How to Turn Change into Opportunity—Oracle Cloud Apps: Openworld Middle East 2020

thank you everyone good afternoon it's great to be here in Dubai I've been coming here for roughly 10 years annually for a customer event and it feels like this is a perfect place for me to talk about speed of change and outpacing change in a city where you can literally see the progress year by year just by looking at the skyline and I'm sure if you live here you see it even faster than that so I don't have to talk to this community to this city about the need to adapt the need to change and the opportunities that arrive when you embrace that change so what I'm going to detail today in three parts I mean I first talked about outpacing change and what we mean at Oracle by that why we think it's critical for all of our customers for your businesses not just to thrive but in some cases to survive because if you aren't embracing that change your competitors and even people who you don't believe our competitors today are looking to disrupt your marketplaces through that change the second is how you use Oracle as your partner through our applications or through our cloud to be able to help you deliver and drive that business process change to adapt and modify your business and the last will be hopefully by the end to show you that the time is now and in doing this it will not just be myself presenting but will have three of our customers up talking about their own journey talking about what their business is like what their particular challenges are how they are partnering with Oracle and how they're using technology outside of Oracle as well to really adopt and move for that change and I would invite those of you we have those customers we have many more customers online that have talked about the same themes of change going forward because really at this stage our products have matured to the point that regardless of which industry you're in which part of the world whether you're a public sector or a commercial company a large company a small company a company has gone from EBS or PeopleSoft or JD Edwards or Siebel we have customers just like you who've already started that transformation to the cloud and then many many many cases already finished that transformation of the cloud and receiving real benefits we're going to try to express that to you to give you that background as well so let's start by jumping into it acceleration of change and this is really around us all day every day from a business perspective brand-new business models the expectations of your customers are changing and therefore putting pressure on the roles and responsibilities that their you have internal to your organization or external to your organization and then the people in your organization themselves are changing as a next generation of workforce comes forward with very different thoughts about what their careers are going to be or at least different thoughts than my generation were and probably the different thoughts in the generation prior to mine as well so you have this dynamic and the overarching dynamic that we see throughout our customer base is when our customers implemented their ERP systems many people did that to get over the y2k problem if people remember that but from that point in time the ERP the HR systems have aged and have stagnated to some point and what's happened is you have this built up demand for speed of business process change you have a built up demand to better service the expectations of your customers which are only increasing you have a built up demand to better service the needs of your internal employees which are only increasing and you have a built up demand of being able to recruit future employees and/or future customers and becoming a digital business or becoming a paperless business or becoming a much more efficient global business or becoming a disruptor in your industry or avoiding a disruptor in your industry is what it's all about and so these are just the business techno business changes that are all around us today and whether it's ubers of the world or Amazon's of the world or whatever your local competitor is today or will be you see this every day in your business lies now you add to that accelerating technology change and accelerating technology change becomes technology opportunities it also becomes technology threats for security threats and it comes in a whole new way of thinking about how do you utilize data within your enterprise as a competitive so in addition to all those business process changes I talked about think of the technology changes and don't think of it in terms of how you use your enterprise systems today just thinking about how you deal with your everyday life today so now at home you have home devices that help you manage your home you have alexa at home you have Google at home think of how your shopping experience you have Amazon for shopping carts you have next day or same day delivery of different things we operate with your personal device your home in your schedule or your phone in your schedule you know you now talk to your phone you have Siri every question that you have you really can literally ask that as a question verbalizing by speaking to a device and get an answer or get some direction and more and more those directions are becoming predictive where more and more your devices are suggesting things to you in your personal life you pick up your phone in the morning and it now tells you oh I think you're going to go into work it's gonna take you 25 minutes to get into work you pick up your phone in the afternoon and it tells you oh you have an appointment I suggest you set it alarm you miss a phone call it sends you a reminder going forward more and more in the way these devices are working in your personal life is not only do you interact with them through conversation but they are predicting the behavior you will have and suggesting that so we're doing to the enterprise system is to provide the exact same capabilities in your enterprise system and I'll give you several examples of that now you add to this that level of technology change underneath is cyber security threats so security for technology unfortunately is not a static thing it's not like will you protect your home I got a lock on my door I'm good the cyber security is an ever-evolving set of security threats and so in the cloud what Oracle does it's our profession and our expertise is to ensure all of our cloud customers are always up to date with all the latest security threats and how can we do that well everybody at our cloud runs the exact same version of things so when we issue a fix and we update to the latest technology we on behalf of all 18,000 customers that we have running in the cloud today and we can do that with one research effort and one technology effort and we can do that so that we can now assure that you are more secure in our cloud than you could really ever be on-premise and the reason for that is again simple economics if you're doing that for your own local on-premise you have to research all the threats you have to secure your environment you have to do that times one customer it's a very very expensive operation to keep up to date with all that technology or we do that on behalf of all of our customers simultaneously and the third element have changed that is data so my data analogy is as follows in the old days we used to have maps those of you still in the audience and buy a map I mean like a piece of paper map for those you remember that and then technology came along and said well we can make maps better and there was came products like Google Maps where you didn't have to carry the piece of paper it was an electronic map and would tell you where you wanted to go and that was quite effective that was digitizing that was off of paper but the fundamental flaw there was it didn't use data so then came applications like Waze which was the same thing as Google Maps it was still electronic map but instead of just a static map that always showed you here's how you get from point A to point B it took an account all kinds of public information what is the traffic patterns where's their people slowing down here today right now so that now you can get a dynamic map not just