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Oracle Cloud: Customer Experience

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Oracle's Strategy: Deliver a single, integrated, engaging, and highly personalized customer experience with a unified customer experience cloud

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Oracle Cloud: Customer Experience

  1. 1. Oracle Cloud: Customer Experience Steve Miranda Executive Vice President Product Development
  2. 2. Safe Harbor Statement "Safe Harbor" Statement: Statements in this presentation relating to Oracle's future plans, expectations, beliefs, intentions and prospects are "forward-looking statements" and are subject to material risks and uncertainties. Many factors could affect our current expectations and our actual results, and could cause actual results to differ materially. We presently consider the following to be among the important factors that could cause actual results to differ materially from expectations: (1) Economic, political and market conditions, including the economic situation in Europe and slowing economic conditions in other parts of the world, can adversely affect our business, results of operations and financial condition, including our revenue growth and profitability, which in turn could adversely affect our stock price. (2) We may fail to achieve our financial forecasts due to such factors as delays or size reductions in transactions, fewer large transactions in a particular quarter, unanticipated fluctuations in currency exchange rates, delays in delivery of new products or releases or a decline in our renewal rates for support contracts. (3) Our hardware systems revenues and profitability could decline, and we may fail to achieve our financial forecasts with respect to this business. (4) We have an active acquisition program and our acquisitions may not be successful, may involve unanticipated costs or other integration issues or may disrupt our existing operations. (5) Our international sales and operations subject us to additional risks that can adversely affect our operating results, including risks relating to foreign currency gains and losses. (6) Our periodic workforce restructurings, including reorganizations of our sales force, can be disruptive. (7) If we are unable to develop new or sufficiently differentiated products and services, or to enhance and improve our products and support services in a timely manner or to position and/or price our products and services to meet market demand, customers may not buy new software licenses, cloud software subscriptions or hardware systems products or purchase or renew support contracts. A detailed discussion of these factors and other risks that affect our business is contained in our SEC filings, including our most recent reports on Form 10-K and Form 10-Q, particularly under the heading "Risk Factors." Copies of these filings are available online from the SEC or by contacting Oracle Corporation's Investor Relations Department at (650) 506-4073 or by clicking on SEC Filings on Oracle’s Investor Relations website at http:// www.oracle.com/investor. All information set forth in this presentation is current as of April 29, 2014. Oracle undertakes no duty to update any statement in light of new information or future events.
  3. 3. Use of Technology is Exploding Driven by a combination of Accelerated Trends CloudMobileSocial Big Data
  4. 4. Behaviors Are Rapidly Evolving The Rate Of Adoption Is Unprecedented Always SharingAlways Connected Always Aware
  5. 5. CX is a Top Priority for Executives ...but An Execution Gap Exists 91% Wish to be considered a CX leader in their industry1 Nearly all businesses O Keeffe & Company – an independent market research firm – worked on behalf of Oracle to conduct online interviews with 1,342 global senior executives 38% Are just getting started with a formal CX initiative 16% Consider their CX initiative advanced 2
  6. 6. Oracle Cloud: Customer Experience Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations 22 Integrated Customer Experience Foundation Mobile Social In Store Contact Center Field Service Direct Sales ChannelWeb CONTENT Oracle Sites & Endeca SOCIAL Oracle Social Cloud MARKETING Oracle Marketing Cloud SALES Oracle Sales Cloud COMMERCE Oracle Commerce Cloud SERVICE Oracle Service Cloud CPQ Oracle Configure- Price-Quote Cloud
