day one (pdf)

Linking the Omni-Channel Divide

Peter Sheldon, VP & Principal Analyst

April 1, 2015

@peter_sheldon

US consumers will spend $3.3

trillion on retail purchases in 2015

Source: Forrester Research

US Cross-Channel Retail Sales Forecast: 2014 To 2018

90% will be spent in stores…



…and 10% will be spent online



Where the transaction occurs is

irrelevant

49% of sales paid for in a store are

influenced online



© 2015 Forrester Research, Inc. Reproduction Prohibited 9

Source: Forrester Research Online Retail Forecast & Web-Influenced Retail Sales Forecast, 2013 To 2018 (US)

When store pickup is

available, 16% of US

online shoppers use it

all or most of the time

26% use it sometimes

Source: Forrester Research North American

Technographics Retail Online Benchmark Recontact Survey, 2014

31% of Toys “R” Us

eCommerce Sales are

now “Omni-Channel”

Source: Toy’s ‘R US 8-K Filing, March 2014


Omni Channel

“The coordination of traditional marketing

channels, selling channels, and systems

to create a seamless and consistent

customer experience.”


Omni Channel

“The [coordination] of traditional

marketing channels, selling channels, and

systems to create a [seamless and

consistent customer experience].”


“How important are the following capabilities while shopping online?”

Buy online and ship

to my home

95%

Buy online and ship

my return back

80%

View local store

inventory online

89%

Buy online and return

to a store

86%

ETA for orders to

store or home

91%

Buy online and

pickup in store

61%

Buy online and ship

to a local store

73%

Reserve online and

pickup in store

60%

Buy online and ship

to a third party

73%

60% of your customers expect omnichannel services.

Consumers have high expectations when it comes to channel integration

Source: a commissioned Forrester study with Purolator, May 2014

Unfortunately today many Omni-channel

experiences today are broken

Image source: Flickr


BEFORE: “OK fine, you are out of stock.

I’ll try again later.”

NOW: “I KNOW you have the product in stock!

Please FIND IT!”

Malls are not distribution centers

Stores are not warehouses

Associates are not pickers


1 Get alignment on goals, metrics and culture between the channels

Unfortunately the “Mine” – “Theirs”

mentality is still commonplace in US retail

Source: hypepotamus.com/wp-content/uploads/2014/04/retail-summit.jpg

Behaviors are driven by incentives

Source: AMC


Who gets the sale?

Where it was

paid for

Online Only Sales

(ship to customer)

The nearest

store to the

delivery

The store(s)

that fulfill

Omni Channel Sales

(store pickup,

endless aisle)

Where it was

paid for

The nearest

store to the

customer

Where it was

reserved

The store

where it’s

collected

The channel

that owns the

inventory

gets credit for


If everyone gets credit, then

everyone is focused on the customer


2 Obsess about the customer experience

Inventory must be shared and visible

across channels


Store pickup has to be fast


The in-store experience has to be slick


3 Empower seamless experiences for the customer through integrated channel technology


Invest in “digitally savvy” associates


Learn Assist

Buy Operate

The associate facilitates engagement


66% of luxury shoppers more likely to

shop or interact with sales

associates who are equipped with

mobile devices Source: North American Technographics Retail Survey 2013


Barcode scanning verifies SKU accuracy

color contextual images provide visual verificaiton

Leverage mobile devices to enforce process accuracy and timeliness


4 Create seamless experiences for the customer through integrated channel technology

Ensure tight integration between the

POS and eCommerce platform


OMS systems orchestrate the ‘buy’ phase of the customer lifecycle


Omni-channel without an OMS is like going to battle with a stick


“We are one brand to our

customers. Our customers do not

differentiate between channels,

and now neither will we.”

Karen Katz, Neiman Marcus Group President and CEO

forrester.com

Thank you

Peter Sheldon

[email protected]

@peter_sheldon

mailto:[email protected]

Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

The Future of Commerce and Customer Experience

Vision Demo Alistair Galbraith Senior Director, CX Product Strategy

43

DATA DRIVEN COMMERCE Spindrift | DigitasLBi

Michel Tjoeng

Confidential and Proprietary © Copyright 2015 Spindrift Group

Last updated: 01/04/2015

We are a full-service digital agency that specialises in digital

commerce. Not only do we know this fast-growing industry,

we influence it. From start to finish, our work delivers

innovation, performs with agility, and transforms the customer

experience.

We are a global marketing and technology agency that

transforms businesses for the digital age. We exist to

help brands embrace the creative and technological

changes revolutionising all aspects of their business.