off peepers paper digitized but a dynamic map that incorporates data both internal to your system where are you and where are you going and external to your system where is everybody else and where are they going to give you the best map solution so think of the same use of data when your enterprise system here's your data here's your the the negotiation you have with your supplier but here is all the external data we know about that supplier as well and might that external jada change how you interact with that given supplier does it have you take an early payment discount have you negotiate a longer payment term how do you interact with that supplier not just knowing okay we're gonna do that digitally electronically but how do you interact taking into account all kinds of data that's out there so when you combine the two things business dynamic and business pressure change technology change going forward we believe very strongly the only way to outpace change is to have a system which automatically updates and automatically keeps you on the latest versions going forward and our system is the Oracle cloud now how at Oracle do we do this and what are some unique differentiator as we do this because you might say okay great that's cloud what is Oracle bring that the other cloud vendors don't and I'm gonna detail five or so different areas going forward the first is we feel very strongly we have the most complete cloud available today for applications and what do I mean by that so in the Oracle cloud you have a complete end-to-end from CRM sales service marketing through to supply chain both manufacturing logistics transportation planning and core manufacturing inventory management costing as well as finance in the full back office including EPM budgetary control planning and a complete set of HR applications all built for a global enterprise so whether you run locally or you run globally not only with things like languages and currency of course but with local statutory regulations and local statutory considerations our best business practice and all running in cloud with over 20 data centers located around the world including several here in the Gulf region and we have others if you're a global company inside the United States outside the United States in Asia and Latin America literally around the globe data center so that you can run your business completely going forward why does this matter well when I talked about the increase in demand of a customer I just thought I'd give you many many many interactions that you have with your customers or your employees span a traditional business process and a feature we recently added called services service logistics let me give you one example of that so let's suppose that you are a cable operator and you survive provide service to everybody's cable TV for home and you have an issue you have a repair and that's what service logistics is so it may at the surface seem like a reasonably simple problem and the challenge is you have to schedule the person to arrive at the house to do the repair on time ok and we have a product we call field service that's explicitly doing there I called with a problem you scheduled a repair person to come out well that's one part of the problem the second part of the problem however happens what if we know based on the Diagnostics that it's a complicated repair well then we have to know well what skill set do we need over the repair person to actually address the problem so then you need a skills matrix in our HR system which tracked the skills of the repair people together with their availability to be able to arrive at your location on time well but then what if you also know that the problem is not just that it's a repair but you need another part well then you have to have a logistics system or an inventory management system which allows you to coordinate ok the person with the skill set is going to be able to be at this location at this time but also the part is going to be able to be there that they need available to them at the same time because does you no good to send out the repair person without the part add further complexity what if you need to manufacture that part you're a manufacturing organization and to actually build the part or to actually give the part you need to build a part or source it to have it built so that we repair it so you have to have a certain lead time so you need to have the lead time to build the part when it's going to be scheduled at the location together with the person with the skillset to go forward so a very very simple request of let's schedule a repair person to come out you need service so I can log the issue you need field service you need logistics you need transportation management you need scheduling and you need manufacturing product and our service logistics the entirety because we have the complete suite of application allows us to run that complete end-to-end business process and that's one example of many that by having the most complete suite we allow you as a customer to choose what makes sense to adopt and how to get the most benefit from that adoption but we don't stop there so I I hinted before that now it's not just transactions but it's also data so we think we have the most complete view of data as well and by data I mean the following we of course have transaction data so let me be very clear on this Oracle does not look at and we have no single person who can see your data in other words when you have your applications at Oracle cloud we cannot have a single human being who sees your data however our programs can access your data and our computer programs will make predictions based on that data to better route request and to better make suggestions to you and far as how you run your business but we don't just stop there we now supplemented your internal data with an acquisition we have called data Fox and data Fox Minds a little bit over five million websites a month for the latest data about different companies all over the world it has what their executive teams are it has their latest earning reports it has any news and it uses that data to give you suggestions on how to deal with customers or how to deal with them as suppliers or how to deal in the supply chain and we not only have business data we also have consumer data anonymize consumer data specific to allow you to target marketing towards individuals and you probably all see this evidence every day in your own use if you go to a website you probably see later on an advertisement for that website pop-up that's very likely the Oracle data cloud behind the scenes allowing companies to do targeted marketing not to you an individual but to an anonymous device or an anonymous ID that we can track so how does this surface in our CX applications we now have what we call CX unity which is the first true customer 360 view of a customer and by true customer 360 view the reason why we believe this to be true is it not only encompasses the data that you have about your individual customer but it also incorporates any data that we have about that customer from external available sources and it's supplemented with data that maybe industry-wide again by broad sets of data not only of the individual customer you do business with but their competitors or their peers if you will and what's happening that business so we believe that the best way for you to make better business decisions is for us to fully automate the process and the end for us to not only incorporate your data but to incorporate all the data that's available publicly in the world much like again ways versus Google Maps and they give you the automation of machine learning to push those suggestions to you to better operate your business this is how outpacing change with a complete suite of applications looks like ok so with that I'd like to welcome on stage our first customer please join me in welcoming the the VT of Dubai World Trade Centre our host here Fareed Farooq I've invited him to come on stage and join me for first part and while he's walking up let's go ahead and have a short video of the World Trade Centre so you get some background there Dubai World Trade Center connects people products and ideas from around the world we are the region's