The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

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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 WHY CUSTOMER EXPERIENCE MATTERS

5 WHAT IS CUSTOMER EXPERIENCE? DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL

6 THIS IS YOUR CUSTOMER KATIE FROM NOW ON SHE CALLS THE SHOTS

7 WHAT MAKES CONSUMERS FALL IN LOVE WITH A BRAND? 73% Friendly employees & customer service representatives 55% Easy access to information & support 36% Personalized experiences like knowing what customers have bought in the past and service issues they ve raised as well as sending them timely, useful updates

8 BRANDS BENEFIT WHEN CONSUMERS ARE HAPPY 86% of customers would be happy to pay 25% more for a better customer experience

9 1% of consumers feel that their expectations for a good customer experience are always met

10 WHEN EXPECTATIONS ARE NOT MET BRANDS GET DUMPED 89% of consumers will begin doing business with a competitor following a bad customer experience 50% of customers will give businesses up to a week to respond to a customer service question before they break up with the company (stop doing business with them)

11 SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter 79% of consumers who shared complaints about poor customer experience online had their complaints ignored 21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds

12 11,000,000 VIEWS + NO RESPONSE FROM UNITED = -10% STOCK VALUE IN 4 DAYS

13 THE VALUE OF CUSTOMER EXPERIENCE

14 INCREASED REVENUES TAILORED CUSTOMER EXPERIENCES ID ACTIONABLE PATTERNS CROSS CHANNEL ORCHESTRATION BETTER CUSTOMER EXPERIENCE CUSTOMER RETENTION MAXIMIZE LIFETIME VALUE OPTIMIZED DIGITAL EXPERIENCES PROACTIVE SUPPORT ANTICIPATE CUSTOMER NEEDS

15 CUSTOMER EXPERIENCE (CX) DELIVERS REAL VALUE ACQUISITION A Increase Sales and Adoption RETENTION R + + Build Trust and Strengthen Relationships EFFICIENCY E Reduce Costs and Effort OPPORTUNITIES CONVERSIONS VALUE QUALITY CONSISTENCY LOYALTY SELF SERVICE PRODUCTIVITY COST OF OPERATIONS

16 PROVING THE VALUE OF CUSTOMER EXPERIENCE MEASURABLE METRICS ACQUISITION (INCREASE SALES & ADOPTION) RETENTION (BUILD TRUST & STRENGTHEN RELATIONSHIPS) EFFICIENCY (REDUCE COSTS & EFFORT) GENERATE MORE OPPORTUNITIES INCREASE CUSTOMER SATISFACTION RATES INCREASE SELF-SERVICE SUCCESS % INCREASE CONVERSION RATE INCREASE SERVICE QUALITY AND RELIABILITY REDUCE COST PER INTERACTION INCREASE AVERAGE ORDER VOLUME DRIVE LOYALTY AND ADVOCACY IMPROVE SERVICE PRODUCTIVITY

17 Annual impact (in US$mm) DRIVES REVENUE, REDUCES CHURN, AND INCREASES REFERRALS $1 800 $1 600 $1 400 $1 200 $1 000 $800 $600 $400 $200 $0 Wireless Service Providers Hotels Airlines Word of Mouth Churn Reduction Revenue Source: The Business Impact Of Customer Experience, 2011, Forrester Research, July 2011

18 DELIVERING GREAT EXPERIENCES THROUGHOUT THE CUSTOMER LIFECYCLE BUY Market & Sell OWN Support & Serve

19 THE CHALLENGE OF CUSTOMER EXPERIENCE

20 YOUR CUSTOMERS EXPECT TO DO BUSINESS WITH YOU IN MORE WAYS THAN EVER BEFORE IN-STORE DIRECT SALES CONTACT CENTER FIELD SERVICE WEB MOBILE TABLETS SOCIAL KIOSKS

21 A COMPLEX CUSTOMER JOURNEY CUSTOMERS DEMAND A BETTER EXPERIENCE NEED / RESEARCH SELECT PURCHASE RECEIVE / USE MAINTAIN / RECOMMEND WEB Comparison Site Order Online Order Online CONTACT CENTER Chat Change Order Call for Info about Add-on Accessories IN-STORE Browse Catalog Visit Retail Store Kiosk Pickup Local Store CATALOG Select Product MOBILE Web Search Product Info Order Confirm w/rec SOCIAL Ask Facebook Friends For Recommendations Read Reviews Tweet About Purchase Experience Ask for Help on Community Chat Room

22 SILOS CREATE FRUSTRATION DIRECT IN-STORE CALL CENTER WEB MOBILE SOCIAL

23 SILOED KPIS AND INCENTIVES MAKE THINGS WORSE CHANNELS IN-STORE DIRECT SALES CALL CENTER FIELD SERVICE WEB PARTNERS SOCIAL KPIs & INCENTIVES WEB KPIS IN- STORE KPIS DIRECT SALES KPIS PARTNER KPIS SOCIAL KPIS FIELD SVC KPIS CALL CENTER KPIS CUSTOMER EXPERIENCE!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!

