AGENDA §  10:30 Registro y Café de Bienvenida §  10:50 Opening Andrés García Arroyo, Dir. Comercial Middleware Oracle Iberia §  11:00 Digital Tourism Javier Cañadillas, WebCenter Sales Specialist §  11:30 Experiencia de Usuario y Canal Online Representante de Iberia §  12:00 Business Process Automation y Customer Experience Carlos Casares,

Principal Sales Consultan BPM §  12:30 Debate y Conclusiones Miguel Maia, Sales Leader Fusion Middleware

Commercial Institutions §  13:00 Visita Guiada a las Bodegas y Cata §  14:00 Almuerzo en las Bodegas

DIGITAL TOURISM Oracle WebCenter Sites for Travel & Hospitality

Javier Cañadillas Medina WebCenter Sales Specialist

“The Tourist is a nomad 2.0 that

connects to mobile devices and

share in social networks”

José Manuel Soria CIMET 2012

Tourists now dream in

a different way

They plan and share

On Line

71% of leisure trip shoppers say they consider posts on sites like Facebook and Twitter when planning vacations

52% of travelers have changed their original plans based on social media suggestions

51% of travelers wrote a review about their accommodations

cus·tom·er ex·pe·ri·ence

The sum of all experiences a consumer has with a supplier of goods or services, over the

duration of their relationship with that supplier.

http://en.wikipedia.org/wiki/Customer_experience

NEED / RESEARCH SELECT PURCHASE MAINTAIN /

RECOMMEND RECEIVE / USE

Read Reviews

Comparison Site

Web Search

Ask Facebook Friends For Recommendations

Visit Competitive Site

Chat

Receive Email

Confirmations

Take Trip

Tweet About Purchase Experience

Share Experience On Travel Site

Get Trip Details

Purchase Online

Change Flights Or Seats

Make Selection

WEB

CONTACT CENTER

IN-STORE

CATALOG

MOBILE

EMAIL

SOCIAL

The experience

is multi-

channel

25% of all travel bookings in Asia/ Pacific are made online

50% of all travel bookings in the US are made online

53% of hoteliers believe their brand website will see the most bookings growth

Investment in

Brand Sites is Critical to

Revenue

1 Information Overload

2 Plan and book is complicated

3 Decide on the go

The

Challenges

ATTRACT TRAVELERS

African Safari Family Vacations Caribbean Cruises

Make it Personal

Mature Gen X Baby Boomers

With WebCenter Sites

Predict your Targets combining WebCenter Sites with RTD

Cultural Adventurous Empty nest

Kleber Linhares, Information Technology and E-Commerce Director Read the Azul Brazilian Airlines customer story

“After evaluating the leading tools on the market through meticulous research, we chose Oracle for the

freedom its tool offers in all processes—from implementation to

content editing—as well as its excellent campaign and content

segmentation method.”

Empower your SEO

site.com/caribeanweek

site.com/cruisethemed

site.com/familyvacation

With WebCenter Sites

Enable Rapid, Relevant Travel Searches

combining WebCenter Sites with Endeca Search

Visual content

is King

Manage your

Digital Assets

With WebCenter Content &

WebCenter Sites

…and

external content

too

ENGAGE CUSTOMERS

Listen

Listen what people are saying about you Measure trends

Connect

Be present on most social networks Encourage customers to rate and share the experience

Influence

Respond to positive and negative feedback Use positive feedback in marketing campaigns

Listen, Connect & Influence

Loyalty: create

fans of

your brand

Encourage Social Interaction Enable Safe & Moderated User Interaction Around Website Content

Exploring Coastal Australia

Ratings and Likes

Blogs/Articles with Comments

How many leisure trips are you planning to take this year?

Polls

With around 31,000 miles of spectacular coastline, complete with islands, stunning beaches, fringing reefs and long meandering drives, you’ll find millions of places to explore…

None

1-2

2-4

More than 4

Great article. Driving the Great Ocean Road was spectacular! Lorne was my …

Snorkeling on the Whitsunday Islands near the Great Barrier Reef is a must! …

Video: 5 Great African Safaris Not all African safaris are the same. Here are 5 different ones that give you a feel for what’s possible.