A wealth of data

45

Marketing Commerce

1st

Party Data

1st

Party Data

2nd

Party Data

3rd

Party Data

46

Personal

Consider the individual

Contextual

Consider their goals

Convenient

Make them easy to achieve

Customer journey

47

ATTRACT ENGAGE CONVERT

Clicks

Ad

Views

details

Searches for

accessories

Receives

offer

Selects

products Checks out

Audience data

Facebook campaign:

FB_US_M_Tech_APR1

Gender: Male

Age: 21-40

Location: Las Vegas, NV

Lifestyle:

- Technology Early Adopter

- Active Online Spender

80%

Traffic from Facebook comprised nearly

of all social traffic to retail sites during

2011.

49

Name: Dave

Email: [email protected]

Channel: Social Network

Network: Facebook

Campaign: FB_US_M_Tech_APR1

Technology iPhone 5s, iOS 8.2

Visitor data


50

Collecting and using data whilst

the customer shops

Navigation:

Previous pages, category,

Search:

Brand preference, lifestyle segment

Filtering:

Budget, Quality Level

Selection:

Size, Color, Accessories, Services

Behavioural data 71%

say search is key to

customer

satisfaction"

51

Collected data

The person

The context

• Interested in the new TV, but not

decided to buy yet.

• Would buy it together with a wall

bracket of same brand.

Dave, Male, 36, Las Vegas,

[email protected]

Identity Data

CRM Data

Commerce Data

Marketing Data

Gold Loyalty Member

Does not complain

Does not return or cancel

Buy Apple & Sony

Buys top range products

Looks for quality

Early Adopter

Online Spender

Facebook User

Apple User

52

Personal offer

Audience High value customers who are

interested in product and that are

likely to choose an accessory.

Offer 50% off accessories with this TV

Validity Only this segment

Only 30 days.

88%

of people in UK are open to online retailers following up by email after they abandon

an online purchase

Personal experience

1. Location Offer landing page

2. Personal offer 50% off <category> with new TV

3. Targeted messaging “Free Delivery in Las Vegas”

“Warranty options available”

4. Primary cross-sells Brackets based on brand preference

5. Secondary cross-sells Compatible Apple products

1

2

3

4

5

54

Convenient purchase

Delivery • Default delivery method

• Default shipping speed

• Saved delivery details (s)

• Saved personal details

Payment • Default payment method

• Saved payment details

• Saved billing details

Communication • Order confirmation

• Order despatch (estimated arrival)

• Order tracking (detailed arrival)

• Order delivered

68%

of customers say that ease of checkout affects how

satisfied they are with the purchase experience.

55

ATTRACT

RETAIN

CONVERT

Use data throughout the commerce cycle

• Pro-active engagement

• Personal communication

• Contextual experience

• Convenient purchase

ENGAGE

Where to start

56

Assess

Experience

Technology

Organization

Skills

Process Data

Plan Execute

Roadmap

Architecture

Projects Planning

Test

Implement

Optimize

Criteria for succes

• consider the customer experience across all channels and all contexts

• aspire to create a 360 view of the customer

• structure your organization in line with your ambitions

• evolve your technology landscape

• architect a digital platform not point solutions

• separate experiences from the platform for maximum agility

57

Oracle based architecture

58

Content & Commerce

Oracle Commerce

Service

Oracle Service Cloud

Campaign

Oracle Marketing Cloud

Social

Oracle Social Cloud

Media

Oracle Bluekai

Data Management

Oracle Bluekai

Websites Call Centre Email Social Media Ads

Platform

Experiences

Customer Data

Let’s get connected. [email protected]

Thank you.

United Kingdom 6th Floor, 23 Howland Street,

London, W1T 4AY

Phone: +44 (0) 8450 534848

Fax: +448703835705

Netherlands Maliesingel 39-40,

Utrecht, 3581 BK

Phone: +31308776030

Fax: +31878721419

www.spindriftgroup.com

[email protected]

http://www.spindriftgroup.com



New Approaches to Customer Engagement in the Digital Transformation Era

Craig DeMerit COO Tilly’s


What we’ll cover today

About Tilly’s

Need for Change

Tilly’s + Oracle

Digital Transformation

Results and What’s Next

1

2

3

4

5

62

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. 63

Leading retailer in action sports Est in 1982 211 Stores in 33 States


Disconnected Experiences

Email

Online

In-Store

Mobile Print

Social

Business Tools

Data


Tilly’s Integrated

Oracle Ecosystem

Oracle Commerce

(ATG & Endeca)

Oracle Marketing

Cloud (Responsys)

Oracle Social

Oracle Service

Micros POS

Custom applications

for OMS, Analytics, CRM, etc.


