How to thrive in the era of digital

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

How to Thrive in the Era of Digital DisruptionUsing Digital Transformation to Improve CX

Aaron Shidler, Vice President – CX Industry StrategyOracle Corporation

15 October 2015


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.

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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 3

1980s 1990s 2000s 2010s

EmpoweredCustomers

Digital isHumanized

KnowledgeEverywhere

Internet ofThings

Mobile as Primary Channel

Cross-ChannelService

WHAT’S NEXT

Your Customer has

CHANGED


Information Empowered Customer

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B2B Buyers Are Acting More Like B2C Customers

61% of buyers report 3rd party sites and feedback from business partners, industry peers or social channels as more important than conversations with a company’s sales teams

In what new ways are you

57% of purchase cycle complete before engaging with a supplier*

*Source: CEB, Bain POV Future of B2B Sales, Avanade

*Source: Redshift Research ‘The New Retail Democracy’ Survey, Dec, 2013

73 % Customers want to co-create their experience with your company.*


Selling Products vs. Delivering Value

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Traditional Selling methods fail to differentiate

26% of industry buyers said that they were highly satisfied with their suppliers’ overall performance

* - Source: Accenture & The American Chemistry Council - Global Customer Preferences Study for Chemicals -The call to become customer smart

Are you delivering value and services in new ways that help you respond to market changes? Can your partners keep up?


Citizen Services Need to Shift from Standardized to

PERSONALIZED SERVICEproviding exactly what’s needed, when needed, in the most appropriate manner

only 36%of citizens surveyed across 10 countries are satisfied with public services.

And just 37% feel confident about their government’s ability to meet future expectations.

Source: Accenture Delivering Public Service for the Future- Navigating the Shifts


A Shift in Expectations

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Effective, Personalized Citizen Engagement

75% 97% 69% 92%

of citizens prefer to complete government transactions

online

of citizens said that being recognized and

having a personal experience is

important to them

of citizens believe agencies should

monitor social media during emergencies

of citizens do not consider it a priority to maintain existing social programs as

is—they want a shift


of execs say customerexperience is critical

to their business advantage

are just getting started with a customer experience initiative

consider their customer experience initiative to be advanced

97%39%

20%

Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)

Statistics Show That We are Aligned Around the Mission…But Behind on Execution


BUYMarket and Sell

OWNSupport and

Serve

Only Oracle CX connects every engagement your customer has with your brand


ModernEmpowered

Customer

Oracle Customer Experience Cloud

Standardized & Integrated

Drive greater business value through standardized & integrated pre-built business processes

Best Practices for Competitive Advantage and lower TCO

Tailored for Industries

Extensible

Extend solution, and Integrate to the Enterprise

Complete

Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer

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Sales

•Easy, Adaptable and Collaborative Selling•Customer Insight and Pipeline Building

•Mobility and Productive Selling

CPQ

•Sell more with effective cross-sell /upsell•Easy setup for Configurable Products

•Flexible Approval Workflow

Commerce

•Dynamic Personalized experience mgt•Scalable Cross-Channel Commerce

•Multi-site branding

Service

•Knowledgebase & Customer Engagement•Field Sales & Agent Empowerment•Agile Customer Service Center

Marketing

•Social and Modern Marketing Content•B2B and B2C Lead Generation•Customer/Prospect Profile

Complete Customer Experience CloudBroadest solution capabilities to support your customers’ journey

Social

•Social Relationship Management•Social Insights and Service•Personalized Interaction

CustomerMaster

Data

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Sample CX Analyst Evaluations Solution Report Position Last Publish Date

Sales Gartner Sales Force Automation MQGartner Sales Performance Management MQ

VisionaryChallenger

Jul ’15Jan ’15

Service

Gartner Customer Engagement Center MQ Gartner Field Service Management MQ Forrester Customer Service Solutions SMB WaveForrester Customer Service Solutions Enterprise Wave

