Fusion Applications | Wednesday, June 20, 2012

The “Customer” Experience Revolution is Here

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
, 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.

And if you haven’t already joined the conversation on Twitter, please do: #OracleCX, #ExperienceRevolution

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