Tilly’s.com Purchase to Go-Live Timeline

Prior to 2014 – Endeca for Search and Oracle HCM

February 2014 Purchased

Oracle Commerce

September 2014

Implentented Oracle

Commerce

Tais Tech SI Partner

October 2014

Live on Oracle Commerce

69


Path to Improving Digital Customer Engagements


Personalized Experiences

Path To Enhanced Customer Engagement


Mobile First Approach with Responsive Design

72



Mobile POS and In-Store Experience

73



Moving Control to Business Team

74

Example: Mary merchandiser needs to add new category around rash guards and promote globally

Select page layout and design Manage header, banners, promotions and content Manage the navigation and search results order Manage the product listing Extend updates mobile devices and global sites



Integrating Channels With Commerce

75




76




77




78



Questions?

81


LUNCH

83

A New Approach to Creating Engaging Reward Experiences

Bryan Phillips VP, Technology & CIO Maritz Motivation Solutions

Jim Slattery VP, Store Operations Maritz Motivation Solutions

Hospitality

Travel

Financial Services

Loyalty

Travel

Hospitality

Major Auto

Healthcare

Tech

Loyalty Sales Incentives

Financial Services

Employee Recognition

Client-branded programs

91

Coolest Gadgets and Designer Brands

5,000 orders a day!

Pay Attention and Win!

Fire HD 6 Tablet

Fitbit Flex

Get a chance to win a reward!

iPad Mini

Bose SoundLink Mini

Sony SmartWatch 3

Why should a shopping experience with points be any different?

Ratings and Reviews

RewardSphere Advanced Features

Enhanced Search

360° viewing

Side-by-side Comparisons

We’ve brought innovation to the incentive industry.

Why did we need something new? Custom shop

Backlog of enhancement requests

Large effort for new client launch

Desire to personalize the experience

RewardSphereTM: An IT-free solution!

Success

• Increased number of orders

• Higher revenue per order

• Higher conversion rate (orders per visit)

• Positive results!

– Participant engaged in program

“…provides an exceptional redemption experience for Marriott Rewards members compared to other loyalty offerings.” — Troy Mitchell, Director of Partnerships, Marriott Rewards

From our clients…

“It's great motivation to work hard if the reward

is Key Appreciation points.” — Terryl Kaiser, KeyBank

“The whole experience was very easy.”

— Beth Brunner, Table Games Dealer,

Caesars Entertainment

Making it Personal

Your Turn to be Rewarded

• Send a text to: 636-283-0360 With: 1) Correct answer and 2) your name

• To the following question

It’s your turn!

Where is Maritz located?

Test Drive For Yourself

Use Quick link:

goo.gl/DKljwe (case sensitive)

or Navigate from southwest.com

More Rewards

Rapid Rewards®

http://www.southwest.com/

Thank You!


Multiplus Implements Oracle Commerce For Their Loyalty Marketplace Learn about the unique application of using Oracle Commerce as a loyalty marketplace by one of the largest points marketplace's in the world - Multiplus Brasil.

Mauricio Correa IT Application Senior Manager Multiplus April 1st, 2015

Rohit Garewal President – OE Digital Object Edge April 1st, 2015

114

1993 Creation of TAM Fidelidade

2009 Spin-off from TAM Fidelidade

Feb/2010 Multiplus’ IPO

Oct/2011 Multiplus presents its new brand

Dec/2011 Multiplus becomes one of TOP 100 most liquid stocks in Bovespa

Aug/2010 New headquarters and IT loyalty platform

Mar/2012 Multiplus reaches 200 partners

Apr/2012 Multiplus reaches 10 mn members

May/2013 launched the new‖ campaign on several media vehicles

Jun/2013 Non-air redemptions reached 8% for the first time in a quarter

Oct/2013 Improved corporate governance structure

Created from TAM Fidelidade,

Multiplus already has a five year track record

Mar/2014 Multiplus mobile app for IOS and Android

Sept/2014 Multiplus launches "Points + Money“ and Multiplus Challenge (gamification)

13.8 mln Members

All banks in Brazil

More than

400 Partners

The customers accumulate points buying products from our partners & flying with TAM and ONE WORD airline com-panies. They can convert the points in their loyalty programs to Multiplus

The points are accumulated in the credit card. They can then choose to transfer the points to Multiplus or other loyalty programs

The points can be redeemed for many products or services at coalition partners

The points are redeemed for an airline tickets

More than 15 million airline

tickets were redeemed during the last five years

TAM Airlines REDEMPTION

Retail Partners REDEMPTION

Multiplus Business Model / Transaction Flow

88% of points redeemed

12% of points redeemed

The largest coalition network of loyalty programs in Brazil:

115

Brazilian loyalty industry is still in early stages

53.9%

25.3% 24.2% 20.9% 20.5%

14.4%

7.3% 6.3% 6.1% 4.8% 2.4%

Penetration of loyalty programs in total population (%)

Sources: loyalty programs websites and each country statistic data bureau (Updated in Jan/2014)

