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Customer Experience Strategy

Measuring the Value in a Customer Journey

With Christian Patrik Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business potential.  Fragmented data and a web of point solutions make it difficult to measure marketing performance and customer behavior. Brands are forced to act reactively, wasting time, effort, and money without a holistic customer lens. Winning firms use customer intelligence to make every interaction count.  They constantly measure their actions in order to refine their strategies to increase customer loyalty, drive business value and increase their competitive advantage. Oracle offers world-class Journey Mapping and Value Study solutions to provide you with a customer-centric framework and methodology to drive your business evolution. Journey Mapping leverages design thinking so brands can prioritize investments that influence customer behaviors that deliver results. This is a practical approach to overcome the lack of priorities and specifics that are required to affect change. You’ll gain the perspective of your current customer journey versus the desired experience. In the workshop, the team will imagine solutions that deliver customer and organizational value, resulting in the vision, calls to action, ownership and accountability necessary to provide quantifiable value to your business and customers. We observe your customers’ journeys and review how your customers interact with you, evaluating touchpoints and linking valuable insights from the workshop to business justification.  Outputs are business cases that are actionable, board-ready and qualitatively and quantitatively supported. What is Customer Journey Mapping? The value study gathers critical data points on your current processes and associated metrics.  Then, we reference industry best practices, equivalent KPIs, and benchmarks to present analogous baseline data modeled against your current state. After validating initial findings, The Oracle Value Strategy Group presents a series of compiled recommendations, including a ROI-rooted business case and an actionable roadmap presented during an executive read-out to share the potential business impact as well as the methods to best measure that impact.  Through our integrated approach, your business can objectively engage the enterprise in developing actionable roadmaps that connect opportunity areas to business strategies and customer expectations to real ROI benefits. Read the brief "Measuring the Value in a Customer Journey"        

With Christian Patrik Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business potential.  Fragmented data and a web of point...

CX News & Events

CX Sales at Oracle OpenWorld 2018

October 22-25 Moscone Convention Center, San Francisco Oracle OpenWorld 2018 is upon us!  Transformational technologies, the move to a subscription economy, Artificial intelligence, IoT and Data-Driven CX will be highlighted customer experience topics. Learn how systems throughout the customer journey can integrate seamlessly for a consistent customer experience. In addition to live conference Keynotes by Larry Ellison and the sensational customer appreciation event featuring Beck, Portugal.The Man, and The Bleachers, if you are a sales professional, use this useful CX Sales Track session guide to navigate the halls of Moscone Convention Center in San Francisco to attend the sessions that matter most. This year, CX is based in Moscone South with a CX Exhibit area located on the lower floor with sessions on floors 1, 2 and 3. The opening CX session is presented by Rob Tarkoff, EVP CRM/CX Cloud, Oracle. A next-generation approach to customer experience starts with a unified view of the customer, and real-time, AI-driven insights powering relevant interactions on any channel—chatbot, field sales, social ad, or WhatsApp conversation. In this session learn about these topics and how Oracle CX helps organizations build continual customer relationships. The Next Generation of Customer Experience [PKN6661], Tuesday, October 23rd, 11:15am-12:30pm, Moscone South, Room 153 Don’t miss the CX Sales General Session presented by Oracle and Tata Consulting Services where you can hear about the latest CX innovations for sales professionals and what impact this can have on your business. General Session: The Latest CX Innovations for Sales [GEN5787], Monday, October 22nd, 11:30am-12:45pm, Room 313.  We have two Roadmap sessions. The first will present the vision for Engagement Cloud, a solution that provides insights and recommendations for sales professionals, by combining sales and service functionality on a single platform. The second will present the evolution of the leading CPQ Cloud Service in the marketplace. Your Roadmap of the Future for Sales and Service [PRM5789], Tuesday, October 23rd, 3:45-4:30pm, Moscone South – Room 314 Future Evolution of Oracle CPQ Cloud Service: Roadmap and Development Horizon [PRM4535], Thursday, October 25th, 9:00-9:45am, Moscone South – Room 314 Listen to Oracle experts in these featured sessions as they discuss how they are using Intelligent Cloud Applications at Oracle to modernize business practices. Attend these sessions for a unique inside perspective. Oracle’s Journey to the Cloud [BUS3974], Tuesday, October 23rd, 3:45-4:30pm, Moscone South -Room 154 Oracle Sales Cloud at Oracle: How We Increased CDM Adoption by 100x with a PaaS App [BUS4057], Thursday, October 25th, 12:00-12:45pm, Moscone South – Room 313 Extending the Next Generation Engagement Platform with Partners [PRO5791], Wednesday, October 24th, 12:30-1:15pm, Moscone South – Room 314 Attend these CX Industry sessions on High Tech & Manufacturing, Communications & Media and Consumer Goods & Retail to learn how these companies are leveraging prebuilt applications for their businesses, saving on implementation time and addressing specific industry challenges with tailored solutions. High-Tech and Manufacturing Industries: Thriving in the Digital World [PRO6189], Monday, October 22, 4:45-5:30pm, Moscone South – Room 314 Communications and Media Industries: Winning the Digital Customer [PRO6188], Thursday, October 25th, 11:00-11:45am, Moscone South – Room 216 Consumer Goods and Retail Industries: Winning the Digitals [PRO6190], Thursday, October 25th, 1:00-1:45pm, Moscone South – Room 314 And there’s more! Additional sessions include Adaptive Intelligence, Business Intelligence and integration approaches that support sales organizations in the modern economy. The CX area at the Exhibit Hall will be in Moscone South, lower floor. There will be five featured always-on demonstration areas featuring some of the most dynamic and transformational technologies, featured demos at the CX Theater and plenty of opportunity to mingle with CX experts and advisors. The always-on demos include: Adaptive Intelligent Apps for CX – Adaptive Intelligent applications for marketing, sales, service and commerce IoT and Augmented Reality – Featured demos on Internet of Things and Augmented Reality Digital Assistants – featuring sales and service virtual assistants and a chatbot platform. Subscription Management– new product launch at OpenWorld! Data-Driven CX – presenting the new Customer Data Platform Don’t miss out on this year’s major announcements. Stay informed of the new, cutting-edge and sometimes unfamiliar. It’s your opportunity to learn, explore and network with fellow attendees at the conference! Visit Oracle OpenWorld 2018

October 22-25 Moscone Convention Center, San Francisco Oracle OpenWorld 2018 is upon us!  Transformational technologies, the move to a subscription economy, Artificial intelligence, IoT and Data-Driven...

CPQ

How Committed is Your CPQ Vendor?

By Graham McInnes, Sr. Principal Product Manager  “How committed is Oracle to CPQ?” is a logical question to ask, given the CPQ vendor market explosion in recent years.   Potential customers have to navigate through new unicorns, crumbling alliances, questionable partnerships and over-exaggerated, one-size-fits-all solutions. They want assurances the solution they select will serve their long-term needs.  Properly vetting a CPQ vendor is incredibly important because a CPQ project impacts many facets of an organization and a project failure could be be highly-visible and potentially career ending. So, is Oracle committed to CPQ? Yes! In fact, the largest known deployment of a CPQ solution is Oracle itself. As of early 2018, our CPQ solution is used by 41,000 Oracle staff for 90% of our total revenue, and about $34.2 Billion in revenue and counting. The solution supports thousands of offer variables with a global footprint that includes regional pricing and discounting rules. The organizational impact has been significant with KPI’s that include: 9x increase in volume of self-service quoting by sales reps. 10x improvement in order accuracy due to guided selling. 2x increase in the average velocity of a deal moving through the system. 8 weeks increase in sales time by eliminating quarterly blackout periods (less time pressure on more than $5.7 Billion of sales activity). 4x reduction in time and effort it takes to introduce a new product by minimizing the needs for IT or infrastructure teams. 2x improvement in customer satisfaction among CPQ users, including sales reps and channel managers. As a company, we employ CPQ to improve the productivity of our sales organization and to liberate them from as much internal process complexity as possible. Judging by the positive impact on our business, CPQ has been a stunning success. What are Oracle’s long-term CPQ Plans? Our lead in the marketplace is no accident.  We continue to invest in CPQ development. Our primary roadmap goal is to further enable customers' success with functionality that drives sales efficiency, simplifies administration, enables greater flexibility and provides performance at an ever-increasing scale.  Specific developments are based on prioritizing and selecting customer feature requests, helping us lead the CPQ marketplace. We’ve recently added Contract Lifecycle Management (CLM) and Subscription Management capabilities to the solution footprint. These additions to the engineering and product management teams serve to unite the Enterprise Contracts with the CPQ Development team. As a company with a broad portfolio serving many different industry verticals, Oracle sees the opportunity to leverage CPQ to provide functionality not available elsewhere for a growing number of front office customer use cases. Recent examples: Service Cloud + CPQ to enable guided selling through complex service scenarios.  Commerce Cloud + CPQ to provide self-service portals enabling customers to navigate, configure, and quote complex offerings. transportation logistics companies to configure, price, quote and plan a broad variety of intermodal, logistics and dedicated transportation solutions to customers. Investing in Success Most importantly, Oracle continues to invest in our customer’s long-term success. We realize that CPQ tooling is often employed as part of a wider transformational change within a company as organizations seek to evolve up the maturity scale. For that reason, Oracle makes significant investments to provide Breakthrough Opportunity Analysis (BOA) workshops that identify opportunities for improvements in your selling process. These comprehensive two-day workshops carefully map out quote to cash processes, including all supporting systems to provide a holistic understanding of the real business process flows. BOA workshops are often the first time participants across the company map out the sales and quoting process.  They involve all parties and address system challenges, approval points, wild card dependencies and commonly accepted process disturbances that may be unique to your organization. Participants can accurately benchmark the value of potential changes CPQ may offer.   Oracle CPQ is trusted by over 600 well-known brand names and used by more than 600,000 employees. Internally, we have over 41,000 users and more than $34 billion dollars of company revenue flows through the tool. You can trust us. We’re here for the long term. For more info, read - Financial Impact of Selecting the Wrong Configure Price Quote (CPQ) Solution Exec Paper                            

By Graham McInnes, Sr. Principal Product Manager  “How committed is Oracle to CPQ?” is a logical question to ask, given the CPQ vendor market explosion in recent years.   Potential customers have to...

CX News & Events

Online Holiday Sales to Increase 15% in 2018 and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Future of Customer Experience by Michael Krigsman, CXOTalk Michael Krigsman interviews Oracle's Des Cahill about integrating data across marketing, sales, service, and commerce to improve the customer experience. <<Click to Tweet. Constellation ShortList for Field Service Management by R "Ray" Wang, Constellation Research Oracle Field Service Cloud was named to the Constellation Research ShortList for top vendors in the Field Service Management Category. <<Click to Tweet.  Forklift Maker Hoists Dealer, Customer Know-How by Sasha Banks-Louie, Forbes, 9.11.2018 Hyster-Yale, a global manufacturer of lift trucks, improves its customer experience with a scalable and comprehensive quoting process with Oracle CPQ Cloud. <<Click to Tweet.  Unforgettable Episode 7: Demonstrate Knowledge by Samantha Hausler, SmarterCX, 9.14.18 In this episode, Shep Hyken discusses knowledge and how to use it to build credibility and trust with your customers.  <<Click to Tweet.  5 Essential Service Sessions at Oracle OpenWorld 2018 by Jodi Warner, SmarterCX, 9.13.18 Oracle OpenWorld 2018 will take place October 22-25 in San Francisco. With over 1,000 planned sessions, don't miss these 5 essential service-focused opportunities. <<Click to Tweet.  Industry News: Online Holiday Sales to Increase 15%, According to Forecast by Marianne Wilson, Chain Store Age, 9.12.18 NetElixir predicts e-commerce growth of 15 percent this holiday season, up from 13 percent last year, with voice-search shopping making up 30 percent of mobile searches. B2B Marketers Lack Confidence in Data: D&B by Beth Negus Viveiros, Chief Marketer, 9.12.18 According to Dun & Bradstreet, half of B2B professionals lack confidence in the quality of their marketing data, hindering adoption of ABM to increase engagement. Customer Experience Metrics, Through A New Lens by Diane Gordon, CMSWire, 9.11.18 In addition to frequently used metrics, CX can be measured through the lens of acquisitions, engagement and retention frameworks. Effective Enterprise Communication: The Foundation of Strategic Field Service by Sarah Nicastro, Field Service Technologies Online, 9.10.18 Effective enterprise communication enables field service organizations to be more intentional and strategic in their service delivery. How Online Retailers Can Make the Most of Preorders to Maximize Sales by Olivier Schott, CRM Buyer, 9.10.18 Online retailers can take advantage of preorders to boost sales by properly marketing their products, preparing for online traffic, and creating enticing product bundles.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Future of Customer Experience by Michael Krigsman, CXOTalk Michael Krigsman interviews...

Customer Experience Technology

You’re Just A Brand - Enter Oracle Engagement Cloud

Many of you have built robust service and sales organizations.  Your highly trained service teams stand by to answer any customer questions. Your sales teams are carefully organized by territory and industry to ensure that every customer gets the necessary attention they deserve. Partners are in place.  Your marketing campaigns are dialed in and every team works together smoothly like the gears of a Swiss Watch.  Sounds great, right? However, the customer only sees the face of the watch. The people, processes, technology and brilliant organizational engineering pass through unappreciated from engagement-to-engagement because to the customer, you’re not a well-oiled machine. You are just a brand…and that is how it should be! Customers should never have to build a watch to get the time. They shouldn’t have to connect the gears among marketing, sales and service, nor figure out how to “game the system.” They expect a seamless operation regardless of their point of engagement–whether they talk to your sales reps or your service agents, it’s all the same to them. This expectation is even more apparent as Generation Z now enters the workforce. These young digital natives are more financially savvy than their predecessors. They’re more willing to do their homework and research before making a purchase, and are less tolerant of poor customer service (just check #badservice on any social media site if you don’t believe me).   Their skyrocketing expectations place a tremendous pressure on service and sales organizations. Sales teams need to know when high-value customers have questions or unresolved problems. Furthermore, they need to act when important relationships are threatened. Service agents need to know what was promised and what was sold. Each department must share a 360-degree-view of the customer because every engagement is now a team effort. For many companies, meeting this expectation requires changing the gears of their customer experience watch. Blurring the Lines Between Sales and Service Fortifies the Brand Experience For the past two years at Oracle, we have been developing our Engagement Cloud product. This integrated sales and service tool is our nucleus for digital transformation. It’s a platform that allows service and sales representatives to switch hats on requests and empowers businesses to work continuously with dedicated sales and service teams. This new tool is designed to blur the lines and go beyond the needs of siloed departments to benefit the brand as a whole and deliver superior modern customer experiences. It’s a watch that tells the time no matter who is asking. Matching the pace of innovation set by today’s modern customers, Oracle is combining its CX Sales Cloud and CX Engagement Cloud brands into one unified product. This suite offers robust service tools and cutting-edge sales automation capabilities all on one platform. This combined offering sets the stage for continuous innovation, replacing a well-oiled swiss watch with a digital version capable of delivering new experiences that will further set the pace of the market. Heading to Oracle Open World in October? Join me in the CX Service General Session to learn how companies are re-thinking the strategic principals of of service and sales, for one immersive experience. And don’t miss Fortune Alexander’s General Sales Session, exploring the future of sales professionals, and how blending service and sales will not only add value, but transform businesses.              