ideal and for most events destination every year we host over 500 events welcoming more than 3 million visitors and we offer unparalleled experience in organizing managing and producing events in the heart of the city [Music] we are Dubai World Trade Center connecting the world since 1979 thank you for joining us free yeah thanks for joining us I feel a little bit I don't know whether I'm normally I'm the host for this but we are in your venue so I don't know if I'm the host or you're the host but I guess we could host each other is that okay I mean we are happy to have you with us we're thrilled to be here it really will come to Dubai World Trade Center yes thank you so we're all obviously sitting here but maybe you can give us a little bit of your background your role as CTO and then some some view of the Viper World Trade Center for those in the audience who aren't familiar yes my name is Farid Farrow I am the vice president of technology here at Dubai World Trade Center and you're right Steve the fact that your event is hosted with us we can proudly say that today you are our customer yeah I'm also the head of innovation and which we are trying to find the game changers to really take the customer experience to the next level so if hopefully by end of your event if you tell me you had one experience here with us I would say that our aim is to improve that experience by tenfold next year just briefly about the Y World Trade Center our story began in 1979 with the inauguration of Russia Tower which was by then the tallest tower in the region and you were also Oracle was one of our tenant in that tower for some period of town time we also inaugurated one exhibition hall only in 1979 the rulers vision at that time was to make Dubai World Trade Center the leading destination for events exhibitions and conferences and here we are now what you see our space is 1.3 million square foot of exhibition space we actually attracted the 3 million customers last year coming from 185 countries we hosted 50 thousand exhibitors across all our events happening throughout the year and I can proudly say that 22 of the largest exhibitions in the region is hosted with us so we ended up building that business networking platform which not only create hosts and manage events but also provide all the services around it like hospitality Commerce and the list goes on yeah quite a change then from 79 until you know the I guess tourism both business and and consumer tourism just a huge part of the city in the growth of the city and adding to the culture maybe you talk about the tourism industry and how competitive it is you know the local and the global dynamics well what trends do you see happening nowadays in 2020 when you say you know in 10x experience what what type of things are you hearing from your customers are you trying to provide from your customers to differentiate if you will versus let's say your competitors yeah I mean let's pick on one word you mentioned which is 2020 I mean 2020 will be a challenging year the views are mixed between optimism and this is pessimism some see downturn while others see growth we decided at Dubai World Trade Center to look at the latter and okay and look for opportunities we believe that the world has to progress somehow and the only way for us to survive is to change ourselves you mentioned also about the global trends that are happening yes we we are taking that seriously we know technology is becoming more intelligent interaction interactions are becoming digital and as you mentioned in your speech you know habits are changing with the Millennials and generations it so what are we doing about it we want to use analytics to really understand our customer intention we want to use AI to make the right decision and we want to continuously provide that state-of-the-art digital experience we believe we are not just a physical venue merging the physical with the digital is one of our top priorities in the years ahead so let's draw a little bit into that because I think you're reasonably unique or maybe with very very broad who do you consider your customers yeah we're customer base is quite diverse we have the exhibitors who come here to showcase their products and services and yourself yeah and the various events being technology food the healthcare construction and the list goes on we have visitors who come visit those events yeah like yourselves if you walk in our venue in a busy day you could see high-ranking policymakers you could see prominent global business leaders international finance year's c-level decision maker and also enterpreneurs who are hunting for opportunities our third category of customers are our tenants who established a long term relationship with us those are the companies who are having offices with us like established businesses government entities SMEs and startups so it's pretty broad it's learn everything from or call ourselves like or call the company to everybody in the audience as individuals yes now with with that brought a customer base what do you give me is there a way you can describe to me like the trends are their expectations and what what and how are you trying to stay ahead of those expectations yeah customers are truly nowadays looking for value we all know the business environment is very challenging these days so they are sure to achieve their targets so if we want to win the customer we have to showcase to them the value of drinking on the table take technology for example customers do not upgrade now for the bells and whistles but they upgrade to really allow technology to take them to the next level to make them achieve their target faster for us our value is to make sure that this like today two days of your event or three days or some of the exhibitions or five days those five days are successful for our customers we if we take an exhibitor for example we want to give him the right space at the right price and bring for them as well the right customer the right visitors it is not easy but we aim to always achieve that okay now obviously we're a technology partner of yours and have a lot of the customers at the audience with those increasing the mayor's with that broad set of customers how do you have you use technology you try to stay ahead of that yeah we actually have a user of Oracle CX cloud simple with Oracle CX cloud we don't just reach out to our customer we actually try to understand their interactions their intentions and this is very powerful for us because it allows us to tailor make the messages that we sent for them and it will improve the chances of converting him to a registered visitor and this creates a win-win for all of us for the visitor because he will end up coming to the event that suit him he'll end up promoting the event to his peer and for us as Dubai World Trade Center because we end up increasing the footfall our events with the right segmented customers right so who knows maybe some of the audience today they have a good time they see something bad facility they have their own conference here or they have equivalent yes look at that and what do you see as next steps for for you in terms of Oracle what what what more can we do as a vendor to help help you along this journey we actually want you to help us understand our customer mode well we want you to help us to grab their digital interaction and we want you to help us to use data to make the right decision once again I'm gonna mention it again 2020s they're challenging here we have a lot of strategic initiative laid down for that Oracle honestly it's been a partner with us for the past years and they will continue being a partner with us for the next years ahead yeah no I saw you taking a photograph of the CX unity parts well I already sent it to my team real-time presentation skills free thank you can't thank you enough for all the partnership and thank you for hosting us appreciate it thank you so what free talked about a little bit let me talk about the next step I talked about the most complete which we believe is advanced Oracle now let me tell you about what we believe is the best technology and there's lots of parts of Oracle that's best technology what I'm going to focus on now is what we feel in applications is how to leverage that