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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
MDM Partner Summit Briefing – Oracle Customer MDM Bill Miller – Director, Customer MDM Product Management
May, 2015
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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.
Oracle Confidential – Internal/Restricted/Highly Restricted 2
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
Oracle MDM Applications: Portfolio Overview
Market Trends – What We Are Seeing
Oracle Customer Hub - Development Update
Oracle Customer Hub - Future Roadmap
Wrap Up
1
2
3
4
5
Oracle Confidential – Internal/Restricted/Highly Restricted 3
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 4
“Decisions are Only as Good as the Information Upon Which They are Based”
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Fact: Data is in a Constant State of Flux
Source: D&B, US Census Bureau, US Department of Health and Human Services, Administrative Office of the US Courts, Bureau of Labor Statistics, A.T Kearney, GMA Invoice Accuracy Study
• 5,769 individuals will change jobs
• 2,748 individuals will change address
• 515 individuals will get married
• 263 individuals will get divorced
• 186 individuals will declare a personal
bankruptcy
Individuals
• 1.4 Million Work Retirements
• 43 Million Residential Moves
• 4.7 Million Marriages
• 1.9 Million Divorces
• 1.53 Million First Births
• 2.04 Million First-time Home Buyers
In one hour… In one year…
Consumer Data changes at rate of ~3% per month.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• 183 business telephone numbers will change or be disconnected
• 43 business addresses will change
• 36 directorship (CEO, CFO, etc.) changes will occur
• 33 new businesses will open doors
• 8 companies will change names
Organizations (U.S.)
In one hour… In one year…
Source: D&B, Bureau of Labor Statistics, Gartner, A.T Kearney, GMA Invoice Accuracy Study
Fact: Data is in a Constant State of Flux Business data changes at rate of 2% per month.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 7
“Decisions are Only as Good as the Information Upon Which They are Based”
Information = “Processed” Data
MDM = Data “Processed” in a manner that makes information that is Reliable, Relevant, Usable and
then shared with the Right People, at the Right Place, at the Right Time.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Pain: Data “Quality” Challenges Common Definitions
Data Proliferation
• Large volumes of new records created lacking protocols and qualification
+ Data Completeness • Missing or incorrect information on records limiting their usefulness
+ Data Redundancy (Duplication) • Same/similar records in same or multiple systems, causing confusion
+ Data Obsolescence (Old, Unused or Obsolete) • Data has a “shelf-life” and natural decay rate of 2-10%/month
+ Data “Anarchy” (Absence of Management or Governance) • (Limited or ad hoc) strategy, resources, tools or processes for maintaining data _____________________________________________________________________
= Reduced Business ROI & Revenue Impact • Limited User/Application Acceptance
• Lower Business Productivity
• Reduced Business Decisioning Accuracy
• Higher Total Cost of Ownership (TCO)
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Ever proliferating islands of information
…in disparate applications covering multiple channels, divisions & functions
…duplicated, incomplete, inaccurate,
Operational inefficiencies
Questionable Analytics
Error prone integration
Slow enterprise agility and innovation
The Pain: Fragmented Data in Typical Enterprise Topology
Fusion App
Call SCM
ERP2 Legacy ERP 1
Web site
Call Center
SFA Partner Fusion
App
M&A/Acquired systems M&A/Acquired systems
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
First Susan
Last Benson
Address1 Flat 1 Flaxman
Address2 1 Coleherne Rd
City London
Post Code SW10 9BS
Tel. 0207 598 1962
ID XT456-81
Status Pending
First Susanne
Last Benson-Smythe
Address1
Address2
City
Post Code RG6 1RA
Tel. 0118 924 3348
ID F1235-8769
Status Active
Name Sue
Last Smythe
Address1 1 South Place
Address2
City London
ZIP Code RG6 1RA
Tel. 0207 816 7884
ID 117-781856
Status Historical
From CRM From POS From ERP
Which first/last name does
Susanne use today?
Which address is correct?
Is this her latest phone number?
The Pain: Managing Data Variances Across Sources
Name
Last
Email [email protected]
Address
City
ZIP Code
Tel.
ID 1.324.5.882.01
Status Active
From WEB
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The “Gain”: Business Drivers Behind MDM Initiatives
• Increase Revenue & Profit • Enables better understanding of customer value
& behavior • Enable cross-marketing & selling • Enable better customer retention
• Deliver the Right customer Experience • Enable more integrated end-to-end processes
across silos & partners • More consistent customer “touches” • Consolidated bills & statements • Enable delivery of different value propositions by
customer segment
• Improving Business Agility • Managing M&A • Foundation for service-oriented business
applications
Creating “Upside”
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
“Data Governance” & “Master Data Management”: the means by which Data is processed, managed to achieve Relevant & Valuable Information & Shared
“Data Governance” “Master Data Management”
“Data Governance is a system of decision rights and accountabilities for information related processes,
executed according to agreed-upon models, which describes who can
take what actions with what information, and when, under what
circumstances, using what methods.” – Data Governance Institute
“A technology-enabled discipline where business and IT work together to ensure the uniformity, accuracy, stewardship, semantic consistency and accountability of the enterprise’s official shared master data assets…that describes the core entities…including customers, prospects, citizens, suppliers, sites, hierarchies and chart of accounts.” - Gartner Group
Process
People
Technology
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Field Sales Marketing Social Web
Overview
Tele Sales
Master Data Management
At Oracle, MDM is considered the foundational component of successful Data Governance, Business Analytics, Multi-Channel Commerce, Product Value Chain & CRM/CXM. It provides not only “data quality” tools, but also the datamodel, workflows and services to deliver a consistent, complete, “Best Version” record to all operational and analytical applications across the enterprise. This helps business/IT agility, revenue growth & risk/compliance management.
