firms do not have the tools, processes and metrics designed to capture and evaluate the dialogues and text produced by social platforms. Dialogues are long, unpredictable, and unstructured—they are unsuitable to be modeled through CRM analytics which derives meaning through the aggregation of structured, standardized information. Yet blogs, consumer reviews and third-party reviews disclose what customers want. They provide a rich source of information about customer sentiment, with context, that can help companies more accurately predict demand patterns. They shed Light on expert perception of your products and brand, and how your competitors position against them.
  • When used separately, both structured and unstructured data are useful tools for decoding the business. Let’s say you were evaluating the performance of a marketing campaign which didn’t hit the mark. Your CRM analytics provide the a picture of target audience size, and whether there were issues in fulfillment that impacted revenue performance, allowing the you to make better decisions about how to re-allocate precious dollars. Separately, analysis of twitter feeds and consumer reviews exposes the color and context locked within text-based feedback – holding the key to improving customer loyalty and satisfaction, accelerating product innovation, and impacting the bottom line. True power is unleashed when a you can make use of these disparate data sources together, to answer questions about what is driving performance by surfacing themes that might exist across information stored in internal systems, as well as found through external sources. When these themes are discovered, you need the ability to explore, to understand the reasons behind those themes, possibly adding more information and improved KPIs as new questions are surfaced. This capability is provided through data discovery. The new discovery insights need to be standardized and injected into the monitoring process; hence linking Big Data discovery with traditional BI tools.
  • OVERVIEWLand O’Lakes, with annual revenues of $12.8B, operates in the dairy products and agricultural services segments. It is owned by, and serves more than 300,000 agricultural producers and some 1,000 member cooperatives.CHALLENGES/OPPORTUNITIESMaximize profitability by positioning higher margin productsEnsure customer requests are properly handledLeverage detailed regional seed and crop protection data to drive salesCorrelate marketing initiatives with sales performanceSOLUTIONOracle Endeca Information Discovery (formerly Latitude) for interactive analytics on 20 data sources for 4000 sales and marketing users Oracle BI EE and Oracle BI Applications for enterprise reporting and dashboards, on JD Edwards and other transactional systemsCOMPANY OVERVIEWLeading distributor of crop protection products and agricultural seed in the United States.Industry: AgricultureEmployees: Revenue: $4B US CHALLENGES/OPPORTUNITIESThe world population hit 7 billion last year. Land O'Lakes knows that corn yields have to go from about 150 bushels an acre to about 200 to feed a growing world. Their Winfield division sells and distributes new strains of seed to increase farmers' crop yields. But first, they have to get the farmers to use the seed. Farmers are no-nonsense people. And they often can't weather even a single season of poor yields. So Land O'Lakes has to make the case with data.SOLUTIONFortunately, there's lots of data available. The trick is combining it cost-effectively and making it usable and useful. We helped Land O'Lakes combine data from their transaction warehouse that indicated which farmer had bought what, with data from the marketing data base that said which farmer had been pitched what seed, with data from "answer plots". These are fields Land O'Lakes plants all around the US at different latitudes in different soils with different seeds to demonstrate the actual yields. And all this was combined with government data on how many acres are planted with which crops. Multiple sources, all with different structures, some of which are outside Land O'Lakes’ control and can change at the drop of a hat.BENEFITSThis app is now being used by hundreds, and soon thousands, of salespeople -- many of them former farmers themselves. Land O'Lakes expects higher profit margins as a result. But already they estimate they saved 1.5 years and $4M by solving this problem with discovery technology instead of BI technology.The reason we can help these salespeople use complex data in a simple way is that the discovery app delivers consumer ease-of-use:It provides integrated search, faceted browsing, and analytics. These familiar tools, Google-like search, eCommerce browsing, and interactive visualizations, let non-technical users build up complex queries through simple, incremental steps.Faceted browsing across diverse data is an innovation pioneered in ecommerce. You can see it in the left-hand navigation at sites like, and Facets are attribute value pairs like “color equals blue” or “part number equals 1234”. Faceted browsing shows all the possible, but only the valid, next refinements for your query. This is crucial when browsing across records that come from different sources and have different structures.The faceted analytical model encourages exploration. Because creating queries is just a matter of chaining facets together, users express their questions easily, asking more questions.CUSTOMER FEEDBACK“We’re very pleased with the results Endeca has given us. Combined with other activities, in the Winfield group (the crop inputs group), our volumes are up 20% this year and our profit is up nearly 30%”.“What we’ve learned is the Endeca tool allowed us to do it quickly, on the fly, at a much cheaper cost than the alternatives”Dan Knutson, CFO, Land O’Lakes
  • Add predictive analytics and scenario planning’s forwarding looking views to anticipate changing customer behavior and new opportunities or to forecast performance and to reduce risk and uncertainty. (EIU Insight to Foresight Study 2013)Adding foresight completes the historical and current views of insight for to better prepare and adjust to the future.