High growth potential

Average (ex-Multiplus): 18%

116

10.9

12.2

13.8

12.2

13.3 13.8

2012 2013 2014 4Q13 3Q14 4Q14

117

Consistent network growth

Partners

13.8mn members can gather points

from several programs in one single

account

416 partners gain a powerful

support acquiring and retaining

clients Members (mn)

369

472

416

472 465 416

2012 2013 2014 4Q13 3Q14 4Q14

Note: based 4Q14

+12.9%

Non-air redemptions

15% of

the total redemption

in 4Q14

• More affordable redemption options • More competitive portfolio of products and services • Improved members´ experience • Additional liquidity • Better profitability

% o

f t

ota

l red

emp

tio

n

2010 2011 2012 2013 2014

0.4%

2.1%

5.4%

9.2%

118

119

Diversification goals

85% 15%

Current

Air Tickets Others

20%

5%

75%

Current

TAM Retail, Industry and Services Banks

Note: 4Q14

Long term target

Long term target

10 to 15%

20 to 25%

Points redeemed

Points sold Increased retail share will help to sustain margins and improve members engagement

Non-air redemptions growth supports unit cost control and member experience improvement

Business Goals –

Why did we upgrade the current marketplace?

Member`s experience

• Build user loyalty through relevant and contextual experiences

• Facilitate the relationship and interaction with our brand • Showcase membership benefits • Enable business users to provide a seamless partner

experience • Create point liquidity

Business Goals –


• Encourage the use of the network • Greater assertiveness • Accrual and Redemption boosting

• Easier way to explain the benefits of coalition

network

• Delivery a solid environment to influence member’s consumption choices

Business Sustainability

Business Goals –


• Provide intelligence for our business partners • Greater exposure of it brands, products and

services • Delivery a strong vacancy tool without profit

cannibalization with standard promotions

• Exchange experience with partners on customer behavior

Value for Partners

We launched the first Marketplace’s store

123

Smart

And this is our first result…

124

Redemptions Comparison between JAN/14 and JAN/15 – Casas Bahia Partner

Distinct Members that redeemed per day:

Points redeemed per day: Average Ticket in points:

JAN/14: 65 JAN/15: 81

JAN/14: 927k JAN/15: 1,415k

JAN/14: 8.9k JAN/15: 10.3k

24%

16% 53%

Copyright © 2015 Object Edge

Business Challenge

Build user loyalty through relevant and contextual

marketplace experiences


A Multiplus that listens…


How did we meet

the challenge?

Accelerators. Experience. Cooperation


We know who Jane is due to

her initial registration on the

site, and cookies identified her

when she landed on the page

for a soft login.


We knew the number of points due

a service call to Seibel Loyalty

We had pre-defined segments in

ATG that identified on users whose

points were set to expire in under 90

days.

We had personalized a banner to

show a ‘re-up’ promotion to trigger if

someone was at risk


A user level attribute is set to

True everytime someone

registers the app.

We have a dyanmic banner

that shows a download offer

when the flag is set to False


When someone enters a promo

code, to coupon code is sent to

ATG via an API call, and the

appropriate promotion is applied. In

this case a message to Seibel

Loyalty to add 5,000 points.


Object Edge extensions allowed

us to store partners as a profile

within ATG. An attribute of the

partner is (are) geo-location

codes for individual locations.

These are referenced, via web

services, by the app.


Google.


The app is able to scan

UPC codes, which

translates to a SKU. A

real-time service call is

made to ATG, which

returns the PDP to show

the customer the cost of

the skirt in points.


Browse-based personalization

triggers an email campaign


Google Display

Campaigns are

contextually triggered if

emails are not clicked

on. This prevents user

fatigue.


Another OE Innovation, dynamic

bundling allows the system to

automatically create bundles

based on product attributes and

previous purchase behavior.

Offers on dynamic bundles are

created by business users in

BCC.


Orders are then routed and

tracked by partner, ensuring

the package is safely

delivered and the customer

has a complete, terrific

experience.


Digital is not easy.

In Commerce, Technology and Business are

intertwined more than any other place in the

world. Your ability to grow is directly related to

your ability to innovate RELATIVE to your

competition. This could be a good or bad thing

depending on your space.


You can’t sustain

innovation without

maturity

If technology alone could drive your brand,

business, and growth, anyone with sales,

marketing, or customer in their title would be out

of a job.


The CxO doesn’t

need a goal, they

need a plan

Goals are important, but without an achievable

roadmap are close to worthless.


Data

Collect data across

the ecosystem

Organization

Filter and make the data

actionable through a

process-driven organization

Technology

Deliver the right message

through your digital

channels

A ROADMAP OF ACHIEVABLE PROJECTS

Business success through Digital Maturity


A ROADMAP OF PROJECTS

TIER 2

MATURITY


What’s Next

Maturing across the data, organization,

technology continuum.


