OOW - CDM Cloud Summary - 1507580952643001k1ye

Oracle Customer Data
Management In the Cloud

Oracle CDM Cloud Services Summary
OOW Fall, 2017

Bill Miller
Director – MDM Solutions Development
Oracle CX
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 1

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.

Agenda
Market Trends & Challenges

Business Impact
Opportunities
Oracle Customer Data Management Cloud
Solution Demonstration
Customer Momentum
Next Steps

What is the Problem We’re Hearing From Our Customers?
“Will the real ‘Bob Smith’ please stand up?”
– Anonymous
“I’ve got all these ‘cloud’ apps popping up like weeds in springtime. In every region and department.
There’s customer data in each of them and I can’t get a consolidated view of any of it.”
– EVP Sales, North America
“We tried to create a Q4 Sales Campaign to existing customers for a Special Offer. After 6 weeks of
back and forth just to GET a list - sucking up valuable sales time - we found literally over 200 records
for the same guy. Which one do we pick?!? We ended up doing nothing because we ran out of time,
as well as fear of embarrassing ourselves in front of the customer with 100+ emails.”
- Director, Marketing Support Operations
“How can I balance and assign territories and accounts to the right reps – let alone evaluate my pipeline
forecasting – when I’ve got all these different systems and what looks like a bazillion duplicates in them?”
- Senior Director, Sales Operations
“I need a consolidated view of my customer portfolio for planning...TODAY.

If I asked IT for help – even if they said “yes” - it would take years and cost thousands of lives.”
- VP Finance (major software company)
Copyright © 2015 Oracle and/or its affiliates. All rights reserved.

Customers Often Have Multiple Identities
Do you really know who you are dealing with?
On average, companies use 9 sources to collect customer contact data.

The Top 4 sources:
73% 60% 54% 47%

Collect data from Collect data from face-to-face Collect data from Collect data from
their website sales teams their call centers mobile sites and apps
Source: Experian Survey, 2014

Data is Forever Changing
Data changes at a rate of 2% a month. And in ONE MONTH:
Companies Consumers Products*

• 172,000 businesses will change address • 4.15 Million individuals in the US will • On average 20% duplicates in product
change jobs data
• 108,000 business telephone numbers
will change or disconnect • 1.2 Million individuals will change • 90% product introductions fail
address
• 80,000 directorship (CEO, CFO, etc.) • Retailers loose $40B or 3.5% of total
changes will occur • 370,000 individuals will get married sales lost each year due to item master
inaccuracy
• 14,500 corporations will fail/close • 190,000 individuals will get divorced
• 60% of all invoices will have an error
• 8,600 new businesses will open • 134,000 individuals will declare a
personal bankruptcy • Companies with global data Sync will
• 2,900 companies will change names
realize 30% lower IT costs
* In 1 year
Source: D&B, US Census Bureau, US Department of Health and Human Services, Administrative Office of the US Courts, Bureau of Labor Statistics, Gartner, A.T Kearney, GMA Invoice Accuracy Study

How Do You Keep the Relationship Personalized?
Companies struggle to deliver relevance at scale
Incomplete Profile Incomplete Historical Incomplete Situational

Information Information Information
WHO ARE THEY? WHAT HAVE THEY DONE? WHAT’S HAPPENING NOW?
Simply put, if your business-critical data is a mess, the rest doesn’t matter.
-Ovum, 2014
Source: Forrester – Advance to Next Generation Personalization, 2014

Agenda

Business Impact
Opportunities
Customer Momentum
Next Steps

It’s an Issue Across the Company
We can’t create a Q4
How can I balance and I need a consolidated
Sales Campaign to
assign territories and view of my customer
existing customers for a
accounts to the right portfolio for
Special Offer as quickly
reps? planning...TODAY.
as we need to.
Director, Sales Ops VP Finance Director, Marketing Ops

Bad Customer Data is Endemic
Direct negative
88% impact on
bottom line
12% Average loss
of revenue
Of all contact Biggest barrier