  • Although predictive analytics is the most critical according to executives for its very high business impact (EIU Insight to Foresight Study 2013), organizations have low adoption and usage of the predictive modeling, optimization, and data-mining capabilities. (Gartner BI Platforms User Survey 2011: Customers Rate the BI Platform Functionality) Empower users with the tools to that are easy to use and integrate with your heterogeneous environments.
  • Forwarding looking views to anticipate changing customer behavior and new opportunities or to forecast performance and to reduce risk and uncertainty. associations, patterns and relationshipsand fight fraud
  • Prevent potential loss of millions of dollars every year in prepaid cardsData remains in the DatabaseScalable, parallel, native implementation of data mining algorithms in SQL kernel Data preparation is automatedFastest path from data to insightsHighly productive development environment for predictive applicationsDatabase scoring engine pushes SQL mining functions to Exadata storage tierLowest TCOEliminate data duplicationEliminate separate analytical serversScalable, manageable and secure
  • Basic CX use case for economic and financial analysis.
  • A user friendly way to handle most complex economic and financial modeling requirements from short-term to long-term planning, forecasting, simulating CX drivers and effects, lifetime value, evaluate strategic projects, with accounting integrity. Market Opportunities are Missed Resources are MisallocatedPrices are Not OptimizedPlanning is FlawedTargets are Missed Many Companies Rely on Spreadsheets and Custom Solutions which is more error prone and difficult to maintain and limited reporting and analysis.
  • Then scenario modeling from the old way to the new, more accurate way of thinking in ranges by generating thousands of scenarios in a few seconds, with visibility into probabilities of success, and risk-based financial modeling for more informed decision-making.
  • With key performance indicators are integrated as needed on scorecards, managers can have full visibility into the status of the organizational strategy, objectives, key performance indicators, or initiatives through multiple visualizations (like maps, trees, contribution wheels, scorecards or tabular reports) a computer in the office, or on the go with mobile devices. Check on the status of a particular customer (satisfaction, profitability for the month, costs for the month, etc), the status of a process improvement initiative, the status of the organizational strategy and more. At lightning speed response times using in-memory database technology from Exalytics. Better, more up-to-date information on strategy and key performance indicators lead to better decision making about serving the customer and the company. powered by an in-memory databases
  • Another common CX use case and issue. Dynamically tailor content and offers to behaviors, profiles and preferences to increase customer conversion. Personalize search results to guide customer experience and increase average order valueCentrally manage catalogs, search, promotions, pricing, coupons, and offers to improve consistency and simplify site internationalizationMake a direct connection with your customers by tailoring the products, offers, recommended products to each particular customer based on information you know about them historically and what you know about them directly in their current interaction on your website.Your business users are empowered with the business tools to manage merchandising, promotions, and recommended products. Merchandisers can customize search results to maximize your profitability and deliver the appropriate search results back.Review cycles before publishing content is easy as well as managing other components like pricing, coupons, and offers.
  • Personalize the interactive journey with the customer’s history and interests that dynamically and instantly adjusts to each click for a more targeted and persuasive experience that maximizes their value. Interdependent cross-channel logic driving optimized customer experiences across all customer channels to deliver a personalized and connected interaction.
  • Another CX use case and common issue.
