1. Open World 2016 Oracle Loyalty Cloud
CON7161: Next-Generation Loyalty: Turn an Ecommerce Shopper into a Loyal Customer 
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Narayanarao Machiraju
Anil Billapati
Oracle Loyalty Cloud
Confidential – Oracle Restrcited

2. This is a Safe Harbor Front slide, one of two Safe Harbor Statement slides included in this template.
One of the Safe Harbor slides must be used if your presentation covers material affected by Oracle’s Revenue Recognition Policy
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For internal communication, Safe Harbor Statements are not required. However, there is an applicable disclaimer (Exhibit E) that should be used, found in the Oracle Revenue Recognition Policy for Future Product Communications. Copy and paste this link into a web browser, to find out more information.  
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Confidential – Oracle Restrcited

3. Presenters Narayanarao Machiraju Product Management Director, Oracle
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Narayanarao Machiraju
Product Management Director, Oracle
Anil Billapati
Director, Software Development, Oracle
Confidential – Oracle Restrcited

4. Program Agenda 1
Why Loyalty Loyalty Program Challenges Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

5. Program Agenda 1
Why Loyalty Loyalty Program Challenges Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

6. “
But loyalty is really important. – In fact Forrester says that Loyalty is “mission critical”.
As brands can no longer compete on price, range or service – these things have all peaked – what’s left? Customer relationships. They are the only remaining source of competitive advantage – making earning customer loyalty mission critical and an important point of focus for everyone in your business.
Customer relationships are now the only remaining source of competitive advantage, which makes earning customer loyalty mission-critical in the age of the customer. — ”
Source: The Forrester Wave™: Customer Loyalty Solutions For Midsize Organizations, Q1 2016

7. Loyalty Schemes Are Highly Rewarding
…more likely to speak highly of your brand
10%
13% 9%
11%
15%
14%
…more likely to stay as customers for long periods
…more likely to buy additional products and services
Loyalty scheme members are…
Airlines
Retail
Hotels
Car Rental
The obvious way of improving customer loyalty is through a loyalty program. According to Forrester loyalty program members across industries are more likely to speak highly of your brand – advocacy of this nature is a highly regarded measure of loyalty – they are more likely to stay customers for longer periods, thereby improving your customer lifecycles. A study by Bain & Company found increasing customer retention by 5% can increase profits by up to 95% - a loyalty scheme can play a major part in this uplift in profit. Because loyalty scheme members spend significantly more too - 30% more with traditional retailers than other shoppers.
Members feel more connected with the brand, they’re more likely to recommend – which can also help with customer acqusition, and are great brand advocate. 4%
…and they also spend over 30% more with traditional retailers (those with physical stores) than other shoppers.
Source: Forrester, Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores, August 7, 2015

8. 1 4 7 2 5 8 3 6 9 Top 9 Objectives for Loyalty Schemes
Retain Existing Customers
Improve Share of Wallet
Improve Customer Profitability 2 5 8
So it’s no surprise that 80% of decision-makers at large organisations have set customer loyalty as their top marketing priority for the coming 12 months.
The main objectives of their loylaty strategies are shown here – most importantly they want to retain existing customers.
However, The technology infrastructure driving many customer loyalty initiatives has become increasingly complex. They can take months to deploy, day to day management and making changes to loyalty schemes can be onerous – most often loyalty schemes are complex and the heavy IT infrastructure requires huge amounts of attention and resource to keep running. It means brands are compromising o focusing where it counts, on the customer experience.
Source:
Increase Customer Advocacy
Customer Engagement
Customer Acquisition 3 6 9
Gain Customer Insight
Improve Customer Lifetime Value
Enable Interaction

9. Program Agenda 1
Why Loyalty Loyalty Program Challenges Introducing Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