Oracle Confidential – Internal/Restricted/Highly Restricted • 13
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Key MDM Data “Domains”
Parties: Organizations, Contacts, Employees, Partners, Suppliers, etc.
Products: SKUs, names, descriptions, etc.
“X” Axis
“Y” Axis
All other items are a “child” or “transaction” related to either or
both domains Funds, Trade Plans, Opportunities, Quotes,
Orders, Retail Store Calls, Activities, Agreements, Service Requests,
Correspondence, etc.
Reference (3rd Party) Data: Industry, Credit, Members, etc.
Location Data: GEO, Lat/Long, Spatial, etc.
Two ‘Primary’; Two ‘Secondary’
Oracle Confidential – Internal/Restricted/Highly Restricted 14
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 15
Oracle Marketing
Integrated Customer Experience Foundation
Social Network
Mobile Integrations
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
Analytic KPIs & Dashboards
Predictive Analytics
Siebel CRM
MDM & DQ
The Oracle Customer Experience (CX) Portfolio MDM provides The Foundation for a great CX
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Enterprise Grade MDM Modern. Purpose-Built. Multi-Domain.
Pro
du
ct
Fin
anci
al
OLAP/BI
WEB.COM
Legacy…
CRM
SFA
ERP
“Big Data”
Unlimited Sources
Cu
sto
me
r
Sup
plie
r
Emp
loye
e
Ass
et
Loca
tio
n
SFA
ERP SCM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
History & Audit
Events & Policies Data
Governance Manager
List Import Workbench
Identification & Cross-Reference
Source Data History Rules based
Survivorship
Address Validation
Enrich
Manage Decay
Enhanced Match & Merge Unmerge
Multi-language
Publish & Subscribe
Transports & Connectors
Authorization Registry
Roles & Relationships Party Types
Vertical Variants Related Data Entities
“Best Version” Record
World class data governance
Deep, easily configurable and upgradeable schema
Pre-built library of extensible fine grain & composite
web services
Robust DQ & unique
Knowledge Based MDM offering
High performance “heavy duty”
import
Web Services Library
Key Oracle MDM Platform Components The Source of Clean Data for your Enterprise
Oracle Confidential – Internal/Restricted/Highly Restricted 17
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Customer ID:
23-3445
Customer ID:
GH78GH
Universal ID: 1ASCLSCC
Customer ID:
B37-84U
Customer ID:
A31-32Z
UID App ID
1ASCLSCC System 1 A31-32Z
1ASCLSCC System 1 B37-84U
1ASCLSCC System 2 GH78GH
1ASCLSCC System 3 23-3445
1ASCLSCC System 4 …
Customer Master
• Stores all customer identifiers for the operational applications connected to MDM
• Provides critical mappings used for data consolidation, cleanse, dedupe, “Best Record” compile, synchronization, reporting, and analytics
• Supports 1-to-many cases in which multiple customer records exist in an application that map to one master customer record
Key Oracle MDM Deliverables
First Susanne
Last Benson-Smythe
Address1 1 South Place
Address2
City London
Post Code RG6 1RA
Tel. 0118 924 3348
ID 1ASCLSCC
Email [email protected]
Social Profile(s) Twitter, Facebook, LinkedIn
Status Active
Contact Preference Email
(dozens of additional) M/F, Marital Status, Last txn date…
CRM
Web
POS
DATAMART
MKTG
Source Cross Referencing, Source Data History, Data Quality Management & “Best Version” Registry
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Value of Purpose Built vs. Application Frameworks, Tool Kits
or
vs. Application Frameworks
Defense Rescue Field Service Mixer
vs. Tool Kits
Purpose Built Applications
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Customer MDM Solution Inventory Summary • Oracle Customer Hub (OCH): Lead solution for customers looking for enterprise class Customer
MDM, either OP/Hosted • Best of Breed MDM Data Model in a Single Platform, with deep CRM functionality, Siebel UCM roots
• Deep MDM Industry Innovations & Best Practices, broad library of pre-built web services, integrations
• Agile Configuration & Deployment Architecture
• Customer Data Hub (CDH): Positioned for customers looking for enterprise grade customer MDM solution on EBS platform • Robust Data Model in a Single Platform with large install base and familiarity
• Fully functioning DQM, configurable MDM capabilities
• Agile Configuration & Deployment Architecture
• Fusion Customer Hub (FCH): Positioned for customers looking for SaaS/Cloud based DQM
solution, optional “entry Level” MDM platform • Embedded within Oracle Sales Cloud, fully functioning DQM capabilities
• Truly Enterprise grade SaaS solution built on SOA platform , optionally available as on-premise
• Integrated CX cloud solution capabilities
Oracle Confidential – Internal/Restricted/Highly Restricted
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle MDM Advantage: Functionality, Reliability, Agility Example: Oracle Customer Hub (OCH)