22% data is
inaccurate
42% to multi-channel
marketing
Source: Experian Data Quality

Agenda

Business Impact
Opportunities
Customer Momentum
Next Steps

Decisions based on good data
result in 23x greater likelihood
of customer acquisition, 6x
greater likelihood of customer
retention and 19x greater
likelihood of profitability.
McKinsey

Key MDM Data “Domains”
Two ‘Primary’; Two ‘Secondary’
Parties:
Organizations, Contacts, Employees, Partners, Suppliers, etc.
Location Data: Reference (3rd Party) Data:

GEO, Lat/Long, Spatial, etc. Industry, Credit, Members, etc.
Products: “X” Axis

SKUs, names, descriptions, etc.
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.
“Y” Axis

MDM Boosts All Customer Touchpoints
86% marketers that say they could generate more revenue

if they had better customer information
$2B is the amount that the median Fortune 1000 company

could boost revenue annually by increasing data usability 10%
91% is the customer retention rate of best-in-class

companies who have established a consistent view of
customers across systems compared to 10% for laggards

MDM Strategies Deliver a Superior Customer Experience
Best-in-class performers reap the benefits
18%
Data Quality Practices help
business scrub customer data
captured across multiple
channels.
10%
9% 9%
7% Research shows that
6%
5% companies using this
3% 3% Operational Cost technology enjoy 41% greater
Organic Revenue Retention Customer Satisfaction -2%
satisfaction from their ability to
-1%
use customer data, compared
to those that do not.
-8%
Best-in-Class Industry Average Laggards
Organic Revenue Retention Customer Satisfaction Operational Costs

Create Upside and Avoid Downside
Increase Revenue Drive the right Improve
& Profit customer experience business agility
CDM
Reduce Improve Risk Improve Regulatory

Costs Management Compliance
Companies who can deliver relevant experiences have increased customer engagement, customer loyalty,
and eventually see bottom-line benefits like increased revenue.
-Forrester

“ Customer Data is the Lifeblood of
the Contemporary Enterprise ”
Forrester - The Future of MDM: Live or Die by your
MDM strategy

Historical Barrier(s) To MDM Adoption
• MDM Solutions are Complicated
– Not a common business “competency”, like Campaign, Territory Management
– Requires bringing many sources together: business, IT and their applications
– Very “technical” in nature
• MDM Solutions Take a Long Time to Deploy

– Typically 1-3 years, over Multiple “phases”
– Limited skill resources and high turnover
• MDM Solutions are Expensive

– Historical “on-premise” deployment: high license & maintenance fees
– High System Integrator dependency
– Average cost to production: $2-10 million

What is CDM?
Oracle Customer Data Management Cloud Service:
Oracle’s Next Generation, SOA Based Customer MDM Platform
CDM Objective:
Deliver Fast, Easy, Affordable
Enterprise Customer 360 Data Management
for More Agile CX Sales, Marketing, Service
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 20 20

Agenda

Business Impact
Opportunities
MDM & Oracle Customer Data Management Cloud
Customer Momentum
Next Steps

Oracle Cloud Suite: CX, ERP, SCM, HCM
INDUSTRY SOLUTIONS
MARKETING SALES SERVICE ERP SCM
UNIFIED CX, ERP PLATFORM

CONNECTED
EXPERIENCE
CONTENT SOCIAL ENGAGEMENT LOYALTY
ADAPTIVE INTELLIGENCE
CONNECTED CONNECTED IOT

INTELLIGENCE
BEHAVIORAL INTELLIGENCE
CONNECTED MASTER TRANSACTIONAL ANALYTICS IOT BEHAVIORAL DATA CLOUD

DATA

Enterprise Grade MDM
Modern. Purpose-Built. Multi-Domain. Unlimited Sources . Pure Cloud
“Big Data”
CRM OLAP/BI
ERP WEB.COM
SFA Legacy…
Customer
Asset
Product
Supplier
ERP SCM
Site
SFA

