Building on the Customer Experience

2. Building on the Customer Experience Reza Parang Senior Product Manager, Oracle Social Cloud @RezaParang Oracle Open World Shanghai July 22-25, 2013 #OOW13

3. Safe Harbor Statements The preceding 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. The Customer Experience a Timeless Business Priority “There is only one boss. The customer. And he can fire everybody in the company, simply by spending his money somewhere else.” Sam Walton Founder of Walmart

5. The Customer Experience a Timeless Business Priority “If you build a great customer experience, customers tell each other about that. Word of mouth is very powerful.” Jeff Bezos Amazon CEO

6. 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Technology Changing Everything Mobile, Digital, Socialvia the Cloud

7. Asia: A Few Digital Facts & Figures 4.2 billion: Total population of Asia 1.1 billion: Estimated Internet population 847 million: Estimated social media users 3.1 billion: Estimated mobile subscribers 300M: Estimated WeChat users 120M: Estimated Line users 60% of Internet Users in Asia use Social Media to Inform Purchase Decisions. Source: United Nations; We Are Social (2012 & 2013

8. China: The Largest Internet, Social & Mobile Population on Earth… and Growing 1.35 billion: Total population of China 570 million: Estimated Internet population 547 million: Estimated social media users 420 million: Estimated mobile web users 20.5 hours: Avg. time spent online weekly Source: China Internet Network Information Center, January 2013

9. China’s Connected ConsumerMobile, Social & Connected Across Multiple Platforms 74.5% of China netizens access the Internet via a mobile device 58% of smartphone users browse social; compared to 43% in U.S. More than 80% of Chinese social media users have more than one social account. $4B spent online for “Singles Day”; compared to $1.5B for U.S. Cyber Monday Sources: Incitezand China Internet Network Information Center (CNNIC) .

10. Emerging Rural & Middle Class Driving Digital In 2012, 50% of new Internet users were from rural areas, and smartphones are their primary online access. 97% of middle class now own a smartphone. Sources: Mintel (July 2012); China Internet Network Information Center (2013)

11. Customer Conversations Happening on Social 89% of China’s online users access a Weibo service. In 2011, 61% of Chinese social media users admitted to making a purchase decision because of a digital marketing campaign 66%of Chinese social media users follow brands. Average follow 6.7 brands. 60% social sharing in China went up 60% in 2012 Sources: InSites Consulting, Synthesio, China Internet Watch, Resoance.

12. Empowered Consumers are Making Voices Heard 75%+ posted a negative comment on a social networking site after a poor customer experience 89% of consumers will begin doing business with a competitor following a bad customer experience 53 people is the average number of people a social user will tell about a poorcustomer experience * Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship

13. Consumerization has affected our business. CUSTOMERS take control Company Power and Voice 86% of consumers will pay more for a better customer experience 1% of consumers feel that their expectations for a good experience are met Customer Power and Choice 89% of consumers switched to a competitor after a poor experience Mass media Internet / 1:1 Social/Mobile Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive.

14. Fundamental Shift From Transaction to EngagementThe Consumer is Now in Control, so the Business Must Change Today & Tomorrow Yesterday Engagement and Brand Building Fans and Followers Multiple Social Media Sites Single Channel Centralized Management One-off Execution Return on Investment Opportunistic Actionable Pure Signal Monitoring

15. How to Understand & Connect the Dots? Social ContactCenter Social Web Mobile ContactCenter Web Mobile

16. Unified Social Business Solution A Solution? Socially Enabling the Enterprise toMaximize the Customer Experience

17. Social Grew Up in Marketing Departments… …but requires integration Across the Enterprise Image: MeritusMedia, design by 21toWinMedia

18. An Eye-Catching Study Emerges “By 2017 the CMO will spend more on IT than the CIO.” Gartner study January 2012

19. Collaboration & Technology is Key “Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.” Oracle/Economist October 2012

20. Embrace Change & Strategic Collaboration Across People, Processes & Technologies People Collaborative Social Enterprise Connected Empowered Consumer Process Technology

