This document discusses optimizing omnichannel customer experiences with Oracle's connected customer experience platform. It highlights the challenges of adapting to changing customer behaviors across channels and the need to deliver personalized, connected experiences across the customer lifecycle. The platform aims to address these challenges by integrating connected data, intelligence and experiences to recognize customers, adapt to their journeys and provide irresistible experiences.

1. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 1
Optimize Omnichannel
with Future Ready CX
Naval Khosla
Sr. Director, Solution Engineering
Oracle Customer Experience

2. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
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. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
…you have a high
confidence in the
target audience ?
…you could
consolidate &
connect data for
cross-channel
consistency ?
…you could
understand which
experience your
customer prefer on
your site ?
…you could
understand what
areas of your
website need to be
improved ?
How much difference it will make to your organization if..
…you had an expert
recommending best
suggestions / products
for your customers ?
…you could find the
best channel to reach
your customer and at
their preferences ?
…you had the ability to
leverage relevant
content (like social)
and engage customers ?
…you could learn
whom to re-target
or new-prospecting ?
………..

4. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
…sure it will positively impact your
organizations if you could connect data,
adapt & leverage that connected
intelligence to offer connected experience
personalized to your customer needs….

5. REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
TRACK
ORDER
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
CHANGE
ADDRESS
RECEIVE
OFFER
DISCOVER
NEED
RESEARCH
RECEIVE
OFFER
TRACK
ORDER
RESTART
SERVICE
SHOP &
BUY
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
POST
REVIEW
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
JOIN
GROUPS
NETWORK
ISSUE
CHANGE
ADDRESS
RESTART
SERVICE
RECEIVE
OFFER
REFER
FRIENDS
AWARENESS
INTEREST
DECISION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
DECISION
USE
Let’s first see
CUSTOMER
ENGAGEMENT
WEB
SEARCH
KW/ADS
REVIEWS
RETAIL
STORE
PRINT
TV
WEB
SHOP
DIGITAL ADS
WORD OF
MOUTH
EMAIL
SOCIAL
CONTACT
CENTER
CONTACT
CENTER
SUPPORT
PORTAL
WEB
SHOP
SOCIAL
CONTACT
CENTER
RETAIL
STORE
CONTACT
CENTER
RETAIL
STORE
CONTACT
CENTER
BRANDED
COMMUNITY
SUPPORT
PORTAL
WEB
SHOP
EMAIL WORD OF
MOUTH
SOCIAL

6. ONE CUSTOMER

7. MANY ENGAGEMENTS & EXPERIENCES

8. INFINITE POSSIBILITIES

9. It is difficult to adapt fast enough
to changing customer behavior
Content offered to customers isn’t
personalized
Digital ecosystem sidetracks
Marketing strategy & planning
Customers have different ID & data access
points; Connecting Disparate
Interactions to one customer
So it is challenging for organizations….

10. 10
RESEARCH USE
NEED
1
2
PURCHASE
4
RECEIVE
5
6
7
RECOMMEND
8
BUY OWN3SELECT MAINTAIN
Organizations expected to offer value at every stage of
Customer Lifecycle….

11. To Offer Connected Experiences Across the Customer Lifecycle
1 2 3
FIND MORE CUSTOMERS THAT LOOK ALIKE
ACQUIRE CONVERT GROW
Anonymous Prospects Known Customers
Recognize your
customers
anywhere
Adapt to
unpredictable
customer
journeys
Deliver
irresistible
connected
experiences

12. THERE’S A
CHASM BETWEEN
EXPECTATIONS

13. How to bridge this chasm &
where / how to start

14. 14
1. Identify Business Transformation Area ; Adopt right Technology
Solutions & Partner
2. Recognize your customers anywhere – Connected Data
3. Drive Innovation through AI, Chatbots, IOT to service and retain
customers – Connected Intelligence
4. Deliver irresistible Data and Insight Driven Connected Customer
Experiences
5. Build a Unify Customer Experience Platform
Suggestive guidance on building Connected Experience
Across the Customer Lifecycle ….

15. Foundational
Business
Solutions
Have Able IT
Partner
Grow Organic
Business
Transformation
15

16. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
CONNECTED DATA
Modern Businesses Face Data Challenges
and Opportunity
16
OPERATIONAL
BUDGET REPORTS
ORDER INVOICE
TRANSACTIONAL
CUSTOMER PRODUCT
MASTER
IOT
PERFORMANCE USAGE
INTERESTS PURCHASES
3rd PARTY
BEHAVIORAL
WEB CLICKS POS
LOCATION

17. CONNECTED INTELLIGENCE
Generating Automated Customer Insight & Actions
ARTIFICAL
INTELLIGENCE
IOT
ANALYTICS
BEHAVIORAL
ANALYTICS
17

18. 18
CONNECTED EXPERIENCE
Delivering End-To-End Data and Insight Driven Customer Experiences
MARKETING COMMERCE SALES SERVICE

19. CONNECTED
EXPERIENCES
CONNECTED
INTELLIGENCE
CONNECTED
DATA
Build SMARTER Customer
Experience Platform
19

20. Oracle can help..
20

21. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
STORESOCIAL TVVIDEO DISPLAYMOBILE SEARCHEMAIL WEB
CONNECTED
INTELLIGENCE
IDENTITY RESOLUTION (ORACLE ID GRAPH)
ORACLE CX AUDIENCE
ORACLE ADAPTIVE INTELLIGENCE
OPEN
PLATFORM
Oracle Marketing
AppCloud
CONNECTED
DATA
1ST PARTY DATA 2ND / 3RD PARTY & PUBLIC DATA
Online, Offline & Enterprise Oracle Data Cloud Social Data Platform
CONNECTED
EXPERIENCE
ORACLE MARKETING CLOUD
ORACLE
BLUEKAI
Data Management
Platform
ORACLE
MAXYMISER
Testing &
Optimization
ORACLE
RESPONSYS
B2C Cross-
Channel
Marketing
ORACLE
ELOQUA
B2B Marketing
Automation
ORACLE
SOCIAL
Social Listening
and Engagement
ORACLE
CONTENT
MARKETING
Content
Marketing
ORACLE
INFINITY
Digital
Analytics
21

22. Oracle’s Connected Customer Experience Platform
MARKETPLACE
CPQSALESMARKETING COMMERCE SERVICE
INDUSTRY SOLUTIONS
ARTIFICIAL INTELLIGENCE
TRANSACTIONALMASTER IOTANALYTICS DATA CLOUDBEHAVIORAL
BEHAVIORAL ANALYTICS
IOT ANALYTICS
14
ORACLE CX PLATFORM
CONNECTED
DATA
CONNECTED
INTELLIGENCE
CONNECTED
EXPERIENCE
PLATFORM

23. Our Commitment to Customer Cloud Success
Executive
Sponsorship
Oracle Support
Customer Feedback
Programs
Customer
Success Manager
Implementation
Success Manager
Oracle
Account Team
Rapid Start-Up
Services
Packaged Cloud
Integrations
Customer Connect
Programs
23