The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracle’sproducts remains at the sole discretion of Oracle.

Be the Best in the Moments that matterDeliver unparalleled Customer Experience through rapid offer design, cross channel interactionsand accurate order delivery

CXCUSTOMER

EXPERIENCE

The goal of customer experience management (CEM) is to move customersfrom satisfied to loyal and then from loyal to advocate

Customer experience (CX) is the sum of all experiences a customer has with asupplier of goods or services, over the duration of their relationship. Fromawareness, discovery, attraction, interaction, purchase, use, cultivation andadvocacy.

Robert Gashi | Global Lead and VP Industry Business Unit – Communications and Media

CUSTOMER EXPERIENCEMATTERS

CREATING GREAT EXPERIENCES IS THE IMPERATIVE

STORE

DIRECTSALES

CONTACTCENTER

FIELDSERVICE

WEB

MOBILE

SOCIAL

KIOSKS

“know me, wow me “understand me,reward me”

“engage meeverywhere”

“meet myexpectations”

ALWAYS CONNECTED…

CUSTOMER EXPERIENCE MATTERS…

94% of consumers will

pay up to 25% morefor a better customer experience

89% of consumers began doingbusiness with a competitor following apoor customer experience

47% of consumers give a brand upto one week to respond to a customerservice question before the “break up”with the company

78% of consumers who sharedcomplaints about poor customerexperience had their complaints ignored

22% who did get responses tocomplaints…more than half hadpositive reactions; 19% posted apositive comment about theorganization

Brands Benefit WhenCustomers are Satisfied

Customers Can – and Will – Leave YouIf they are not Satisfied

Dissatisfied Customerswill tell others

WE’VE ALL HEARD STORIES LIKE THIS…

DAVID CAROLL…. STEPHEN FRY….

POWER OF CUSTOMERS AND SOCIAL MEDIA

VERIZON “CONVENIENCE CHARGE”

• Verizon introduced a $2 fee for online and phone billpayments to address additional costs for single payments

• 35 petitions started on Change.Org with 95,000 joined inwithin hours

• Verizon reversed the announcement within 24 hours inresponse to customer feedback

BRAND PROMISE MEETS BRAND EXECUTION

“The value of my brand, the fate of my enterprise, is in their hands, driven by the quality of their experience”

Understandswhat I want

Appreciated

Respected

Caresfor who I am

Authentic

Trusted

Satisfy'smy expectations

Valued

Preferred

Realizesmy desires

Admired

Adored

Servesmy needs

Convenient

Reliable

CROSS CHANNELCUSTOMER EXPERIENCE

Customers expect that product and service information across allof the channels will be consistent, and they expect an enterprise-levelexperience.1

Source: 1 Analysys Mason, Cross-channel marketing and sales provides a uniform, personalized buying experience, 2011

CUSTOMERS ARE NO LONGER DEALING WITH YOU IN ONLY ONE CHANNEL

74% of consumers use at least three channels when interacting with an enterprise for customer-service-related issues

