Oracle WebCenter Sites: Use Great Customer Experiences to Increase Customer Engagement

2. Oracle WebCenterSites:Use Great Customer Experiences to Increase Customer Engagement Jon Huang Director of Product Management

3. 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.

4. Program Agenda • The Online Channel: Today’s Business Imperatives • Delivering Exceptional Online Experience with Oracle WebCenter Sites • Q&A

5. Today’s Customers Are in Control The Business Implications for the Online Channel MORE CHOICES HIGHER EXPECTATIONS MORE INFLUENCE

6. 40% The percentage of consumers who factor in Facebook recommendations when making purchasing decisions BUSINESS IMPERATIVE: GET SOCIAL Increasing Campaign Effectiveness with Social Media, Syncapse

7. 48% Percentage of consumers using their mobile devices to research and browse products and services BUSINESS IMPERATIVE:ANYTIME, ANYWHERE ENGAGEMENT Oracle White Paper: Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

8. 70% Personalized web experiences can increase conversion rates by 70% BUSINESS IMPERATIVE:KNOW YOUR CUSTOMER Search Engine Watch: Personalized eCommerce Sites Can Increase Conversions by 70% Image Source: http://www.flickr.com/photos/matturick/4770355554/sizes/z/in/photostream

9. 3% Only a small percentage of organizations feel that they provide an excellent multichannel customer experience BUSINESS IMPERATIVE: CONNECTING THE CUSTOMER EXPERIENCE Reducing Online Customer Struggle, eConsultancy

10. MAKE IT PERSONAL Executing on Business Imperatives What Does it Take to Deliver Exceptional Online Experience? MAKE IT ENGAGING MULTICHANNEL SOCIAL RELEVANT INTUITIVE CUSTOMIZED INTERACTIVE MAKE IT CONSISTENT

11. Engage. Empower. Extend. Exceptional Online Experience with Oracle WebCenter Sites ENGAGE Your Customers with Relevant, Interactive, and Mobile Experiences EMPOWER Your Business to Deliver Engaging Online Customer Experiences EXTEND Your Online Experience Across Multiple Touch Points and Channels

12. MULTICHANNEL • RELEVANT AND PERSONALIZED ENGAGE YOUR CUSTOMERS • SOCIAL AND INTERACTIVE

13. Relevant Personalize the Site Visitor Experience with Targeting • Target content and campaigns to customers based on their attributes and behavior • Easily create visitor segments & recommendations with a flexible rules engine • Base segmentation on implicit and/or explicit criteria • Target at a granular level based on visitor membership in multiple segments

14. Social & Interactive Encourage Interaction Through Social Computing • Encourage customer interactivity with User-Generated Content (UGC): • Polls • Ratings & Reviews • Comments • Likes & Recommendations • Utilize UGC to dynamically drive the content of your site • Leverage UGC for search engine optimization

15. Social & Interactive Extend the Reach of Your Website Content to Social Networks Website Article Customer’s Facebook Page • Facilitate social participation by enabling visitors to log in to your site with their Facebook or Twitter IDs and share content with their networks • Extend to 20+ networks

16. Mobile-Enabled Engage Customers Consistently Across Web and Mobile Channels • Manage traditional and mobile websites from the same business user interface • Reuse content and layouts from the traditional web presence • Easily optimize for thousands of mobile device types • Enable location-based services • Offer comprehensive video and rich media support

17. EASE SITE AUTHORING MODERATE UGC CENTRALLY EMPOWER YOUR BUSINESS GAIN INSIGHT WITH ANALYTICS

18. Create Empower Business Users with Intuitive Authoring Tools • Enable marketers and line-of-business teams • Simplify site creation and management • Reduce reliance on IT for day-to-day site maintenance • Empower the business to deliver on customer experience initiatives

19. Moderate Easily Manage User-generated Content to Enterprise Standards • Encourage social interaction while safeguarding brand integrity • Streamline the moderation of user comments and reviews • Easily set various levels of manual, automatic and community based moderation • Employ whitelists, blacklists, key word filters and flagging to automate moderation