Off the Beaten Path Discover Australia’s Unspoiled Beaches, Cliffs & Islands by Nick Howard

Exploring Coastal Australia

With around 31,000 miles of spectacular coastline, complete with islands, stunning beaches, fringing reefs and long meandering drives, you’ll find millions of places to explore…

Off the Beaten Path Discover Australia’s Unspoiled Beaches, Cliffs & Islands by Nick Howard

Encourage Sharing Among Visitors And Extend the Reach of Website Content to Social Networks

Website Article

Jeff’s Facebook Post

Marie’s Response

Great article. Driving the Great Ocean Road was spectacular! Lorne was my…

Lorne is beautiful! However, my favorite was the Whitsunday Islands near…

Social Community & Gadgets with

WebCenter Sites

Site Community

Management

for real

Manage your mobile &

screens With WebCenter Sites

Manage Brand Across Multiple Channels Engage Travelers Consistently Across Web and Mobile Channels

•  Same business interface •  Reuse across channels •  Optimize to devices •  Preview in a comparative way •  Enable location-based travel

services •  Incorporate channel appropriate

video and rich media

Communicate in Their Native Language Built-in Multi-Lingual Support, Optional Partner-Enabled Translation

•  Provide articles, pages and sites in multiple languages

•  Deliver multilingual experiences across thousands of devices

•  Manage multiple translations from the same business user interface

•  Integrate with third-party automated, crowd-sourced, and expert translation services

•  Manage translation costs – easily select and manage what to translate, when and by who

Would you

rather…?

Interact Throughout Their Online Journey

§ Streamline and simplify the user’s experience throughout their customer journey

§ Present a consistent user experience across channels

§ Seamlessly integrates critical back-end travel systems into the user experience

Seamless Integration with Back-End Travel Systems and Applications

Reservations Payment

Processing

Partners

Ticket Availability

Loyalty Inventory

Flight Status

CRM

MANAGE EXPERIENCES

Safeguard Brand Integrity Easily Moderate and Manage Comments/Reviews on Your Site

•  Encourage social interaction while safeguarding brand integrity and message consistency

•  Moderate traveler's reviews and comments to corporate standards

•  Streamline moderation with built-in review

•  Easily set various levels of manual, automatic and community based moderation

•  Employ whitelists, blacklists, key word filters and flagging to automate moderation

Ensure Brand Consistency

§  Oracle Social Relationship Management (SRM) enables companies to:

–  Get a real-time holistic view of the traveler across multiple social sites

–  Coordinate travel campaign messaging and content publishing to multiple social sites

–  Acquire social analytics on travelers

Monitor and Publish to Multiple Social Sites

Speed Time to Market Empower Marketers and Business Users with Intuitive Authoring Tools

•  Empower marketers and business users to rapidly change content to meet CX initiatives

•  WYSIWYG, drag-n-drop editing enables rapid site creation, update, and approvals without IT involvement

•  Significantly reduce time-to-market with website changes and updates

•  Create innovative, dynamic cross-channel sites that share content, build loyalty, and engage your visitors

Scale to Meet Business Needs Easily Deploy and Manage Robust Large Scale Sites

•  Streamlined multisite & multilingual management

•  Handle millions of visitors, content assets, or page views

•  Provide high performance delivery of rich media driven sites

•  Scalable dynamic delivery of personalized content

•  Re-use digital assets & other content across multiple sites

KEY WebCenter Sites Customers with multichannel and multilanguage sites

1 Personal & tailored

2 Easy to find

3 Make it visual

Manage

Experiences

1 Listen & Connect & Influence

2 Manage your brand

3 Wrap your assets in a nice package

Engage

Customers

1 Control your brand

2 Be quick

3 Be ready to scale

Attract

Travelers

¡Gracias! oracle.com/webcenter