Mdm on the siebel platform delivering great customer experience with complete customer data
This presentation is the property of its rightful owner.
Sponsored Links
1 / 42

MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data PowerPoint PPT Presentation


  • 177 Views
  • Uploaded on
  • Presentation posted in: General

MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data. Bill Miller Director, MDM Product Management – Oracle Customer Hub. Agenda. Trends in the MDM & Data Governance Community What we are Seeing & Analysts are Saying

Download Presentation

MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Mdm on the siebel platform delivering great customer experience with complete customer data

MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data

Bill MillerDirector, MDM Product Management

– Oracle Customer Hub


Agenda

Agenda

  • Trends in the MDM & Data Governance Community

    • What we are Seeing & Analysts are Saying

    • What we are Hearing from our Customers

  • Oracle Customer Hub (OCH) Status & Roadmap

    • Recent Accomplishments

    • What We are Working on Now

    • What We are Planning for the Future

  • Oracle’s Corporate MDM Strategy and Key Investment Areas

    • Solution Offering Ecosystem Summary

    • Key Investment Area Summary


Safe harbor statement

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.


The oracle customer experience portfolio

The Oracle Customer Experience Portfolio

  • MDM provides The Foundation for a great CX

Contact Center

In Store

Field Service

Social

Direct Sales

Mobile

Channel Sales

Oracle Commerce

OracleSales

Oracle Marketing

Web

Oracle Social

Oracle Service

Channel Sales

Web

Foundational Tools

Oracle Cloud

Infrastructure and Platform Services

Oracle Integration and BPM/SOA Tools

Oracle Mobile, Portal and Content Tools

Oracle MDM, BI and Decisioning Tools

Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle

Open and standards based, enabling extension and integration with existing and third party solutions

Complete portfolio of best-of-breed solutions to deliver better customer experiences


Master data management mdm what is it

Master Data Management (MDM) – What Is It?

At Oracle, Master Data Management (MDM) is the foundational component of CRM/CX. It provides not only “data quality” tools, but also the datamodel, workflows and services to deliver a consistent, complete, “Best Version” customer profile toall operational and analytical applications across the enterprise. This drives IT agility, revenue, risk management and compliance.

Web

Field Sales

Partners

Social

Tele Sales

Master Data Management


Oracle master data management trends in the mdm data governance community

Oracle Master Data ManagementTrends in the MDM &Data Governance Community


Mdm on the siebel platform delivering great customer experience with complete customer data

Market Trends in the MDM Community

  • What We are Seeing & Analysts are Saying

  • Data Quality Continues to Rank in CxO Top 10 Issues.

  • Trends in Social, Mobile & Cloud converging to create “Nexus”*

  • MDM is Key Enabler of “Big Data” Concept to Action.

Multiple sources: IT Pro, Forrester, Gartner, TDWI

* Source: Gartner Research - The Nexus of Forces: Social, Mobile, Cloud and Information’ dated Jun 14, 2012

Source: Harvard Business School - Delivering on the Promise of Great Customer Experiences dated Aug, 2013

The Information Difference, Ltd.- Big Data & MDM Survey November 2012


What we are hearing from our customers 1 of 2

What We Are Hearing From Our Customers… (1 of 2)


What we are hearing from our customers 2 of 2

What We Are Hearing From Our Customers… (2 of 2)


Oracle master data management oracle customer hub och status roadmap

Oracle Master Data ManagementOracle Customer Hub (OCH)Status & Roadmap


Mdm on the siebel platform delivering great customer experience with complete customer data

MDM On The Siebel Platform: UCM (Oracle Customer Hub)

  • Best of Breed Data Model in a Single Platform

    • Purpose Built with rich, robust, flexible design

    • Supporting capabilities in Sales, Service, Marketing, Loyalty, Finance and Order Management

    • Comprehensive, Usable, Mobile and Social, Multiple Party Types

  • Deep MDM Industry Innovations & Best Practices

    • Source Data History, Source Hierarchy & Cross-Referencing, DQ Process Integration, Child Entity Mastering, B2B and B2C,

    • 21 languages supported and multiple Industry MDM-specific capabilities in a single repository