20. Analyze Leverage Granular Content Analytics to Improve Engagement • Track aggregate usage of content assets across pages & sites • Track effectiveness of targeted site content for user segments • Visualize results with in-context reporting • Understand site usage via behavioural tracking • Access comprehensive reports or create your own

21. ACROSS MICROSITES EXTEND THE EXPERIENCE ACROSS REGIONS & LANGUAGES ACROSS CHANNELS

22. Scale Cost-effectively Grow Your Online Presence to Meet Global Needs • Streamlined multisite management • High performance delivery of rich media driven sites • Scalable dynamic delivery of personalized content • Re-use digital assets & other content across multiple sites

23. Translate Lingotek Inside for WebCenter Sites • Provide articles, pages and sites in multiple languages • Manage multiple translations from within the WebCenter Sites UI leveraging native workflows • Easily select and manage what to translate, when and by who - business users, crowd-sourced, and expert translation services • Authoring UI available in 10 languages

24. Extend Cost-Effectively Extend Brand Reach Across Channels Check out this article… Glad to see Star Beach getting attention. Surf’s Up Locally Glad to see Star Beach getting attention. • Enable customers to share content, comments and reviews from your site to 20+ social networks • Syndicate content gadgets to partner sites • Create new revenue streams through syndication

25. Integrate Oracle’s Complete Portfolio for Delivering CX Solutions In Store Contact Center Social Field Service Direct Sales Mobile CX for Marketing CX for Commerce CX for Sales CX for Service Channel Sales Web WEBCENTER SITES COMMERCE (ATG | ENDECA) SIEBEL MARKETING / ELOQUA SOCIAL MARKETING (VITRUE) WEBCENTER PORTAL KNOWLEDGE MANAGEMENT (RIGHT NOW | INQUIRA) SIEBEL SALES / SERVICE SOCIAL NETWORK CX FOUNDATION SERVICES REAL-TIME DECISIONS | SIEBEL CRM | BI | BPM | SOCIAL ENGAGEMENT & MONITORING (COLLECTIVE INTELLECT | INVOLVER) | ELOQUA

26. Engage. Empower. Extend. Exceptional Online Experience with Oracle WebCenter Sites ENGAGE Your Customers with Relevant, Interactive, and Mobile Experiences EMPOWER Your Business to Deliver Engaging Online Customer Experiences EXTEND Your Online Experience Across Multiple Touch Points and Channels

27. Oracle WebCenter Sites A Market Leader in Online Experience A leader in vision. A leader in execution. Gartner: Magic Quadrant for Web Content Management,September 2012 This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

28. Customer Success: The Hartford • CUSTOMER ENGAGEMENT • One of the world’s largest insurance companies • Delivers a consistent brand experience across 100+ sites in multiple languages with 150+ content contributors • Uses segmentation and targeting to offer the most appropriate coverage to site visitors • Able to support global deployment with only five developers

29. Customer Success: News Ltd. • BUSINESS EMPOWERMENT • The #1 national newspaper in Australia; division of News Corp. • First to market with breaking news publishing in seconds • Record breaking scale with over 400M page views per month • Enables 250 content authors to create, edit and publish articles

30. Customer Success: KPN • WebCenter based CX platform enables KPN to begin realizing their vision for a connected customer experience anytime, anywhere, on any device • Open & integrated architecture using WEM, portal, WEM, identity mgmt, CRM, knowledge mgmt & ERP • Began rolling out MyKPN to customers for online self-service • CROSS-CHANNEL EXPERIENCE WEBLOGIC PORTAL WEBCENTER SITES IDENTITY MGMT E-BUSINESS SUITE SIEBEL CRM RIGHTNOW BILL PRESENTMENT CUSTOMER & PRODUCT DATA FREQUENTLY ASKED QUESTIONS

31. Customer Success: Real Madrid • CUSTOMER ENGAGEMENT • One of Europe’s most successful football clubs with legions of fans across the globe • Website serves as a hub for global fan engagement • Deliver a dynamic and media rich online experience to over 3 million unique visitors per month

32. Oracle WebCenter Delivering Exceptional Online Customer Experience

33. Q&A oracle.com/webcenter