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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Customer eXperienceOracle Cloud Day 2016

Giovanni RavasioApplications Country Leader & CX Sales Director

14 Nov 2016 Confidential – Oracle Internal

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Internal

Oracle Strategy

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Oracle Customer eXperience Suite


360° solution

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Oracle Customer eXperience Suite


Complete process mapping

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Oracle is the only complete Digital Experience Platform on the market.

Forrester, Feb 2016

Forrester, Take Two Technology Roads to Digital Experience Success, Feb 2016

Oracle Customer eXperience SuiteMarket recognition

14 Nov 2016 Confidential – Oracle Internal 5


Oracle Customer eXperience SuiteUnique value delivered to customers


Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal

Market awardsForrester Wave Q4’16

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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal

Market awardsForrester Wave Q4’16

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Market Awards

Confidential – Oracle Internal

Garner Magic Quadrant Sept 2016

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OVUM Reivew


An adaptive omnichannel orchestration platform

• Key messages

– True omnichannel customer experience consists of 11 characteristics and Oracle can address them all today. Customer data management, policy automation, and silicon-embedded security provide a foundation for relationship building, trust, and security in the cloud.

– Oracle provides a modern and engaging user interface across the entire customer experience portfolio to help users make sense of data and focus on what matters most.

– Oracle must continue to prioritize customer outcomes above all else to foster trust and minimize customer concerns about lock-in.

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“Oracle has assembled a star-studded portfolio of technologies and partnerships that will carry even the most advanced, complex, and high-volume marketers to new heights for many years.”

IDC MarketScape: Worldwide Marketing Cloud Platforms 2016 Vendor Assessment


Market PositioningIDC MarketScope

https://www.oracle.com/marketingcloud/resources/white-papers/idc-marketscape-marketing-platform-vendors-2016.html

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https://www.oracle.com/marketingcloud/resources/white-papers/idc-marketscape-marketing-platform-vendors-2016.html


Solution Portfolio



Oracle Marketing Cloud


Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |14 Nov 2016 Confidential – Oracle Internal

Modern Sales

Sales Cloud

Sales Force Automation

Configure Price & Quote

Social Collaboration

Partner Relationship

Analytics

Sales Performance

Contract Management

Data Quality

Data (DaaS)

Platform (PaaS) Applications(SaaS)

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Three Pillars of Sales Automation


Empowering the Sales Process

SALES AUTOMATION

SFA / PRMFocus on the customer

CPQFocus on the process

SPMFocus on the sales person

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Driving the Successful Modern Sales Force…

Oracle Sales Cloud

Be Mobile & Productive

Staying productive on the move drives better sales results

Be Insight Driven

Working collaboratively means closing more sales, faster

Be Collaborative

The more you know, the more effectively you can sell

Be Effective Pipeline Builders

Use tools and resources to drive demand across all channels

Sell Faster & More Easily

The easier your sales tools are to use, the better your results will be



Territory

Quota

Incentive & Gamification

Reward Set Goals

Define Scope

SFA

CPQ

SFA/ PRM

Sales Performace Management

Forecast

CPQ

CPQ



PRESENT & PROPOSE

ORDER & FULFILL

REPORT & ANALYZE

PRICE &QUOTE

SELECT & CONFIGURE

+ -X =

Streamline critical sales processes

Oracle CPQ Cloud

Dir

ect

Sal

es

Channel Partners

Customers



Oracle Commerce Cloud



Cross ChannelContact Center

KnowledgeManagement

Web CustomerService

PolicyAutomation

Service Cloud Platform

Field ServiceManagement

Oracle Service Cloud



Oracle Field Service Cloud


3° Generation Field Service

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Dynamic CX Profile


Accurate real time view of customer behavior across channels

Customer CX Hub

Standard object structures for Customer, Product, etc. in the cloud available

Integrate with applications like Siebel via Customer Data Hub

Integration adapters being delivered by Oracle to lower integration costs

Centralized Data Quality

Secure on-premise option available

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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Internal

Solutions Details

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Oracle CX Cloud Suite provides an award-winning set of applications for Marketing, Sales, Commerce, and Service on an integrated CX platform that collects, analyzes, and shares data in real time.

