甲骨文 CX Unity 产品介绍

Copyright © 2019 Oracle and/or its affiliates.

 What is CX Unity?

CUSTOMER DATA AI DRIVEN

INPUTS ENGAGEMENT SYSTEMS

Marketing
Responsys
Sales

Commerce
CX UNITY BlueKai DMP

Eloqua
1st Service
Party
Maxymiser
Customer Master
Unify Enrich Segment Analyze Engage
Digital Streams Commerce

POS/ERP/SCM Sales

Data Cloud Service

2nd
& 3rd Data Fox Real Time API
Party (Your AI driven
engagement system)
Data Partners

Copyright © 2019 Oracle and/or its affiliates.

Delivering True Customer Understanding

Demographic &
Firmographic Data Transactional Data Behavioral Data

Data that is meant to Data that represents some action Data from digital interactions that
describe or identify that individual that company took the customer has taken
or company for the customer
• Customer/Company Name • Customer Sales Order • Commerce home page visit
• Phone Numbers • Quotes and Opportunities • Clicks a product category
• Email addresses • Service Incident • Clicks product details
• Customer sentiment • Field Service Request • Reads an article
• Birthday • Sent email from a campaign • Browses FAQs
• Preferences (cookie consent, opt in) • Called an agent • Reads KB article
• Interests • Chatted with an agent • Product Search
• Loyalty tier • An order is shipped to the customer • Logged into mobile app
• Customer value • Service Agreement • Posts on Social Media

Copyright © 2019 Oracle and/or its affiliates.

A Customer Intelligence Platform embedded within Oracle CX Cloud, must deliver:

Data-first Approach Real-time Activation

1 Centered on Customer 2 Intelligence at Scale 3 of CX

Connected Comprehensive Pre-integrated with CX

Customer Profile Customer Intelligence Cloud

Integrating online, offline and 3rd party Applying machine Activating the intelligence by connecting with
data sources into a single view of your learning for modeling, predicting and marketing, sales and service to orchestrate the
customer prescribing the optimal audience next best experience across the entire customer
journey

Enabling CX professionals to deliver contextually aware, real-time, and

hyper-personalized experiences with intelligence across the entire customer journey

Copyright © 2019 Oracle and/or its affiliates.

CX Unity
Product Demo

Copyright © 2019 Oracle and/or its affiliates.

 Data Schema
Preview the Data Schema for Online Retail. You can always customize it later. Continue

Categories Profile Behavioral Transactional Product Other

First Name
Data Objects Customer 47 Event 63 Order 26 Product 28 Organization 22

Middle Name
Last Name
Customer Gr.. 14 Incident 30 Order Item 56 Product Cat.. 19 Group 13

Suffix

Address 43
Prefix Campaign 20 Associate 16 Category 19 Currency 14

Birth Date

Social Identity 16
Birth Month Launch 17 Subscription 21 Geography 15

Birth Day

Customer Associate
17 Birth Year Message 20

Age
Email Promotion 24

Alternate Emails
Phone Social Engag,, 29

Mobile Phone
Alternate Phones
Gender
Age
City
Zip
 Data Schema View Changes Publish

Profile Behavioral Transactional Product Other

Data Objects + Attributes in Event +

Event 63 Attribute Name Column Name Description Data Type Density %Change Trend
A single action taken by customer. Example:
liking a review, viewing a video

Create Ingestion Job URL _URL URL that is sent in the message String

Medium _Medium Channel – Email/SMS/Social/PPC… String

Incident 30

¯
A support event focused on support interaction
with customers.
Source _Source SMS Campaign/Newsletter/Promo… String

Create Ingestion Job

User Agent _User_Agent User device/browser version String

Campaign 20
Event TS _Event_TS Date when the event was captured Timestamp

¯ A marketing campaign that can represent

Different marketing execution effort.
Cookie _Cookie Cookie that is responsible for web act… String
Create Ingestion Job

Source ID _Source_ID Unique identifier for the source String

Launch 17

¯
An instance of campaign. Used mostly to track Tenant ID _Tenant_ID Unique identifier for the tenant String
Statistics and behavior connected to launch.

Create Ingestion Job Type _Type Send/Click/Bounce/Opted out… String

Sub Type _Sub_Type Hard bounce / Soft bounce String

Message 20

¯ Content that a customer sees.

Status _Status Failed/Success String

Create Ingestion Job

Status Reason _Status_Reason Fail reason: Bounce reason/Forward... String

Promotion 24
Product ID _Product_ID Foreign key to the product table String
¯
A marketing promotion that can be tied to a
Purchase, campaign or similar entity.

