Friday Sep 21, 2012

B2B Commerce Best Practice Round Table

Are you struggling with delivering customers a consistent B2B multi-channel commerce experience?

If yes, then you will want to join us for a panel discussion featuring Oracle customers and B2B commerce experts on Thursday, September 27th to learn how leading B2B companies are succeeding in the new age of commerce.

Topics of discussion will include:

  • Moving B2B data and content online
  • Multiple site management
  • Mobile platforms
  • Merchandising and personalization

Don’t miss this opportunity to learn more about the latest trends, challenges and successes in B2B multi-channel commerce.

Learn more and register!

Tuesday Sep 18, 2012

Webinar: Oracle Commerce Best Practices for the Communications Industry

In today’s volatile economy, Communications Service Providers are challenged to offer a complete, cross-channel commerce experience. With Oracle Commerce solutions, CSPs can get closer to customers and gain valuable insight to maximize ROI across all commerce activities. Join us for a  live webcast on September 26th with featured speakers Raghavendra Ademane, Omni-Channel Commerce Consultant at Professional Access and Brenna Johnson, Product Manager, Oracle and learn how you can manage and deliver commerce experiences for Communications that engage customers and promote loyalty.

The panelists will guide you through a number of topics including:

  • Current Communications market trends, opportunities and challenges
  • Introduction to the Oracle Commerce solution with case studies
  • Demonstration of the solution for Communications with live Q&A

Register today and learn how Oracle's latest innovations for Communications can help you increase online sales and enhance cross-channel commerce interactions.

Friday Aug 24, 2012

What is the ROI of Customer Experience?

By delivering exceptional customer experiences, companies can acquire new customers, retain more customers, and improve efficiency.

What would that be worth to your company? How we you evaluate the return on your investment?

This new report and webinar by the Temkin Group, based on a survey of top companies and 13,000 consumers across the US and the UK, explains how.

Want to learn more from global leaders of the Experience Revolution such as Anthony Lye, Seth Godin, and Bruce Temkin? Join us at the Customer Experience Summit at the Oracle OpenWorld Conference in San Francisco, October 3-5. Early Bird registration discounts end September 5.

Monday Aug 13, 2012

Live Q&A with Marriott International: Enhancing the Customer Experience through Personalization

Effective personalization lies at the intersection of customer and business goals – and for Marriott, creating a personalized customer experience for travelers is critical to their business.  Join Marriott International on Tuesday August 21st at 1pm ET as they walk through how they are using personalization on Marriott.com to a deliver a completely user-centric experience – targeting the right traveler at the right time with the right experience. This includes tailored promotions and hyper-personalized recommendations based on individual preferences and propensities. Tim Streightiff and Amanda Skura will discuss how Marriott International leverages search and navigation technology, share best practices on how to track effectiveness, and highlight how they continually deliver site content that feels customized for every unique visitor. The Marriott team also will discuss their approach to building and managing Marriott.com including technology they leverage to drive the site experience, and merchandise effectively and efficiently to each customer at every step along the way.  

Don't miss this one hour event which will open with a brief overview, followed by discussion, and an open question and answer session. 

Register today!

Tuesday Jul 10, 2012

Oracle Unifies Oracle ATG Commerce and Oracle Endeca to Help Businesses Deliver Complete Cross-Channel Customer Experiences

Today, Oracle announced Oracle Commerce, which unifies Oracle ATG Commerce and Oracle Endeca into one complete commerce solution. Oracle Commerce is designed to help businesses deliver consistent, relevant and personalized cross-channel customer experiences.

“Oracle Commerce combines the best web commerce and customer experience solutions to enable businesses, whether B2C or B2B, to optimize the cross channel commerce experience,” said Ken Volpe, SVP, Product Development, Oracle Commerce. “Oracle Commerce demonstrates our focus on helping businesses leverage every aspect of its operations and technology investments to anticipate and exceed customer expectations.”

Click here to learn more about this announcement.  

Monday Jun 18, 2012

The “Customer” Experience Revolution is Here

A guest post by Anthony Lye, SVP, CRM, Oracle

The Experience Revolution is here, and we are going to explore and celebrate our new customer experience (CX) ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision.

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

Tuesday May 15, 2012

Engage Customers At The Point Of Need

Where do people often turn to when they need immediate help on a web site?  As consumers spend more time online shopping and managing banking, bills and more, they want easy access to service and support. When they need to ask a question or solve a problem, consumers worldwide said they prefer to get help online, ranking Live Help options like Live Chat and “Click-to-Call” second only to toll-free 800 numbers.

A recent Oracle study found that consumers prefer Live Help for specific reasons such as convenience and the ability to multitask rather than waiting on the phone. Survey results suggest that the more consumers are online, the more comfortable they are communicating with companies there.