24 THE RESULTS: INCONSISTENT, DISCONNECTED, IMPERSONAL, INEFFICIENT AND TRANSACTIONAL CUSTOMER EXPERIENCE When I clicked the Chat Now the agent had no idea of what was in my shopping cart? CALL CENTER IN-STORE Why didn t they send this mobile coupon when I was still in the store? Can t their sales reps see my web order? The Acme rep always knows all my orders. SOCIAL WEB Wouldn t it be nice if they rewarded me for all the friends I have referred? Why can t I order an item online and pick it up at my local store? MOBILE DIRECT When I go online, I can t easily find what I need. It s too complicated to find my best option

25 WHAT MAKES A GREAT CUSTOMER EXPERIENCE

26 WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE? CONSISTENT VOICE CONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIP

27 HOW DOES A COMPANY ENSURE A GREAT CUSTOMER EXPERIENCE?

28 CUSTOMER ENGAGEMENT CREATING A CONNECTED EXPERIENCE

29 DATA MANAGEMENT AND INSIGHT MAXIMIZING RELEVANCE, IMPROVING AGILITY, INCREASING SALES

30 CUSTOMER FULFILLMENT AND SERVICE DELIVER BRAND PROMISE ACROSS LIFECYCLE

31 HOW ORACLE POWERS GREAT CUSTOMER EXPERIENCES

32 COMPLETE CUSTOMER EXPERIENCE (CX) Optimized Execution Connected Engagement Actionable Insight

33 CROSS-CHANNEL INTERACTIONS CONNECTED ENGAGEMENT DYNAMIC PERSONALIZATION OPTIMIZED DIGITAL EXPERIENCES

34 CROSS-CHANNEL INTERACTIONS BUILDING CUSTOMER RAPPORT BY CONNECTING EVERY INTERACTION CUSTOMER MASTER

35 DYNAMIC PERSONALIZATION TAILORING CUSTOMER EXPERIENCES Get to know me. Amazon and itunes do.

36 OPTIMIZED DIGITAL EXPERIENCES FOR UNIQUE DEVICE CAPABILITIES

37 REAL-TIME RECOMMENDATIONS ACTIONABLE INSIGHT OPTIMIZE OPERATIONS FIND HIDDEN OPPORTUNITIES

38 REAL-TIME RECOMMENDATIONS LEVERAGE WHAT YOU KNOW. ANTICIPATE WHAT CUSTOMER WANT

39 OPTIMIZE OPERATIONS QUICKLY IDENTIFY AND RESPOND TO OPPORTUNITIES AND CHALLENGES Empower users with insight & tools to quickly respond to what s working and what s not Fashionista Attribute: Visited Shoes Category Anonymous

40 IDENTIFY ACTIONABLE PATTERNS, FIND HIDDEN OPPORTUNITIES

41 CROSS-CHANNEL ORCHESTRATION OPTIMIZED EXECUTION ASSISTANCE AT THE POINT OF NEED MAXIMIZE LIFETIME VALUE

42 CROSS-CHANNEL ORCHESTRATION IMPROVE ORDER ACCURACY AND DELIVERY EXECUTION ACROSS CHANNELS Smartphone Bundle Supplier #1 Supplier #2 Supplier #3

43 ASSISTANCE AT THE POINT OF NEED TRANSFORM YOUR CUSTOMER EXPERIENCE WITH PROACTIVE SUPPORT Click to Chat Click to Call Co-Browse

44 MAXIMIZE LIFETIME VALUE REWARD HIGH VALUE CUSTOMERS

45 THE POWER OF ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX)

46 ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX) EMPOWERING PEOPLE, POWERING BRANDS BEST CROSS-CHANNEL ENGAGEMENT BEST CUSTOMER EXPERIENCE INSIGHT BEST CROSS-CHANNEL FULFILLMENT & SERVICE Create a consistent, connected & personalized brand experience across all channels & devices Connect and analyze data from all interactions to better personalize experience and identify hidden opportunities Deliver exceptional order fulfillment and customer service through web, call centers, and social networks Best-in-class web commerce Best-in-class knowledge base w/ guided search & navigation Web experience management w/ dynamic content & design Mobile & social optimization Cross-channel mktg & loyalty Master data management Customer-centric data model Real-time operational insight Real-time decisions & recommendations Semantic and pattern analysis of unstructured/structured data Best-in-class cross-channel service experience (web, social, contact center) Best-in-class knowledge mgmt Cross-channel order capture and orchestration Integrated warranty mgmt

47 MEASURABLE RESULTS INCREASED SALES, IMPROVED SATISFACTION, LOWER COSTS 30% decrease in contact center costs CSAT increased to 95% 7X increase in conversion rates Reduced agent response times 50+% Improved cross channel consistency Sales leads up 50% 99% self-service rate 7x increase in Net Promoter Score Increased shopping cart size by 25%

48 CHOICE OF DEPLOYMENT IN THE CLOUD, ON PREMISE OR BOTH Fusion Sales and Marketing Fusion HCM Fusion Talent Fusion Financials Oracle CX RightNow Cloud Service Database Service Java Service Data Service MDM Service Oracle Social Network

49 ORACLE S COMPLETE CUSTOMER EXPERIENCE (CX) EMPOWERING PEOPLE, POWERING BRANDS Best-in-Class Customer Experience Solution End-to-End B2C and B2B Business Processes Multi Channel and Cross Channel Support Social and Mobile Optimization On Premise and in the Cloud Deployments

50 STAY CONNECTED WITH ORACLE S COMPLETE CUSTOMER EXPERIENCE Read Watch Follow Join Learn blogs.oracle.com/crm youtube.com/oraclecrm twitter.com/oraclecrm facebook.com/oraclecrm oracle.com/crm

51 ONLY ORACLE DELIVERS THE COMPLETE EXPERIENCE MARKETING EXPERIENCE COMMERCE EXERIENCE SERVICE EXPERIENCE CAMPAIGN MANAGEMENT OPTIMIZED PROMOTIONS INTUITIVE SEARCH DEEP KNOWLEDGE ORDER FULFILMENT BILLING & PAYMENTS ADVANCED SERVICE LOYALTY & REWARDS CUSTOMER DATA CUSTOMER INSIGHTS

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