>> Hello everyone, I'm John Furrier cohost, founder Silicon Angle media, we are here in our Palo Alto studios for cube conversation with your Juergen  Linder, who's the senior vice president of Oracle SaaS. You're getting great. Great to see you again. Thanks for coming in. Appreciate, uh, the time senior vice president of ERP, SaaS, you handling all the business aspects of the Oracle cloud is correct. And you'll lots happening. What's the big, the big story right now? >> Well, here at OpenWorld, it's, it's a little bit of a kid in a candy to your point, I do think it's fantastic that we can store. I mean, showcase our innovation capacity. What we have really done and you're going to see most of those announcements are around how we pervasively infuse emerging technology into our product lines. So not just a sidecar concept, but productizing out use cases where customers can reap an immediate business benefit as of day one. So allow me maybe to plow through some of those. There is a lot of it, um, what's happening and one of the big ones is certainly around cloud ERP. If it's a huge investment for us, we'd like to think it's the most strategic SaaS investment you will ever do. From that perspective. We're very committed to make sure that the emerging technology is applied for business impact. What I mean with that is take examples such as, um, intelligent payments. So imagine you have a cash surplus all of a sudden, which is a great position to be in, but two, how do you allocate it to strategically cultivate supplier relationships based off in the moment data based on machine learning suggestions. Think about the change that we're seeing out there in terms of business models. I mean product as a service is a completely different model in which our companies need to operate. So this entire motion of shipping transactionally into going into a service provider model is huge for a lot of companies and oftentimes they have multiple business models to cater to. So big announcement, this open world is subscription management, which is a unique offering where we have really plowed together the combined strengths of our customer experience cloud to handle seamlessly the customer facing interactions. So sales, service, marketing type of pieces. But teamed up with our ERP offering to really have all of the billing, the renewal cycles, the um, revenue recognition seamlessly solved in one offering. So big announcement for us. >> So on the subscription management is that for the ERP years at Oracle Cross, all oracle portfolio products are specifically ERP. >> It's both actually, it's, it spans the customer experience piece, but it's also natively embedded into the Oracle ERP cloud to have it a seamless experience because we don't think that you can solve subscription management in isolation. Oftentimes you feel vendors who does it on the customer experience side, but then you'd still need to have the backend features to make sure that you can deliver on the promise that you do understand the customer intimately, that you could do effective up cross sell and handle the renewal cycles. Constantly tap into the customer sentiment to see if they're happy and just see them grow. So we'd like to think it's really a combined effort between what we have as customer experience and the ERP side >> I mean, this brings up a great point because I think you're hitting on the major trend that's happening around Oracle open world, certainly in the industry right now that is integrating a lot of different functions. I mean ERP, they want knows ERP was lifted the days that's really critical software and it powers the business. It's not going anywhere. What people are concerned about, how do I extend the capability of the data that I have? Yes, and cross connected so that it's seamless, so I want to just go a little slow on the subscriber management thing. So what you're saying is you upgraded subscriber management so that the customer can manage their piece of their business without mangling or changing or tweaking any of are taking me through that. I was at. How are they rolled that out? What's the use case of that >> I think this is important to hit on the key point which is data mean. specifically? They give an example. What Oracle always has been synonymous with is owning, managing and securing the world's data. We'd like to live on that heritage for a while because we think it's fundamentally differentiating. If you want to bring those emerging technologies to life for outcomes, um, since we're covering all lines of businesses in the cloud and are ready to go today, it brings us into a very unique position to really stitch together data points very elegantly across a unified data platform, right? Where data travel seamlessly. Because if you think about a subscription business, there's so many aspects that goes into that. Think about conducting, collecting sensory data based on Iot. >> A lot of databases are out there and you have multiple databases you're hitting. >> Oh absolutely. So we want to make sure that obviously any data that we're collecting about the usage of a given product allows us to find tune the business model for subscription. If we have the customer or if the company made a decision to go into a subscription model, it's huge from a revenue recognition perspective, how do you report that out? It has to do with how do you service the customer constantly predict and anticipate the very next move four up and cross selling type of mechanism. So it's a big movement. >> Customer intimacy used to be a cx problem, now it's an integrated data problem and it's interesting because, you know when I broke into the business when I was graduated from college, the word data processing was a department when you guys were in the database business mean data processing now is a core competency that's not limited to one siloed system or one abstract system like an ERP or cx. It's managed to everything. So you have to do data processing because that's the value. So if, if that's the case and more data is coming to the marketplace, you need machine learning, you need to have the tools. So I gotta ask you Oracle Open world, you guys are doing some announcements around Ai. What's the impact to ai particular or using or managing whether it's symbolic systems, which is a little bit different in ai reasoning. Is is a thing processing and reasoning around the data now you need ai for that. So what are you guys announcing around ERP, oracle cloud and ai? >> So it's fundamentally that, to your point, I had the pleasure of implementing ERP system at customer side on the sis side. I had problems or challenges in my business career to bring them to life on the software development side, but fundamentals have stayed the same. You need to have data consistency and as a complete view of the business. Now, to your point, I'd like to think that machine learning and emerging technologies at large provide a new canvas on how you can create and look at every single business process as we know it so you see us talk about it because I'm all about intelligent process automation in the ERP context. What that means is if you take a typical company, about 85 percent is spent on keeping the lights on, closing the books, doing all of the in hyphened, mundane but necessary stuff, and 15 to 20 percent is typically dedicated towards innovation of new business model. Serving customers with new business model or just being the change agent that typically the finance function wants to be. I mean, there's a reason, for example, why Kraft Heinz had a cfo or has still has a CSR, was 29 years old. They're not hired necessarily for the seniority they hired for the change ability. >> The culture change is both business culture and there's also tech culture that culture cloud, native agile data at the center of the value proposition. Now culturals