Thursday Apr 17, 2014

The Art Of Easy: Easy Decisions For Complex Problems (Part 3 of 6)

A Guest Post by  Heike Lorenz, Director of Global Product Marketing, Policy Automation

We continue with “The Art of Easy” blog series, compliments of an extended Oracle Service Cloud team. The series is about making it easy to deliver great customer service experiences, time and time again. In this third post, Heike Lorenz, Director of Global Product Marketing, Policy Automation, writes about automating service policies to ensure that the correct decisions are being applied to the right people. The goal is to nurture the trusted relationships with customers during complex decision-making processes. Oracle Service Cloud can make that happen in a confident, compliant and cost-effective way.

[Read More]

Monday Apr 07, 2014

The Art Of Easy: Offer Self Service With the Emphasis on Service (Part 2 of 6)

A Guest Post by David Fulton, Director of Product Management, Oracle Service Cloud

What’s the single most important factor in delivering a great customer experience? According to Forrester Research, it is valuing a customer’s time. This applies across all touch points. So a self-serve FAQ can be a stroke of genius or it can be a frustrating experience that ends up costing time and money. This blog post, written by David Fulton, Director of Product Management, Oracle Service Cloud, is applying the ‘art of easy’ to customer self service. He shares five tenets of customer self service that move an organization closer to becoming a modern customer service business.

[Read More]

Wednesday Apr 02, 2014

The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences (Part 1 of 6)

A Guest Post by JP Saunders, Product Strategist for Oracle CX Service offerings

Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people who make you successful. Modern Customer Service is about just that, taking care of your customers, and your people that support them. To do that, you need to make it EASY to deliver great experiences, time and time again.

[Read More]

Thursday Jan 16, 2014

Investing in Our Customers: A Winning Strategy

A Guest Post by Jeb Dasteel, Senior Vice President and Chief Customer Officer, Oracle (pictured left)

In December 2013, Oracle was recognized for its efforts to develop a deep understanding of its customers’ interactions and experiences throughout the relationship lifecycle. We were one of five winners of the Temkin Group 2013 Customer Experience Excellence Award (CxE). The other four renowned global winners were AIG Asia Pacific, Cisco, Intuit, and EMC. In this post, Oracle’s SVP and Chief Customer Office Jeb Dasteel talks about the significant investments Oracle is making in its customer programs and the measurable increases in our customers’ satisfaction. Congratulations to all for raising the bar even higher— this award is for you! 

[Read More]

Tuesday Jan 07, 2014

Is Customer Experience All About Technology?

Industry influencer Estaban Kolsky undertakes a discussion about the need for and use of technology in a customer experience initiative. This is the final post of a four-part series exploring what it means for an organization to implement a customer experience initiative. Thus far, Kolsky has discussed ownership, people, and processes. In this post, Kolsky poses questions about the assumptions and use of technology. The answers will help organization plan and adopt an improved experience for customers.[Read More]

Wednesday Nov 20, 2013

Are Your Processes Ready for a Customer Experience Initiative?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

Industry influencer Esteban Kolsky is guiding us through a series of questions and considerations to determine your readiness to implement a customer experience initiative. This four-part series started with who owns the customer experience. The second topic was the cultural (people) aspects of deploying a customer experience initiative. In this post he covers processes. The questions, and answers, from this series should give you sufficient information to launch a customer experience initiative—or at least build a framework towards it. 

[Read More]

Tuesday Sep 03, 2013

Global HR and the Next Act of Transformation

A Guest Post by Oracle's Bertrand Dussert (pictured left), who serves as HR transformation and technology advisor to Oracle's executive clients, primarly at large global companies with complex HR service delivery needs.

Over the past decade, well more than half of large organizations have rolled out some sort of HR transformation program. The exact number is closer to two thirds of the very largest global firms that have adopted some flavor of globalized / centralized HR service delivery and governance in that timeframe These efforts initially started with a desire to create scale and consistency in the HR function, as well as improve the overall economics of HR.