Oracle CDM Cloud:
Unified Common Platform & Packaged Data Model for ‘Smarter’ CX & ERP
Heterogeneous Data Sources Heterogeneous Data Consumers
“Big Data”
Applications
Enterprise
PLM SCM ERP CX
Applications
Master Data Management Services
CRM OLAP/BI
ERP MDM IoT

Product Party Any Object
Objects
SFA Legacy…
Platform
Source System Mgmt Cross Reference BPEL/ Workflow ADF UI SCM

ERP Common
Components, Content Management AI / ML Extensibility Enterprise Search
SFA Services & .com
Technology Collaboration Services Rules Engine Data Integration Security Services
Enterprise Data Quality Enterprise Scheduler Audit Trail Business Intelligence

Oracle Cloud: Master Data Object Relationships
Oracle Unified MDM Platform Logical Model
Party (Customer, Prospect /Organization, Person) Customer Account
Location Party Hierarchy

(Physical Address)
Site Party Organization
Purpose General
Party Site Person Customer Party Party Relationship Classifications
(Address Name)
Site Supplier Party
Hierarchy Relationship
Site Contact
Supplier Profile
Supplier
Data
Supplier Site
Operating Unit
Supplier
Product
Product
Hierarchies
Organization Product

Secure
Oracle Cloud: Multi-Layer Secure Innovations
Designed to be secure at every layer
Secure Features and Benefits
Role-based Access
SaaS
Global Access Controls
Backup and Redundancy; 19 Global Data Centers PaaS

Local Data Residency
24x7 Oracle Security Experts IaaS
Data Center Man Traps, Biometric IDs, etc.

What is Oracle Customer Data Management (CDM)?
The foundation behind creating a “360 View” for better organization performance
Record ID Registry Data Standardization, Duplicate Record Resolution Single, “Best Version”
across All Sources Validation & Enrichment Management Record for Publishing
Improved Marketing Analytics Faster, More Accurate

Increased Territory Accuracy Positive CX!
Reporting
INTEGRATION ANALYTICS
Motivate SOCIAL
Mentor
27 Copyright © 2015 Oracle and/or its affiliates. All rights reserved.

What is Oracle Customer Data Management (CDM)?
Source cross referencing, source data history, data quality management and
“Best Version” registry
Universal ID: 1ASCLSCC

Oracle CDM 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 …
Corporate Name ACME Widgets

Alias WidgetWorld
Address1 1 South Place
Address2
Sales Marketing Service Sales Social Media DATAMART City London
Post Code RG6 1RA
Tel. 0118 924 3348
ID 1ASCLSCC
Customer ID: Customer ID: Customer ID: Email www.acmewidgets.com
Customer ID:
B37-84U B37-84U GH78GH 23-3445 Social Profile(s) Twitter, Facebook, LinkedIn
Customer ID:
Customer ID: Customer ID: A31-32Z Status Active
A31-32Z Customer ID:
A31-32Z
A31-32Z SIC Code 3811 – mfg of widgets, heavy industrial
Customer ID:
A31-32Z (dozens of additional) 380 employees, $1 billion revenue, subsidiary
od ACME Enterprises Worldwide

Engage
CDM Cloud
Consolidate and Centralize
Stores all customer identifiers for the operational applications

connected to MDM
Provides critical mappings used for data consolidation, cleanse, de-

dupe, “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

CDM Cloud
Clean and De-Dupe
Clean: Verify an address physically exists; correct and enhance; add

missing elements such as full postal code or state; standardize address
elements as part of validation
Match, Link & DeDupe: Embedded DQ service can automatically

identify & present duplicate candidates; link and merge duplicates
based on included survivorship rules engine; retain original source
reference keys to “best version” can be shared BACK to original
source

CDM Cloud
Complete and Enrich
Easy to use, on-demand access to 3rd party data

• Real-time as well as high volume batch access to 3rd party data
• Linkage with a DaaSID to benefit from future updates and insights
about customers
• Critical insights such as competitive relationships, company
hierarchies, & Social identities
Designed for Enterprise

• Multi-domain pricing and licensing portability
• Enterprise friendly and transparent records based metric
• Focus on non-technical (e.g. Sales Rep) as well as technical
personas (e.g. Data Steward)
Oracle CDM & DaaS together deliver a full suite of cloud capabilities
• Manage the entire customer experience lifecycle across 1st party
and 3rd party data

CDM Cloud
Coordinated Customer 360° View
Trusted view of your customers across all LOB’s.

