Recent Posts by Molly Ambrogi Yanson

When cities began implementing 311 call centers in the 1990s, they did so to better understand and respond to citizen needs. With one phone call, residents could report graffiti, potholes, and broken street lights. But it was a one-way service. As resident needs expanded and digital communication channels matured, 311 call centers didn’t always keep up, feeding the perception that local government is ineffective and unapproachable. This is a frustrating situation for...

Did you know that Elvis Presley once performed 837 consecutive sold-out shows in Las Vegas? Now that’s an impressive feat, even for a man who singlehandedly transformed the entertainment industry. While The King is no longer headlining the City of Lights, living legends are starring in another show in Vegas this spring–Modern Customer Experience 2019. Just like Elvis, today’s consumers are redefining the world around them. They are the kings and queens of the...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Giants Like Oracle and Salesforce Are Salivating Over Direct-to-Consumer Startups, but Insiders Say Winning Business Is 'Inherently Messy' by Lauren Johnson, Business Insider, 11.14.18 Advertisers are eyeing direct-to-consumer brands, and Oracle’s Dave Helmreich shares the importance of marketing strategies within these businesses. Realtor.com Creates 1:1 Experiences...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: How Emerging Technologies Are Changing the Retail Shopping Experience by Bob Meixner, Retail Customer Experience, 11.5.18 Oracle's Bob Meixner provides insights into how emerging technologies such as AI, AR, and VR present new possibilities for engaging with customers both in stores and online. Great Customer Experience Shouldn't Be Rocket Science by Molly...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: 2018 SuperNova Award Winners Announced at Connected Enterprise by Courtney Sato, Constellation Research, 10.25.18 Oracle CX customer, Kenya Revenue Authority (KRA), took home the SuperNova Award for Next Generation Customer Experience given out by Constellation Research. Oracle OpenWorld 2018 - City of San Jose Reimagines the Citizen Experience with Oracle by Derek...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: The Big Story Podcast: Twitchy Trigger Finger by Ryan Joe, AdExchanger, 10.25.18 Oracle Marketing Cloud announced new positioning within the Oracle structure, along with a new go-to-market strategy for its customer data platform (CDP). Oracle CX Unity Unveiled at OpenWorld by Jess Scardina, TechTarget, 10.23.18 Signaling that it will dive deeper into the battle of...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Oracle Answers the Call to Help Cities Improve Citizen Services by Oracle, 10.16.18 Cities across the country have selected Oracle Service Cloud to rethink traditional 311 services and provide the best possible citizen experience. <<Click to Tweet. The End of Ownership by Des Cahill, Oracle CX Blog, 10.18.18 As consumers trade brand loyalty for new experiences,...

Reinventing your customer experience (CX) strategy doesn’t have to be difficult. Consider the Texas-based manufacturer, AirBorn. AirBorn serves customers across a variety of industries, but they’re well known for building and testing innovative, highly reliable spacecraft components for NASA, Raytheon, and Lockheed Martin. Their components helped make the Apollo missions, the Hubble Telescope, and the Mars Rovers possible. Yet, AirBorn’s biggest challenge wasn’t fabricating...

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Interview with Shashi Seth, SVP, Oracle Marketing Cloud by Sudipto Ghosh, MarTech Series, 10.10.18 Oracle SVP Shashi Seth covers his experience with product innovation, Oracle’s position within the CX market, and how CMOs can utilize recent innovations within the space. <<Click to Tweet. OK Google, What Does the Future of Marketing Look Like? by Shashi Seth, CMSWire,...