is about expectations I I need it relevant. I mean it's a commitment problem to needed. I need it fast. solve too as well on both business skills gap and also technical. >> I mean to your  point, I mean kid in a candy store is like the the best way I can describe it. I think every single business process and in the nineties we had this big theme of business process reengineering. You know that I'd like it comes back on steroids right now because you can simply look at every single business process once again and see where the human element and the machine or a robotic element can simply provide superior outcomes. Think about use cases of detecting fraudulent spend more easily like machines are simply better at that. We have to admit that if we can liberate the human potential at large and tap into the ingenuity by liberating them from the mundane and shifted you towards value at, that's huge. So our commitment of infusing machine learning and ai constantly in every single business process and learning from your decision like John, if you have the same workflow and you approved it 99 times, the system should start taking a hint. It doesn't mean hard coding and rewiring the work flow. The system automatically should learn from your behavior. So this is what we talk about, intelligent process automation. It also extends into what we call intelligent process performance management where our entERPrise performance management cloud is very sophisticated and analytical capabilities, but now it's taking it to the next level of prediction, learning, anticipating, constantly and suggesting actionable results. So a lot of things and chatbots for expenses is the entire communication with the system. It's just branded in a way where I say, when is the last time you had an intelligent conversation with your ERP system? A lot of people would say never. >> Well, I think people would love to get more value out of the data. And certainly the work that ERP systems have done as foundational mechanisms or plumbing or infrastructure and software is critical. Data's in there, right? So, yes. But the interesting topic that's becoming apparent and Oracle, you've, you guys lived this and you know at, uh, your other career at sap client server had a great growth when heterogeneous network started to appear, correct? So heterogeneous is a word that's not just a customer problem, it's an oracle opportunity as well because you have to be heterogeneous in an mov yourself. >> Absolutely. >> Then that's the data is the bridge of your internal system. So it's not just here's your oracle, between all of that. So now you have heterogenaity around all go buy some European, deploy it in the customer's heterogeneous environment. You gotta have a heterogeneous integration than Oracle into a cloud environment for the customer, makes it more complex, but the data becomes the key asset. >> Data is the key asset. And this is why we took decisive steps about a decade ago to really rewrite from scratch for the cloud. So we're really not trying to get away with hosting or legacy into the cloud because I think it's a fundamentally flawed strategy, right? So we also learned from what I call typical SaaS, one point old patterns where certain vendors tackled one business problem in isolation, but then it's upon the customer once again to stitch it painfully together with all of the risk it has like security risks, um, data silos that you so desperately trying to run away from comeback on steroids in the age of multicloud. Right? So it's oftentimes what we're seeing is that tactical cloud adoption, our customer and prospect conversations give way to more strategic longevity type of SaaSs consideration. And this is where we think we have a great story to tell by having everything in the cloud. Every line of business re architected for the cloud, but then of course the entire stack So of course we want to make sure that everything that comes out of Oracle depth to support it. works best stitched together. But by all means, it's really that we acknowledged that customers have heterogeneous environments that were open to connect, extend any type of starting point a customer might have. >> So one of the things I've been impressed with Oracle and the previous announcements is your affinity towards some of the emerging tech you guys aren't afraid to, to run at a new environment. And Larry Ellis was classical old with Larry. We'll wait until he sees clear And because you got a big business, you've got zillions of customers, visibility that he'll run hard at it and it's been fun to watch. uh, and you're modernizing and real time. But the big change that's on the market is the blockchain. You guys got some announcements happening around here at Oracle Open? Correct. And you made an announcement earlier what new things are coming out with blockchain because blockchain actually is a database model. It's a little bit decentralized, but it has great use cases, low hanging use case, independent of all the hype and uncertainty around cryptocurrency. But certainly blockchain is an enabling. Technology will impact your world. What new things you announcing here? >> For me, that's likely the most fundamentally disruptive technology heading our way. To your point, still a little bit at the infancy compared to other emerging technologies, but the profoundness of change with this new trust fabric is just massive for every single business process as we know it. Um, so when we discussed with customers, it's really that we try to give our customers a headstart for immediate business impact, meaning we're shipping applications, productized use cases. So the announcements this week are really around intelligent track and trace, making sure that any given point in time, you know exactly where in the supply chain you're product is, what are the handover points all documented seamlessly. You see an announcement around what we call the intelligent cold chain, big topic for some pharmaceutical companies, for example, or food and beverage, right? To have refrigerated products where you need to prove that they never surpassed the temperature threshold. For example, in the supply chain document that via supplied via block chain, we have, um, what we call warranty and usage as a use case. Just simplifying the settlements, the claim processes for any type of things here. So we have multiple more that are in the labs right now. Take an hcm use case, for example, where everyone of us had some educational experience, right? And we want to make sure that the hiring process becomes as if, uh, did you go to the school, you said you went, you know, your supply chain, you know, your journey in life as a, as a value chain. I mean the first universities are actually posting the certificates, unblocked chain so that you have this immutable record and the entire vetting of credentials in the hiring process, which is so cost intensive time intensive could be shaved off seeming as >> One of the things I'm personally passionate about and then release our video businesses that one of the big problems that's going to becoming great fast as deep face tampering with video. One of the things that we're thinking about it, how to put our videos on the blockchain to look at whether it's been tampered or not. Absolutely. Because you know, you can take this video. Could you say something that because this big, this legit problem was verified. So again, this is a verification about it and people want to know, did the produce come from that? Certain lawyers production, certainly manufacturing operations is Qa issues. This is real. These are real world examples. This is not like some pie in the sky hyped up. Tulip craze >> Funny you mentioned that we actually have an innovation panel on Tuesday afternoon where we have, for example, one of the largest food manufacturers in the world building