21. Social Can Enhance the Consumer Experience • Listen: Understand consumer intentions • Engage: Reach customers and respond real-time through the channels of customer’s choice • Learn: Create better marketing campaigns, products and services with instantaneous customer feedback • Measure: Enable intelligence driven decision making • Improve: Refine and adjust customer strategies Social is ALWAYS ON

22. Social Part of the Fabric of the Enterprise Social Powers Your Customer Relations • Socially Enable Your Enterprise

23. Oracle’s Innovation Agenda Embrace, Adapt, Innovate& Succeed Social Innovation & Expertise • Social Innovation & Expertise: Vitrue, Involver & Collective Intellect; Product Expertise w/ Leadership • Enterprise Integrations: Social integrations across the enterprise; Oracle’s legacy of global CX experience • Oracle Cloud Platform: Ease of deployment, reliability, scalability and security Unified Social Business Solution Oracle Cloud Platform Enterprise Integrations

24. Oracle Social Cloud: The Products Comprehensive & Unified Social Business Solutions Social Engagement & Monitoring: Industry-leading social listening, monitoring and engagement product. (Now part of unified SRM.) Social Marketing: Powerful publishing, content creation and analytics capabilities to build brands and consumer relations on social. (Now part of unified SRM.) Social Engagement & Monitoring Social Marketing Social Network Social Data Social Network: Secure internal network for superior sharing and collaboration capabilities for better employee efficiencies. Social Relationship Management (SRM) Social Data: Aggregated data gathering and analyzing capabilities for holistic, actionable insights.(Coming Soon)

25. Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Best-in-Class Social Marketing Capabilities Leading Listening, Engagement and Routing Purpose Driven, Internal Social Collaboration Social Relationship Management Global Capabilities, Customers & Social Expertise Seamless Integration with Oracle Enterprise Portfolio Global Capabilities & Social Expertise

26. Interacting with Today’s Connected Consumer Listening & Monitoring Technology Solutions

27. The Social Conversation is Happening LEARN ENGAGE RESPOND LISTEN Leverage Real-Time Insights for Actions

28. Oracle Social Cloud: Signal from Noise Transforming Social Conversations into Actionable Intelligence Engage Oracle Social Relevant Personal Valuable Real-time

29. Data Source Support & Partners • Global feeds of social media and news data from over 40 million sites • Social networks, blogs, video sharing, forums, news, and review sites • Full content captured, not just summary information • Tencent • Facebook • Twitter • Google+ • MySpace • YouTube • FriendFeed • LinkedIn Answers • Wordpress • Blogger • Yahoo Answers • Feedburner • ePinions • Yelp • Cnet • CNN • BBC • Baidu* • Doctissimo* • Reclameaqui* DATA * Language specific support coming soon

30. Oracle Social: Leading Listening Technology • Signal Detection & Processing • Actionable & Routable • Integrated Listening w/ Response • Enhanced Analytics • Rapidly Expanding Data • Partners including • Tencent; soon Sina • Weibo and Renren

31. Oracle Social Demo Listening Technologies

32. Oracle Social: Service Integration Social customer support request routing What it is Social Engagement & Monitoring Community Managers create Service Requests from social messages. Social Message Oracle Service Why it Matters Support Response RightNow Siebel Service CRM-OD Service Communicate with customers where they are, leverage backoffice systems and processes.

33. FOR INTERNAL USE ONLY, DO NOT DISTRIBUTE Oracle Social: Marketing Integration What it is • Leverage digital body language in Social Mkt • Capture leads and send to Marketing • Share Campaign IDs User Profile Data Social Engagement & Monitoring Social Marketing Social Leads Marketing Why it Matters • Serve dynamic content based on user segmentation. • Capture more leads • Measure and Target cross-channel Siebel CRM Fusion CRM CRMOD Eloqua Campaign & Analytics

34. Real World Socially Enhanced Customer Experiences Create Unique, Engaging Customer Content Listen, Learn & React for Better Customer Experiences Be Global & Act Local

35. Oracle Social Customers • Global Customers; Diverse Markets: • CPG • Media • QSR/Restaurant • Technology • Financial • Resort/Hotel • Beverage • Retail

36. Social. Exceed Your Customers Expectations.