Imagine the difference that would make to your customer.

Know Your Customers, Deliver Great Experiences

Customer eXperience Suite



• Unify Customer Profiles: Connect Online and Offline Interactions to One Customer

• Data Management: Marketers can access all of their marketing data to build and refine key target audiences for numerous campaign scenarios.

• Data Marketplace: 30 branded data providers for 3rd party data, marketers have access to nearly 40,000 data attributes.

• Audience Analytics: Allow marketers to analyze and predict success based on the data they’ve selected and audiences targeted

Organize and Activate Data to Personalize Marketing Campaigns and Customer Experience

Data Management Platform



• Relevant Marketing: Build campaigns thatorchestrate the buyers journey frombeginning to end whether unknown orexisting customers

• Lead Scoring: Identify the leads that are mostlikely to convert by utilizing our lead scoringmodels.

• Sales Empowerment: Support sales reps inhaving insight into customers DBL as well ascorporate approved email templates

• Marketing ROI: Identify what revenue isattributed to marketing, use it to build outstrategy

Transform B2B Sales and Marketing with Award-Winning Marketing Technology

Marketing Automation



• Adaptive Marketing: Orchestrate individualexperiences across every channel andorchestrate a granular experience for thosecustomers at scale

• Actionable Customer Profile: Identify idealcustomer attributes, behaviors andpreferences

• Insights: Analyze performance and tie back torevenue goals

• Program for Cross Channel: provides apowerful, but simple, canvas to orchestratecustomer experiences across e-mail, mobile,display, and social channels

Orchestrate B2C Engagement with Personalization and Scale Across Every Digital Channel

Cross-Channel Orchestration



• OneTouch™ Optimization Platform: Nodelays waiting for IT, high performancescalable platform, no flickering

• In-Depth Customer Insight: Granular multi-attribute segments, element level reporting

• Automated Segment Discovery: Audience Insights and Campaign Insights, leveraging multiple data sources

• Enterprise Security: enterprise proof security policies

Organize and Activate Data to Personalize Marketing Programs and Customer Experience

Testing & Optimization



• Create one central place: for social listening, engagement, publishing, and analytics, eliminating data silos and fragmented messaging.

• Unified social solution: to manage and deliver paid, owned, and earned media across social channels.

• Listen: to what customers are saying about your product or brand.

• Engage: with fans and followers on social media channels and publish relevant content.

• Automate: contracts, route contracts for approvals and signatures, store contracts with accounts or opportunities and track changes.

• Analyze: social data to track engagement, fan growth, and campaign effectiveness to make smarter business decisions.

Simplify Social Marketing with an Integrated Modern Marketing Solution

Social Marketing



• Implement Best Practices: adopt contentcreation best practices and increase contentquality and volume

• Integrate Content Creation Efforts: one central view of content, aligns to your Marketing Strategy

• Marketing Calendar: gives marketers immediate access to an intuitive calendar which shows as well as both active and draft campaigns, events and content assets

• Enterprise-Ready Workflow: Marketers are able to create specific workflows for each process with various steps each and related tasks

Deliver the Right Content at the Right Time to the Right Person on the Right Channel

Content Marketing



• Start Selling quickly: Attract, engage and convert more shoppers across channels with proven features based on a configurable and responsive storefront

• Do More in Real Time: Built for business users to act fast and push updates live immediately, leveraging Intuitive drag-and-drop interface for business-users.

• Succeed Faster: Explore new opportunities for growth, internationalize quickly with support for 30+ languages and 40+ currencies and quickly launch new brand or seasonal shops

• Don’t Compromise on Design: Complete brand control on your terms: no fixed templates. Zero vendor rules and make immediate updates with easy-to-use page creators.