Analyze

datat

Segment

audience

Target

conten

t

Deliver

experienc

e

Sites

Analyze

datat Segment

audience

Target

conten

t

Deliver

experienc

e

Paid

Marketing

Analyze

datat

Segment

audience

Target

conten

t

Deliver

experienc

e

Social

Analyze

datat

Segment

audience

Target

conten

t

Deliver

experienc

e

Email

Multiplus’s

digital

experiences…

…are currently

managed

separately

…but now we

have all the

tools…

…and a way to

tie it all together.


Oracle Commerce

Exact Target TBD

OE Campaign Optimizer

BlueKai*

Multiplus Experience Hub

Paid

Marketing

Sites

Social

Email

Multiplus’s

acquisition and

conversion channels…

…each managed

TOGETHER

SmarterHQ*


Envisioned by Multiplus.

Delivered by Object Edge.

CHANNEL

CONTENT

SEGMENT

S

CHANNEL

CONTENT

SEGMENTS

CHANNEL

CONTENT

SEGMENT

S

CHANNEL

CONTENT

SEGMENT

S

Digital Body

Language

Mutliplus

Experience

Hub

Social

Site

Display eMail

Digital Body

Language

Digital Body

Language

Digital Body

Language

A digital hub for content

creation, personalization,

and cross-channel

marketing for encouraging

accruals and seamless

redemptions


Thank you.

Digital

Strategy Technology

Strategy

Performance

Marketing

Data Insight

Change

Management

Support Technology

Support

BPO

Commerce

Technology

Platform

API

Mobility

Architecture

Rohit Garewal [email protected]

Mauricio Correa [email protected]


• A roadmap for bringing in 2nd and 3rd party data to augment channel, product, and data views.

• Change Management for transitioning to the new platform – training

• Learning how to derive insights from the data

• Centralizing campaign management

Data Organization Technology


Technology Hurdles

Multiple Business Goals

Two different types of

stores in one:

Accrual vs. Redemption

Multiple Catalogs

Process files from 50+

different partners,

segregated across four

different complexities

Multiple Experiences

Browsing: Maintain the 50+

different catalog structures,

but allow a mechanism for

a unified catalog

Contextual Search

• Search content directly related to where on

the site search is executed from

• Search results need to separate types of

content (partner vs. promotion vs. sellable

SKU (various types)

Multiple Segment Drivers

• Tightly integrate Siebel loyalty for

customer segment attributes

• Expose data for centralized campaign

management


Oracle Commerce Roadmap

Ian Davis Senior Director, Product Management Oracle Commerce April 2, 2015


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.

153


Program Agenda

Our Vision for the Future of Commerce

Product Release Update and Roadmap

The New Member of the Family

1

2

3

154


155

SELLING ONLINE SEPARATE FROM

MAIN BRAND AND IT MANAGING

Late 90s Early 00s COMMERCE

CONTRIBUTION TO REVENUE GROWS

CONTINUALLY YoY

Mid 00s ONLINE SALES TAKES CENTER

STAGE IN STRATEGIC BUSINESS GROWTH

CONSUMERIZATION OF B2B

2010-2013 BEST DIGITAL COMMERCE EXPERIENCES AND BRAND

EXPERIENCES BECOME INDISTINGUISHABLE

2014-…

MARKET TRENDS DRIVING OUR INVESTMENT

e-Commerce Commerce Customer

“channel” E-Commerce

“cross-channel” “multi-channel” Experience

“omnichannel”


