Customer MDM. Oracle s Strategy & Solutions for a Universal Business Challenge MDM Partner Summit May, 2014

Transcription

1 Customer MDM Oracle s Strategy & Solutions for a Universal Business Challenge 2014 MDM Partner Summit May, 2014 Bill Miller Director, MDM Product Management Oracle Customer Hub

2 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. 2

3 Agenda Trends in the MDM & Data Governance Community What we are Seeing & Analysts are Saying Oracle Customer Hub (OCH) Status & Roadmap Recent Accomplishments What We are Working on Now What We are Planning for the Future Key Sales Team Advantages & Strategy Common Solution Sales Play Opportunities Key Sales Takeaway Summary 3

4 Master Data Management (MDM) What Is It? At Oracle, Master Data Management (MDM) is the foundational component of CRM/CX. It provides not only data quality tools, but also the datamodel, workflows and services to deliver a consistent, complete, Best Version customer/product profile to all operational and analytical applications across the enterprise. This drives IT agility, revenue, risk management and compliance. Web Field Sales Partners Tele Sales Social Master Data Management 4

5 Oracle Master Data Management Trends in the MDM & Data Governance Community 5

6 Market Trends in the MDM Community What Analysts are Saying & We are Seeing Data Quality Issues Continues to Rank in CxO Top 10. Multiple sources: IT Pro, Forrester, Gartner, TDWI Trends in Social, Mobile & Cloud converging to create Nexus * * Source: Gartner Research - The Nexus of Forces: Social, Mobile, Cloud and Information dated Jun 14, 2012 MDM is Key Enabler of Big Data Concept to Action. Source: Harvard Business School - Delivering on the Promise of Great Customer Experiences dated Aug, 2013 The Information Difference, Ltd.- Big Data & MDM Survey November

7 Fragmented Data in Typical Enterprise Topology Ever proliferating islands of information SFA Call Center Web site Fusion App Partner in disparate applications covering multiple channels, divisions & functions duplicated, incomplete, inaccurate, Operational inefficiencies Questionable Analytics ERP 1 ERP2 Call SCM Fusion App Legacy Error prone integration Slow enterprise agility and innovation 7

8 Oracle Master Data Management Oracle Customer Hub (OCH) Status & Roadmap 8

9 The Oracle Customer Experience Portfolio MDM provides The Foundation for a great CX Social In Store Contact Center Field Service Mobile Direct Sales Web Web Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Channel Sales Channel Sales Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Complete portfolio of best-of-breed solutions to deliver better customer experiences Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle Open and standards based, enabling extension and integration with existing and third party solutions 9

10 Big Data & MDM: Enabling Analysis to Action Big Data at Work MDM Solutions 10 Copyright 2012, 2013, Oracle and/or its affiliates. All rights reserved.

11 Customer Supplier Employee Financial Asset Location Product Enterprise Grade MDM Modern. Purpose-Built. Multi-Domain. Unlimited Sources Big Data CRM ERP SFA OLAP/BI WEB.COM Legacy 11

12 MDM On The Siebel Platform: Example - OCH Best of Breed Data Model in a Single Platform Purpose Built with rich, robust, flexible design Supporting capabilities in Sales, Service, Marketing, Loyalty, Finance and Order Management Comprehensive, Usable, Mobile and Social, Multiple Party Types Deep MDM Industry Innovations & Best Practices Source Data History, Source Hierarchy & Cross-Referencing, DQ Process Integration, Child Entity Mastering, B2B and B2C, 21 languages supported and multiple Industry MDM-specific capabilities in a single repository 20 years of Industry specific experience and business enablement delivered Agile Configuration & Deployment Architecture Scalable, Reliable, Configurable, Upgradable Flexible, Open Publish/Subscribe Integration Capabilities Quicker go to market with new tooling 12

13 Key Components of Oracle MDM The Source of Clean Data for Your Enterprise World class data governance High performance heavy duty import History & Audit Events & Policies Data Governance Manager List Import Workbench Identification & Cross-Reference Trusted Customer Data Roles & Relationships Party Brands Vertical Variants Related Data Entities Source Data History Rules based Survivorship Enhanced Match & Merge Unmerge Deep & easily configurable yet upgradeable Industry specific schema Web Services Publish & Library Subscribe Transports & Connectors Authorization Registry Multi-language Manage Decay Address Validation Enrich Pre-built library of extensible fine grain & composite web service Robust DQ & unique Knowledge Based MDM offering 13