In addition, by next year, three-quarters of the online shopping population will have engaged in a live chat with a retailer, researchers predict.  A survey of U.S. and U.K. consumers conducted online by eMarketer researchers in partnership with the retail consultants at the e-tailing group found that 1 in 5 shoppers said they preferred live chat as their communication method of choice for contacting a retailer regardless of the circumstances.

Click to learn more about the study and Oracle's Live Help solutions.

Thursday Apr 05, 2012

Webcast: Leveraging Mobile And Social Commerce To Deliver A Complete Customer Experience

  Mobile and social media are emerging as new channels for customers to interact and transact with brands. Mobile users demand experiences that are relevant and engaging and are designed with the capabilities and constraints of devices in mind. Just having a mobile app or mobile-specific website is not a long-term strategy. Brands must invest in an optimized experience, especially as mobile becomes critical to an overall digital commerce strategy.

Debating the merits of using Facebook or not is missing the point when it comes to social media. True innovators are thinking beyond the social channel and are building programs that leverage Facebook data to drive conversions and engagement both on and off Facebook.  Learn how to be more strategic about mobile and social commerce in this informative editorial webcast.

Attend this webcast and you will learn:
  • How to leverage mobile and social touchpoints in digital commerce
  • Why having a Facebook page or a mobile app is not enough
  • The benefits of a consistent, personalized and relevant customer experience
  • Strategies for integrating mobile and social into an overall digital commerce strategy

Featured Speakers:

  • Peter Sheldon, Senior Analyst, eBusiness & Channel Strategy Professionals, Forrester Research
  • Brenna Johnson, Product Manager, Oracle Commerce

Click here to register.

Wednesday Apr 04, 2012

Attend This Webcast To Learn How CG Manufacturers Are Stepping Up Their Efforts to Sell to Consumers

Going Direct to Consumer is top of mind with executives in the Consumer Goods (CG) industry today. But are companies ready to engage? Recently, the Economist Intelligence Unit (EIU) conducted research sponsored by Oracle to better understand how Consumer Goods companies are engaging directly with consumers today and in the future. The survey involved CG executives across the globe as well as in-depth interviews with corporate leaders in the industry to explore their direct-to-consumer initiatives. Some key findings include:

  • Pushing traditional media through new media channels is not enough to reach today's more plugged in, product-savvy consumer
  • CG companies are experimenting with new ways to establish and enhance direct, two-way relationships with their target consumers across multiple channels to enhance brand loyalty and drive product sales
  • Survey respondents and other CG executives see their nascent e-commerce efforts as complimentary to, not competing with, existing retail channels.

This webinar will review the results of the research and panelists will discuss what CG companies worldwide are thinking as they deploy their direct-to-consumer strategies in an effort to engage directly with today's empowered consumer.

Monday Apr 02, 2012

Transforming Customer Experiences Through Agile Commerce With Forrester Research’s Brian Walker – April 4th Webinar

eBusiness today has fundamentally changed. Platforms and technologies must be flexible to support a number of business functions - marketing, merchandising, shopping, customer service - across a variety of digital channels and provide customers with a seamless, well-designed brand experience.

Join us for this complimentary webinar on Wednesday, April 4th, 2012 at 12:00pm ET as Forrester Research’s Brian Walker provides expert insight on:
  • The latest innovations, best practices, and industry trends in agile commerce, and how brands can maximize efforts
  • How forward-thinking companies today are leveraging technology to deliver powerful customer experiences across touchpoints 
  • The future of eBusiness and agile commerce
Register Now!

Monday Mar 26, 2012

Pinterest and Social Commerce: The Social Networking Site Retailers Shouldn’t Ignore

If you are in the midst of remodeling your home, researching the latest spring fashion trends, or simply trying to figure out what to cook for dinner you’ve probably been on Pinterest, and like me, find it extremely useful for generating new ideas and storing them all in one place. Gone are the days of folding over corners of magazines or bookmarking the URL of a Web page – Pinterest makes it easy for you to “pin” ideas, photos, links, and more to virtual bulletin boards where your “followers” can repin, like, and share.


As a consumer, Pinterest has gained my attention and I’m definitely not the only one. According to a Monetate infographic, Pinterest’s unique visitors increased 329% from September to December 2011. With this explosion of users, what does it mean for social commerce?


Also according to
Monetate, Pinterest is one of the top traffic drivers for retailers – driving even more traffic than popular social networking sites like Google+.  For businesses, creating a presence on Pinterest is a great way to extend the reach of your brand, increase inbound links, and drive more traffic to your site. Socialnomics has a great post on how some of the biggest retail brands are using Pinterest to connect with consumers, offer cool content, and engage on a more personal level.


When evaluating your social commerce program, while Facebook still delivers the most referrals, Pinterest shouldn’t be ignored as a way to help reach and connect with as many consumers as possible.