technology and surface it in a way that helps our customers most and you're gonna the term that's in in the industry right now is AI or artificial intelligence I prefer to use machine learning I think it's a little bit more technically accurate but regardless there's a whole host of technologies that are coming apart that are coming around now that are pretty commonplace and I'm gonna focus on a few but literally everything you see on the chart from digital assistants to IOT the blockchain to the autonomous database and services are in our native parts of our cloud applications which are evolving and getting stronger and stronger over time and let me focus in on just a couple of them the first is explain our approach to AI or machine learning so the the myths versus the reality and I think to simplify this slide quite a bit don't think about or at least we're not approaching AI as oh my gosh here's gonna be the AI and it's gonna completely automate everything and you're going to go from a thousand people doing this job to zero people doing this there's robotics and there's things like that but we are talking about is AI which allows you to make smarter business decisions allow you to spend more time actually doing your job and less time doing administrative work and on AI which allows you to make incremental benefits and changes is not only how you use the application or business decisions that you make from the application so our approach is pretty simple we take data again whether it's your individual data or supplement a data that we provide to you as part of our service we look for context and by context we look for repetitive context to be able to make predictions and then we make predictions to make it either easier or to allow you to do things you couldn't ever do before and we've literally done this across all of the applications and I'll give you just a few examples so in Salesforce automation we make predictability on leads that you have and that's not just predictability okay here's a lead and here's a chance they're gonna actually buy something we look at patterns and context so you have certain sales people who think things are closer to close other sales people who think things are further away from close but given that particular context we can make intelligent predictions in marketing we make next best offer or next best action going forward in human resources we use machine learning to do pattern matching so that you can look for candidates which have attributes which closely match successful candidates in the job you're trying to fill so we don't automatically fill roles for you but we give suggestions on here the attributes which are common across people who have been successful in your organization in that job and again if you think about it in HR with areas like LinkedIn it's one of the places where there is the most available public data so now when you make hiring decisions when you make other decisions you don't have to just look at the data you have in front of you you could really compare it versus the entire world's data and try to make that best decision then once you've hired the person we use machine learning to give you predictions help guide you on how to manage that person by giving you prediction of success in performance and prediction of potential attrition that that person may leave so in other words we measure things like well how long has a person had the same manager when's last time they had a promotion was the last time they had a pay raise when's the last time they went to training session and use that based on their peers and predict the likelihood that those people are happy in position it will stay and can supplement what you do going forward in financials we've added predictability of machine learning around audit so you can still do the random sample audit but now we can use pattern matching to find suspicious transactions and surface so suspicious transactions for potential audit we're using machine learning for cash management so you can have a cash positioning not just based on somebody's intuition but based on the machine learning patterns on cash management and incorporating external data like exchange rate information for cash management and exchange rate fluctuation historic exchange rate fluctuation seasonal exchange rate fluctuation so that you can have these decisions the system performing for you with your data all the world's data and machine learning pattern matching and we've added these functions across the product suite in here's some examples so in Field Service we've done over 600 million recommendations in or subject' optimizations in e-commerce we have over 58 million product recommendations and sales over 4 million recommended next actions in marketing that 500,000 is vastly understated that's counting very very low real-time send information on and on it goes now probably the most noticeable spot for machine learning that you will see and what I think will transform the way all of us use the system's today is through our digital assistants and what a digit or some people might call them a bot or a chat bot and the way to think of a digital assistant in the context of Oracle is we've literally enabled every transaction for you to start as a conversation as a conversational transaction and again go back to your consumer device and think about how do you find out some bit of information today you pick up your phone hey Google you know what's the weather like tomorrow hey Google is there traffic here hey Siri or hey Alexa I'm not going to be biased so whichever assistant you'd like to choose Alexa Siri Google etc any of those well now imagine you could start asking hey Oracle where is X and so today you can do every single HR transaction starting from a digital assistant now when I say starting from assistant what do I mean well first off the most common HR transactions are just questions and you can do that end the end through a digital assistant with no human intervention you want to know somebody's email address you want to know their phone number you know their office location you want to know anything you want to who their manager is who's on their team the entire directory structure is now available to a digital assistant so if you want to use SMS if you ought to use what app if you want to use Alexa if you want to use Siri you can just speak into it you know what is Steve Miranda's home address you know email address what is Steve Miranda's phone number who is on his team you'll find everything about your organization in the directory service now when we deployed that at Oracle so our own directory service what we wanted to do is we want to replace we had an online directory and that's how people kind of find out who's who and who's on people's team and we did that and we thought well that was done and that's gonna be nice then we started starting to seeing some errors and we couldn't figure out why do we were getting so many errors and what started to happen was people were asking at things that had nothing to do with a directory service there at oh his July 18th holiday in the US at Oracle oh do we get the third Tuesday off Oh what's my vacation balance oh I want to take a leave what's the leave policy people were treating the digital assistant like you treat hey Google hey Alexa hey Siri they just expected to know everything in your organization so we added that so now we've got everything in our HR applications you can initiate through a conversational UI now you might say okay but you said start every transaction some HR transactions are kind of complicated so let's take a promotion transaction promotion contraction be pretty complicated right they maybe have a new title maybe with the title they get a car allowance maybe they get a corner office maybe they have a team member etc but machine learning in context becomes very predictable what do I mean by that well at Oracle in my group we have lots and lots lots of developers their titles are application developer when I start a promotion for an application developer huh what do you think I have to do when the online form have to find the person's name I have to say promotion have to do fill out what their title is etc well in the digital assistant world how does that look