14 Oracle Cloud Applications Enterprise Grade SaaS Offerings For Established Business Processes Oracle MDM Platforms are designed to integrate with ANY Source, Domain, or Application On-premise, Hosted or SaaS (Cloud) Human Capital Management Customer Experience ERP Cloud Platform Global HR Sales Financials Social Network Global Payroll Customer Service Supply Chain Management Java Workforce Management Live Help Procurement Database Talent Management Marketing Project Portfolio Management Data Services Social Risk & Control Management EPM Foundation 14

15 Oracle Customer Hub (OCH) = Siebel UCM Continuing Leadership in the Data Governance & MDM Industry Key Highlights of Gartner s Fall 2013 report: Oracle has a very Strong MDM portfolio with a range of MDM solutions spanning multiple domains and industries. Reference customers awarded high scores for UCM's road map visibility and support for multiple styles of MDM. Strong verticalization and scalability proof-points with live transactional workloads managing more than 100 million consumers. Also Oracle Customer Hub supports Oracle's Customer Experience (CX) strategy and has versions supporting several industries. 15

16 Analyst View on Oracle MDM No other vendor Offers Site Hub, Supplier Hub or DRM (Financial/ Hierarchy) 16

17 Oracle Continues To Invest in Siebel & UCM Customers 2014-FP 1H FP 1H FP Spring 2019 Siebel Siebel FP 1H FP 1H FP 1H FP 1H Siebel Siebel IP 2H IP 2H IP 2H IP 2H IP 2H IP 2H IP 2H IP 2H

18 Oracle Customer Hub - Investment Themes Empowering Effective Best Practice Data Governance Throughout the Enterprise Ease of Use Agility Best Practices Innovation End to End Data Quality End to End Governance End to End Integration Robust Data Model, DQ Tools Flexible, Easy Configuration Multiple Integration Options Higher ROI, Lower TCO Industry Specialization Technical Innovation Out-of-Box Best Practices 18

19 What We Accomplished in the Last 12 Months Fully Integrated Data Quality Suite (EDQ) Easy Install, Configure, Upgrade & Clone Matching on any child entity and/or on multiple attributes Ability to use different match rules for different languages, sources Stateless integration for better PSR Faster & Easier Deployment, Configuration & Upgrades Child Entity Cross Referencing Ability to set multi-source history referencing for key child objects Accounts, addresses, orders, responses, and more Ability to stage Best Version aspects for related child objects More comprehensive, centralized entity mastering 19 19

20 What We Accomplished in the Last 12 Months Child Entity Survivorship Integrated ability to generate best surviving child record Accounts, addresses, orders, responses, and more Ability to stage Best Version aspects for related child objects Faster, more comprehensive Profile, Cleanse & DeDupe Public Sector Auto Finance Higher Ed Life Sciences Expanding Vertical MDM Development Leverage Established, Robust, Industry-Specific Functionality Applied Industry-Specific MDM Best Practices Faster deployment, shorter learning curve, lower TCO 20

21 What We Accomplished in the Last 12 Months Siebel Open UI Framework Any browser, devise support for employee, partner applications Greater flexibility in presenting data to users Improved User Experience, Performance and Scalability Customer Contact Social Profiles Social Attributes Social Interactions Integrated Social Profile Data Unified customer profile mastering, supporting Big Data Improved Marketing, Service segmentation & campaigns Recognition for social influence, loyalty rewards and brand advocacy Improved Marketing Effectiveness and Brand Loyalty, Lower Cost 21

22 Social MDM - Enhancing Customer Data with Social Profile Customer Contact Social Profiles Social Profile Attributes Social Interactions Extending the customer data model to include Social profile Social attributes Social interactions 22

23 Massively Scalable MDM 14.4 million * Real-Time Transactions/hour >4X Throughput, <8X Response Times on ExaData* * Composite mix with 90% read and 10% writes Half Rack Exadata and Half Rack Exalogic 400M Customer Volume Database 23