  • An example innovation is the computer manufacturer and solutions provider, Dell, that is transforming the customer experience by offering appropriate personalized, targeted products and services recommendations seamlessly across multiple channels. The Dell channels that are performing self-learning decisions to optimize next best actions are their Call Centers for Technical Service and Sales, Email, Social Media, and in process is the site. Dell is using Oracle’s Real-Time Decisions in 15 countries and 30 languages to accomplish: $132M in incremental revenue for Fiscal Year 2012. 40% reduction in cost of dispatch. 20% Closure Rate & 30% increase in net promoter score for referrals30% increase in email conversion rate for net $35m in revenue10% Increase Revenue per Call & 20% Increase Profit Margin per CallWatch MarkSucrese from Dell, tell the story in this video:
  • The systems rationalisation was supported with a business-model focus aligning all operational measures to Customer Experience Targets. Hence siloed, product-centric behaviour changed to customer-centric. Measures used as follows:Reduced Cycle-Time (E.g. Service provisioning)Right-First Time (E.g. problem resolution)Aligned:Challenge: Improve quality of business decision making at all levels of the organisation fom senior managers to customer-facing staff.Embed rationalised BI within customer-facing systems.Openreach Service DeliveryChanges to operating model as a result of regulatory pressures to detach infrastructure service delivery teams from Retail operations Orders falling through the cracks. Exception reporting implemented within one week of the problem being identified to fix the problem and save hundreds of thousands of pounds in customer recompense for mmissed delivery dates and potentially even larger sums of missed revenue due to poor customer satisfaction and churn.BT Retail Call Centres“Customer Viewer”: 360 view of business customers for retention handlers with exception reporting– more effective retention whilst reducing call handle times“Next Best Action” (RTD): High-volume consumer cross-sell & up-sell, increasing ARPU.Employee confidence that operational systems help them perform their duties.Also Key to retaining experienced staff in traditionally high turnover roles. Improved Cross Sell Lift by 8% Improved agents confidence that systems help them do their job from 26% to 86
  • Rather than Holland enforcing business rules that may or may not be actually effective -- they may be sort of tribal lore or tribal knowledge within the company -- Real-Time Decisions is taking actual analytical information, fact-based decision-making and using it in a real-time context to provide that optimized content and that optimized experience for our guests.
  • Room Key was founded by six major hotel partners: Choice, Hilton, Hyatt, InterContinental, Marriott, and Wyndham to differentiate the hotel shopping experience with a new customer value proposition. Once a shopper abandons a hotel’s direct web, they are prompted to RoomKey’s website for a wider selection including from competitors. There are now 125 million unique visitors to RoomKey’s web site in a year. 86 billion data points are evaluated automatically per day and marketing users manage to business goals by making real-time production decision framework changes. Marketing team averages more than a change a day. (334 changes in 314 days).900 million decision requests are processed per day, 120 data attributes are attached to each predictive model, 100 hotels on average per decision, 8 predictive models used per decision. Results are double digit revenue lift compared to the status quo, control group.
  • Big data at work deliver world class customer experience

    1. 1. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2
    2. 2. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3 Big Data at Work: Deliver World Class Customer Experience Jakub Połeć In association with
    3. 3. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 Sources: Facebook 10Q, June „12 (Total Monthly Active Users); Comscore Datamine Study, Feb. „12 As of October 2012, Facebook had more than 1 Billion active users. 20% of all time spent online is spent on social platforms. #1 online activity Technology has changed how we interact … Of all uses for a mobile phone, making a call only ranks 5th. Social Media is 2nd.
    4. 4. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5 CUSTOMERS TAKE CONTROL 1% of consumers feel that their expectations for a good experience are met 94% of consumers will pay more for a better customer experience 89% of consumers switched to a competitor after a poor experience Power Has Changed Has Your Business?  Mass media  The Internet / 1:1  Social / Mobile
    5. 5. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6 THE SAME APPROACHES NO LONGER WORK IN THE AGE OF THE CUSTOMER
    6. 6. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7 Why Boards love Customer Experience CX Leaders Outperform !!