in a conversational world I just pick up my phone I say promote John well the system knows that John is an application engineer and the system also knows that 99.9% of people in my group when they're an application engineer and they get promoted they get promoted to a senior Application Engineer so I don't have to write anything the system also knows that in California when you have that kind of promotion it does not come with a pay rise or maybe it does come with a pay rise and what the pay rise is going to be so by using machine learning in context I can say promote John the Machine comes back and says Oh John's an application engineer you know Gerald John's Smith John Smith's applications near I believe you want to promote him the senior application engineer I believe that means John gets a bigger cube or a corner office and John gets this kind of a bonus is that right and I say yes and I am done with that entire transaction or I say you know what actually this is a different situation John's gonna change roles he's going to move something else in which case I can just correct that machine learning but I have a conversational UI so across everything we were doing in HR you have a digital assistant or a chatbot enabled through any channel slack Siri Alexa etc and what we found is an HR every common question every common transactions lends itself very nicely such that we still have our HTML UIs and I'll talk about those in a minute and we think they're beautiful and they're great and they're easy to use that said within probably a next year to a year and a half I think we're gonna be calling those our old fashioned UI's meaning the HTML UI because every transaction will have through HR will be through a digital assistant and bought and in finance something very similar maybe not necessarily for transactions we're entering a Pio or entering an order but the way management gets reports again all of you are used to on your phone right now alerts popping up alert alert alert when something happens you get an alert when there's a news and you subscribe to the news you care if you care about a sports team or a cricket team or a soccer team or you care about you know the weather or you care about politics or you can run a local event you subscribe and when something happens it alerts you think of your finance organization exact same thing we've been there a digital assistant and BOTS with certain skills and you tell us what you care about I care about this cost center I care about this budget I care about this year-end report and when something material changes we issue that alert and we surface it through a digital assistant you have it directly in your phone so machine learning and digital assistant pervasively is going to change the way people use our applications okay so with that please join me in welcoming our next guest Ellen added wha Ellen is the CHR oh of Jumeirah group so while Ellen comes up on stage again let's take a short video of Jumeirah group so you can learn about them [Music] I'm very jealous of your videos the Oracle videos don't have that beauty of the beautiful locations maybe you can give the audience some background on your role and then judge Amerigroup in general so they people understand the size and scale and a little bit about yourselves well yes of course hi everyone my name is Ellen du bois du Bellay and I am the CHR oh I have the great good pleasure of being in one of the most amazing industries in business hospitality I've had most of my career in in human resources but also in operations and Jumeirah Group is a beautifully grown local hotel company we are epitomized by our beautiful burj al arab hotel at jumeirah beach but we're a 20 year old company as I said born in in the UAE but we have 25 hotels in 8 countries around 7,000 hotel rooms 13,000 employees 140 different nationalities and our our emphasis is really at the luxury and experience Hotel hotel stays for guests but also food and beverage and beautiful design so and you probably get the theme of what we talk about this continuous change the I'm sure I don't have to tell you particularly in the luxury industry the increasing demands of the customer base maybe you can describe you know in the hospitality space where your job is you know literally keep every customer happy particularly to a luxury end you know what is it what are the dynamics that you see in your industry and how are things changing well I mean you obviously know that there are a lot of hotel rooms out there and a lot of opportunities and a lot of options for customers so for us what's really important is that we're able to differentiate ourselves and we you know we understand that guests nobody has any time anymore nobody has any nobody has the luxury of time it's the only real thing that you can give customers and so we have to stay ahead of the game by providing people with the service that that they'll come back for but also beautiful surroundings and so on and so some of the challenges for us is really just finding a way to differentiate ourselves finding a way to you know attract customers who will come back to us because of the way in which they get service and if you think about hospitality you know in a big hotel like one of our hotels here in Dubai in Jumeirah at the beach there are about six thousand opportunities in a day for an employee to interact with a customer and 80% of those are unsupervised so so what's really important to us is that we have an impending thinking about our employees of course I work in HR so you'd expect me to say that but there's there's a we have to find employees who you know fit with our values and are able to work in a way that doesn't require them to have someone you know right next to them telling them what they need to do oh I can imagine I mean you know you had a happy employee dealing with a customer it's one thing you've ever unhappy employee then having to deal with 6,000 interactions yeah yeah and so it's a it's a big surprise that more doesn't actually go wrong that's kind of why I give all that that number i frightened to see if my employee base had that many unsupervised interactions a day so what's your strategy going forward let's say with your employee base and and how do you keep the focus on your employee base to best service those customers well I mean one of the things we obviously want to do any company wants to do is to grow and we have we have a fairly we've entered a phase of accelerated accelerated growth both here in the UAE but also globally and obviously in order to do that we need to make sure that we have the right people ready to fuel that growth and frankly we shouldn't we shouldn't really be hiring them we should be growing them and it's very difficult for people like myself or my leadership team or others in the center to know who our employees are so it's so you know having technology help us understand our employees where they are where they're up to in their career path what they need next as you said you know being able to sort of say into an assistant you know where is Steve today in his development plan when is he going to be ready who's his mentor who can I talk to about him so understanding our employee group and being able to to help them have careers with us is is what will differentiate us from the rest because as I said we have customers we're like hosts in a house we want people to know who they're coming back to we want people to transfer our culture globally and that only comes with you know developing their careers with us right so and I should say you're coming from a very strong point I want to get this right you were concentric best employer you won the best employer of the UAE award this past year and I think so that's a good testament to the work that you're doing with your employees and like bringing in the best employees but the happiest employee isn't really the best place to work so congratulations on that thank you thank you and then so you know talk about changes in the HR function then and your priorities for it for that not now the customer base but your priorities for the HR function and and what you watch how you leverage technology and what you'd like to see more from technology well it's just really the speed what I wanted and if anyone