This document discusses how digital disruption is changing customer expectations and behaviors. It highlights the need for companies to deliver personalized, cross-channel customer experiences in order to thrive in today's environment. The Oracle Customer Experience Cloud is presented as a solution that connects every customer engagement across the buy-own cycles through applications for marketing, sales, commerce, service, and social. It provides standardized, integrated processes and industry-specific solutions to help companies improve the customer experience.

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How to Thrive in the Era of Digital
Disruption
Using Digital Transformation to Improve CX
Aaron Shidler, Vice President – CX Industry Strategy
Oracle Corporation
15 October 2015

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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.
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1980s 1990s 2000s 2010s
Empowered
Customers
Digital is
Humanized
Knowledge
Everywhere
Internet of
Things
Mobile as
Primary Channel
Cross-Channel
Service
WHAT’S NEXT
Your Customer has
CHANGED

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Information Empowered Customer
4
B2B Buyers Are Acting More Like B2C Customers
61% of buyers report 3rd party
sites and feedback from business
partners, industry peers or
social channels as more important
than conversations with a
company’s sales teams
In what new ways are you
57% of purchase cycle complete
before engaging with a supplier*
*Source: CEB, Bain POV Future of B2B Sales, Avanade
*Source: Redshift Research ‘The New Retail Democracy’ Survey, Dec, 2013
73 % Customers want to co-create
their experience with your
company.*

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Selling Products vs. Delivering Value
5
Traditional Selling methods fail to differentiate
26% of industry
buyers said that they
were highly satisfied
with their suppliers’
overall performance
* - Source: Accenture & The American Chemistry Council - Global Customer Preferences Study for Chemicals -The call to become customer smart
Are you delivering value and services in new ways that help you
respond to market changes? Can your partners keep up?

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Citizen Services Need to Shift from Standardized to
PERSONALIZED SERVICE
providing exactly what’s needed, when needed, in the most appropriate manner
only 36%
of citizens surveyed across 10 countries
are satisfied with public services.
And just 37% feel confident about their
government’s ability to meet future expectations.
Source: Accenture Delivering Public Service for the Future
- Navigating the Shifts

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A Shift in Expectations
7
Effective, Personalized Citizen Engagement
75% 97% 69% 92%
of citizens prefer
to complete
government
transactions
online
of citizens said that
being recognized and
having a personal
experience is
important to them
of citizens believe
agencies should
monitor social media
during emergencies
of citizens do not
consider it a priority
to maintain existing
social programs as
is—they want a shift

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of execs say customer
experience is critical
to their business advantage
are just getting started with a
customer experience initiative
consider their customer experience
initiative to be advanced
97%
39%
20%
Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)
Statistics Show That We are Aligned Around the Mission
…But Behind on Execution

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BUY
Market and Sell
OWN
Support and
Serve
Only Oracle CX connects every engagement your
customer has with your brand

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Modern
Empowered
Customer
Oracle Customer Experience Cloud
Standardized & Integrated
Drive greater business value
through standardized & integrated
pre-built business processes
Best Practices for Competitive
Advantage and lower TCO
Tailored for Industries
Extensible
Extend solution, and Integrate to
the Enterprise
Complete
Modern Marketing, Selling, Commerce,
Service, Social apps that empower the
customer
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Sales
•Easy, Adaptable and Collaborative Selling
•Customer Insight and Pipeline Building
•Mobility and Productive Selling
CPQ
•Sell more with effective cross-sell /upsell
•Easy setup for Configurable Products
•Flexible Approval Workflow
Commerce
•Dynamic Personalized experience mgt
•Scalable Cross-Channel Commerce
•Multi-site branding
Service
•Knowledgebase & Customer Engagement
•Field Sales & Agent Empowerment
•Agile Customer Service Center
Marketing
•Social and Modern Marketing Content
•B2B and B2C Lead Generation
•Customer/Prospect Profile
Complete Customer Experience Cloud
Broadest solution capabilities to support your customers’ journey
Social
•Social Relationship Management
•Social Insights and Service
•Personalized Interaction
Customer
Master
Data
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Sample CX Analyst Evaluations
Solution Report Position Last Publish Date
Sales Gartner Sales Force Automation MQ
Gartner Sales Performance Management MQ
Visionary
Challenger
Jul ’15
Jan ’15
Service
Gartner Customer Engagement Center MQ
Gartner Field Service Management MQ
Forrester Customer Service Solutions SMB Wave
Forrester Customer Service Solutions Enterprise Wave
Leader
Leader
Leader
Leader
Apr ‘15
Dec ’14
Apr ’14
Apr ’14
Marketing
Gartner CRM Lead Management MQ
Gartner Multichannel Campaign Management MQ
Gartner Digital Marketing Hubs MQ
Forrester Email Marketing Wave
Forrester Lead-to-Revenue Platforms Wave
Forrester Data Management Platforms Wave
Forrester Enterprise Marketing Software Suites Wave
Leader
Leader
Leader
Leader
Leader
Leader
Strong Performer
Aug ’15
Apr ’15
Dec ’14
Jul ’14
Jan ’14
Aug ’13
Oct ’14
Commerce
Forrester BtoB Commerce Suites Wave
Forrester BtoC Commerce Suites Wave
Gartner BtoC Digital Commerce MQ
IDC Digital Commerce MarketScape
Leader
Leader
Leader
Leader
Jun ’15
Jan ’15
Sept’14
Jun’ 14
Social IDC Social Media Management and Marketing Marketscape
SiriusDecisions Social Media Intelligence B2B SiriusView
Major Player
Highest Score
Apr ’15
Dec ‘14
Cross CX Nucleus CRM Value Matrix H2 2015
Forrester Digital Experience Delivery Platforms Wave
Leader
Contender
Sep ’15
Jul ’14
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Inflexible Technology Infrastructure

