Oracle Cloud: Customer Experience. Steve Miranda Executive Vice President Product Development

Transcription

1 Cloud: Customer Experience Steve Miranda Executive Vice President Product Development

2 Safe Harbor Statement "Safe Harbor" Statement: Statements in this presentation relating to 's future plans, expectations, beliefs, intentions and prospects are "forward-looking statements" and are subject to material risks and uncertainties. Many factors could affect our current expectations and our actual results, and could cause actual results to differ materially. We presently consider the following to be among the important factors that could cause actual results to differ materially from expectations: (1) Economic, political and market conditions, including the economic situation in Europe and slowing economic conditions in other parts of the world, can adversely affect our business, results of operations and financial condition, including our revenue growth and profitability, which in turn could adversely affect our stock price. (2) We may fail to achieve our financial forecasts due to such factors as delays or size reductions in transactions, fewer large transactions in a particular quarter, unanticipated fluctuations in currency exchange rates, delays in delivery of new products or releases or a decline in our renewal rates for support contracts. (3) Our hardware systems revenues and profitability could decline, and we may fail to achieve our financial forecasts with respect to this business. (4) We have an active acquisition program and our acquisitions may not be successful, may involve unanticipated costs or other integration issues or may disrupt our existing operations. (5) Our international sales and operations subject us to additional risks that can adversely affect our operating results, including risks relating to foreign currency gains and losses. (6) Our periodic workforce restructurings, including reorganizations of our sales force, can be disruptive. (7) If we are unable to develop new or sufficiently differentiated products and services, or to enhance and improve our products and support services in a timely manner or to position and/or price our products and services to meet market demand, customers may not buy new software licenses, cloud software subscriptions or hardware systems products or purchase or renew support contracts. A detailed discussion of these factors and other risks that affect our business is contained in our SEC filings, including our most recent reports on Form 10-K and Form 10-Q, particularly under the heading "Risk Factors." Copies of these filings are available online from the SEC or by contacting Corporation's Investor Relations Department at (650) or by clicking on SEC Filings on s Investor Relations website at All information set forth in this presentation is current as of April 29, undertakes no duty to update any statement in light of new information or future events.

3 Use of Technology is Exploding Social Mobile Big Data Cloud Driven by a combination of Accelerated Trends

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

5 CX is a Top Priority for Executives Nearly all businesses 91% Wish to be considered a CX leader in their industry 1 38% Are just getting started with a formal CX initiative 16% Consider their CX initiative advanced 2...but An Execution Gap Exists O Keeffe & Company an independent market research firm worked on behalf of to conduct online interviews with 1,342 global senior executives

6 Cloud: Customer Experience Mobile Social In Store Contact Center Field Service Direct Sales Web Channel CONTENT Sites & Endeca SOCIAL Social Cloud MARKETING Marketing Cloud COMMERCE Commerce Cloud CPQ Configure- Price-Quote Cloud SALES Sales Cloud SERVICE Service Cloud Integrated Customer Experience Foundation Social Network 22 Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations

7 The World Works on CX Cloud Marketing, Sales, Service, Commerce, Social CX Cloud... is currently being used by 4,000 companies 89 Billion s sent in Billion Profiles updated monthly 1 Billion customer experiences per month 7.5 Trillion data elements served per month Has 34 languages being used in 180 countries

8 s Strategy Deliver a single, integrated, engaging, and highly personalized customer experience with a unified customer experience cloud Across all interactions a customer or prospect has with an organization across the entire lifecycle Across all channels through a customer or prospect interacts with an organization Across all systems and functions through which an organization interacts with its customers and prospects On a common foundation platform which provides social, predictive analytics, integration and extensibility

9 Customer Experience Marketing Targeting and Segmentation Multi-Channel Campaign Management Web Marketing Social Marketing Display Advertising Mobile Advertising Data Management Platform Marketing Measurement

10 Customer Experience Sales Force Automation Customer Data Management Territory Management Sales Prediction Partner Relationship Management Sales Campaigns Leads and Opportunities Forecasting Quota & Compensation Management

11 Customer Experience Commerce & Configure-Price-Quote Configure Price Quote ERP, Supply Chain & E- Signature Integration Catalog Management Search & Personalization Recommendations Transaction Mgmt.

12 Customer Experience Customer Service Web Customer Service Mobile Self-Service Chat and Co-Browse Management Knowledge Management Cross Channel Contact Center Support Communities Policy Management

13 Customer Experience Social Relationship Management Social Listening & Engagement Social Marketing Social Networking & Collaboration Social Data & Insight Social Foundation (Data Mgmt, Integration Tools, Process Automation, Analytics)

14 Big Data for Customer Experience

15 Demonstration

16 Customer Experience Key Capabilities Unified View of Customers: Marketing, Sales, Commerce, Service - Across modern devices: Tablets, Smartphones, and Web - One-set of Cloud Foundation tools: Social, Business Intelligence, and Data Quality Complete multichannel B2B and B2C Marketing - Enriched business and consumer data across channels: Advertising, Sites, Search, , and Mobile Intuitive, role-based, intelligent SFA for direct and channel selling - Enterprise territory planning, structured selling, and smart opportunity scoring to grow revenue Accelerated product bundling, pricing, and contracting in the cloud - Deliver real-time product configuration, price discount and quote proposal to customers faster Best-in-class knowledge management in the cloud - Self-service or assisted service with the up-to-date knowledge solution