- Marketing
- Sales
- Service
- Commerce
- ERP
By incorporating unstructured and external data from diverse

sources, build and manage a trusted view. Retain your most valuable
customers using this accurate and timely information.
Benefits
- Improve campaign effectiveness
- Accurate, targeted cross-sell and up-sell
- Retain your most profitable customers
- Deliver superior customer experience

Prebuilt CX Integrations for Data Migration and Integration
Leverage the tooling and experts
Data Cloud Legacy

Validate & Enrich w/ 3 rd Party
Data
Division
‘D’
Oracle CDM
Key Integration Touch Points
Marketing Social Network

• Access up-to-date account, contact, lead and • Sales, Service and other internal people can
opportunity data collaborate on Accounts and Opportunities
• Allow sales reps to execute email campaigns • The context of the transaction is saved to the
• Closed Loop Reporting for campaign tracking conversation on the transaction
Sales & CPQ Legacy

• Access up-to-date account and contact data • Access up-to-date account/organization and
CDM / DaaS
• Embedded quote creation within Sales cloud contact data
CLOUD
• Updated revenue information on opportunities • One click entry to quotes in Siebel for the sales
with quote data reps using Sales cloud
• Visibility into sales and service history for the
sales reps using Sales cloud
Service ERP, SCM

• Access up-to-date account/organization & contact data • Access up-to-date account/organization and
• Services incidents available to sales reps contact data
• Service reps can create opportunities based on • One click entry to quotes in EBS and JDE for the
customer interaction sales reps using Sales cloud

Prebuilt Oracle CX Integrations
Marketing Cloud Social Cloud

Content Marketing  . Sales/CDM Cloud  .  Marketing Cloud *  Commerce
CRMOD  Service Cloud  .  Sales Cloud  CRMOD
Commerce  . * Social Cloud  .  CDM Cloud  Siebel
BlueKai   Service Cloud *
Sales Cloud Service Cloud

* Siebel  . * Marketing Cloud . CDM + ICS  Marketing Cloud  Commerce
* EBS  . CPQ Cloud .  Sales Cloud *  CDM Cloud *
•JDE  . * Service Cloud .  Social Cloud *  Siebel *
Social Network   Social Network  EBS *
CPQ Cloud Commerce

EBS  Sales Cloud  .  Marketing Cloud  Siebel *
Fusion Order Mgt  Commerce   CPQ Cloud *  OTBI
Fusion Financials  . CRMOD  .  Service Cloud
 Social Cloud
 Available Today
* Enhancements on Roadmap for Integrations Available Today

Agenda

Business Impact
Opportunities
Customer Momentum
Next Steps

Consolidate Cleanse Verify & Enrich Publish & Share Customer Success
Partial Listing of Our MDM Cloud Service Subscribers
Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

“ Gaining a 360 view of the
customer; this was very critical for
us. At any point we are now able
to understand what is happening
to the customer.”
Julie Mandu
- Director, Customer Programs
SERVICE / SALES / MARKETING / CUSTOMER DATA MANAGEMENT
KENYA AIRLINES ACHIEVES MISSION OF TURNING MOMENTS INTO MEMORIES

• Created a single repository for customer data, reducing data redundancy by 70%
• Increased lead acquisition by 20% with targeted campaigns and personalized content
• Can execute campaigns in 30 minutes themselves vs. three days with an agency
3 Million
records
Copyright
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. © 2015– Oracle
| Confidential and/or its affiliates. All
Oracle Internal/Restricted/Highly rights reserved.
Restricted 40
40
“Gaining a 360 view of the
customer; this was very critical for
us. At any point we are now able
to understand what is happening
to the customer.”
– Julie Mandu
• https://www.youtube.com/watch?v=t_cyaD6j5VM