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Take a Modern Approach to Customer Experience
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Oracle Customer Experience for Financial Services
One Bank: Customers demand a
continuous experience across all
channels and divisions
Value: Insufficient customer insight to
understand customer and grow
relationship
Relevance: Changing markets demand
rapid business process adoption and
product innovation
Banking Challenges Modern CX Approach
Complete: All divisions of Bank collaborate
together to deliver seamless customer
experience
Cross-Channel: Manage, Ensure consistent user
experience across all channels: Mobile, Web,
Branch, Contact Center
Insightful and Actionable: Guarantee effectiveness
of cross-sell and upsell by delivering timely,
actionable customer insights leveraging all available
data
Agile: Industry Best Practice Processes and
Business Process Orchestration enable agile
business process change management. Delivering
products and services to market faster
My Choice: Customer interaction
shifting from assisted channel to
unassisted channels

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Customer 360 Across Life Stages – Customer’s Experience
Young Adult Marriage Accumulation Velocity Protection
Purchase Car Purchase Home Investing Commercial
Banking
Financial Planning
Client’s
Experience
New Loan
Origination
Advisors
Experience
Ins Broker’s
Experience
Optimize Customer Value
Banker’s
Experience
Enterprise CRM – Secure data and meet regulatory requirements (Secure Cloud, PAAS, and Document Cloud Service)
Common Customer Master Information, Financial Assets, and Central Document Store
Cross-Channel Consumer Banking Wealth Management Global Wholesale Banking Insurance
Opens mobile channel for banking
Banker has deep insight into
customer relationships and financial
assets
Expanding client base and revenue
Tiered service for right channel,
right service at right time
Managing risk and future planning
• Client Streamlined Exp
• Client Information
• Ease of transitioning
• Visibility into Household
Relationships
• Guides Bankers on Next Actions
• Presents Financial Product Options
• Advisor and Team Performance
• Target Marketing to Mass Affluent
• Service Activity Notifications &
Review
• Omni-Channel (web, chat, email)
• Intelligent and integrated
Knowledge Management
• Flexible Account and Contact
Routing
• Business Insurance
• Household Planning
• Annuity Planning
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Marketing Cloud offers multi-channel social
campaigns
Banker receives nurtured leads and engages
with potential buyers
Opportunity updated w/ the selected
product.
Banker has a complete view of customers,
including financial profile and accounts
Dynamic interview tool enables banker to
assess needs, and find the best product
Banker also presented with a tailored
checklist to complete account origination
Banker collaborates with team to process
and complete application
Engagement Customer Insight
Needs AnalysisCollaboration Checklist Opportunity/Account Origination
Social Campaigns
Sales CloudMarketing Cloud Sales Cloud
Sales Cloud – OPASales CloudSales CloudSales Cloud
Oracle Customer Experience for Financial Services
CX Solution – Account Origination
Marketing Cloud analyzes customer
activities and generates lead
Marketing Cloud
Automated Lead Generation
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Tailored For Industry
Pre- Built to Accelerate Adoption & Time to Value
Pre-Built with Best Practices
 Enhanced data model, policy model, user experience,
business intelligence and industry integration to
address industry-specific CX requirements
Modern Blueprint for Each Industry
 Best practices for configuration/integration of Oracle
CX products with other products (Oracle and non-
Oracle)
Accelerated Customer Deployment
 Superior ability for consulting partners to speed
deployment through:
– Reference configurations
– Integrations
– Industry best practices
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Standardized
 Common & Modern Alta UI Design
 Universal Customer Master
 Identity Services
