Sponsor Luncheon Presentation by Oracle

The Social Business Revolution

John Nolt

Oracle Social Cloud

Senior Director, Product Management

@a1phab3t

Social Media Insider Summit Lake Tahoe

Friday, August 23, 2013


St. Peter’s Square, Rome

Mobile, Digital, Social via the Cloud

Technology Changing Everything


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


The Customer Journey today can take on more than 500 permutations per persona.

The New & Dynamic Customer Journey


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)


“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


State of Social Today is Evolving, Shifting…

Social Business is the Future


Social Data to Listen, Learn & Act Transforming Social Conversations into Actionable Intelligence

Learn

Route

Respond

Engage

Relevant

Personal

Valuable

Real-time


Extend Social Across the Enterprise

Social Networking & Collaboration

Social Selling

Social Marketing

Social Commerce

Social Customer Service

Social HR


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


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 below

MIT Sloan Management Review Study

2013 Social Business Global


“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?


Transformational Change Not Easy or Automatic…


• “Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.”

Collaboration & Technology Are Required


Embrace Change & Drive Strategy Across People, Processes & Technologies

Collaborative

Social

Enterprise

People

Technology

Process Connected

Empowered

Consumer


• “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


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


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


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


“We shape our tools, and

thereafter our tools

shape us!”

Marshall McLuhan

Philosopher, Intellect & Professor

Social is Transformational…Embrace it.

Sponsor Luncheon Presentation by Oracle

Technology

Transcript of Sponsor Luncheon Presentation by Oracle