MARKETING CLOUD

SOCIAL CLOUD

SERVICE CLOUD

REDUCE SALES CYCLE ELIMINATE ERRORS BEST-FIT PRODUCT

CPQ CLOUD

BUYER & RETAIL EXPERIENCE

ORDER MANAGEMENT

PRODUCT HUB

WEBCENTER SITES

ORACLE COMMERCE

LEVERAGING ORACLE

CAMPAIGN TRIGGERS BASED ON COMMERCE ACTIONS, USER PROFILE SYNCH, TOOLS INTEGRATION

CUSTOM AUDIENCES, SOCIAL + COMMERCE MERCHANDISING SYNCH

COMMON ONLINE KNOWLEDGE BASE, CALL CENTER TOOLS INTEGRATION

OMNICHANNEL INVENTORY VISBILITY,

DIGITAL + STORE CONVERGENCE

CROSS-CHANNEL ORDER MANAGEMENT AND

FULLFILLMENT

INTEGRATION FOR UNSTRUCTURED

CONTENT AND SINGLE SIGN ON

SUPPLIER PORTAL DATA CLEANSING AND

NORMALIZATION ENTERPRISE-WIDE PRODUCT MASTER


ORACLE COMMERCE PRODUCT STRATEGY VECTORS

BEST FEATURE SET AND INTEGRATIONS TO SERVE B2C, B2B AND HYBRID BUSINESS MODELS

BUSINESS MODEL

A CHOICE IN THE WAY THAT ORACLE CUSTOMERS CONSUME ORACLE COMMERCE

SOLUTION DELIVERY MODEL

BEST PARTNER FOR ALL COMMERCE NEEDS


ORACLE COMMERCE PRODUCT STRATEGY PILLARS

RELEVANT, PERSONAL, CONSISTENT EXPERIENCES ACROSS ALL CUSTOMER TOUCHPOINTS

CUSTOMER & BUYER ENGAGEMENT

UNIFIED TOOLS SUITE TO CREATE, MANAGE, AND OPTIMIZE EXPERIENCES ACROSS ALL TOUCHPOINTS

BUSINESS ENGAGEMENT

FLEXIBLE, EXTENSIBLE ARCHITECTURE TO POWER COMMERCE EXPERIENCES WITH TODAY’S AND TOMORROW’S DEMANDS

IT ENGAGEMENT

BEST COMMERCE EXPERIENCES. BEST BRAND EXPERIENCES.


ORACLE COMMERCE

RELEVANT, PERSONAL, CONSISTENT EXPERIENCES ACROSS ALL TOUCHPOINTS

CUSTOMER & BUYER ENGAGEMENT


MANAGERs

NOT ALL EXPERIENCE

are created equal

PAGE

TYPE

A

B

C

Category

Sub-Category

Sub-Category

Sub-Category

Sub-Category

Attribut

e Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Category Sub-Category

Sub-Category

Sub-Category

Attribut

e Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Category

Sub-Category

Sub-Category

Sub-Category

Sub-Category

Attribut

e Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Category

Sub-Category

Sub-Category

Sub-Category

Sub-Category

Attribut

e Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e

Attribut

e Attribut

e

Attribut

e

Sub-Category

MILLIONS OF DISCRETE EXPERIENCES ACROSS A VAST PRODUCT CATALOG & RICH DIGITAL CONTENT

NO DATA, NO CONTENT

LEFT BEHIND

CONTEXTUAL OMNICHANNEL BUYING EXPERIENCES AT ANY INTERSECTION OF HIGHLY-FACETED DATA AND CONTENT

RULES-DRIVEN TRIGGERS TARGET CONTENT,

PROMOS, PRODUCT

NO MATTER HOW LITTLE OR HOW WELL YOU KNOW THE CUSTOMER, USE EVERYTHING THAT IS RELEVANT IN THAT MOMENT & CONTEXT

HYPER- RELEVANT,

PERSONALIZED

of content and data

CONTEXT defines experiences from

within a constellation

MARKETERS AND MERCHANTS MUST PREDICT AND LAY OUT ALL POSSIBLE USER PATHS AND SCENARIOS, NO INNATE COMMERCE CONTEXT

FIXED PAGE TYPES DEFINE CUSTOMER &

BUYER EXPERIENCE OPTIONS

VS.