Company Kenya Airways
Overview Increase sales revenue generation with systematic data management processes
MARKETING
Legacy SALES
Kenya Airways is the flag
carrier of Kenya. It has a fleet SERVICE
of 45 aircraft, and carried CDM
4.2M passengers in 2015.
4,000 employees Challenge Solution Benefits
Goal to capture a new market
and prepare for the future of  No single customer view  Consolidate & de-duplicate  Advanced segmentation with
selling to consumers.  Customer data resided in silos customer data into CDM targeted campaigns
and needed to be consolidated  Integrate data from 10+  Standardized partner
HQ: Nairobi, Kenya  Agents needed to access multiple applications relationship management
applications during the customer  Implemented enterprise wide  Improved guest handling
Industry: Travel service experience resulting in governance model to keep data  Seamless cross-channel servicing
poor customer satisfaction clean.
 Insight driven actions
 Limited visibility of sales activity  Connect Marketing, Sales and
Service to manage the entire
customer experience

Roadmap

CDM Cloud Roadmap Summary (Spring 2016)
Objective: “Easy, Fast, Affordable” MDM
Release 12 Release 13 Future
“Consolidate” “Consolidate” “Consolidate”
• Personally Identifiable Information (PII) • PII security : Mobile Phone Number • NoSQL ultra high performance search/storage
job role security • Match KeyGen usability improvements • Business Events for ICS Integration
“Cleanse” “Cleanse”
“Cleanse” • Data Profiling - Customer • Duplicate identification for additional objects
• Mass select of duplicate identification • Data Standardization - Customer • Unmerge capability
sets for merge processing
• Customizable match rules and scoring • Search/create Accounts from D&B real-time
• Deletion of matching configurations • Batch DeDupe/Cleanse definition “Govern”
• Dun & Bradstreet global data set improvements • Data steward data governance infolets
enrichment “Govern” • Automated data steward workflows
• Geographies Management • D&B Account Hierarchy on Account profile page
“Govern”
improvements
• Account and Contact profile history • Survivorship rules authoring usability
• Agreement Rules simplification improvement
“Share”
“Share” • Account hierarchy enrichment
• Suppress duplicate match notification • Extensible party center for data steward
CDM API in Oracle ICS (OSC base)
• Disable exact name match “Share”
• Account hierarchy web services

Roadmap Highlights for Integrations and APIs
2H 2016 1H 2017 2H 2017+
• OSC/CDM – JDE 9.2 support • OSC/CDM – Marketing • OSC/CDM – EBS and

• OSC/CDM – Siebel Cloud integration available OSC/CDM – JDE integrations
integration available on ICS on ICS platform available on ICS platform
platform • Asset synchronization to • Premises/Service point
• OSC/CDM – Marketing OSC/CDM-Siebel integration synchronization to
Cloud performance • REST services for Contracts, OSC/CDM-Siebel integration
improvements Partner Business Plans, • REST services for MDF,
• REST services for Lightbox, Territory Proposals, Assets Quotas, more…
Partner Programs, Product
Groups
• Import support for M:M
relationships
** Note: Oracle validates existing integrations with each new release of Oracle Sales Cloud, which CDM inherits by default

CDM Roadmap Details (R13.x)
• Disable exact name match in
Customer Center
• Integrate Match Configuration
management and Key Generation
workflows
• Custom Match Scoring*
• Data Management Dashboards

Customer Center
workflows

Score Rule RULE ENTRY
100 Unique ID matching - uid1 1ûid1:Exact::100
2^firstname:Exact,lastname:Exact,address1:Exact,address2:Exact,address3:Exact,address4:Exact,city:Exact,adminarea:Exact,
country:Exact,postalcode:Exact,email:Exact,alternatephone:Exact ::100
Customer Center 100 Full name , Address , Email, Phone number
95 Full name, Address, Email

country:Exact,postalcode:Exact,email:Exact ::95
country:Exact,postalcode:Exact,alternatephone:Exact ::95