  7. 7. The World Works on Oracle CX Cloud Marketing, Sales, Service, Commerce, Social Oracle CX Cloud... is currently being used by 4,000 companies 89 Billion Emails sent in 2013 1 Billion Profiles updated monthly 7.5 Trillion data elements served per month 1 Billion customer experiences per month Has 34 languages being used in 180 countries
  8. 8. Oracle’s Strategy !  Deliver a single, integrated, engaging, and highly personalized customer experience with a unified customer experience cloud !  Across all interactions a customer or prospect has with an organization across the entire lifecycle !  Across all channels through a customer or prospect interacts with an organization !  Across all systems and functions through which an organization interacts with its customers and prospects !  On a common foundation platform which provides social, predictive analytics, integration and extensibility
  9. 9. Customer Experience Marketing Web Marketing Mobile Advertising Social Marketing Data Management Platform Display Advertising Multi-Channel Campaign Management Targeting and Segmentation Marketing Measurement
  10. 10. Sales Prediction Leads and Opportunities Partner Relationship Management ForecastingSales Campaigns Territory Management Customer Data Management Quota & Compensation Management Customer Experience Sales Force Automation
  11. 11. Price Quote Search & Personalization ERP, Supply Chain & E- Signature Integration RecommendationsCatalog Management Configure Transaction Mgmt. Customer Experience Commerce & Configure-Price-Quote
  12. 12. Mobile Self-Service Chat and Co-Browse Cross Channel Contact Center E-mail Management Support Communities Knowledge Management Web Customer Service Policy Management Customer Experience Customer Service
  13. 13. Customer Experience Social Relationship Management Social Marketing Social Data & Insight Social Networking & Collaboration Social Listening & Engagement Social Foundation (Data Mgmt, Integration Tools, Process Automation, Analytics)
  14. 14. Big Data for Customer Experience
  15. 15. Demonstration
  16. 16. Customer Experience !  Unified View of Customers: Marketing, Sales, Commerce, Service   Across modern devices: Tablets, Smartphones, and Web   One-set of Cloud Foundation tools: Social, Business Intelligence, and Data Quality !  Complete multichannel B2B and B2C Marketing   Enriched business and consumer data across channels: Advertising, Sites, Search, Email, and Mobile !  Intuitive, role-based, intelligent SFA for direct and channel selling   Enterprise territory planning, structured selling, and smart opportunity scoring to grow revenue !  Accelerated product bundling, pricing, and contracting in the cloud   Deliver real-time product configuration, price discount and quote proposal to customers faster !  Best-in-class knowledge management in the cloud   Self-service or assisted service with the up-to-date knowledge solution Key Capabilities
  17. 17. Customer Experience (continued) !  Integrated CRM and ERP drives efficiency for many industries   Prospect to Account Origination workflow with Oracle Banking Platform   Campaign to Cash business process with EBS and JDE Integrations !  Powerful business analytics tailored for different CX users   KPI-driven executive dashboards focus on hitting top line revenue and mitigate risks   Transaction BI reports refresh real-time across devices: Tablets, Smartphones, and Web !  Oracle’s PaaS platform can be used to extend applications   Build custom Cloud applications in Java, and extend CX Cloud capabilities for custom requirements   Leverage Java Cloud to maintain integrations with remaining systems   Offer Document Cloud for cloud-based file sharing with robust security and integration   Leverage Identity Management and governance across applications Key Capabilities
  18. 18. Competitive Differentiators !  Only Cloud offering with complete B2B and B2C Customer Experience   Marketing, Sales, Commerce, Service Cloud + Data as a Service platform !  Unified Marketing across Web, Email, Display, Search, Social, Video and Mobile channels   Quality leads across channels that accelerates with shift to Mobile and Social !  Engage and Participate actively in the Social CRM Shift   Integrates Social Listening, Marketing, Engagement into single Data Model, Workflow !  Modern CRM Capabilities with embedded Data Quality and Big Data Analytics   Intuitive Single View of the Customers with clean, complete, enriched data and comprehensive business intelligence vs. other CRM Cloud Vendors
