In the digital age, it is imperative to leverage the information and intelligence you gain about your customer to drive Exceptional Customer Experience. If you are not disrupting, you are being disrupted. Join us to understand how you can achieve Your Tomorrow Today.

1. Shawn Sipmanshawn.sipman@oracle.com
CX BUSINESS DEV & STRATEGY LEADER – AFRICA
ORACLE SOUTH AFRICA
JOHANNESBURG ~ NOVEMBER 8 - 9, 2018
DIGIMARCONAFRICA.COM | #DigiMarConAfrica
DIGIMARCONSOUTHAFRICA.CO.ZA | #DigiMarConSouthAfrica
Leverage your Digital Insights
to Drive Exceptional Customer
Experiences
KEYNOTE

2. 2Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

3. Meet the Team
3Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

4. Years in IT
SHAWN SIPMAN
CX Strategy Lead
Africa
23
17
4
CX Solutions & Strategy

5. 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.

6. Years in IT
SHAWN SIPMAN
CX Strategy Lead
Africa
23
17
4 13
CX Solutions & Strategy

7. Years in IT
SHAWN SIPMAN
CX Strategy Lead
Africa
23
17
4 13
11
CX Solutions & Strategy

8. BATHO PELE
 regularly consult with customers
 set service standards
 increase access to services
 ensure higher levels of courtesy
 provide more and better information about services
 increase openness and transparency about services
 remedy failures and mistakes
 give the best possible value for money
Sotho – “People First”
“Show me that you know me”
“Speak my language”

9. MY RECIPE
9
PX = EX + CX
Every OPPORTUNITY to interact with someone is
an OPPORTUNITY to build TRUST
RELATIONSHIPS

10. 10Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Play Customer Story

11. 11Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted

12. 12Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Never Have CMOs
Been Under More
Scrutiny for Bringing
in Revenue

13. 13Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Innovators Focus on
Customer Experience

14. Copyright © 2017, Oracle and/or its affiliates. All rights reserved.
The Mindset of Today’s Customer
Three trends to understand consumer preference for experiences
Have growing demand
for specialty products
and service
Shop less and
dine-out more
Seek ‘in-store’ experience
across many categories
(DIY, furniture, premium items)
14

15. 15
WEB
PRINT
DIGITAL
ADS
WORD OF
MOUTH
SOCIAL
TV
DISCOVER
NEED
RESEARCH
RETAIL
STORE
WEB SHOP
REVIEWS
SEARCH
KW/ADS
RECEIVE
OFFER
EMAIL
CONTACT
CENTER
WEB SHOP
TRACK
ORDER
SHOP
AND BUY
RECEIVE
PACKAGE
MISSING
ITEM
WEB
SHOP
CONTACT
CENTER
SUPPORT
PORTAL
SETUP
PHONE
POST
REVIEW
JOIN
GROUPS
NETWORK
ISSUE
PHONE
DAMAGE
TERMINATE
SERVICE
BILLING
ISSUE
SOCIAL
RETAIL
STORE
SOCIAL
MAKE
PAYMENT
CONTACT
CENTER
SUPPORT
PORTAL
CHANGE
ADDRESS
CONTACT
CENTER
RECEIVE
OFFER
RESTART
SERVICE
CONTACT
CENTER
RETAIL
STORE
WORD OF
MOUTH
SOCIAL
EMAIL
REFER
FRIENDS
BRANDED
COMMUNITY
Customers Design
Their Own Journey
Confidential – Oracle Internal/Restricted/Highly RestrictedCopyright © 2017, Oracle and/or its affiliates. All rights reserved. 15

16. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 16
Hyper-competition has eroded traditional product and service
advantages, making customer experience the new
competitive battlefield.
Customer Experience: the
differentiator
Source: Gartner

17. 17Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
A Connected Experience Across the Customer Lifecycle
ACQUIRE
1
CONVERT
2
GROW
3
FIND MORE CUSTOMERS THAT LOOK ALIKE

18. A Data-First Approach
18Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
• Understand customers better
than your competition
• Engage with your customers
across all channels and devices
• Deliver the most consistent and
relevant experience possible
<Transactional>
<Social>
<Operational>
<Events>
<Behavioral>
<Devices>
<External>
<Sensor>

19. CompetitorsCustomer
Your Brand
Digital Innovators
Digital Native
Tech Savvy
Socially
Connected
Micro Segments
Sharing
Economy
Emerging
Markets
IoT
Budget Constraints
Loyalty
Personalization
Customer Journey
Reputation
Blending #data with digital creativity.