Many of you have built robust service and sales organizations.  Your highly trained service teams stand by to answer any customer questions. Your sales teams are carefully organized by territory and...

CX News & Events

Consumers' Use of Grocery Apps Forecasted to Double and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Advanced Technology Key to These Retailers' Success, Survival by Linda Currey Post, The Wall Street Journal, 7.26.18 The digital revolution is changing the retail industry, and Oracle customers like Moleskine, Murray's Cheese Shop, and Wiggle are employing innovative technology to get ahead. <<Click to Tweet.  HOPE Lingerie Builds Loyalty with Unified B2C and B2B Commerce, Oracle, 8.2018 With 180 stores, HOPE Lingerie needed a flexible, user-friendly platform to deliver engaging B2B and B2C experiences. <<Click to Tweet.  Unforgettable Episode 5: Be Convenient by Samantha Hausler, SmarterCX, 8.31.18 In this episode, Shep Hyken shares how convenience is the secret to taking your customer experience to the next level.  <<Click to Tweet.  3 Ways to Scale Customer Engagement as Your Business Grows by David Goltz, SmarterCX, 9.6.18 According to Harvard Business Review, customers engaged on multiple channels spend more in store and online. Here are three ways to stay close to your customers and scale simultaneously. <<Click to Tweet.  Industry News: Customer Experience Index Reveals Brands Lack Human Connection by Victor Milligan, Forbes, 9.6.18 Forrester's 2018 Customer Experience Index results show that companies are struggling to create and sustain a human connection with their customers. Social Media Marketing: Looking Beyond Reach by Pierre DeBois, CMSWire, 9.6.18 By monitoring message consistency over time and audience sentiment in response to messaging, marketers can better control the impact of their social media presence. 4 Simple Strategies That Will Help You Offer Excellent Customer Service by Toby Nwazor, Entrepreneur, 9.5.18 By getting to know your customers, fixing mistakes, being thorough and responding quickly to inquiries, companies are able to provide better customer service. Forecast: Consumers' Use Of Grocery Apps To Nearly Double This Year by Deena M. Amato-McCoy, Chain Store Age, 9.5.18 On-demand grocery delivery apps are among the fastest-growing app categories in the U.S., with 18 million adults using an app for shopping at least once a month in 2018. Tips For Aligning Digital Tech To The Retail Customer Journey by Julie Smith and Kristen Lenci, Retail Customer Experience, 9.4.18 Before implementing digital technologies for retail, businesses should be asking themselves how the technology can benefit their business and customers.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Advanced Technology Key to These Retailers' Success, Survival by Linda Currey Post, The...

CX News & Events

How to Kick-Start Digital Transformation in Your Enterprise and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: 10 Ways to Create an Unforgettable Customer Experience by Shep Hyken, SmarterCX, 8.20.18 Today's customers are more demanding than ever. So how do you create an unforgettable experience that makes your customers want to do business with you and nobody else? <<Click to Tweet.  Industry News: How to Kick-Start Digital Transformation in Your Enterprise: 6 Tips by Alison DeNisco Rayome, TechRepublic, 8.22.18 According to a new Forrester report, a successful digital transformation project requires C-level support, change management skills, and the right mix of talent, among others. Customers Want Your Marketing to Be Personal. Here Are 4 Tactics That Really Work by Michelle Manafy, Inc., 8.21.18 As customers demand greater personalization, marketers must strive to provide accurate recommendations, invest in predictive analytics, and engage mobile channels. 4 Stumbling Blocks to AR ROI in Field Service by Sarah Nicastro, Field Technologies Online, 8.21.18 As companies implement AR within their field service initiatives, roadblocks to consider include issues with connectivity, battery life, wearables, and workforce resistance. 10 Examples of Customer Experience Innovation in Healthcare by Blake Morgan, Forbes, 8.21.18 Customer experience innovations in healthcare will include AR, AI, connected devices, big data, virtual networks, and telemedicine. Six Digital Trends to Stay On Top Of by Marianne Wilson, Chain Store Age, 8.20.18 According to eMarketer, mobile ad spending, smart speaker adoption, and augmented reality are among the six digital trends marketers should be keeping an eye on.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: 10 Ways to Create an Unforgettable Customer Experience by Shep Hyken, SmarterCX,...

CX News & Events

Tips from Customer Experience Experts and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Oracle Named a Leader Again in Gartner's 2018 Magic Quadrant for Sales Force Automation, by Fortune Alexander, 8.13.18 Oracle's focus on business transformation encompasses both front and back office cloud apps and integrations, directly benefitting its Sales Force Automation solution. <<Click to Tweet. Weekly Tips for How to Provide Unforgettable Customer Experiences, by Jay Baer, Convince & Convert, 8.13.18 Jay Baer is partnering with SmarterCX and Oracle to produce Unforgettable: a multi-media education program featuring a rotating team of CX experts sharing modern customer experience excellence. <<Click to Tweet. Unforgettable Episode 2: One of Us Represents All of Us, Samantha Hausler, SmarterCX, 8.10.18 In this episode, Shep Hyken discusses why any one point of contact with a customer must reflect the whole brand. <<Click to Tweet.  Exelon Focuses on Delivering Enhanced Customer Experience, Oracle, 8.8.18 Paul Mason shares how Exelon, a leading North American utility company, uses Oracle Service Cloud and Oracle Utilities solutions to innovate and deliver better CX. <<Click to Tweet.  Industry News: 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss, Forbes, 8.16.18 By focusing on a great customer experience, companies are able to win more customer advocates who, in turn, will generate additional business. T-Mobile CEO John Legere Wants To Make Customer Service Something People Don’t Hate by Jonathan Vanian, Fortune, 8.15.18 T-Mobile announced that it is revamping its call centers to reduce the hassle of confusing phone trees, unhelpful chat bots, and uninformed human representatives. 3 Reasons Why CMOs Should Embrace Experiential Marketing by Steve Olenski, Forbes, 8.15.18 Lasting impressions, greater access to data, and gaining an active understanding of your own products are reasons why enterprises should invest in experiential marketing. Ask The Board: Laying The Foundation Of A Successful Customer Experience Initiative by Sarah Nicastro, Field Technologies Online, 8.14.18 To build a successful foundation for CX efforts, companies should create a customer success role, ensure company-wide alignment, and invest in appropriate technologies. Search Is At The Heart Of E-Commerce: 60% Of Shoppers Frustrated By Irrelevant Results by Bryan Wassel, Retail Touchpoints, 8.13.18 Accuracy and convenience are the most important aspects for online shoppers, meaning retailers need accurate search engines in order to boost conversions and deliver on personalization.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Oracle Named a Leader Again in Gartner's 2018 Magic Quadrant for Sales Force Automation,...

Customer Experience Technology

Oracle Named a Leader Again in Gartner’s 2018 Magic Quadrant for Sales Force Automation

By Fortune Alexander, Sr. Director, CX Product Strategy, Oracle  Gartner has just named Oracle a Leader once again in its newly published 2018 Magic Quadrant for Sales Force Automation report. Gartner also published the accompanying Critical Capabilities for Sales Force Automation report in which it aligns each vendor’s capabilities against the five most common selling use cases. Oracle received the second highest Use Case scores in all five of the use cases: B2B Long-Cycle Sales B2B Short-Cycle Sales B2C Long-Cycle Sales B2C Short-Cycle Sales, and Indirect/Relationship Sales. Check out the report here. What I believe sets Oracle apart from other vendors is our focus on business transformation that encompasses both front and back office cloud apps and integration. Sales Force Automation is one of the key solution areas that benefits from this approach, enabling Oracle to deliver on the ability to execute and completeness of vision that makes us a recognized industry Leader. While this vision spans the entire spectrum of CX applications, we can identify five key trends that specifically drive our strategy and vision for Sales Force Automation: Moving Beyond Core SFA Oracle is helping brands deliver differentiated customer experiences that are fueled by connected data, insights and recommendations. Our solution features native integration with emerging technologies such as AI, IoT, virtual sales assistants, and chat bots. It also seamlessly integrates with other sales processes like Partner Relationship Management, Sales Contracts and Configure Price Quote (CPQ) to extend seller and partner productivity. By expanding beyond core SFA capabilities, Oracle’s solution combines predictive and intelligent insights with deal-specific recommendations to close more business, faster.   Using Adaptive Intelligence to Win More Deals Sales reps want relevant, contextual and optimized information in real-time. Oracle’s process-aware business intelligence guides reps through each stage of the sales cycle with recommended actions, relevant content, smart call points, and other machine-driven business intelligence. Turning all this data into actionable insights means businesses can close more deals, increase deal size, and speed up the deal process.   Improving Productivity Oracle Engagement Cloud’s voice-controlled Sales Assistant keeps reps and managers working on the go. With mobile access, email integration, and built-in guided learning tools, sales reps can work any time, from anywhere. And by contextually embedding social content, reps can better leverage social channels as a powerful selling tool.   Flexible Configuration Pre-configured industry-specific business flows decrease the need for customization and speed on-boarding. Oracle Engagement Cloud provides one single location where users can holistically modify experiences across channels like web, mobile, email, messaging and chat without the need for IT involvement. Integration with Partner Relationship Management, Sales Performance Management or CPQ modules is just a point-and-click extension away. Complete CX Suite for Completely Connected Experiences Customers don’t see the difference between sales and service departments.  They see just one customer experience. Oracle Engagement Cloud empowers sales and service reps with increased visibility to keep key accounts healthy, secure renewals, and identify ongoing upsell opportunities. These connected experiences result from optimized sales processes from modeling incentive compensation, territories and quotas to flowing leads from Marketing to generating quotes in CPQ to viewing order status in ERP. It’s exciting to see this vision and strategy come to life for our customers of all sizes and industries. For more information, click here to view the full Magic Quadrant report to learn more.   Recent analyst recognition for Oracle includes: A Leader in the 2018 Gartner Magic Quadrant for Sales Performance Management A Leader in the 2018 Gartner Magic Quadrant for Digital Commerce A Leader in the 2017 Gartner Magic Quadrant for Field Service Management A Leader in the 2018 Gartner Magic Quadrant for Sales Force Automation A Leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center A Leader in the 2018 Gartner Magic Quadrant for Configure, Price and Quote Application Suites  Gartner Magic Quadrant for Sales Force Automation, Tad Travis, Ilona Hansen, Julian Poulter, Melissa A. Hilbert, 9 July 2018. Gartner Critical Capabilities for Sales Force Automation, Tad Travis, Ilona Hansen, Julian Poulter, Melissa A. Hilbert, 23 July 2018. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

By Fortune Alexander, Sr. Director, CX Product Strategy, Oracle  Gartner has just named Oracle a Leader once again in its newly published 2018 Magic Quadrant for Sales Force Automation report. Gartner...

CX News & Events

Three Reasons CX Initiatives Are Failing and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Yamaha Revs Up Digital Strategy In Race For New Revenue by Clint Boulton, CIO, 8.6.18 Yamaha’s CIO discusses how Oracle software is used to aggregate, cleanse, and store customer information as Yamaha works to strengthen customer relationships. <<Click to Tweet. Unforgettable Episode 1: Balance Between Digital and Human Experience by Samantha Hausler, SmarterCX, 8.3.18 Shep Hyken, customer experience expert and bestselling author, discusses the balance between human and digital experiences. <<Click to Tweet. Victoria University Optimizes Its Campaigns with Oracle CX, 8.6.18 In this video, learn how a Victoria University uses Marketing Cloud automation capabilities to deliver more personalized, engaging, and timely communications to its students. <<Click to Tweet.    Industry News: 3 Reasons Customer Experience Initiatives Are Failing, by Sarah Nicastro, Field Technologies Online, 8.8.18 Common customer experience missteps within field service include the misunderstanding of customer input and the lack of focus on innovation. Study: Cumbersome Checkout Alienates Online Shoppers, by Deena M. Amato-McCoy, Chain Store Age, 8.9.18 Complicated online checkouts are taking a toll on digital sales, with 87 percent of shoppers abandoning their online carts due to long or complicated checkout processes. 61% of Consumers Will Share Personal Data for Personalized Marketing Communications, by John Koetsier, Inc., 8.8.18 According to a new study, 61 percent of consumers are willing to share more data with companies in exchange for more personalized and relevant communications. Top 5 Technological Innovations That Will Impact the Future of CX, by Vandita Grover, MarTech Advisor, 8.7.18 Digital experience platforms, voice of customer programs, cybernetic CX, and emerging technologies such as AR, VR, and IoT are expected to take CX to the next level. Natural Language Processing is Hitting Its Stride, by Erika Morphy, CMSWire, 8.7.18 As Natural Language Process (NLP) continues to advance, customer service chatbots, for instance, become more efficient and capable of more complicated tasks.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Yamaha Revs Up Digital Strategy In Race For New Revenue by Clint Boulton, CIO, 8.6.18 Yam...