CMS

CRM

ERP

PIM COMMERCE

MARKETING

SOCIAL ANALYTICS RETAIL

COMMERCE

B2C & B2B OMNICHANNEL CONTENT

EXPERIENCES that leave no context behind

DIGITAL CONTENT BRANDING

IMAGES MULTIMEDIA

MERCHANDISING PRICING PROMOTIONS CATALOG CROSS/UPSELL

ATTRIBUTES DESCRIPTIONS ATTACHMENTS CATEGORIES RELATIONSHIPS

PRICING INVENTORY AVAILABILITY SHIPPING RULES CONTRACTS

CUSTOMER DATA SEGMENTATION

COMPLIANCE SALES

EMAIL CAMPAIGNS ENGAGEMENT

MEDIA RATINGS / REVIEWS

COMMUNITIES LISTENING

SALES TRAFFIC

CLICKS A/B

STORE SHIPPING

PLANNING SUPPLY CHAIN


ORACLE COMMERCE

UNIFIED TOOLS SUITE TO CREATE, MANAGE, AND OPTIMIZE EXPERIENCES ACROSS ALL TOUCHPOINTS

BUSINESS ENGAGEMENT


product catalog

pricing promotions

touchpoints

experiences

web content

profiles & segments

FROM BRAND AND MARKETING PAGES, TO COMPLEX PRODUCT CATALOGS

MANAGE MILLIONS OF

DISCRETE EXPERIENCES

AUTHOR, MANAGE AND DEPLOY ROBUST CONTENT ACROSS A VAST ARRAGE OF EXERIENCES

BUILT-IN WCMS

CAPABILITIES

MANAGE PRICING, PROMOTIONS, MERCHANDISE, CONTENT, ACROSS ANY CUSTOMER TOUCHPOINT

COMMERCE ANYWHERE

MAKE IT EASY TO DEPLOY COMPLEX PROMOTIONS TO ANY CHANNEL

ROBUST, OUT OF

THE BOX

SUPPORT USERS IN ENRICHING THE PRODUCT CATALOG FOR CUSTOMERS

PRODUCT ENRICHMENT

CAPTURING AND LEVERAGING ALL RELEVANT INFORMATION ABOUT THE CUSTOMER

PERSONAL RELEVANT

EXPERIENCES

COMMON PUBLISHING&WORKFLOW USER ADMINISTRATION PREVIEW REPORTING

ORACLE COMMERCE

MANAGEMENT

B2C & B2B OMNICHANNEL EXPERIENCE

TO HELP BUSINESSES ACHIEVE DEMANDING BUSINESS METRICS & REMOVE DAILY RELIANCE ON IT

ONE COMMERCE

BUSINESS SUITE


ORACLE COMMERCE

FLEXIBLE, EXTENSIBLE ARCHITECTURE TO POWER COMMERCE EXPERIENCES WITH TODAY’S AND TOMORROW’S DEMANDS

IT ENGAGEMENT


EXTENSIBILITY

DOCUMENTED

OMNICHANNEL PLATFORM

LEVERAGE UPDATED

IT user front of mind

TECHNOLOGY

PERFORMANCE SCALE

RELIABILITY

BEST PRACTICES

ORACLE CX CLOUD RETAIL SYSTEMS

COMMON FRAMEWORKS OMNI-TOUCHPOINT SUPPORT

PROMOTIONS PRICING

ORDER HANDLING

NEWEST STANDARDS AUTOMATION

DATA USAGE & SYNCHRONIZATION CONTENT ADMINISTRATION SEARCH & NAVIGATION

TOOLS PLATFORM

REFERENCE APPLICATIONS

REFERENCE AND ACCELERATOR APPLICATIONS

INSTALLATION METHODS

SPEED-TO- MARKET

MULTIPLE DEPLOYMENT MODELS ENTERPRISE, ON-PREMISE

HOSTED SAAS


Product Release Update & Roadmap


B2C & B2B OMNICHANNEL EXPERIENCE PLATFORM


ORACLE COMMERCE RELEASE TIMING

COMMERCE PLATFORM GUIDED SEARCH, EXPERIENCE MANAGER

20

12

April 10.1 ---

July 10.1.1 3.1

20

13

January 10.1.2 3.1.1

April 10.2 3.1.2

20

14

January 11.0

July 11.1

168


11 SERIES WHAT’S AVAILABLE RECENTLY RELEASED

ORACLE COMMERCE


• Promotions enhancements to support consistent in-store and online experiences

• Personalized experiences with service agents who have access to order history, preferences & eligible promotions ‒ New Assisted Selling Application

‒ Integration with Oracle Service Cloud

‒ CSC Enhancements for promotions

• Integration with Oracle Social Cloud • Personalize targeted content to

Facebook Custom Audiences

• Enable social shopping

• Locale-specific search results for a global shopper base

CUSTOMER & BUYER ENGAGEMENT RECENTLY RELEASED 11 SERIES

ORACLE COMMERCE

INCREASE LOYALTY AND CONVERSIONS BY ENGAGING CUSTOMERS THROUGH…


• Contextual Editing Enhancements

‒ Edit in Experience Manager preview

‒ Flexible rules organization & rules search

• Added web content management capabilities

‒ Tag & link content to product catalog

‒ Content is indexed and available for use in cartridges

• Streamlined task-flows within a single tool

‒ Single sign-on & links between BCC and Experience Manager

BUSINESS ENGAGEMENT ORACLE

COMMERCE RECENTLY RELEASED 11 SERIES ENGAGE THE BUSINESS TO BUILD CONSISTENT, PERSONALIZED

EXPERIENCES WITH REDUCED RELIANCE ON IT VIA…


IT ENGAGEMENT ORACLE

COMMERCE

• Comprehensive Commerce features exposed through REST APIs

• Enhanced Scale & Performance

– Improved content import

– Improved session data sharing via Oracle Coherence*Web

• Enhanced accelerator applications for omnichannel storefronts and In-Store Assisted Selling

• Integrations with Oracle Retail, Oracle Service Cloud, Social Cloud, WebCenter Sites, Siebel & BI

RECENTLY RELEASED 11 SERIES ENGAGE IT BY ENHANCING THE PLATFORM TO SUPPORT THE GROWING DEMANDS OF THE BUSINESS VIA…


WHAT’S NEXT NEAR-TERM ROADMAP

ORACLE COMMERCE


CUSTOMER & BUYER ENGAGEMENT SHORT TERM ROADMAP

ORACLE COMMERCE

• Personalized omnichannel experiences

– In-store and online

• Framework to support all touchpoints

• Reference iBeacon framework & features for in-store personalization

– Email campaigns and online

• Integration with Oracle Marketing Cloud connects commerce activity and email campaigns

