building for strategic advantage in the experience economy€¦ · cx leaders drive 5x better...

Building for Strategic Advantage in the Experience Economy

Des Cahill

CMO

Oracle CX

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.

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EXPERIENCE ECONOMY

Experiencedefines value

Customer isinnovator


Journeys are non-linear and unpredictable

of consumers will

walk away from a

brand forever after

having just one

bad experience

1/3

Copyright © 2019 Oracle and/or its affiliates. Oracle.com/goto/cxresearch

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of consumers are

willing to pay as

much as 20% more

for an impressive

customer experience

41%

0%

10%

20%

30%

40%

50%

Gen Z Millennial Gen X Boomer

Willing to Pay as Much as 20% More

Oracle.com/goto/cxresearchCopyright © 2019 Oracle and/or its affiliates.


Of Gen Zers and

Millennials are more

likely to buy from a

company that offers

novel experiences

58%

0%

10%

20%

30%

40%

50%

60%

Gen Z Millennial Gen X Boomer

Attraction to Novel Experiences

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CX leaders drive

5x Betterrevenue growth– Forrester

CX leaders outperformed CX laggards on stock price growth by

29% Points– Forrester

Oracle CX Market Vision

Skyrocketing expectations will continue to accelerate

ContextualMarketing

DigitalSales

Real-Time CX for Business Success

PredictiveService

Customers in Experience Economy

Signal detection, personalization and reaction time


Oracle DataFox Business DataDelivers Precise, Dynamic Firmographic and Signals Data

• Growth• Financial• People• Recognition• Events• Corp Updates• Risk signals

NLP-Based Data Creation

AI-Based Matching & Deduplication Engine

• Web Data• API Stream Ingestion• RSS Feeds

• Name• Description• Location• Headcount• Keywords• Industries• Hierarchies

Firmographic Data Signals Data

1BILLION

Company Data Points Sourced/Year

2.2MILLIONNew Businesses

Added/Year

5.6MILLION

Websites Scanned/Month

21MILLION

Signals Processed/Year


Confidential – Oracle Internal/Restricted/Highly Restricted

CX Unity Fuels Real-Time CX

Customer Intelligence Platform for

Personalized Experiences

CX UNITY

Connects & Enriches

Customer Data

Creates UnifiedCustomer Profile

Accelerates Customers

From Unknown to Known

AmplifiesPersonalizationAcross all Touchpoints



Top U.S. Telco

How do we knowwhich accounts areready to purchase?

“

Millions of accounts

Lack of clarity about account level interest

Often competing for business in real time


How do I anticipate each customer’s interest in the moment?

“Loyalty is central to my business model. Often customer’s first purchase is not profitable.

I would like to provide relevant offers in real time to drive better experience and repeat purchases.

ASEAN Online Retailer

SalesMarketing Commerce Service

Industry Solutions

Content

Autonomous Database

Oracle Gen 2 Cloud Infrastructure

Integration Analytics Security App Dev

Oracle CX

Confidential – © 2019 Oracle Internal/Restricted/Highly Restricted

PartnerEcosystem

Profile Transactional Behavioral Sensor OperationalExternal

Anonymous Known AI/MLConnectedIntelligence

ConnectedExperience

ConnectedData

Platform


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building for strategic advantage in the experience economy€¦ · cx leaders drive 5x better...

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