Ovum

BrowseCatalog

Comparison Site

WebSearch

Ask FacebookFriends

Visit Retail Store

Chat

Email OrderConfirm w/Rec

Pickup Local Store

Tweet AboutPurchase

ExperienceRead Reviews

Ask for Help onCommunity Chat

Room

Product Info

Order Online

Kiosk

Change Order

Select Product

Order Online

Call for Info aboutAdd-on Accessories

Research Select Buy Use Recommend

CROSS CHANNEL ENGAGEMENT IS THE NEW NORMAL

Receive

CHALLENGES IN MANAGING CUSTOMER CHANNELSINVENTORY AND FULFILLMENT RANK THE HIGHEST

16%

19%

23%

35%

35%

51%

56%

58%

Managing returns across channels

Online carries a wider assortment than other channels

Assigning sales and performance metrics across channels

Optimizing inventory deployment to speed delivery and…

We don't have a solid definition of how consumers cross…

Coordinating pricing and promotions with other channels

Managing fulfillment across channels

Real-time inventory visibility/ management

Top 3 Challenges Bringing eCommerce FunctionalityAcross Channels

Source: RSR 2011 Cross-Channel Survey Results

CROSS CHANNEL CUSTOMER EXPERIENCEBUSINESS CHALLENGES SUMMARY

Web RetailCC Dealer SocialMobile

Sales Catalog

$ $ $ $ $ $Channels

Order Capture

Business Logic

Customer Data

• Disconnected Interactions

• Inconsistent experience

• Silo’d marketing

MANAGE CX LIFECYCLEDELIVER CX BUSINESS VALUE

THE CUSTOMER EXPERIENCE LIFECYCLE

DRIVING THE BUSINESS VALUE

Acquiring new customers, retaining the customers you have and doing soin the most efficient manner possible.

Retention(Build Trust &

Strengthen Relationships)

Retention(Build Trust &

Strengthen Relationships)

Acquisition(Increase Sales

& Adoption)

Acquisition(Increase Sales

& Adoption)

Efficiency(Reduce Costs

& Effort)

Efficiency(Reduce Costs

& Effort)

CXCustomer Experience

+ +=

ACTIONABLEINSIGHT

OPTIMIZEDEXECUTION

CONNECTEDENGAGEMENT

Oracle Cross Channel Customer Experience ForCommunications

TO DELIVER THEVALUE

TO PERSONALIZETHE EXPERIENCE

TO MAXIMIZETHE ENGAGEMENT

ADDRESSING THE CUSTOMER LIFECYCLE MANAGEMENT EXPERIENCEA COMPLETE APPROACH BASED ON ORACLE SOLUTIONS

C3E Solution RODOD SolutionRetailWeb Commerce * Web Center Suite eBilling

Oracle Knowledge Oracle RTD

Oracle Comms BRM

Oracle Communications OSM (COM)

Oracle Comms OSM (SOM)

AIA

Oracle Comms OSS Solutions

RetailMobileWeb Partner

AIAAIA AIA

Field Sales Call Center

Pro

duct

Hub

for

Com

mun

icat

ions

Des

ign

Stu

dio

AIA

Oracle’s Siebel CRM

AIA

Cross Channel CustomerExperience SolutionEnables Communications ServiceProviders to increase NPS andcustomer loyalty and deflecttransactions to unassisted channels.

• Key CapabilitiesConnected Engagement |Actionable Insight | IndividualizedSites | Reward Loyalty | GuidedExperiences

• Key Business MetricsBrand Value | Net Promoter Score |Self Service Rate | ConversionRate

Rapid Offer Design and OrderDelivery SolutionEnables providers to rapidly designand introduce offers, capture and fulfillorders efficiently and accurately, andprovide visibility across the entireorder lifecycle.

• Key CapabilitiesOffer Design | Order Capture |Order Delivery

• Key Business MetricsOffer Time to Market | Order CycleTime | Operational Efficiency

(*) Web Commerce composed of Oracle ATG + Oracle Endeca

• Differentiating via Customer Experience is the keyfor CSP’s to ensure continued growth in APRU andmargin.

• Driving loyalty and customer advocacy byexecuting against the brand promise.

• Almost three quarters of the Customers in mostgeographies are crossing channels today for asingle transaction – whether it is commerce orcustomer care.

• Oracle provides end to end BSS/OSS core andCross Channel platform across stores, dealers,web, and mobile with complete in-sale and in-lifecapabilities

CROSS CHANNEL CUSTOMER EXPERIENCESUMMARY

THE COMMUNICATIONS EXPERIENCE VISION

• At this event• Visit us at Oracle Meeting Room: Collins Room, Podium Level, Langham Hotel

• For more Informationhttp://www.oracle.com/us/industries/communications/overview/index.htmlhttp://www.youtube.com/watch?feature=player_embedded&v=bkSPNh0xIYk

• My Detailsrobert.gashi@oracle.com

ORACLE CUSTOMER EXPERIENCE FOR COMMUNICATIONS