DML13 - Joost Volker - Oracle - Rethink your online experience

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1


Rethink your Online Experience

Joost Volker

Director Sales & Business Development

EMEA WebCenter


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.


Program Agenda

• Is Your Customer Experience Meeting Expectations?

• Connecting the Online Customer Experience with

Oracle WebCenter Sites

• Take Your First Steps Toward Greater Online

Customer Engagement


Engaging Customers

is Critical for Business Growth


of consumers will pay

MORE for a better

customer experience

86%

Source: Harris Interactive, Customer Experience Impact Report 2009-2011

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 7 Source: Harris Interactive, Customer Experience Impact Report 2009-2011

of customers will begin

doing business with a

competitor following a

poor customer

experience

89%


The Customer Experience Lifecycle

Great Customer Experience Is the Sum of all Interactions

BUY OWN SUPPORT & SERVE MARKET & SELL


A Complex Customer Journey

WEB CONTACT

CENTER IN-

STORE CATAL

OG MOBI

LE

EMAIL

SOCIAL

NEED /

RESEARCH SELECT PURCHASE

MAINTAIN /

RECOMMEND

RECEIVE /

USE

Read Reviews

Comparison Site

Web Search

Ask Facebook Friends

For Recommendations

Visit Retail Store

Chat

Email Order

Confirm w/Rec

Pickup Local Store

Tweet About

Purchase Experience

Ask for Help on

Community Chat Room

Product

Info

Order Online

Kiosk

Change Order

Select Product

Browse

Catalog

Order Online

Call for Info about

Add-on Accessories

WEB

CONTACT CENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL


The Reality of Today’s Customer Experience

A Disconnected and Impersonal Journey

DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL

PURCHASE

RESEARCH

NEED

RECOMMEND

MAINTAIN

RECEIVE

SELECT

NEED

PURCHASE

RESEARCH

SELECT PURCHASE

RESEARCH

SELECT RESEARCH

PURCHASE

SELECT

PURCHASE

RECEIVE

PURCHASE

SELECT NEED

RECOMMEND

MAINTAIN


An Integrated Approach is Required

DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL

SIEBEL CRM

SIEBEL

MARKETING

ORACLE RETAIL

WEBCENTER

RIGHTNOW

INQUIRA

WEBCENTER

ATG

ENDECA

WEBCENTER

VITRUE

VITRUE

COLLECTIVE

INTELLECT

INVOLVER

BUSINESS INTELLIGENCE REAL-TIME DECISIONS | ENDECA | OBIEE

CAMPAIGNS SIEBEL MARKETING

CUSTOMER DATA SIEBEL CRM

ENTERPRISE CONTENT MANAGEMENT WEBCENTER


But Where Do You Start?

1. Deliver a more personalized customer

experience across various touch points

2. Enable a more engaging and interactive

customer experience across web, mobile and

social channels

3. Create a more connected and consistent

customer experience across channels

What are your key CX objectives? Integrating the Customer Experience is Complex

What are your key CX objectives?


The Online Channel Delivers on CX

Web Experience is an Ideal Starting Point to Your CX Journey

Integrate customer touchpoints

Drive engaging online experiences

Connect cross-channel customer data

• Unify the customer experience across websites (marketing,

commerce & self-service) & campaigns

• Incorporate social media & mobile with your web presence

• Leverage faceted search & navigation within sites

• Deliver a highly targeted & personalized site experience

• Leverage segment data between WEM & CRM systems


Connecting the Online Customer Experience with Oracle WebCenter Sites


Oracle WebCenter Sites Web Experience Management

Drive sales and loyalty with engaging multi-channel online experiences

• Create, manage and moderate contextually relevant, targeted and interactive online experiences

• Optimize customer engagement across web, mobile and social channels

• Manage large-scale global online presences with integrations into other customer experience applications


Engage. Empower. Extend. Connect the Online Customer Experience with Oracle WebCenter Sites

