Friday Jun 24, 2016

Pella Teams Up with Oracle Service Cloud to Power A Differentiated Customer Service Strategy and Unified Contact Center

Celebrating its 90th anniversary, Pella Corporation, one of North America’s leading manufacturers of windows and doors, continues to innovate its customer service strategy with flexible technology solutions and a holistic, 360-degree view of not only direct customers, but sales branches as well as field service operations. 

Teaming up with Oracle Service Cloud has enabled Pella to deliver consistent, high-quality customer service experiences no matter how they engage – whether through email, phone, chat, social media or even during in-person appointments that happen at customers’ homes or businesses.

Using Oracle Service Cloud, along with Oracle Marketing Cloud and Oracle CRM On Demand Sales, Pella can deploy service agents where demand is growing and empower those agents with access to the entire customer record at the moment the customer calls in, allowing them to view a complete history of products owned, purchased, and serviced. Pella contact center agents and field service technicians now have a unified picture of the company’s interactions with customers, driving satisfaction and loyalty for both customers and employees.  Not only does Pella successfully manage the entire value chain with one central cloud customer service platform, but they also have the tools to measure service performance.

Now, service agents and field techs are solving more service issues on the first call than ever before – service agents may have one 8-minute call, versus two 6-minute calls. Also 75% of the time Pella has been able to solve a particular customer service issue within the first 24 hours of it being reported.

“Having these capabilities provides an experience that our competition can’t deliver,” says Rick Hassman, CIO at Pella.

Hear about Pella’s strategy for keeping up with rising customer expectations and growing communication channels firsthand at the 17th Annual Call Center Week Conference and Expo, June 27-July 1, 2016. Arvin Pleima, Director of Customer Service and Logistics at Pella, will share more on Pella’s success with Oracle Service Cloud in a session, titled “Building a Differentiated Customer Service Strategy and a Unified Contact Center,” at 4:35 p.m. on the 29th.  

Not able to attend the conference? You can learn more about Pella’s customer service strategy and its partnership with Oracle in this Forbes.com article.

Share Pella’s interesting story and upcoming discussion socially:

Tweet This –

The secret to @Pella_News #custserv success? A united #contactcenter & differentiating #CX w/ @OracleServCloud http://ow.ly/zcnW301nsEM 

.@Pella_News to share inside look into #custserv strategy success w/ @OracleServCloud at #CallCenterWeek http://ow.ly/QsDD301nstT #cctr

Facebook Post This –

Pella shares their story on building a differentiated customer service strategy and unified contact center with @Oracle Service Cloud at Call Center Week! Join their session on Weds, June 29th at 4:30 p.m. http://ow.ly/vNGF301nrMZ #callcenterweek #custserv #cctr #CX

Pella celebrates 90th anniversary, and continued customer service innovation! Learn how @Oracle Service Cloud enabled them to unite their contact center and deliver customer service excellence http://ow.ly/8eRf301ns91 #custserv #cctr #CX

Friday Jun 17, 2016

CRM Evolution 2016 Highlights

By Anna Sabryan, product manager, Oracle Service Cloud

The Oracle Service Cloud team just got back from one of the leading customer centric events of the year, CRM Evolution 2016.  It was exciting to hear first hand from the impressive lineup of speakers and global industry experts including Paul Greenberg, The 56 Group, Esteban Kolsky, ThinkJar, Brian Solis, Altimeter Group, and Denis Pombriant, Beagle Research.  Also glean insights from leading Forrester analysts Kate Leggett and Ian Jacobs, on delivering stellar customer service across rapidly evolving touch points.

One of the event highlights was learning from Sentara Healthcare and Meridium about the challenges of delivering modern customer service.  In addition, they provided advice on several contact center engagement topics including navigating the adoption of new service channels, empowering a customer-centric culture across channels, and harnessing omni-channel service to get to the data that matters.

Meridium, a leading provider of Asset Performance Management (APM) software, also stepped on stage to share how they succeeded in delivering positive customer service experiences partnering with Oracle Service Cloud.  Streamlining customer service processes and implementing industry leading tools helped Meridium achieve some outstanding results over the last two years, including significant cost savings, reducing call handling times and much more!


Here are a few impressive results Meridium has achieved:

  • 76% increase in customer satisfaction
  • 76% increase in initial response time
  • 20% increase in self-service deflection
  • 46% increase in case submission savings

For more insights, watch Elena Brown discuss it first hand at CRM Evolution and check out my follow up post on how great service is still the best marketing weapon!