Tuesday Mar 20, 2012

Stores Still Matter In The World Of E-Commerce

You may think that more and more consumers are moving their purchasing to the Web or mobile device.  However, according The NPD Group, Inc., a leading market research company, 15-20 percent of consumers in 2011 checked out products in stores before buying online, or called “showrooming”, for product categories like stand mixers, electric knives, sewing machines, and some floor cleaners. Other categories like power tools, hairsetters, and robotic vacuums are now beginning to show signs of the “showrooming” trend as well.

It is doubly important to present a consistent, personalized, and relevant shopping experience for your customers, no matter whether they interact with you in-person in your store, with your sales agents or call center agents, over the Web, or using a mobile device.  Your goal is to make that experience across touchpoints as seamless as possible.

Thursday Mar 15, 2012

Less Can Be More In E-Commerce

Today’s consumers are inundated with product choices and vendors. Visit your favorite electronics retailer and see the vast assortment of flat panel televisions. Or the variety of detergents at the supermarket. All of this can be daunting for the average consumer who is looking for the products and services that interest them.

 In a study titled “Choice is Demotivating: Can One Desire Too Much of a Good Thing”, the author, Sheena Iyengar found that participants actually reported greater subsequent satisfaction with their selections and wrote better essays when their original set of options had been limited.

The same can be said for e-commerce and your website. Being able to quickly convert shoppers into buyers with effective merchandising is what makes leading businesses successful. You want to engage each individual visitor with the most-relevant content to drive higher conversions and order values while decreasing abandonment, but predicting what will resonate with each customer is difficult.

In a world of choices, online merchandizing tools can help personalize, streamline, and refine what your customers view when they browse your online catalog. The key to being effective is to align your products and content as closely as possible with the customer’s needs.

The goal on the home page is to promote your brand and push visitors farther into the site. The home page is often the starting point for repeat customers as well as for new visitors hoping to address their current product needs. As the customer selects different filters and narrows the choices, valuable information is being provided to the retailer about the customer’s current need—regardless of previous search behavior or what other customers with a similar demographic profile have purchased.

Together with search pages, category browse pages are among the primary options available to customers as a means of finding products on your site. Once a customer reaches the product detail page, it is clear what that person desires, regardless of the segment the customer falls into. However, don’t disregard campaign-based promotions completely. A campaign targeted to all customers but featuring rule-driven promotions tied to the product can be effective.

Click here to learn more about merchandizing techniques so what your customer sees if half full and not half empty.

Wednesday Mar 07, 2012

It’s No Longer Channels, But Customer Touchpoints

eTail West was a full three days last week of retail and commerce coming together in Palm Desert, CA.  There were lots of great keynotes, breakout sessions, and tracks. As I walked the floor and listened to presenters I got a sense that a lot of companies continue to talk about “cross-channel experience”.

Those of us in the commerce world and those dipping your toes into it must start thinking beyond individual siloed channels and start thinking about customer touchpoints.  Today, there are so many ways that customers engage with you, be it mobile, PC, social, kiosk, store, etc. and it’s so important to marry the customer experience – which needs to be consistent – to the specific device that the customer is using at that point in time.  And as that customer moves from one touchpoint to another, they expect that the company continues to know who they are and provides personalized, relevant content.

Thursday Mar 01, 2012

2012 B2B E-Commerce Trends – Insight Into Key Trends And Areas of Investment for Building A Stronger Online Presence

Earlier we posted the results for our 2012 B2C E-Commerce Trends survey. This week, we want to share the results for our B2B e-Commerce Trends survey.


Although B2C e-commerce is typically seen as the more “sexy” side of e-commerce, 2010 U.S. Census data shows estimates for B2B revenue transacted online to be approximately $300 billion. Compare that to $200 billion in retail transactions, and the B2B commerce story suddenly becomes more interesting. Endeca, now part of Oracle, conducted a survey to help B2B e-commerce professionals benchmark their upcoming plans and strategies against those of their peers at similar organizations.


Key findings include:

  • Mobile, Not Surprisingly, Is a Key B2B Trend
    The bottom line: mobile is no longer just the concern of B2C brands launching the next cool consumer app. For top B2B brands, mobile is now a core piece of the customer experience, generating value and utility for the direct sales force and customers.
  • B2C e-Commerce Continues to Influence B2B Practices
    Key retail tools and best practices for influencing revenue in the last 12 months continue to be personalization, the online catalog, and search engine optimization (SEO).
  • Complexity Continues to Dominate the B2B Channel Equation
    B2B commerce organizations have always operated in a complex multichannel world. What the 2012 survey data points to is that engaging customers in that world remains increasingly complex. Companies responding to the survey continue to operate in an average of seven different languages and often in more than 100 distinct geographies.

Click here to download these B2B e-commerce research findings and see how your peers are prioritizing their 2012 investments.

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