2. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Life Sciences Customer Engagement Strategy and Solutions September 29, 2014 Oracle Confidential – Internal/Restricted/Highly Restricted

3. 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 Restricted3

4. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Today’s Agenda 1Introductions 2Oracle’s Customer Experience Vision, Strategy 3Life Sciences Customer Challenges 4Oracle Life Science Customer Engagement Solutions 5Additional Life Science CX Sessions Oracle Confidential – Internal/Restricted/Highly Restricted4

5. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted5 social mobile y-gen self discovery buying learning targets choice value expectation information Your Customer has CHANGED

6. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Customer Advocacy That requires … Change in a company's culture to support customer-focused marketing, sales and service and Alignment of goals to the customer vs. department or channel And starts with… Outside-in focus on the customer’s experience Oracle Confidential – Internal/Restricted/Highly Restricted6 Specialized set of interactions where companies focus on what’s best for customers What implications does this have for your business?

7. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | How Customer Advocacy Has Affected Us 86% Oracle Confidential – Internal/Restricted/Highly Restricted7 CUSTOMERS TAKE CONTROL of consumers will pay more for a better customer experience 1% of consumers feel their expectations for a good experience are met 89% of consumers switched to a competitor after a poor experience Mass mediaInternet/1:1Social/Mobile The Power of Your Voice Customer’s Power & Choice Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive

8. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Still, doing this well results in revenue upside $1.6 billion wireless service provider Oracle Confidential – Internal/Restricted/Highly Restricted8 $1.4 billion airline $729 million hotel chain $ 825 million credit card provider Source: Forrester, “The Business Impact Of Customer Experience” (March 2014) Growth (indexed) Years 510152025 100 200 300 400 500 Loyalty Leader Average How is Net Promoter Score℠ related to growth? Source: Bain & Company: How is Net Promoter Score℠ related to growth?

9. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | But statistics indicate there is progress to be made Oracle Confidential – Internal/Restricted/Highly Restricted9 of execs say customer experience is critical to their business advantage are just getting started with a customer experience initiative consider their customer experience initiative to be advanced 97% 39% 20% Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)

10. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Life Science and Medical Device Stats HCP’s worldwide start their research on-line before talking to a company representative. 75 % Of HCP’s own a tablet. Some are even prescribing Apps. 66% Of HCPs prefer to get information online. Only 20% prefer to get info from reps – down 7% from last year. 58% of adults use the internet to find Health Information. 10Oracle Confidential – Internal/Restricted/Highly Restricted http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info- to-rep-visits/d/d-id/1112924http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info- to-rep-visits/d/d-id/1112924 - Cap Gemini poll

11. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Life Sciences Company BRAND Life Sciences in the Past Medical Professional Less Regulations Large Sales Forces Abundance of new brands on the market Aggressive Go To Market Sales Rep per Brand Physician choses and prescribes the best brand Brand Centric Direct Influence Scripted Sales Pitches Single Source of all knowledge

12. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Your Doctors Await Personalized & Relevant Messaging Customers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all. 85% of respondents indicated their company’s personalization maturity as 50% or below 30% of HCPs want more marketing content to be delivered via digital media 20% of HCPs want to receive less information in person 57% of physicians indicated they were interested in using video detailing *Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdfhttp://www.uk.capgemini.com/sites/default/files/resource/pdf

13. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Your Doctors Expect to Interact via Convenient Channels 89% of physicians go online outside of office hours, while 75 percent go online for professional purposes on weekends 60% search several times a day. Average physician spends eight hours a week online 71% of physicians consider a smart phone and internet essential to their practice and critical to their job *Source: Manhattan Research

14. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | The Patient has a Voice 59% of adults use online resources to obtain health and wellness information 63% of the individuals reported that other individuals suffering from similar disorders had a major role in the decision making about prescription medications 41% resorted to the Web to self-diagnose or self- treat a condition Patient Opinion Leaders are individuals who are well versed in a disease either as sufferers or care takers of individuals with chronic disorders and share their knowledge on the particular disease with others. *Source: How America Searches: Health & Wellness

15. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | The Grand Disconnect Oracle Confidential – Internal/Restricted/Highly Restricted15 Social Mobile Sales rep Call Center Website eCommerce Need > Research > Select > Buy > Use > Recommend Individual disconnected interactions?or the connected customer journey?

16. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted16 Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand CUSTOMERBRAND

17. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted17 Oracle CX Complete Customer Experience Platform Oracle Marketing Integrated Customer Experience Foundation Social NetworkMobileIntegrations Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Analytic KPIs & Dashboards Predictive Analytics

18. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted18 Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer Tailored for Industries Best Practices for Competitive Advantage and lower TCO Insightful and Extensible 1 3 2 4 Drive greater business value deliver pre-built business processes across silos Modern Empowered Customer Cross-Channel Extend solution, use Dynamic CX profile and Integrate to the Enterprise Oracle Customer Experience Enabled in the Cloud

19. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |19 Modern CX Cloud: Personalized Do More Within Your Cloud. Make It Your Own. Upgrade Safe. Easily Create New Features & New Applications. Extend SaaS. Enrich CX Cloud PaaS Tailor User Experience SaaS

20. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted20 Oracle CX Marketing Cloud  Run agile, cost effective campaigns  Nurture relationships with HCPs / Patients / Payers  Provide meaningful digital insights to Sales Reps  CRM Agnostic Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

21. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted21 Oracle CX Sales Cloud  Anywhere, anytime, any device, desktop, mobile  Powerful integrated analytics  Actionable insight and field enablement  Manage sales performance for all channels Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

22. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted22 Oracle CX CPQ Cloud  Robust, rules based tools for complex capital equipment or kits  Accurate pricing with complex rules and customer specific pricing  Workflow approvals for non-standard pricing Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

23. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted23 Oracle CX Commerce Cloud  Drives real-time “unique customer experiences”  Always-relevant messaging to HCPs, payers, providers, patients and caregivers  “Self Service”  Understand your customer’s wants and needs Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

24. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted24 Oracle CX Service Cloud  Simplified user experience for call center agents and field service personnel  Single knowledgebase for ALL users internal and external  Alternate channels - Click-to-Chat, Self Service, Social Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

25. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted25 Oracle CX Social Cloud  Superior listening (Latent Semantic Analysis)  Maintain records of interactions for compliance  Assign actions to CRM (Sales, Call Center, Marketing)  Publish on Social Media (Facebook, Twitter, LinkedIn) Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social

26. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted26 Results Being Realized by World-Class Companies 50% customer response rates to campaign 50% Gain in product penetration 8 minutes from prospect discussion to signature via iPad 5-10X Faster time to market 40% Drop in tech support inquiries Head of Sales Head of Sales Ops Head of Commerce Head of Service Head of Social Head of Marketing $M Saved by preventing PR crisis

27. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted27 Oracle CX Complete Customer Experience Platform Oracle Marketing Integrated Customer Experience Foundation Social NetworkMobileIntegrations Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Analytic KPIs & Dashboards Predictive Analytics

28. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Life Science Customer Engagement Openworld sessions Oracle Confidential – Internal/Restricted/Highly Restricted Life Sciences Customer Engagement: Transformation in the Real World 12:30 PM - 1:15 PMMoscone West - 2014CON7784 Sales Solutions for Medical Device Companies 1:45 PM - 2:30 PMMoscone West - 2014CON7803 Driving Engagement, Conversion, and Retention in Life Sciences with Oracle Marketing Cloud 3:00 PM - 3:45 PMMoscone West - 2014CON7804 Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud 4:15 PM - 5:00 PMMoscone West - 2014CON7812 Modern Customer Service for Life Sciences 5:30 PM - 6:15 PMMoscone West - 3001CON7821