Oracle Confidential – Internal/Restricted/Highly Restricted 21
Best of Breed Data Model in a Single Platform • Purpose Built with rich, robust, flexible design • Supporting capabilities in Sales, Service, Marketing, Loyalty, Finance, Order Management • Comprehensive, Usable, Mobile and Social, Multiple Party & Hierarchy Types
Deep MDM Industry Innovations & Best Practices • Source Data History, Source Hierarchy & Cross-Referencing, DQ Process Integration, Child Entity
Mastering, B2B and B2C or Blended, Multiple Hierarchy Management • 21 languages supported; multiple Industry MDM-specific capabilities in a single repository • 20 years of Industry specific experience and business enablement delivered
Agile Configuration & Deployment Architecture • Scalable, Reliable, Configurable, Upgradable • Flexible, Open “Publish/Subscribe” Integration Capabilities • Quicker go to market with new tooling
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
Oracle MDM Applications: Portfolio Overview
Market Trends – What We Are Seeing
Oracle Customer Hub - Development Update
Oracle Customer Hub - Future Roadmap
Wrap Up
1
2
3
4
5
Oracle Confidential – Internal/Restricted/Highly Restricted 22
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Market Trends in the MDM Community
* Source: Gartner Research - The Nexus of Forces: Social, Mobile, Cloud and Information’ dated Jun 14, 2012
Data Quality Continues to Rank in CxO Top 10 Issues.
Trends in Social, Mobile & Cloud converging to create “Nexus”*
MDM Deployment Typically “On Premise” vs. “SaaS”
MDM is Key Enabler of “Big Data” Concept to Action.
What We are Seeing & Analysts, Customers are Saying
* Multiple sources: IT Pro, Forrester, Gartner, TDWI
* Source: Harvard Business School - Delivering on the Promise of Great Customer Experiences dated Aug, 2013 * The Information Difference, Ltd.- Big Data & MDM Survey November 2012
Oracle Confidential – Internal/Restricted/Highly Restricted 23
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 24
MDM: “SaaS” Model vs. “On Premise” Model Customers Not Seriously Considering “Cloud” for MDM
“For those that, today, would not likely look for an
MDM/governance program “in the cloud”, [the trend to “on-
premise” for MDM] has shifted from 64% to 70%. Overall,
given the size of the survey, and the target lists used, I would
really say that the difference of 6% is not that significant.
Anecdotal inquiry suggests that this should show a slight
improvement (i.e. positive).
“If we look out two years, the trend is repeated. Those that
would not likely look to MDM/governance “in the cloud” has
shifted from 30% to 39%. That is a 9% increase in
reticence – or is that really just noise in the data. Again,
according to our inquiry, this should show a slight increase.
The fact that both questions are consistently ‘worse’ could be
the key point.” Bill O’Kane – Gartner Group
2014
2013
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Social Media & “Big Data”: The Challenge Multiple Social Data Sources “Tethered” to Incorrect/Incomplete Customer Record
• Multiple social network platforms that a customer is typically engaged on (Facebook + LinkedIn + Twitter)
• Inaccurate identification of customer due to network variances in “Person Attribute” classifications
• Social analytics associated with wrong person or incomplete customer record
• Results in poor social media customer analytics, wasted efforts, poor understanding of customer
Social Media Big Data Analytics Customer “Profile”
+ = “SS Myth”; “SusanS”; “Suenami” Suenami = Susan Smith ? “Susan Smythe” = Susan Smith?
...Uh, That’s Not Me Susan Smythe
Business to Business (B2B)
Business to Consumer (B2C)
AND
Tiffany Lamp Aficionado =
Oracle Confidential – Internal/Restricted/Highly Restricted
25
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
MDM Solutions
“Big Data” & MDM: Enabling Analysis…to Action
Big Data at Work
Pro
files
Attributes
Oracle Confidential – Internal/Restricted/Highly Restricted 26
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Social Media & “Big Data”: The Solution is an MDM Platform Multiple Social Data Sources “Reconciled” to correct/complete Customer Record
• Multiple social network platforms a customer is typically engaged on are Reconciled to a “Best Version”
• Accurate identification of customer by “Cross-Referencing” Person/Attribute classifications BY SOURCE
• Social transaction analytics associated with correct person and a COMPLETE customer record
• More accurate social media customer analytics, efforts, and a better understanding of customer behavior
Social Media Big Data Analytics Customer Insights
+ = Susan Smith
Wow – you really “Get” Me!
