Wednesday May 28, 2014

“It Isn’t Easy At All; Otherwise, Everyone Would Be Doing It”

Over the past couple months, we’ve run several blog posts in a series called The Art of Easy. The theme of the six articles is modern customer service. Each author, from an extended Oracle Service Cloud team, delved into an aspect of taking care of customers―and the people that support those customers―to underscore the art of delivering great experiences. The writers doled out empathy, insight, and ideas. In this post, we packaged up the series so you can catch up on any that you missed. Oracle's JP Saunders (pictured left) led this charge on modern customer service. Enjoy!
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Thursday May 08, 2014

The Art of Easy: Knowledge Makes It Easy For Everyone (Part 5 of 6)

Guest Post by Vice President Nav Chakravarti, Oracle Service Cloud

This Art of Easy series is all about making customer service look easy. We want to make sure customers can sail through every transaction and have a memorable experience to share with others. Part of creating that experience for customers is managing the knowledge they need and want.

In this post, Vice President Nav Chakravarti, Oracle Service Cloud, coaches us on delivering answers to customers’ questions easily, in context, with relevance, reliably, and accurately. It’s a tall order, but think how many times you have delayed or diverted a purchase decision out of frustration because you couldn’t get the information you needed.

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Wednesday Apr 23, 2014

Oracle CloudWorld Arrives in the Windy City

A Guest Post by Natalia Rachelson, Senior Director, Oracle Applications 

The Oracle CloudWorld website encourages registrants to come “Spend a Day in the Cloud.” And that’s exactly what Oracle’s Natalia Rachelson did when CloudWorld came to her home city of Chicago last week. In this post, she pulls out the essence of two executive sessions she attended. The first was by David Mingle, Executive Director of Customer Experience at General Motors and the second by Diane Paquet, HR Technology Director at Dell. Both companies are using Oracle Cloud solutions with significant results. Both speakers were eager to talk about their successes, share some sage advice, and set forth some welcome endorsements.

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The Art of Easy: Moving at the Speed of Easy (Part 4 of 6)

A Guest Post by Chris Omland, Director of Product Management, Oracle Service Cloud

In Part Four of the Art of Easy series, Chris Omland, Director of Product Management, Oracle Service Cloud, addresses the need for speed to keep up with customers’ expectations. He cleverly calls on Superman to help organizations successfully move to a modern customer service model. His advice—start with a platform that enables agile innovation, respects a company’s unique needs, and has proven reliability to protect customer relationships. He implores his audience to learn why all clouds are not equal. Omland's post convincingly leads his readers to the Oracle Service Cloud platform, which is built from the ground up to help businesses move at the speed of easy.

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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.

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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.

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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.

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How to Chat Up an Accountant Safely: Social Networking in the Finance Department

A Guest Post by Ultan O'Broin, Director of User Experience, Oracle Corporation

Ultan O’Broin spoke with Senior Director David Haimes in Oracle Financial Applications about the social side of the finance department. At the end of each quarter, financial professionals are exchanging information and making decisions at top speed. They have to make sure everything is correct and legal. It’s hectic and intense. Plus the team members could be in different countries and time zones. This post brings you a host of evidence that social can be game changer for CFOs.

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Wednesday Feb 26, 2014

Hello Oracle Applications Cloud Enthusiasts

A Guest Post by Vice President Jeff Caldwell, Oracle Applications Development

We want to help you prepare for Release 8 of Oracle Applications Cloud with a Release 8 Readiness page.

This upcoming release includes more than 400 new, modern business-empowering features, which you can learn about in the preview content outlined in this post.

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Wednesday Feb 19, 2014

That’s a Wrap for the Second Annual Oracle Value Chain Summit

A Guest Post by Rick Jewell, Senior Vice President of Applications Development, Oracle (pictured left)

We think it’s extraordinary that customer attendance at the Oracle Value Chain Summit earlier this month in San Jose, CA, was 60 percent higher than last year. The 2,100 attendees came from 27 different countries. That tells us that Oracle has some tremendous momentum in the supply chain industry. In this post, Rick Jewell talks about Mark Hurd’s keynote and his own presentation on customer-centric supply chain and planning. He also provides a link so you can download the presentations and collateral.

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Friday Feb 07, 2014

"It’s All About People,” says Larry Ellison at San Francisco CloudWorld

Larry Ellison delighted the audience at CloudWorld in San Francisco with an unexpected appearance to talk about How HR Leaders are Embracing the Cloud. We’ve pulled out a few of the more quotable responses to questions from the audience, such as, “Why did you choose to talk only about HCM?” Who is Oracle's competition?” “Is Oracle early or late to the cloud?” “Does the cloud make Oracle more applicable to more companies?” Ellison was entertaining and provocative, as always.

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Thursday Feb 06, 2014

Oracle Cloud—The Modern Cloud for Your Modern Business

People listen to EVP Steve Miranda of Oracle Applications Development (pictured left) because he’s a credible thought leader. He says things that are worth repeating. In this post, we’ve compiled some nuggets from his keynote at Oracle CloudWorld in San Francisco that answer: What are the business benefits of cloud? What do cloud customers want? What are cloud customers not willing to wait for? What three words aptly describe Oracle's suite of applications? Steve’s responses and ideas are a great intro to Oracle's modern cloud for your modern business.
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Monday Feb 03, 2014

How One Savvy Leader Used Oracle Solutions To Transform An Organization

“A change program not a technology project.” That was one of the twelve principles that Sandy Begbie’s team used to transform Standard Life into a customer serving organization. There were sizable challenges and ingenious solutions. Influencer David Essex from Search Financials Applications interviewed Begbie about the company’s turnaround and its dependence on Oracle solutions. Begbie loves the modern look and feel of the Oracle HCM Cloud and “projects that the Oracle investment could have an internal rate of return as high as 30 percent over five years, in part from reduced HR labor and IT costs."

You will here similar success stories at Oracle HCM World, February 4-6 in Las Vegas. 

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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! 

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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]
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