Customer Experience Empowering People, Empowering Brands

1. Customer ExperienceEmpowering People, Empowering Brands Operationalizing the Voice of the Customer DRAFT for INTERNAL REVIEW

2. 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.

3. Welcome and Introductions Moderator • (Total 3 min) • Panel • Rocky Clancy, JDPA, Practice Lead, Financial Services • Mark Garrett, JDPA, Research Director, Insurance • Paul Dolbec, Oracle, FSIBU • David Wright, Oracle, FSIBU • Moderator • Mark Carberry, Oracle, Global Client Advisor

4. Monetizing CX Through Customer Satisfaction for Financial Services • Initial concepts (Total 5 min)

5. Moderator Industry Problem Statement (To be condensed) Environment • Revenue is flat due to squeezed margins and constraints and fees • Resources are extremely limited; cost management, • Heavy regulatory requirements, • Changing demographics – social interaction etc. Problem = Grow the business in the face of this environment Strategies • Focus on Target Segments • Capture the Changes in the Environment • Act with a Heightened Level of Precision • Leverage Technology for Competitive Advantage Critical Success Factors: • Customer needs and preferences, in terms of product, pricing, channel, and service levels, at a customer segment level – i.e., what are table stakes and what’s going to give me the winning hand? • What is the financial impact of meeting or not meeting needs for particular segments level needs and preferences so I know how to prioritize? • With rapid shifts in channel development, preference, and usage, what does my distribution infrastructure need to look like in 5 years and how do I stage the build? • To keep up with the continued changes, how do I create a feedback loop that’s giving me more rapid input from more of my customers a reasonable cost?

6. Independence • Integrity • Insight • CX Solutions • Analytics Infrastructure • Customer Master Data Customer Impact Moderator • Making Voice of the Customer Actionable • Operationalize the value of “world class research” • Tracking CX Requires Metrics – VOC is the metric for CX • If you can’t Measure it you can’t Manage it Your customer knows what drives a positive experience.  JD Powers provides customer insight, Oracle enables the actions to deliver it.   Insight. Action. Impact!

7. Research & Insight Process & Execution Moderator Process & Tools for CX Delivery Client - Specific Metrics Client Execution • Measure • Understand • Improve • Recognize • CX Solutions • Customer Intercepts • Analytics Infrastructure Customer Profile & Propensities • Present Next Action for Customer • Intercept for Reaction Balanced Scorecard Industry Benchmarks Operational Information Capture Continuous research & execution process (Clockwise)

8. Agenda JDPA Panelist • CX Matters –What to Do about It: Research Based Insight • Oracle & JD Power – CX Solution Framework 20 Minutes

9. Points of View Executives estimate that their potential revenue loss for not offering a positive, consistent, and brand-relevant customer experience is 20% of their annual revenue, or $400M for a $2B firm Oracle Panelist 20% New Content Pending of executives believe that delivering a great customer experience is critical to their business advantage and results 93% 97% of executives state that improving the customer experience is one of their organization’s top three priorities in the next two years JDPA Panelist

10. CROSS CHANNEL ENGAGEMENT IS THE NEW NORMAL Research Select Use Buy Recommend Receive Order Online Complete Order Online Comparison Site Oracle Panelist Chat Call for Info about Packaged Services The issue is how to manage the experience across so many touch points Visit Branch Visit Branch Change Order Kiosk Select Product Browse Web Site Product Info WebSearch Email Order Confirm w/Rec Read Reviews Ask for Help on Community Chat Room Tweet AboutPurchase Experience Ask Facebook Friends

11. Know what you stand for: Define your value proposition For whom are you doing what? Target customers Tickets to admission Winning hand Why should customers do business with you? What do you have that no one else does? What problems can you solve in a sustainably differentiating way? JDPA Panelist

12. Good CX management recognizes that “satisfaction” is not a goal unto itself JDPA Panelist What types of client behavior are likely to be positively impacted if a you have high client satisfaction? Which levers of financial performance are those behaviors likely to move?