    8. 8. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 82% of Companies Lack Visibility Into CX Value Source: Dynamic Markets, “Performance Management: An Incomplete Picture” April 2011 Products Services Channels Customers Brands Projects
    9. 9. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10 Mobile Social In Store Contact Center Field Service Direct Sales Channel SalesWeb Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Oracle Social Oracle Mobile, Portal and Content Tools  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 Oracle CX connects every engagement your customer has with your brand
    10. 10. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11 How Oracle Powers Great Customer Experiences
    11. 11. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12 Oracle CX delivers for you And your customers SMARTER SALES Sell More Know More Grow More COMMERCE ANYWHERE Personalize Experiences Connect Interactions Drive Results MODERN MARKETING Engage Audiences Know Buyers Drive Revenue CONNECTED SERVICE Understand Needs Solve Problems Delight Customers
    12. 12. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13 Oracle Analytics Enhance CX Start anywhere and evolve COMMERCE ANYWHERE SMARTER SALES CONNECTED SERVICE Quality Data
    13. 13. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14 Smarter Sales Sell More, Know More, Grow More Ensure sales reps are selling the most appropriate products to customers based on what they own and need
    14. 14. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15 Sell More, Know More Overcome Challenges for a Complete View EMPOWER USERS WITH INSIGHT & TOOLS 51% lack quality, reliability or comprehensiveness of data for #1 43% lack of effective systems to gather and analyze data for #2 Source: The EIU, In Search of Insight and Foresight: Getting more out of Big Data, April 2013
    15. 15. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16 “ Properly implemented master data management improves the quality and quantity of data so the right decision maker, clerical staff, or even delivery van operator has access to the right information at the right time and can therefore provide a great customer experience.” Improve Data Quality and Accessibility Sell More, Know More Source: Harvard Business Review Analytic Services, "Delivering on the Promise of Great Customer Experiences”, August 15, 2013
    16. 16. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17 Improve Data Quality and Accessibility Standardize and Organize Data  Consolidate multi-structured data and sources into one repository  Cleanse data by standardizing, error-correcting, and de-duping  Govern data by definition, regulation, auditing, and access  Share master data for better insight to increase sales and trust
    17. 17. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18  90,000 SKUs receiving 129,000 hits a day  Improved user uptake by 300%  “This makes it much easier for staff to find product information at the click of a button—helping us to increase store manager and customer satisfaction, grow sales, and reduce costs.“ Scott Heyer, Manager of Store Systems Standardized product information for higher quality on-line search for in-store sales Smarter Sales Quality Data Solution components: Oracle Enterprise Data Quality, Oracle Endeca Guided Search
    18. 18. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.19 CRM ANALYTICS SALES  Pipeline Analysis  Forecast Accuracy  Up-sell/Cross-sell  Cycle Times  Lead Conversion  Sales Team Effectiveness MARKETING  Campaign Effectiveness  Customer Insight  Product Propensity  Market Basket Analysis  Campaign ROI SERVICE & CONTACT CENTER  Effectiveness  Satisfaction  Resolution Rates  Efficiency  Service Cost  Service Trends ORACLE BUSINESS INTELLIGENCE FOUNDATION And Other Operational Sources PRICE  Price Segments  Price Waterfall Analysis  Deal Life Cycle  Deal Desk Analysis  Product Pricing Performance LOYALTY  Member Demographics  Membership Trends  Promotion Cost  Promotion Effectiveness  Points Analysis Explore Organizational Insight Operational Reporting & Dashboards  80+ pre-built analytic applications  800+ pre-defined metrics  Source adapters for data integration
    19. 19. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.20 Sales Operations Dashboard
    20. 20. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.21 Geographically Visualize Insights
    21. 21. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.22  Maximize cross- and up-selling opportunities  Improve campaign success rates, and enhance customer support  Simplify management across IT stack  Minimize downtime or performance issues in a critical, client-facing environment Accelerated and simplified customer experience insight Solution components: Oracle Marketing Analytics, Siebel Contact Center, Oracle Business Intelligence , Siebel Communications, Media, and Energy, Sun SPARC Smarter Sales Operational Reporting & Dashboards
