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Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |
Attila Edvi-IllesSenior Solution Consultant CEECustomer Experience Solutions
Love is in the AI®Adaptive Intelligence in Customer Experience
Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |
Safe Harbor StatementThe 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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Relevance at scale: The “Holy Grail of Marketing”
Delivering relevant, personalized content at exactly the right time is the goal of every marketer.
Relevance is about having the right data, in the right volume, at the right time to deliver better, more precise outcomes.
3rd-Party Data(Behavior, demographics,psychographics, social,
financial, etc.)
Contextual Data
(Clickstreams;weather, location, etc.)
1st-Party Data(Contact/account profile,
purchase history, etc.)
Data is King -Intelligent Data is the FUEL!
3rd Party Data on what consumers do,
buy, where they go
5B GLOBAL CONSUMER PROFILES
400M business profiles
$3 trillion in consumer transactions,
40,000 segments of data
from more than 1,500 sources
and over 15 million website.
Anonymized data not older than
1 month!!!!
What’s your superpower?
Use case 1.
Jenny …… and her baby
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Cross-Channel Marketing Social Listening Content MarketingWebsite Optimization
Marketer creates campaignAudience Profile using
Oracle Data Cloud
FEMALE: 30-35LOCATION:DALLASWEB INTEREST: BABY FURNITURE
CREATING THE PERFECT BABY SPACE
Watch video & download app
Identifies customer as Jen Jones upon signup
SIGN UP
Jenny JonesDallas
Retargeting with additional profilized content to drive sign up and identification
.
Jenny accesses content for
Nursery Builder
RICH MOBILE CONTENT
Continues to track Jen’s cross-
channel history & digital footprint
Social listening detects a spike in latest car seat
safety ratings
Jen adds a car seat to her shopping cart.
Orchestrated SMS text invites Jen to a
personalized in-store baby consultation
Recommendations engine positions new car baby seat across digital
channels
“IN THE MOMENT” CONVERSIONAn in-store associate offers Jen 10% of today’s purchase by enrolling in SMS campaign
offers.
REGISTER
From Unknown to Known
“Ms. X” profile is looking for baby room furniture and
finds “Project Nursery”
Oracle Data Cloud collects behavioral data of the desired
profile and displays “profilized” content even for the first visit
Oracle Data Cloud
Use case 2.
Lucy …… and the bot
Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |
It’s May and the weather is now
getting warmer
Meet Lucy—
29 years old; lives in SF
Purchased an expensive espresso
machine in past 3 months
Travels frequently, past trips to France
and UK
Buys coffee-to-go regularly in the
Supremo Stores
Sporty, active, likes
Snowboarding, camping, and
outdoor activities
Lucy
Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |
Current Practices Adaptive Intelligence
and real-time actions.
others like her at this moment…
social activity…
anticipates Lucy may be interested in an ICED coffee and an offer to premium serviceand membership program
Processes insight from Lucy’s digital footprint, recent transactions, and…
Performs preset scenarios such as “since you liked this / bought this, you may also be interested in” and…
Based on past purchases the system “predicts” a sequence……
Lucy receives a promotion for a free coffee: “Buy 5 get the 6th free”
Lucy‘s receives an offer for a free coffee on next Saturday, as she buys most often on Saturdays
Lucy´s mobile app drives to a personalized experience……
Predefined
Predictive
weather… geo/location…
Then…
Lucy
trending…
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Hey Coffee Bot!Hey Coffee Bot!
Hello Lucy, how can we help you at Café Supremo
Hey Coffee Bot!
Hello Lucy, how can we help you at Café Supremo
I could really go a coffee!
Hey Coffee Bot!
Hello Lucy, how can we help you at Café Supremo
I could really go a coffee!
I can help arrange that!
Do you want me find the Café Supremo’s near your current location?
Send location
Looking them up for you now…
Here you go…
Which café is most convenient
Select
Market Street
Select
Union Square
Select
Howard
Which café is most convenient
Select
Market Street
Select
Union Square
Select
Howard
I’m in Central Plaza Shopping Mall
Which café is most convenient
Select
Market Street
Select
Union Square
Select
Howard
I’m in Central Plaza Shopping Mall
Great! So Market Street it is then…
I Notice that last time you had a Iced Coffee.Do you want the same?