    • 20 years of Industry specific experience and business enablement delivered

  • Agile Configuration & Deployment Architecture

    • Scalable, Reliable, Configurable, Upgradable

    • Flexible, Open “Publish/Subscribe” Integration Capabilities

    • Quicker go to market with new tooling


Mdm on the siebel platform delivering great customer experience with complete customer data

MDM Manages Ongoing Information ChangeConsolidate, Cleanse, Standardize, Cross-Reference, Govern, and Share

ETL

trusted

crowd-sourced

social

Store

Mobile

Social

Online

Call Center

Middleware

Region

Ecommerce

Region

International

Dept App

ETL


Key components of oracle customer hub the source of clean data for your enterprise

Key Components of Oracle Customer HubThe Source of Clean Data for Your Enterprise

Deep & easily configurable yet upgradeable Industry specific schema

World class data governance

Pre-built library of extensible fine grain & composite web service

Web ServicesLibrary

GOVERN

Events & Policies

Publish &Subscribe

SHARE

Data Governance Manager

Transports &Connectors

Trusted Customer Data

History& Audit

Registry

Authorization

Roles & Relationships Party Brands Vertical Variants Related Data Entities

Multi-language

List Import Workbench

Manage Decay

Identification

& Cross-Reference

Address Validation

Robust DQ & uniqueKnowledge BasedMDM offering

High performance “heavy duty” import

Source DataHistory

Enrich

CLEANSE

Enhanced Match & Merge Unmerge

Rules based Survivorship

CONSOLIDATE


Mdm on the siebel platform delivering great customer experience with complete customer data

Oracle Continues To Invest in Siebel Customers

2014-FP

1H 2015

2016-FP

1H 2017

2018-FP

Spring 2019

Siebel 8.1.1.10

Siebel 8.2.2.3

2019 FP

1H 2019

2013-FP

1H 2014

2015-FP

1H 2016

2017-FP

1H 2018

2020+

2013

2014

2015

2016

2017

2018

2019

2014-IP

2H 2014

2017-IP

2H 2017

Siebel 8.1.1.9

Siebel 8.2.2.2

2020-IP

2H 2020+

2018-IP

2H 2018

2015-IP

2H 2015

2013-IP

2H 2013

2016-IP

2H 2016

2019-IP

2H 2019


A long history of rapid and robust mdm innovation

A Long History of Rapid and Robust MDM Innovation

OCH 8117

OCH 8116

OCH 8.1

OCH 8114

  • Exadata/Exalogic Benchmark

  • Sun T-Series Benchmark

  • DQ Sync

  • EDQ (Datanomic) Integration

  • Standardization Enhancements

  • Usability Enhancements

  • MDM AIA PIP on 11g

  • Fusion MDM Platform Alignment

  • MDM for Public Sector Social Services

  • MDM for T&T and Retail

  • Health Insurance Exchange Hub

  • AMAS Certification

  • IIR 9.01 connector release

  • PS VPAT 508 Compliance

  • LS Aggregate Spend Solution

  • Social Adapter (Buzzient) to capture Social Influence

  • PeopleSoft Campus Solution Integration (Partner Led)

  • CRMOD-OCH Integration

  • Golden Gate Integration

  • Data Governance Mgr, DRM Integration, Analytics, Stewardship Enhancements

  • Data Quality Machine & Workbench Enhancements, Data Decay, High Performance & Scalability

  • Expanded Services Library, BRM, SAP, Telco Order to Bill Integrations, SOA Governance & Productivity

  • Higher Ed Constituent Hub

  • AIA 2.5 MDM PIP’s

  • Loyalty Profile Mastering for Retail & TTH

  • Composite & Granular SOAP library

  • Data Quality Parsing, Standardization & Profiling

  • OCH to EBS and Siebel CRM Integration

  • MDM Aware Apps and Composite UI

  • MDM-Identity Management Solution

  • Data Monitoring & Correction with Data Watch & Repair

  • AIA 2.4 MDM PIP’s

2009

2010

2012

2011


Mdm on the siebel platform delivering great customer experience with complete customer data