  19. 19. Competitive Differentiators (continued) !  Increased Sales Productivity with complete opportunity-to-quote capability   Respond to sales inquiries faster, and close more deals anywhere and anytime !  Highly Differentiated Customer Service and Self-Service Solution !  Integrated Cloud solution utilizing pre-built integrations provided by Oracle   Start with a CX Cloud or HCM Cloud, and add-on ERP Cloud !  Empower IT to respond to the business needs rapidly with Infrastructure and Platform Clouds vs. other CRM Cloud Vendors
  20. 20. Oracle Customer Experience Across Industries Communicatio ns Financial Svcs Manufacturing Automotive High Tech Insurance Life Sciences Retail HealthcareMedia & Travel Communications Consumer Goods Public Sector
  21. 21. Customer Examples Business Benefits !  Uses Oracle’s CX Suite (Sales, Marketing and Service) & Industry Applications to transform its business processes !  Benefits: Single Customer Experience Platform across retail, and online channels !  Panasonic UK is a leading supplier of consumer and business related electronics products. Marketing transformation with modern Sales and Marketing Cloud integrated with Siebel !  Benefits: Fast, cross-channel marketing experience resulting in real- time demand generation for the sales organization !  Atradius Collections sits within a world-class credit management operation and has over 350 collections specialists worldwide. !  Benefits: Streamlined sales activities with a single view of customer data across Sales and Marketing teams !  YMCA SV leverages CX and ERP Cloud to grow memberships and improve customer experience through social and mobile !  Benefits: Intuitive UI requires little training of young staff. Integrated solution to manage member experience from sales, marketing and invoice
  22. 22. Customer Examples Business Benefits !  U. K. technical solutions provider for Corporate, SMB and Service providers !  Benefits: Integrated Sales and Marketing solution with Business Intelligence to measure campaign ROIs !  National Oilwell Varco achieves global reach across all channels for “Commerce Everywhere” using Oracle’s CX Suite !  Benefits: Integrated Lead-to-Cash with Oracle Sales Cloud, Marketing Cloud, CPQ Cloud, and E-Business. SFDC replacement !  Custom home-builder in business for over 85 years. Use Marketing and Sales Cloud to gain better visibility to prospects and customers. !  Benefits: Targeted Marketing communications with executive visibility to key business metrics through a strong BI solution !  Leader in specialty coffee industry uses Sales Cloud and Marketing Cloud to streamline direct sales, and indirect channel management !  Benefits: Boosted productivity with synergies between sales/marketing
  23. 23. Customer Examples Business Benefits !  Leading Waste Management company uses Oracle’s Service Cloud & Supply Chain solutions to streamline customer service !  Benefits: Accelerated case resolution; 70% faster new customer setup process; Superior customer experience with single portal !  Leading Consumer Products company uses Oracle’s Social Cloud to build its brand on Social Media !  Benefits: Gains customer feedback in real time about event effectiveness, brand health and new brand opportunities !  One of the world's largest tax services providers leveraging Sales Cloud integrated with Peoplesoft to deliver solid franchise management !  Benefits: Modern franchise relationship management protecting brand, increasing user adoption on tablet, and delivering KPIs to executives !  European leader in digital services in 16 different countries leveraging Sales and Marketing Cloud to reduce cost, and improve user adoption with modern mobile solutions !  Benefits: Increased sales productivity and customer interactions with the use of smartphone, tablet, and Outlook integration
  24. 24. Responsys Customers By Industries FINANCIAL SERVICES TECHNOLOGY RETAIL & ECOMMERCE TRAVEL, AUTOS & ENTERTAINMENT
  25. 25. BlueKai Customers By Industries FINANCIAL SERVICES TECHNOLOGY RETAIL & ECOMMERCE WIRELESS TRAVEL, AUTOS & ENTERTAINMENT PUBLISHERS DATA PROVIDERS INTEGRATIONS
  26. 26. Oracle Cloud: Customer Experience Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations 22 Integrated Customer Experience Foundation Mobile Social In Store Contact Center Field Service Direct Sales ChannelWeb CONTENT Oracle Sites & Endeca SOCIAL Oracle Social Cloud MARKETING Oracle Marketing Cloud SALES Oracle Sales Cloud COMMERCE Oracle Commerce Cloud SERVICE Oracle Service Cloud CPQ Oracle Configure- Price-Quote Cloud

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