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Oracle Customer Experience CX Vision and Roadmap. Confidential Provided Only Under NDA David Vap Group Vice President Matthew Banks Senior Director.

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Oracle Customer Experience CX Vision and Roadmap


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    1. Oracle Customer ExperienceCX Vision and Roadmap ConfidentialProvided Only Under NDA David Vap Group Vice President Matthew Banks Senior Director

    2. 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. Safe Harbor Statement

    3. The CX Imperative The CX Design Approach CX Portfolio and Roadmap CX Customer Stories

    4. The CX Imperative The CX Design Approach CX Portfolio and Roadmap CX Customer Stories

    5. Use of Technology is Exploding Social Mobile Data Cloud Driven by a Combination of Accelerated Trends

    6. Behaviors Are Rapidly Evolving Always Connected Always Sharing Always Aware The Rate Of Adoption Is Unprecedented

    7. Expectations And Demands Are Rising More Options More Access More Influence Increasing At Home, Where You Buy & Where You Work

    8. Creating Massive Disruptions Greater Commoditization Media Explosion Global Competition Making It Harder To Differentiate, Compete And Win

    9. Leading To Unintended Consequences 26% 86% 69% of consumers now post negative comments to social sites after a bad experience.* of customers now stop doing business with an organization after one bad experience.* of employees today are not actively engagedin their jobs.* Customers Are Fighting Back And Taking Control

    10. The CX Imperative The CX Design Approach CX Portfolio and Roadmap CX Customer Stories

    11. Me Here Now Brands are competing to engage – competing for limited time, money, attention Engage Me Recognise Me Serve Me Inspire Me Reward Me Empower Me

    12. Beyond Stand-alone Transactions Customers interact with the brand – across the lifecycle

    13. Beyond Stand-alone Channels Customers interact with the brand – across channels and devices NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND Web Mobile Social In-store Kiosks Call center

    14. Beyond Stand-alone Departments Customers interact with the brand – across functional barriers, even within a single transaction NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND Web Mobile Social In-store Kiosks Service Functional natureof interaction Sales Commerce Marketing

    15. Designing CX - Journey Mapping Oracle is investing to help our customers – by mapping their journeys, to drive CX improvement I was a bit sceptical... but it was absolutely fantastic...a way of building consensus, finding new insight, and .driving tangible conclusions . Oracle customer June 2013

    16. Designing CX – From the “Outside-In” Understanding the value of your brand (and the interactions that matter) in terms of customer empathy Me Here Now! Core Interaction More Expectation Sales & Commerce Social Networking Engage Me Recognise Me moments of truth Service & Support Digital Content Serve Me Inspire Me Marketing & Promotions Smart Fulfilment Reward Me Empower Me lifetime of value

    17. Industry-Specific Experience Retail and Consumer Goods Retail &Consumer Goods Core Interaction More Expectation Me-Here-Now! Sales & Commerce Social Networking My Basket & My Payment My Friends & My Opinions moments of truth Service & Support Digital Content My Questions & My Needs My Location & My Desires Marketing & Promotions Smart Fulfilment My Offers & My Rewards My Deliveries & My Merchandize lifetime of value

    18. Industry-Specific Experience Telecommunications and Media Media &Telecommunications Core Interaction More Expectation Sales & Commerce Social Networking My Contract & My Device My Friends & My Interests moments of truth Service & Support Digital Content My Bill & My Queries My Location & My Desires Marketing & Promotions Smart Fulfilment My Benefits & My Upgrades My Services & My Options lifetime of value

    19. Industry-Specific Experience Retail Finance Insurance &Retail Banking Core Interaction More Expectation Me-Here-Now! Sales & Commerce Social Networking My Products & My Services My Friends & My Concerns moments of truth Service & Support Digital Content My Payments & My Queries My Location & My Needs Marketing & Promotions Smart Fulfilment My Options & My Benefits My Alerts & My Thresholds lifetime of value ¥€$

    20. Industry-Specific Experience Travel & Hospitality Travel &Hospitality Core Interaction More Expectation Me-Here-Now! Sales & Commerce Social Networking My Booking & My Itinerary My Friends & My Interests moments of truth Service & Support Digital Content My Needs & My Charges My Location & My Security Marketing & Promotions Smart Fulfilment My Rewards & My Incentives My Comfort & Convenience lifetime of value

    21. Industry-Specific Experience Automotive Automotive & Financing Core Interaction More Expectation Sales & Commerce Social Networking My Vehicle & Configuration My Friends & My Prestige moments of truth Service & Support Digital Content My Contract & Maintenance My Location & My Support Marketing & Promotions Smart Fulfilment My Options & My Benefits My Services & My Connectivity lifetime of value

    22. Industry-Specific Experience In the workplace (with further industry-specific dimensions) At Work(B2B CX) Core Interaction More Expectation Me-Here-Now! Sales & Commerce Social Networking My Purchasing & My Re-ordering My Colleagues & My Concerns moments of truth Service & Support Digital Content My Maintenance & My Support My Location & My Desires Marketing & Promotions Smart Fulfilment My Offers & My Benefits My Needs & My Devices lifetime of value

    23. Customer-Centric Capability Common cross-industry dimensions to delivering great CX Your Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value