Oracle Customer Hub - Investment Themes

  • Empowering Effective Best Practice Data Governance Throughout the Enterprise

Comprehensive

Agility

Leading Best Practices

  • End to End Data Quality

  • End to End Governance

  • End to End Integration

  • Massively Scalable

  • Industry Specialization

  • Technical Innovation

  • Multi-Source, Channel

  • “Out-of-Box” Best Practices

  • Robust Data Model, DQ Tools

  • Flexible, Easy Configuration

  • Multiple Integration Options

  • Higher ROI, Lower TCO


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Accomplished in the Last 12 Months

  • Fully Integrated Data Quality Suite (EDQ)

  • Easy Install, Configure, Upgrade & Clone

  • Matching on any child entity and/or on multiple attributes

  • Ability to use different match rules for different languages, sources

  • Stateless integration for better PSR

  • Faster & Easier Deployment, Configuration & Upgrades

  • Child Entity Cross Referencing

  • Ability to set multi-source history referencing for key child objects

  • Accounts, addresses, orders, responses, and more

  • Ability to stage Best Version aspects for related child objects

  • More comprehensive, centralized entity mastering


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Accomplished in the Last 12 Months

  • Child Entity Survivorship

  • Integrated ability to generate best surviving child record

  • Accounts, addresses, orders, responses, and more

  • Ability to stage Best Version aspects for related child objects

  • Faster, more comprehensive Profile, Cleanse & DeDupe

  • Expanding “Vertical” MDM Development

Higher Ed

Public Sector

  • Leverage Established, Robust, Industry-Specific Functionality

  • Applied Industry-Specific MDM Best Practices

  • Faster deployment, shorter learning curve, lower TCO

Auto Finance

Life Sciences


Oracle customer hub ucm roadmap

Oracle Customer Hub (UCM) Roadmap

  • Governance

    • Governance Enhancements

    • Open UI Uptake

    • Social Profile Mastering

  • MDM Platform

    • Rules Engine Enhancement

    • 3rd Party, Oracle Data & Cloud Service integration

  • Lower TCO

    • Embed EDQ Dashboards

    • Data Stewardship Enhancements

    • Guided Unmerge

    • Any entity mastering wizard

  • Engineered Systems

    • Customer Insight/Lifetime Scoring

    • More Industry

  • Usability

    • Open UI for Siebel

    • Mobile UI

  • More Social

    • Social Profile

    • Social Monitoring Integration

  • Lower TCO and Core Mastering

    • Data Stewardship Enhancements

      • Child Survivorship

      • Child Cross-Referencing

    • Data Quality Enhancements

      • EDQ Child matching

      • EDQ Any entity matching

  • Publish Enhancements

  • Life Cycle Management – Enhanced Install, Upgrade & Cloning

  • Customer Experience

    • Social Stewardship

      • Person Social Profile

      • Sentiment Analysis

      • Social Influence/Loyalty Scores

  • Lower TCO

    • Data Quality Enhancements

      • Enhanced EDQ Address Validation

      • IIR 9.5 Certification

    • Data Stewardship Enhancements

      • Switch to disable creation of history records

    • AIA Certification

Future DirectionsPost 12 month planning cycle

OCH 811 10

What’s Next

(811 11)

Staging 2014

2013 Spring

2013 Fall


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On Now

  • Siebel Open UI Framework

  • Any browser,devise support for employee, partner applications

  • Greater flexibility in presenting data to users

  • Improved User Experience, Performance and Scalability

  • Integrated Social Profile Mastering

Customer

  • Unified customer profile mastering, supporting “Big Data”

  • Improved Marketing, Service segmentation & campaigns

  • Recognition for social influence, loyalty rewards and brand advocacy

  • Improved Marketing Effectiveness and Brand Loyalty, Lower Cost

Contact Social Profiles

Social Interactions

Social Attributes


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On Now

MASTER DATA MANAGEMENT

MASTER DATA MANAGEMENT

MASTER DATA MANAGEMENT

  • Address Validation Enhancement - EDQ

  • Additional address fields for optional processing to/from EDQ server

  • Enhanced management & usage of Address/GEO data

  • Improved utilization of GEO data for related assignment, routing, mapping processes and technologies