24 What We Accomplished in the Last 12 Months MASTER DATA MANAGEMENT VERIFY_STATUS_MSG, NEIGHBORHOOD, VERIFICATION_CODE, GEO_CODE, GEO_CODE_MSG, GEO_DISTANCE, VERIFIED_FLG Address Validation Enhancement - EDQ Additional address fields for optional processing to/from EDQ server Enhanced management & usage of Address/GEO data Improved utilization of GEO data for related assignment, routing, mapping processes and technologies ODQ/IIR v9.5 Certification (existing ODQ users) MASTER DATA MANAGEMENT Certifying ODQ server operates properly with new IIR 9.5 release Maintaining ongoing support for existing ODQ customers AIA MDM PIP Certification (Case Management) MASTER DATA MANAGEMENT Certifying AIA Integration using pre-built MDM PIPs for Public Sector Maintaining ongoing support for existing AIA PIP customers 24

25 What We Are Working on Now Social Profile Data Mastering EDQ Match Server New! SDH X_REF MATCH Contact Contact Social Profiles Social Attributes Social Interactions Adding Social Profile Data to UCM Source Data History, Cross Reference, DeDupe services Unified customer profile mastering, Foundational Capability for supporting/enhancing Oracle (or related vendor ) SRM & Big Data 25

26 What We Are Working On Now Delivering What B2C Companies Are Aspiring To Do: CXM What How Why Deepen the knowledge of customers Communicate with customers as individuals Insight-Driven Personalized Context Sensitive Location Aware Maximize Customer Engagement and Loyalty Profitability and Lifetime value In the channel they live-in Cross-Channel Interactions Competitive Advantage REAL-TIME SCALE HIGH VOLUME 26

27 What We Are Working On Now Intelligent Interactions with Next Best Action Framework Open, Extensible and Configurable workflow-driven integration between Siebel CRM and Oracle RTD Support for a wide range of Recommendation choices not just marketing offers Integrated Response-Action framework Enable cross-channel support for call center, , social, and mobile Copyright , 2012, Oracle and/or and/or its affiliates. its All affiliates. rights reserved. All rights reserved. Confidential Oracle Internal

28 Oracle Enterprise Manager Linux (or) Solaris POS Dashboards ecommerce Social Networks Clientelli ng W e b Mobil e What We Are Working On Now Insight-Driven, Personalized, Context- Sensitive, Location Aware, Cross- Channel Interactions Oracle SRM Siebel In-Memory Next Best Action Engineered System Next Best Action Fmw Campaign Management Loyalty Management Oracle WCS Oracle RTD APPLICATIONS Integrated MDM, Loyalty, Marketing, NBA solutions in an Exa* box EXALYTICS Master Data Management WEB LOGIC SERVER (FUSION MIDDLE WARE) SIEBEL SERVER EXALOGIC ELASTIC CLOUD PLATFORM EXA BUS EXA CONTROL Optimized enterprise performance and faster time to production ORACLE VM Massively scalable real-time customer recognition, reward and recommendations 28

29 Oracle Solution Components Siebel CRM Siebel Campaign Management Siebel Loyalty Management Next Best Action Framework Oracle RTD Siebel Universal Customer Master Multi-Channel Communication Multi-Dimensional Customer Insight Golden Record of Customer Siebel CRM RTD Integration Framework Real-Time Decisions Oracle Engineered Systems 29

30 What We Are Working On Now Real Time Repository Configuration Publishing Ability to Push Repository (srf) Configurations out in real time Increased business, IT agility to respond and evolve environments to changing needs Optimized enterprise performance and faster time to production Reduced application downtime, better supporting global large scale production environment management 30

31 What We Are Working On In The Future New, Improved Data Governance Management Common metrics, KPI, etc. pre-built, accessible in OCH Configurable reporting Easier, more timely access and visibility to data dynamics OCH Best Version 3 rd Party Data Embedded 3 rd Party Reference Repositories Dedicated-but separate reference tables to consolidate licensed data On-site referencing for MDM/DQ match, validate, enhance processes Customer + Prospect, Suspect, MarketPlace data mastering Enterprise Central Source OLTP for licensed data utilization Increased reference data leverage and value, enhanced DQ processing 31