LeaderLeaderLeaderLeader

Apr ‘15Dec ’14Apr ’14Apr ’14

Marketing

Gartner CRM Lead Management MQ Gartner Multichannel Campaign Management MQGartner Digital Marketing Hubs MQForrester Email Marketing WaveForrester Lead-to-Revenue Platforms Wave Forrester Data Management Platforms WaveForrester Enterprise Marketing Software Suites Wave

LeaderLeaderLeaderLeaderLeaderLeaderStrong Performer

Aug ’15Apr ’15Dec ’14Jul ’14Jan ’14Aug ’13Oct ’14

Commerce

Forrester BtoB Commerce Suites WaveForrester BtoC Commerce Suites WaveGartner BtoC Digital Commerce MQ IDC Digital Commerce MarketScape

LeaderLeaderLeader Leader

Jun ’15Jan ’15Sept’14Jun’ 14

Social IDC Social Media Management and Marketing MarketscapeSiriusDecisions Social Media Intelligence B2B SiriusView

Major PlayerHighest Score

Apr ’15Dec ‘14

Cross CX Nucleus CRM Value Matrix H2 2015 Forrester Digital Experience Delivery Platforms Wave

LeaderContender

Sep ’15Jul ’14

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. | For 1:1 use only

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Inflexible Technology Infrastructure


Take a Modern Approach to Customer Experience

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Oracle Customer Experience for Financial Services

One Bank: Customers demand a continuous experience across all channels and divisions

Value: Insufficient customer insight to understand customer and grow relationship

Relevance: Changing markets demand rapid business process adoption and product innovation

Banking Challenges Modern CX ApproachComplete: All divisions of Bank collaborate together to deliver seamless customer experience

Cross-Channel: Manage, Ensure consistent user experience across all channels: Mobile, Web, Branch, Contact Center

Insightful and Actionable: Guarantee effectiveness of cross-sell and upsell by delivering timely, actionable customer insights leveraging all available dataAgile: Industry Best Practice Processes and Business Process Orchestration enable agile business process change management. Delivering products and services to market faster

My Choice: Customer interaction shifting from assisted channel to unassisted channels


Customer 360 Across Life Stages – Customer’s Experience

Young Adult Marriage Accumulation Velocity ProtectionPurchase Car Purchase Home Investing Commercial

BankingFinancial Planning

Client’s Experience

New Loan Origination

Advisors Experience

Ins Broker’sExperience

Optimize Customer Value

Banker’sExperience

Enterprise CRM – Secure data and meet regulatory requirements (Secure Cloud, PAAS, and Document Cloud Service)

Common Customer Master Information, Financial Assets, and Central Document Store

Cross-Channel Consumer Banking Wealth Management Global Wholesale Banking Insurance

Opens mobile channel for bankingBanker has deep insight into

customer relationships and financial assets

Expanding client base and revenueTiered service for right channel,

right service at right timeManaging risk and future planning

• Client Streamlined Exp• Client Information• Ease of transitioning

• Visibility into Household Relationships

• Guides Bankers on Next Actions• Presents Financial Product Options

• Advisor and Team Performance• Target Marketing to Mass Affluent• Service Activity Notifications &

Review

• Omni-Channel (web, chat, email)• Intelligent and integrated

Knowledge Management• Flexible Account and Contact

Routing

• Business Insurance• Household Planning• Annuity Planning

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Marketing Cloud offers multi-channel social campaigns

Banker receives nurtured leads and engages with potential buyers

Opportunity updated w/ the selected product.

Banker has a complete view of customers, including financial profile and accounts

Dynamic interview tool enables banker to assess needs, and find the best product

Banker also presented with a tailored checklist to complete account origination

Banker collaborates with team to process and complete application

Engagement Customer Insight

Needs AnalysisCollaboration Checklist Opportunity/Account Origination

Social Campaigns

Sales CloudMarketing Cloud Sales Cloud

Sales Cloud – OPASales CloudSales Cloud Sales Cloud

Oracle Customer Experience for Financial ServicesCX Solution – Account Origination

Marketing Cloud analyzes customer activities and generates lead

Marketing Cloud

Automated Lead Generation

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Tailored For Industry

Pre- Built to Accelerate Adoption & Time to Value

Pre-Built with Best Practices

Enhanced data model, policy model, user experience, business intelligence and industry integration to address industry-specific CX requirements

