<Insert Picture Here> Customer Experience. Matthew Banks Danny Rippon

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1 <Insert Picture Here> The Engaging Smart Emerging Digital Differentiated Customer Experience Matthew Banks Danny Rippon

2 Where Brand Promise Meets Brand Execution Raving Fans The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience

3 Where Brand Promise Meets Brand Execution Raving Fans Sarah The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience

4 Where Brand Promise Meets Brand Execution The Perfect Customer Experience #10: Compelling Interface #1: Smart Cross-Channel #9: Social Networking #2: Contextual Journeys #8: Enduring Loyalty #3: Engaging Self-Service #7: Distinctive Clienteling #4: Outbound Precision #6: Mobility / Location Services #5: Action Framework 4

5 Where Brand Promise Meets Brand Execution The Perfect Customer Experience #9: Social Networking I trust you. So do my friends. I enjoy being your advocate. I am glad to be part of your social network, and I am glad you are part of mine. I like you #8: Enduring Loyalty You recognise me and reward me. I appreciate the way you treat me. You make me feel special and you understand what makes me tick #7: Distinctive Clienteling My experience in your stores is smart, stylish and distinctive. Your staff are wellinformed and use cool technology to make me feel special #10: Compelling Interface Your brand is cool. Whatever the channel, the experience is fresh and compelling and unmistakable. I am proud to be your customer #6: Mobility / Location Services Wherever I go, you understand and anticipate what is right for me, there and then. I take you everywhere. It s fun and invaluable having you there #1: Smart Cross-Channel Your brand is consistent and trustworthy. You never drop the ball. Whatever the channel, you are there whenever and wherever I need you #5: Action Framework You deliver on your promises. You don t just recommend actions, you execute them, there and then, across channels. Said and done #2: Contextual Journeys You understand my history, my current situation and my desired destination. Your recommendations are helpful, astute and non-invasive #3: Engaging Self-Service Interacting with you, to manage my account or consider a purchase, is always helpful. You never hard sell. You often surprise and delight me. #4: Outbound Precision Whenever you contact me, you respect my privacy and understand my preferences. Your messages are relevant and timed to perfection 5

6 one day last week on the web

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10 Complimentary Interior Design Consultation As a valued Lux Club member, we are offering you the opportunity to meet one of our professional design consultants at a store near you. Our design consultants can help give the look you really desire. Schedule an appointment: Confirm Cancel More Available Times

11 Thank You, Sarah Jones Your Confirmation We are pleased to confirm your design consultation with Terry Lucca on 20 th September 2010 at our Palo Alto store. Consultant: Date: Location: Time: Terry Lucca Monday, 20 th September Palo Alto 3:00PM Back to Home Page Exit

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13 two days later in the store

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23 six days later on the road

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33 Another satisfied customer or raving fan

34 Where Brand Promise Meets Brand Execution The Perfect Customer Experience #9: Social Networking I trust you. So do my friends. I enjoy being your advocate. I am glad to be part of your social network, and I am glad you are part of mine. I like you #8: Enduring Loyalty You recognise me and reward me. I appreciate the way you treat me. You make me feel special and you understand what makes me tick #7: Distinctive Clienteling My experience in your stores is smart, stylish and distinctive. Your staff are wellinformed and use cool technology to make me feel special #10: Compelling Interface Your brand is cool. Whatever the channel, the experience is fresh and compelling and unmistakable. I am proud to be your customer #6: Mobility / Location Services Wherever I go, you understand and anticipate what is right for me, there and then. I take you everywhere. It s fun and invaluable having you there #1: Smart Cross-Channel Your brand is consistent and trustworthy. You never drop the ball. Whatever the channel, you are there whenever and wherever I need you #5: Action Framework You deliver on your promises. You don t just recommend actions, you execute them, there and then, across channels. Said and done #2: Contextual Journeys You understand my history, my current situation and my desired destination. Your recommendations are helpful, astute and non-invasive #3: Engaging Self-Service Interacting with you, to manage my account or consider a purchase, is always helpful. You never hard sell. You often surprise and delight me. #4: Outbound Precision Whenever you contact me, you respect my privacy and understand my preferences. Your messages are relevant and timed to perfection 34

35 Where Brand Promise Meets Brand Execution The Perfect Customer Experience #10: Compelling Interface #1: Smart Cross-Channel #9: Social Networking #2: Contextual Journeys #8: Enduring Loyalty #3: Engaging Self-Service #7: Distinctive Clienteling #4: Outbound Precision #6: Mobility / Location Services #5: Action Framework 35

36 Where Brand Promise Meets Brand Execution The Perfect Customer Experience The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience

37 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s all about the customer Customer Experience Process Orchestration Functional Components Data Management

38 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture

39 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture The Speed of Change is Phenomenal

40 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture The Speed of Change is Phenomenal

41 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture The Speed of Change is Phenomenal m m m m Social media mobile users Social media is going mobile!