Monday Jun 13, 2016

Using Technology to Deliver Connected Service Experiences

By Shon Wedde, Senior Director, Product Management, Oracle Service Cloud

We live in a time of rapid growth in social media, messaging services, and mobile technology. Our adoption of these technologies has resulted in a consumer-driven transformation in the way businesses engage with consumers. As each technology emerges, businesses have quickly moved to support the demand for new communication channels across their self-service and assisted-service engagement offerings. The next wave of engagement transformation has emerged.

The Internet of Things (IoT) changes everything! That’s a pretty powerful statement, so what does it really mean? Let’s start with the definition. Internet of Things (IoT) generally refers to uniquely identifiable objects and their virtual representations in the connected high-tech world we live in today. It is a general term used in reference to smart-enabled connected products and services that include people, processes, and sensor-enabled machines, all connected to the cloud (a.k.a. the internet). As an example, a common IoT application today is home automation, allowing you to control IoT-enabled home light switches from an app on your phone.

The origins of IoT are found within the operational departments of industries like Manufacturing, Logistics/Transportation, Healthcare, and Utilities, under the label of machine to machine (M2M). The focus of M2M investments was, and still is, on operational efficiency and uptime. M2M investments enable business operators to monitor capital investments in an effort to maximize operational efficiency and reduce downtime. Technology investments fuel additional advancements – most importantly the rapid increase in processing power, an exponential decrease in size, and an increase in low-cost available computing power. The combination of reduced size, lower cost, and increased processing power has fueled rapid expansion of the availability of smart-enabled devices to penetrate many markets. To clarify, these smart devices are not yet IoT-enabled. The one additional component required to spark the explosion of IoT devices is low-cost, reliable connectivity. The growing availability of low-cost, reliable wireless data services has bridged the final gap and enabled connectivity to the cloud. 

Though it’s challenging to predict the IoT growth rate, analyst firms estimate that by 2020, the IoT market could expand to as much as three trillion dollars and as many as 50 billion connected devices. This translates to many devices for every person on the planet!

Today, internet-enabled devices are all around us: in our cars, homes, sports equipment, attached to our bodies, and even ingestible. Wearables, such as fitness-tracking watches, are incorporated into our daily lives and help us track our health goals. Emerging now are context-aware capabilities such as we see in self-driving cars with features like autopilot. With the rapid explosion of IoT-enabled products, I’m often asked, “How does IoT apply to my service organization?” When it comes to IoT, customer service organizations will be expected to solve a customer’s problems through insights gleaned from the device or service with minimal input by the consumer. Through competition from new service offerings, they will quickly move to offer proactive and predictive engagement plans. Consumers will expect businesses to offer such plans when there is an issue, and even resolve the issue, before the consumer is aware. Imagine receiving the following message by phone or email:

“Your lawn mower motor has a problem – this product is under warranty and a replacement motor will ship today. Here is your tracking number and a link to a video explaining the simple steps to install the new motor.”

Now THAT’S service! 

IoT Enabled Service innovation can help your business:

  • Deliver a better customer experience
  • Compete in existing and new markets
  • Offer new services that will delight customers
  • Quickly bring  new capabilities to market
  • Benefit from operational improvements and efficiency
  • Decrease inbound customer support calls
  • Help customers through one-to-one sales and service
  • Align products and services to customer needs

The key to making this happen is connecting all the key components to enable service transformation.

The key transformational elements include:

  • Connect - capture real-time data from self-monitoring devices, processes, and applications
  • Analyze – discover insightful information, and drive next best actions
  • Engage – the right resource, at the right time

To support your goals Oracle can help you:

  • Connect – with Oracle’s IoT cloud service
  • Analyze – leverage business intelligence in the cloud
  • Engage – use Oracle Service Cloud, and where your business has special service delivery needs: policy automation, mobile, and field service

Want to take a deeper dive?  Watch this video or read Mckinsey’s article.

Visit the ‘Learn More’ tab on http://cloud.oracle.com/iot and https://cloud.oracle.com/service-cloud for additional information on IoT and Service Cloud respectively.

Monday Jun 06, 2016

Service for the Next Generation

By Jeff Wartgow, Director, Product Management, Oracle Service Cloud

Recently I had the opportunity to join many of our customers at Oracle’s Modern Service Experience in Las Vegas. Attendees were presented with a huge variety of solution demonstrations, analyst sessions, and customer panels. During this high-energy event we also had the opportunity to answer a burning customer question: Where is all of our technology headed? Here’s how we answered and outlined how the Oracle Service Cloud team will continue to help drive the evolution of service.