on our blockchain cloud services. Those types of use cases and just amazing what we're seeing in terms of the impact emerging technologies can have and quite frankly business impact we're going to see out of that. >> I think I personally think, and I'd love to get your reaction to this because it's something that we talk a lot on the cube allowed in is good feedback on is that you're going to have to explain yourself and have verification because there's a lot of black box processes that have to be an unexposed because people want to know the transparency of how things move through the system. Whether it's, whether it's fruit, whether it's videos, whether it's someone's resume or credentials, reputation. These are new ways that needs to be explained by algorithms. Yes, so now the black box is going to be opened up. This is an opportunity. It's a threat to a lot of people, so you're on. Do you agree with that idea that there'll be soon things will be explained and be able to be inspected eventually. >> Transparency is huge and as to your point, I don't think you can hide a lot of things going forward anymore, so everything becomes more transparent, but with enabling technology such as blockchain for example, they also become immutable into dispute to your ability to to, to, to, to alter the information flow becomes less so. It's both. I'm very enlightening in terms of having transparency, speeding up business processes and to your point also understanding the origin where something originated. We have a lot lineage, for example, as another blockchain applicant. Live lineage, you mean like production lots, production loads, for example in provenance, right? To really understand the genealogy example that understand the genealogy as to where, for example, certain parts of your supply chain really come from. Do they come from countries for example, where you shouldn't be doing business So it's all those types of things where you can always prove like maybe the with? Right. >> Chinese put a chip on a board and puts it in Amazon Apple Data Center. That's a supply chain concern. But I totally wouldn't you love to know where that motherboard is. I mean, this is, these are real world examples. If it went through to press the last couple of weeks, it definitely is. It's a real. Aws and apple have vehemently denied, strenuously objected to the claim. I refuted. I would, I checked it out, I think with the Bloomberg story wrong, but we know that there is hacking going But again, this is an example of, on, no doubt. as things are moving around a lot, whether their workloads are manufacturing, this is a data problem. >> It all comes down to data. I mean data is the ultimate weapon in this age where they were in right now, um, and the company that can help you best to have as much data meaning first party generated data, but then also complement that with, for example, Oracle data cloud, right? Really Privacy compliant. Third Party data points to have this contextual demographic, Geo geolocation type of context to really delight customer experience and compliment your own insight is massive and we'd like to think we have a great story to tell not only being to manage this data but also to Securitas data because data security is massive. I mean I have been a personal victim of the equifax hack, so since then I take it very much seriously. >> I mean not take credit card fraud on that. >> You had been to be honest, I mean like impact was less than I'd expected it, but it's still scary to see as to how fast your privacy can be compromised. Right? So you definitely want to make sure that be hacked and some advice we you want to be hacked. Just tell people you own a lot of big coin. You'll be hacking in a heartbeat. But this is the culture. Let's get back down to this core issue because Larry Ellison said a couple open oracle liberals will go, that security should be always on. Yes. And this is a fundamental concern. So you know, as you guys look at bringing this customer experience together, bringing the unity of the data together. Um, I mean there's a lot of oracle products out there. You got, you got ERP and hcm, you've got cx data, cloud, all these things are out there, right? So bottom line, that's SaaS cloud for Oracle. What is the, what's the mission, and simplify it for us. What if I'm a customer? I got a lot of Oracle, I have some oracle, maybe I want more or less or I don't And what's the value proposition for oracle cloud's SaaS solutions? know. Bottom line. >> In a nutshell, it's about future proofing the business of our customers. I'd like to think that cloud is in hyphened the inevitable destination for us to serve the customers and our prospect base at large to help them just be ahead of the curve in either driving innovation, taking advantage of data points to turn it into a competitive advantage and having this quick ability on a quarterly basis to surface as innovation, but don't leave the customer alone with standalone innovation platforms. Sidecar concepts by making sure we have a holistic architectural approach to surface in the context of the business when you need it and making sure. So for us it's really the fundamental way how we can better serve our customer base and our prospect base and we'd like to think that the decisiveness of the architecture we have chosen about a decade ago brings us a lot of advantages right now where customers are realizing tactical cloud adoption was trust. One, LOB is short lift potentially, so they're looking at holistic cloud suites and we have everything in the cloud plus we have the architectural depth to really surface and actually tackle any business problem right now, not as a promise and a couple of years and then also keeping a roadmap, making some extensibility. >> Alright. Personal question. You're again. What are you personally excited about right now? Obviously you've seen a lot of ways of innovation with sap. Now you're at Oracle, you've seen the client server wave, you're now on the cloud wave. What are you personally excited about this next modern infrastructure and software environment as it starts to evolve, that big wave is coming? What's most exciting for you? >> For me, it's really the possibility to re think about every single business process as we know it. It's so fundamental, those technologies, machine learning, constantly learning from your decision that the experience at large, how you interact with a system. We're so conditioned in consumer life that you ask a question, you get this instant gratification of a response. This is exactly the type of experience we're going to see an entERPrise systems as well. So I do think the demographics, the requirements into an ERP system, an entERPrise system at large have changed and we're excited about the ability to serve that up now on a quarterly basis with speed and also customer responds of course, right? Because SaaS for us as a fantastic opportunity to get instant feedback, we can do ab testing, we can immediately see as the, what's used, what's not used. Right? So for us as a vendor, I think we have to be on our toes because I mean there's no hiding in SaaS, right? I mean either you deliver or your don't. Yeah, it's incident. Um, so there's a lag time of shipping info, innovation, safeguarding our customers, and I think we have a great story to tell for customers who have invested with us already in the past with on premise investments, how we can shepherd them into the cloud era at the most predictable type of timeframe caused everything. You mentioned one word which was key unity, which is one of the announcement I forgot to tell customer experience, unity in the past. I think what we have seen on the customer experience side is oftentimes that vendors have taken an approach where you had sales service, marketing, commerce, oftentimes siloed cx. Unity is really our fundamental commitment to making sure that the data management of every single dynamic touchpoints we have with a customer is constantly live up to. But do your point. I think oracle has a fantastic set of cards to deal with customers to help them in any starting point of their journey right now. Not In the future, no re architecture needed. We can take that right out to them. >> I think Oracle is a great opportunity with the data play. I'll see databases, not a foreign concept, the word database, um, data processing, real time. I mean, I think the integration, you guys have a good opportunity and great to great to see you and thanks for spending a QP, appreciate anything, keep conversations. You're lending there. Who's the senior vice president? Oracle SaaS cloud here in the studio, Palo Alto. A lot going on around Oracle. OpenWorld happening. I'm John Furrier. Thanks for watching.

