Recent Posts by Samantha Hausler

Today’s customer service teams are under a lot of pressure–they need to please empowered customers that determine how, when, and where service is given to them, and to which standard. Creating consistent, personalized, and timely service experiences is the ultimate measure of success, but getting there is another story. So, how are leading brands tackling top customer service challenges? Stephen Fioretti, VP of Product Management at Oracle, set out to answer exactly that at...

Considered radical at the time, Nicholas Copernicus pushed the theory that the sun, not the earth, was at the center of the universe. The idea of a heliocentric universe was initially rejected because it went against everything the church believed–people didn’t want to accept something other than what they knew. Featured speaker John Bruno, Analyst at Forrester Research, used Copernicus’ theory to parallel the rise of the customer and how it’s affecting sales organizations’...

Think about life back in 2006. That was the first directive Jason Goldberg, SVP of Commerce at SapientRazorfish, gave the audience at the beginning of his Modern Customer Experience general session around the next era of commerce. As we all time traveled eleven years back, we were walked through realizations like: Ecommerce, now a daily habit, used to be a once a year event: Cyber Monday. And, although once told, “Don’t get into a stranger’s car,” we now use mobile Apps to...

It’s hard to believe that a mere ten years ago the first iPhone launched and Google’s IPO was only three years old. People were amazed that such seemingly simple platforms could store and give so much information on demand. Now, they run our daily lives and even know what we need, before we need it. Fast advances in technology have shifted how customers and brands operate. Customers are dictating each brand interaction on their own terms, and brands are investing in digital...

At the beginning of every year, industry thought leaders make predictions about how customer experience will be affected by the latest digital disrupters changing our world. In 2017, a common theme emerged: If you haven’t started adapting your processes to better serve your customers, you’re living in the past. In a recent interview, Madhukar Kumar, vice president of CX Cloud at Oracle, identified trends he believes will help companies deliver the experiences modern customers...

If the term “empowered customer” isn’t high on your radar as a business leader competing in today’s digitally led world, then it needs to be. From baby boomers to millennials, empowered customers are the new normal, and meeting their expectations is every company’s big challenge. Building a foundation to support the new-normal customer starts with transforming the customer experience your business provides. Oracle’s flagship event, Modern Customer Experience, happening...

When’s the last time you evaluated how you’re performing in customer experience? Some 80% of CEOs say they’re providing “superior” customer experience, but in reality, only 43% of today’s digital customers report having consistently positive experiences. That’s a pretty significant disconnect that you can’t afford to ignore. Brian Solis so implicitly said, “Customer experience is becoming more important [to business] than the product itself.” Successful companies are...

In case you haven’t heard, the sales funnel as we know it is officially dead. Digital disrupters are creating a disjointed buyer journey that’s hard to stay ahead of, riddling customer experience with infinite touchpoints. But, with this new digital journey comes opportunities to collect customer data that we’ve never had before, allowing businesses to take back control. While data allows us to build simple, consistent, and enjoyable customer experiences, it must be applied...

We’re living in a changed world—a world in which driverless cars cruise through neighborhoods, packages are delivered via flying drones, and escaping reality is only a headset away. It’s a world in which remarkable advances in technology have shifted the power from business to consumer and are always raising the bar set by customer expectations. If you’re not providing exceptional customer experience, this changed world will be hard to endure. According to Gartner research, 37%...