    22. 22. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23 Customers “.. zoom feature must be broken, seems stuck on wide angle setting..” Influencers “.. the D150 is not user- friendly but is an excellent camera for the amateur photographer..” Competitors The Public “.. our new model surpasses the D150 in quality, functionality and ease of use..” “..posted some more landscapes from my D150. Love it, picture quality is awesome..” Explore the Insight from Conversations Discover topics, consistent themes, consumer sentiment and more
    23. 23. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.24 Combine Structured and Unstructured Data “Why didn’t younger buyers respond as we expected?” A: smaller target population than previous campaign A: no issues with availability in stores Answers from Structured Data A: negative sentiment about campaign spokesperson A: issues with lens A: not user-friendly “.. zoom feature must be broken, seems stuck on wide angle setting..” “.. the D150 is not user-friendly but is an excellent camera for the amateur photographer..” “.. I can‟t believe John Doe was spotted taking pictures with their #1 competitors camera..” Answers from Unstructured Data Interactive Dashboards
    24. 24. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.25 Smarter Sales Interactive Dashboards  20% volume and 30% profit increases  Saved 1.5 years and $4M  Salespeople explore complex data in a simple way: integrated search, faceted browsing and analytics Gartner BI Excellence Award Winner Self-service discovery of a variety of internal and external product and sales data Solution components: Oracle Endeca Information Discovery, OBIEE, Oracle BI Applications, JD Edwards and other transactional systems
    25. 25. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.26 Sell More, Know More Predictive Analytics to Anticipate Behavior and Forecast Business ADD FORESIGHT TO INSIGHT 75% of execs at top performers say predictive analytics is the most critical for #1 Source: The EIU, In Search of Insight and Foresight: Getting more out of Big Data, April 2013 47% of execs at top performers say scenario modeling is the most critical for #2
    26. 26. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.27 Sell More, Know More ADD FORESIGHT TO INSIGHT 8% of organizations use predictive modeling, optimization, or data- mining extensively Predictive Is Critical Yet Has Low Adoption Source: Gartner BI Platforms User Survey 2011: Customers Rate the BI Platform Functionality 30% of organizations use predictive at all
    27. 27. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.28 Predictive Analytics  Identify next likely action in purchase, churn, or fraud  Analyze “baskets” for patterns, associations, and relationships  Reduce risk for product launches and missing targets  Detect outliers and anomalies for promotion or prevention Variety of Scenarios
    28. 28. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.29  Monitor numerous parameters for up to 10 billion daily call-data records  “We can analyze large volumes of customer data and call-data records easier and faster than with any other tool and rapidly detect and combat fraudulent phone use.” Hasan Tonguç Yılmaz, Manager Anticipate risky customer behavior with in-database predictive analytics Sell More, Know More Anti-Fraud Predictive Analytics Solution components: Oracle Advanced Analytics, Oracle Exadata Database Machine avings Traditional Analytics Hours, Days or Weeks Data Extraction Data Prep & Transformation Data Mining Model Building Data Mining Model “Scoring” Data Preparation and Transformation Data Import Model “Scoring” Embedded Data Prep Data Preparation Model Building Oracle Advanced Analytics Seconds, Mins or Hours
    29. 29. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.30 Smarter Sales Sell More, Know More, Grow More Align scenarios analysis and allow course corrections when unexpected events impact the forecast
    30. 30. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.31 Model CX Value and Performance  Model customer acquisition, retention, and efficiency metrics  Forecast and simulate impacts  Calculate lifetime value  Reduce planning cycle times Scenario Analysis
    31. 31. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.32 Model Scenarios More Accurately • Only 3 possible outcomes • Limited view of risk • What are most important risk factors? • What are the odds I’ll make the target? • Which outcome is most likely? The Old Way Single Point Scenarios The New Way Thinking in Ranges • Full range of outcomes • Illustrate probability of outcomes • Immediate visibility into inherent risk • True risk analysis for value of CX
    32. 32. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.33 Visualize CX Performance Strategic Scorecards Trees Maps Contribution Scorecards