>> Narrator: Live from Las Vegas, it's the CUBE covering ServiceNow Knowledge 2018. Brought to you by ServiceNow. >> Welcome back everyone, we are wrapping up three big days of the CUBE's live coverage of ServiceNow Knowledge 18. I'm your host Rebecca Knight along with my cohost Dave Vellante and Jeffrick. It has been such fun co-hosting with you both. It's always a ghast to be with you so three days, what have we learned? We've learned we're making the world of work work better for people. Beyond that what do you think? >> New branding you know there which I think underscores ServiceNow's desire to get into the C-Suite. Become a strategic partner. Some of the things we heard this week, platform of platforms. The next great enterprise software company is what they aspire to, just from a financial standpoint. This company literally wants to be a hundred billion dollar valuation company. I think they got a reasonable shot at doing that. They're well on their way to four billion dollars in revenue. It's hard to be a software company and hit a billion. You know the number of companies who get there ar very limited and they are the latest. We're also seeing many products, one platform and platforms in this day and age beat products. Cloud has been a huge tailwind for ServiceNow. We've seen the SaaSification of industries and now we're seeing significant execution on the original vision at penetration into deeply into these accounts. And I got to say when you come to events like this and talk to customers. There's amazing enthusiasm as much of if not more than any show that we do. I mean I really got, what's your take? >> We go to so many shows and it's not hard to figure out the health of a show. Right you walk around the floor, what's the energy, how many people are there? What's the ecosystem I mean, even now as I look around we're at the very end of the third day and there is action at most of the booths still. So it's a super healthy ecosystem. I think it grew another 4,000 people from this year of the year of year growth. So it's clearly on the rise. SaaS is a big thing, I think it's really interesting play and the kind of simple workflow. Not as much conversation really about the no code and the low code that we've heard in the past. Maybe they're past that but certainly a lot of conversation about the vertical stack applications that they're building and I think at the end of the day. We talked about this before, it's competition for your screen. You know what is it that you work in everyday. Right if you use, I don't care what application. SalesForce or any SaaS application which we all have a lot of on our desktop today. If you use it as a reporting tool it's a pain. It's double entry, it's not good. But what is the tool that you execute your business on everyday? And that's really a smart strategy for them to go after that. The other thing that I just think is ripe and we talked about a little bit. I don't know if they're down playing it because they're not where they want to be at or they're just downplaying it but the opportunity for machine learning and artificial intelligence to more efficiently impact workflows with the data from the workflow is a huge opportunity. So what was a bunch of workflows and approvals and this and that should all get, most of it should just get knocked out via AI over a short period of time. So I think they're in a good spot and then the other thing which we hear over and over. You know Frank Slootman IT our homies I still love that line. But as has been repeated IT is everywhere so what a great way to get into HR. To get into legal, to get into facilities management, to get into these other things. Where like hey this is a really cool efficient little tool can I build a nice app for my business? So seemed to be executing on that strategy. >> Yeah CJ just said IT will always be at our core. Rebecca the keynote was interesting. It got mixed reviews and I think part of that is they're struggling we heard tat from some of our guests. There's a hybrid audience now. You got the IT homies, you got the DevOps crowd and then you got the business leaders and so the keynote on day one was really reaching an audience. Largely outside of the core audience. You know I think day two and day three were much more geared toward that direct hit. Now I guess that's not a bad thing. >> No and I think that I mean as you noted it's a hybrid audience so you're trying to reach and touch and inspire and motivate a lot of different partners, customers, analysts. People who are looking at your business in a critical way. The first day John Donahoe it struck me as very sort of aspirational. Really talking about what is our purpose, what do we do as an organization. What are our values, what problems are we trying to solve here and I think that that laying out there in the way that he did was effective because it really did bring it back to, here's what we're about. >> Yeah the other thing I learned is succession has been very successful. Frank Slootman stepped down last year as CEO. He's maintained his chairman title, he's now stepped down as chairman. Fred kind of you know went away for a little while. Fred's back now as chairman. John Donahoe came in. People don't really put much emphasis on this but Fred Luddy was the chief product officer. Dan McGee was the COO, CJ Desai took over for both of them. He said on the CUBE. You know you texted me, you got big shoes to fill. He said I kept that just to remind me and he seems to have just picked up right where those guys left off. You know Pat Casey I think is understated and vital to the culture of this company. You know Jeff you see that, he's like a mini Fred you know and I think that's critical to maintain that cultural foundation. >> But as we said you know going the way that Pat talked about kind of just bifurcation in the keynote and the audiences in the building and out of the building. Which I've never heard before kind of an interesting way to cut it. The people that are here are their very passionate community and they're all here and they're adding 4,000 every single year. The people that are outside of the building maybe don't know as much about it and really maybe that aspirational kind of messaging touched them a little bit more cause they're not into the nitty gritty. It's really interesting too just cause this week is such a busy week in technology. The competition for attention, eyeballs and time. I was struck this morning going through some of our older stuff where Fred would always say. You know I'm so thankful that people will take the time to spend it with us this week. And when people had choices to go to Google IO, Microsoft build, of course we're at Nutanix next, Red Hat Summit I'm sure I'm missing a bunch of other ones. >> Busy week. >> The fact that people are here for three days of conference again they're still here is a pretty good statement in terms of the commitment of their community. >> Now the other thing I want