17 Customer Experience (continued) Key Capabilities Integrated CRM and ERP drives efficiency for many industries - Prospect to Account Origination workflow with Banking Platform - Campaign to Cash business process with EBS and JDE Integrations Powerful business analytics tailored for different CX users - KPI-driven executive dashboards focus on hitting top line revenue and mitigate risks - Transaction BI reports refresh real-time across devices: Tablets, Smartphones, and Web s PaaS platform can be used to extend applications - Build custom Cloud applications in Java, and extend CX Cloud capabilities for custom requirements - Leverage Java Cloud to maintain integrations with remaining systems - Offer Document Cloud for cloud-based file sharing with robust security and integration - Leverage Identity Management and governance across applications

18 Competitive Differentiators vs. other CRM Cloud Vendors Only Cloud offering with complete B2B and B2C Customer Experience - Marketing, Sales, Commerce, Service Cloud + Data as a Service platform Unified Marketing across Web, , Display, Search, Social, Video and Mobile channels - Quality leads across channels that accelerates with shift to Mobile and Social Engage and Participate actively in the Social CRM Shift - Integrates Social Listening, Marketing, Engagement into single Data Model, Workflow Modern CRM Capabilities with embedded Data Quality and Big Data Analytics - Intuitive Single View of the Customers with clean, complete, enriched data and comprehensive business intelligence

19 Competitive Differentiators (continued) vs. other CRM Cloud Vendors Increased Sales Productivity with complete opportunity-to-quote capability - Respond to sales inquiries faster, and close more deals anywhere and anytime Highly Differentiated Customer Service and Self-Service Solution Integrated Cloud solution utilizing pre-built integrations provided by - Start with a CX Cloud or HCM Cloud, and add-on ERP Cloud Empower IT to respond to the business needs rapidly with Infrastructure and Platform Clouds

20 Customer Experience Across Industries Communications Communicatio ns Financial Svcs Manufacturing Automotive High Tech Consumer Goods Media & Travel Insurance Life Sciences Retail Healthcare Public Sector

21 Customer Examples Business Benefits Panasonic UK is a leading supplier of consumer and business related electronics products. Marketing transformation with modern Sales and Marketing Cloud integrated with Siebel Benefits: Fast, cross-channel marketing experience resulting in realtime demand generation for the sales organization Uses s CX Suite (Sales, Marketing and Service) & Industry Applications to transform its business processes Benefits: Single Customer Experience Platform across retail, and online channels Atradius Collections sits within a world-class credit management operation and has over 350 collections specialists worldwide. Benefits: Streamlined sales activities with a single view of customer data across Sales and Marketing teams YMCA SV leverages CX and ERP Cloud to grow memberships and improve customer experience through social and mobile Benefits: Intuitive UI requires little training of young staff. Integrated solution to manage member experience from sales, marketing and invoice

22 Customer Examples Business Benefits National Oilwell Varco achieves global reach across all channels for Commerce Everywhere using s CX Suite Benefits: Integrated Lead-to-Cash with Sales Cloud, Marketing Cloud, CPQ Cloud, and E-Business. SFDC replacement Leader in specialty coffee industry uses Sales Cloud and Marketing Cloud to streamline direct sales, and indirect channel management Benefits: Boosted productivity with synergies between sales/marketing U. K. technical solutions provider for Corporate, SMB and Service providers Benefits: Integrated Sales and Marketing solution with Business Intelligence to measure campaign ROIs Custom home-builder in business for over 85 years. Use Marketing and Sales Cloud to gain better visibility to prospects and customers. Benefits: Targeted Marketing communications with executive visibility to key business metrics through a strong BI solution

23 Customer Examples Business Benefits One of the world's largest tax services providers leveraging Sales Cloud integrated with Peoplesoft to deliver solid franchise management Benefits: Modern franchise relationship management protecting brand, increasing user adoption on tablet, and delivering KPIs to executives European leader in digital services in 16 different countries leveraging Sales and Marketing Cloud to reduce cost, and improve user adoption with modern mobile solutions Benefits: Increased sales productivity and customer interactions with the use of smartphone, tablet, and Outlook integration Leading Consumer Products company uses s Social Cloud to build its brand on Social Media Benefits: Gains customer feedback in real time about event effectiveness, brand health and new brand opportunities Leading Waste Management company uses s Service Cloud & Supply Chain solutions to streamline customer service Benefits: Accelerated case resolution; 70% faster new customer setup process; Superior customer experience with single portal

24 Responsys Customers By Industries TRAVEL, AUTOS & FINANCIAL SERVICES TECHNOLOGY RETAIL & ECOMMERCE ENTERTAINMENT

25 BlueKai Customers By Industries FINANCIAL SERVICES TECHNOLOGY RETAIL & ECOMMERCE WIRELESS TRAVEL, AUTOS & ENTERTAINMENT PUBLISHERS DATA PROVIDERS INTEGRATIONS

26 Cloud: Customer Experience Mobile Social In Store Contact Center Field Service Direct Sales Web Channel CONTENT Sites & Endeca SOCIAL Social Cloud MARKETING Marketing Cloud COMMERCE Commerce Cloud CPQ Configure- Price-Quote Cloud SALES Sales Cloud SERVICE Service Cloud Integrated Customer Experience Foundation Social Network 22 Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations

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