Many of these initiatives included the establishment of shared service capabilities that were either managed in house or outsourced to HRO providers. When fully implemented, a number of these initiatives delivered cost / transaction improvements of 15-20 percent, and sometimes, considerably more when manager and employee self-service tools were first leveraged.

[Read More]

Monday Aug 19, 2013

Do You Have The Right Culture for a Customer Experience Initiative?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

With all the talk about Customer Experience, it seems that every company should be implementing a CX initiative. But Esteban Kolsky, industry influencer, says there are five readiness factors to consider: people, process, technology, measurement, and governance. In this post, he walks us through how to determine if an organization’s people are ready for a CX initiative. The implications are that to deliver customer experience it first takes a collaboration-sensitive organization made up of employees who are focused more on the well being of the customers than on the well being of the organization

[Read More]

Thursday Mar 07, 2013

Dreadfully Sorry, I Don’t Have The TIME

A guest post by JP Saunders, Senior Director, Oracle Product Strategist

“Can I help you?” In this post, JP Saunders talks about how that customer-friendly question can also be time friendly. In these data rich times, we expect vendors to apply their understanding of us (and what we’re trying to do) to the interaction so that they don’t waste our time. The offer to help is just “a smile on an empty box“ when there's no relevance, context, or awareness. JP talks about Oracle's commitment to help businesses reduce the time-footprint on their customers' lives and the solutions that make that possible.

[Read More]

Sunday Feb 10, 2013

Changing From a CRM Caterpillar to a Customer Experience Butterfly

Oracle came out as a clear winner in Paul Greenberg's CX challenge to technology vendors. David Vap built a conclusive case for why Oracle is the only vendor with the most comprehensive and well-thought-out CX solution. And internally Oracle has aligned its Sales, Development, and Marketing around the goals of CX, providing not only the right software solutions and services, but also collaborating with thought leaders in the space to aid customer CX transformation.[Read More]

Monday Dec 24, 2012

Remember When Customer Service Felt Personal?

Our shopping opportunities today are a far cry from those of our great grandfathers. Those patriarchs were completely dependent on the country stores where a clerk asked about the family, shared a little gossip, and helped them get just what they needed. The results were satisfying shopping experiences. Technology has made shopping more convenient and faster, but in many cases, much less personal. In this post, JP Saunders, challenges businesses to bring back the country store connection with front-line agents using RightNow solutions.[Read More]

Thursday Nov 29, 2012

A Complete Customer Experience Solution (3 of 3 in 'No Customer Left Behind' Series)

No one has built a better customer service portfolio than Oracle. In this post, David Vap talks about the importance of finding the right technology that can bridge the gaps across your channels, interactions, departments, and repositories. He walks us through Oracle’s CX offering and suggests some next steps.[Read More]

Monday Nov 26, 2012

"Expecting A Different Result?" (2 of 3 in 'No Customer Left Behind' Series)

“You can’t keep doing the same things, give it a customer experience name, and expect a different result,” says David Vap, Group Vice President in Apps Development. In this post, David lays out how companies can execute a customer experience strategy to deliver a better brand experience for their customers. It’s not optional in a world where customers have the power.[Read More]

Thursday Nov 15, 2012

No Customer Left Behind

David Vap, Group Vice President of Product Development, takes us on a three-part journey into the world of customer experience. From a thought leadership position, he advises businesses to lead with a mindset that focuses on the customer rather than on technology. In this post, he challenges your customers to think about how they are interacting with the always-on culture where anytime anywhere consumers have the power and influence to declare, “Hey, these guys suck!”[Read More]

Wednesday Oct 24, 2012

Highlights from the Oracle Customer Experience Summit @ OpenWorld

This guest post by David Vap gives you some real insight into Customer Experience (CX) at Oracle – our robust product portfolio and the thought leadership that sets us apart. We were able to showcase both at the Oracle Customer Experience Summit @ OpenWorld earlier this month.[Read More]
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