10. US Loyalty Membership Growth
Competition For Loyal Customers is Intensifying
2012
2014
US Loyalty Membership Growth
2.6bn
3.3bn
26%
increase in loyalty members enrolled in US schemes in the space of 2 just years
At the same time, competition for loyal customers is intensifying.
For example, it is estimated that there are over three billion loyalty program memberships in the US- with the average US household participating in 29 programs. And membership growth shows no sign of slowing – it’s up 26% in just two years. That is a lot to compete with.
More than that, approximately 58% of those memberships were inactive – i.e. they had no engagement with the brand or loyalty scheme within a 12 month period.
The issue is that loyalty programs are common and have therefore become commoditized. Consumers may join programs of brands they like, but they limit their participation to only a few programs that offer them relevant rewards and that keep them engaged with the right interactions, in the right place at the right time.
2010
2012
2014
46%
Number of members engaging with loyalty schemes is decreasing year on year
ACTIVE PARTICIPATION
44%
42%
Source: The 2015 COLLOQUY Loyalty Census

11. What are the greatest challenges facing your customer loyalty program/incentive today?
Maintaining a high perceived value of our loyalty program
40%
Personalizing offers, content, and experiences based on behavior
40%
The State Of Loyalty Strategies 2016
April 7, 2016
Ensuring member awareness/understanding of our loyalty program and its benefits
38%
Forrester:
The State Of Loyalty Strategies 2016
April 7, 2016
Differentiating our loyalty program from our competitors
28%
Measuring the ROI of our customer loyalty program
28%

12. Leading reasons that social media users worldwide express negative sentiment toward loyalty programs, Dec 2014
% of social media conversations analyzed
44%
Lack of reward relevance, flexibility and value
Lack of seamless multichannel experience
33%
17%
Customer Service issues
Note: based on analysis of consumer opinions expressed via 40,000 social media conversations
Source: Capgemini, “Fixing the Cracks: Reinventing Loyalty Programs for the Digital Age,” March 26, 2015
COPYRIGHT © 2016 ORACLE AND/OR ITS AFFILIATES. ALL RIGHTS RESERVED.

13. 80% IT Challenges Siloed Communications Fragmented Systems
Data Integrity Issues
High cost and complexity of Setting up Loyalty Programs
80%
of today’s consumers fail to receive a tailored, consistence experience across channels
But the reality of a fragmented, convoluted marketecture is killing midsized firms. They’re dealing with a grand disconnect -- the challenges of “managing it all” – data, vendors, platforms, bridging it all together. And consumers feel the pain of your siloed systems & teams.
Today’s commerce and marketing teams share a similar challenge: Drive revenue through their e- commerce channel, meanwhile also delivering a consistent and relevant customer experience across all touch points.
Too often, however, a lack of coordination between people, processes, and technology fails to provide the optimized buying experience expected by today’s modern customers. Marketing campaigns and offers are often sent out without the benefit of up-to-date customer purchase history from the commerce platform, or the commerce experience fails to utilize known customer interest or preference data.
According to research from Accenture, nearly 80% of today’s consumers fail to get a tailored, consistent experience across channels. In addition, statistics show that 68% of online shoppers with items placed in their online shopping cart will abandon before the transaction is finalized, and this number is rising each year. Many of these customers will ultimately buy from competitors. -

14. Program Agenda 1
Why Loyalty Loyalty Program Challenges Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

15. Powerful. Innovative. Unified. Coming Soon! Oracle Loyalty Cloud
The most powerful, truly scalable loyalty platform in the cloud.
Innovate with at the speed of business with intuitive tools and simplified management.
Deliver amazing unified experiences across channels, with everything you need in one place on an open platform.

16. Powerful. Not All Clouds Are Created Equal.
Trust the reliant, scalable Oracle Cloud with:
Uptime: 99.9% SLA.
PCI compliance.
Cloud services simplified: Leverage and build on Oracle’s DaaS, IaaS, PaaS infrastructure to simplify your IT footprint.
Leverage the unmatched scale and infrastructure of Oracle Cloud.
Too often we hear that other vendors have performance issues.
We protect the performance of all loylaty interactions with the massive infrastructure of Oracle.
We worry about performance, compliance – so you can focus on growing your business.
Take advantage of the Oracle fabric – Daas, Iaas, Paas and the Saas apps portfolio to simplify your IT footprint and reduce costs.
Reducing TCO – do it with OpEx budget.
Let us deal with the details.
Allows IT to focus on something other than servers. Relieves pressure of security, etc.