13. Value proposition Slide – ROI “So What’s” • Representative Revenue Performance Lift & Efficiency Examples • JD Power Examples • Financial Quantification of Voice of the customer – Study Based • “Drivers for a Business Case ROI” Oracle Panelist JDPA Panelist

14. Use the Lifecycle to Guide CX Strategy Aligning the ‘brand promise’ with the ‘brand execution’Differentiate Orchestrated Experience > Profitability, Brand Equity, Enterprise Agility Oracle Panelist RECOMMEND PURCHASE 4 OWN BUY 8 SELECT MAINTAIN Market & Sell Support & Serve 3 7 1 5 RECEIVE RESEARCH NEED USE 2 6

15. Where Brand Promise Meets Brand Execution >> MonetizationComplete Customer Experience Engagement • #1: Value Equation • Improve Shareholder value, Revenue pressure, Scarce resources, Changing customer, competitive and customer dynamics Oracle Panelist • #2: Industry Benchmarking • Compare to my Competition in CSAT • #11: Operational data access • Align CSAT to my desired Brand strategy; Which customers and prospects do I invest in… • #10: Social Networking • Align social interactions to my Brand strategy • #3: Contextual Journeys • Know the financial impact of my CX initiatives • #4: Continuous Monitoring • Ongoing CSAT Sampling & Analysis • #9: Enduring Loyalty • Understand my lifetime value/CSAT performance; Align CSAT and Loyalty, Rewards and CX programs • #8: Efficient Customer Support • Leverage KPI’s which make a difference in my business by LoB, segment, etc. • #5: Interaction Precision • Structure a continuous improvement process, and ongoing maintenance • #6: Fulfillment Updates • EXECUTE (People, Process, Technology) • #7: Mobility / Location Services • Leverage channel expansion and ubiquitous access

16. FRAMEWORK: Making Voice of the Customer Actionable Oracle Panelist

17. What is Your Solution Objective? Oracle Panelist

18. Sample Initiatives: Insight through Digital & Analytical Insight JDPA Panelist

19. Incorporate Points into in Previous slide • Initiative/KPI as a component of solution • When we look at an event, claim, shopping • Pixel vs. Picture vs.Movie • Long Running Process, case example • How would it look different for different customers, Agent, direct writer • Embedding the information gathering into the journey • KPI Driven Prioritzationat a customer execution level “Intervention”

20. Building Your Solution Roadmap Oracle Panelist

21. One Potential Solution Architecture Oracle Panelist Treatment Analysis Treatment Development Interaction Detection Treatment Presentation Execution Enterprise Relationship Master Customer Profile Risk & Profitability Interaction Repository Events ECIF Profile Treatment Development Real Time • Marketing • Leads • Response History Govern & Share: Consolidate Cleanse Standardize Cross Reference • Data Modeling • Segmentation • Propensity • Lifetime Value • Retention Web/Social Lead /Treatment Repository Offers & Response Offer Record & Response “Feedback Loop” Analytical Framework Data Warehouse Interaction Manager Treatment Plan • Channel Determination • Interaction Type • Treatment Strategy • Lead Arbitration • Bank Data • Profile • Aggregation • Augmentation • Interactions Service Treatment Execution Retention Cross-Sell Treatment Determination Rules (Determination & Real Time Prediction) Loyalty • Finance • Profitability • Risk • Capital Cross Channel Execution Channel Format Content Repository Channel Delivery Services Branch Web Mobile Call Center Mail ATM/POS

22. Insight – Action - IMPACT Customer Journey Mapping In-process “survey” instruments (bread crumbs) Recommended Impact Points Value Quantification - Financial Model JDPA Studies and Metrics CX Data & Processes Operational Systems • VOC/CX ASSESSMENT • Continuous Incremental Feedback • Augmented CSAT Analytics • INSIGHT/ACTION/IMPACT Oracle Panelist

23. Insight – Action – IMPACTExample – Rate taking and Persistency in Insurance JDPA Panelist • Benchmark analysis reveal Policy Review offers can significantly impact renewal • Who? Better targeting of which policies are at risk, based on Operational, Underwriting and Attitudinal data • When? • How?  Tailoring the message based on customer channel preference • What?  Customized offer based on attitudinal customer segmentation • Real-time tracking of executional performance (Champion / Challenger offer trials) • VOC/CX ASSESSMENT • Continuous Incremental Feedback • Augmented CSAT Analytics • INSIGHT/ACTION/IMPACT

24. Panel Discussion & Audience QuestionsDraft of Questions for OpenWorld Panel (Hidden) Moderator • What does a fully-baked solution “Look like” -- what is the general Architecture? • What can I do operationally to speed up the Insight to Action loop? • How can I realistically get to “individualized” Customer Treatments? • How often should I adjust my Treatments? • What will be some of the more significant obstacles in activating this approach? • What is JDPA doing in this approach that is different from your existing services? • What are we “announcing” (if anything) • Is all this a Product? A Service? • How will Oracle and JDPA work together on behalf of a Client? • Who is selling what? • (More) 15 minutes

25. Call to Action Moderator • How does a client engage with JDPA/Oracle? • What is the next step for an interested company?

26. Speaker Biographies (for retained deck)