CPQ

Learn Lessons From 4 CPQ Projects That Failed

By Graham McInnes, Sr. Principal Product Manager, Oracle As a leading vendor of configure, price and quote solutions, we at Oracle see several constants in the industry. One is when starting to investigate CPQ, there are internal challenges that can’t be solved by repurposing existing tools. Another is using CPQ as a transformational change agent that’s been designed to evolve the organizational up the maturity scale. In both of these, it’s not unusual to see new executive leadership brought in to help guide the organization to the next stage of development. We see this all the time. The challenge is that new executives, often in a rush to affect an immediate outcome, may make hasty decisions. As the old saying goes 'a new broom may sweep clean, but an old one knows all the corners'. Hasty evaluations of CPQ solutions are typically heavily weighted in favor of minimal licensing costs while ignoring the important nuances of the implementation of the solution. It’s painful to watch a company select a CPQ solution that’s either not up for the challenge, or is unsuitable for the organization. Outcomes are often long, arduous projects costing millions of dollars, wasting countless staff hours, and ending executive careers.  Here are some examples. # 1 Communications Company - Scope Creep Drives Rising Costs After spending $3 million on a CPQ contract, they needed extra functionality to cover additional product lines. So, the CPQ vendor revised their development roadmap to accommodate them.  But after building that functionality, to cover the implementation of the solution, the vendor requested and was awarded an additional $4 million dollars! Three years later, in order to deploy, the vendor asked for an additional $500 thousand dollars to complete the solution for a single product! Cost: $7.5 million dollars direct spend. 36 months lost opportunity time and countless staff hours. Result was a quoting tool still unable to support multiple product lines. Lesson learned: Don’t count on promised roadmap functionality to solve challenges you have today. Go with the CPQ solution that offers the most robust product feature set and has a proven history of delighting companies, like yours. # 2 IT Technology Provider – Shape Up, or Ship Out Executives selected a niche CPQ vendor, expecting their company to be an important customer and receive greater levels of engagement. However, they didn’t anticipate overwhelming the vendor with their project that struggled for over three years before it ultimately failed. The executive team was fired and replaced. The new team rushed through a new CPQ evaluation and nearly selected the lowest cost vendor with an even smaller customer base than the first failed project vendor. Cooler heads prevailed when execs realized the career-ending potential of another lengthy project failure. Cost: Careers ruined for executive staff 40 months lost opportunity cost. 200 staff months wasted.    Lesson learned: The primary focus of a CPQ project needs to be the transformational impact on your business, not on nurturing and developing a CPQ vendor and their software. # 3 Industrial Manufacturer – Failing to Plan is Planning to Fail This firm ran a pilot project with a small, low-price vendor using a limited set of products in a minor division of the company. The pilot dragged on for 18 months before management pulled the plug. Ultimately, the selected configurator didn’t function nor did the integrations with their enterprise software. The organization re-scoped the project as a global solution with a heavy emphasis on thoroughly blueprinting their requirements, data needs and engagements.  Cost: 18 months of lost time 72 staff months wasted Lesson learned: Pilot projects can waste time and resources. If you're unsure of how product functionality applies to your particular needs, demand a series of demos showing solutions that are similar to your challenges and how they’d work in your business. If you’re unsure of the value of CPQ, commit to a vendor that truly understands your business and has a history of delivering successful projects.  # 4 High Tech Manufacturer – When in a Hole, Stop Digging This business created a CPQ solution by extending the configurator functionality of their legacy ERP system. The resulting process combined a series of disconnected tools in a manual workflow that used email for approvals. Rolling out a new product required arduous modeling of ERP product definitions. The user experience was terrible. To create a baseline quote, sales staff manually worked through 50+ different product parameters, many of which required pre-existing knowledge or training to set correctly. Frequently, the quotes generated by this system included expired SKUs, each of these necessitated manual troubleshooting and intervention.  Cost: Tremendous time invested to maintain the system The quoting solution was still ineffective and inaccurate. Lesson learned: To address a sales efficiency problem, focus on a CPQ solution designed to maximize the sales user experience. Can it present products in the way that a sales user and customers think of them? Does it allow you to define and govern what you want to sell so that only valid products are added to quotes? Does the solution provide automated rules-based approval steps to ensure that quotes are commercially validated before converting them to, and order? Oracle CPQ Cloud - Breakthrough Opportunity Analysis (BOA) In Conclusion Drawing the line and calling a CPQ project a failure is a difficult and painful organizational decision to make. For dozens of businesses that found themselves in this position, Oracle has helped them pick up the pieces and get back on track for a successful CPQ deployment. Based on these experiences, we have a proven methodology that delivers a clear path forward. Our preferred starting point is to organize a comprehensive two-day workshop called a Breakthrough Opportunity Analysis (BOA). The purpose of this workshop is to; Map your current processes and supporting systems Provide a holistic understanding of the business process flow Identify opportunities for improvement, and Engage all organizational functions associated with sales processes. We’ve lead 100s of these workshops to work through many different transformational challenges with other organizations. The outcome of a BOA workshop is to build a sensible, supportable business case based on industry standards, best practices and existing customer reference cases. The BOA provides a clear path forward so that picking up the pieces of a failed project can be much easier even if there are highly charged politics and emotions from the previous experience.  Let Oracle help you get back on the right CPQ track with a BOA. For More information   Read the executive paper - Financial Impact of Selecting the Wrong Configure Price Quote Solution Gartner Positions Oracle CPQ Cloud as a Leader Learn more about Oracle CPQ Cloud  

By Graham McInnes, Sr. Principal Product Manager, Oracle As a leading vendor of configure, price and quote solutions, we at Oracle see several constants in the industry. One is when starting to...

CX News & Events

Innovative B2B Marketing Strategies and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Mack Trucks Proves B2B Doesn’t Have To Be Boring With RoadLifeTV Campaign, VR by Klaudia Tirico, Demand Gen Report, 8.1.18 Mack Trucks is leveraging offerings like Oracle Marketing Cloud in its digital marketing initiatives, including Mack Trucks’ latest launch of RoadLifeTV. <<Click to Tweet. In Kenya, Virtual Tax Services Improve Compliance, Boost Revenue by Sasha Banks-Louie, Forbes, 7.31.18 Kenya Revenue Authority is on a mission to build brand love and increase Kenya’s tax compliance with Oracle CX. Learn how they’re succeeding in doing just that. <<Click to Tweet. The Future Is Now! @ Oracle Marketing Cloud by Jeff Leroux and Shastri Purushotma, B2B Signals, 7.30.18 Technology is accelerating the pace of change within modern marketing and creating profound implications for businesses, according to insights from Oracle’s Shashi Seth. <<Click to Tweet.  Industry News: B2B Firms Now Embracing AR/VR As Powerful Sales Tools by Greg Nichols, ZDNet, 7.27.18 AR and VR demonstrations are becoming an essential tool in sales, providing customers with a virtual walk-through of a product rather than numerous, disjointed calls. Blockchain To Drive $164B In Efficiencies For Retail By 2030 by Dan Alaimo, Retail Dive, 8.2.18 Retail and e-commerce industries expect to see $164 billion in business value by 2030 as a result of cost savings and efficiencies from incorporating blockchain strategies. How Legacy Systems Stifle Marketing Analytics by Ross Benes, eMarketer, 8.1.18 According to Harvard Business Review, 36 percent of marketers believe that legacy systems prevent them from implementing real-time analytics with user data. How Predictive Content Marketing Can Drive B2B Marketing ROI by Sonali Datta, MarTech Advisor, 7.31.18 By identifying specific content that delivers maximum impact throughout the buying journey, predictive content marketing can enhance the B2B customer experience. AI Investments Will Hit $323B By 2025, But Businesses Don’t Plan To Cut Jobs by Alison DeNisco Rayome, TechRepublic, 7.30.18 About 40 percent of companies plan to increase their AI investment by at least 20 percent within the next three years, despite obstacles like a lack of talent and clear goals, says KPMG.  

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Mack Trucks Proves B2B Doesn’t Have To Be Boring With RoadLifeTV Campaign, VR by...

CX News & Events

Mobile Phone Consumers Demand a Better CX and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Oracle Responsys Introduces SMS Public Aggregator Network, by The MTA News Desk, MarTech Advisor, 7.17.18 Oracle Responsys’ new SMS Public Aggregator Network (SPAN) enables customers to quickly find, order, and manage SMS services directly from the mobile aggregator of their choice. <<Click to Tweet. Gartner’s Magic Quadrant for Sales Force Automation, Gartner, 7.9.18 Learn why Oracle was named a leader in Gartner’s 2018 Magic Quadrant for Sales Force Automation. <<Click to Tweet. Fysiko Aerio Hellenic Energy Company Transforms with Oracle, 7.16.18 In this video, learn how a 160-year-old Greek company is transforming their customer experience with Oracle Service Cloud and Oracle Marketing Cloud. <<Click to Tweet.  42 Simple Rules For The Worst CX, 7.16.18 There is plenty of advice on how to deliver a great customer experience. But what if your goal is to offer bad CX? Oracle Service Cloud’s Outbound Product Management Team created a tutorial with simple rules to do just that. <<Click to Tweet.  Industry News: Can You Hear Me Now? Some Mobile Consumers Want Better CX, by P.J. Bednarski, MediaPost, 7.24.18 Mobile network customers ranked poor customer experience near the top of their list of irritants, along with price and choice, leading them to look into competing offerings. Four Predictions On How Retailing Will Evolve, by Marianne Wilson, Chain Store Age, 7.25.18 Global analytics provider Quantzig predicts that retail stores will evolve to eliminate long checkout queues, recognize customers, embrace a Millennial mentality, and more. Brands Value Quality Over Quantity When It Comes To Influencer Marketing, by Corey Brueggemeyer, Loyalty360, 7.25.18 Marketers are expanding their influencer marketing strategies, but in order for these strategies to be effective, customers must trust the influencers’ authenticity. Improving Digital Connections With Customers, With TGI Fridays CMO, by Blake Morgan, Forbes, 7.24.18 Stephanie Perdue, TGI Fridays’ CMO, offers insights to improve digital touchpoints with customers via initiatives like loyalty programs. When Should Marketers Use AR And When VR, by Barry Levine, MarTech Today, 7.24.18 When deciding between AR and VR, marketers should identify the overarching goal of their campaign and decide whether to fully suspend reality (VR), or simply add to it (AR).

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Oracle Responsys Introduces SMS Public Aggregator Network, by The MTA News Desk,...

CX News & Events

Influencers Make a Big Impact on Digital Marketing and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape.   Oracle CX in the News: Forward-Thinking B2B Marketers Partner with Influencers to Create Cross-Channel, Long-Term Campaigns by Elise Schoening, Demand Gen Report, 7.18.18 As forward-thinking B2B marketers begin partnering with influencers, Oracle’s Andrea Tucker provides insights into the impact influencers have had on Oracle’s own marketing efforts. Click to Tweet   Oracle Helps Businesses Launch Mobile Marketing Faster and Easier Oracle, 7.17.18 To help marketers quickly and easily source the best operator for maximizing the ROI of their mobile campaigns, Oracle Responsys introduced the SMS Public Aggregator Network (SPAN). SPAN makes it easier for customers to find, order, and manage SMS services directly from their aggregator of choice.  Click to Tweet   The State of Ecommerce and Prepping for Holiday 2018 by Brenna Johnson, Smarter CX, 7.12.18 Oracle is surveying digital businesses and practitioners to learn how retailers are prepping for the ultra-competitive 2018 holiday season. We’re digging into the data, and need your input in this quick and anonymous 10-click survey. Click to Tweet   The New Social Landscape by Robert Preston, Profit Magazine, Summer 2018 Oracle Marketing Cloud’s Shashi Seth shares how Oracle Infinity and Oracle CX Audience will help marketers create more personalized and profitable customer connections.  Click to Tweet   City: Access to Amazon Alexa 311 Data is Limited by Marie C. Baca, Albuquerque Journal, 6.21.18 The City of Albuquerque was the first municipality in the nation to integrate its 311 nonemergency call center with Alexa during a time when technology companies are being heavily scrutinized regarding personal data. The response has been positive. Click to Tweet   Juniper Networks Makes the Complex Simple by Graham McInnes, Oracle CX Blog, 7.18.18 Juniper Networks, an Oracle Marketing Cloud customer, implemented Oracle CPQ to give their global organization the flexibility to scale as their business transforms. Click to Tweet   Industry News: 6 Reasons Influencers Should Be Part of Your Social Strategy by Charlotte McCleary, Chief Marketer, 7.16.18 Social media influencers are well-trusted, provide value-laden content, and stretch brand awareness, making them an integral part of digital marketing initiatives.   Make Customer Experience Your Competitive Advantage with These 3 Steps by Dave Angelow, CMSWire, 7.19.18 By developing an opportunity map and a better understanding of your competitors, you can build a better customer experience that differentiates your brand.   How Restaurants Like Chick-fil-A Balance Demand for Both Service and Technology by Alicia Kelso, Forbes, 7.16.18 In the service industry, consumers expect technology-driven experiences that enable speed, but not at the expense of better service and customer experiences.   5 Ways Machine Learning Can Impact Marketing ROI by Indrajeet Deshpande, MarTech Advisor, 7.13.18 Machine learning can improve marketing campaigns through personalization, customer service and support, customer churn predictions, and customer profitability forecasts.   Augmented Reality in Retail Transforms Customer Experiences by Christine Parizo, SearchCRM, 7.13.18 VR and AR help brands remove physical limitations from the shopping experience, and brands much consider this 360-degree approach to reaching the consumer in today’s marketplace.  

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape.   Oracle CX in the News: Forward-Thinking B2B Marketers Partner with Influencers to Create Cross-Channel,...