In the past, we lived in a world of multi-channel – in which customers would pick a channel and received all service via that one channel.  Knowledge was in silos, so a customer would have to navigate through an organization in order to find the person who had the answer they needed.  Finally, all service was assisted, and you always engaged directly with a service provider.  Fast forward to today…

Multi-channel has now been replaced with the concept of omni-channel, where a customer might contact a company via the web, and that company might respond back with a text message or a call. Or a customer might initiate contact via social media and then switch over to a messaging app as the conversation continues. Customers move from channel to channel throughout the customer journey.

Customers no longer need to hunt for the person with the right answer.  In our knowledge-supported world, any well-trained customer service rep can look up the answer.  We have also moved beyond assisted service to a world of self-service, where customers do not need to engage a person at all, but can find answers on their own.

Now we are faced with the question…what happens next?

The Advent of Organic Channels

We believe that the omni-channel experience will continue evolving into what we call “Organic Channels,” with “organic” defined as multiple elements forming a whole. In this concept, customers will not move from channel to channel throughout their journey, but will combine channels together simultaneously, creating their own unique experience.

Have you ever spoken with a customer service rep on the phone, while searching through that company’s website at the same time? Have you ever taken it a step further, and started a chat session, or visited a community for more information – all during that same engagement? As customers, we have the power to move beyond the invisible rails of an omni-channel experience, by overlapping multiple channels creating our own experience.

This phenomenon expands the vision for the Oracle Service Cloud because our product will not only need to accommodate each new conversation channel, but also accommodate the infinite number of channel combinations that can appear organically at any moment, and will disappear at the end of each customer engagement.  

Our vision is that our platform will enable organizations to manage and even create dynamically changing channels composed of multiple elements.  In addition, we will provide the toolkit to build and manage these integrated experiences, and provide visibility into customers creating their own experience.  Regardless of whatever new channels or combination of channels the market can create, our platform will meet the challenge.

Organic Channels also create new challenges. Most notably, if service channels become so dynamic, how can a company offer a consistent quality experience? The answer lies in knowledge systems.

From Knowledge-Supported to Knowledge-Driven Service

The Oracle Service Cloud team envisions knowledge-supported organizations evolving into completely Knowledge Driven organizations. 

In order to explain the concept of Knowledge Driven organizations, let me tell another story.

Back in the early 90s, if you wanted to purchase stock you went to a stockbroker. Why did you do this? First, they had a terminal where they could place an order. Second, they had access to all stock research, which was impossible to get as an individual. Third, the stockbroker was plugged into a community of other investors, who shared information about hot stocks and trends in the market.

Basically a stockbroker was an individual who was supported by all these knowledge systems.

Fast forward to today…

If you want to purchase a stock as an individual, you no longer go to a stockbroker. You more likely go online to a brokerage like e*trade, Scottrade, or Ameritrade. Why do you go to these sites? First, they offer a terminal where you can place an order. Second, they have digitized all the stock research, so you have all the reports right at your fingertips. Third, they offer automated guided assistants providing investment advice. These sites can even connect you to communities of other investors sharing information. However, in the event that none of these systems can get you the information you need, they will put you in touch with a live stockbroker.

Do you see the change? At one point you went to a stockbroker who was supported by knowledge systems. Now you go to knowledge systems that are supported by stockbrokers. The two players have simply switched places.

This is not a new concept – we have seen this happen everywhere, from how we book travel to how we prepare our taxes. We believe that this phenomenon has hit critical mass and that all industries will start to demand this style of service.

As part of Oracle Service Cloud’s vision, we are building the tools to allow any organization to become completely knowledge-driven, where your customer’s first interaction with your brand will be through one of your automated knowledge systems, and your customer service reps will only handle the exceptions.

However, accomplishing this goal requires much more than just a robust knowledge database.

Oracle’s knowledge vision includes our drive to unify all sources of knowledge. However, we are going a step further. With our community developments, we aim to unlock unstructured tribal knowledge. Finally, with our work in knowledge automation, we aim to allow our systems to answer any question, even if the answer is “it depends.” These different knowledge tools working in concert empower customers to get the answers they need through any channel, even one they created organically. 

Furthermore, transitioning to a knowledge-driven organization enables companies to scale, because unlike human experts, the knowledge system does not eat, does not sleep, can monitor every channel, and speaks every language.

