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Driving the Customer
Experience Revolution
Michel Van Woudenberg
Vice President, CRM
Oracle Asia Pacific
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Our Customers Priorities
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Plan To Improve The Customer Experience
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Leverage the Cloud
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Harness Big Data/Analytics

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Mobile
Social
In Store Contact Center
Field Service
Direct Sales
Channel Sales
Web
Oracle
Marketing
Oracle
Commerce
Oracle
Sales
Oracle
Service
The Oracle Customer Experience Portfolio
Complete portfolio of best-of-breed
solutions to deliver better customer
experiences
Open and standards based,
enabling extension and
integration with existing and
third party solutions
Deployed modularly for discrete
business problems or as a suite of
applications to address touch points
across the customer lifecycle
Foundational Tools
Oracle Cloud
IaaS & PaaS
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools
Oracle
Social
Oracle Mobile, Portal
and Content Tools
Oracle
Content
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Application Services
Customer Experience Cloud
Marketing Service Sales
Sell More
Know More
Grow More
Engage Audiences
Know Buyers
Drive Revenue
Understand Needs
Solve Problems
Delight Customers
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Application Services
Customer Experience: Marketing Cloud
Contact and
Lead Management
Marketing
Measurement
Campaign
Management
Loyalty
Management
Customer Master
Data Management
Sales
Enablement
Social
Marketing
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Some of Our Marketing Cloud Customers
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Application Services
Customer Experience: Sales Cloud
SFA
Sales Prediction
Incentive
Compensation
Territory and
Quota Management
Customer Master
Data Management
Partner Relationship
Management
Sales
Forecasting
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Customer Experience: Service Cloud

Web
Customer Service
Chat and
Co-Browse
Mobile
Self-Service
E-mail
Management
Application Services
Support
Communities
Cross-channel
Contact Center
Knowledge
Management
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Some Oracle Cloud Customers

Sales and Marketing, Service and Support
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Oracle Social Cloud: The Products

Social
Data
Social
Network
Social
Marketing
Social
Engagement &
Monitoring
Comprehensive & Unified Social Business Solutions
Social Engagement & Monitoring: Industry-
leading social listening, monitoring and engagement
product. (Now part of unified SRM.)
Social Marketing: Powerful publishing, content
creation and analytics capabilities to build brands
and consumer relations on social. (Now part of
unified SRM.)
Social Network: Secure internal network for
superior sharing and collaboration capabilities for
better employee efficiencies.
Social Data: Aggregated data gathering and
analyzing capabilities for holistic, actionable
insights.(Coming Soon)
Social Relationship Management (SRM)
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Oracle Social Cloud: The Products
Social Engagement & Monitoring

Listen
Monitor,
Categorize, Route
Engage
Analyze
Signal Detection and Processing
Market-leading listening quality
Sentiment analysis
Actionable
Automatic categorization
Enterprise routing
Ease of Use
Topic and dimension discovery
High volume optimized engagement
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Create & Plan
Publish
Amplify
Analyze
Oracle Social Cloud: The Products
Social Marketing
Dynamic Publishing
Drag and Drop Page Creation
Powerful Content Capabilities
Ease of Use
Analytics
Multi-channel ROI
Insight on the speed of social
Global reach
Collaborative Content Distribution
Role based security

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Engage
Inform
Drive
Extend
Oracle Social Cloud: The Products
Social Network

Purposeful collaboration
Built into enterprise contexts
Organizationally aware
Built for how you work
Native Tablet app
Outlook Plug-in
Real time
Document sharing
Action item assignment
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Collect
Enrich & Aggregate Analyze
Integrate
Oracle Social Cloud: The Products
Social Data (Coming Soon)

Share your data by opting in

Aggregate data in functional, industry
segments

Standardize by converting aggregated
data into KPI benchmarks

Deliver KPI benchmarks into applications
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Oracle Social Cloud: Rapid Innovation
CI + Involver integrated
to SE&M
Vitrue acquisition
close
July 2012
Oct 2012
Fusion CRM + SM
Integrated
Oct 2012
Enhanced workflow
Feb 2013
Social
Marketing
launched
Oct 2012
Enhanced,
Integrated User
Experience

March 2013
CI and Involver
acquisitions
close
Sept 2012
Enhanced
analytics with
campaign
tracking and
post-level detail
Nov 2012
SE&M and
RightNow
service
integrated
Dec 2012
Enhanced listening, UI
experience with new
Signal product
Dec. 2012
Feb 2013
Eloqua landing pages
w/in SM
Localizing UI to 29
languages
May 2013
SM Shop integration
with ATG catalog

Feb 2013
Siebel CRM Campaigns

May 2013
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In Summary
For our installed base (Siebel, CRMOD, Rightnow, ATG)
because we have integrated Social into your
applications so you can focus on delivering superior CX

For net new customers, because we have a completely
integrated suite of best in class Social capabilities for
Listening, Engaging, Publishing & Analysis
Why Oracle For Social ?
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Oracle Social Cloud Customers
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CX for Marketing CX for Commerce CX for Sales CX for Service
The Oracle Customer Experience Solution
Social Listening and
Engagement
Social Marketing
Marketing Websites
Demand Generation and
Lead Management
Marketing and Loyalty
Management
Sales Force Automation
Social Selling
Territory & Quota
Management
Revenue Forecasting
Partner Relationship
Management
Quote to Cash
Incentive Compensation
Search, Navigation &
Content Delivery
Cross-Channel Commerce
Targeting & Product
Recommendations
Social Commerce
Order Management &
Fulfillment
Retail Store Operations
Cross-Channel Customer
Service
Knowledge Management
Social Customer Service
Eligibility Management
Contracts, Assets, and
Entitlements
Industry-Specific Solutions
eBilling

CX Data Management CX Integration, Automation, and Decisioning CX Intelligence
Mobile Social In Store Contact Center Field Service Direct Sales Channel Sales Web
CX Foundation
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The Oracle CX Commitment


CX Roadmap and Strategy
-OOW CX Track
-Bi annual strategy council (week of Nov in L.A)
-VOC feedback on product direction (come talk to us)

CX Thought Leadership Programs
-Customer Journey Mapping Workshops (per customer or groups)
-Whitepapers
-Regular Webcasts for Oracle Customers

CX Training and Best Practices
Best practices on Marketing / Commerce / Sales / Service
Industry practices and benchmarking through IBU

Partner Ecosystem
CX ecosystem cultivated partner network around CX solutions
World leading agencies (LBI, Razorfish, Sapient Nitro)
Leading analyst partners (Forrester, Gartner..)
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The Oracle CX Take Away
Oracle has invested heavily to complete our CX portfolio
We need to learn to talk to the CMO office together
Oracle is the only vendor with a complete CX portfolio
Cloud is a major deployment option
Social & Marketing Opens (new) doors
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