Engage Customers with

Relevant, Interactive, Multi-

channel Experiences with


Empower Your Business to

Deliver Engaging Online

Customer Experiences with


Extend the Power of Oracle

WebCenter Sites Through

Integration with Other

Customer Experience Apps


ENGAGE YOUR CUSTOMERS

RELEVANT AND PERSONALIZED

SOCIAL AND INTERACTIVE

MULTI-CHANNEL

MULTILINGUAL


Multi-channel Engage Customers Consistently Across Web and Mobile Channels

• Manage traditional and mobile websites

from the same business user interface

• Reuse content and layouts from the

traditional web presence

• Easily optimize for thousands of mobile

device types

• Enable location-based services

• Offer comprehensive video and rich media

support


Relevant

Target content and campaigns to customers

based on their attributes and behavior

Easily create visitor segments &

recommendations with a flexible rules engine

Base segmentation on implicit and/or explicit

criteria

Target at a granular level based on visitor

membership in multiple segments

Personalize the Site Visitor Experience with Targeting


• Create blogs and enable user-generated

content (UGC) such as comments,

reviews, ratings and polling

• Facilitate social participation by enabling

visitors to log in with their Facebook or

Twitter IDs out-of-the-box

• Enable users to share content they like

with Facebook and Twitter out-of-the-box

• Extend social sharing and log in to 20+

social networks

• Utilize UGC such as ratings or reviews to

dynamically drive the content of your site

Social Encourage Interaction Through Social Computing


Multilingual Engage Customers in Their Native Language

• Provide articles, pages and sites in multiple

languages

• Manage multiple translations from the

same business user interface

• Easily select and manage what to

translate, when and by who

• Integrate with third-party automated,

crowd-sourced, and expert translation

services

• Deliver multilingual experiences across

thousands of devices


MODERATE UGC CENTRALLY

GAIN INSIGHT WITH ANALYTICS

EASE SITE AUTHORING

EMPOWER YOUR BUSINESS

SCALE COST EFFECTIVELY


Create Empower Business Users with Intuitive Authoring Tools

• Enable marketers and line-of-business

teams

• Simplify site creation and management

• Reduce reliance on IT for day-to-day site

maintenance

• Empower the business to deliver on

customer experience initiatives


Moderate Easily Manage User-generated Content to Enterprise Standards

• Encourage social interaction while

safeguarding brand integrity

• Streamline the moderation of user

comments and reviews

• Easily set various levels of manual,

automatic and community based

moderation

• Employ whitelists, blacklists, key word

filters and flagging to automate moderation


Analyze Leverage Granular Content Analytics to Improve Engagement

• Track aggregate usage of content assets

across pages & sites

• Track effectiveness of targeted site content

for user segments

• Visualize results with in-context reporting

• Understand site usage via behavioural

tracking

• Access comprehensive reports or create

your own


Scale Cost-effectively Grow Your Online Presence to Meet Global Needs

• Streamlined multisite & multilingual

management

• High performance delivery of rich

media driven sites

• Scalable dynamic delivery of

personalized content

• Re-use digital assets & other content

across multiple sites


INTEGRATE COMMERCE

ENABLE SELF-SERVICE

ENHANCE SEARCH AND NAVIGATION

EXTEND THE EXPERIENCE

AUTOMATE TARGETING


Target

WebCenter Sites

Oracle WebCenter Sites & Oracle Real-Time Decisions (RTD)

• Combines WebCenter Sites’

marketer-managed segmenting

& RTD’s automated

recommendations

• Displays the most effective

content, pages & offers for

different users on websites

• Automates multivariate testing

& optimization so marketers

learn what works in real time


Navigate

Oracle WebCenter Sites & Oracle Endeca

• Endeca delivers more precise, relevant &

complete search results on WebCenter

Sites driven websites

• Enable site visitors to more effectively find

information with guided navigation

• Optimize search by indexing website

content & pushing search results back into

WebCenter Sites

• Embed faceted search & navigation within

the Sites contributor environment


Sell

Oracle WebCenter Sites & Oracle ATG Commerce

• Unify the online experience across

marketing-driven & commerce-driven sites:

• Enable a rich commerce online experience &

drive cross-sell & upsell with targeted promotions

• Transform your marketing-driven online

experience with targeting, social computing,

gadgets & mobile

• Integrate content & metadata between the

two systems to present a unified product

view to customers


Service

Oracle WebCenter Sites & Oracle WebCenter Portal

• Unify the online experience across

marketing & self-service sites:

• Cross-sell promotions & offers on your

marketing site to customers via your self-

service site

• Embed dynamic web content into a self-

service portal

• Integrate portlets within a marketing site to

expose back-end application data


Customer Successes

Reduced time-to-market of online initiatives by

empowering marketers with WEM

Marketers now spend less time updating their

site and more time focusing on strategy

Centrally manages branding, product and

marketing content across 53 different retail sites

Deploys new websites for their citizens in less

time and at a lower cost

WebCenter based CX platform for anytime,

anywhere engagement on any device

Improved their online customer experience and

eliminated costly print magazines

Oracle WebCenter Sites for Web Experience Management


Take Your First Steps Toward Greater Online Customer Engagement


Begin Connecting the Customer Experience Online

• Demonstrate that you know your customer by

delivering a more relevant online experience

• Get social by creating an interactive online

experience that fosters community

• Embrace anytime, anywhere engagement by

optimizing the online experience for mobile

Oracle WebCenter for Web Experience Management

Take the first steps toward greater customer engagement


Oracle WebCenter Engage Your Customers. Empower Your Business.


Stay Connected with Oracle WebCenter

Oracle WebCenter blog: http://blogs.oracle.com/webcenter

Oracle WebCenter Homepage: http://oracle.com/webcenter

Oracle WebCenter Newsletter: http://oracle.com/newsletters

Twitter: http://twitter.com/oraclewebcenter

Facebook: http://facebook.com/webcenter

LinkedIn: http://linkd.in/ORCL_Social



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DML13 - Joost Volker - Oracle - Rethink your online experience