CX News & Events

Brands Look Ahead to Holiday Sales and Other CX News You Can Use

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Worldwide Customer Service Takes Cultural Sensitivity, by Sam Del Rowe, destinationCRM, 7.1.18 Companies need a consistent strategy across geographic boundaries when offering international customer service, according to insights from Oracle’s Daniel Foppen. <<Click to Tweet. The New Normal: Real-Time Customer Insight, by Des Cahill at Forrester CX NYC “Data is the new sexy,” according to Des Cahill. His presentation at the Forrester CX NYC event explores the evolution of data, AI and Chatbots. <<Click to Tweet. Your Engagement Center Needs More Than Just Traditional CRM, by Jeff Wartgow, 6.28.18 Traditional CRM systems no longer meet the needs of today’s organizations. Oracle continues to invest in complimentary tools to set its customers apart from their competitors. Read about it, and learn why Oracle Service Cloud was recognized as a Leader in Gartner’s Magic Quadrant for the CRM Customer Engagement Center. <<Click to Tweet.  Industry News: Customer Loyalty Is Key To Driving Holiday Season Sales, by Deena M. Amato-McCoy, Chain Store Age, 7.12.18 Retailers are boosting their customer loyalty efforts by safeguarding customer information and offering personalized discounts ahead of the holiday season. Luxury Marketing For The Digital Age, by Ariella Brown, DMN, 7.11.18 Luxury marketing for today’s digital customers should focus on providing the customer with exactly what they want, regardless of price, while minimizing time and hassle. 5 Reasons Podcasting Should Be A Part Of Your Marketing Playbook, by Erika Morphy, CMSWire, 7.11.18 Companies should incorporate podcasting into their marketing strategy in order to position their brand as an authority, add a customer touchpoint and more. How Can Businesses Adapt To Meet Future Customer Service Challenges?, destinationCRM, 7.9.18 To address evolving customer service challenges, companies must understand how their customers are changing in order to prepare for the future customer journey. Linking Machine To Technician: A Journey To Improving Service Profitability, by Scott E. Day, Field Technologies Online, 6.29.18 Technicians can increase efficiency and service profitability by linking machines and technicians in a holistic way through the use of AI and a structured IoT platform.

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape. Oracle CX in the News: Worldwide Customer Service Takes Cultural Sensitivity, by Sam Del Rowe, destinationCRM,...

CX News & Events

Mobile Is Taking Over the Customer Journey - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: .@YamahaMotorUSA is using emerging technologies like #AR and #VR plus @OracleServCloud for new insights into motorcycle mechanics, @WSJ http://ora.cl/bA26z #OSvC  Click to Tweet Congratulations to @MajidAlFuttaim Communities on the successful launch of Oracle Sales, Service and Marketing Cloud solutions! #OracleCloud  #OracleCX #OracleCustomers #CXC Click to Tweet More Than 1,000 #oow18 sessions live! Explore the catalog to see which will be of the most interest to attend: http://ora.cl/h51tM Click to Tweet Find out how to improve your #CX & ensure that #customers are always at the center of your #business strategy: http://ora.cl/IO3z4 by @nathanjoynt Click to Tweet Learn how you can give #consumers the personalized, relevant, and consistent #experiences they want: http://ora.cl/S3e4c via @OracleMktgCloud Click to Tweet   Industry News: Understanding The Role Of Artificial Intelligence In The Digital Workplace – David Roe, CMSWire, 6.28.18 Recent survey results show that while employees are excited about digital opportunities in the workplace, many do not believe that their digital needs are currently being met. Shopping Via Voice Gains Momentum – Dan Alaimo, Retail Dive, 6.27.18 26 percent of smart speaker owners have made a purchase via their smart device, with household items, apparel and entertainment as the most popular purchases. Sales Intelligence 101: Demystifying The State Of B2B Buying In 2018 – Sudipto Ghosh, MarTech Series, 6.27.18 Organizations can use sales intelligence tools to support better sales motions and sales conversations, which have become key to mastering B2B buying. Mobile Is Taking Over The Customer Journey – Brian Solis, Marketing Land, 6.26.18 While mobile capabilities are important, digital strategists must also understand how preferences, expectations and intent evolve and impact user interactions. 7 Keys To Global E-Commerce Success – Vivian Wagner, CRM Buyer, 6.26.18 To expand sales globally, organizations should first work out global logistics, learn the new markets, understand taxes and fees, and focus on providing good customer service.   Innovation: New Forbes Insights Report Details Framework For Deriving Breakthrough Value From IoT – Forbes, 6.25.18 The report details how the Internet of Things is creating game-changing breakthroughs in artificial intelligence and robotics. Due to growing momentum, IoT protocol ran out of its 4.3 billion addresses and was replaced with a new protocol. How The Internet Of Things Impacts Supply Chain -  Andrew Arnold, Forbes, 6.23.18 The combination of cloud computing, analytics and hardware advancements have created a new avenue for conducting delivery and fulfillment operations, powered by the Internet of Things.   Field Service: 5 Payment Trends in Field Service Creating Opportunities for ISVs -  Jay Ablian, Devprojournal, 6.21.18 ISVs that can provide an integrated payments solution in the field service market stand to rise above the competition and offer an end-to-end solution that is certain to grow business and profits exponentially.   Customer Service: How AI and social media can improve customer service and reduce cost -Dan Patterson, Techrepublic, 6.22.18 AI and machine learning are changing a number of industries, not to mention social media. Of course social media, but social media along with customer service. Customer Service Professionals Gather In Las Vegas For CEX ... And Much More - Shep Hyken, Forbes, 6.24.18 Great customer service is no longer a differentiator. It’s expected. Check out details from customer service professionals.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: .@YamahaMotorUSA is using emerging technologies like #AR and #VR plus @OracleServCloud for new insights...

Customer Service

Your Customer Engagement Center Needs More Than Just Traditional CRM

Once upon a time, assisted service ruled the world. Customers with questions called the contact center where customer service representatives relied on CRM systems and personal experience to solve the customer’s problem. Oh how things have changed! Today’s customers have an unbridled desire for self-service across almost every industry. This is coupled with an increasing demand for ease. Consumers want to solve their problems by pressing a button. The challenge for an Engagement Center is that while customers want things easier, service requests are becoming more complex. Tried-and-true CRM systems, the mainstay of customer service for the past 30 years, no longer meet the needs of today’s organizations. The state-of-the-art Engagement Center is now a sophisticated network of highly complementary applications, designed to assist in answering even the most complex support request, regardless of what channel it arrives on. Agents change their role on a whim, from service agent, to sales rep, to consultant. All have the goal of delivering one consistent and unique customer experience. Once again, Oracle is a leader in Gartner’s Magic Quadrant for the CRM Customer Engagement Center. For decades, Oracle’s core engagement center technology has been a mainstay of the CX software industry. However, as I mentioned before, to meet the expectations of today’s customers, organizations need more than just easy access to accurate customer records and workflows. Delivering an unforgettable customer experience that differentiates a brand requires investment beyond the fundamentals. In addition to Oracle’s Engagement Center products, our team continually invests in complementary toolsets designed to keep our customers on the bleeding edge. These investments include the development of scalable Knowledge Management Systems that provide customers and agents access to easily searchable answers. Oracle offers one-of-a-kind Smart Advice Systems, like Oracle Policy Automation, to assist in the most complex tasks. Our mobile and web self-service platform can scale to support millions of sessions per month, and our co-browse functionality is an option to deliver white-glove experiences. Finally, our solution includes industry leading tools, such as Oracle Field Service Cloud, that extend service beyond an organization’s walls directly to the customer site. Many of these offerings are critical to delivering a complete service experience in today’s digital era. Today’s empowered consumers expect that if they interact with your brand–through service, sales, marketing, commerce, or field service channels–that they will have a consistent experience. As a result, all systems throughout the customer journey must integrate seamlessly. Oracle Service Cloud is one piece of that integrated, customer experience. We hope you find Gartner’s Magic Quadrant for the CRM Customer Engagement Center  enlightening. And whether you are starting on a journey to modernize your engagement center, or shoring up a well-oiled machine, keep in mind how your needs may extend beyond core CRM offerings. Oracle Service Cloud and the broader Oracle CX Suite will put these tools at your fingertips, helping you differentiate your brand with exceptional customer experiences. Gartner Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May 2018. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Once upon a time, assisted service ruled the world. Customers with questions called the contact center where customer service representatives relied on CRM systems and personal experience to solve the...

Customer Experience Strategy

Oracle and IDC Webcast - The Future of Customer Experience for Telcos

I recently participated in a webcast held in conjunction with IDC entitled, “The Future of Customer Experience for Telcos”.  Two experts in this field, Andy Hicks of IDC, and Elmar Rode, the Oracle communications industry expert for CX, joined me. The webcast followed an IDC InfoBrief, sponsored by Oracle, which looks at the future of CX. With the InfoBrief concluding that CX will become the main differentiator among Telcos - the key question addressed by the webcast is not if to invest in CX, but where to invest in CX to avoid falling behind. For those that missed it—here’s an edited transcript from the session – but you can always watch the webcast here (registration required). Neil Pridham: How is customer experience different in the telecom industry? Andy Hicks: When telcos began measuring themselves with Net Promoter Score (NPS), they discovered they were at the bottom. That was a real wake-up call, because they had traditionally focused on things that they knew how to assure, such as whether the network services were available or billing errors. They thought they were doing a good job. However, when they actually looked at the NPS rankings, they realized that there was an urgent need for improvement. They had to redefine what they meant by “customer experience”. Neil Pridham: Where should companies focus their efforts to improve NPS and subsequently, customer experience? Andy Hicks: You could pick almost any aspect of the telco organization and do something to improve customer experience. However, to achieve the greatest benefit, you should focus on business level KPIs, and make certain that everything in the organization is moving towards something that is measured on a business outcome. For example, if you want to increase the lifetime value of the customer, you need to make sure that they can easily execute transactions. That means your transactions platform has to be very easy to use and seamlessly integrated with other services. You also have to design enough additional services in order for them to have something to actually buy, such as content or a roaming package. Neil Pridham: Can you talk a little more about where CSP companies should focus their time investment to get the most out of their CX strategy? Andy Hicks: It’s all about next best investment. If customer experience is a priority, then you have to focus your new spending, your innovation spending, making sure that you get the best bang for the buck. A good example of this is customer care and retail stores. Previously, retail stores were not a focus area, and in some telcos, they were almost an embarrassment. But now, people are realizing that your NPS can be disproportionately impacted by face-to-face interactions. The retail store really is the front face of your brand. So, people are working on integrating the customer journey across channels. It’s back to omni-channel, but really includes every channel. You should be able to begin a journey on a telco’s website, and then physically complete it in-store. It’s all about identifying your top-level goals. If you want to reduce churn, then add predictive churn analytics, but you also use those analytics to identify sticking points in the customer journey. You need to examine how to improve your process—not just which customers will churn next month or in six months’ time. You need to make sure that you’re allocating money to the processes that will best improve your customer experience score, even if some other departments are getting less in terms of innovation funding than they used to. Neil Pridham: Finally, could you summarize the top three issues that telcos should focus on to improve their own customers' experiences? Andy Hicks: (Slide image to support) Define your CX KPIs clearly for the entire organization.  Set top-level customer experience goals at the company and ensure that everyone in the organization is working towards those goals. Design things from the customer's perspective. Really look at customer journeys throughout the organization, thinking about the customer's point of view. Too often people are designing based on what they can do, rather than thinking about what the customer actually requires. Future-proof your transformation. Because there will be services and use-cases that you haven’t thought of yet, you need to have a system that is integrated, digital, cloud-native, real-time, and flexible enough so that when you come up with these use cases, you can implement them without having to re-architect the whole platform. You can still check out the webcast here (registration required). And here’s a reminder of the original IDC InfoBrief, sponsored by Oracle.    

I recently participated in a webcast held in conjunction with IDC entitled, “The Future of Customer Experience for Telcos”.  Two experts in this field, Andy Hicks of IDC, and Elmar Rode, the Oracle...

CX News & Events

Great Customer Journeys Begin with the Right Tools - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: . @ESET ‏ swiftly grows pipeline with data segmentation through @OracleMktgCloud http://ora.cl/Xm6pI Click to Tweet Find out why companies on the @inc5000 named #CX as their key to #BizGrowth http://ora.cl/Dm8kf Click to Tweet .@Gartner_inc predicts that over 50% of companies will redirect investments towards #CX innovations in 2018. http://ora.cl/3FU5y Click to Tweet #ModernCX: Here's @Paul_K_Archer, @duel CEO, on unlocking #opportunities and turning #customers into super powerful sales books: http://ora.cl/lH6zu Click to Tweet Identify and rejuvenate your inactive customers. Discover how to understand & help them: http://ora.cl/3vB7H #CX #custserv Click to Tweet   Oracle Customer Experience Cloud Suite News: Oracle Provides Marketers with New Capabilities – Phillip Britt, DestinationCRM, June 2018 Print Issue MCX 2018 featured a roundup of new Oracle Marketing Cloud features in addition to Oracle’s Shashi Seth and his keynote on the changing marketing landscape.   Industry News: Customer Experience Is ‘Tipping Point’ For Choosing A Brand – Marianne Wilson, Chain Store Age, 6.20.18 According to a recent customer survey, customer experience expectations have doubled in the past two years, particularly within the United States. How A Newsletter Can Boost Your Business – Vivian Wagner, CRMBuyer, 6.20.18 Through newsletters, companies open up channels of communication, enhance customer loyalty, establish authority, build their brand and develop relationships. Great Customer Journeys Begin With The Right Tools – Douglas Eldridge, CMSWire, 6.20.18 To create performance-based, convenient, personalized and trustworthy customer experiences, firms must recognize their audience and invest in the proper technologies. The Real Differences Between B2C And B2B Marketing – Jennifer Hakim, Chief Marketer, 6.15.18 The key differences between B2C and B2B marketing include different driving factors behind campaigns, marketing investments and goals.   Innovation: AI Is A Sales Manager's Best Friend - Jim Ninivaggi, Forbes, 6.20.18 AI fills the role of “screener assistant” for sales managers-making them better at their jobs by enabling them to spend more time assessing and coaching reps who truly need help. How IoT, AI, & Blockchain will Empower Tomorrow's Autonomous Supply Chain - Mark Morley, Ebnonline, 6.18.18 IoT and AI have the potential to shift global supply chains, taken together, they have the power to completely revolutionize the process via the first truly ‘autonomous’ supply chain.   Field Service: Ask The Board: The Biggest Challenges Facing Field Service Today – Sarah Nicastro, Field Technologies Online, 6.21.18 The biggest challenges facing field service today include finding, training and retaining talent, complex technology implementation and the pressure to improve profitability.   Customer Service: Despite tech advances, great customer service is driven by human interaction - Jane Betschel, Mybusiness, 6.4.18 When it comes to providing superior customer service, if human-led digital encounters are the way forward, it is time for small and medium sized businesses beyond the advisory sector to take up the tools. Customer Service Powered by AI – CIOReview, 6.11.18 Giving machine learning algorithms access to historical customer service data will enable it to identify patterns and do the learning in a humanized way.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: . @ESET ‏ swiftly grows pipeline with data segmentation through @OracleMktgCloud http://ora.cl/Xm6pI Click...