to mention is four years ago Jeff was I think might have been five years ago. We said on the CUBE this company's on a collision course with SalesForce and you can really start to see it take shape. Of the customer service management piece. We know that SalesForce really isn't designed for CSM. Customer Service Management. But he talked about it so they are on a collision course there. They've hired a bunch of people from SalesForce. SalesForce is not going to rollover you know they're going to fight hard for that hard, Oracle's going to fight hard for that. So software companies believe that they should get their fair share of the spend. As long as that spend is a 100%. That's the mentality of a software company. Especially those run by Marc Benioff and Larry Ellis and so it's going to be really interesting to see how these guys evolve. They're going to start bumping into people. This guy's got pretty sharp elbows though. >> Yeah and I think the customer relation is very different. We were at PagerDuty Summit last right talked to Nick Meta who just got nominated for entrepreneur of the year I think for Ink from GainSight and he really talked about what does a customer management verses opportunity management. Once you have the customer and you've managed that sale and you've made that sale. That's really were SalesForce has strived in and that's we use it for in our own company but once you're in the customer. Like say you're in IBM or you're in Boeing. How do you actually manage your relationship in Boeing cause it's not Boeing and your sales person. There's many many many relationships, there's many many many activities, there's somewhere you're winning, somewhere you're losing. Somewhere you're new, somewhere you're old and so the opportunity there is way beyond simply managing you know a lead to an opportunity to a closed sale. That' just the very beginning of a process and actually having a relationship with the customer. >> The other thing is so you can, one of the measurements of progress in 2013 this company 95% of its business was in IT. Their core ITSM, change management, help desk etc. Today that number's down to about two thirds so a third of the business is outside of IT. We're talking about multi-hundreds of millions of dollars. So ITOM, HR, the security practice. They're taking these applications and they're becoming multi-hundred million dollar businesses. You know some of them aren't there yet but they're you know north of 50, 75 we're taking about hundreds of customers. Higher average price, average contract values. You know they don't broadcast that here but you know you look at peel back the numbers and you can see just tremendous financial story. The renewal rates are really really high. You know in the mid 90s, high 90s which is unheard of and so I think this company is going to be the next great enterprise software company and their focus on the user experience I think is important because if you think about the great enterprise software companies. SalesForce, Oracle, SAP, maybe put IBM in there because they sort of acquired their way to it. But those three, they're not the greatest user experiences in the world. They're working on the UI but they're, you know Oracle, we use Oracle. It's clunky, it's powerful. >> They're solving such different problems. Right when those companies came up they were solving a very different problem. Oracle on their relational database side. Very different problem. You know ARP was so revolutionary when SAP came out and I still just think it's so funny that we get these massive gains of efficiency. We had it in the ARP days and now we're getting it again. So they're coming at it from a very different angle. That they're fortunate that there are more modern architecture, there are more modern UI. You know unfortunately if you're legacy you're kind of stuck in your historical. >> In your old ways right? >> Paradigm. >> So the go to market gets more complicated as they start selling to all these other divisions. You're seeing overlay, sales forces you know it's going to be interesting. IBM just consolidated it's big six shows into one. You wonder what's going to happen with this. Are they going to have to create you know mini Knowledges for all these different lines of business. We'll see how that evolves. You think with the one platform maybe they keep it all together. I hope they don't lose that core. You think of VM world, rigt there's still a core technical audience and I think that brings a lot of the energy and credibility to a show like this. >> They still do have some little regional shows and there's a couple different kind of series that they're getting out because as we know. Once you get, well just different right. AWS reinvents over $40,000 last year. Oracle runs it I don't even know what Oracle runs. A 65,000, 75,000. SalesForce hundred thousand but they kind of cheat. They give away lot of tickets but it is hard to keep that community together. You know we've had a number of people come up to us while we're off air to say hi, that we've had on before. The company's growing, things are changing, new leadership so to maintain that culture I think that's why Pat is so important and the key is that connection to the past and that connection to Fred. That kind of carried forward. >> The other thing we have to mention is the ecosystem when we first started covering ServiceNow Knowledge it was you know fruition partners, cloud Sherpas I mean it. Who are these guys and now you see the acquisitions, it's EY is here, Deloitte is here, Accenture is here. >> Got Fruition. >> PWC you see Unisys is here. I mean big name companies, Capgemini, KPMG with big install bases. Strong relationships it's why you see the sales guys at ServiceNow bellying up to these companies because they know it's going to drive more business for them. So pretty impressive story I mean it's hard to be critical of these guys, your price is too high. Okay I mean alright. But the value's there so people are lining up so. >> Yeah I mean it's a smoking hot company as you said. What do they needed to do next? What do you need to see from them next? >> Well I mean the thing is they laid out the roadmap. You know they announced twice a year at different cities wit each a letter of the alphabet. They got to execute on that. I mean this is one of those companies that's theirs to lose. It really is, they got the energy. They got to retain the talent, attract new talent, the street's certainly buying their story. Their free cash flow is growing faster than their revenue which is really impressive. They're extremely well run company. Their CFO is a rockstar stud behind the scenes. I mean they got studs in development, they got a great CEO they got a great CFO. Really strong chief product officer, really strong general managers who've got incredible depth in expertise. I mean it's theirs to lose, I mean they really just have to keep executing on that roadmap keeping their customer focus and you know hoping that there's not some external factor that blows everything up. >> Yeah good point, good point. What about the messaging? We've heard as you said, it's new branding so it's making the world of work work better, there's this focus on the user experience. The idea that the CIO is no longer just so myopic in his or her portfolio. Really has to think much more broadly about the business. A real business leader, I mean is this. Are you hearing this at other conferences too? Is it jiving with the other? >> You know everyone talks about the new way to work, the new to work, the new way to work and the consumers they sort of IT and you know all the millennials that want to operate everything on their phone. That's all fine and dandy. Again at the end of the day, where do people work? Because again you're competing everyone has, excuse me many many applications unfortunately