1. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 1

2. Building on the Customer Experience Reza Parang Senior Product Manager, Oracle Social Cloud @RezaParang July 22-25, 2013 #OOW13 Oracle Open World Shanghai

3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 3 Safe Harbor Statements The preceding 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.

4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 4 “There is only one boss. The customer. And he can fire everybody in the company, simply by spending his money somewhere else.” Sam Walton Founder of Walmart The Customer Experience a Timeless Business Priority

5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 5 “If you build a great customer experience, customers tell each other about that. Word of mouth is very powerful.” Jeff Bezos Amazon CEO The Customer Experience a Timeless Business Priority

6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 6 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. Technology Changing Everything Mobile, Digital, Social via the Cloud

7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 7 Asia: A Few Digital Facts & Figures 4.2 billion: Total population of Asia 1.1 billion: Estimated Internet population 847 million : Estimated social media users 3.1 billion: Estimated mobile subscribers 300M: Estimated WeChat users 120M : Estimated Line users Source: United Nations; We Are Social (2012 & 2013 60% of Internet Users in Asia use Social Media to Inform Purchase Decisions.

8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 8 China: The Largest Internet, Social & Mobile Population on Earth… and Growing 1.35 billion: Total population of China 570 million: Estimated Internet population 547 million : Estimated social media users 420 million: Estimated mobile web users 20.5 hours: Avg. time spent online weekly Source: China Internet Network Information Center, January 2013

9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 9 China’s Connected Consumer Mobile, Social & Connected Across Multiple Platforms 58% of smartphone users browse social; compared to 43% in U.S. 74.5% of China netizens access the Internet via a mobile device $4B spent online for “Singles Day”; compared to $1.5B for U.S. Cyber Monday More than 80% of Chinese social media users have more than one social account. Sources: Incitez and China Internet Network Information Center (CNNIC).

10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 10 Emerging Rural & Middle Class Driving Digital In 2012, 50% of new Internet users were from rural areas, and smartphones are their primary online access. 97% of middle class now own a smartphone. Sources: Mintel (July 2012); China Internet Network Information Center (2013)

11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 11 Customer Conversations Happening on Social In 2011, 61% of Chinese social media users admitted to making a purchase decision because of a digital marketing campaign 89% of China’s online users access a Weibo service. 66% of Chinese social media users follow brands. Average follow 6.7 brands. 60% social sharing in China went up 60% in 2012 Sources: InSites Consulting, Synthesio, China Internet Watch, Resoance.

12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 12 Empowered Consumers are Making Voices Heard 75%+ posted a negative comment on a social networking site after a poor customer experience 89% of consumers will begin doing business with a competitor following a bad customer experience 53 people is the average number of people a social user will tell about a poor customer experience * Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship

13. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 13 Consumerization has affected our business. Mass mediaInternet / 1:1Social/Mobile Customer Power and Choice Company Power and Voice CUSTOMERS TAKE CONTROL 1% of consumers feel that their expectations for a good experience are met 86% of consumers will pay more for a better customer experience 89% of consumers switched to a competitor after a poor experience Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive.

14. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 14 Fundamental Shift From Transaction to Engagement The Consumer is Now in Control, so the Business Must Change Yesterday Today & Tomorrow Fans and Followers Single Channel One-off Execution Opportunistic Monitoring Engagement and Brand Building Multiple Social Media Sites Centralized Management Return on Investment Actionable Pure Signal

15. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 15 Social Web Contact Center Mobile Social Mobile Web Contact Center How to Understand & Connect the Dots?

16. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 16 Unified Social Business Solution Socially Enabling the Enterprise to Maximize the Customer Experience A Solution?

17. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 17 Social Grew Up in Marketing Departments… …but requires integration Across the Enterprise Image: MeritusMedia, design by 21toWinMedia

18. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 18 “By 2017 the CMO will spend more on IT than the CIO.” An Eye-Catching Study Emerges

19. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 19 “Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.” Collaboration & Technology is Key

20. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 20 Embrace Change & Strategic Collaboration Across People, Processes & Technologies Collaborative Social Enterprise People Technology Process Connected Empowered Consumer

21. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 21 Social Can Enhance the Consumer Experience Listen: Understand consumer intentions Engage: Reach customers and respond real-time through the channels of customer’s choice Learn: Create better marketing campaigns, products and services with instantaneous customer feedback Measure: Enable intelligence driven decision making Improve: Refine and adjust customer strategies Social is ALWAYS ON

22. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 22 Social Part of the Fabric of the Enterprise Socially Enable Your Enterprise Social Powers Your Customer Relations

23. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 23 Oracle’s Innovation Agenda Embrace, Adapt, Innovate & Succeed Social Innovation & Expertise Enterprise Integrations Oracle Cloud Platform Unified Social Business Solution Social Innovation & Expertise: Vitrue, Involver & Collective Intellect; Product Expertise w/ Leadership Enterprise Integrations: Social integrations across the enterprise; Oracle’s legacy of global CX experience Oracle Cloud Platform: Ease of deployment, reliability, scalability and security

24. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 24 Oracle Social Cloud: The Products Social Data Social Network Social Marketing Social Engagement & Monitoring Comprehensive & Unified Social Business Solutions Social Engagement & Monitoring: Industry- leading social listening, monitoring and engagement product. (Now part of unified SRM.) Social Marketing: Powerful publishing, content creation and analytics capabilities to build brands and consumer relations on social. (Now part of unified SRM.) Social Network: Secure internal network for superior sharing and collaboration capabilities for better employee efficiencies. Social Data: Aggregated data gathering and analyzing capabilities for holistic, actionable insights.(Coming Soon) Social Relationship Management (SRM)

25. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 25 Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Global Capabilities & Social Expertise Best-in-Class Social Marketing Capabilities Leading Listening, Engagement and Routing Purpose Driven, Internal Social Collaboration Seamless Integration with Oracle Enterprise Portfolio Global Capabilities, Customers & Social Expertise Social Relationship Management

26. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 26 Interacting with Today’s Connected Consumer Listening & Monitoring Technology Solutions

27. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 27 The Social Conversation is Happening LISTEN LEARN ENGAGE RESPOND Leverage Real-Time Insights for Actions

28. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 28 Oracle Social Cloud: Signal from Noise Transforming Social Conversations into Actionable Intelligence Oracle Social Engage Relevant Personal Valuable Real-time

29. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 29 Data Source Support & Partners  Global feeds of social media and news data from over 40 million sites  Social networks, blogs, video sharing, forums, news, and review sites  Full content captured, not just summary information  Tencent  Facebook  Twitter  Google+  MySpace  YouTube  FriendFeed  LinkedIn Answers  Wordpress  Blogger * Language specific support coming soon  Yahoo Answers  Feedburner  ePinions  Yelp  Cnet  CNN  BBC  Baidu*  Doctissimo*  Reclameaqui* DATA

30. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 30 Oracle Social: Leading Listening Technology  Signal Detection & Processing  Actionable & Routable  Integrated Listening w/ Response  Enhanced Analytics  Rapidly Expanding Data Partners including Tencent; soon Sina Weibo and Renren

31. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 31 Oracle Social Demo Listening Technologies

32. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 32 Oracle Social: Service Integration Social customer support request routing Social Engagement & Monitoring Oracle Service Oracle Service Support Response Social Message RightNow Siebel Service CRM-OD Service Community Managers create Service Requests from social messages. What it is Communicate with customers where they are, leverage backoffice systems and processes. Why it Matters

33. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 33 Oracle Social: Marketing Integration FOR INTERNAL USE ONLY, DO NOT DISTRIBUTE Leverage digital body language in Social Mkt Capture leads and send to Marketing Share Campaign IDs What it is Why it Matters Serve dynamic content based on user segmentation. Capture more leads Measure and Target cross-channel Social Marketing Social Engagement & Monitoring Marketing User Profile Data Campaign & Analytics Social Leads Siebel CRM Fusion CRM CRMOD Eloqua

34. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 34 Real World Socially Enhanced Customer Experiences Listen, Learn & React for Better Customer Experiences Be Global & Act Local Create Unique, Engaging Customer Content

35. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 35 Oracle Social Customers  Global Customers; Diverse Markets: o CPG o Media o QSR/Restaurant o Technology o Financial o Resort/Hotel o Beverage o Retail

36. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 36 Social. Exceed Your Customers Expectations.

37. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 37

38. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 38