95 Full name, Address, Phone number
95 Full name, Email, Phone number 4.5^firstname:Exact,lastname:Exact,email:Exact,alternatephone:Exact ::95
5^firstname:Fuzzy,lastname:Fuzzy,address1:Fuzzy,address2:Fuzzy,address3:Fuzzy,address4:Fuzzy,city:Fuzzy,adminarea:Fuzz
y,country:Fuzzy,postalcode:Fuzzy,email:Exact,alternatephone:Exact ::90
90 Full name Fuzzy, Address Fuzzy, Email, Phone number
management and Key Generation 90 Full name Fuzzy, Address Fuzzy, Email
y,country:Fuzzy,postalcode:Fuzzy,email:Exact::90
y,country:Fuzzy,postalcode:Fuzzy,alternatephone:Exact::90
workflows
90 Full name Fuzzy, Address Fuzzy, Phone number
88 Full name, Phone number 8^firstname:Exact,lastname:Exact,alternatephone:Exact ::88
88 Full name, Email 9^firstname:Exact,lastname:Exact,email:Exact ::88
10êmail:Exact,address1:Exact,address2:Exact,address3:Exact,address4:Exact,city:Exact,adminarea:Exact,country:Exact,post
alcode:Exact,alternatephone:Exact ::88
88 Email, Address, Phone number

85 Full name Fuzzy, Phone number 11^firstname:Fuzzy,lastname:Fuzzy,alternatephone:Exact ::85
85 Full name Fuzzy, Email 12^firstname:Fuzzy,lastname:Fuzzy,email:Exact ::85
13êmail:Exact,address1:Fuzzy,address2:Fuzzy,address3:Fuzzy,address4:Fuzzy,city:Fuzzy,adminarea:Fuzzy,country:Fuzzy,pos
talcode:Fuzzy,alternatephone:Exact::80
80 Email, Address Fuzzy, Phone number
75 Email, Phone number 14êmail:Exact,alternatephone:Exact::75

15êmail:Exact,address1:Exact,address2:Exact,address3:Exact,address4:Exact,city:Exact,adminarea:Exact,country:Exact,post
alcode:Exact ::70
70 Email, Address
16âddress1:Exact,address2:Exact,address3:Exact,address4:Exact,city:Exact,adminarea:Exact,country:Exact,postalcode:Exact
,alternatephone:Exact ::70
70 Address, Phone number
17âddress1:Fuzzy,address2:Fuzzy,address3:Fuzzy,address4:Fuzzy,city:Fuzzy,adminarea:Fuzzy,country:Fuzzy,postalcode:Fuz
zy,alternatephone:Exact::68
68 Address fuzzy, Phone number

18êmail:Exact,address1:Fuzzy,address2:Fuzzy,address3:Fuzzy,address4:Fuzzy,city:Fuzzy,adminarea:Fuzzy,country:Fuzzy,pos
talcode:Fuzzy::65
65 Email, Address Fuzzy
19êmail:Exact::65
65 Email
65 Phone number 20âlternatephone:Exact::65
21âddress1:Exact,address2:Exact,address3:Exact,address4:Exact,city:Exact,adminarea:Exact,country:Exact,postalcode:Exact
::55
55 Address
22âddress1:Fuzzy,address2:Fuzzy,address3:Fuzzy,address4:Fuzzy,city:Fuzzy,adminarea:Fuzzy,country:Fuzzy,postalcode:Fuz
zy::50
50 Address fuzzy
50 Full name 23^firstname:Exact,lastname:Exact::50
40 Full name Fuzzy 24^firstname:Fuzzy,lastname:Fuzzy::40

Customer Center
workflows

Proposed: Release Plan for FY18 (OSC + CDM + DaaS Integration)
Feb 2018 May 2018 Aug 2018 TBD
(R13.18.02 – OPC 18.1.3) (R13.18.05 – OPC 18.2.3) (R13.18.08 – OPC 18.3.2)
CDM Integration Data Health Analysis Data Standardization Address Verification