that we have to run to get our day job done and so if you can be the one that people use as the primary way that they get work done. That's the goal... >> Rebecca: That's where the money is. >> That's the end game right. >> Well I owe that so the messaging to me is interesting because IT practitioners as a community are some of the most under appreciated. You know overworked and they're only here from the business when things go bad. For decades we've seen this the thing that struck me at ServiceNow Knowledge 13 when we first came here was wow. These IT people ar pumped. You know you walk around a show the IT like this, they're kind of dragging their feet, heads down and the ServiceNow customers are excited. They're leading innovation in their companies. They're developing new applications on these platforms. It's a persona that I think is being reborn and it sound exciting to see. >> It's funny you bring up the old chest because before it was a lot about just letting IT excuse me, do their work with a little bit more creativity. Better tools, build their own store, build an IT services Amazon likened store. We're not hearing any of that anymore. >> Do more with less, squeeze, squeeze. >> If we're part of delivering value as we've talked about with the banking application and link from MoonsStar you know now these people are intimately involved with the forward facing edge of the company. So it's not talking about we'll have a cool service store. I remember like 2014 that was like a big theme. We're not hearing that anymore, we've moved way beyond that in terms of being a strategic partner in the business. Which we here over and over but these are you know people that header now the strategic partner for the business. >> Okay customers have to make bets and they're making bets on ServiceNow. They've obviously made a bunch of bets on Oracle. Increasingly they're making bets on Amazon. You know we're seeing that a lot. They've made big bets on VM ware, obviously big bets on SAP so CIOs they go to shows like this to make sure that they made the right bet and they're not missing some blind spots. To talk to their peers but you can see that their laying the chips on the table. I guess pun intended, I mean they're paying off. >> That's great, that's a great note to end on I think. So again a pleasure co-hosting with both of you. It's been a lot of fun, it's been a lot of hard work but a lot of fun too. >> Thank you Rebecca and so the CUBE season Jeff. I got to shout out to you and the team. I mean you guys, it's like so busy right now. >> I thought you were going to ask if we were going next. I was going to say oh my god. >> Next week I know I'm in Chicago at VMON. >> Right we have VMON, DON, we've got a couple of on the grounds. SAP Sapphire is coming up. >> Dave: Pure Accelerate. >> Pure Accelerate, OpenStack, we're going back to Vancouver. Haven't been there for a while. Informatica World, back down here in Las Vegas Pure Storage, San Francisco... >> We got the MIT's CTO conference coming up. We got Google Next. >> Women Transforming Technology. Just keep an eye on the website upcoming. We can't give it all straight but... >> The CUBE.net, SiliconAngle.com, WikiBon.com, bunch of free content.- you heard it here first. >> There you go. >> For Rebecca Knight and Jeffrick and Dave Vellante this has been the CUBE's coverage of ServiceNow Knowledge 18. We will see you next time. >> Thanks everybody, bye bye.

(upbeat music) [Narrator] Live from Las Vegas. It's the CUBE, covering Oracle Modern Customer Experience 2017. Brought to you by Oracle. >> Welcome back everyone. We're live in Las Vegas here at the Mandalay Bay for Oracle's Modern Customer Experience conference, their second year. This is the CUBE, Silicon ANGLES flagship program. We go out to the events and extract the signal from the noise. I'm John Furrier. My co-host Peter Burris, head of research at Wikibon.com. Our next guest is Jack Berkowitz who's the Vice President of Products and Data Science at Oracle. Well, great to have you on the CUBE. Thanks for coming on. >> Thanks a lot. >> Appreciate it. Love talking to the product guys, getting down and dirty on the products. So, AI is hot this year. It's everywhere. Everyone's got an AI in their product. What is the AI component in your product? >> Well, what we're working on is building truly adaptive experiences for people. So, we have a whole bunch of different techniques and technologies all of it comes together essentially to create a system that amplifies peoples capabilities. That's really the key thing. Two real important components. First of all, it's all about data. Everybody talks about it. Well, what we've put together is, in terms of consumers, is the largest collection of consumer data in the Oracle data cloud. So we take advantage of all that consumer data. We also have a lot of work going on with collecting business data, both Oracle originated data as well as partner data. We're bringing that all that together and it sets the context for the AI. Now on top of that we have not just the latest trends in terms of machine learning or neural networks or things like that, but we're borrowing concepts from advertising, borrowing concepts from hedge funds so that we can make a real-time system. It's all about real-time. >> You mentioned neural networks. A lot of stuff conceptually in computer science has been around literally for decades. What is, from your definition - obviously cloud creates a lot of data out there now, but what is AI these days? Because everyone now is seeing AI as a mainstream term. Even the word metadata, since Snowden's thing, is now a mainstream term. Who would have thought metadata and AI would be talked about at kitchen tables? >> Yeah. >> What is AI from your perspective? >> Yeah, from my perspective it's really about augmenting folks. It's really about helping people do things. So maybe we'll automate some very manual tasks out, right, that will free up people to have more time to do some other things. I don't think it's about replacing people. People are creative. We want to get people back to being creative and people are great at problem solving so let's get them that information. Let's get them aid so they can get back to it. >> And give them options. >> Give them options, exactly. Exactly. You know, if you can free up somebody from having to manipulate spreadsheets and all this other stuff so they can just get the answer and get on with things, people are happier. >> So Oracle is using first-person data and third-person data to build these capabilities, right? >> Jack: Yeah, exactly. >> How is that going to play out? How is Oracle going to go to a customer and say we will appropriately utilize this third-person data in a way that does not undermine your first-person rights or value proposition? >> That's a great question. So, privacy and respect has been sort of the principle we've been driving at here. So there's the mechanics of it. People can opt in. People can opt out. There's all the mechanics and the regulatory side of it but it's really about how do you use these things so that it doesn't feel creepy. How do you do this in a subtle way so that somebody accepts the fact that that's the case? And it's really about the benefit to the person as to whether or not they're willing to make that trade-off. A great example is Waze. Waze I use all the time to get around San Francisco traffic. You guys probably use it as well. Well, guess what? If you really think about it, Waze knows what time I leave the house in the morning, what time I come home. Uber knows that once a month I leave at 2:00 on a Sunday and come back a week later. So, as long as you think about that, I'm getting a benefit from Waze I'm happy to have that partnership with them in terms of my data and they respect it and so therefore it works. >> And that comes back to