Create Ingestion Job Promotion ID _Promotion_ID Foreign key to the promotion table String
 Data Schema View Changes Publish

Profile Behavioral Transactional Product Other

Data Objects + Attributes in Order +

Order 26 Attribute Name Column Name Description Data Type Density %Change Trend
The Purchase of one or more products,
services or subscription.

Create Ingestion Job Cost Total _Cost_Total Cost Price Decimal

Discount Total _Discount_Total Discount Price (including order items) Decimal

Order Item 56

¯ The line item for an order that can track data

such as product, price or tax. Tax Total _Tax_Total Tax Price (including all order items) Decimal

Create Ingestion Job

Sub Total _Sub_Total Total Price(including all order items) Decimal

Associate 16
Total _Total Total + Tax – Discount Price Decimal

¯ The salesperson selling a product or service.

Quantity _Quantity Number of items purchased Integer

Create Ingestion Job

Currency _Currency Currency used in the order String

Award Total _Award_Total Balance of an award at the time of ac… Decimal

Order Entry TS _Order_Entry_TS Order is initiated Timestamp

Completed TS _Completed_TS Time order is completed Timestamp

Source ID _Source_ID Unique identifier for the source String

Tenant ID _Tenant_ID Unique identifier for the tenant String

Customer ID _Customer_ID Foreign key to the customer table String

Created By _Created_By User responsible for creating the table… String

 Master Entity
See how we help you merge duplicate customers using our data science algorithms

32 45,672,321
8
Deduplication
criteria
41,232,730

Customer Data Sources Records Ingested Identity Resolution Unique Records

5 67,215
5
Deduplication
criteria
64.301

Product Data Sources Records Ingested Identity Resolution Unique Records

6 25,00,239
7
Deduplication
criteria
21,98,110

Account Data Sources Records Ingested Identity Resolution Unique Records

 Master Entity
See how we help you merge duplicate customers using our data science algorithms

32 45,672,321
8
Deduplication
criteria
41,232,730

Customer Data Sources Records Ingested Identity Resolution Unique Records

Deduplication Rules +
Rule Description Status Rule ID Attributes Used Last updated

Last Name exact match

Rule_1220519 Customer, Order…3 more By John Smith
Email fuzzy match

Address close match Customer, Event…2 more

Rule_145986 By Michael S...
Latest registration date

Last Name exact match

Rule_122054 Customer, Order…3 more By John Smith
Email exact match

Address close match Customer, Event…2 more

Rule_145863 By Michael S...
Recent registration date
New Winter Apparel Sale Save

Smart Data My Data

Any Include customers that meet

any of these conditions My Data

Customer

- Browse your entire schema

Create enclosure Create Exclusion
Marketing Permissions Density
- Pick and choose Attributes for
segmentation OkToEmail 98%
- Powerful type ahead search
OkToText 84%
capability
OkToNotify 50%

OkToCall 44%

OkToMail 25%

Customer Name

Date of Birth

Demographics

Loyalty Info

Messaging Preferences

Profile Attributes

Registration Details

Event

Incident

Launch

Product
New Winter Apparel Sale Save

Smart Data My Data

Any Include customers that meet

any of these conditions Smart Data

Intelligent Attributes

Create enclosure Create Exclusion

- Derived intelligence from your Persona
Title Density
data
- Data science and machine learnt Engagement
Segments Index 98%
- Computed behavioral signals for
Number of Returns 97%
your industry
Data Enrichment
Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Purchase Consistency 89%

Recency 89%
New Winter Apparel Sale Save

Smart Data My Data

Any Include customers that meet

any of these conditions

Intelligent Attributes

Create enclosure Create Intelligent

Exclusion Attributes

Title Density

Engagement Index 98%

Number of Returns 97%

Predictive Lifetime Value (CLV) 98%

Product Interest 92%

- Out of the box
Purchase Consistency 89%
- Computed transactional and
Recency 89%
behavioral scores
- For each customer profile
- Extensible
Persona

Segments
Title Count

About to churn
Data Enrichment 1,050,100

Bargain Hunter 10,872,300

Champions 570,000

Premium Shoppers 10,675,000

Tech dads 23,041,000

Window Shoppers 907,234

New Winter Apparel Sale Save

Smart Data My Data

Any Include customers that meet

any of these conditions

Intelligent Attributes

Create enclosure Create Exclusion

Persona
Personas Title Density

Engagement Index 98%

Title Count
Number of Returns 97%
About to churn 1,050,100
Predictive Lifetime Value (CLV) 98%
Bargain Hunter 10,872,300
Product Interest 92%
- Out of the box Champions 570,000
Purchase Consistency 89%
- Pre created segments targeting Premium Shoppers 10,675,000
Recency 89%
interesting behaviors
Tech dads 23,041,000
- Extensible
Window Shoppers 907,234