Customer Experience Strategy

5 Ways to Make Customer Experience Your Brand

Leverage the following tips to immediately improve your CX and ensure customers are always at the center of your business strategy. When you think how consumers interact with companies today, it’s almost impossible not to consider the level of accuracy that digital has allowed companies to deliver because of what they already know about customers.  In the era of likes, tracked behaviors, targeted ads, and personalized service. Modern companies have fine-tuned engagement into a science that, when done right, can deliver tremendous returns. But what happens when that perfect service interaction is disrupted by inconsistencies by other lines of business like your marketing and advertising teams? More importantly, how do your customers feel when they’re on the receiving end of these experiences and interactions? Most digital professionals would agree that no one wants to deliver a bad customer experience. But even with so much effort being pushed into service, commerce, and marketing applications, things can still go wrong. Based on our experience working with thousands of organizations worldwide, it’s clear that even companies that are already delivering a reasonably good customer experience are looking for new ways to transform their service and marketing experience into one that’s more memorable to customers, builds loyalty, and drives revenue. Unfortunately, not all companies are there yet. Most suffer from a common disconnect between lines of business that frustrate customers to the point where they turn elsewhere for the same product or service. On an hourly basis, consumers are being tracked, monitored, and targeted by advertisements, advertorials, videos, and other content—making it clear to them just how much companies know about them. The media has also shed enormous light on how much targeting and segmentation is taking place across everything from appliance purchases to voting. But when these same consumers move from the “service step” to a different touch point, they realize that information is siloed and uncoordinated. Take for example a customer that calls into a service department about a problem with a ‘connected’ IoT product they recently purchased. The customer takes the time out of their busy schedule to explain the problem to the service department. The service department can access additional information about the product because the product is connected and is able the ascertain that a service call will be necessary. Frustrated, the customer selects an appointment time and date and hopes that once there, the technician will resolve the problem. In the days prior to the appointment the customer continues to receive marketing messages about the product, and other complimentary products as if nothing was wrong.  In an age of micro-moment targeting, why wouldn’t the customer receive a communication acknowledging the situation, assuring the customer that they will resolve their problem? Its what customers expect today. Is that your current situation? If so, consider how you can make experience part of your overall brand strategy, more specifically marketing and commerce powered service, in order to deliver on the customer experience that people both expect and deserve: 1. Connect Everything: Customers don’t care about your technology systems or how they work. They just expect that when they call a company the information they’ve provided online, in person, via chat, or on another telephone call will be available to further refine their experience with your company. Demonstrating understanding in one area, such as marketing, without connecting that understanding to commerce or service, will only lead to customer frustration. 2. Set Standards: In an age of micro-moment personalization, you should have rules in place to ensure that customers with ongoing service issues receive communications that acknowledge their current situation. 3. Have the Right Conversations: There is nothing more frustrating than calling into a company for help only to have to repeat yourself over and over again, and to be on the receiving end of communications that clearly demonstrate the left hand doesn’t know what the right hand is doing. 4. Make CX Part of Everyone’s Job: Too often, organizations get fixated on the service department as being the front line when it comes to the customer experience. But in the age of digital, each customer touch point—including marketing, loyalty, commerce, and the respective lines of business—should coordinate their piece of the customer experience to ensure maximum customer satisfaction. 5. Search for and Fix the Areas Where Customers Are Most Frustrated: Early quick wins are important to keep the momentum going. Learn how Oracle can help you make customer experience your brand.

Leverage the following tips to immediately improve your CX and ensure customers are always at the center of your business strategy. When you think how consumers interact with companies today,...

Oracle Commerce Leads Again in Gartner 2018 Magic Quadrant for Digital Commerce

Oracle Commerce Leads Again in Gartner 2018 Magic Quadrant for Digital Commerce By Katrina Gosek According to Gartner, leaders in digital commerce execute against their current vision and are well positioned for tomorrow. I couldn’t agree more! View the full report. Leaders will bring their customers a cohesive and integrated – yet highly open and extensible - customer experience (CX) platform on which to build their business. These commerce leaders must support the following standards. 1) Pervasive commerce - Commerce engagements often lead the digital customer journey and are growing at an exponential rate. Next generation providers will take an API-first approach with an open and standards-based platform of tools and technologies to support innovation in order to support the customer journey. 2) Beyond commerce – For several years, ecommerce has been much more than just a shopping cart for B2C retail. The next era requires a single platform for brands to build their B2C interactions as well as their B2B trading partners across all industries. The capabilities for a next-gen digital commerce solution include innovations such as hyper personalized marketing and recommendations, built-in A/B testing and powerful search to re-ordering and support for complex products and services. 3) Artificial Intelligence, Machine Learning Infused Commerce – AI/ML data can help online brands to provide better customer experiences and also identify insights and recommendations to business users on how to make decisions that further optimize their business. Regardless of your business operation model, the time is right to partner with the digital commerce leader. For more information, click here to view the full report to learn more.   Source: Gartner (June 2018) Gartner "Magic Quadrant for Digital Commerce", Penny Gillespie, Jason Daigler, Mike Lowndes, Christina Klock, Yanna Dharmasthira, Sandy Shen, 5 June 2018. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.    

Oracle Commerce Leads Again in Gartner 2018 Magic Quadrant for Digital Commerce By Katrina Gosek According to Gartner, leaders in digital commerce execute against their current vision and are well...

Customer Experience Technology

What is Headless Commerce?

Original post here by Gary Kirschner, Senior Director, Product Management, Oracle One of the biggest topics in digital commerce technology is using a headless architecture when developing ecommerce sites. Broadly speaking, a headless approach separates the UI layer from the underlying backend services, and connects the two through a set of web services. Contrast this with a more ‘traditional’ approach where the commerce system manages not only the services, but also the front-end UI, with technologies such as JSP pages. Benefits of headless commerce Development efficiency. UI development teams can work on changes to the UI layer, using the commerce backend as a set of services. In doing so, the UI can be updated and changed without updating and retesting all the core commerce logic and integrations. Likewise, with two separate code bases, teams have greater ability to work in parallel. Simplified integration via the UI layer. Deploying a flexible UI layer that is consuming services from backend systems allows it to pull in data and services from a range of systems. The UI layer can act as a ‘mash up’ of various sets of services to present a coherent experience to the user, essentially moving much of the integration to that layer. Add commerce into any front end or existing UI. Similar to the prior benefit, with a separate UI layer, commerce functionality can be inserted into any other system quickly and efficiently, without having to disrupt the overall approach and architecture. With the above benefits, many merchants are faced with making key decisions on their technical direction. Significant market pressure requires that teams innovate more quickly, yet this innovation must be in the context of the overall brand experience and differentiated from competitors. Will a headless approach help meet those goals? And will existing back end systems enable and simplify implementation, or be a barrier?  Beyond the broad definition provided above, there is actually a spectrum of possible approaches to running headless, and it is valuable to look at them to understand each. Types of headless commerce 1. Non-headless commerce In a non-headless approach, the UI layer and the commerce services layer are tightly connected and typically run as a single system. While this approach allows a tight integration between commerce tooling and experience management, it also means that all aspects of the commerce site are in the same system, causing inefficiencies in large development teams. Further, it does not necessarily require that services be exposed for commerce services, as they may only be accessed internally between the commerce application’s UI component and the application’s services. 2. Headless, Non-integrated There are a range of UI layer tools and platforms available to developers for building the front-end UI for a commerce application. These approaches include using a web content platform outside the commerce platform, or even developing the UI layer in house.  Without integration with the commerce platform’s tools, users have to rely on the UI layer’s tools for creating and managing the user experience for the site. If developed in house, that means there is a need to also develop tools to allow business users to manage the experience as much as possible.  Further, some UI platforms may not give you the flexibility to integrate and allow the commerce platform to influence the experience, even if the time and money is available to do the work. Whenever either of these approaches is taken, unless it is an explicit goal and extra effort is undertaken, the UI layer will not be able to be managed from the commerce application.  Page layouts, content selection, personalization, testing and more will all be driven by the UI layer, and its tools. 3. Headless, Integrated UI Tools With this approach, the UI layer is separate from the set of backend services and communication is based on web services. However, unlike the prior approach, the UI layer is still integrated with the commerce application, such that commerce application capabilities, like site design tools, personalization, A/B Testing, etc. can all be leveraged. In this approach, the UI layer can be provided as a part of the commerce application, it could be a custom developed UI solution, or it could be a platform provided by another vendor. However, the latter two approaches require extensive work to leverage all capabilities of the commerce solution. Headless commerce with Oracle Commerce Cloud Oracle Commerce Cloud gives you the flexibility to choose either of the headless flavors described above. Critical for these headless approaches is a robust set of REST web services (which helped us score very highly in the latest Gartner Magic Quadrant for digital commerce). Oracle Commerce Cloud has been designed from the bottom up to take an “API First” approach, ensuring that all functionality is available via services. This presents a very wide range of options for implementation. Out of the box, Oracle Commerce Cloud provides a storefront UI layer and application that is brandable, extensible, and fully integrated with the commerce application tool set. It is a single page application that communicates with the platform through a complete set of REST services, and allows customers or their implementation partners to use Oracle provided building blocks (“widgets”) to build up pages, or create their own widgets and place on appropriate locations on the site. In a similar manner, all the other capabilities of the Oracle Commerce Cloud solution, such as personalization, AB Testing, Recommendations, responsive site design, and content capabilities are made available through the storefront framework and tools, and provided widgets. Just as Oracle has provided a storefront application in a separate UI layer, using REST services and being tightly integrated with the Commerce Cloud tool set, an implementer can build their storefront application using the same REST APIs that Oracle uses. At a minimum level, the storefront can use these APIs only for core commerce services, such as catalog browse and search, cart, checkout, and so on. However, just as Oracle has used these APIs to leverage the commerce site design tools, so could a custom UI layer, albeit with more effort. Check out our public API documentation here. The choice is really for the merchant to make, depending on what best fits with their strategy and capabilities. Is headless commerce right for my organization? The choice to go headless, and the selected approach to headless, are not easy decisions to make. While there are benefits, such as improved independence of development teams, there are a number of challenges that customers have run into that are worth review. Headless sites typically rely on JavaScript technology for much of the site functionality. While doing so can give a great user experience, it does present challenges for search engine bots, SEO, and other web technologies. Oracle Commerce Cloud’s storefront leverages a number of different approaches to handle bot traffic such that the site’s pages are rendered correctly and indexed appropriately by external sites.  Unless significant effort is made to integrate the UI layer with the commerce platform tools, business users will end up with two systems to use, with two sets of tools, and the need to copy paste between them. Even if fully integrated, from an IT perspective, the group will need to understand, manage, and test an additional application, associated integrations, etc. for two platforms. Essentially, running a second platform is not free, either technically or from a usage perspective. If your IT capacity is not sufficient, or your business process is not flexible enough for use of two systems and tools, a non-integrated UI layer, headless approach may not be right for you. Integrating a completely separate UI layer with your backend commerce services can be more difficult than expected. While usage of standard commerce services is usually straightforward, to get the most benefit and not have business users jumping between multiple tools, you want the UI layer to leverage customer information, including commerce activity, and other commerce data, to present the best experience. That data either needs to be shared between the commerce platform and the UI platform, or query/used as needed. Either way, it is a more complex integration effort and can extend deployment times and costs. Conclusions While headless approaches for commerce sites can provide a range of benefits, these benefits do not come without costs or risks. These costs and risks should be evaluated by each individual merchant to understand which is the best approach for them. Oracle Commerce Cloud provides a unique set of capabilities that gives merchants a great deal of flexibility in choosing the approach that best meets their needs. That could be using the Commerce Cloud storefront provided by Oracle to get the benefits of a headless approach, with Oracle doing the hard work around integration, common tools, SEO, and more. Or, it could be leveraging a third-party platform or technology that utilizes Commerce Cloud’s REST framework, allowing implementers to leverage these same tools, or run in a non-integrated fashion. Watch a recording and demo about Commerce Cloud’s API and innovations for developers from the Modern Customer Experience conference. Get the latest Gartner Magic Quadrant for Digital Commerce 2018 report.

Original post here by Gary Kirschner, Senior Director, Product Management, Oracle One of the biggest topics in digital commerce technology is using a headless architecture when developing ecommerce...

CX News & Events

AI for Customer Service at the Peril of Personal Relations - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle is named a leader in the June 2018 @Gartner_Inc #MagicQuadrant for #DigitalCommerce. Download the report: http://ora.cl/Pi6TS Click to Tweet Where does your #CX stand? See what the current #customerexperience landscape looks like in the 2018 #SmarterCX Insights Report: http://ora.cl/5j2zu Click to Tweet #Albuquerque is the first city in the world to integrate with Amazon #Alexa to make service interactions with the city easier http://ora.cl/Bt6G1 #CX Click to Tweet "Inactive" customers can represent a real concern for every marketer. Here are two things you can do to further understand them: http://ora.cl/a7WH2  @OracleMktgCloud Click to Tweet A look back at highlights from the #CX Excellence awards at #ModernCX w/some of the 2018 winners: @LaurenWiedt, @ADP, @ScriptPro, @Pier1. See more highlights from this year's event: http://ora.cl/H0P4F Click to Tweet   Oracle Customer Experience Cloud Suite News: Conversational Platform-as-a-Service Company, RapportBoost.AI, Becomes Oracle PartnerNetwork Gold Level Partner- Digitaljournal, 6.13.18 RapportBoost.AI’s Conversational Platform-as-a-Service will appear on the Oracle Cloud Marketplace and currently works with Oracle Right Now Cloud Service customers to optimize their live chat communications.   Industry News: Upselling Can Help Stem Churn And Increase Retention: Study – Beth Negus Viveiros, Chief Marketer, 6.12.18 According to a new report, upselling customers within the first three months of their contract can help companies stem churn and increase retention by 30 percent. New Research: B2B Marketers Doubling Monthly Video Efforts, Usage Across Channels – Elise Schoening, Demand Gen Report, 6.12.18 Video usage in sales conversations grew from 25 percent to 37 percent in the last year as video production experienced an uptick within the B2B marketing space. Do Brands Use Email And Marketing Automation Effectively? – Editorial Staff, MarTech Series, 6.11.18 Despite the vast benefits of using marketing automation, a report finds that many marketers are not using the full capabilities of their marketing automation tools.   Innovation: Retail IoT Could Be $94 Billion Market By 2025 – Dan O’Shea, Retail Dive, 6.13.18 The worldwide market for IoT hardware for retail applications, including sensors, RFID tags, beacons and wearables, is expected to grow to more than $94 billion by 2025. IoT Is Building Higher Levels Of Customer Engagement – Forbes, 6.14.18 IoT through interconnected devices and strong data analytics makes an entirely new level of customer surprise, delight and convenience possible today, it brings relevant experiences and information to consumers, whether to facilitate the operation of smart homes or to provide relevant health and wellness data that can be shared with medical professionals.   Customer Service: Customer Service Rage: Myth or Reality? - Anand Subramaniam, Customerthink, 6.5.18 While customer service rage could be real, it could easily become myth with the right technologies and the right solution partner. AI for customer service at the peril of personal relations - Bridget Botelho, Searchcrm, 6.18 AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle is named a leader in the June 2018 @Gartner_Inc #MagicQuadrant for #DigitalCommerce. Download...