Everything-as-a-Service

Finally, the combination of Organic Channels and Knowledge Driven organizations power assisted service and self-service to evolve into everything becoming a service.

At Oracle, we have access to all sorts of cool technologies. What happens if you start introducing new technologies into the organically created service channels? Technologies like natural language processing, the Internet of Things, and componentization.

Once you inject these new technologies you can unleash new capabilities, such as the ability to offer Service-as-a-Feature, create self-solving products, or offer insight-driven and predictive service.

Introducing these concepts can help organizations to change their entire business models. Service organizations can become sales organizations, machines can travel the entire customer journey on behalf of the customer, and almost any product can be sold as a subscription service.

Change is constant in any industry. There will always be another generation of users, companies, and technologies impacting business and our personal lives. Oracle Service Cloud’s vision follows this natural evolution in the service industry, including the advent of Organic Channels, the market-wide movement to Knowledge Driven organizations, ultimately leading to all company offerings becoming services. We are excited about this journey and hope you will join us as we embark on powering service experiences for the next generation!

Thursday May 26, 2016

ICMI and Gartner Recognize Oracle Service Cloud’s Leading Customers and Solutions

It is always exciting to celebrate our customers’ award winning contact center teams and their approach to delivering innovative service experiences.  Last week the Oracle Service Cloud team was front and center at the ICMI Contact Center Expo in Long Beach to cheer on our customers who were 2016 ICMI Global Contact Center Award recipients. Leading organizations such as Kohl’s (Winner Best Large Contact Center), WageWorks (Runner-Up Best Large Contact Center), and Church Pension Group (Runner-Up Best Small Contact Center) were recognized by ICMI as “pioneers in the contact center industry” and “for leadership, vision, innovation and strategic accomplishments within the customer management industry.”  Congratulations again on being best in class customer care organizations!

(Pictured above Kohl’s and WageWorks Award Winning Customer Care Teams)

Not only are our great customers getting recognized, but Gartner just named Oracle Service Cloud a leader in the 2016 Magic Quadrant for the CRM Customer Engagement Center! We believe Gartner naming Oracle Service Cloud a leader is testament to our stellar customers and how they help guide the development and direction of Oracle Service Cloud. We can’t thank them enough for working with us to build solutions that meet their customer service needs and we are always striving to help them deliver an exceptional customer experience. That is truly the major competitive differentiator in today’s customer powered economy.

Now, even though this sounds slightly nerdy, when you work in an environment that lives and breathes customer experience, being recognized by Gartner as a leading customer engagement solution
again for breadth of cloud customer service functionality including mobile, knowledge, field service, chat, analytics, co-browsing, not to mention good, clear cost of ownership, strong professional services, and enterprise scalability is pretty darn cool!

You can
find out more details about the Customer Engagement Center market by downloading the full analyst report here

We encourage you to check out
Oracle Service Cloud’s product strengths, complimentary built in applications, straightforward set up, pricing and configuration that doesn’t require deep IT involvement or confusing cost of ownership.

The Oracle Service Cloud team works hard to bring solutions to the table that help organizations tackle their most critical customer service challenges.  It is always rewarding to see how these efforts are driving results for our much appreciated (and award winning) customers!

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
.

Tuesday May 24, 2016

Can’t-Miss Webcast: Empower Field Teams with Better Knowledge

By Jeffrey Wartgow, Director, Product Management, Oracle Service Cloud @jwartgow

The average person today can instantaneously find the answer to almost any question, from anywhere – simply by running a quick search on their smartphone or tablet. No definitive answer on the web? No problem! That same customer can turn to peers on Twitter, Facebook, LinkedIn, YouTube, etc. too for help, opinions or practical advice.

We live in a new reality with on-demand solutions to virtually any problem, so naturally our expectations for the brands with which we interact have changed. We expect service professionals to have access to the same or better information as we do at their fingertips – thanks to their sophisticated customer support platforms. If we can source answers to our own difficult questions, service representatives should be able to solve the most complex customer service problems by sourcing information about us, the products we own and how their peers have approached the same or similar problems in the past.

This is easy to say, but much more difficult to execute in practice. Especially for field service employees – the individuals tasked with providing service at customers’ homes and businesses. Furthermore, recent Aberdeen Group research reveals that increased product complexity and service workforce attrition and turnover can make delivering great customer service even more difficult.

The key to empowering field service representatives to solve complex problems quickly is to give them access to powerful knowledge and help them collaborate better with their team members.

