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MDM Partner Summit Briefing – Oracle Customer MDM Bill Miller – Director, Customer MDM Product Management

May, 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.

Oracle Confidential – Internal/Restricted/Highly Restricted 2


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


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”


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.


• 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.


“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.


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)


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


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


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”


“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


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


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’


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


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

http://www.pixmule.com/


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



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



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


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

• 20


Oracle MDM Advantage: Functionality, Reliability, Agility Example: Oracle Customer Hub (OCH)


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


Agenda




Oracle Customer Hub - Future Roadmap

Wrap Up

1

2

3

4

5



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



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


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 =


25


MDM Solutions

“Big Data” & MDM: Enabling Analysis…to Action

Big Data at Work

Pro

files

Attributes



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?


27


Integration Was Already Complex…

MDM

MDM Helped Simplify



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



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



The Pain: Expanding Integration Ecosystem

73°

MDM



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.



Analyst View on Oracle MDM

No other vendor Offers Site Hub, Supplier Hub or DRM (Financial/ Hierarchy)


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.


Agenda



Siebel UCM - Development Update

Siebel UCM – Future Roadmap

Wrap Up

1

2

4

3

5



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


Siebel Investment Themes

Customer Experience Industry Innovation Business Agility

37 Oracle Confidential – Restricted


• 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


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


Delivered

Delivered

Delivered

Delivered

Delivered

Delivered

In Progress

Roadmap


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



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


• 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


• 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



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



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



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



What We Delivered This Year


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


Social Attributes

SDH

X_REF

MATCH

New!

EDQ Match Server



OCH Contact Social Profile Data Mastering Cross Reference View


OCH Contact Social Profile Data Mastering Source Data History (SDH) View


OCH Contact Social Profile Data Mastering Matching Using SP Attributes


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



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


• 51


Agenda




Oracle Customer Hub – Future Roadmap

Wrap Up

1

2

3

5

4



What We Have Released in 2015


• 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


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



What We Have Released in 2015


• 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


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



• 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


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


Inte

grat

ion

Bu

s

http://www.google.com/url?url=http://www.contactcenterworld.com/company/harte-hanks.aspx&rct=j&frm=1&q=&esrc=s&sa=U&ei=8Ai7U72gDsfMsQSKi4GYAg&ved=0CCAQ9QEwBQ&usg=AFQjCNGYfVq7dc8EUiZeRh6PohaMxLMslg

http://www.google.com/url?url=http://www.transworldsystems.com/ama.html&rct=j&frm=1&q=&esrc=s&sa=U&ei=Rwq7U4bKHojuoATJv4CQCg&ved=0CBgQ9QEwAQ&usg=AFQjCNGvGQlqcSYX4OOZhXQA7F8g2USKGg

http://www.google.com/url?url=http://www.linkedin.com/company/eccma&rct=j&frm=1&q=&esrc=s&sa=U&ei=lgq7U47IIs_6oATGwILIAg&ved=0CBwQ9QEwAw&usg=AFQjCNFdNaU_6uh7-8GmzoqUCb9W3C03pw


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



Agenda




Oracle Customer Hub – Future Roadmap

Wrap Up

1

2

3

4


5


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

http://www.kpn.com/

http://inovar.telecom.pt/

http://www.windriver.com/

http://www.brandsoftheworld.com/download/brand/35121.html

http://www.symantec.com/index.jsp

http://www.toshiba.com/tai/index.jsp

http://www.brandsoftheworld.com/download/brand/163643.html

http://www.asic.gov.au/asic/asic.nsf

http://www.scottrade.com/index.asp

http://www.nokiausa.com/index


Common Enterprise MDM Strategy Case Summaries


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”


New, Emerging Use Case

2015



• 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


• 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


5,000


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


Optimize Integration, Stay Connected to the Cloud


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


• 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


Deployment Considerations


•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


Target Customers


•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


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


Key Takeaways


• 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.


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



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


Oracle MDM Applications

COMPLETE “PURPOSE-BUILT” SOLUTIONS

COMPLETE CHOICE

AGILE DEPLOYMENT

LOWER OVERALL TCO


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.