Susan Smith, Tiffany Lamp Aficionado +
Enterprise MDM
SusanS = Susan Smith “SSmyth”; “SusanS”; “Suenami” Susan Smith? SusanS? Susan Smythe?
Oracle Confidential – Internal/Restricted/Highly Restricted
27
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Integration Was Already Complex…
MDM
MDM Helped Simplify
Oracle Confidential – Internal/Restricted/Highly Restricted • 28
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The New Reality Cloud introduces a new dimension of MDM integration complexity…
Not All IT Is in Your Control
Tooling is Inconsistent
Security LOB bypassing IT
Cloud Integration
MDM
Oracle Confidential – Internal/Restricted/Highly Restricted • 29
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Integration is a major factor of success – or failure – in cloud and mobile
Survey included responses from 1,300 senior IT leadership across large companies in 17 countries
1 in 2 Companies
have abandoned at least one cloud application in the last three years due to integration problems
Source: Dynamic Markets: Cloud for Business Managers: the Good, the Bad, and the Ugly – May 2013
Oracle Confidential – Internal/Restricted/Highly Restricted • 30
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Pain: Expanding Integration Ecosystem
73°
MDM
Oracle Confidential – Internal/Restricted/Highly Restricted • 31
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
How We Are Responding
Vision: • “Data Governance” (DG): Will continue to grow
as a more defined, accepted and established core enterprise business discipline & process – “MDM” is the technology supporting DG; people “understand”
the idea of Data Governance more than MDM.
– Oracle sees MDM as a foundational application/technology “suite” supporting DG, and where investment will continue
• “Source Nexus”: Is evolving rapidly, making DQ, DG & MDM more complex and decentralized – Expanding, diverse, heterogeneous, multi-platform ecosystems
complicate the architecture and method for aggregating data
– Multiple competing integration technologies add complications to delivering complete DG metric, KPIs, ecosystem “visibility”
• “Cloud” vs. “On-premise” for MDM: Discussion will continue to evolve in mindshare and deployment considerations for MDM solutions – Effective Cloud/SaaS DQ & MDM models are evolving rapidly, and
on a heterogeneous basis
– For true “Enterprise Grade” MDM requirements, dedicated on-premise or hosted MDM platforms will remain as “Best Practice”.
Strategy: “Matrix Management” Model: Difficult to administer
- but optimal for DG… & Oracle MDM product development & resource management Leverage Cross organizational skills, expertise, resources to deliver
results that meet “Ease of Use”: Simple, Easy, Fast
Deliver expanded MDM innovation/functions by leveraging vast, existing “complimentary” Siebel & Oracle components, products
“Agile, Seamless Integration”: Is the underlying opportunity and key to effective DG & MDM Oracle MDM platforms will remain integration tech “agnostic”, but will
continue to expand library of callable web services, as needed
Drive existing inventory of Oracle Integration Technology offerings (FMW, ODI, GG, AIA, etc.) to provide “pre-built” APIs for Oracle MDM
Continue delivering “Best Practice” MDM functionality across ALL available Oracle platforms
“Cloud”: Embedded “In-Cloud-App” DQ and “Simple” MDM…for now…
“On-premise/Hosted”: Will persist for “Enterprise” MDM and continue to be main mode for delivery for some time. OCH will continue to be the leading “Best of Breed” innovation platform for Customer MDM.
Oracle Confidential – Internal/Restricted/Highly Restricted 32
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Analyst View on Oracle MDM
No other vendor Offers Site Hub, Supplier Hub or DRM (Financial/ Hierarchy)
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Customer Hub (OCH) = Siebel UCM Continuing Leadership in the Data Governance & MDM Industry
Key Highlights of Gartner’s Fall 2013 report:
• Oracle has a very Strong MDM portfolio with a
range of MDM solutions spanning multiple domains
and industries.
• Reference customers awarded high scores for
UCM's road map visibility and support for multiple
styles of MDM.
• Strong verticalization and scalability proof-points
with live transactional workloads managing more than
100 million consumers.