17. Innovative.
Transform your business with the unrivaled development expertise and R&D from Loyalty Cloud.
Move faster with tooling built for the modern business user and the modern developer.
Stay ahead with continuous enhancement of APIs, features, and integrations to other applications.

18. Unified.
Engage, reward and recognize loyalty members with personalized interactions throughout their lifecycle.
Simplify your IT footprint with a proven partner: add applications and cloud services as needs evolve.
Enhance your entire business with the complete Oracle CX Cloud Platform.
According to research from Accenture, nearly 80% of today’s consumers fail to get a tailored, consistent experience across channels.
That’s because offering a joined up experience across channels through integrating with systems like analytics, campaign management, and point of sale is hard and expensive, and takes a long time – but loyalty program success relies on it.
That’s why all our major Loyalty process flows available through REST APIs
Membership: Enrollment, Referral, Search Inquiry
Accrual: Creation, Processing
Redemption: Creation, Credit Check, Processing
Voucher: Inquiry, Usage, Status Change
All major Loyalty Objects accessible through Integration Cloud Services (ICS)
We also offer a marketplace with pre-integrated extensions to take away the headache and the cost of offering a truly unified customer experience. Let loyalty be the customer interaction glue for your channels.

19. The First Truly Scalable Loyalty Platform in the Cloud
ORACLE LOYALTY CLOUD
The First Truly Scalable Loyalty Platform in the Cloud
Rapid Loyalty Program Deployment and Simplified Usability
Easy Enrollment, Referral and Membership Management
The most powerful, enterprise grade self service loyalty management platform available on the market
Easy to Use for staff - and automated - automatic point accrual and point .
Business User friendly and Innovative Promotions Management
Simplified Tier Management
Integration Ready with REST APIs and Extensible

20. INTEGRATION & EXTENSIBILITY
The Proven Features of Oracle Loyalty Cloud
Everything You’d Expect from a Loyalty Platform, and more…
Manage multiple programs from a single environment
Point types to suit all needs
Intuitive tier management
Programs to suit all industries
Flexible program set-up options
Support multiple program partners
PROGRAM
MANAGEMENT
Complete support to the individual membership
360 degree Member Insight
Enrollment and Referral
Bulk Membership Processing
MEMBERSHIP
MANAGEMENT
PROMOTIONS
MANAGEMENT
Flexible promotion management with an intuitive drag and drop interface
Business User Friendly
Unlimited Innovation using Oracle Business Rules Engine
Real Time Accrual Processing
Credit Check
Redemption Processing
Voucher Inquiry
Member Enrollment
Member Inquiry
REAL TIME ENGINE
Open API’s
ICS adaptor
Extensibility Framework
Plug-in assets in the Cloud Marketplace
INTEGRATION & EXTENSIBILITY
Everything you’d expect from a loyalty platform and more

21. Loyalty REST APIs and Integration Cloud Services (ICS)
Integration Ready
Loyalty REST APIs and Integration Cloud Services (ICS)
Integration Ready
All major Loyalty process flows available through REST APIs
Membership: Enrollment, Referral, Search Inquiry
Accrual: Creation, Processing
Redemption: Creation, Credit Check, Processing
Voucher: Inquiry, Usage, Status Change
All major Loyalty Objects accessible through Integration Cloud Services (ICS)

22. Everything You Need in One Place
CX Industry Solutions
CX Cloud Apps
As your needs grow and evolve further, we have other applications in the Oracle CX family that can create a truly engaging customer experience that drives more revenue and loyalty. We have best-in-class , marketing, service, social listening, commerce, and CPQ and sales automation applications– that can take advantage of the unified platform and infrastructure.
Family feel for all the application UIs
A la carte selection of the right business applications to grow your business
Integration and Platform services that allow you to combine and extend on prem, cloud solutions and third party technologies
We are making it easy to buy, use and deploy.
Marketing
Commerce
Service
CPQ
Sales
Social
Marketplace
Loyalty
Unified CX Platform
Data Management
Analytics & Data Visualization
Application Development
Content & Collaboration
Process & Integration
Identity & Security

