The Social Business Revolution: How to Get Your Organization On Board Businesses today are moving from merely using social platforms like Facebook and Twitter as broadcasting platforms to really listening, mining and understanding social data to provide better insights about consumers that help deliver a more personalized and engaging customer experience—across the entire enterprise. Social has grown up and is proving its worth across more than just marketing functions, extending its insights and benefits across nearly every aspect of the business. Today organizations must have social woven into fabric of daily business operations from consumer marketing and sales, to service and research, to employee communications and collaboration. Whether interacting with customers on Facebook, Twitter or LinkedIn, leveraging social data for better insights, or giving its employees internal social tools for more efficient communications, a social enterprise keeps social at the core of its business. Join John Nolt, Senior Director Product Management for Oracle Social Cloud, as he illustrates how a successful social business operates and provides critical advice on how to get your organization socially enabled. Hear real-world examples of how businesses today are leveraging social collaboration, channels and data to derive winning strategies and results across not only marketing but service, commerce, sales, product development and more. Presenter: John Nolt, Senior Director Product Management, Oracle Social Cloud A child of the computer age, John Nolt is a Senior Director of product management and leads the team driving development of the Social Marketing and Engagement tools within Oracle's Social Relationship Management application. Prior to joining Oracle, John was Senior Director of product management for Vitrue, a leading provider of social marketing publishing software for global brands and agencies. Vitrue was acquired by Oracle in May 2012. Trained in education, John's career has focused on facilitating communication between consumers and brands, beginning in a call center as a tech support rep for Internet Service Provider MindSpring, to a long span of time as a technical communicator and editor for MindSpring and eventually EarthLink, and then moving into product management for EarthLink and subsequently Vitrue and Oracle.

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2. The Social Business Revolution
John Nolt
Oracle Social Cloud
Senior Director, Product Management
@a1phab3t
Social Media Insider Summit
Lake Tahoe
Friday, August 23, 2013

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St. Peter’s Square, Rome
Mobile, Digital, Social via the Cloud
Technology Changing Everything

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The Age of the Empowered Consumer
Mobile, Social & Connected Across Multiple Platforms
• End of 2013, there will be more
mobile devices than people on Earth
• 72% of online adults use social
networking sites
• 55% of social networking consumption
occurs on mobile devices: 63% of
smartphone users are social
• Social is the No. 1 online activity with
one-fifth of all time spent online social
• More than 50% of the world’s 2.4B
Internet users access a social network
• 75% of Facebook users are outside U.S.
comScore, Pew, Cisco, eMarketer 2013

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The Customer Journey today
can take on more than 500
permutations per persona.
The New & Dynamic Customer Journey

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Social a Transformational Medium
 70% of businesses today use
social technologies and 90%
report seeing a business benefit
 90% of all purchases are
subject to social influence
 20-25%: Projected productivity
lift across workforce due to
social collaboration and sharing
technologies
.
McKinsey & Co., The Social Economy (2012)

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“If you make customers unhappy in
the physical world, they might each
tell six friends. If you make customers
unhappy on the Internet, they can
each tell 6,000.”
Jeff Bezos
Amazon CEO
Empowered Consumers Have Influence

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State of Social Today is Evolving, Shifting…
Social Business is the Future

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Social Data to Listen, Learn & Act
Transforming Social Conversations into Actionable Intelligence
Learn
Route
Respond
Engage
Relevant
Personal
Valuable
Real-time

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Extend Social Across the Enterprise
Social
Networking &
Collaboration
Social
Selling
Social
Marketing
Social
Commerce
Social
Customer
Service
Social HR

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Social to Enhance the Customer Experience
o Enhance customer experience
o Improve consumer engagement
o Provide better service via social
o Better data and insights
o Refine marketing strategies
o Leverage social commerce
o Enhance product development
o Understand market shifts
o Improve visibility into operations
o Identify talent and contributors
o Increase workplace efficiencies
o Drive innovation
Top Social Goal Cited by
Global Executives
Deliver a
Better
Customer
Experience

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Transformation to a Social Business
70% believe that social
business is an opportunity
to fundamentally change
the way their organization
works.
Yet, on a scale of 1-10,
only 10% rated their
company an 8 or above;
50% rated 3 or belowMIT Sloan Management Review Study
2013 Social Business Global

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“Gartner estimates that 80% of social business
projects between now and 2015 will yield
disappointing results because of a lack of
leadership support and a narrow view of social
as just a technology and not a business
driver.”
Gartner Predicts a Social Business #Fail?

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Transformational Change Not Easy or Automatic…

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•“Companies with cross-collaboration
across departments, that take advantage
of disruptive technologies, are the most
successful.”
Collaboration & Technology Are Required

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Embrace Change & Drive Strategy
Across People, Processes & Technologies
Collaborative
Social
Enterprise
People
Technology
Process
Connected
Empowered
Consumer

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• “The evolution of social business doesn’t happen
overnight; its requisite is a realization and cultural
shift around the value that social media affords the
entire organization, across multiple business units
and applications.”
Altimeter
July 2013
Social Business Evolution & Revolution

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Oracle’s Social Business Solution
Embrace, Adapt, Innovate & Succeed
Social
Innovation
& Expertise
CX
Integrations
Oracle
Global
Resources
Unified
Social
Business
Solution
• Social Innovation & Expertise:
Vitrue, Involver & Collective Intellect;
Product Expertise w/ Leadership
• CX Integrations: Social integrations
across the enterprise; Oracle’s legacy
of global CX experience
• Oracle Global Resources: Multi
language, targeting capabilities;
global resources, scalability, security

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Oracle Social Cloud: Key Differentiators
Industry’s Only Unified & Integrated Social Solution
Global Capabilities & Social Expertise
Best-in-Class Social Marketing Capabilities
Leading LSA-powered Listening & Monitoring
Global Languages & Capabilities
Seamless Integration with Oracle CX Portfolio
Social Expertise & Innovation
Oracle Social Cloud

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 Support: Executive Buy-in & Support; Culture of Commitment
 Strategy: Align Social Efforts with Business Objectives & Goals
 Collaboration: Across People, Processes, Technology (CMO & CIO)
 Guidance: Develop Social Guidance and Policies
 Leadership: Assign Social Champions Internally to Lead Charge
 Integration: Integrate Social Across Key Enterprise & CX Areas
 Results: Prove the Results & Showcase the Social Successes
 Education: Learn, Adapt, Refine, Succeed
Oracle’s Eight Social Business Best Practices

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“We shape our tools, and
thereafter our tools
shape us!”
Marshall McLuhan
Philosopher, Intellect & Professor
Social is Transformational…Embrace it.

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