Modern Blueprint for Each Industry

Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)

Accelerated Customer Deployment

Superior ability for consulting partners to speed deployment through:– Reference configurations– Integrations– Industry best practices

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Standardized

Common & Modern Alta UI Design

Universal Customer Master

Identity Services

Standardized API Catalog

Social Collaboration

Deep Functional Integrations

Drive greater business value through standardized and integrated pre-built business process across silos

ServiceSales

SocialMarketing

CommerceCPQ

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Integrated

Over 100 cross-channel persona and use case based integration flows

50 plus new and enhanced integration flows planned

Higher marketing, sales and service effectiveness

Greater customer retention/loyalty

Reduced time to market and results

Lower cost and improved value of using unified suite

Powerful Integrations for the customers cross-channel journey

ServiceSales

SocialMarketing

CommerceCPQ

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Oracle Integration Cloud Service (ICS)The Next Generation Integration Platform for Oracle CX

Oracle Integration Cloud Service(ICS) is simple but powerful integration service that helps maximize the value of your investments in both SaaS and on-premise applications. It is an easy to use integration platform that helps develop, deploy, execute, manage and monitor integrations.

Oracle CX Packaged Components for Integrations Using ICS will include:1. Adapters that enable communications(design, run and activation time) between ICS and the respective CX cloud services2. Integration Flows that include Data Transformation Mapping and configuration of the application end-points

Oracle Integration Cloud Service (ICS)

Oracle

Marketing Cloud

Oracle

CPQ Cloud

Oracle

Sales Cloud

Oracle

Commerce Cloud

Oracle

Service Cloud

Oracle

Social Cloud

3rd Party Cloud servicesOracle On-prem apps

(e.g. Siebel, EBS, JDE,etc…)3rd Party on-prem apps

Oracle Customer Experience Cloud

Oracle

ERP/SCM Cloud

Oracle

HCM Cloud

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Extensible - Personalize Your CX CloudTailor with CX apps. Enrich with PaaS and Marketplace

Oracle CX Cloud

Rich tailoring capabilities

Mobile support

Embedded social collaboration

Tailor approvals/ workflows

CloudMarketplace

Unique apps

By cloud partners

Certified by Oracle

One Cloud Platform

Database Cloud Service

Data storage

Data import

Developer Cloud Service

Source code management

Build deploy tools

Web service repository

JavaCloud Service

Logic and business rules

UI modifications

Full power of J2EE

Business IntelligenceCloud Service

Cross-source Enterpriseanalytics

Global Executive Dashboards and Reporting

Documents Cloud Service

External document collaboration

Offline syncing

Web, mobile,desktop

IntegrationCloud Service

Web based, Point & click integration

Rich Monitoring and error mgt

ProcessCloud Service

Rapid Process Composition

Multi-channel BPM interfaces

Business Agility & control

Oracle PaaS

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Blue Coat Cloud Data Protection Protecting your PII Data

Users

Firewall

Cloud Data Protection Gateway

(CDPG)

Token Generation and Protect Process is Transparent to the User

Confidential and Sensitive Data Remains

stored in the Token Vault behind the Firewall

and never enters the Cloud SaaS application

Token Vault

Token Request

Token Substitute

Token Response

ReturnClear Text

Oracle Sales Cloud application

functionality is maintained

including Search and Reporting

1 2

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No mathematical link between the original value and the replacement token

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Results Being Realized by World-Class Companies

Head of Sales

Head ofSales Ops

Head of Commerce

Head of Service

Head of Social

Head of Marketing

50%Decrease in time

to open an account

75% Reduction in application

customizations

225%Increase in

customer self service

40%Uplift in sales

opportunities with 25% reduction in

costs

6.5M+ Customer

Interactions 3.1M+ Dealer Interactions

1.5minutes

saved on order entry calls

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Oracle Customer Experience SuiteThe Complete Customer Experience Platform

Oracle Marketing

Customer Experience Foundation

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Industry Solutions

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How to thrive in the era of digital

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