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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | CON8929 Jim Acker Jim Langenwalter Financial Services Global Business Unit Delivering an Extended Customer View to Transform Financial Services Engagement

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 3 Its consistently about cross sell, channel production and channel independence What we hear from the Industry We need to build a relevant cadence with the customers to counter the access and influence of competitors and help retain the customers we have Need to help our distribution channels sell more by selling smarter Need to have more touch points that are relevant to the customer without alienating the distribution channel Need a 360 view of all Customers across all channels Need to do a better job presenting the right offer in the right way using all the channels the customer might use Moving to self service (web) could mean less opportunity to sell so have to make our digital interactions more productive We need to leverage our existing IT investments and incrementally deliver value to the business

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Trends in Consumer Experience Using Customer Analytics to Create More Personalized CX Customers will make web / mobile their primary interaction with the financial institution All interactions of each individual customer are turned into a personalized experience: Those channels are already heavy personalized and the customer will expect the same from the financial institution Brands will use more differentiating content or offers to acquire and retain customers, to up- sell and cross-sell

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 5 Requires rethinking our digital strategy to make our interactions smart Digital Impacts our Customer Experiences Use of Digital Channels Opportunities for Human Response High Low Replacing dumb digital interactions (that may be cost efficient but reduces the value of the relationship over time) with intelligent human interactions that can recognize opportunities or sense ways to optimize the experience.

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Male, born in 1948 Grew up in England Married twice, children Successful, wealthy, celebrity Loves dogs and the Alps 6 Challenges with Traditional Approach Effective Customer Treatment Requires 1:1 Personalization

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 7 Leveraging Big Data to understand your customer I-CX Engine Intelligent Customer Insight data integration internal external batch real-time master data identity Organizing, matching, profiling & storing every interaction in real time Stores events (like purchases); activities (e.g. web browsing); contextual information (like location) Aggregated from all channels Dynamic customer profiles Produces 360 degree customer view all data matched and combined; factual, interpreted, learned Self Learning Digital DNA & 360 view Predictive Analytics Next Best Action Next Best Product Most Relevant Experience I-CX Engine

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Real Time Delivery Engine 8 Recommendations improved in real time during interaction Real Time Delivery Engine Intelligent Interactions Automating decision- making in any channel I-CX engine recommendations modified based on data collected during the interaction Self-learning process determines propensity to do something for each customer Prioritizes and triggers events. Website MobileSocial IVR Digital Interactions Human Interactions BranchContact Center Sales Digital DNA & 360 view Predictive Analytics Next Best Action Next Best Product Most Relevant Experience

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 9 Making every interaction more timely, more relevant and more profitable Developing Relationships Digitally: Intelligent CX Digital DNA & 360 view Predictive Analytics Next Best Action Next Best Product Most Relevant Experience Human Interactions Branch Contact Center Sales bank.com MobileSocial ATM IVR Digital Interactions I-CX Engine Email Direct Mail Social Marketing Platforms REAL TIME INTERACTIONS CYCLE TIME INTERACTIONS Moment of Truth Relationship Nurturing

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Produces the optimal customer experience for each customer I-CX Driven Digital Interactions I-CX Engine Customer & Prospects I-CX engine personalizes the experience, next best action and next best offer based on data collected in the interaction bank.com MobileSocial ATM IVR Digital Interactions Real Time Delivery & Refinement Interactions

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 11 Produces interests, segments and propensity to create more targeted campaigns I-CX Driven Marketing - Intelligent Marketing I-CX Engine Predictive Segments Marketing Platform Campaigns Interactions Campaign interactions help improve prediction over time raising Campaign ROI and reducing cycle time.

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | real-time decision engine data integration Oracle Confidential Oracles Intelligent CX Solution streamorganizeanalyzedeciderespond internal external batch real-time master data marketing automation content sites customer service ecommerce and sales BI and analytics tools acquirelearn identity enrich advertising platforms Big Data Appliance Hadoop File System Marketing Platform

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | The I-CX Engine Using Big Data to deliver customer 360, real-time personalization and predictive customer analytics 13

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | I have a customer - what are the top 3 products he is likely to buy? Answering the Tough Questions Which top hundred customers are likely to buy my product X today? What is the best channel to connect with my customer, and when? Can I turn around my most valuable potential churners?

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Getting to Actionable Customer Insights Getting from Raw Data to Individual Preferences Traditional Data Warehouse based solutions (DW/BI) are costly, slow to implement and change, work with sample data and provide limited insight Big Data and advanced analytics provide an ideal solution for predictive customer insight that is more cost effective, easier to implement and change, and operates in real-time on ALL your data

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Deliver Next Generation Personalization Introducing Lily Enterprise Listen Better - Lily works with all types of data - all transactions, all behavior, all context - continuously capturing and automatically making real time observations Learn Faster - Lily delivers behavior- based models that take into account all context at various levels of granularity, automatically delivering micro-segmentation to the individual customer and multi-contextual recommendations based on predicted customer needs Execute Smarter easily integrates with marketing and BI platforms, allowing companies to deliver offers based on smarter dynamically updated predictions for better customer experiences

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Building the Customer DNA Lily Customer Interaction DB Lily Customer DNA Lily Listen: Channel all sources of customer interactions into 1 data model Lily Listen Lily Learn Lily Learn: Machine Learning VCE

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Getting from Raw Data to Customer DNA Lily Common Customer DNA data sources Custom DNA Extensions Lily Data Model for Financial Services Other CustomerItemInteraction Subscriptions & Contracts customers, products, subscriptions, contracts, transactions, interactions, market & social data Context Industry DNA Extensions variable calculation engine map / load / transform: interactions with context & customer source records

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Customer DNA See everything together comparisons with a Set defined by you, and evolving trend scores for each customer From Data to DNA 1000s of metrics determine individual DNA common, industry and customer metrics

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Customer DNA Dynamically created Sets defined by your own rules More effective Alerts based on real-time customer metrics Models available, or easily and dynamically add new models from all available metrics Manage Big Data - Breaking down data silos to gain insights on all customer interactions in one place With Lilys Customer DNA and Machine Learning Engine, individual product Preferences are available each moment

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | 21 Deliver Offers in Real-Time Marketing Automation Content Sites Advertising Platforms eCommerce and Sales Customer Service Predictive Models Business Rules Performance Goals Real-time Offers Decision Self-learning Feedback Loop Lily Enterprise

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | ? ? ? Website Real Time Offer Personalization

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Customer Experience Location-Based Real Time Offer Personalization Mobile Information Mobile Wallet Mobile Redemption Joe can view and look up favorite shops, restaurants,... Joe receives merchant offers in his Banks Mobile wallet Joe can redeem coupons through his mobile wallet

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Getting Started: Incremental Capability Transformation I-CX transformation varies for each client. Oracle helps determine where you should invest and how to get there Can current technology platforms support growth agenda? When do you need to start to achieve the growth agenda? What new capabilities are required? Whats the competitive Landscape? H H ML M L CE Impact Value ($) Milestones toward end state To Be State Today Time Methods: Executive Briefings Industry Best Practices CX Assessments CX Strategy Workshops 3 5 year Enterprise Plan Value Analysis / Business Cases Tactical Roadmaps Journey Mapping

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Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Contact Jim Langenwalterjim.langenwalter@oracle.com(412) 952-6286jim.langenwalter@oracle.com Jim Ackerjim.acker@oracle.com(206) 617-3550jim.acker@oracle.com

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

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