Aberdeen also found that best-in-class field service organizations recognize the need to improve the quality of information they provide to their field service representatives, and the direct impact on customer service: 39% are focused on improving the quality/relevance of service data and 38% are focused on improving service information capabilities like mobility and knowledge sharing (listed in the top four of goals for service).

Interested in learning more about how best-in-class field service organizations are leveraging knowledge to help their field teams to deliver faster, more-efficient field services that result in fantastic customer experiences? Discover how they’re doing it – and how you can get started! – at the upcoming Aberdeen Group and Oracle webcast:

Knowledge is Power: Empower your Field Teams with Timely, Contextual Answers and Information
Tuesday, May 31st @ 11 am PT / 2 pm ET

Aly Pinder Jr., Senior Research Analyst, Aberdeen Group and Jeffrey Wartgow, Director Product Management, Oracle will discuss:

  • The state of the service market in 2016
  • The impact of knowledge management on the field
  • The evolution of the customer experience in field service
  • The future of service in the field – and much more!

Register today.

We hope to see you there!

Friday May 06, 2016

Create Completely Connected Customer Service Experiences with Latest Oracle Field Service Cloud Release

Aligned with Oracle’s focus on enhancing its cloud ecosystem and customer experience (CX) suite, we are excited to have recently announced a comprehensive new release to the Oracle Field Service Cloud solution. This release includes major enhancements designed to help organizations deliver on Oracle’s vision of service for the next generation, improving customer satisfaction and response times, while reducing service delivery costs.

Truly an end-to-end upgrade of the solution, Oracle Field Service Cloud’s latest release demonstrates the company’s continued investment in the solution – formerly the TOA Technologies’ product, prior to its acquisition by Oracle in 2014. Significant enhancements are made in the areas of mobility, ease of use and connecting contact center agents delivering service via phone, email and chat to field technicians providing in-person support.

The latest Oracle Field Service Cloud (OFSC) enhancements include: 

  • Expanded Field Resource Manager – New capabilities enable supervisors in the field to more efficiently manage their teams in real time via a mobile device, empowering the field workforce to quickly respond to changes throughout the day and streamline collaboration.

  • Automated urgent work assignment – OFSC now identifies when urgent work comes in and automatically locates the nearest field resource, suspends that resources current activity and then routes that resource to the job, ensuring the fastest possible response times.

  • Enhanced mapping capabilities – Now leveraging Oracle Maps as the default mapping solution, OFSC offers enhanced geo-coding services. Additionally, users can upload custom map layers in OFSC, and display them simultaneously.

  • New integrations
    • Oracle E-Business Suite: allows a swift, point-to-point integration of the solutions’ job scheduling and inventory tracking capabilities.
    • Oracle Integration Cloud Service (ICS): allows any ICS user the ability to create integrations with Oracle Field Service Cloud quickly through simple configurations.
  • REST-based Core Application Program Interface (API) – Allows simple integration of OFSC activities, resources, inventories and users through REST integration styles.

  • Redesigned Configuration screens and language expansion – Completely redesigned configuration screens allow quick and intuitive navigation. Exportable configuration log tracks configuration changes to improve troubleshooting and give users more control of the solution. And, OFSC is now available in 18 languages, improving the user experience for global customers with multi-national field workforces.

All of the new functionality included in this release will help organizations continue to evolve and improve their field service operations, resulting in a better experience for the end customer and significantly improved efficiencies.

Learn more about the release by downloading the latest Oracle Field Service Cloud release capabilities and benefits data sheet or watch the recent solution Spotlight video.  Also check out what publications like Computer Business Review, InfotechLead and Enterprise Times are saying! 

Wednesday May 04, 2016

A Reflection on Modern Customer Experience

Oracle was thrilled to host over 2000 customers and partners in Las Vegas to share thought leadership around customer experience. The conference was organized around 4 paths: Marketing, Sales, Service and Commerce.

Siva Sundaresan, GVP- Oracle Sales Applications

The Modern Sales Experience unfolded with a remarkable keynote speech by Siva Sundaresan, GVP- Oracle Sales Applications, to a packed audience.  Siva dove deep into the market trends and strategic insights driving Oracle’s technology Innovation, Siva emphasized the need for organizations to curb the margin erosion often introduced by new competitive disruptors. He encouraged companies, looking for growth and higher margins, to demand clear visibility of data and flow of information across the complete customer journey. While presenting his vision of a seamlessly integrated suite of systems that empower extended sales ecosystems, he highlighted Oracle’s full range of solutions (SFA, CPQ, PRM, SPM and CDM) that help Sales Organizations and Partners/Re-sellers to respond to leads, position the right products and services to targeted customers at right time, and close deals. Siva concluded by positioning Oracle as the partner of choice for leading organizations for data stewardship across channels.


