CX Central @ #OOW Debrief - Arjan Kramer Capgemini HQ Utrecht - October 2014

with you

CX Central @ #OOWDB14

Arjan KramerDigital Solution Architect

Global Lead for OCommerce

Capgemini - Oracle OpenWorld 2014 Debrief #oowdb14

Utrecht | 30 October 2014

2#oowdb14

CX Central @ Oracle OpenWorld

Here to Help You Modernize the

Experience for Your Customers

Marketing

SalesService

Commerce

Social

3#oowdb14

CX Central @ Oracle OpenWorld

1 Venue > Moscone West

30 Partner organizations

50 Demo booths

323 Sessions

8000 Attendees

17 venues > across SFO

1000 partner organizations

420 Demo booths

2707 Sessions

60000 Attendees

CX Central Oracle Open World

45000 tweets with #oow1452000 retweets with #oow14

4#oowdb14

TUESDAY NIGHT WEDNESDAY NIGHT

Macklemore & Ryan LewisAerosmith

Spacehog

Wednesday, October 1st,

6:30 p.m.–12:00 a.m.

Tuesday, September 30,

7:00 p.m.–9:00 p.m

CAPITAL CITIESCX Central Fest

Oracle Plaza

5#oowdb14

Announcing Oracle CX Cloud

Marketing

SalesService

Commerce

SocialPlatform

6#oowdb14

CX Cloud breakdown

ORACLECPQ CLOUD

Foundational Tools

Oracle CloudInfrastructure

Oracle MDM, BI and Decisioning Tools

Oracle Integration and BPM/SOA Tools

Oracle Mobile, Portal and Content Tools

ORACLECOMMERCE

CLOUD

ORACLESALES CLOUD

ORACLEMARKETING

CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

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

Make It Easy To:Become A Modern Customer Experience Organization

ENGAGEEMPOWERADAPT

GET GOING

GET AHEAD

GET BETTER

• ENGAGE YOUR CUSTOMERS: Making it easy for your customers to engage with your brand at anytime.

• EMPOWER YOUR EMPLOYEES: Making it easy for your agents to consistently service the need of customers

• ADAPT YOUR BUSINESS: Making it easy to adapt continuously to the changing needs of the business

ORACLE ROADMAP TO MODERNTM

8#oowdb14

Capgemini Digital CX presence

9#oowdb14

Engage, Empower, Adapt = Capgemini Digital Transformation

10#oowdb14

Oracle CX Cloud: Platform

Integration Cloud• Integration between Marketing Cloud and Sales Cloud for account and lead data sharing

• Integration between Sales Cloud and CPQ Cloud for account and quote data and account management

• Coming soon : Custom integrations

Mobile Cloud• Quickly enable mobile

views for Cloud apps likeSales Cloud

Process Cloud!

collaboratingwith you

CX Cloud deepdive

12#oowdb14

Overview Oracle CX Cloud

Marketing

SalesService

Commerce

SocialPlatform

13#oowdb14

Oracle CX Cloud: Marketing

Marketing Cloud• Eloqua continuation

• Content Marketing (Compendium)

• Bluekai

• Responsys

• Integrated with Social (Vitrue)

No product roadmap / Strategy session!

14#oowdb14

Oracle CX Cloud: Sales

Sales Cloud• No training User Experience

• Improved Mobile Applications

• Industry Solutions

– Communications

– High Tech & Industrial Manufacturing

– Consumer Goods – Retail Execution

– Financial Services – Retail Banking

Future roadmap• Cloud integrations with other apps

• Smartphone enhancements

15#oowdb14

Sales Cloud : Mobile ApplicationsSmartphones and Tablets - Anywhere, Anytime

• Task-driven smartphone app: Call Report

• Attachment support for smartphones

• Inline social conversations• Mobilytics app for sales

executives on iPad

16#oowdb14

Sales Cloud : Optimized Sales PerformanceStreamline your Sales Plan and Operations

• Better target setting and measurement

• Enhanced territory management

• Quota management through import / Export

• Compensation plan enhancements

• Multi-Currency support improved

17#oowdb14

Oracle CX Cloud: Service

Service Cloud

Cross ChannelContact Center

Knowledge Management

Web CustomerService

PolicyAutomation

ORACLECOMMERCE

CLOUD

ORACLESALES CLOUD

ORACLEMARKETING

CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Field Service

Service Cloud Platform

18#oowdb14

Oracle CX Cloud: Service

Livelook acquisition for co-browsing capability

19#oowdb14

Oracle CX Cloud: Service

Your personal Concierge: Virtual assistant on your websites

20#oowdb14

Oracle CX Cloud: Service

Key roadmap items include:

Improved Social Monitoring Commerce in Service Agent mobile app Asset based SLAs

21#oowdb14

The modern Customer Experience > your IT and your people!

22#oowdb14

Start Leading Digital: Act now, before others do!

23#oowdb14

Contact information

ArjanKramer

Digital Solution Architect | Global OCommerce Solution [email protected] @arjankramer

The information contained in this presentation is proprietary.Copyright © 2014 Capgemini. All rights reserved.

Rightshore® is a trademark belonging to Capgemini.

www.capgemini.com

About Capgemini

With almost 140,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion.

Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com.