The “Customer” Experience Revolution is Here
By Natalia Rachelson on Jun 20, 2012
A guest post by Anthony Lye, SVP, Oracle Development
The Experience Revolution is here, and we are going to explore and celebrate our new customer experience ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision.
The Experience Revolution is best described as today’s era of the empowered consumer. For those of us who work with customers on a daily basis, we know that the modern consumer demands fast, accurate, consistent information across all communication channels. And if they don’t like the services received can easily take to social channels to voice disapproval. For this reason, organizations today operate in an environment where traditional methods of differentiation are less effective and customer experience has become the primary driver of business value.
Here’s some food for thought, according to the 2011 Customer Experience Impact (CEI) Report, a full 89 percent of consumers will switch brands for a better customer experience. In short, in today’s era of the empowered consumer, delivering excellent customer experiences is what will, and is, defining the next great brands.
At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to:
- Engage customers with a consistent, connected and personalized brand experience across all channels and devices
- Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks
- Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities
The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience.
We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City. You can register for The Experience Revolution here.