VERIFY_STATUS_MSG, NEIGHBORHOOD, VERIFICATION_CODE, GEO_CODE,

GEO_CODE_MSG, GEO_DISTANCE,

VERIFIED_FLG

  • ODQ Server Certification – IIR version 9.5

  • Certifying ODQ server operates properly with new IIR 9.5 release

  • Maintaining ongoing support for existing ODQ customers

  • AIA Certification – MDM PIP

  • Certifying AIA Integration using pre-built MDM PIPs for Public Sector

  • Maintaining ongoing support for existing AIA PIP customers


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On in the Future

  • New, Improved Data Governance Management

  • Common metrics, KPI, etc. pre-built, accessible in OCH

  • Configurable reporting

  • Easier, more timely access and visibility to data dynamics

  • Embedded 3rd Party Reference Repositories

OCH

Best Version

  • Dedicated-but separate reference tables to consolidate licensed data

  • On-site referencing for MDM/DQ match, validate, enhance processes

  • Customer + Prospect, Suspect, “MarketPlace” data mastering

  • Enterprise “Central Source” OLTP for licensed data utilization

  • Increased reference data leverage and value, enhanced DQ processing

3rdParty Data


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On in the Future

  • Embedded EDQ Administration Integration

  • Direct access to EDQ server/functions from OCH

  • View-based Access Control based on user responsibilities

  • Easier, faster, more convenient process administration

  • New, Improved Rules Management Engine

  • Better, more recent, flexible technology

  • Easier deployment and set up

  • More flexibility & depth for sophisticated, evolving uses


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On in the Future

  • Dynamic Relationship & Metadata History

  • “Best Version Record” Data Legacy tracking

  • Graphic Dynamic display, representation

  • Better Insight about what makes it THE “Best Version”

  • Continuing Expansion of “Industry-Specific” MDM

Hi Tech

Telco

Higher Ed

Fin Services

  • Leverage Established, Robust, Industry-Specific Functionality

  • Applied Industry-Specific MDM Best Practices

  • Faster deployment, shorter learning curve, lower TCO

Energy

Life Sciences

Retail / CPG

Public Sector

Transport

Industrial


Mdm on the siebel platform delivering great customer experience with complete customer data

What We Are Working On in the Future

Oracle SRM

Clientelling

Web

Social Networks

POS

eCommerce

Dashboards

Mobile

  • Oracle Next Best Action – Engineered System

Next Best Action Fmw

Oracle RTD

Oracle WCS

  • Integrated MDM, Loyalty, Marketing, NBA solutions in an Exa* box

  • Optimized enterprise performance and faster time to production

  • Massively scalable real-time customer recognition, reward and recommendations

  • Improved Customer Experience, and Revenue, Lower TCO

Campaign Management

APPLICATIONS

Loyalty Management

Master Data Management

WEB LOGIC SERVER (FUSION MIDDLE WARE)

EXALYTICS

SIEBEL SERVER

EXALOGIC ELASTIC CLOUD PLATFORM

Oracle Enterprise Manager

EXA BUS

EXA CONTROL

Linux (or)

Solaris

ORACLE VM


Open user interface ui what is it

Accordion

Dynamic Toggling

Dynamic Text box

iFrame

Slide ups

Dynamic Layout

“Open” User Interface (UI) – What Is It?

Leverage real estate

Dynamic hide/show

Open Architecture

Simplified UI

Leverage Native browser/platform capabilities

Browser agnostic

  • Release of ActiveX Control to “Open Source” and Browser and Device Agnostic Framework

  • Allows for Open and Flexible Design and Presentation Options

  • Increases Flexibility for Various User Groups to Design “Presentation” Based on Behavioral, Platform Preferences

