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Empowering Social Business

Empowering Social Business. Meg Bear Group Vice President, Oracle Social Cloud Platform @ MegBear. Safe Harbor Statement.

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Empowering Social Business

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  1. Empowering Social Business Meg Bear Group Vice President, Oracle Social Cloud Platform @MegBear

  2. 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.

  3. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX @oraclesocial

  4. Technology Changing Everything Mobile, Digital, Social via the Cloud St. Peter’s Square, Rome

  5. The Age of the Empowered ConsumerMobile, Social & Connected Across Multiple Platforms • 72% of online adults use social networking sites • Social is the No. 1 online activity (one-fifth time is social) • 55% of social networking consumption occurs on mobile devices: 63% of smartphone users are social • More than 50% of the world’s 2.4B Internet users access a social network comScore, Pew, Cisco, eMarketer 2013

  6. Technology & the Empowered ConsumerCreating a Data-Driven, Customer-Centric World 20X Data volume will grow to 20X of today by 2020 (Gartner) 75% Digital information is generated by individuals(IDC) 300M Photos uploaded daily to Facebook 2.5 quintillion bytes of data created every day. 400M Average number of Tweets per day

  7. Customers Now Have a Dynamic New Journey NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND Web Mobile Social Service In-store Sales Kiosks Commerce Marketing Call center

  8. Social a Transformational Medium • More than 70% ofbusinesses today use social technologies and 90% report seeing a business benefit • 90% of all purchases are subject to social influence • 20-25%: Projected productivity lift across workforce due to social collaboration and sharing technologies • . McKinsey & Co., The Social Economy (2012)

  9. Adoption of Technology - Social’s Swift Pace How long does it take to reach 50 Million users?

  10. Empowered Consumers Have Influence “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Jeff Bezos Amazon CEO

  11. State of Social Today is Evolving, Shifting… Broadcasting Listening & Engaging Relationships

  12. Social Data to Listen, Learn & Act Transforming Social Conversations into Actionable Intelligence

  13. Extend Social Across the Enterprise Social Customer Service Social Networking & Collaboration Social Commerce SocialSelling Social Marketing Social HR

  14. Social to Enhance the Customer Experience Majority of global executives (91%) wish to be considered a customer experience leader in their industry. 81% believe social an essential part. Oracle Global Executive CX Study

  15. Transformation to a Social Business • 70% believe that social business is an opportunity to fundamentally change the way their organization works. • Yet, on a scale of 1-10, only 10%rated their company an 8 or above; 50% rated 3 or below MIT Sloan Management Review Study 2013 Social Business Global

  16. Altimeter’s Survey of Social Media Professionals • Only 34% felt that their social strategy was aligned with the business goals and outcomes. • Only 28% felt they have achieved a holistic approach to social media – although all cited that as the goal. Altimeter Evolution of Social Business Strategy, 2013

  17. Gartner Predicts a Social Business #Fail? Gartner estimates that 80% of social business projects between now and 2015 will yield disappointing results because of a lack of leadership support and a narrow view of social as just a technology and not a business driver. Gartner: “Predicts 2013:Social & Collaboration Go Deeper & Wider” Nov. 2012

  18. Transformational Change Not Easy or Automatic…

  19. Collaboration & Technology Are Required “Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.” Oracle/Economist October 2012

  20. Embrace Change & Drive Strategy Across People, Processes & Technologies People Collaborative Social Enterprise Connected Empowered Consumer Process Technology

  21. Social Business Evolution & Revolution “The evolution of social business doesn’t happen overnight; its requisite is a realization and cultural shift around the value that social media affords the entire organization, across multiple business units and applications.” Altimeter, “The Evolution of Social Business” March 2013

  22. Oracle’s Social Business Solution Embrace, Adapt, Innovate& Succeed Social Innovation & Expertise • Social Innovation & Expertise: Vitrue, Involver & Collective Intellect; Product Expertise w/ Leadership • CX Integrations: Social integrations across the enterprise; Oracle’s legacy of global CX expertise • Oracle Global Customers: Global customers and vision; plus global resources like scalability, security and ease of deployment. Unified Social Business Solution Oracle Global Customers CX Integrations

  23. Oracle CX connects every engagement your customer has with your brand • Leader in CRM Lead Management • Leader in E-Commerce • Leader in Sales Force Automation • Leader in CRM Web Customer Service • Leader in CRM for Large Organizations • Leader in CRM Customer Service Contact Centers • Leader in CRM Suite for Customer Service Solutions In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service 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

  24. Oracle CX delivers for youand your customers SMARTER SALES CONNECTED SERVICE MODERN MARKETING • COMMERCE ANYWHERE Personalize Experiences Connect Interactions Drive Results Sell More Know More Grow More Understand Needs Solve Problems Delight Customers Engage Audiences Know Buyers Drive Revenue

  25. Social Everywhere MODERN MARKETING • COMMERCE ANYWHERE SMARTER SALES SOCIAL ENGAGEMENT CONNECTED SERVICE BeEngaging, Be Insightful, Be Transparent

  26. Oracle Social Cloud: SRM Industry’s Only Unified, Comprehensive & Integrated Social Solution Social Marketing Social Engagement & Monitoring Social Network Social Data Social Network Social Data

  27. Oracle Social Cloud: The ProductsSocial Engagement & Monitoring • Signal Detection and Processing • Latent Semantic Analysis (LSA) • Market-leading listening quality • Sentiment analysis • Global data & listening • Actionable • Automatic categorization • Enterprise routing • Ease of Use • Topic and dimension discovery • High volume optimized engagement Listen Analyze Monitor, Categorize, Route Engage

  28. Oracle Social Cloud: The ProductsSocial 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 Analyze Create & Plan Publish Amplify

  29. Oracle Social Cloud: The ProductsSocial 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 Engage Extend Inform Drive

  30. Oracle Social Cloud: The ProductsSocial 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 Collect Integrate Enrich & Aggregate Analyze

  31. FOR INTERNAL USE ONLY, DO NOT DISTRIBUTE Oracle Social Demo

  32. FOR INTERNAL USE ONLY, DO NOT DISTRIBUTE Oracle Social: Unified, Complete & Integrated “The latest evolution in Oracle’s strategy of socially enabling the enterprise.” - MediaPost (3/7/13)

  33. Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Best-in-Class Social Marketing Capabilities Leading Listening, Engagement and Routing Purpose Driven, Internal Social Collaboration Global Capabilities, Customers & Social Expertise Seamless Integration with Oracle Enterprise Portfolio Global Capabilities & Social Expertise

  34. Oracle’s Eight Social Business Best Practices • Support: Executive Buy-in & Support; Culture of Commitment • Strategy:Align Social Efforts with Business Objectives & Goals • Collaboration: Across People, Processes,Technology (CMO & CIO) • Guidance: Develop Social Guidance, Policies & “Centers” • Leadership:Assign Social Champions Internally to Lead Charge • Integration: Integrate Technology, Processes Across Enterprise • Results: Prove the Results & Showcase the Social Successes • Education:Learn, Adapt, Refine, Succeed

  35. Social is Transformational…Embrace it. “We shape our tools, and thereafter our tools shape us!” Marshall McLuhan Philosopher, Intellect & Professor

  36. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX @oraclesocial

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