 Standardized API Catalog
 Social Collaboration
 Deep Functional Integrations
Drive greater business value through standardized and
integrated pre-built business process across silos
ServiceSales
SocialMarketing
CommerceCPQ
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Integrated
 Over 100 cross-channel persona and use case based
integration flows
 50 plus new and enhanced integration flows planned
 Higher marketing, sales and service effectiveness
 Greater customer retention/loyalty
 Reduced time to market and results
 Lower cost and improved value of using unified suite
Powerful Integrations for the customers cross-channel
journey
ServiceSales
SocialMarketing
CommerceCPQ
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Oracle Integration Cloud Service (ICS)
The Next Generation Integration Platform for Oracle CX
Oracle Integration Cloud Service(ICS) is simple but powerful integration service that helps maximize the value of
your investments in both SaaS and on-premise applications. It is an easy to use integration platform that helps
develop, deploy, execute, manage and monitor integrations.
Oracle CX Packaged Components for Integrations Using ICS will include:
1. Adapters that enable communications(design, run and activation time) between ICS and the respective CX cloud services
2. Integration Flows that include Data Transformation Mapping and configuration of the application end-points
Oracle Integration Cloud Service (ICS)
Oracle
Marketing Cloud
Oracle
CPQ Cloud
Oracle
Sales Cloud
Oracle
Commerce Cloud
Oracle
Service Cloud
Oracle
Social Cloud
3rd Party Cloud services
Oracle On-prem apps
(e.g. Siebel, EBS, JDE,etc…)
3rd Party on-prem apps
Oracle Customer Experience Cloud
Oracle
ERP/SCM Cloud
Oracle
HCM Cloud
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Extensible - Personalize Your CX Cloud
Tailor with CX apps. Enrich with PaaS and Marketplace
Oracle CX
Cloud
 Rich tailoring
capabilities
 Mobile support
 Embedded
social
collaboration
 Tailor approvals/
workflows
Cloud
Marketplace
 Unique apps
 By cloud
partners
 Certified by
Oracle
One Cloud Platform
Database
Cloud Service
 Data storage
 Data import
Developer
Cloud Service
 Source code
management
 Build deploy
tools
 Web service
repository
Java
Cloud Service
 Logic and
business rules
 UI modifications
 Full power of
J2EE
Business Intelligence
Cloud Service
 Cross-source
Enterprise
analytics
 Global Executive
Dashboards and
Reporting
Documents
Cloud Service
 External
document
collaboration
 Offline syncing
 Web, mobile,
desktop
Integration
Cloud Service
 Web based,
Point & click
integration
 Rich Monitoring
and error mgt
Process
Cloud Service
 Rapid Process
Composition
 Multi-channel
BPM interfaces
 Business Agility
& control
Oracle PaaS
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Blue Coat Cloud Data Protection
Protecting your PII Data
Users
Firewall
Cloud Data
Protection Gateway
(CDPG)
Token Generation and Protect Process is Transparent to the User
Confidential and Sensitive Data Remains
stored in the Token Vault behind the Firewall
and never enters the Cloud SaaS application
Token Vault
Token
Request
Token
Substitute
Token
Response
Return
Clear Text
Oracle Sales Cloud application
functionality is maintained
including Search and Reporting
1 2
34
No mathematical link between the original value and the replacement token
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Results Being Realized by World-Class Companies
Head of
Sales
Head of
Sales Ops
Head of
Commerce
Head of
Service
Head of
Social
Head of
Marketing
50%
Decrease in time
to open an
account
75%
Reduction in
application
customizations
225%
Increase in
customer self
service
40%
Uplift in sales
opportunities with
25% reduction in
costs
6.5M+
Customer
Interactions
3.1M+ Dealer
Interactions
1.5
minutes
saved on order
entry calls
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Oracle Customer Experience Suite
The Complete Customer Experience Platform
Oracle
Marketing
Customer Experience Foundation
Oracle
Sales
Oracle
CPQ
Oracle
Commerce
Oracle
Service
Oracle
Social
Industry Solutions
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