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Profiting from Great Cross-Channel Customer Experiences

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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

• How did we get here?

• Why does this matter?

• What should I do?

• What can Oracle do to help?

Today’s Agenda

Your Customers Have More Ways to Interact with Your Business than Ever Before

Store Call Center Field Service

MobileSocial Clienteling

Online

Research Shop Buy Service

Buying Journey Has Become More Complex

Web

Contact Center

Social

Mobile

Store

SearchBrowse Product Info

Check Reviews

Save to Wish List

EmailConfirmation

Delivery notification

Call for Accessory

Information

Follow onPurchase

Rate and Recommend

Buy

© 2011 Oracle Corporation – Proprietary and Confidential

Loyalty Recognition

But Today’s Customer Experience is often a Frustrating Disconnected Journey

In Store

Partners

Email / Web

Call Center

Mobile Field Sales

Mail

Community

“The recommendations and offers I receive are not

relevant for me.

“Why the sales associate in-store didn’t know what’s in

my Wishlist and what I bought last time?

“When I clicked the “Chat Now” the agent had no idea of what was in my

shopping cart?”

“Why can’t I return an item that I bought online, in-store?”

“Why can’t I check my order status from my

phone?”

“Wouldn’t it be nice if they recognized me for my business and

value?”

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

DATA

LOGIC

ORDER CAPTURE

PRICING

PROMOTIONS

Channel and Functional Silos Tend to Create Customer Frustration

• How did we get here?

• Why does this matter?

Today’s Agenda

Frustrated Customers Lead to Lost Revenue, Loyalty and Share of Wallet

50%Percentage of customers

dissatisfied with cross-channel experience1

Percentage of multi-channel customers that switch vendors after a single bad experience

CUSTOMER FRUSTRATION LOST REVENUE

$338 BillionRevenue lost by enterprises in 16 key

global economies due to customer defections and abandoned purchases

2

1Forrester , “Cross-Channel Design, One Channel Pair at a Time, January, 2009 2"The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement in 16 Key Economies,“: international consumer survey from Genesys Labs in conjunction with Datamonitor/Ovum

59%

Oracle Confidential InformationOracle Confidential Information

US$ Millions

Improving Customer Experience Drives Loyalty and Boosts Revenue

*Annual Revenue impact from 10-percentage point swing in Customer Experience Index

Source: Forrester Research, “Customer Experience Boosts Revenue”, Bruce Temkin, June 22, 2009*The increase in revenue include that from Additional purchases, Churn reduction and Word-of-mouth advocacy

$311 M

$305 M

$306 M

$298 M

$294 M

$260 M

$177 M

Wireless Carriers

Airlines

Banks

Insurance

Retailers

Health Plan

Hotels

$287 MInvestment Firms

Indu

strie

s

$0.0 $100.0 $200.0 $300.0

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“We surveyed 141 executives from large North American firms to find out about their customer experience endeavors.

…90% of respondents think that customer experience is very important for their companies and

…80% are trying to use it as an area of differentiation.”

Bruce Temkin, Forrester Research

The State of Customer Experience, 2010

Forrester Research

• How did we get here?

• Why does this matter?

• What should I do?

Today’s Agenda

Customer Experience is “Outside-In”!

CEM

Web MobilePoint-of-Sale Clienteling

Point of Sale

CloudCRM Retail eCommerce ERP

Outside

In

Out

Inside

Develop a Superior Customer Experience StrategyBy Taking the Customer’s Perspective

The practice of designing customer interactions to meet or exceed expectations

at every possible opportunity while simultaneously reaching

your key business goals of attracting more customers,

increasing customer loyalty, and revenue

Perfect Customer ExperienceWhere Brand Promise Meets Brand Execution

2: Outbound Specificity“Whenever you contact me, you respect my privacy and understand my preferences. Your messages are relevant and timed to perfection”

4: Contextual Recommendations“You understand my history, my current situation and my desired destination. Your recommendations are helpful, astute and non-invasive”

3: 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”

6: Response-Action Coordination“You deliver on your promises.When you suggest an action, you follow it up, whatever the channel. You listen and act – it’s impressive”

5: 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”

9: Engaging Service“Visiting your site, to manage my account or consider a purchase, is always helpful. You never hard sell. You often surprise and delight me.

7: Clienteling“My experience in your stores is smart, stylish and distinctive. Your staff are well-informed and use cool technology to make me feel special”

8: Loyalty Recognition“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”

10: User Interface“Your brand is cool. Whatever the channel, the experience is fresh and compelling and unmistakable. I am proud to be your customer”

1: 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”

• Connects customer information from all channels and systems

• Manages interactions consistently across all channels

• Unifies commerce, marketing, loyalty and service systems across all channels

• Provides personalized, choreographed customer journeys across all channels

• Integrates with back-end systems to create efficient end-to-end business processes

Companies Need a Solution That…

• How did we get here?

• Why does this matter?

• What should I do?

• What can Oracle do to help?

Today’s Agenda

Oracle’s Siebel CRMIndustry’s Most Complete CRM Suite

On Premise

Sales

Service

Marketing

Loyalty

Order Management

Incentive Compensation

Partner Relationship Management

Policy Automation

E-Billing

On Demand

Sales

Service

Marketing

Contact Center

Partner Relationship Management

LEADER

Oracle Siebel CRM Leads the IndustryLeading Industry Analysts Agree

• 2010 Sales Force Automation MQ• 2010 Customer Service Contact Centers MQ• 2010 Field Service Management MQ• 2010 CRM Multichannel Campaign Management MQ• 2010 Social CRM MQ

• 2010 CRM Suites Customer Service Solutions Wave• 2010 CRM Suites for Large Organizations Wave• 2010 CRM Suites for Midsized Organizations Wave• 2009 Cross-Channel Campaign Management Wave

LEADER/STRONG PERFORMER

NOTE: Combined Rankings for Oracle Siebel CRM and Oracle CRM On Demand

Merchant Control Unified Multi-Site Architecture™

Software IntegrationsContentProductsPromotionsCart

Oracle ATG Web Commerce 10Creating a Next Generation Commerce Experience

Business Users

Websites

Microsites

Mobilesites

Countrysites

In-store Sales Agent apps

Mobileapps

Kiosks

Merchant inspired user interface Create / Organize sites Template-driven Promotions Wizards

Multi-site framework Asset sharing across sites Enhanced Reference Store

Shared Assets

Websites

Microsites

Mobilesites

Countrysites

In-store Sales Agent apps

Mobileapps KiosksWeb

sitesCountry

sitesMicrosites

Mobileapps/sites

In-store Sales Agent appsSocial Kiosks

Brands

LEADER: 2010 eCommerce Wave LEADER: 2010 eCommerce MQ

Oracle Buys FatWireCombination Creates the Most Comprehensive Web Experience Management Solution

Oracle RTD

Oracle-ATG Cross-Channel Customer Experience Management Solution

Front Office

Oracle Siebel CRM

Order ManagementSales

ServiceMarketing

Loyalty

ATG

Commerce Personalization Engine

MerchandisingSearchandizing

Knowledge ManagementContent Management

OptimizationServices

Live HelpProduct Recommendations

Oracle E-Business Suite

Supply Chain Management

Advanced Supply Chain Planning

Inventory Optimization Global Order

Promising Order Management

Order Fulfillment

Back Office

Oracle Retail Suite

Planning and OptimizationMerchandising and Supply

Chain ManagementRetail Stores Operations

Cro

ss –

Cha

nnel

CEM