32 What We Are Working On in the Future Embedded EDQ Administration Integration Direct access to EDQ server/functions from OCH View-based Access Control based on user responsibilities Easier, faster, more convenient process administration New, Improved Rules Management Engine Better, more recent, flexible technology Easier deployment and set up More flexibility & depth for sophisticated, evolving uses 32

33 What We Are Working On in the Future Dynamic Best Version Record Genealogy Best Version Record Data Legacy tracking Graphic Dynamic display, representation Better Insight about what makes it THE Best Version Data Assignment Manager for Data Steward Views Extend established Territory Assignment capabilities to include OCH Data Management views, tasks Example: Duplicate, Incomplete Record Resolution Views Increased Data Governance Agility, Data Dispositioning 33

34 Oracle Master Data Management Key Sales Strategy & Takeaways 34

35 Why Dedicated MDM vs. Custom, Data Warehouse Function OLTP (MDM) OLAP (Data Warehouse) Data Collected Customer profile data that evolves over time Name, address, phone number Relationships (employer, household, children) Products and services used Privacy preferences Stores customer profile (from OCH) + transactional data Purchase history Service history Interaction history Purpose Typical Questions Data Flow Operational: Provide unique, complete and correct customer profile to operational applications Is William Smith & Bill Smith Jr. the same person? What is the correct address for Bill Smith? Which products does Bill Smith have? What is the lifetime value of Bill Smith? Bi-directional Read and write Accessed by the operational systems Accesses the business logic layer of the edge application Analytical: Provide consolidated analytical insight regarding customer attributes and historical behavior to users What is the purchasing behavior of this customer segment? What is the average lifetime value of customers in that segment? What other products can we recommend with this profile? One directional, from operational applications to data warehouse Read only Accessed primarily by analytical tools Focus on aggregations and calculations of customer behavior 35

36 1500+ Oracle MDM Customers Across Diverse Industries Communications, Media & Utilities High Technology Manufacturing & Distribution Public Sector Financial Services Retail & CPG Life Sciences and Healthcare Health Administration Corp 36 Travel, Transportation &Hospitality

37 Common Enterprise MDM Strategy Case Summaries Key Objectives: 360 View ; Integration Agility; CX ; Upsell/Cross-sell MDM 360 Foundation (Base) Multi-Channel Single Source of Truth Over 2 Billion objects mastered MDM 360 Foundation + CRM Largest DYI Retailer in the world Over 120 million customer records Integrated CRM, Marketing & MDM Second largest Cruise Line in the world Over 20 million PAX History records Siebel Life Sciences + MDM (OCH Base) 6 month implementation Entire medical industry mastered MDM Foundation for CX & Loyalty Phasing to 40+ million records Hosted on Oracle Private Cloud Siebel Public Sector + MDM (OCH Base) Every Dutch Citizen (~8 million records) All Pension Benefit Cases Managed 37

38 Complete Choice of MDM Deployment Options You Decide How, You Decide What, You Decide When, You Decide Where Modify/Enhance Existing or Upgrade/Build New Tools or Application or Solution Cloud or Hosted or On-Premise 38

39 Oracle MDM Applications COMPLETE SOLUTIONS COMPLETE CHOICE AGILE DEPLOYMENT LOWER OVERALL TCO 39

40 Key Takeaways Customer Experience is a Focus for Oracle and its Customers Siebel is a Key Component of Oracle s CX Product Portfolio Oracle is Committed to Siebel and a Rich Product Roadmap focused on Customer Experience, Industry Innovation and Increased Agility There are Many Opportunities for Customers to Leverage their Investment in Siebel to Solve Business Needs Siebel UCM (Oracle Customer Hub OCH) will continue as a leading innovator serving the MDM community 40

41 Stay Connected With CX & MDM Like Follow Read Watch Learn facebook.com/oraclecustomerexperience twitter.com/oraclecx blogs.oracle.com/mdm youtube.com/oraclecx oracle.com/mdm 41