knows anything about hospitality they'll know that we've come late to the technology game where we're an industry that was built on human interaction if you look at our technology Mac that looks like spaghetti and so for us technology is about standardizing applications across a broad range of people it's about being able to make it global so being able to operate in those other jurisdictions and it's about simplifying it and making it accessible for people on a mobile application because those six thousand interactions most people in hospitality don't have a desk yeah almost all I would assume very few people at the front desk exactly even that's going away now and so so they're on their feet they're in front of the customer and they need to be able to access information very quickly yeah and so so can you tell me about how has Oracle help you with that partnership and and or you know what should we do anymore like what expectations what do you want to see more from Oracle in order to help you further that success obviously you have it with your employees and then that's showing through their customers given that giving you a brand name and awareness but but what has Oracle been so far and maybe insights you could how could we do better well I think um we have obviously HCM we are just implementing now talent management and learning management and so how Oracle can help us is really to help us figure sort through all of the data that we have about our employees it's all there but I think with all the data that comes at us all of the time it's really important that you help us translate that into action so you know if I'm looking up information or if I need to find out information how do I use it to the best outcomes and how do I connect it to the right people so that they can use it I think I think there's an enormous amount of support I think the product and obviously being in the cloud is really important to us and it's a responsible thing to do but how do i how do i connect all the pieces of data within my HCM and other systems to to make the best decisions I need I need from you data translation services yeah well it's kind of funny that's why people always talk about machine learning and AI and how it's going to change the world it's like actually if we just do various simple things better right like you said find out to somebody find out that key employee who looks like they're doing great but just for whatever reason don't have the right mentor or haven't received the right training and all of a sudden if you just knew it a little bit of advance that that person was that risk you could take some corrective action absolute and you were happier they're happier and nice top talent when they leave your company you say to them why why are you leaving I've got this great you know future for you and they say well I didn't know that until it's too late exactly yeah exactly well that should be great so we're very focused on that yes okay great thank you very much appreciate it thank you okay so I said that the HTML UI is gonna be old-fashioned soon but they're not old-fashioned yet and we put a lot of focus on our user interface and let me just show you a short video to describe some of what we're doing in terms of the user interface design [Music] [Music] [Music] [Music] this past open world in in in San Francisco we announced what we called redwood which is a whole new look of really all parts of Oracle and you see it a little bit on the stage with the with the oh you'll start to see the little o surface on all over you eyes at the bottom and that o is basically ironically enough and the ask Oracle icon announced that that digital assistant that conversational UI you initiate your lives from all of the user interfaces and now going forward what you'll start to see is those who are in our cloud applications know that every quarter you get incremental updates and releases you'll now start to see the look and feel be refreshed every quarter with the colors being more modernized you'll see things that become commonplace in your consumer you eyes or in Google where you ask a question and it doesn't autocomplete or suggest what the question is now your transactional UI you'll have that surface you have modern business intelligence reporting and a whole set of improvements across the design and the focus of our design and modern UX is really to focus on how to make you a more efficient and more effective and hopefully actually enjoy getting your job done through a UI that responds and responds to you and maybe I know we're an enterprise application so it may be too much to say well I hope our end users enjoy it but I think we would all agree if you dealt with you eyes that are just not good and not intuitive not productive you certainly can have the experience of we don't enjoy it and these refreshes of the user interfaces has been a big focus for us for them for the most modern user interface so I've covered a few of the areas the most complete capabilities the best technology the four capabilities how we're using machine learning to supplement that now is the part and we're really the most focus of my entire team and development and I would say the biggest shift culturally we're going through it Oracle and this is with customers first and by that I mean the following I always have said I was a been an Oracle little over 27 years and from the very beginning whenever I talk to a customer I would say well we want to be an extension to your IT group but frankly when we were an on-premise vendor you know our customers would take it they'd be on a release that was maybe 2 3 5 10 years old they maybe done some customization the development team at very little insight and what you were doing we were very arm's length today we run the software on your behalf you're always on the latest release we are constantly updating you we are measuring how we do in those updates and by measuring we see which features people use we feed to see what features people don't use if features aren't being used we try to find out why or we prune the feature or we adjust the feature on a go-forward basis we're learning from what we see and we have a very very close correspondence with that customer and by putting customers first and better servicing them we've got a tremendous focus on a few things first off the quarterly updates so the quarterly updates ensure that every quarter you have our latest fixes security concerns and brand-new features and we have that always available out to you and it's very predictable so that every quarter on a very predictable timeline you know when you're gonna get your update you have it published to you month before as far as all the new features and every new feature is what we call opt in so that you can tell us when you go to sleep on a Friday afternoon a Friday evening and you wake up Saturday morning the system works identically to the way you left it but if you choose to you can opt in the features and have those features available to you and we're adding hundreds of features per product every quarter to give us immediate feedback to fine-tune those features to push them out the next quarter going forward and so everything I've talked about today now that we have a predictable cadence and a predictable frequent cadence you don't have to sit around and wait for well when is the machine learning release from Oracle available we have assuring they were out today and we have machine learning in the areas I dictated and we're adding every quarter a little more and the nature of machine learning every quarter it'll be a little bit better well we say well when is the Redwood UI coming out we've just started the Redwood UI you'll see it in 20 C and every quarter you'll see it increment and get a little bit better and better and better and then the final push is to get to zero downtime so in this calendar year we reduced our quarterly downtime downtime everybody has to have we cut it in half in 2020 we're going to cut it in half again and that should give us two under two hours a quarter and then beyond 2020 we'll reduce that even further to basically a near zero downtime so that you'll have all these continuous updates brand-new features brand new UI zero technical debt because behind the scenes