• Modern, Open Platform for Innovation: Reduce integration headaches and increase agility leveraging natively open API-first architecture and Webhook framework

Increase your agility and grow your business with the most modern SaaS commerce

Oracle Commerce Cloud



• Engage customers : maximize sales with a tightly integrated, complete set of lead-to-contract sales tools

• Close and Win Deals: enable sales teams with mobile apps, a complete customer 360, and sales team collaboration

• Expand and Predict Sales: cross-sell and up-sell using white space analysis and product recommendations

• Plan and Optimize: align territories, quotas, and incentive plans to the business strategy

• Motivate and Reward: use games, performance tactics, and rewards to promote targeted behaviors

• Coach and Train: Identify successful selling techniques and offer in-context coaching

Integrated Lead-to-Contract Experience for Sales Organization

Sales Cloud



• Close Deals Faster: respond to customer inquiries faster, shorten sales cycle times, reduce back-and-forth iterations

• Improve Customer Experience: deliver superior and consistent customer experience through all channels

• Increase Sales: use guided selling and product configurations to increase upsell and cross-sell opportunities

• Eliminate Waste and Maximize Margins: Ensure 100% accuracy across all quotes and orders

Help your sales sell faster, more easily, and more accurately, anywhere, on any device

CPQ Cloud (Configure, Price, and Quote)



• Engage customers: delivering outstanding service on every, channel, both self-service (Web, Mobile, Facebook) and agent assisted (Email, Phone, Chat, Social).

• Maximize call deflexion: through Guided Assistance and proactive recommendation of best answer based on customer question.

• Provide in-depth agent assistance: through Chat and Co-Browse.

• Empowers employees: making easy to serve customer through a dynamic agent desktop designed to maximize, customer insight, agent productivity and cross-channel experience.

• Easily adapt: to the changing needs of your business through rapid Cloud deployment.

Engage customers, Empower Employees, Adapt Quickly

Service Cloud



• Manage: the entire knowledge lifecycle: creation, delivery, collaborationa and refinement.

• Support content authoring : through version history and document control

• Natural language: search in multiple languages using full sentences to improve context search and relevancy.

• Enterprise Content Search: Search across multiple knowledge repositories simultaneously, regardless of location

• Proactive Answers: deliver the most relevant answers to customers with SmartAssistant Wizard, and leverage contextual knowledge to deliver agent knowledge based on incident information

• Integrated analytics: gain deeper insight into customer interactions and knowledge gaps with easy-to-use, drag-and-drop report builder and analytics dashboards

Deliver the right answers at the right time, every time

Knowledge Management



• Personalized Experiences: Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts

• Transparency and Analytics: Deliver accurate, reliable service with analytics and reporting that provide insights of customer needs and next steps

• Agile Management: easily manage and deploy mobile, integrations, and APIs

Achieve Agility Through Closed Loop Policy Automation

Policy Automation



• Capacity Management: leverage planning tools to enable optimized and efficient use of all resources, and transform your business model from capacity-driven to demand-responsive

• Routing and Scheduling: get the right mobile employee with the right skills and equipment to every job on time with predictive engine

• Manage, Dispatch, and Locate: monitor and manage the mobile workforce to improve efficiency while tracking and validating location in real time from the office or in the field—visualize and locate assets even if they are located underground

• Mobility: Empower mobile employees with critical job information and tools on any mobile device, with full offline capabilities

• Team Collaboration: use context-aware, peer-to-peer collaboration for instant communication, more work independence, and knowledge sharing, instantly broadcasting important information to the entire field

• Customer Communication: Proactively alert customers and teams about appointment status via their preferred communication channels

Time-based, self-learning, predictive tech

Field Service Cloud



Safe Harbor Statement

The preceding 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.

Confidential – Oracle Internal14 Nov 2016 38

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