    24. Underlying CX Foundations Powerful enabling capabilities to support sustainable, high performance CX Your Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value Industry-specific Pervasive Intelligent Execution & Differentiation Everything Mobile Real Time Decisions Adaptable Processes Single Customer View Infrastructure-enabled Agile Integration Big Data, Fast Data Comprehensive Insight Extreme Performance

    25. Industry-Specific Enrichment Retail Example Retail Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value Industry-specific Pervasive Intelligent Real Time Loyalty Smart Merchandizing Click & Collect Everything Mobile Real Time Decisions Adaptable Processes Single Customer View Infrastructure-enabled Agile Integration Big Data, Fast Data Comprehensive Insight Extreme Performance

    26. Industry-Specific Enrichment Telecommunications Example Telecoms Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value Industry-specific Pervasive Intelligent Agile Configuration Smart Provisioning Intelligent Billing Everything Mobile Real Time Decisions Adaptable Processes Single Customer View Infrastructure-enabled Agile Integration Big Data, Fast Data Comprehensive Insight Extreme Performance

    27. Industry-Specific Enrichment Automotive Example Automotive Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value Industry-specific Pervasive Intelligent Aligned Dealers Connected Car Rich Knowledge Everything Mobile Real Time Decisions Adaptable Processes Single Customer View Infrastructure-enabled Agile Integration Big Data, Fast Data Comprehensive Insight Extreme Performance

    28. Powerful Possibilities - But Where Do I Start? Designing CX requires pragmatism and focus in a complex world Your Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value viability value

    29. Powerful Possibilities - But Where Do I Start? Designing CX requires pragmatism and focus in a complex world Your Brand small enough to deploy simple enoughto understand & adopt CAPABILITIES SOLUTIONS moments of truth lifetime of value viability value • Oracle solutions designed for CX professionals in customer-centric enterprises big enough to matter distinctive enoughto set me apart

    30. The CX Imperative The CX Design Approach CX Portfolio and Roadmap CX Customer Stories

    31. Complete CX Portfolio Oracle Customer Experience In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Commerce OracleSales Oracle Marketing Oracle Social Oracle Service 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 Purpose-built applicationsfor discrete business problems, or as a suite of apps 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

    32. Oracle Marketing Key Capabilities: Loyalty Management Social Marketing Marketing Measurement Campaign Management Contact and Lead Management Key Investments: • Best of Breed Marketing, Content Targeting, Optimization • New Industry-Specific Solutions • Enhanced Globalization, Internationalization • Integrations to Sales, Service, Social and Commerce

    33. Oracle Commerce Key Capabilities: Commerce Platform Experience Management Product Content Management Order Management Social Commerce Key Investments: • Enhanced Pricing, Promotions, Personalization • Greater Power for Business Users • Dynamic Faceting and Guided Search and Navigation • Omni Channel Commerce and CX Portfolio Integrations

    34. Oracle Sales Key Capabilities: Sales Force Automation Territory and Quota Mgmt. Incentive Compensation Sales Forecasting Partner Relationship Mgmt. SocialSelling Key Investments: • Easy to Use and Anywhere, Anytime Access • Business Process Driven Communications, Collaboration and Content • Standards-based Configuration, Extension, Integration • Integration to Marketing, Social and Service

    35. Oracle Service Key Capabilities: Web Customer Service Cross-Channel Contact Center Knowledge Management Policy Management Field Service Social Customer Service Key Investments: • Next-generation Self-Service • Performance Enhancing Agent Experiences • Complex Knowledge Management • New B2B Service Capabilities • Integration to Sales, Marketing, Commerce and Social

    36. Oracle Social Key Capabilities: Social Commerce SocialSelling Social Networking & Collaboration Social Listening & Engagement Social Marketing Social Customer Service Key Investments: • Seamless User Experience, Workflow, and Analytics • Best-of-Breed Social Marketing and Advertising Support • Advanced Signal Detection, Auto-categorization and Routing • Enhanced Globalization and Internationalization • Integration with Marketing, Sales, Commerce, and Service

    37. Foundational Tools Key Capabilities: Integration and BPM/SOA Tools Mobile, Portal and Content Tools MDM, BI and Decisoining Tools Cloud Infrastructure and Platform Services Key Investments: • Platform-as-a-Service • Frameworks for Mobile Web and Mobile App Building • Single View of Customer • Improved Decisioning, Analytics and Integration

    38. The CX Imperative The CX Design Approach CX Portfolio and Roadmap CX Customer Stories

    39. A Broad CX Portfolio Powerful capabilities to support sustainable, high performance CX Your Brand Core Interaction More Expectation “how we interact” “how we bond” Sales & Commerce Social Engagement moments of truth distinctive distinctive Service & Support Digital Content distinctive distinctive Marketing & Promotion Fulfilment & Supply distinctive distinctive lifetime of value Industry-specific Pervasive Intelligent Execution & Differentiation Everything Mobile Real Time Decisions Adaptable Processes Single Customer View Infrastructure-enabled Agile Integration Big Data, Fast Data Comprehensive Insight Extreme Performance

    40. Powerful Possibilities - But Where Do I Start? Deploying CX requires pragmatism and focus in a complex world Your Brand small enough to deploy simple enoughto understand & adopt CAPABILITIES SOLUTIONS moments of truth lifetime of value viability value big enough to matter distinctive enoughto set me apart

    41. Oracle Customer ExperienceCX Vision and Roadmap ConfidentialProvided Only Under NDA David Vap Group Vice President Matthew Banks Senior Director

    42. APPENDIX