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.

[Read More]

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]

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. 

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Thursday Sep 12, 2013

Nucleus Research Names Three Oracle Product Lines in the ERP Leader Category

Nucleus Research recently released its 2013 first half Technology Value Matrix for ERP. Oracle stood strong against the competition -- three of our ERP product lines were named as leaders: the Oracle E-Business Suite, Oracle Fusion Applications, and Oracle’s JD Edwards. Oracle’s PeopleSoft was recognized in the Expert category

For the report, Nucleus, a global provider of technology research, evaluated both the usability and functionality of ERP applications. The offerings were then placed into four categories of the Nucleus Research Technology Value Matrix: Leaders, Experts, Facilitators, and Core Providers. Being placed in the Leader quadrant signals that Oracle’s products have the ability to deliver initial ROI and ultimately, maximum value over time.

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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

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Wednesday Jul 24, 2013

A Question of Logistics -– How Extreme Performance Helps Organizations Manage the Unforeseeable

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

Globalization, demand and cost volatility, disruptions due to natural disasters, new fulfillment models, and mergers and acquisitions are just some of the reasons that supply chains and their associated logistics networks have become more complex. As a result, logistics professionals are faced with the daunting challenge of designing an optimal logistics network knowing that the best answer for today’s requirements is likely to be insufficient in short order as changes arise.

[Read More]
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