Customer Experience Strategy

3 Key Strategies to Deliver Modern Customer Experiences

“We aim to put the customer at the center of everything we do.” Apple CEO Tim Cook’s words echoed throughout the company’s 2018 Worldwide Developer’s Conference, an event touting impressive software innovations from the tech giant. It’s incredible that, despite Apple’s scale and focus on groundbreaking technologies, customer experience (CX) is the company’s principal driver. This sentiment is echoed throughout the management consulting community, where Bain & Company says, “companies are competing for customers based on the quality of the experience.” Such differentiation applies across industries, from high-touch retailers to industrial manufacturers with multi-year sales cycles. While the definition of “high quality experience” varies among disparate marketplaces, the shift towards the CX imperative spans industries. To address this, modern organizations are bringing into focus three strategies that can help them deliver differentiating experiences to their customers: customer-obsessed culture, processes that span the customer journey, and unified customer data. 1. Customer Obsession Many companies pay lip-service to the term “customer-obsession.” However, those who successfully execute on CX strategies possess a culture where customer-obsession is ingrained from front-line workers up to the C-suite. For example, Costco nurtures a customer-centric culture by taking care of employees in a manner unmatched by competing big box retailers.  They emphasize worker happiness, which in turn allows employees to focus on customers. Disney’s maniacal customer focus comes from rigorous training to help employees deliver personalized experiences to park attendees, driven by a sense of purpose to “create happiness.”  Apple allows individual contributors to share innovative ideas on how to improve retail experiences. That level of ownership allows organizations to deliver amazing CX at scale. 2.  Processes That Span the Customer Journey While most front-line employees have sound processes to help with individual customer interactions, few organizations understand when a customer is at risk of leaving for a competitor, or when they may become a brand advocate. Video: Customer Experience Journey Mapping with Oracle CX At Oracle, we help customers through Customer Experience Journey Mapping to identify these opportunities. We’ve also used this method to improve understanding of our own customer relationships when Oracle launched its Accelerated Buying Experience, a way to allow customers to purchase cloud services with the click of a button. The initiative began with analysis of customer purchase behaviors. Oracle leveraged its findings to give salespeople the ability to deliver seamless buying experiences to their customers. The scale of information required for this analysis demanded incredible competencies around customer data, which leads to the third strategy for delivering Modern CX - unified data. 3.  Unified Customer Data Disconnected experiences between online, phone, and in-person interactions lead to  frustrating buying and service experiences. The inability to factor past purchases into advertising audiences can lead customers to associate brands with annoying, irrelevant ads and spam. Lack of insight into the health of an account leaves sales professionals unprepared for prospecting calls and on-site meetings. Both B2B and B2C organizations need to understand how collecting, managing, and analyzing customer data holistically can impact customer journeys. In recent years, avenues for collecting customer data have become more sophisticated with data management platforms that blend data from partners and 3rd party sources. Data collection is only the first step towards delivering transformative customer experiences. Disparate touchpoints and siloed customer information present issues with providing the business with a 360º view of the buyer. Honing data analytics capabilities to precision can lead to personal, individualized brand customer interactions. In such an ecosystem, customer data is clean, de-duplicated, and centralized. Effectively managed data unleashes a firm’s ability to perform valuable customer analysis. The result could be as simple as showing a complete view of a client to a service agent during an inbound call, chat session, or online co-browse. It means understanding the performance of an email + display ad campaign among different target audience segments. On a strategic level, this information bubbles up to provide broad views of customer satisfaction, attrition, customer lifetime value, and persona-based profitability. Across the management chain, these insights allow executives to develop the next iteration of their company’s CX strategies. Begin Your Customer Journey with a Map Purposeful data analysis, collection and management are only a part of the Modern Customer Experience story. Top performing organizations extract value from these technical competencies with culture and processes that revolve around the customer. For many brands, a meaningful start involves Customer Experience Journey Mapping to understand risks and opportunities within each customer touch point. With the support of executives and the buy-in of practitioners, organizations can take those findings and design workflows and attitudes towards customer-centricity. With processes and culture supported by systems that provide a holistic view of the customer, organizations can make strides forward in capturing market share and heart share in a time when customer experience matters.

“We aim to put the customer at the center of everything we do.” Apple CEO Tim Cook’s words echoed throughout the company’s 2018 Worldwide Developer’s Conference, an event touting impressive software...

CX News & Events

How AI Might Create More, Not Less, Work Opportunity - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Time to transform your #lifestyle & be #innovative! @jwartgow tells you more about "organic channels" & how they can be a vision of tomorrow's @OracleServCloud: http://ora.cl/BG4b8 #CX  Click to Tweet Find out three primary benefits of adding visualizations to #CPQ to improve the selling process http://ora.cl/Lp3a0  Click to Tweet #UchidaYoko Improves User Satisfaction by Constructing IR FAQ with @OracleServCloud http://ora.cl/kX5aM #CX  Click to Tweet Take a moment to debunk some of the myths that are floating around about #OracleCPQ Cloud  http://ora.cl/Kk4im Click to Tweet What is the key for #marketers to win the trust & confidence of #sales? @Oracle's @amandajobbins on how Oracle does marketing: http://ora.cl/9vr0F Click to Tweet   Oracle Customer Experience Cloud Suite News: Seeking The Optimal Digital Channel – Christopher Hosford, B-to-B Marketer, 6.7.18 B2B marketers can use new technologies like chatbots to take advantage of the variety of lead-generation channels available today, according to Oracle’s Pierre Custeau.   Industry News: Study: Global Digital Commerce Spending On The Rise – Deena Amato-McCoy, Chain Store Age, 6.6.18 According to a recent digital commerce report, consumer spending of digital commerce will reach $14.7 trillion by 2022, up 60 percent since last year’s figures. How Thick Data Helps You Build Emotional Connections With Customers – Matt Wright, CMSWire, 6.5.18 Companies can generate “thick data” through contextual inquiries, diary studies and ethnographic research to better understand their customers’ emotional needs. How Business Leaders Can Get The Best Return On Their Tech Investments – Alison DeNisco Rayome, TechRepublic, 6.5.18 According to a report from KPMG, brands that deliver the best customer experiences achieve higher revenue growth than brands that were ranked poorly by customers. Create Compelling + Engaging Content With Influencers – Karen Koslow, Chief Marketer, 6.4.18 The keys to ensuring quality sponsored brand content include identifying the right influencers, treating the relationship like a collaboration and trusting the influencers.   Innovation: Call Center Artificial Intelligence Trends Drive Chat, Decision-Making – Don Fluckinger, SearchCRM (TechTarget), 5.1.18 As AI infiltrates call centers, the technology may help front-line agents better care for customers, who are contacting companies for service in greater numbers than ever. How AI Might Create More, Not Less, Work Opportunity – Lan Xuezhao, Forbes, 6.6.18 AI can help reduce the labor shortage in labor-heavy industries such as manufacturing and agriculture and humans will be able to focus on higher-level work that robots may not be able to do – work that requires more thinking, decision-making, or emotional intelligence.   Customer Service: Why Great Customer Service Doesn't Cut It – Adam Butler, Forbes, 5.30.18 Stop touting your “great customer service” and focus on the specifics that make your service exceptional to achieve success. The Challenge of AI Voice Assistants in Customer Service – Kaye Chapman, Customerthink, 6.7.18 Now is the time to reflect on how our businesses will handle customer-side automation coming this year, and how more organizations can handle automation-related issues generally as technology develops.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Time to transform your #lifestyle & be #innovative! @jwartgow tells you more about "organic channels" &...

Customer Experience Strategy

Winning the Consumer Goods and Retail Digital Revolution

Sunil Chhabra, VP of Industry CX Product Management for CG&R It’s no surprise the consumer goods and retail (CG&R) industry is undergoing a seismic shift as these headlines below clearly demonstrate. There’s no sign of any let-up in the pace of change. Nestle and Starbucks Agree To A $7B Distribution Deal Here’s What Toys ’R Us Store Closures Mean for Amazon, Mattel, and Others Payless to Close Up to 800 Stores in Total For CG&R brands that are struggling to compete, Oracle wants to help.  Over the past several months, Oracle has worked closely with companies and partners to dig deep into the trends and challenges facing this industry. Based on these learnings, we are now offering Cloud-based solutions to help companies: Get Smarter With Data: get better customer insights Think Different: how to flawlessly execute omni-channel direct-to-consumer (D2C), and Fulfill Perfectly: how to execute frictionless and perfect omni-channel fulfillment at scale Smart Consumer Insights The journey to a successful digital transformation starts with honing to precision the ability to acquire and harvest consumer data – transactional, behavioral, and social – from all sources.  And then, become capable to use AI to make intelligent decisions. These multidimensional insights will help CG&R companies to quickly and accurately identify consumers at their ‘moment of need’; create relevant intent and behavior driven offers, prices and messages. Marketing and sales will effectively link to improve conversion rates to generate higher revenue and improved margins with greater predictability. Oracle Consumer Markets Flawless Omni-Channel Direct to Consumer Consumers today want companies and retailers to think differently – from a "by the pallet" mentality to a 'by the each" mindset. Companies need to cultivate the ability to provide continuity and context as conversations with the consumer traverse all channels. This direct relationship with the consumer presents multiple benefits including more opportunities to upsell, cross sell, and increase brand equity by protecting margins and reducing discounts and the threat of generic brands. Perfect Omni-Channel Fulfillment Customers expect the commitment made during the purchasing process will conclude with a perfect delivery experience. CG&R companies need to also provide consistently accurate information across all channels, allowing them to flawlessly process and ship orders, bill consumers accurately, and make the experience omni-channel worthy by making it easy for consumers to cancel or return orders through any channel. Consumer Goods & Retail is a space that’s ripe for innovation due to technological, demographic and societal changes. Oracle CX can help CG&R companies be better prepared to succeed with these changes. Click here to read more about Oracle Consumer Goods and Retail solutions Read the eBook Reinventing the Customer Experience in the Era of the Connected Consumer Read this WSJ article - How Artificial Intelligence Will Make Retail More Intelligent  

Sunil Chhabra, VP of Industry CX Product Management for CG&R It’s no surprise the consumer goods and retail (CG&R) industry is undergoing a seismic shift as these headlines below clearly demonstrate....

Customer Experience Strategy

Data Centers on Wheels – Monetize the Digitization of the Automobile Industry

Murali Varmaraja, Oracle Automotive Industry Solution Lead As the digital revolution accelerates, macro technology trends like “connected…autonomous …shared…and electric” are enabling new experiences. These will disrupt and be a catalyst for significant change that will transform the automotive industry. The case for this transformation is based on changing customer expectations. The question to auto makers is “Are you ready?” Before You Know It Think about these stats. 2020 is less than two years away!  Companies are extending their range of products and services with new platforms and ecosystems where digital, AI and data will be crucial. By 2020, there will be 20.4 billion IoT devices. 70% of value for a product will come from digital sources. AI will generate $2.9 trillion in business value. There is going to be 5,200 gigabytes of data for every person on earth. Autonomous driving cars will produce 1-4 terabytes of data per car per day. By 2030, the automotive data industry will be worth half a trillion dollars. To deal with these changes, a modern car embeds more than 100 Million lines of code and a vehicle has essentially become a data center on wheels.   Automobiles will provide new customer services enabled by connectivity and data.. Passengers will be able to procure a luxury vehicle as a service, multimode mobility services, pay as you drive (PAYD) and pay how you drive (PHYD) and mileage-based auto insurance.     To win, companies should start by focusing on the irresistible customer experiences they want to provide, and work backwards towards the technology.   Oracle can help. Oracle CX for Automotive Connected Innovations The world of mobility impacts every human being on the planet. The transformations going on enabled by digital technologies are opening doors to new ways of consuming mobility and related services that simply didn’t exist even a few years ago. These transformations are also opening new monetization opportunities that didn’t exist before – opportunities that soon may exceed revenue from sales of core automobiles. We are excited to be agents helping the industry successfully adopt and manage these disruptions. Oracle is enabling OEMs and dealers to provide richer digital-enabled experiences to increase the lifetime value of their customers. Deep Customer/Vehicle Insight with IoT and Driver DNA: Acquire and leverage actionable data and create unique living profiles of prospects, owners, occupants, customer driving habits and vehicles that leverage all in-house data - including IoT and other connected vehicle data. Augment this with the industry’s most comprehensive and highest quality external data that’s based on customer intent and behaviors to secure an individualized ‘segment-of-one’ profile of buyers and users. AI-Powered Personalized Customer and Dealer Digital  Experiences: Leverage deep customer and vehicle insights to orchestrate AI-powered omnichannel innovative digital/AR/VR engagements that help you connect with your customers in unique ways.  Provide value at the right moment across marketing, sales, service, finance, loyalty, warranty, supply chain, and dealer operations to deliver hyper-personalized engagements, offers and services. Vehicle-as-a-Services offers: Create innovative bundles and offers to provide flexible consumption for vehicles, insurance, maintenance services, monitoring, partner offers, and vehicle lifecycle management services. Automate subscription billings and payments processing. To read more about the Oracle Automotive Industry Viewpoints – Click here Click to read - Toyota Selects Oracle Cloud to Analyze Ha:mo Sharing Service in Verification Project Click to read Volvo Group Logistics Services Reduces Costs with Oracle Transportation Management

Murali Varmaraja, Oracle Automotive Industry Solution Lead As the digital revolution accelerates, macro technology trends like “connected…autonomous …shared…and electric” are enabling new experiences....