• Also Oracle Customer Hub supports Oracle's
Customer Experience (CX) strategy and has versions
supporting several industries.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
Oracle MDM Applications: Portfolio Overview
Market Trends – What We Are Seeing
Siebel UCM - Development Update
Siebel UCM – Future Roadmap
Wrap Up
1
2
4
3
5
Oracle Confidential – Internal/Restricted/Highly Restricted 35
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 36
Oracle Continues To Invest in Siebel & OCH
2013 2014 2015 2016 2018 2017 2019
2014-IP
2H 2014
Siebel 8.1.1.10
Siebel 8.2.2.3
2013-FP
1H 2014
2015-IP 2H 2015
2016-IP 1H 2016
2014-FP
1H 2015 2015-FP
2H 2015
2017-IP
1H 2017
2018-IP 1H 2018
2016-FP
2H 2017 2017-FP
1H 2018
Siebel 8.1.1.9
Siebel 8.2.2.2
2013-IP 2H 2013
2018-FP
Spring 2019
2019-IP 1H 2019
2020+
2019 FP
1H 2019
2020-IP 2H
2020+
GA May 8, 2015
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Siebel Investment Themes
Customer Experience Industry Innovation Business Agility
37 Oracle Confidential – Restricted
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 38
• End to End Data Quality
• End to End Governance
• Massively Scalable
• Industry Specialization
• Technical Innovation
• Multi-Source, Channel
Oracle Customer Hub - Investment Themes Empowering Effective Best Practice Data Governance Throughout the Enterprise
• Robust Data Model, DQ Tools
• Flexible, Easy Configuration
• Multiple Integration Options
DG/MDM Innovation CX Best Practices Business/IT Agility
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Are Hearing From Our Customers… Theme Customer Use Cases
Integrated Social Profile Data • Unified customer profile including social profile attributes • Ability to analyze & segment for Service, Order, Marketing related transactions based on social profile attributes
Survivorship Rules for “Children” (Child Entities of Mastered Parties)
• Key “child “ records such as Accounts, Addresses related to a Party can be mastered in similar process by distinct child-level rules when two Parties are merged
• Performed within one business process execution
Social Media Profile Data Mastering
• Enable known and emerging social channels such as Facebook, Twitter, LinkedIn, etc to be distinctly identified and mastered to/in with a Contact, same as phone, email.
• Drive more agile customer txns derived from “Big Data” / “High Performance Analytics”
“Stacked” CRM+MDM: - Can We Do That?
• Leverage MDM “Best Version” records directly for Marketing, Sales, Service & Loyalty. • Enable Direct Updates to Best Version from Sales/Service contacts, etc. • Direct Customer Touch Point updates as source • Mastering customers AND prospects for faster lead-close customer experience
Industry Specific MDM
• Industry – specific MDM data models for defined markets with unique usage & compliance • Replicate same industry-specific objects needed/used by business in the “Best Version” • Industry-specific survivorship rules need related objects to support decisioning
One Single, Robust, integrated DQ tool from Oracle
• Provide “Best of Breed” DQ capabilities based on SOA, other related technologies • Oracle DQ functions seamlessly in MDM for related tasks as well as other “one-off’ needs
Advanced Data Governance Management metrics, KPIs
• One (better, easier-to-use) place for MDM, DQ Reporting that may be made available to the people who need to know • MDM metrics, algorithms, calculations, etc. that can be easily modified for unique cases • Pre-set MDM metrics, algorithms, calculations out-of-box
Embedded 3rd Party Data Integration
• “Embedded-but-separate”: dedicated 3rd party reference tables to consolidate licensed data for greater enterprise business/usage value leverage, in addition to “data-as-a-service” for On-site referencing for MDM match/validate/append processes
Oracle Confidential – Internal/Restricted/Highly Restricted 39
Delivered
Delivered
Delivered
Delivered
Delivered
Delivered
In Progress
Roadmap
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Accomplished in the Last 12 Months
Fully Integrated Data Quality Suite (EDQ)
• Easy Install, Configure, Upgrade & Clone
• Matching on any child entity and/or on multiple attributes
• Ability to use different match rules for different languages, sources
• Stateless integration for better PSR
• Faster & Easier Deployment, Configuration & Upgrades
• Ability to set multi-source history referencing for key child objects
• Accounts, addresses, orders, responses, and more
• Ability to stage Best Version aspects for related child objects
• Integrated ability to generate best surviving child record
• Faster, more comprehensive History, Cleanse & DeDupe, Governance
Child Entity Source Data History, X-REF & Survivorship
Oracle Confidential – Internal/Restricted/Highly Restricted 40
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 41
Expanding “Vertical” MDM Development
Auto Finance
Public Sector
Life Sciences
Higher Ed
• Leverage Established, Robust, Industry-Specific Functionality
• Applied Industry-Specific MDM Best Practices
• Faster deployment, shorter learning curve, lower TCO
What We Accomplished in the Last 12 Months
• Introduction of consolidated and simplified install/configure routine and wizard.
• Tools/Client installs through a one-step process with a new look-and-feel.
• Built-in post-install validation to verify the installation has completed properly.
• Log files to help Customers verify the installation result
• Improved reports to aid conflict resolution and the way that Workflows are merged
• Greater IT agility and responsiveness , easier adoption of enhancements and platform maintenance
Enhanced Application Environment Lifecycle Management.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 42
What We Accomplished in the Last 12 Months
• Any browser, any devise support for enhanced user experience and productivity
• Supports latest Web innovations including device driven layouts, intuitive navigation, touch optimization
• Extendable framework – platform for customers and partners to innovate
• Improved User Experience, Performance and Scalability
Open UI Framework
• Unified customer profile mastering, supporting “Big Data”
• Improved Marketing, Service segmentation & campaigns
• Recognition for social influence, loyalty rewards and brand advocacy
• Improved Support, Marketing and Brand Loyalty Effectiveness
Integrated Social Profile Data Contact
Social Interactions
Contact Social Profiles
Social Attributes
Oracle Confidential – Internal/Restricted/Highly Restricted 42
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 43
Social MDM Enhancing Customer Data with Social Profile
Social Interactions
Social Profile Attributes
• Extending the customer data model to include Social profile
• Social attributes • Social interactions
Contact Social Profiles
Contact
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 44
Standard Contact Social Profile view in 8.1.1.10 (Attribute data
from social needs to be populated)
How a new Contact Social Profile view could look with more social attribute
information (All the data would be stored in the same schema).