• Enhanced service channel

– Provide appeasements for fulfilled orders in CSC

– Assisted Selling Application (ASA) integration with Oracle Store Inventory Manager (SIM)

1 : 1

INCREASE LOYALTY AND CONVERSIONS BY ENGAGING CUSTOMERS THROUGH…


• Marketer and merchandiser ease of use

– Enhanced Experience Manager contextual preview

• New Manifest Panel to inspect all page elements at a glance

• Improved cross-device preview

• Lay the foundation for future unified visual editing tool

– Enhanced and easy-to-discover search across Experience Manager rules and folders

– Content upload capability for media content

175

ENGAGE THE BUSINESS TO BUILD CONSISTENT, PERSONALIZED EXPERIENCES WITH REDUCED RELIANCE ON IT VIA…

BUSINESS ENGAGEMENT SHORT TERM ROADMAP

ORACLE COMMERCE


• Operational workflow for experience management

– Experience Manager workspaces

• Groups of Experience Manager changes can be tested and published together

• Workspaces are created implicitly

• Multiple users can work in the same project

• Interaction model becomes the approach for managing Oracle Commerce projects in future releases

176


ORACLE COMMERCE



• New pricing and promotions capabilities

– Time-based pricing

– Tender based promotions

– Support for pricing and promotions with fractional units of measure

– Support for currencies with variable decimal places

177


ORACLE COMMERCE



• Extended multisite framework to support physical stores and custom-defined touchpoints

• Unified business intelligence across all Commerce activity

• Core search enhancements

• Enhanced data load and data indexing options

• New services-based Commerce Store Accelerator (CSA)

• Configurator framework

178

IT ENGAGEMENT SHORT TERM ROADMAP

ORACLE COMMERCE

ENGAGE IT BY ENHANCING THE PLATFORM TO SUPPORT THE GROWING DEMANDS OF THE BUSINESS VIA…


Productized Integrations Speed Time to Market

Marketing (Responsys,

BlueKai) Siebel

Service (RightNow)

Oracle BI

Micros Serenade

OMS

Fusion OMS

Analytics and Business Intelligence Across

Oracle Solutions

2012 Unified customer

view, pricing, configuration, OMS,

AOB

2013

Common Customer View, integrated

agent experience

2014 Extend shopping to social with shared

product, cart Target shoppers via social

2015

Quote creation, management and

submission

Coordinated commerce and

marketing activities

2016 Integrated

commerce, order management and

orchestration

Fusion Product

Hub

Social (Vitrue/SRM)

WebCenter Sites

Leading content management and

commerce experience

Leading PIM capabilities, supplier

portal, data cleansing

CPQ (Big Machines)

Retail

Transfer Assisted Selling transactions to POS for till usage


WHAT’S NEXT: 12-18 MONTH TARGETS

• Common tools container and navigation

• Additional contextual editing and audit capabilities

• Updated Commerce REST Services

• CA Enhancements for more reliable deployments

• Promotions Enhancements

• Personalized relevancy use cases

• Web content authoring enhancements

• Additional out-of-the-box cartridges

• Additional Oracle integrations

180

RELEASE TARGETS UNDER CONSIDERATION

LONGER TERM ROADMAP

ORACLE COMMERCE


The New Member of the Family


• New Commerce solution written specifically to leverage Oracle Cloud

• Initial focus on B2C to be followed quickly with B2B

• Oracle provides a broad spectrum of Commerce solutions AND delivery models

182


ORACLE COMMERCE PRODUCT STRATEGY VECTORS

BEST FEATURE SET AND INTEGRATIONS TO SERVE B2C, B2B AND HYBRID BUSINESS MODELS

BUSINESS MODEL

A CHOICE IN THE WAY THAT ORACLE CUSTOMERS CONSUME ORACLE COMMERCE

SOLUTION DELIVERY MODEL

BEST PARTNER FOR ALL COMMERCE NEEDS


Accelerating Success with Oracle Commerce

Panel Discussion With Oracle Experts Moderator: Katrina Gosek Product Strategy Director – Oracle Commerce


Mike Conant Director, Online Channel Product and Program Management

Agilent Technologies

Meet the Panelists

Paolo Yuvienco Global Chief Technology Officer

DigitasLBI

Chris Ann Jackson Director, Online Channel Product and Program Management

Ferguson


Join us tonight!

Commerce Reception @ Lavo Restaurant – 7:00pm-9:30pm

Customer Appreciation Event with One Republic – 10:00pm-12:00am

• Badges are required

• Venetian Ballroom

187

day one (pdf)

Documents