• Batch enrich: Accounts and • Data Assessment Service • Email and Phone • Enhanced addresses for Mexico
Contacts – Import/Export • Contact Match Preview Validation/Standardization and Italy
Enhancements
OPC Compliance Hierarchy Analysis & Enrichment Expand data provider footprint
• Migrate from Internal Compute • Render D&B Hierarchy in CDM • B2B Data Exchange
UI Enhancements and Sales Cloud • B2C (TBD)
• Fuse + Uptake AV: Geography • D&B Hierarchy Sync and Import
• CDM UI Improvements. • Master GEO Improvements – Expand DaaS footprint
Deliver from DaaS. Geographic Expansion • Siebel, EBS, Procurement Cloud)
Integration • Replace Nokia with better data • Introduce Japan market
• REST Services for Duplicate from Loqate OMC Integration
Resolution Integration • Data Credit and Feedback
CDM Integration • Customer Data Onboarding
• Batch enrich: Accounts and AI and Custom Rules
Contacts • Adaptive Intelligence in data
• Search and batch import from quality processes
DaaS • Enhancements of algorithms to
Custom Rules and Scoring
Data Quality
• Enhanced survivorship
• REST Services for DQ Match
and Cleanse
Data Profiling
• Data Assessment and Profiling
Dashboard
Black: OSC/CDM + DaaS Integration Blue: DaaS Green: CDM
Copyright © 2015 Oracle
Oracle and/or its affiliates. All rights reserved.
Confidential
CDM Cloud Publicly Available Resources
Cloud.oracle.com
eBook, Data Sheets, Feature Summary
(RCD), Release Readiness, Spotlights for
current Releases
Oracle Sales Cloud YouTube Channel

Product demos, CX event videos and
customer vignettes
Implementing Customer Data Management

Introduction, Getting Started, How It Works:
http://docs.oracle.com/cloud/latest/salescs_gs/OACDM/toc.htm,
Oracle Sales Cloud to Salesforce Comparison

Feature comparison available on the Oracle.com public site

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Confidential – Oracle

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Oracle Customer Data

Management In the Cloud

OOW Fall, 2017

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 1

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 2

Market Trends & Challenges

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 3

“I need a consolidated view of my customer portfolio for planning...TODAY.

Copyright © 2015 Oracle and/or its affiliates. All rights reserved.

On average, companies use 9 sources to collect customer contact data.

73% 60% 54% 47%

Source: Experian Survey, 2014

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 5

Companies Consumers Products*

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 6

Incomplete Profile Incomplete Historical Incomplete Situational

Source: Forrester – Advance to Next Generation Personalization, 2014

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 7

Market Trends & Challenges

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 8

Director, Sales Ops VP Finance Director, Marketing Ops

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 9

Of all contact Biggest barrier

Source: Experian Data Quality

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 10

Market Trends & Challenges

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 12

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 13

Location Data: Reference (3rd Party) Data:

Products: “X” Axis

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 14

86% marketers that say they could generate more revenue

$2B is the amount that the median Fortune 1000 company

91% is the customer retention rate of best-in-class

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 15

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 16

Reduce Improve Risk Improve Regulatory

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• MDM Solutions Take a Long Time to Deploy

• MDM Solutions are Expensive

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Market Trends & Challenges

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MARKETING SALES SERVICE ERP SCM

UNIFIED CX, ERP PLATFORM

CONTENT SOCIAL ENGAGEMENT LOYALTY

CONNECTED CONNECTED IOT

CONNECTED MASTER TRANSACTIONAL ANALYTICS IOT BEHAVIORAL DATA CLOUD

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ERP MDM IoT

Source System Mgmt Cross Reference BPEL/ Workflow ADF UI SCM

Enterprise Data Quality Enterprise Scheduler Audit Trail Business Intelligence

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Location Party Hierarchy

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Secure Features and Benefits

Backup and Redundancy; 19 Global Data Centers PaaS

24x7 Oracle Security Experts IaaS

Data Center Man Traps, Biometric IDs, etc.

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