20. CompetitorsCustomer
Your Products
& Services
How can a CMO lead this #platformization?
Digital Innovators
Digital Native
Tech Savvy
Socially
Connected
Micro Segments
Sharing
Economy
Emerging
Markets
IoT
Budget Constraints
Loyalty
Personalization
Customer Journey
Reputation
?

21. 21Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
ALL IN ONE
CONNECTED
INTELLIGENCE
CONNECTED
EXPERIENCES
CONNECTED
DATA

22. 22Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
FIND MORE CUSTOMERS THAT LOOK ALIKE
ACQUIRE
1
CONVERT
2
GROW
3
Anonymous
Browsing
Product
Holdings
Online
Behaviors
POS
Transactions
3rd Party
Enrichment
Offline
Interactions
Customer
Demographics
Connected Customer Profile
Segmentation Orchestration Optimization
Anonymous Prospects Known Customers
Display Search Site Social Email
Call
Center
Chat
Bots
AR /
VR / VA
IoT
Connected
Intelligence
Connected
Data
Connected
Experience

23. 23Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
FIND MORE CUSTOMERS THAT LOOK ALIKE
ACQUIRE
1
CONVERT
2
GROW
3
Anonymous Prospects Known Customers
BlueKai Maxymiser
Eloqua
(B2B)
InfinityCX Audience
Responsys
(B2C)
Segmentation Orchestration Optimization
Personalize B2C
Marketing Across
Channels at Scale
Create and Activate
Anonymous
Audiences
Measure & Fuel
Marketing
Performance
Automate B2B &
Account-Based
Marketing Programs
Optimize
Customer
Experiences
Known
Audience
Segmentation
Target and Acquire Orchestrate and Engage Test and Personalize

24. 24Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Oracle Helps Enterprise Marketers
Deliver Significant Revenue
• 15+ years in-market
• Over 3,000 customers globally
• Helping marketers deliver
>$70 Billion in attributable revenue
• Top customers generate
>$1 Billion in annual revenue

25. Resource
Constraints Digital Native LoyaltyIoTTech Savvy
Socially
ConnectedPersonalization Reputation
Retain & ReferService ExperienceProduct ExperienceAwareness & Acquisition
Personalized
Advertising
Optimized
Content
Digital Body
Language
Targeted
Offering
OpenDeveloper
Platform
Product to CX
API Connect
Connected
Point of Sale
Connected
Intelligence
Digital
Engagement
Complaints
Management
Targeted
Upsell
Social
Engagement
Personalized
Offers
Loyalty
Program
Digital Buying
Experience
Mobile & IoT
Control
360° Customer Journey
Micro Segments
Oracle CX Cloud for B2C
It’s all Cloud. Innovate like a Startup.

26. #Cloud drives Innovation & ROI
• Quick Win Starter Packs
• Oracle Digital Agency
partners support your path
to success
• Protect your current
investment by integration
• Step-by-Step Agile Approach
• Modern APIs and Open Web
Development
Your Customer Journey
Personalized
Advertising
Digital Body
Language
Complaints
Management
Mobile & IoT
Control
Targeted
Upsell
Connected
Point of Sale
GET GOING
GET BETTER
GET AHEAD
Growth KPI
Retention
KPI
Lower Cost
KPI
Marketing transforms CX Platform Era.

27. 27Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Grow As You Go
GET GOING
Cross-Channel
Automation
GET BETTER
Data-Driven
Orchestration
GET AHEAD
Intelligent Hyper
Personalization
• Reduce Costs of Customer Acquisition
• Improve Marketing Efficiencies
• Maximize Customer Lifetime Value
• Capture Marketshare
• Increase Revenues
• Improve Customer Retention
ACCELERATE
BUSINESS
VALUE

28. Results with Oracle
Cross-Channel Marketing
28Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
+70%
+225%
+300%
open rates
conversion
rates
revenue
per email
+162%
+600%
response
rates
program
revenue
124xrevenue generation vs.
promotional messages
+200%
+900%
+200%
open rates
click-through
rates
revenue
per email
+120%
+300%
open rates
click-through
rates
+22%
47x
Revenue
ROI

29. 29Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Your Success is
Our Success.
Thank You.

30. 30Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted
Call to Action
• Complete the feedback form and
receive a small gift
• Engage with our team and see
how we can help you discover
Your Tomorrow, Today.
• Book a meeting with our team

31. Shawn Sipman
CX Strategy Lead - AFRICA
E: shawn.sipman@oracle.com
M: +27 (0) 83 645 6981
https://www.linkedin.com/in/shawnsipman/

32. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. 32

33. Safe Harbor Statement
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.
Confidential – Oracle Internal 33