we're updating hardware operating systems etc and then allowed you going forward and then finally we've introduced customer connect so that custer Connect allows every single one of our customers to register as many users you want at no cost to our customer connect platform it's a platform that has our product managers and our system implementer partners and they discuss the product so our customers give us good ideas is where we get our enhancement request we have customers talking to other customers about what they've done business process wise or best practice or getting ideas and sharing and four it's a community of now over a hundred thousand customers and partners and there's a voting mechanism such that if there's a popular idea it goes directly into our product managers who then respond and you don't have to wait for well what's the feature going to look like our product manager will respond online share the designs with you you get to give us feedback on those design so essentially any user within your organization with the right idea that gets voted on works with our product managers to add features and a now a significant fraction of our features are going forward are coming directly from our hundred thousand active users who are giving us ideas into feedback what we ought to do with the product and as we've rolled out the digital assistants or the BOTS the ideas are just coming faster and furious because now it's a brand new technology and people are giving us new ways of thinking about it and we're passing that on to you and to all of our customers and the evidence is showing and this is really a sample list I have a few customers who spoken on our behalf today again I invite to show the videos but literally these are customers who've made the move to the Oracle cloud most of these customers came from EBS or PeopleSoft and then some of the customers have come from third-party systems and occlude our competitor is sa p sage Lawson in four etc but just about every industry so these are customers who are live on the oracle financial loads of London Lloyds Lloyds Banking Group sent to their bank HSBC PwC and the partners you see at the hospitality suite a list of companies transportation management retail customers higher education customers very similar if you move on to HR again Financial Service Organizations principal financial citizen bank JP Morgan Chase high technology customers like Akamai and BMC media kind of a who's-who of media a TM TM Hearst Communication and Media again another long list of hospitality and travel organizations transportation management really a who's who of retail from Tiffany Williams Sonoma landmark group here in the region Macy's again higher education these are for our CRM customers again these are live cloud customers at Oracle today again all industries all backgrounds all geography large customers small customers moving forward these are our supply chain manufacturing customers so I know many of you were waiting for the supply chain manufacturing products to come out so these are people who use our supply chain and manufacturing so obviously here you don't see the banking because it's more geared towards manufacturing organizations or distribution organizations these are folks who are using that partner cloud including Oracle who I'll talk about in a moment but before I get more into Oracle let me invite my last guess up so let me invite Mike Bosch Karan Mike is from DB DP world who tell us a little bit about his industry and their challenges as well and as Mike comes let's eat play a short video of DP world meet Vinit he's responsible for delivering ten million cars to customers around the world each year sounds like a paperwork nightmare not really that's because DP world is constantly finding ways to make trade easier for our customers we provide supply chain solutions all over the world partnering with our customers to give them a competitive advantage we're replicating our successful integrated ports and logistics model across the globe all of which helps economies and communities grow where we operate and now through our global education program we're teaching the next generation about global trade so how's the future looking Reggie DP world creating the future now so thanks for joining us Mike I wonder one thing the video doesn't capture is just the the scale of DP world we were talking about a little bit earlier maybe give the audience a little bit of your background we're all there and then a little bit about DP world that good afternoon everybody and thank you Steve and the Oracle team for having me really appreciate it DP world the way our color this is a global trade enabler we are we provide a lot of port services in also like provide like free zone services right now for our customers and now more and more into developing unique solutions for our customers and the customers are a combination of liners freight forwarders cargo owners all of the above we are like you said the scale is like very fascinating in over 40 plus countries 80 plus terminals all over the world and then thousands of dollars of trade actually goes through our network which is very very exciting to be so thank you again for having us yeah and I think it's it's many billions of dollars afraid to go through your auric maybe over billions of dollars afraid thank you for clarification no it's a very very large deprecation so much like the theme we've been talking about your your industry is going through transformation and maybe unless apparent as the audience is a you know interesting and maybe some people don't know about maybe can you talk about the transformation or the challenges that you think DP world is facing I think our customers like one of the things that they want is faster delivery on-time delivery repeatable and then you know it's just like having visibility for the cargo from end to end yeah I think the acceleration of flow of goods from anywhere to anywhere there's so much time-sensitive Freight a lot of afraid that we move from farm to table perishable and nature becomes extremely important for the customers to know where the freight is and how quickly we can get it to them on time through the ports that context and providing visibility and transparency and then speed of delivery is like extremely important in our business and those are some of the things that we're trying to challenge and then make it better day in and day out okay so I mean all of us probably see the end result of that but here I don't realize all the work that takes to get it there with those are the challenges you know what it would it's DP world's approach how do you plan to address some of those challenges I think some of the things that you mentioned is like digitization is extremely extremely important I think one of the things is whether we use a terminal operating system the least number of moves that we have to make to make from a ship to the shore and then subsequently moving the container to the facilities of our customers whether it's fake forwarders or liners that providing visibility and to end and also like the port community system which actually shows how easy it is to go back and do ease of business with us so how easily can we enter our facilities and leave our facilities and then you know just be a tenant in our free zones or what have you all of these things require standardization and digitization and then of course you know leveraging the Oracle ERP to find a single source of truth and how they balance and then it all the way to a simple thing is naming convention and how do we standardize that leveraging a product is equally important so you know we we talked a little bit this earlier and I think people in in some industries see it very easily obviously you know uber as an example of a cait disrupted the industry for transportation or taxi things like that how do you see in your industry in the age of disruptors you know how do you see DP world playing as a disruptor or you defending again so how are you changing the landscape or is it some of they it's a it's a you know shipping container industry it's it's very ecstatic know that it's not a dynamics of this industry in terms of trade flow and then how things move based on so the paid flow will always happen