Data provisioned by 3rd party, custom processes
A similar these with the social feed information in
a Javascript popup (OpenUI) when you hover
over the Social Profile (Feed data not persisted in
Siebel
Social MDM Enhancing Customer Data with Social Profile
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 45
Standard Contact Social Profile view starting with
Siebel 8.1.1.10 (Attribute data from social needs
to be populated). Data provisioned by 3rd party,
custom processes
How a new Contact Social Profile view could look
with more social attribute information (All the data
would be stored in the same schema).
An enhanced version similar to this with the
social feed information can be created in a
Javascript popup (OpenUI) when you hover over
the Social Profile (Feed data not persisted in
Siebel
Social MDM Enhancing Customer Data with Social Profile
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Delivered This Year
Oracle Confidential – Internal/Restricted/Highly Restricted 46
The ability to leverage existing, known Social Media interactions for a customer or prospect is an increasingly vital element for driving a meaningful CX. A critical component to achieving this is the ability to store and manage the different Social Profiles a person may have. A key MDM differentiator is providing the underlying technology to keep the source reference integrity stable, track changes over time, and help facilitate comparing (matching) records by SM source to other records in-system to identify where different Profiles may be the same person and where possible merge them into one “Best Version” Contact. To enable this, we are adding:
• Contact Social Profile to OCH Child Entity Data Management
• Social Profile to Source Data History, Cross Reference, services
• Social Profile values added to the “Match/DeDupe” field library available to EDQ for processing, based on SP attributes (i. e. handle, email, source, etc.)
• Foundation for supporting/enhancing Unified customer profile mastering SM “listening” svcs (i.e. Oracle SRM) & “Big Data”
Social Profile Data Mastering
Contact
Social Interactions
Contact Social Profiles
Social Attributes
SDH
X_REF
MATCH
New!
EDQ Match Server
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
OCH Contact Social Profile Data Mastering Cross Reference View
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
OCH Contact Social Profile Data Mastering Source Data History (SDH) View
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
OCH Contact Social Profile Data Mastering Matching Using SP Attributes
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Delivered This Year
Oracle Next Best Action (NBA) Engineered System
• Integrated OCH, Loyalty, Marketing, and Oracle RTD solutions in an Oracle Engineered Systems
• Optimized enterprise performance and faster time to production
• Massively scalable real-time customer data management, recognition, reward and recommendations
• Improved Customer Experience, and Revenue, Lower TCO
Oracle Confidential – Internal/Restricted/Highly Restricted 50
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
In-Memory Database and Engineered Systems • For Extreme Performance
Legacy Database Data Warehouse Exa Data
Dashboards POS eCommerce Social Networks Clientelling Web Mobile
Siebel Universal Customer Master (OCH)
Oracle SRM
Next Best Action Framework
AP
PLIC
ATIO
NS Siebel Loyalty Management
Siebel Campaign Management
Oracle RTD
Oracle Engineered Systems
Oracle Confidential – Internal/Restricted/Highly Restricted
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
Oracle MDM Applications: Portfolio Overview
Market Trends – What We Are Seeing
Oracle Customer Hub - Development Update
Oracle Customer Hub – Future Roadmap
Wrap Up
1
2
3
5
4
Oracle Confidential – Internal/Restricted/Highly Restricted 52
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Have Released in 2015
Oracle Confidential – Internal/Restricted/Highly Restricted 53
• Increased business, IT agility to respond and evolve environments to changing needs
• Optimized enterprise performance and faster time to production
• Reduced application downtime, better supporting global large scale production environment management
“Siebel Composer” - Ability to Push Repository (srf) Configurations out in real time
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3 Collect Victim Details
Download Install & Patching
Application Rollout- Deployment
Uptake Innovation Content and Test
Customer Business Updates
Monitoring and Diagnostics
Increasing OCH Platform Agility for both Business & IT
54
Manage business-user requirements through Run-time configuration
(Siebel Composer)
Pick new Siebel versions with lower costs using IRM (Incremental Repository Merge)
Reduce Initial Install size and time by 50%
Clone and patch production enterprises using final UAT environment
Track end user transactions from application to database
2013
2013
2013, 2014 2013
2015
Oracle Confidential – Internal/Restricted/Highly Restricted 54
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What We Have Released in 2015
Oracle Confidential – Internal/Restricted/Highly Restricted 55
• Increased Business Agility through a single Dedicated Screen(s) in UCM directly to EDQ • Faster access & configuration of related DQ rules and processes by rendering EDQ views and functions directly from UCM.