23. 1 4 7 2 5 8 3 6 9 Meet Your Business Objectives With Loyalty Cloud
Retain Existing Customers
Improve Share of Wallet
Improve Customer Profitability 2 5 8
So it’s no surprise that 80% of decision-makers at large organisations have set customer loyalty as their top marketing priority for the coming 12 months.
The main objectives of their loylaty strategies are shown here – most importantly they want to retain existing customers.
However, The technology infrastructure driving many customer loyalty initiatives has become increasingly complex. They can take months to deploy, day to day management and making changes to loyalty schemes can be onerous – most often loyalty schemes are complex and the heavy IT infrastructure requires huge amounts of attention and resource to keep running. It means brands are compromising o focusing where it counts, on the customer experience.
Source:
Increase Customer Advocacy
Customer Engagement
Customer Acquisition 3 6 9
Gain Customer Insight
Improve Customer Lifetime Value
Enable Interaction

24. Program Agenda 1
Why Loyalty Loyalty Program Challenges Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

25. Oracle Loyalty Cloud Roadmap
Everything you’d expect from a loyalty platform and more
Features
Loyalty Batch Engine
Corporate Membership
Order Based Promotions
Enrollment promotions
Basic Tier Assessment
Loyalty Analytics
Integrations
Cloud Commerce (Loyalty Member Portal)
B2C Cloud Marketing Integration
R13
+ 6 months
Features
Complex Tier Models
Household Membership
Partner Management
Theme based Promotions
Integrations
Call Center Integration
R13
+ 9 months
R13
+ 12 months
Features
Redemption Catalog
Partner Billing
Integrations
Partner Portal
Features
Social Loyalty
Gamification
Integrations
Oracle POS Integration
SRM Integration
R13
+ 15 months
Everything you’d expect from a loyalty platform and more

26. Program Agenda 1
Why Loyalty Loyalty Program Challenges Oracle Loyalty Cloud Roadmap Demo 2 3 4 5
Confidential – Oracle Restrcited

27. Customer Loyalty: Use Case Flow
Program Management
Loyalty Promotions
Loyalty
Member Enrollment
Loyalty
Accrual Transaction
Loyalty
Redemption Transactions
Program Setup
Point Type
Tiers
Partners
Loyalty Attributes
Redemption
products
Enrollment Promotion
Point per Dollar
First Purchase Bonus
Spend based Upgrade
Mobile Enrollment
Member Attributes
Member Accrual Transaction
Transaction Attributes
Mobile Redemption
Point Updates
Confidential – Oracle Internal

28. Oracle Loyalty Cloud Demo

29. Questions ? Narayanarao Machiraju Product Management Director, Oracle
This is a Remote Speaker Picture slide ideal for including a picture with the speaker’s name and title and company.
To Replace the Picture on this sample slide (this applies to all slides in this template that contain replaceable pictures)
Select the sample picture and press Delete. Click the icon inside the shape to open the Insert Picture dialog box. Navigate to the location where the picture is stored, select desired picture and click on the Insert button to fit the image proportionally within the shape.
Note: Do not right-click the image to change the picture inside the picture placeholder. This will change the frame size of the picture placeholder. Instead, follow the steps outlined above.
Narayanarao Machiraju
Product Management Director, Oracle
Anil Billapati
Director, Software Development, Oracle
Confidential – Oracle Restrcited

30. This is a Safe Harbor Front slide, one of two Safe Harbor Statement slides included in this template.
One of the Safe Harbor slides must be used if your presentation covers material affected by Oracle’s Revenue Recognition Policy
To learn more about this policy,
For internal communication, Safe Harbor Statements are not required. However, there is an applicable disclaimer (Exhibit E) that should be used, found in the Oracle Revenue Recognition Policy for Future Product Communications. Copy and paste this link into a web browser, to find out more information.  
For all external communications such as press release, roadmaps, PowerPoint presentations, Safe Harbor Statements are required. You can refer to the link mentioned above to find out additional information/disclaimers required depending on your audience.
Confidential – Oracle Restrcited

31. Q/A slide
Confidential – Oracle Internal/Restricted/Highly Restricted