Customer Experience Strategy

Customer Experience is the Last Competitive Advantage in a Mobile World

David Lorengo, CX Solutions Architect, Oracle Imagine a world where personal ownership of transportation devices is obsolete. In this world, people journey from point A to point B using the most convenient service in their moment of need with just a couple of clicks from their mobile device. The consumer gets immediate gratification based on convenience, value and personalized experience. In this world, mobile services continue to upend the transportation industry, as we know it. Different elements of this model have emerged. There’s car sharing with ZipCar and car2go. There are transportation networks such as Lyft and Uber, and bike sharing with Lime Bikes, Spin and Ofo. Soon, we will have public and private autonomous transit. Tomorrow’s consumers will see very little difference among competing services. For example, when Lyft and Uber are roughly the same price, consumers choose based on the shortest wait time and personal affinity to the brand built up through quality of their ridership experience.  The consumer’s transition from an ownership experience to a service experience has profound implications for manufacturers. The way a service provider’s fleet buyer looks at ownership is very different from how a consumer buys a vehicle today. Manufacturers are redefining who their end customers are and what they value as their own customers evolve from consumers to service providers. Automotive brands struggle today to build and maintain a direct relationship with consumers whose primary interaction is with the dealership. Manufacturers will address a shrinking market of people who prefer car ownership and grapple with being further removed from them by the service provider. Mobility’s Time is Coming Soon Traditional mobility providers (rental cars, taxi, public transit systems) also need to re-examine their value proposition and how they’ll remain relevant in a market driven by consumer experience. Uber and Lyft have changed the way consumers think about transportation because they disrupted taxi and rental car markets that weren’t focused on convenience and ubiquity. The days of waiting for a taxi, bus or train, and dealing with the rental and return processes are almost over. For service providers, providing a great customer experience will be the ultimate advantage. As mobility transitions to a commodity, a service provider’s only means of competitive advantage will be their customer experience.  Mobile consumers just want to get from A to B quickly, safely and hassle free. Today, the consumer has to evaluate each segment of the journey on its own, and piece together their own personalized journey across multiple providers. Tomorrow’s mobility leaders will be able to offer the entire set of services between point A and point B in total, giving the consumer a single experience for evaluating, purchasing, and consuming services across multiple providers. The market is still very fragmented and the opportunity for market leadership is available for the provider who is able to re-think what customers value and deliver. The service provider’s ability to master journey mapping, big data, data science, machine learning and artificial intelligence will be critical to delivering this experience.  Winning providers will understand the customer journey across channels and providers. Apps and sensors will generate detailed data about the activity on their service.  They’ll continuously and creatively combine their data with other data sources; like a consumer’s past purchase history, service performance history, real time location, weather, traffic, and service schedules. Finally, providers will need to harness machine learning and artificial intelligence to create a unique, individualized journey and offer for each consumer, at the best time. Accomplishing this presents regulatory and business model challenges. Service providers will need to develop strategic relationships with or acquire other providers.  They will need to earn the consumer’s trust to convince them to opt-in to the necessary data sharing agreements.   We are in the early stages of a mobility market that is exploding with choices for the consumer.  The service providers who are able to deliver the best end-to-end experience will be the winners.

David Lorengo, CX Solutions Architect, Oracle Imagine a world where personal ownership of transportation devices is obsolete. In this world, people journey from point A to point B using the most...

Ask the Experts

Innovation, Ideas and Service Experiences - Part 2 of an Interview with Jeff Wartgow

I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy. Here is part two of our discussion.   Jeff and I continue to talk about the ways organizations can leverage technology with their service capabilities toward creating great customer experiences. (Click here to read part 1 of our chat) A trendy concept that you’ve discussed is Automation. I’m referring to things like Virtual Assistants, Internet of Things, Augmented Reality, and AI. How far away are we from these technologies being a part of our world? What should businesses invest in? Anything that I thought was borderline science fiction two years ago seems to be ready for implementation today.  Virtual assistants and AI can make an immediate impact on an organization. I highly recommend businesses experiment with them now, as I believe they will be come as vital as voicemail in the next few years. For customers who service physical devices, IoT should change your world, presuming it hasn’t already. If you don’t have smart devices, it’s time to start building them. One day we will all be angry when the washing machine can’t fix itself. Try not to just let technology take over existing processes. Instead, ask yourself, “What have we never been able to do before?” As a millennial, I’ve had my fair share of communicating with brands. I’ve tweeted, Facebook-messaged, chatted, and even Instagram ‘Direct Messaged.’  What are the different engagement trends you see for the future? Millennials figured this all out early. The best way to receive service is not through the phone. If fact, one of our largest customers said, “our millennial customers don’t want to talk to us, and our millennial service reps don’t want to talk to them.”  This is because chat, messaging apps, and even Instagram are better forms of communication. Think about it. You have a written record. You don’t need to repeat information. You can just exchange pictures, videos, links, etc.  Why limit yourself to just voice?  Us old Gen Xers are now starting to catch on. What does the future hold? I don’t know. If you want to see the future, just look at your kids. Millennial parents…your two-year-old can use an iPad before they walk. Keep that in mind when you design your next self-service portal. Three main traditional service goals are driving service costs down, reducing service requests, and decreasing resolution times. With new solutions being deployed every day, what’s the number one issue you keep seeing in the Service world? Unfortunately, all of us in the Service world are still too often considered a cost center. Hence, the goals you mentioned.  Most service organizations I speak with know how to deliver great CX.  They know what their customers want from them. But, the challenge is finding the budget and resources to execute.  Many transformational companies are investigating ways to leverage service organizations in a different capacity. The goal is to change them from cost centers to…dare I say it…profit centers!  Oracle has been working to connect the CX dots to help make this dream a reality. You live and breathe service every day. How did you get into this space and what does service as a strategy mean to you? I’m a lifetime tech nerd.  I’ve worked in hardware, IT, professional services and now software.  I love seeing how technology can change people’s lives.  When I was offered the chance to work in service, it was so easy to get excited about the space because it touches us every day.  Right now, a guy is picking up my recycling…that’s service.  My garage just emailed me to let me know that they repaired the oil pan on our old Jeep and it’s ready for pick up…that’s service.  I might engage with 10 brands in a single day. Every one of them has an opportunity to differentiate themselves and win more of my business through a creative service strategy.  In conclusion, why is it important to have connected business solutions from a Service perspective and why now? Unless your service request is something simple like “Change my Password,” chances are your request is tied to a previous event in the customer experience.  This includes what you purchased, how you purchased, your agreed upon entitlements and your relationship with the brand.  Therefore, to solve my service request the right way, an agent must be connected to all the other business solutions as a foundational starting point.  Why now?  First, because it is now possible and cost effective. Second, because customers will not tolerate anything less. Click here to read Jeff's article "Using Connected Intelligence" from Profit Magazine.  

I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy. Here is part two of our discussion.   Jeff and I continue to talk about the ways...

Ask the Experts

Innovation, Knowledge and Organic Service Channels - an Interview with Jeff Wartgow

Part One of Two Once I’ve tasted the good life, I expect nothing less. I’m instantly attracted to irresistible experiences like a magnet. But whenever I have a terrible experience, guess what? I tell my friends. Thus, I often wonder what it would take to upgrade a business’s service experience to please me? I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy.  Jeff leads the product management team for the Oracle Service Cloud Platform. Notice his title includes ‘CX Strategy.’  The thing I learned is that it’s not just about technology.  It’s also about our changing lifestyles and innovating ways of servicing into reality. Companies that are transforming our lifestyles and the way we do business provide convenience to the end user. For example, Instacart delivers groceries to your door at the touch of our fingertips. Amazon delivers packages inside your door to prevent damage or theft. As more companies strive to create differentiated experiences that center on service, what are the critical elements to balance innovation with reality? There have been so many innovations in Service Technologies, that many of the customers I speak with are surprised about the “service dreams” they can now make a reality.  At Oracle, we have proven a vast number of service use cases can be completely automated using robotics and virtual assistants.  With such enormous potential, what is the critical element to consider?  That’s going to differ by organization, industry, and the customers they serve.  My advice is to start by mapping the customer journey, and apply innovations that deliver maximum economic impact one piece at a time. With Knowledge as the core component of Oracle’s Service solution, I like to think of Knowledge as the “brain” of Service.  It helps service people resolve requests as efficiently as possible by pulling Knowledge-related answers. But, there’s another angle to the story and that’s customers themselves. How does Knowledge benefit customers from their perspective?  How can this contribute to a brand strategy? Customers keep showing more of a preference for self-service over speaking with an agent. What better way to build a brand than by giving people what they want? By making more knowledge available through self-service channels, customer experience can soar. Giving a personal example, I taught myself how to cook almost entirely through YouTube videos. If I could do that, why couldn’t I learn to do routine maintenance on my car simply by watching instructional videos provided directly from the manufacturer? Can you describe what you mean by “organic channels” as a vision of tomorrow’s service? What does this mean and what’s needed to manage it? We hear a lot about omni channel - where we engage on the channel of our choice. An organic channel is the evolution of the omnichannel concept, where customers engage with a brand on several channels simultaneously. For example, have you ever gone to a company’s website for information and then called them?  Have you stayed on their website while speaking to their agent on the phone?  Have you started a chat with a second agent while speaking to a live agent?  The layers keep building. My personal record for interacting with one brand for a single incident is seven channels!  When we start mashing channels together, we’re creating our own customer experience.  I started on the website. My channel grows with each layer. When I log off or hang-up, the channel dies.  Hence, the organic channel. For brands, this means that you not only need to future-proof yourself against new channels, but also any infinite combination of channels a customer might create.  Automation and consistent knowledge management will certainly help in this new world. Click here to read Jeff's article "Using Connected Intelligence" from Profit Magazine.

Part One of Two Once I’ve tasted the good life, I expect nothing less. I’m instantly attracted to irresistible experiences like a magnet. But whenever I have a terrible experience, guess what? I tell...

CX News & Events

How to Provide a Seamless Service Experience - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #IoT with @OracleServCloud will help your business perform easy & predictive management of products in the field http://ora.cl/Xh2tG #OSvC Click to Tweet Join us for a live webinar with @SMAssociation on 6/27 and learn how #BusinessIntelligence is reshaping modern #sales organizations. Register now: http://ora.cl/yS7kp Click to Tweet #ModernCX 2018 was really Legendary. Details in our blog: http://ora.cl/KA60d Click to Tweet 3 #CX takeaways from the @Gartner_inc 2018 Digital #Marketing Conference, by @Oracle's @juliezisman http://ora.cl/vk4J0  via @SmarterCX Click to Tweet Planning to attend #oow18? Register Now to Save $400.Don't let time run out! Early Bird prices end August 11. http://ora.cl/P7iB0 Click to Tweet   Oracle Customer Experience Cloud Suite News: Uchida Yoko Improves User Satisfaction by Constructing IR FAQ with Oracle Cloud – Oracle The company improved CX while reducing internal workload with Oracle Service Cloud solution. Albuquerque Amazon Alexa Skill Takes Heat Off Call Center – Don Fluckinger, SearchCRM (TechTarget), 5.24.18 The City of Albuquerque is using an Amazon Alexa skill powered by Oracle Service Cloud to provide automated answers to citizens while reducing call center volume.   Industry News: Emotions Matter When It Comes To Engagement: Report – Beth Negus Viveiros, Chief Marketer, 5.30.18 According to a recent study, emotions and gut feelings can often be the deciding factor in making purchasing decisions across both B2B and B2C marketing. 6 Tips For Providing A Seamless Service Experience – Sarah Nicastro, Field Technologies Online, 5.30.18 In order to deliver seamless service, consider omnichannel communication, proactive pre-appointment communication and company-wide visibility. Unified Commerce Is Here: The Customer Experience Of The Future – Sudipto Ghosh, MarTech Series, 5.29.18 The new model for customer-centric retailing and selling goes beyond the traditional omnichannel approach and includes emerging technologies like AR, VR, AI and more. Blockchain In Retail: Building A New Level Of Consumer Trust – Vish Ganapathy, Chain Store Age, 5.25.18 As consumers want to trust their retailers, the benefits of blockchain could transform retailers’ supply chains to the advantage of brands and consumers alike.   Innovation: AI And IoT Lead The Way For Enterprise New Tech Investment In 2018 - Tony Safoian, Forbes, 5.29.18 38% of the 500 IT professionals surveyed, claimed that AI was the primary focus of emerging tech projects, with IoT and blockchain coming in at 31% and 10%, respectively. Blockchain, service-centric networking key to IoT success - Patrick Nelson, Networkworld, 5.31.18 IoT needs monetization, security, and a strong edge network. Researchers say they have the solution-Blockcloud-blockchain along with a service-name addressing system. IoT Will Have The Most Impact On Business In The Next Five Years, Survey Says - Michelle Evans, Forbes, 5.31.18 In the next five years, the cloud and Internet of Things (IoT) will be the top two technologies for planned investments.   Customer Service: Ten Tips For Honing Social Media Customer Service Skills – Don Fluckinger, SearchCRM (TechTarget), 5.24.18 To boost social media customer service efforts, organizations must explore how service can be integrated seamlessly into social media channels. Augmenting customer Service with AI - Sunil Aryan, Analyticsindiamag, 5.31.18 While the IVA/AI interface can lack empathy, tone & timber for human conversation, it makes it up by being objective, efficient and accurate.  These bots have the capability to enrich customer service experience.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #IoT with @OracleServCloud will help your business perform easy & predictive management of products in...