    33. 33. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.34 Commerce Anywhere Personalize Experiences, Connect Interactions, Drive Results Present relevant and personalized offers to give customers what they are looking for
    34. 34. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.35 Commerce Anywhere  Creative headers, images, messaging, and product content is optimized to experiment conversions  Variety of data in customer profiles, sentiment, and historical transactions are combined for context  Each click generates several predictive model combinations generating call to next best action  Real-time, self-learning analytics automatically improves presentation and suggestions for high- velocity marketing for billions of daily decisions Personalize Experiences, Connect Interactions Web Fully dynamic and personalized cross- channel user interactions offer / product / content / user flows Store Social Media Mobile
    35. 35. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.36 Connected Service Understand Needs, Solve Problems, Delight Customers Offer customers the right products and service when they contact us Recognize patterns in service issues, and social media early
    36. 36. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.37 Commerce Anywhere and Connected Service  Sales  Customer Acquisition Targeting  Cross Sell/Up Sell / Guided Selling  Next Best Action/Approval  Marketing  Next Best Action/Offer  Interactive Campaigns  A/B and Multivariate Testing  Service  Next Best Action/Treatment  Customer Retention  Risk and Anti-Fraud Automated Decisions Process Integration at Every Point of Interaction
    37. 37. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.38 Commerce Anywhere and Connected Service Rules & Predictive Models Interaction & Customer Data Content Library & Choices Automated Decisions Next Best Action Recommendations Acquisition, Retention & Efficiency Goals Self-Learning Process Integration for Prescribing Next Best Action Closed Loop
    38. 38. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.39  $132M in net new revenue in 2012  40% reduction in cost of dispatch  30% increase in NPS  “The insights are amazing. You can really see customers' buying patterns and interests, how they change over time, and we can take action on that.” Mark Sucrese, Marketing Director Next Best Action for call centers, direct sales, email, mail, mobile, chat , social, web Commerce Anywhere & Connected Service Decision Process Integration Solution components: Oracle Real-Time Decisions, Oracle Business Intelligence Suite, Oracle Siebel CRM, Oracle Eloqua, Oracle WebCenter Sites
    39. 39. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.40  Improved sales conversion rates and value, problem resolution, and reduced churn by 20%  Increased employee retention and confidence by 65%  “The real-time capability takes into account any contextual data that occurs in the interaction with the customer, which is exceedingly valuable.” Alistair Dixon, Head of Delivery, Retail Business Intelligence Next Best Action for call centers, on- line, and in stores Commerce Anywhere & Connected Service Decision Process Integration Solution components: Oracle Real-Time Decisions, Oracle Business Intelligence Suite, Oracle Right Now
    40. 40. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.41 Business areas that will receive investment for innovative analytical capabilities 0 10 20 30 40 50 60 HR, workforce, and talent Supply chain/procurement Sales Marketing Research/product develoment Customer interactions Strong performers Average and weak performers Top Performers Prioritize Analytics in CX Source: The EIU, In Search of Insight and Foresight: Getting more out of Big Data, April 2013
    41. 41. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.42
    42. 42. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.43 APPENDIX
    43. 43. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.44  14% revenue uplift for shore excursions and on-board indulgences  “We now have data on what imagery, messaging, products and services are most important for our guests and a self-learning capability that optimizes over time.” Therron Hofsetz, IT Director Next Best Action on-line Solution components: Oracle Siebel CRM, Oracle Business Intelligence, Oracle Real- Time Decisions, and Oracle WebCenter Sites Commerce Anywhere & Connected Service Decision Process Integration
    44. 44. #BigDataAtWork Copyright © 2013, Oracle and/or its affiliates. All rights reserved.45  100,000+ hotels worldwide are dynamically sourced, presented, and updated  Operates in the cloud with high reliability and at extremely low cost for start ups  “86 billion data points are evaluated per day through big data analytics, high- velocity marketing, and agile development.” Kurt Zimmer, CTO Differentiate the on-line hotel shopping experience with a new value proposition Optimize the Shopping Experience Decision Process Integration