Tablet support

Real Time Data validation

Notification Area

Detail on Hover

Multi-Touch Support

Collapsible Child List Applets

Signature Capture

Collapsible Tree Navigation

Partial Refresh

Multiple Tab Support

Map Integration

Cache Busting

Infinite Scroll

Disconnected Mobile

Device Recognition

Camera Support

Jquery Support

Screen Reader/ Accessibility Support


Social mdm enhancing customer data with social profile

Social MDM - Enhancing Customer Data with Social Profile

Customer

Contact Social Profiles

Social Profile Attributes

Social Interactions

  • Extending the customer data model to include Social profile

    • Social attributes

    • Social interactions


Massively scalable mdm

Massively Scalable MDM

14.4 million *

Real-Time Transactions/hour

>4X Throughput,

<8X Response Times

on ExaData*

*

  • Composite mix with 90% read and 10% writes

  • Half Rack Exadata and Half Rack Exalogic

  • 400M Customer Volume Database


Mdm the next generation platform vision

MDM – The Next Generation: Platform Vision

Verticals

Telco

Hi Tech

Industrial

Retail / CPG

Fin Services

Public Sector

Energy

Life Sciences

Higher Ed

MasterData Objects

MDM Platform

Common MDM Components / Services

Common Infrastructure Components / Services


Mdm on the siebel platform delivering great customer experience with complete customer data

1500+ Oracle MDM Customers Across Diverse Industries

Manufacturing &

Distribution

High

Technology

Financial Services

Communications,

Media & Utilities

Retail & CPG

Public Sector

Life Sciences

and Healthcare

Health Administration

Corp

Travel, Transportation

&Hospitality


Oracle master data management corporate strategy key investment areas

Oracle Master Data ManagementCorporate Strategy & Key Investment Areas


The oracle customer experience portfolio1

The Oracle Customer Experience Portfolio

  • MDM provides the Foundation for a great CX

Contact Center

In Store

Field Service

Social

Direct Sales

Mobile

Channel Sales

Oracle Commerce

OracleSales

Oracle Marketing

Web

Oracle Social

Oracle Service

Channel Sales

Web

Foundational Tools

Oracle Cloud

Infrastructure and Platform Services

Oracle Integration and BPM/SOA Tools

Oracle Mobile, Portal and Content Tools

Oracle MDM, BI and Decisioning Tools

Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle

Open and standards based, enabling extension and integration with existing and third party solutions

Complete portfolio of best-of-breed solutions to deliver better customer experiences


Mdm on the siebel platform delivering great customer experience with complete customer data

Enterprise Customer Lifecycle ManagementOracle MDM Platforms Help Address Customer Information Challenges

Comprehensive

Party Model

Consolidate

Customer

Analytics

Pervasive

Customer

Life Cycle Management

Data Quality

Business

Process Mgmnt

Enrich

Customer

360

Governance


Oracle fusion customer data management

Oracle Fusion Customer Data Management

Uniquely Addresses Today’s Cloud-Based Offering Requirements


T he oracle public cloud

First Enterprise Grade MDM Cloud Offering

The Oracle Public Cloud

Customer Experience

Human Capital Management

Workforce Management

Talent Management

Global Payroll

Global HR

EPM Foundation

Sales & Marketing

Customer Service

Live Help

Project Portfolio Management

ERP

Risk & Control Management

Supply Chain Management

Financials

Procurement

Cloud

Platform

Social Network

MDM

Social

Data Services

Database

Java


Integrated marketing sales and service cloud

Customer Data Management

Integrated Marketing, Sales, and Service Cloud

Social

Sales

Cloud

4

1

5

3

6

2

7

Conversations about Sales

ERP

Managing Leads through Social Channels

Marketing

Cloud

Service

Cloud

Sales

Cloud

Shared

Customer

Data

Integrated

Marketing

Activity

Visibility to opportunities

and

incidents

Customer 360 with Hub

E-Business Suite

JD Edwards

Opportunity to Quote


Key takeaways

Key Takeaways

  • Customer Experience is a Focus for Oracle and its Customers

  • Siebel is a Key Component of Oracle’s CX Product Portfolio

  • Oracle is Committed to Siebel and a Rich Product Roadmap focused on Customer Experience, Industry Innovation and Increased Agility

  • There are Many Opportunities for Customers to Leverage their Investment in Siebel to Solve Business Needs

  • Siebel UCM (Oracle Customer Hub – OCH) will continue as a leading innovator serving the MDM community


Attend upcoming siebel sessions

Attend Upcoming Siebel Sessions


Attend upcoming siebel sessions1

Attend Upcoming Siebel Sessions


Visit the siebel demo pods

Visit The Siebel Demo Pods


Join the cx conversation @ openworld

Join The CX Conversation @ OpenWorld

#CX

#OOW13

@OracleCX


Stay connected with cx

Stay Connected With CX


  • Login