some of the broader concepts of modern customer experience. It is that quid pro quo that I'll take a little data from you to improve the service that I'm able to provide as measured by the increasing value customer experience that's provided. >> Yeah, that's right. I used to live in London and in London there's these stores where you can go in and that sales guy has been there for like twenty years and you just develop a relationship. He knows you. He knows your kids, and so sure enough, stationary store or whatever it is and he gives you that personal experience. That's a relationship that I've built. That really all we're trying to do with all of this. We're trying to create a situation where people can have relationships again. >> And he's prompted with history of knowing you, just give you a pleasant surprise or experience that makes you go wow. And that's data driven now. So how do you guys do that? Cause this is something that, you know, Mark Heard brought up in his keynote that every little experience in the world is a data touchpoint. >> Jack: Yeah. >> And digital, whatever you're doing, so how do you guys put that in motion for data because that means data's got to be freely available. >> Data's got to be freely available. One of the big things that we brought to bear with the Suite X is that the data is connected and the experiences are connected so really we're talking about adding that connected intelligence on top of that data. So, it's not just the data. In fact we talked about it last night. It's not just the data even from the CX systems from service, but even the feed of what inventory's going on in real-time. So I can tell somebody if something's broken, hey, tell you what. This store has it. You can go exchange it, in real-time. Instead of having to wait for a courier or things like that. So it is that data being connected and the fact that our third-party data, you know this consumer data, is actually connected as well. So we bring that in on the fly with the appropriate context so it just works. >> So one of the new things here is the adaptive intelligence positioning products. What is that and take a minute to explain the features of how that came to be and how it's different from the competition. >> Okay, great. So the products are very purposeful built apps that plug in and amplify Oracle cloud apps and you can actually put in a third-party capability if you happen to have it. So that's the capability and it's got the decision science and machine learning and the data. >> Peter: So give me an example of a product. >> So a product is adaptive intelligence offers which we were showing here. It gives product recommendations, gives promotions, gives content recommendations on websites but also in your email. If you go into the store you get the same stuff and we can then go and activate advertising campaigns to bring in more people based on those successful pick ups of products or promotions. Its a great example. Very constrained use case addressed? >> Peter: Fed by a lot of different data. >> Fed by a lot of different data. The reason why they're adaptive is because they happen in real-time. So this isn't a batch mode thing. We don't calculate it the day before. We don't calculate it a week before or every three hours. It's actually click by click for you, and for you, reacting and re-scoring and re-balancing. And so we can get a wisdom of the crowds going on and an individual reaction, click by click, interaction by interaction. >> This is an important point I think that's nuanced in the industry. You mentioned batch mode which talks about how things are processed and managed to real-time and the big data space is a huge transition whether you're looking at hadoop or in memory or at all the architectures out there from batch data lakes to data in motion they're calling it. >> Yeah, exactly. >> So now you have this free flowing scalable data layers, if you will, every where, so being adaptive means what? Being ready? Being ... >> Being ready is the fundamental principle to getting to being adaptive. Being adaptive is just like this conversation. Being able to adjust, right? And not giving you the same exact answer seven times in a row because you asked me the same question. >> Or if it's in some talking point database you'd pull up from a FAQ. >> Peter: So it adapts to context. >> It's all about adapting to context. If the concepts change, then the system will adopt that context and adapt it's response. >> That's right. And we were showing last night, even in the interaction, as more context is given, the system can then pick that up and spin and then give you what you need? >> The Omni Channel is a term that's not new but certainly is amplified by this because now you have a world certainly with multiple clouds available to customers but also data is everywhere. Data is everywhere and channels are everywhere. >> Data is everywhere. And being adaptive also means customizing something at a point and time >> Exactly. and you might not know what it is up until seconds or near real-time or actually real-time. >> Real time, right? Real human time. 100 milliseconds. 150 milliseconds, anywhere in the world, is what we're striving for. >> And that means knowing that in some database somewhere you checked into a hotel, The Four Seasons, doing a little check in the hotel and now, oh, you left your house on Uber. Oh, you're the CEO of Oracle. You're in a rental car. I'm going to give you a different experience. >> Jack: Yeah. >> Knowing you're a travel warrior, executive. That's kind of what Mark Heard was trying to get to yesterday. >> Yeah, that's what he's getting to. So it's a bit of a journey, right? This is not a sprint. So there's been all this press and you think, oh my god, if I don't have ... It's a journey. It's a bit of a marathon, but these are the experiences that are happening. >> I want to pick up on 150 milliseconds is quite the design point. I mean human beings are not able to register information faster than about 80 milliseconds. >> Jack: Yeah, yeah. So you're talking about two brain cycles coming back to that. >> Jack: Yeah. >> I mean it's an analogy but it's not a bad one. >> Jack: No. >> 150 milliseconds anywhere in the world. That is a supreme design point. >> And it is what we're shooting for. Obviously there's things about networks and everything that have to be worked through but yeah, that responsiveness, but you're seeing that responsiveness at some of the big consumer sites. You see that type of responsiveness. That's what we want to get to. >> So at the risk of getting too technical here, how does multiple cloud integration or hopping change that equation? Is this one of the reasons it's going to drive customers to a tighter relationship with Oracle because it's going to be easier to provide the 150 millisecond response inside the Oracle fabric? >> Yeah, you nailed it. And I don't want to take too many shots at my competitors, but I'm going to. We don't have to move data. I don't have to move my data from me to AWS to some place else, right, Blue Mix, whatever it happens to be. And because we don't have to move data, we can get that speed. And because it's behind the fabric, as you put it, we can get that speed. We have the ability to scale the data centers. We have the data centers located where we need them. Now your recommendations, if you happen to be here today, they're here. They may transition to Sydney if you're in Australia to be able to give you that speed but that is the notion to have that seamless experience for you, even for travelers. >> That's a gauntlet. You just threw down a gauntlet. >> Jack: I did. Yeah. >> And that's what we're going to go compete against. Because what we're competing is on the experience for people. We're not competing on who's got the better algorithm. We're competing on that experience to people