This set the stage for Ingolf Abisgold, Head of Sales Performance - DB Schenker, who shared his insights from his 20-20 strategy initiative to drive customer experience in his logistics and distribution business. Driven by the ambitious goals of his CEO, Ingolf launched this initiative to incentivize their channel partners and improve sales performance. He acknowledged Oracle’s data stewardship that laid the foundation for standardized processes across the distribution network at DB Schenker, accurately measuring, monitoring and reporting on set KPIs.

It was great start of the second day of the conference with Troy Carter, founding chairman and CEO of Atom Factory. His legendary journey from a Philadelphia neighborhood to the top of the music industry touched everyone among the audience. He shared insights of his journey from starting his grass-roots business to launching Lady Gaga’s spectacular career, turning customers into raving fans. He left a lasting impression in the conference arena with his grandmother’s statement about how to keep going in your darkest hours – “You can’t fall off the floor”.

Carrying on the momentum, Mark Hurd shared his vision to enable a seamless customer journey across B2B, B2B2C and B2C models, reinforcing the exemplary experiences shared by Siva, Ingolf and Troy. Mark emphasized that companies that realize the highest customer satisfaction scores perform exponentially better in the market than those that don’t.  CEOs today have a challenge to implement new processes and tools which can impact their customer’s experience at a faster pace than ever before- and they need to find ways to invest in critical CX improvements despite the headwinds of flat or declining margins. He challenged businesses to focus on unmet needs- which will still account for 95% of untapped markets.

After these keynotes, the conference proceeded into detailed sessions featuring customer experiences and best practices across all the CX pillars: Oracle CPQ Cloud, Oracle Sales Cloud, Oracle Commerce Cloud and Oracle Service Cloud.  We were thrilled to hear insight from CX customers at industry leaders including Panasonic, Panduit, ADP, Siemens, Dell, Rockwell Automation, and many more.

To read more about the conference and to bookmark your calendar to attend next year- click here

[Read More]

Tuesday May 03, 2016

Join Service for the Next Generation Webcast

By Stephen Fioretti, Vice President, Product Management, Oracle Service Cloud @sfioretti

Is your ability to become a leader in delivering customer service excellence keeping you up at night, especially as customers' expectations grow and their channel preferences dynamically change? Are you able to ensure you are delivering accurate answers through the web, mobile and contact center?

You are not alone. Digital channels are exploding and web self-service is about to become the single biggest channel for customer service. Not surprisingly, the number of customers engaging with their brand for customer support via their mobile devices is growing exponentially, with some organizations experiencing up to 50-70% of their interactions via mobile devices (Source: Oracle's Oracle Service Cloud customer base). Add digital channels like chat and social, and the task of delivering a consistent, unified experience can seem daunting. As a leader who aspires to deliver world-class customer care, how should you respond?

We asked Gartner, the leading information technology research and advisory firm, and Gogo, the leading provider of inflight internet and entertainment, to join us and discuss trends, insights, and the latest innovations with web and mobile self-service, digital channels like social and chat, and knowledge management. We can help provide the information you need to address this next evolution of customer service.

Tune in to the upcoming webinar on Wednesday, May 4 and get answers. You will learn about:

  • Market trends, pain points and imperatives in the world of customer service
  • How the growth of digital channels and mobile web customer service are crucial for delivering great service experiences
  • What organizations are doing to address the digital channel revolution in their overall customer service strategy
  • How easy-to-find and accurate knowledge management is a critical foundation for delivering customer service
  • How service needs to be consistent, simple, convenient and immediate
  • The impact that IoT (Internet of Things) will have on customer service 

 Jerry Oversen, VP, Global Customer Services at Gogo  Michael Maoz, VP, Distinguished Analyst at Gartner   Stephen Fioretti, VP Product Management at Oracle


Tuesday Apr 19, 2016

Field Service USA 2016: Let’s Discuss the Field Technician of the Future

Oracle is heading to Palm Springs, California next week, April 25-28, for the annual Field Service USA show at the JW Marriott Desert Springs Resort & Spa. We’re looking forward to speaking with customers about their field service strategies, attending hands-on workshops led by industry experts to learn about field service best practices and leveraging everything we learn about the future of field service and our customers’ needs to keep driving product innovation in our Oracle Field Service Cloud solution suite.[Read More]
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