Copyright © 2014 Oracle and/or its affiliates. All rights reserved. WE ARE ALL PART OF THE REVOLUTION

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Konferencija e-Razvoj 2015 Aleksandra Butulija 3

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. something has CHANGED Empowered Customers Who are We Selling To?

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Empowered Customers your customer has CHANGED Social | Mobile | Y-gen | Self Discovery | Buying | Learning | Targets | Choice | Value | Expectation | Information Who are We Selling To?

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. A Fundamental Shift in Customer Experience Customers Are Demanding that Sellers Transform the Buying Process WELL INFORMED Customers demand relevant and unfettered access to product information through many channels MULTIPLE INTERACTIONS Customers choose when, where and how often they want to engage with sellers HIGHER EXPECTATIONS Customers expect seamless recognition at every touch-point along with superior customer service MORE INFLUENCE Customers increasingly exercise influence on social channels to provide feedback

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. What is Customer Experience? “Customer experience is the sum of all interactions a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” Source:

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. The Customer Experience Lifecycle PURCHASE RECOMMEND MAINTAIN RESEARCH NEED RECEIVE USE SELECT BUY OWN Support & ServeMarket & Sell

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Experiences happen anytime, anywhere, all day, every day mobile social local mobile social local

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |10 Number of impressions U.S. customers make on one another about products and services each year. –Forrester Today, Customers Control Your Destiny They’re Empowered 500 Billion “Companies were in control up until But now the customer is in the driver’s seat. If you embrace that, you will thrive. If not, then by 2020, you will not survive.” –Jamie Nordstrom Oracle Confidential - Restricted

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. of consumers will PAY MORE for a better Customer Experience.* 86% *Source: Harris Interactive Customer Experience Impact (CEI) Survey, September 2011 Customers pay average 30% more better Customer Experience

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Do You Understand Your Customers? Understand me. Make it easy and fast. Give me what I need. “ ”

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.13 The Result: A Broken Customer Experience 78% of customers don’t receive consistent experience across channels. — Accenture 94% of customers have discontinued communication with a company because of irrelevant messages. — Blue Research Marketers Lean Heavily on Fragmented Tools Pass Fragmentation Onto Customer Bombarded, Customers Don’t Convert or They Leave Oracle Confidential - Restricted

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.14 Customers Feel It Everyday 2 WEEKS LATER… Oracle Confidential - Restricted

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.Oracle Confidential – Internal/Restricted/Highly Restricted15 The Complete Solution Oracle Social Cloud Oracle Marketing Cloud Oracle Sales Cloud Oracle Commerce Cloud Oracle Service Cloud Oracle CPQ Cloud Oracle CPQ Cloud Integrated Customer Experience Foundation Social NetworkMobile Analytic KPIs & Dashboards Predictive Analytics Integrations Globalizations and Statutory Localizations Web Mobile Social In-StoreContact Center Field Service Direct Sales Channel

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |16

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Fast & Easy Improved end user adoption with no training Tailored for competitive advantage- your processes, your CRM, your way Streamlined and efficient processes through pre-built integrations Rapid deployments, continuous innovation, and lower TCO “I don’t know if using Oracle Sales Cloud could get any easier, for our initial users it has been an easy adoption. It’s almost as easy as using a consumer app.” Mobile & Productive Sell anywhere, anytime, any device Be an Agile Sales Organization Anywhere, anytime, any device

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.18