and everything about that. >> So that also brings up the point of third-party data because to have that speed certainly you have advantages in your architecture but humans don't care about Oracle and on which server. They care about what's going on on their phone, on their mobile. >> Jack: That's right. >> Okay, so the user, that requires some integration. So it won't be 100 percent Oracle. There's some third-party. What's the architecture, philosophy, guiding principles around integrating third-party data for you guys. Because it's certainly part of the system. It's part of the product, but I don't think it's ... >> So there's third=party data which could be from data partners or Oracle originated data through our Oracle data cloud or the 1500 licensed data partners there and there's also third-party systems. So for example if somebody had Magento Commerce and they wanted to include that into our capability. On the third party systems, we actually have built this around an API architecture or infrastructure using REST and it's basically a challenge I gave my PMs. I said look, I want you to test against the Oracle cloud system. I want you to test against the Oracle on-prem system and I want you to find the leading third-party system. I don't care if it's sales force or anybody else and I want you to test against that and so as long as people can map to the REST APIs that we have, they can have inter-operation with their systems. >> I mean the architectural philosophy is to decouple and make highly cohesive elements and you guys are a big part of that with Oracle as a component. >> Jack: That's right. >> But I'm still going to need to get stuff from other places and so API is a strategy and microservices are all going to be involved with that. >> Yeah, and actually we deployed a full microservice architecture so behind the scenes on that offers one, 19 microservices interplaying and operating. >> But the reality is this is going to be one of the biggest challenges that answers faces is that how we bridge, or how we gateway, cloud services from a lot of different providers is a non-trivial challenge. >> Jack: That's right. >> I remember back early on in my career when we had all these mini computer companies and each one had their own proprietary network on the shop floor for doing cell controllers or finance or whatever it might be and when customers wanted to bring those things together the mini computer companies said, yeah, put a bridge in place. >> Yeah, exactly. >> And along came TCPIP and Cisco and said forget that. Throw them all out. It wasn't the microprocessor that couldn't stick to those mini computer companies. It was TCPIP. The challenge that we face here is how are we going to do something similar because we're not going to bridge these things. The latency and the speed, and you hit the key point, where is the data, is going to have an enormous impact on this. >> That's right. And again, the investments we have been making with the CX Cloud Suite will allow us to do that. Allow us to take advantage with a whole bunch of data right away and the integration with the ODCs, so we couldn't probably have done this two or three years ago because we weren't ready. We're ready now. And now we can start to build it. We can start to take it now up to the next level. >> And to his point about the road map and TCPIP was interesting. We're all historians here. We're old enough to remember those days, but TCPIP standardized the OSI model which was a fantasy of seven layers of open standards if you remember. >> Jack: Seven layers, yep, whew. >> Peter: See we still talk about it. >> What layer are you on? >> But at the time, the proprietary was IBM and DEC owned the network stacks so that essentially leveled off there so the high-water mark was operating at TCPIP. Is there an equivalent analog to that in this world because IF you can almost take what he said and say take it to the cloud and say look at some point in this whatever stack you want to call it, if it is a stack, there has to be a moment of coalescing around something for everybody. And then a point of differentiation. >> So yeah, and again I'm just going to go back - and that's a great question by the way and it's - I'm like thinking this through as I say it, but I'm going to go right back to what I said. It's about people. So if I coalesce the information around that person, whether that person is a consumer or that person's a sales guy or that person's working on inventory management or better yet disaster relief, which is all those things put together. It's about them and about what they need. So if I get that central object around people, around companies then I have something that I can coalesce and share a semantic on. So the semantic is another old seven layer word. I didn't want to say it today but I can have ... >> Disruptive enabler. >> So then what you're saying is that we need a stack, and I use that word prohibitively, but we need a way of characterizing layer seven application so that we have ... >> Or horizontal >> Either way. But the idea is that we need to get more into how the data gets handled and not just how the message gets handled. >> Jack: That's right. >> OSI's always focused on how the message got handled. Now we're focused on how the data gets handled given that messaging substraight and that is going to be the big challenge for the industry. >> Jack: Yeah. >> Well, certainly Larry Ellis is going to love this conversation, OSI, TCPIP, going old school right here. >> Jack: Like you said, we're all old and yeah, that's what we grew up in. >> Yeah, but this is definitely ... >> Hey, today's computers and today's notions are built on the shoulders of giants. >> Well the enabling that's happening is so disruptive it's going to be a 20 or 30 year innovation window and we're just at the beginning. So the final question I have for you Jack is summarize for the folks watching. What is the exciting things about the AI and the adaptive intelligence announcements and products that you guys are showing here and how does that go forward into the future without revealing any kind of secrets on Oracle like you're a public company. What's the bottom line? What's the exciting thing they should know about? >> I think the exciting thing is that they're going to be able to take advantage of these technologies, these techniques, all this stuff, without having to hire a thousand data scientists in a seven month program or seven year program to take advantage of it. They're going to be able to get up and running very, very quickly. They can experiment with it to be able to make sure that it's doing the right thing. From a CX company, they can get back to doing what they do which is building great product, building great promotions, building a great customer service experience. They don't have to worry about gee, what's our seven year plan for building AI capabilities? That's pretty exciting. It lets them get back to doing what they do which is to compete on their products. >> And I think the messaging of this show is really good because you talk about empowerment, the hero. It's kind of gimmicky but the truth is what cloud has shown in the world is you can offload some of those mundane stuff and really focus on the task at hand, being creative or building solutions, or whatever you're doing. >> Yeah. Mark was talking about it. You have this much money to spend, what's my decision to spend it on. Spend it on competing with your products. >> All right, Jack Berkowitz live here inside the CUBE here at Oracle's Modern Customer Experience, talking about the products, the data science, AI's hot. Great products. Thanks for joining us. Appreciate it. Welcome to the CUBE and good job sharing some great insight and the data here. I'm John Furrier with Peter Burris. We'll be back with more after this short break. (upbeat music)