Post on 25-Jun-2020
The Evolution of Customer Experience
Brendan Cox
Jessica Chan
Copyright © 2019 Oracle and/or its affiliates.
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, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.
Statements in this presentation relating to Oracle’s future plans, expectations, beliefs, intentions and prospects are “forward-looking statements” and are subject to material risks and uncertainties. A detailed discussion of these factors and other risks that affect our business is contained in Oracle’s Securities and Exchange Commission (SEC) filings, including our most recent reports on Form 10-K and Form 10-Q under the heading “Risk Factors.” These filings are available on the SEC’s website or on Oracle’s website at http://www.oracle.com/investor. All information in this presentation is current as of September 2019 and Oracle undertakes no duty to update any statement in light of new information or future events.
Safe Harbor
Copyright © 2019 Oracle and/or its affiliates.
The Customer Data Opportunity
In a world filled with rich data generated in multiple micro-moments every day, companies are struggling to assimilate, organize, cleanse, derive, predict, and take action based on this customer data to reach business goals.
Copyright © 2019 Oracle and/or its affiliates.
Oracle CX Investment in Customer Intelligence
2012 2014 2015 2016 2017 2019
Customer Data Master
Oracle BlueKaiDMP
Datalogix
Maxymiser CrossWise
AddThis
Infinity
Moat
2018
CX Audience
Grapeshot
DataFox
CX Unity
Copyright © 2019 Oracle and/or its affiliates.
CrowdTwist
To understand a Company, Contact or Partner at their point of need to provide the best experience possible
Copyright © 2019 Oracle and/or its affiliates.
IMPROVE MARKETING & ARTIFICIAL INTELLIGENCE
SUPPORT RETENTION, LOYALTY & ADVOCACY
PERSONALISE SERVICE AND COMMUNICATION
INCREASE CONVERSION & REVENUE
Incomplete and Inaccurate Customer Information Creates Immense Problems for Organisations
Fractured View of Individuals Across
the Business
Inaccurate Data Limits AI
Capabilities
Time Wasted on Repetitive Low
Value Tasks
Data foundation to reap AI benefitsCustomer Data Management is a collection of processes designed to improve the accuracy and speed of completing business transactions in both the front and back office
Copyright © 2019 Oracle and/or its affiliates.
Copyright © 2019 Oracle and/or its affiliates.
Copyright © 2019 Oracle and/or its affiliates.
A holistic approach to customer data
Quality
Data is cleaned and de-duped, creating a Golden Master Record, continually incorporating the best attributes from the strongest sources.
Enrichment
Data is enhanced by 2nd and 3rd party sources for accuracy and completeness of address and profile elements.
Analysis
Clean, complete, accurate data is the foundation from which AI applications can deliver business-changing insights.
Transaction
Individual systems take action against the Golden Master Record and feed data back for continued accuracy.
Copyright © 2019 Oracle and/or its affiliates.
Phase 1
Phase 2
Phase 3
Phase 4
RegistryMaintain a thin system of reference
with links to more complete data
spread across systems
ConsolidationAggregate customer data into a
common repository for Reporting
and reference purposes
Co-ExistenceManage single view of
customer data, synchronizing
changes with other systems
Transactional HubManage a single view of customer
data, and establish CDM as the single
system of record for customer data
Roadmap Approach to Adoption
Coordinated Customer 360° View across all Applications
CR
M A
UTO
MA
TIO
ND
IGIT
AL
AD
S
DIG
ITA
L A
NA
LYT
ICS
DM
P
CIP
(C
X U
NIT
Y)
STR
UC
TU
RE
DU
NST
RU
CT
UR
ED
Onsite, Commerce
Social
Email, SMS, Push
Display, DCO, Video
Search
Mobile Web, App
Call Centre
AdServer, SSP
KN
OW
NU
NK
NO
WN
DIR
ECT
PASS
IVE
Connected TV, Audio, Gaming, OOH
Online marketplaces
Cleansed CRM ID
Unique User ID, Loyalty
Email, Mobile, Session
Cookie ID
Device ID
Product, Supply
POS, Order, Billing
Risk, ERP, HCM
Supply Chain, Shipping
BA
CK
OFF
ICE
FRO
NT
OFF
ICE
Connected
ExperienceConnected
IntelligenceConnected
Data
• Too much data?
• Not sure what to do next?
• Where do you talk to your customers?
Copyright © 2019 Oracle and/or its affiliates.
CX Story
Let’s show you a scenario…
Copyright © 2019 Oracle and/or its affiliates.
Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted16
2nd & 3rdParty
Marketing
Digital Streams
Service
Customer Master
Data Cloud
Data Fox
Sales
Commerce
Data Partners
POS/ERP/SCM
CX Unity Overview
Unify Enrich Segment Analyze Engage
AI Driven Engagement Systems
Sales
Service
Personalisation (CRO)
Real Time API (Your AI driven engagement system)
Email, SMS, Push
Marketing Orchestration
Paid Media
Commerce
1stParty
CustomerData Inputs
Copyright © 2019 Oracle and/or its affiliates.
Machine Learning & Artificial Intelligence
CX Unity DashboardCustomize
Copyright © 2019 Oracle and/or its affiliates.
Connected
ExperienceConnected
IntelligenceConnected
Data