YES
NO
Select
Market Street
Select
Union Square
Select
Howard
I’m in Central Plaza Shopping Mall
Great! So Market Street it is then…
I Notice that last time you had a Iced Coffee.Do you want the same?
YES
NO
No thank you
OK! So what type of coffee do you feel like having today?
I Notice that last time you had a Iced Coffee.Do you want the same?
YES
NO
No thank you
Select
Americano
Select
CappuccinoSele
c
Latte
OK! So what type of coffee do you feel like having today?
No thank you
Soy Double Shot Latte with a Sprinkle of Nutmeg
Select
Americano
Select
CappuccinoSele
c
Latte
Do you want the same?
YES
NO
Soy Double Shot Latte with a Sprinkle of Nutmeg
Select
Americano
Select
CappuccinoSele
c
Latte
Great Choice!!
What size would you like?
Regular
Medium
Large
Soy Double Shot Latte with a Sprinkle of Nutmeg
Great Choice!!
What size would you like?
Regular
Medium
Large
Large
Select
Americano
Select
CappuccinoSele
c
Latte
with a Sprinkle of Nutmeg
Great Choice!!
What size would you like?
Regular
Medium
Large
Large
Awesome! How long do you think it will take you to get to the café?
5 Min 10 Min 15 Min
What size would you like?
Regular
Medium
Large
Large
Awesome! How long do you think it will take you to get to the café?
5 Min 10 Min 15 Min
10 Min
Large
Awesome! How long do you think it will take you to get to the café?
How would you like to pay?
Café Supremo Card
Credit Card on File
Cash on Pickup
5 Min 10 Min 15 Min
10 Min
LargeLarge
Awesome! How long do you think it will take you to get to the café?
How would you like to pay?
Café Supremo Card
Credit Card on File
Cash on Pickup
5 Min 10 Min 15 Min
10 Min
Cash On Pickup
How would you like to pay?
Café Supremo Card
Credit Card on File
Cash on Pickup
Cash On Pickup
What type of cup do you want…
Select
Take-Away
Select
Mug
Cash On Pickup
What type of cup do you want…
Take-Away Cup
Select
Take-Away
Select
Mug
Café Supremo Card
Credit Card on File
Cash on Pickup
Take-Away Cup
Select
Take-Away
Select
Mug
Great! The Market Street Café’s has been notified and is brewing a Double Shot Soy latte with your name on it!!
It should be ready in about 10 Minutes
Anything else I can help you with today?
Take-Away Cup
Select
Mug
Great! The Market Street Café’s has been notified and is brewing a Double Shot Soy latte with your name on it!!
It should be ready in about 10 Minutes
Anything else I can help you with today?
No thanks
Anything else I can help you with today?
No thanks
Signup Form
It should be ready in about 10 Minutes
OK! Thanks for the order and I hope you enjoy your cup of Café Supremo’sfinest!
By the way would you like to join our Café Supremo Coffee Club?…
OK! Thanks for the order and I hope you enjoy your cup of Café Supremo’sfinest!
By the way would you like to join our Café Supremo Coffee Club?…
Signup Form
Thanks for joining the club!
You might like to download the Café Supremo app for access to all our promotions
Lucy is walking downtown and feels a sudden desire for a coffee
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Lucy is very satisfied with her experience – strengthening the
relationship with Coffee Supremo, which results in continued visits
and increased loyalty.
Regardless of whether Lucy accepts any of these offers or not, Adaptive Intelligent™ Offers…
Notes Her Responses
Continuously Learns
Reacts, Changes and Adapts
Even More Relevant and Individualized
Adaptive Intelligent™ Offers synthesized in real time…
Weather and Location
Past Transactions
Social Activity
Digital Footprint
‘Others Like Lucy’ / Trending
Adaptive Intelligent
Lucy
Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
Adaptive Intelligent Apps…
• Next Best Offers & Recommendations
• Coordinated Open-Time Content
• Connected Audiences
• Optimized Marketing Orchestrations
• Best Sales Actions (Pipeline Mgmt, Whitespacing)
• Smart Call Points
• Automated Answers
... in Customer Experience, like: Web-Scale Data
Decision ScienceMachine Learning
OutcomeSmart
Actions & Offers
Copyright © 2018, Oracle and/or its affiliates. All rights reserved.
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Time for a Coffee Cocktail?