42 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture The Speed of Change is Phenomenal m m m m Social media mobile users Different Explosion tasks Social and of media devices environments demand (and different is going form mobile! factors ) UI experience

43 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture The Speed of Change is Phenomenal

44 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture

45 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture

46 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture

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48 The Company Starbucks is the largest coffeehouse company in the world with over 9000 stores in the US and over 16,000 stores world-wide, in 55 countries. The Challenge Starbucks market dominance is challenged with entry of Dunkin Donuts and McDonalds in coffee beverages market. In order to retain its loyal customers, Starbucks decided to launch a loyalty program to reward, recognize and deliver great in-store experiences. Starbucks ran its loyalty program on a hosted system (First Data), which lacked flexibility, scalability and functional capabilities. The Solution In order to deliver on it s customer experience strategy, Starbucks decided to bring customer data in-house and migrate to a next-generation loyalty platform that is functionally rich, scalable and integration ready to: Drive a highly innovative and dynamic, customer-centric loyalty program Enable personalized experiences across channels through real-time integration with PoS, starbucks.com and mobile Manage huge real-time transaction volumes (over 11,000 stores North America) Starbucks chose Siebel Loyalty and Siebel Marketing solution. The Journey So Far Starbucks went live in February, All 9000 stores in the US and 1500 stores in Canada are integrated to Siebel Loyalty. Starbucks customers can now earn stars for their visits and redeem their loyalty coupons in real-time at the PoS and earn recognition status to enjoy exciting privileges (free Wi-Fi, birthday drink, etc.). In the next phase (from Summer 2011), Starbucks will begin to extend the footprint world-wide, plus go-live on Siebel Marketing, plus enhance its program by Increased focus on rewarding customers based on who they are and what they buy, more integrated cross-channel profiling, rewarding brand advocacy and other behaviors Enabling customers to recognize themselves and redeem their coupons at the PoS using their mobile phones, preparing the ground for NFC (contactless pay) innovations.

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50 CRM (From The Consumer s Perspective) Applications and technology delivering excellent customer experience flexibly, efficiently, sustainably, scalably, cost-effectively it s also about the architecture

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56 Raving Fans The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience 56

57 Data Management Functional Components Orchestration Experience Customer Engagement Platform Customer Experience Process Orchestration Functional Components Data Management

58 Customer Engagement Platform Adaptive, Real-Time Decisioning Content Off-line Sentiment Industry Applications Experience Design Data Storage Customer-Facing Channels Knowledge ebusiness Applications Data UI / Portal Framework Commerce CRM Applications Data Management On-line Web Application Design Self Service Other Applications Security Process Management Intelligence Data Management Functional Components Orchestration Experience

59 Key Oracle Products Partner / 3rd Party Customer Engagement Platform Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework SvComponents Self Service Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

60 Key Oracle Products Partner / 3rd Party Recently Acquired Customer Engagement Platform > ATG Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework Self Service SvComponents Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

61 Key Oracle Products Partner / 3rd Party Recently Acquired Customer Engagement Platform > Fatwire Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework Self Service SvComponents Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

62 Key Oracle Products Partner / 3rd Party Recently Acquired Customer Engagement Platform > Endeca Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework Self Service SvComponents Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

63 Key Oracle Products Partner / 3rd Party Recently Acquired Customer Engagement Platform > InQuira Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework Self Service SvComponents Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

64 Key Oracle Products Partner / 3rd Party Recently Acquired Customer Engagement Platform > INVESTMENT! Real Time Decisioning Platform (RTD) Off-line Mobile Web Call Center Kiosk POS Bar-Scan Tablet Content ECM Connect Social Media Listen Industry... Other Apps Big Data Web Experience Management Social Gadgets Search Mobile Fatwire Endeca Knowledge InQuira Community Finance Orders E-Business Suite EBS Consumer-Facing Channels (Oracle Custom 3rd Party) M / Searchandizing ATG Commerce Personalization Siebel OLTP ecommerce / Self Service Cart Other Other ATG Artefacts Other Artefacts DWH & Other Sources ebilling Live Help ATG Optimization Recommendation Marketing Loyalty Service Sales Siebel CRM Coherence (Option) various adaptors Master Data Management (MDM) Other Apps OLTP Collab Social ADF JSP JDev Eclipse Portal Framework Self Service SvComponents Community Custom 3rd Party Other Applications Product & Customer HUB Processes (BPM) Security (IDM) B I Platform (OBI-EE) Orchestration Experience Functional Components Data Management * The architecture schema is presented on Safe Harbor terms. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.

65 Brave New World New Agility > Next Generation CRM The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience