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    Driving the Customer

    Experience Revolution

    Michel Van Woudenberg

    Vice President, CRM

    Oracle Asia Pacific

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    Our Customers Priorities

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    Plan To Improve The Customer Exper

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    Leverage the Cloud

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    Harness Big Data/Analytics

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    Mobile

    SocialIn Store Contact Center

    Field Service

    Direct Sales

    Channel SWeb

    Oracle

    Marketing

    Oracle

    Commerce

    Oracle

    SalesOracle

    Service

    The Oracle Customer Experience Portf

    Complete portfolio of best-of-breed

    solutions to deliver better customer

    experiences

    Ope

    ena

    inte

    thir

    Deployed modularly for discrete

    business problems or as a suite of

    applications to address touch points

    across the customer lifecycle

    Foundational Tools

    Oracle CloudIaaS & PaaS Oracle MDM, BI andDecisioning Tools Oracle Integration andBPM/SOA Tools

    Oracle

    Social

    Oracle Mobile, Portaland Content Tools

    Oracle

    Content

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    Application ServicesCustomer Experience Cloud

    Marketing ServSales

    Sell More

    Know More

    Grow More

    EngageAudiences

    Know Buyers

    Drive Revenue

    Understand N

    Solve Pro

    Delight

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    Application ServicesCustomer Experience: Marketing Cloud

    Contact andLead Management

    MarketingMeasurement

    CampaignManagement

    Customer Mas

    Data Managem

    Sales

    Enablement

    Social

    Marketing

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    Some of Our Marketing Cloud Custome

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    Application ServicesCustomer Experience: Sales Cloud

    SFASales Prediction

    IncentiveCompensation

    Territory andQuota Management

    Customer

    Data Mana

    Partner Relationship

    Management

    Sales

    Forecasting

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    Customer Experience: Service Cloud

    WebCustomer Service

    Chat andCo-Browse

    MobileSelf-Service

    Application Services

    Support

    Communitie

    Cross-channel

    Contact Center

    Knowledge

    Management

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    Some Oracle Cloud CustomersSales and Marketing, Service and Support

    http://csolutor.fi/http://evosys.co.in/http://www.crunchbase.com/financial-organization/ngi-capitalhttp://www.internetsolutions.com/index.htmlhttp://www.ibasis.com/index.aspxhttp://www.enigen.it/http://www.crmnow.com.au/http://www.speridian.com/index.phphttp://www.christiedigital.com/en-ushttp://www.apptix.com/default.asphttp://www.pikotek.com/index.jsphttp://www.petinsurance.com/
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    Oracle Social Cloud: The Products

    Social

    Data

    Social

    Network

    Social

    Marketing

    Social

    Engagement &

    Monitoring

    Comprehensive & Unified Social Business Solutions

    Social Engagement & Mo

    leading social listening, mo

    product. (Now part of unifie

    Social Marketing: Powerf

    creation and analytics capa

    and consumer relations on s

    unified SRM.)

    Social Network: Secure int

    superior sharing and collabobetter employee efficiencies

    Social Data:Aggregated d

    analyzing capabilities for ho

    insights.(Coming Soon)

    Social Relationship Management (SRM)

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    Oracle Social Cloud: The ProductsSocial Engagement & Monitoring

    Listen

    Monitor,

    Categorize, RouteEngage

    Analyze

    Signal Detection and Pr

    Market-leading listening

    Sentiment analysis

    Actionable

    Automatic categorizatio

    Enterprise routing

    Ease of UseTopic and dimension dis

    High volume optimized

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    Create & Plan

    Publish Amplify

    Analyze

    Oracle Social Cloud: The ProductsSocial Marketing

    Dynamic Publishing

    Drag and Drop Page Powerful Content Cap

    Ease of Use

    Analytics

    Multi-channel ROI

    Insight on the speed

    Global reachCollaborative Conten

    Role based security

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    Engage

    Inform Drive

    Extend

    Oracle Social Cloud: The ProductsSocial Network

    Purposeful collaboratio

    Built into enterprise cOrganizationally awa

    Built for how you work

    Native Tablet app

    Outlook Plug-in

    Real timeDocument sharingAction item assignm

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    Collect

    Enrich & Aggregate Analyze

    Integrate

    Oracle Social Cloud: The ProductsSocial Data (Coming Soon)

    Share your data by opting

    Aggregate data in functionsegments

    Standardize by convertingdata into KPI benchmarks

    Deliver KPI benchmarks in

    O l S i l Cl d R id I ti

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    Oracle Social Cloud: Rapid Innovation

    CI + Involver integratedto SE&M

    Vitrue acquisitionclose

    July 2012

    Oct 2012

    Fusion CRM + SMIntegrated

    Oct 2012

    Enhanced workflow

    Feb 2013

    SocialMarketinglaunched

    Oct 2012

    Enhanced,Integrated UExperience

    March 20

    CI and Involveracquisitions

    close

    Sept 2012Enhanced

    analytics withcampaign

    tracking andpost-level detail

    Nov 2012

    SE&M and

    RightNowservice

    integrated

    Dec 2012

    Enhanced listening, UIexperience with newSignal product

    Dec. 2012

    Feb 2013

    Eloqua landing pagesw/in SM

    Localizi

    M

    SM Shop integrationwith ATG catalog

    Feb 2013

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    In Summary

    For our installed base (Siebel, CRMOD, Rightn

    because we have integrated Social into yourapplications so you can focus on delivering sup

    For net new customers, because we have a co

    integrated suite of best in class Social capabilitListening, Engaging, Publishing & Analysis

    Why Oracle For Social ?

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    Oracle Social Cloud Customers

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    CX for Marketing CX for Commerce CX for Sales C

    The Oracle Customer Experience Solution

    Social Listening andEngagement

    Social Marketing

    Marketing Websites

    Demand Generation andLead Management

    Marketing and LoyaltyManagement

    Sales Force Automation

    Social Selling

    Territory & QuotaManagement

    Revenue Forecasting

    Partner RelationshipManagement

    Quote to Cash Incentive Compensation

    Search, Navigation &Content Delivery

    Cross-Channel Commerce

    Targeting & ProductRecommendations

    Social Commerce

    Order Management &Fulfillment

    Retail Store Operations

    CrosServ

    Know

    Socia

    Eligib

    ContEntitl

    Indus eBilli

    CX Data Management CX Integration, Automation, and Decisioning CX

    Mobile Social In Store Contact Center Field Service Direct SaWeb

    CX Foundation

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    The Oracle CX Commitment

    CX Roadmap and Strategy-OOW CX Track

    -Bi annual strategy council (week of Nov in L.A)

    -VOC feedback on product direction (come talk to us)

    CX Thought Leadership Programs-Customer Journey Mapping Workshops (per customer or groups)

    -Whitepapers

    -Regular Webcasts for Oracle Customers

    CX Training and Best PracticesBest practices on Marketing / Commerce / Sales / ServiceIndustry practices and benchmarking through IBU

    Partner EcosystemCX ecosystem cultivated partner network around CX solutions

    World leading agencies (LBI, Razorfish, Sapient Nitro)

    Leading analyst partners (Forrester, Gartner..)

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    The Oracle CX Take Away

    Oracle has invested heavily to complete our CX

    We need to learn to talk to the CMO office toge

    Oracle is the only vendor with a complete CX p

    Cloud is a major deployment option

    Social & Marketing Opens (new) doors

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