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!

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

Thursday May 31, 2012

“Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data.

Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand.

Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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.

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!

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.

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