Embedded EDQ Access in UCM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 56
What We Plan to Work On In Future
• Extend established “Territory Assignment” capabilities to include OCH Data Management views, tasks. Example:
• “My”, “My Teams” Duplicate, Incomplete Record Resolution Views
• “All” Incompletes, Duplicates
• Increased Data Governance Agility, Data Dispositioning
Data “Assignment Manager” for Data Steward Views
• Common metrics, KPI, etc. pre-built, accessible in OCH
• Configurable reporting, distributable over multiple media
• Easier, more timely access and visibility to data dynamics
“Embedded” Data Governance Management & Reporting
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 57
What We Plan to Work On In Future
• Dedicated-but separate reference tables to consolidate licensed data
• On-site referencing for MDM/DQ match, validate, enhance processes
• Customer + Prospect, Suspect, “MarketPlace” data mastering
• Enterprise “Central Source” OLTP for licensed data utilization
• Increased reference data leverage and value, enhanced DQ processing
Embedded 3rd Party Reference Repositories
3rd Party Data
OCH
Best Version
Oracle has introduced Data Service & Insight Cloud Service within the Oracle Public Cloud which differentiates our solutions by embedding data as part of the overall business process. This provides social insights, including trends on related topics to provide timely and actionable intelligence and help organization engage with customers better. Oracle is aggregating the data from multiple sources like Curated data (D&B/Acxiom), Crowd Sourced data and social data to maintain the data repository. Data as a service (DaaS) is currently offered to all Sales Cloud Customers who want to enrich their Organization/Contact/Prospect data with additional insights. The same data in future will also be available to our OCH Customers. Customers will be able to enrich the data both in Batch and real-time modes with the data from our Data as a Service repository, with the option of storing a separate, partitioned reference record.
Leverage Oracle Data Services
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Mktg
OLAP
ERP
Embedded 3rd Party Repository for Validation/Enrichment Example: 3rd Party Data Integration
3rd Party Data Source
OCH Web Svc Library
OCH
“Best Version” Consistent & Data-Enhanced
External/Internal Matching Services
CRM
3rd Party Data Repository
SDH
X_REF
MATCH
New!
“Best Version” Legacy
EDQ trusted
crowd-sourced
Oracle Confidential – Internal/Restricted/Highly Restricted 58
Inte
grat
ion
Bu
s
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 59
MDM as a foundation for Customer Experience Management (CXM) helps businesses provide consistent Customer experience across the infinity loop of Buy through Own and across all touch-points and gadgets. By delivering timely, accurate and consistent product and customer information across channels, companies can drive exceptional customer experience, increase product sales, improve efficiency, acquire new customers and reduce churn.
Integration to Oracle Cloud Portfolio
What We Plan to Work On In Future
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
Oracle MDM Applications: Portfolio Overview
Market Trends – What We Are Seeing
Oracle Customer Hub - Development Update
Oracle Customer Hub – Future Roadmap
Wrap Up
1
2
3
4
Oracle Confidential – Internal/Restricted/Highly Restricted 60
5
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 61
Life Sciences
and Healthcare
Public Sector Communications,
Media & Utilities Financial Services Retail & CPG
High
Technology Manufacturing &
Distribution
2,300+ Oracle MDM Customers Across Diverse Industries
Health Administration
Corp
Travel, Transportation
& Hospitality
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Common Enterprise MDM Strategy Case Summaries
Oracle Confidential – Internal/Restricted/Highly Restricted 62
Key Customer Objectives: “360 View”; Integration Agility; “CX”; Upsell/Cross-sell
MDM “360” Foundation (OCH base) • Multi-Channel “Single Source of Truth” • Over 2 Billion objects mastered
MDM “360” Foundation + CRM • Largest DYI Retailer in the world • Over 120 million customer records
MDM Foundation for CX & Loyalty • Phasing to 40+ million records • Hosted on Oracle Private Cloud
MDM (OCH Base) & Public Sector • Every Dutch Citizen (~8 million records) • All Pension Benefit Cases Managed
MDM & Integrated CRM, Marketing • Second largest Cruise Line in the world • Over 20 million PAX History records
MDM (OCH Base) & Life Sciences • 6 month implementation • Entire medical industry “mastered”
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
New, Emerging Use Case
2015
Oracle Confidential – Internal/Restricted/Highly Restricted 63
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 64
• Continuing struggles to reconcile data across increasing multiple applications
- ACTIVELY Considering MDM solutions to solve for that
Emerging MDM Use Case: Siebel CRM Customers Why?