Segments

Data Enrichment

Title Density

Fashionistas 98%

Fine Jewelry 84%

New Winter Apparel Sale Save

Smart Data My Data

Any Include customers that meet

any of these conditions

Intelligent Attributes

Create enclosure Create Exclusion

Persona

Segments
Title Count

About to churn 1,050,100

Data Enrichment
Segments & Templates Count
Bargain Hunter 10,872,300
About to churn 1,020,721
Champions 570,000
Data Enrichment Title Density
Fitness buyers Template
Premium Shoppers 10,675,000
Fashionistas 98%
Loyal Shoppers with High LTV 53,819
Tech dads 23,041,000
Fine Jewelry 84%
Opted out of all channels 2,301,340
Window Shoppers 907,234
- Attributes from third party Fishing
States with Retail Presence
50%
Template
service providers of your choice Fit retention
moms 44%
Q4 20,654
- Out of the box integration with
Fitness buyers 25%
Oracle Data Cloud
Flowers 98%
New Winter Apparel Sale Save

Smart Data My Data

All Include customers that meet

any of these conditions

Template

States with Retail Presence States with multiple retail locations

Intelligent Attributes

Address
Persona
State Matches CA NY MA OR WA 30,124,677

Segments
Title Count

About to churn 1,050,100

Segments & Templates Count
Create enclosure Create Exclusion
Bargain Hunter 10,872,300
About to churn 1,020,721
Champions 570,000

Fitness buyers Template

Premium Shoppers 10,675,000
Loyal Shoppers with High LTV 53,819
Tech dads 23,041,000
Opted out of all channels 2,301,340
Window Shoppers 907,234

States with Retail Presence Template

Q4 retention 20,654

Data Enrichment

Title Density

Fashionistas 98%

Fine Jewelry 84%

New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 30,124,677
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Persona

Any Include customers that meet

all of these conditions Title Count

About to churn 1,050,100

Premium Shoppers 4,501,337
Bargain Hunter 10,872,300

Champions 570,000

Premium Shoppers 4,501,337

Create enclosure Create Exclusion
Tech dads 23,041,000

Window Shoppers 907,234

Segments

Data Enrichment

Title Density

Fashionistas 98%

Fine Jewelry 84%

New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 5,947,005
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Persona
Title Density

Any Include customers that meet Segments Index

Engagement 98%
all of these conditions Title Count
Number of Returns 97%
Personas
About to churn 1,050,100
Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive
Segments & Lifetime Value (CLV)
Templates 98%
Count
Bargain Hunter 10,872,300
Product
About to Interest
churn 92%
1,020,721
Segment
Champions 570,000
Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase
Fitness Consistency
buyers 89%
Template
Premium Shoppers 10,675,000
Recency
Loyal Shoppers with High LTV 89%
2,412,501
Tech dads 23,041,000
Opted out of all channels 2,301,340
Window Shoppers 907,234

States with Retail Presence Template

Create enclosure Create Exclusion
Q4 retention 20,654

Data Enrichment

Title Density

Fashionistas 98%

Fine Jewelry 84%

New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 7,832,651
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Title Density

Any Include customers that meet Engagement Index 98%

all of these conditions
Number of Returns 97%
Personas

Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Segment

Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase Consistency 89%

Recency 89%
Intelligent Attribute

Number of Returns Select band In the past 6 months 1,469,023

Persona

Title
Segments Count

Create enclosure Create Exclusion

About to churn 1,050,100
Data Enrichment
Bargain
SegmentsHunter
& Templates 10,872,300
Count

Champions 570,000
About to churn 1,020,721
Title
Premium Shoppers Density
10,675,000
Fitness buyers Template

Fashionistas
Tech dads 98%
23,041,000
Loyal Shoppers with High LTV 53,819

Window
Fine Shoppers
Jewelry 907,234
84%
Opted out of all channels 2,301,340

Fishing 50%
New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 7,832,651
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Title Density

Any Include customers that meet Engagement Index 98%

all of these conditions
Number of Returns 97%
Personas

Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Segment

Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase Consistency 89%

Recency 89%
Intelligent Attribute

Number of Returns Select band In the past 6 months 1,469,023

Persona
Highest 75%-100% |

High 51%-74% |
Title
Segments Count
Average 31%-50% |

Create enclosure Low 11%-30% | Create Exclusion

About to churn 1,050,100
Lowest 0%-10% |
Data Enrichment
Bargain
SegmentsHunter
& Templates 10,872,300
Count

Champions 570,000
About to churn 1,020,721
Title
Premium Shoppers Density
10,675,000
Fitness buyers Template