but there is geopolitics or how the processes are and it's our job to go back and find alternative ways of effective ways of routing and raiding and finding the best solutions for our customers from anywhere to anywhere so that will continue to happen in our business and the best opportunity for that you mentioned a lot of really good tools about like machine and identifying knowing your customer how these shipping products how quickly does product which is actually perishable needs to get into a grocery store or what have you and how do we enable to ensure that you're saving time and every leg of our supply chain becomes very very critical so I think leveraging machine learning knowing your customer and then building a next related platform or all key things that we need to use for disruption and then you know again we're obviously a technology company we're partner of yours maybe describes the group how you're using and how you plan to use Oracle as part of that digitization / disruption process so I think we we just started the journey of implementing Oracle Fusion we've been an Oracle partner for a while we use CRM of your products earlier on and then in in variety of four ports we use like either the procurement or finance or some of these modules right now but now unifying this and then having the ability to go back and then track your either financial expenditure through and through or identifying like the locations and then going like closing out like a financial statements all of the above are going to be significant digital automation that we'll be doing and leveraging and and what it translates to is like how quickly can we in turn deliver products faster to our customers so I think you've given us a really good base and foundation we just finished the first deployment and we are excited about continuing on this journey okay now I probably should have done this at the beginning but what we saw here the customers today all customers use all parts of it but but really frankly at the beginning with the device World Trade Center their focus on our CRM use of applications with then what Ellen talked about was largely our HR use of applications and now you're really talking about the diffusion ERP or being a set of applications so what about you know I talked a little bit about IOT and some blockchain other emerging technologies from your perspective CTO of a dynamic industry what are the emerging technology that you have your eye on or do you want Oracle to like focus on to help you as it as it comes about I think both IOT as well as blockchain that you mentioned are extremely important for us the immutability of the data and making sure that you know how do we go back and ensure a record level encryption or variety of data that is like so customer centric right now we want to leverage more and more of the blockchain for shipment documentation or you know some of the things that you mentioned about like finance earlier on all of the above have like very good applications right now we would love to partner with you on that and IO to use got like really whether it's just like the location of a container or you know how do we go back and how fresh is the product in the container there's so many devices that's actually coming in in terms of looking at visibility not only in the port for safety purposes and how quickly we can actually come into the port for Admiralty management this tremendous amount of opportunities in terms of vision systems and IOT we would love your health as it relates to that yeah it's kind of amazing I I kind of think of your company or industry is basically physical locations for containers and now of a sudden you need to know what's in the container you know is there how the expiry date how to move it quickly I mean you've become a technology company if you absolutely are and then I think we it's just like the foundations of building a technology company comes with a strong ERP and that's where you guys are supporting and then not to add a proper you guys but it is it is like I think the so for all the journey has been like very pleasant to work with you guys I think you've done a fantastic job for us that's that's fantastic thank you for joining us all right appreciate it right thank you guys okay and then finally so what I tried to talk today about was and hopefully you've got the general theme and you got it across a number of different customers in different industries and you see it yourselves every day as consumers your expectations go up your choices are up your flexibility changes up and so the ability to change your businesses much more dynamically and be much more customer focused as is key between providing you the most complete solution the technology the best solution incorporating data and with the UI and our customer focus we believe or can do that for you and the final element is we really feel strongly is the time is now and we understand that we have many customers who have been very loyal with us through our on-premise applications some of you do not use any Oracle applications the reason we feel the time is now is we feel we are ready we're ready for product wise in terms of the technology and capabilities we have programs designed specifically like our soar program to migrate our existing install base from one of our products to our cloud-based products that live your solution and importantly we have reference customers for you to talk to who've gone through a very similar journey and with that the last customer element which I'll talk about today is really Oracle so to give you an idea at Oracle at Oracle we run the entirety of our business across our cloud software we run it in the same data center as our customers we run it with the same update as our customers it's on the exact same version to give you an idea of scope we are a roughly 130,000 employee company we run all of our HR processes on the same HR product - ellen described going forward we are also a manufacturing business we manufacture Exadata kind of assembled order if you will but we also have a micro business a point-of-sale so we manufacture commodity business we run all of our manufacturing in the same instance of our cloud we are a roughly 40 billion dollar run rate company we do all of our public company we do all of our financials in our public cloud and for the last two quarters and now the plan is on a go-forward basis we not only had our books closed and audited for the quarter but we had all of our SCC and reporting paperwork and our conference call done everything end end in 11 days not 11 working days 11 days after the end of our quarter we had reported to all of our statutory authorities and filed a paperwork so all the book closing was done completely for earnings in commerce call again all in the same instance of cloud we have tens of thousand salespeople all of our leads forecasting done through a CRM system in our cloud we have our consult was a reasonably large professional service business all of our billing to our customers in charge enough time done through our project management system in the same cloud so we are a case study now for all of you to look at if you want to know best practices and implementing HR or finance or manufacturing or CRM or our project application project billing we can't represent all industries we can represent a large number of industries and give you a global company operating just about every company in a country in the world at a grand scale using the exact same software we're recommending to you our customers getting those exact same updates and all those benefits so with that confidence the time is now I very much thank you for attention and I hope you enjoy the rest of the conference thank you you

Channel: Oracle

Views: 749

Keywords: 3play, 40496906, chro, cio, cto, dubai world trade centre, evp applications development, ellen dubois du bellay, farid farouq, mike bhaskaran, ow-20-01, openworld keynotes (full), oracle open world, steve miranda, dp world, dubai, events, jumeirah group, keynotes and presentations, oow, oow 2020, oow2020, open world 2020, openworld dubai 2020, oracle openworld middle east: dubai 2020, search-gallery, 6129645039001

Id: 5K4Uy6LYoSw

Length: 73min 9sec (4389 seconds)

Published: Wed Feb 05 2020