• Seeking to optimize existing TCO/ROI, resources of existing systems
- Want to limit, if not reduce, the number of additional core systems
• Recognize that critical data & integration already is in place
- Exists for a small number of systems: core ERP, core CRM
• Re-evaluating Siebel platform as ‘Sales’, ‘Marketing’, ‘Service’ moves to Cloud
- Not aware that OCH is a “Best of Breed” MDM platform built on the Siebel Data Model
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 65
• Solution path for struggles to reconcile data across multiple applications
MDM Use Case: Siebel CRM>MDM Conversion Value Proposition
• Optimizes existing resource investments and systems, improving TCO/ROI
• Critical data & integration already in place, minimizing work and reducing TTM
• OCH is a “Best of Breed” MDM platform built on the Siebel Data Model
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 66
5,000
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Leverage Existing Siebel Investment
© 2010 Oracle Corporation – Proprietary and Confidential= 67
EDW
BI WEB
IDEN CAMP
…
MKTG
DOCS
ERP
Siebel CRM
8.1.1.4-10 SIA
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Optimize Integration, Stay Connected to the Cloud
© 2010 Oracle Corporation – Proprietary and Confidential= 68
EDW
MKTG WEB
IDEN CAMP
…
WF
DOCS
ERP
Simplify
Siebel UCM
8.1.1.4-10 SIA
Source System
Source Id
CRM 1+CRM
EDW 1+XYZ
ERP 2+ERP
WF 1+WF
Cloud1 1+CLO
•Leverage existing Integrations
•Leverage existing Siebel knowledge assets
•Build THE foundation and process for effective customer mastering
•Maintain a complete and accurate customer profile
•Seamlessly integrate enterprise and cloud data sources
•Complete governance with targeted dashboards and robust workflow
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• Cleanse, Standardize, Dedup data within existing instance
• Purchase & Deploy New Licenses
• Verify UCM Configuration and DQ Administration
• Assign Data Stewards
• Start Mastering!
• Deploy Separate instance and migrate data via EIM
• Procure & Administer Hardware, Required Apps & Database
• Install UCM & EDQ
• Migrate Integrations from CRM instance
• Cleanse, Standardize, Dedup, & Migrate data
• Assign Data Stewards
• Start Mastering!
• De-commission old instance
© 2010 Oracle Corporation – Proprietary and Confidential= 69
Deployment Considerations
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
•Siebel 8.1x SIA (any vertical) with •either Sales and/or Service and/or Marketing extensions
•50k Account records and 250k Contact records
OR
•100k Account and 500k Contact records
•250+ users
•5+ integration sources into/out of it
•Siebel Tools Licensed and used
•In Production 5+ years
© 2010 Oracle Corporation – Proprietary and Confidential= 70
Target Customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
•Oracle Customer Hub Add-on B2B for Siebel CRM
•Oracle Customer Hub Add-on B2C for Siebel CRM
•Oracle Enterprise Data Quality
•Oracle Enterprise Data Quality Address Verification Server
•Oracle Enterprise Data Quality Standardization and Match
•Oracle Enterprise Data Quality Profile and Audit
•Oracle Customer Hub Data Steward
© 2010 Oracle Corporation – Proprietary and Confidential= 71
Additional Opportunity
•Extension Hubs!
•Oracle Activity Hub B2B/B2C
•Oracle Field Service Hub B2B/B2C
•Oracle Marketing Hub B2B/B2C
•Oracle Sales Hub B2B/B2C
•Oracle Service Hub B2B/B2C
•Oracle Privacy Management Policy Hub B2C
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Key Takeaways
Oracle Confidential – Internal/Restricted/Highly Restricted 72
• Continued market momentum for Oracle MDM – Customer MDM platforms continue to be strategic investments and key growth drivers, particularly for Oracle Customer Hub (OCH)
• Enhancements to OCH in the last 12 months include: integrated Data Quality Management (EDQ), extended Source/X-REF/Survivorship for “Child” data, introduction of Social Media “as-a-source” extensions to Contact schema and related objects
• Future roadmap is focused on delivering more advanced social data management capabilities, increased deployment and configuration agility, enhanced 3rd party reference data integration, increased MDM/Data Governance reporting functionality and extended cloud based integration capabilities
• Oracle will continue investing in developing appropriate MDM capabilities on the Fusion SaaS platform as a solution for all cloud based MDM requirements embedded within Oracle Sales Cloud.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Best of Breed Data Model in a Single Platform • Purpose Built with rich, robust, flexible design • Supporting capabilities in Sales, Service, Marketing, Loyalty, Finance, Order Management • Comprehensive, Usable, Mobile and Social, Multiple Party & Hierarchy Types
OCH Advantage: Functionality, Reliability, Agility
Deep MDM Industry Innovations & Best Practices • Source Data History, Source Hierarchy & Cross-Referencing, DQ Process Integration, Child Entity
Mastering, B2B and B2C or Blended, Multiple Hierarchy Management • 21 languages supported; multiple Industry MDM-specific capabilities in a single repository • 20 years of Industry specific experience and business enablement delivered
Agile Configuration & Deployment Architecture • Scalable, Reliable, Configurable, Upgradable • Flexible, Open “Publish/Subscribe” Integration Capabilities • Quicker go to market with new tooling
Oracle Confidential – Internal/Restricted/Highly Restricted 73
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Complete Choice of MDM Deployment Options
“Cloud” or “Hosted” or “On-Premise”
Modify/Enhance Existing or Upgrade/Build “New”
“Tools” or “Application” or
“Solution”
You Decide How, You Decide What, You Decide When, You Decide Where
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle MDM Applications
COMPLETE “PURPOSE-BUILT” SOLUTIONS
COMPLETE CHOICE
AGILE DEPLOYMENT
LOWER OVERALL TCO
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The preceding 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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