Fashionistas
Tech dads 98%
23,041,000
Loyal Shoppers with High LTV 53,819

Window
Fine Shoppers
Jewelry 907,234
84%
Opted out of all channels 2,301,340

Fishing 50%
New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 7,832,651
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Title Density

Any Include customers that meet Engagement Index 98%

all of these conditions
Number of Returns 97%
Personas

Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Segment

Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase Consistency 89%

Recency 89%
Intelligent Attribute

Number of Returns Highest In the past 6 months 1,469,023

Persona

Title
Segments Count

Create enclosure Create Exclusion

About to churn 1,050,100
Data Enrichment
Bargain
SegmentsHunter
& Templates 10,872,300
Count

Champions 570,000
About to churn 1,020,721
Title
Premium Shoppers Density
10,675,000
Fitness buyers Template

Fashionistas
Tech dads 98%
23,041,000
Loyal Shoppers with High LTV 53,819

Window
Fine Shoppers
Jewelry 907,234
84%
Opted out of all channels 2,301,340

Fishing 50%
New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 9,380,060
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Title Density

Any Include customers that meet Engagement Index 98%

all of these conditions
Number of Returns 97%
Personas

Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Segment

Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase Consistency 89%

Recency 89%
Intelligent Attribute

Number of Returns Highest In the past 6 months 1,469,023

Persona
Intelligent Attribute

Engagement Index Select band In the past 3 months 2,002,917

Segments

Highest 75%-100% |

High 51%-74% | Data Enrichment

Segments & Templates Count
Average 31%-50% |

Create enclosure Low 11%-30% | Create Exclusion About to churn 1,020,721

Lowest 0%-10% |
Fitness buyers Template

Loyal Shoppers with High LTV 2,412,501

Opted out of all channels 311,844

States with Retail Presence Template

New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Total Count 9,380,060
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Title Density

Any Include customers that meet Engagement Index 98%

all of these conditions
Number of Returns 97%
Personas

Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Predictive Lifetime Value (CLV) 98%

Product Interest 92%

Segment

Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Purchase Consistency 89%

Recency 89%
Intelligent Attribute

Number of Returns Highest In the past 6 months 1,469,023

Persona
Intelligent Attribute

Engagement Index Lowest In the past 3 months 2,002,917

Segments

We recommend the following attributes to personalize on. Name, Product Category, LTV,
Number of returns and Engagement Index Data Enrichment
Segments & Templates Count

About to churn 1,020,721

Fitness buyers Template

Create enclosure Create Exclusion
Loyal Shoppers with High LTV 2,412,501

Opted out of all channels 311,844

States with Retail Presence Template

New Winter Apparel Sale Save

All Include customers that meet Smart Data My Data

Personalization Attributes 5 Total Count 289,429
all of these conditions

All Include customers that meet

any of these conditions

Template
Intelligent Attributes
States with Retail Presence States with multiple retail locations 30,124,677

Persona

Any Include customers that meet Segments

all of these conditions Title Count

Personas
About to churn 1,050,100
Premium Shoppers Frequent browsers and purchasers of products from premium brands 4,501,337 Segments & Templates Count
Bargain Hunter 10,872,300

Segment About to churn 1,020,721

Champions 570,000
Loyal Shoppers with High LTV Loyal shoppers with a lifetime value over $1000 2,412,501 Fitness buyers Template
Premium Shoppers 10,675,000
Loyal Shoppers with High LTV 2,412,501
Intelligent Attribute Tech dads 23,041,000
Number of Returns Highest In the past 6 months 1,469,023 Opted out of all channels 311,844
Window Shoppers 907,234

States with Retail Presence Template

Intelligent Attribute
Q4 retention 20,654
Engagement Index Lowest In the past 3 months 2,002,917

Data Enrichment
All Include customers that meet
any of these conditions

Segment
Title Density
Opted out of all channels Users whom have opted out of communications on all channels 311,844

Fashionistas 98%

Fine Jewelry 84%

Dashboard Customize
 Action Editor Save

When a user completes a treadmill session on a connected device

Variables Campaigns Optimizers

If users complete these actions

Event Trigger

On product page Winter Apparel

Intelligent Attributes
Personas

Web engagement score Is greater than 85

Personas

Event Triggers
Engage these campaigns

Campaigns Title Avg. Count

Web push campaign Matches Flash sale web push
User on site 1,020,721

On cart abandon 3.232.249

On product page share 2,412,501

And Optimize to these conditions

User subscribes to email 311,844

Optimization
On social post share 1,020,721
Product Brand Matches Tommy Hillfiger , Calvin Klein
When user forwards email Template

User opens email 2,412,501

User spends more time on site 311,844