Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Six Stages of Social Business How to Integrate Social Across the Enterprise…and Why it Matters. John Nolt Senior Director, Product Management Oracle Social

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Technology Changing Everything Mobile, Digital, Social via the Cloud 3

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Social is Influencing Purchasing Decisions 4 o Four in ten social users have purchased an item online or in-store after sharing or favoriting it. o 90% of all purchases are subject to social influence. 40% 90%

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Social Giving Customers a Voice & Platform 5 Promoted Tweet to 300k after a negative luggage experience. How does a billion dollar corporation only have 9-5 social media support for a business that operates 24/7?

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Consumerization has Affected Your Business 6 Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive. “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Jeff Bezos, Amazon CEO Mass mediaInternet/1:1Social/Mobile The Power of Your Voice Customer’s Power & Choice

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Devices, Connections, Content & Empowered Consumers 7 o 86% of customers will start doing business with a competitor after a bad customer experience. o 2 hours: Average time American spends on social media each day. o 60 hours: Average time Americans spend a week consuming content. o 4: Average # of devices Americans own

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Promoting Change Across People & Cultures #PowerShift 8

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Take Social Beyond Marketing 9 13 Departments Involved in Social Media Across Organizations 8 in 10 Marketing and IT Leaders Report Company’s Investment in Social will Increase 178 Average # of Social Accounts Across Organizations

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Global Study Reveals 97% of Executives Place a High Importance on Becoming a Socially Enabled Enterprise. – Global Study of Marketing & Technology Executives Oracle, Social Media Today & Leader Networks %

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN The deep integration of social media and social methodologies into the organization to drive business impact. – Altimeter Group 11 Socially Enabled Business Defined

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Social Business Maturity 12 1.Planning Listen & Learn 2.Presence Stake Our Claim 3.Engagement Dialog Deepens Relationships 4.Formalized Organize for Scale 5.Strategic Become a Social Business 6.Converged Business is Social Drive ROI through Social Media and Business Objective Alignment

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 1. Planning - Listen and Learn 13 Every good conversation starts with good listening.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 2. Presence - Stake Your Claim 14

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 3. Engagement - Dialogue Deepens Relationships 15 Broadcasting Listening & Engaging Relationships The Social Media Brand Engagement Curve

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 4. Formalized - Organize For Scale 16 Decentralized Multiple Hub and Spoke Centralized Holistic Hub and Spoke Source: Altimeter Group, Q Social Business Survey - Social Business Organizational Models.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 5. Strategic – Become a Social Business 17 Broadcasting Listening & Engaging Relationships Marketing and Communications SalesCustomer Care HR & Talent Management Internal Collaboration

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 6. Business Is Social 18 Broadcasting Listening & Engaging Relationships “Business has only two basic functions – marketing and innovation.” Peter Drucker

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Transformational Change is Never Easy or Automatic… 19 Broadcasting Listening & Engaging Relationships

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Transformational Change is Never Easy or Automatic… 20 Broadcasting Listening & Engaging Relationships

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN …But You Can Blaze a Path 21 Broadcasting Listening & Engaging Relationships Establish Goals and Metrics Communicate Vision Structure the Organization Empower & Train Employees Put Right Technology In Place Showcase Results

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 22

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Oracle Social Cloud: SRM Industry’s Only Unified, Integrated and Global Social Solution 23 Social Engagement & Monitoring Social Marketing Social Network Social Data

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Oracle Social Cloud: Key Differentiators 24 Unified Platform Industry’s Only Unified Social Solution Deeper Listening Eliminates Dirty Data for Precise Insights Global Social Global UI, Advanced Listening, Data Sources Social Everywhere Integration with Oracle CX Applications

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Globalizations and Statutory Localizations 25 Oracle CX Complete Customer Experience Platform Oracle Marketing Cloud Integrated Customer Experience Foundation Social NetworkMobileIntegrations Globalizations and Statutory Localizations Oracle Sales Cloud Oracle CPQ Cloud Oracle Commerce Oracle Service Cloud Oracle Social Cloud Analytic KPIs & Dashboards Predictive Analytics

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 26 Example Customer Journey 1 Customer Need & Product Research Timely First Engagement Personalised Clientelling Relevant Recommendations Product Issue Efficient Self Service Assisted Service Social Advocacy Buy 5 6 Market and Sell Own Support and Serve

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN Social. Exceed Your Customers Expectations. 27

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN So What Now? 28 o Is social still in a silo? o Is social fully integrated with your digital marketing efforts? o Does your organization desire to be a social business?  Start collaborating with key executives now. #Innovate

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN The Future Looks Like This 29 By 2025, 75% of the workforce will be millennials—that will be your employees, partners and customers.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN It’s About the Journey, Not the Destination 30 Broadcasting Listening & Engaging Relationships Bring People, Processes and Technology Together Download the eBook and find other resources at oracle-downloads.com/OracleSocial

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 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. 31

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. #IMSCIN 32