Customer Service

Albuquerque is a City at the Frontier of CX Innovation

When I arrived in Albuquerque, it looked like any normal city. From Sunport airport, I turned off the I-25 that cuts right through downtown and I started appreciating the adobe walls and the historical Spanish street names. Yet, I couldn’t shake the feeling something was off. And then suddenly it struck me. There was no graffiti. This was the first of many pleasant surprises I had during my visit. I could talk for hours about how nice the people are and how awesome the food is. (Fun fact: the official NM state question is “Red or Green?” when ordering your preferred chili with your food). But instead, let’s talk about the customer experience (CX). The City of Albuquerque takes tremendous pride and ownership in ensuring the best possible experience for their constituents. Brian Osterloh, Associate CIO at the City of Albuquerque, said that when he collects taxes from the people of Albuquerque, he wants to deliver back a service that’s worthy of the hard work citizens put in to earn that money. It’s refreshing to hear city officials say that providing a great customer experience is important simply because that’s their job. The City of Albuquerque takes a very technologist mindset when designing their citizen experiences. In fact, Peter Ambs, CIO of the city, proudly mentions that “in 2017 Albuquerque was voted the second most digital city in the U.S. by the Center of Digital Government, right after the city of Los Angeles." The city has been investing in establishing new lines of communication with the community, a 300Mbs fiber optic internet downtown, smart sensors all over the city, IoT-enabled sprinklers (Albuquerque lies in the Chihuahuan Desert and water is scarce), open data interfaces, and many more capabilities. All these technologies make living in the city more pleasant. It's not just technology. The city has designed their 311 Contact Center approach around the CX. In the US, 311 is the local number you can dial to contact the city for non-emergency situations. Carrie Prothero, 311 Division Manager, explained how her department is more than just a phone number people can dial. There is a full contact center behind the number, with well-designed processes, highly trained agents, and multiple contact channels. Plus, it’s deeply integrated with various city departments. Albuquerque is the first city in the world to integrate with Amazon Alexa to make service interactions with the city easier. You can now use Amazon Alexa as a channel to report issues to the 311 Contact Center, like picking up an old sofa or other large items, missed trash-pickups and graffiti removal. Check out this short video of how Amazon Alexa works in Albuquerque. Albuquerque recognized that certain segments of their constituents could benefit a lot from this new mode of interaction. For example, the visually impaired or older generations that may not be familiar with apps and mobile phones might find it easier to interact with Alexa. Often when constituents report new graffiti, whether by phone, email, chat or by talking to Amazon Alexa, it is removed within the hour. It’s a well executed process and the removal team takes pride doing their part in keeping the city devoid of graffiti. Or as the heavily tattooed graffiti removal team member said: “Dude. This city is clean bro.” Check out the full video in which the city officials explain their approach to providing great customer experience. Let us know your thoughts and leave a comment! How does your city approach innovation? What can organizations from other industries learn from Albuquerque?  

When I arrived in Albuquerque, it looked like any normal city. From Sunport airport, I turned off the I-25 that cuts right through downtown and I started appreciating the adobe walls and...

CX News & Events

How AI Is Helping Improve Employee Experiences - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Hear how @LinkedIn innovated w/ @OracleServCloud to monitor and log network performance for their global #cctr http://ora.cl/vM15a #custserv #CX Click to Tweet Is your #customerexperience the best it can be? Find out where your #CX scores against hundreds of CX professionals with our 2-minute assessment: http://ora.cl/oE71E Click to Tweet Check out a short introduction about a super exciting new product that has been released w/@OracleServCloud 18B #release: #VirtualAssistant http://ora.cl/N4Uh3 #OSvC Click to Tweet 4 ways #chatbots can increase engagement and improve the #CX from Oracle Marketing Cloud's @kiumarse: http://ora.cl/tp0W1 Click to Tweet #Oracle is excited to be recognized as a #leader in the #ForresterWave: Cross-Channel Campaign Management - a category that describes how we view the challenges and needs of our #B2C customers. http://ora.cl/y1xz1 Click to Tweet   Oracle Customer Experience Cloud Suite News: TechBytes With Jeri Kelley, Sr. Product Strategist, Oracle Commerce Cloud – Sudipto Ghosh, MarTech Series, 5.24.18 Oracle’s Jeri Kelley provides commentary on ways B2B sellers can better leverage technology and create results-oriented product maps for their customers.   Industry News: Create Great Customer Experiences By Embracing Human Insights – Chris Hicken, MediaPost, 5.24.18 Three key best practices to creating great customer experiences include embracing the human element, democratizing CX research and understanding the customer journey. Study: Consumers Wary About Facial Recognition – Deena M. Amato-McCoy, Chain Store Age, 5.22.18 Retailers must embrace an omnichannel approach to customer experience above all else before adopting tech trends customers tend to be wary of, like facial recognition. Effective Customer Engagement Requires Collaboration – Robin Gareiss, No Jitter, 5.22.18 Collaboration applications not only help employees communicate and solve problems, but they also enhance customer engagement and help derive value for customers. Understanding The Six Pillars Of Digital Transformation Beyond Tech – Daniel Newman, Forbes, 5.21.18 While digital transformation is driven by technology, businesses need to incorporate experiences, people, change, innovation, leadership and culture to be truly successful. 3 Challenges With Big Data For Marketers – Chitra Iyer, MarTech Advisor, 5.21.18 Marketers using big data still experience challenges in collaborating with IT teams, integrating and translating big data points and deriving value from the data itself.   Innovation: India wants to fire up its AI industry. Catching up to China and the US will be a challenge – Cnbc, 5.11.18 An Indian government-appointed task force has released a comprehensive plan with recommendations to boost the AI sector in the country for at least the next five years-from developing AI technologies and infrastructure, to data usage and research. IoT Tech Enables Both Evolutionary and Revolutionary Change – Steve Jennis, Ioti, 5.22.18 IoT is a “technology toolkit” that can be applied to create new business value while protecting your enterprise from digital disruption. How AI Is Helping Improve Employee Experiences – David Roe, CMSWire, 5.21.18 By using AI to improve employee experiences via smarter staffing decisions, enriched meetings and more, companies are also able to improve their customers’ experiences.   Customer Service: Facebook launches new tools for Group admins, including free customer service - Sarah Perez, Techcrunch, 5.23.18 Facebook is rolling out a series of new features aimed at those who create and manage these groups, including customer support with answers and help provided by a real person, not a machine or automated responses.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Hear how @LinkedIn innovated w/ @OracleServCloud to monitor and log network performance for their global...

CPQ

CPQ Visualizations Improve the Selling Process

Graham McInnes, Senior Principle Product Manager, Oracle One of the most fundamental sales challenges is to accurately communicate complex product information to a visually-oriented audience. What’s missing is being shown what the offer actually looks like.  A CPQ product is great at helping the user navigate complex, oft-changing product configurations to find a solution that meets their needs.  If more than half of the human brain is devoted to understanding visual data, it’s no surprise that 65% of the people learn most effectively when information is presented in a visual fashion.  Therefore, if you add visuals to CPQ to take advantage of this in order to improve the sales process, how much more might you drive revenue? Researchers from the University of Minnesota found that visual aids increase persuasiveness by 43%.  If you could make your sales quotes 43% more effective, wouldn’t you do it? The obvious answer is yes.  Visualizations add value to the sales process and improve the CPQ user’s experience. There are three primary benefits of adding visualizations to CPQ. They add a ‘wow factor’ to the sales experience, improve customer engagement, and address the visual buyer. It saves quoting time by eliminating the need to engage drafting or CAD teams for drawings. Visuals confirm the accuracy of what’s being purchased, especially when fitting with existing equipment. The decision to incorporate visualizations will depend on your product and the buyer personae you're addressing. If you’re selling  products that must fit into complex physical spaces, sellers and buyers might benefit from full virtual reality modeling that creates immersive digital interaction. Less complex products, on the other hand, would benefit from simple diagrammatic representations to illustrate dimensional information. Basic types of visualization 2D- Objects are rendered visually flat using only two planes of width and height (X and Y). Two dimensional drawings are typical dimensional drafting illustrations that are used to confirm product data. Figure 1 Image Courtesy of Catalog Data Solutions 3D- Objects are rendered visually using three planes, width, height and depth (X ,Y and Z). Three dimensional imagery may include rendering an object with photographic realism, or, as a technical line drawing that can be interactively rotated on any axis in a 3D drawing program. Figure 2 Image Courtesy of Catalog Data Solutions AR - Augmented Reality is the combination of actual and computer-generated images where digital images or video are superimposed onto the real world setting to illustrate size, shape or positioning. Figure 3 Image Courtesy of Atlatl VR- Virtual Reality typically uses a stereoscopic headset to provide an immersive visual experience in which the user is projected into a computer-generated reality. How will your organization benefit from visualizations? What are the steps to make visual sales your reality? Let us help you determine the best approach for your organization. Oracle CPQ works with several visualization partners for a broad range of customer applications ranging from 2D drawings to CAD engineering documents and complex augmented reality applications. You can experience Augmented Reality now by downloading the free Oracle Partner Atlatl AR APP from iTunes on your iOS device and scanning this marker.  Click the links below to learn more information on Oracle CPQ Forrester Positions Oracle CPQ Cloud as a Leader Partner Links https://www.atlatlsoftware.com/ https://www.catalogdatasolutions.com/      

Graham McInnes, Senior Principle Product Manager, Oracle One of the most fundamental sales challenges is to accurately communicate complex product information to a visually-oriented audience. What’s...

Customer Experience Technology

Introducing Oracle CX Audience

Gabrielle Tao, VP Product Management, Oracle Marketers want to connect data and intelligence in order to provide great experiences for their customers. But, only 11% of marketers express strong confidence that they’re reaching the right audience. To make my point, let’s take an average current data eco-system.  It all too often looks like the following where each dotted line is a set of data extract, transform and load (ETL) jobs stitched together: Figure 1: A disconnected data ecosystem does not help create connected intelligence nor experiences. This eco-system approach often suffers from 4 problems; Disconnectedness, Difficulty in scaling, A rigid 3rd party data enrichment process, and, It’s too IT-centric. And as a result, the aspiration for having a single customer view remains elusive. Oracle recently introduced a new product called CX Audience that provides a solution for large-scale audience segmentation and audience analytics. This is the next step in a larger Oracle vision to realize the vision of a comprehensive data platform. CX Audience offers these 3 main benefits: Manage and enrich data: You can import all kinds of cross-channel data into CX Audience - simple or complex, online or offline. In addition, 3rd party data from Oracle Data Cloud is readily available for use. Explore and segment customers: Without needing developers to write SQL queries, a business user can use a simple drag-and-drop user interface to tap into even complex data. For example, “Give me all the customers who have purchased anything from me 3 times in the last 12 months.” Counts are provided at each step in seconds to minutes - a far cry from the hours that it usually takes to write SQLs - allowing business users to adjust audiences easily to balance reach with targeted impact. Figure 2: Find your most engaged audience across all channels. Analyze audience performance: After an audience is created but before they get included in any campaign execution, might you be curious about how the audience behaved in the past? Have they ever opened any similar emails in the past? Audience Insights within CX Audience allows you to analyze audiences on such a pre-campaign basis. Once the audiences have been published to Oracle Responsys for campaign execution purpose, the performance data from Responsys will automatically be made available within CX Audience, allowing business users to analyze the post-campaign performance. Figure 3: Explore and analyze audience behavioral data. Some use case example questions of what CX Audience can help you answer include the following. Who is your most engaged audience that you can directly market to across all interaction channels, including Web, e-mail, SMS, mobile app, and even offline? Who responded to promotions in store? You just signed up a new customer with very little info on them. How do you communicate to them beyond “Welcome?” Are my inactive customers buying similar products from my competitors? In CX Audience, marketers will find a data system that is connected (segmentation with analytics, pre-campaign with campaign and post-campaign), allows for flexible access 3rd party data readily built in, scales to handle cross-channel interactions data, and is business user-led.                          

Gabrielle Tao, VP Product Management, Oracle Marketers want to connect data and intelligence in order to provide great experiences for their customers. But, only 11% of marketers express strong...

Customer Experience Strategy

CPQ is an Auditor’s Best Friend

By Andy Pieroux, Founder and Managing Director of Walpole Partnership Ltd.   One of the reasons many companies invest in a Configure, Price and Quote (CPQ) system is to provide a robust audit trail for their pricing decisions. Let’s take a look at why, and how CPQ can help. First, apologies if you are an auditor. I’ve always been on the business side - either in sales, sales management, or as a pricing manager. I can appreciate your view may be different from the other side of the controls. Perhaps by the end of this article our points of view may become closer? If your business has the potential to get audited, I know that I can speak on your behalf to say we all just love being audited. We love the time taken away from our day jobs. We love the stress of feeling that something may be unearthed that exposes us or gets us in trouble, even if we’ve never knowingly done anything wrong. We love the thought of our practices being exposed as 'in need of improvement' and relish the chance to dig through old documents and folders to try and piece together the story of why we did what we did… especially when it was several years ago. Yes sir, bring on the audit. The reason we love it so much is that in our heart of hearts, we know audits are needed for our organization to prosper in the future. We dread the thought that our company might be caught up in a scandal like the mis-selling of pensions, or PPI (payment protection insurance), or serious accounting frauds like Enron. It was scandals like Enron in the early 2000s that gave rise to stricter audit requirements and Sarbanes-Oxley (SOX).  This set a high standard required for internal controls, and much tougher penalties for board members who fail to ensure that financial statements are accurate. The role of pricing decisions (e.g. who authorized what and when), and the accuracy of revenue reporting becomes paramount when evidencing compliance with audit arrangements such as this. At this point, a CPQ system can be the simple answer to your audit needs. All requests for discount, and the way revenue is allocated across products and services is documented. All approvals can be; attributed to an individual, time stamped, and with reasons captured at the time of approval. More importantly, the ability to show an auditor the entire history of a decision and to follow the breadcrumbs from a signed deal all the way to reported revenue at the click of a button means you have nothing to hide, and a clear understanding of the decisions. This is music to an auditor’s ears. It builds trust and confidence in the process and means any anomalies can be quickly analyzed. When you have all this information securely stored in the cloud, under controlled access to only those who need it, and a tamper-proof process, that means it is designed with integrity in mind, and makes the process of passing an audit so much easier. All the anxiety and pain mentioned above disappears. Auditors are no longer the enemy. You will find they can help advise on improvements to the rules in your system to make future audits even more enjoyable. Yes - that’s right…. I said it. Enjoyable Audits! So, CPQ is an auditor’s friend, and an auditee’s friend too. It doesn’t just apply to the big-scale audit requirements like SOX, but any organization that is auditable. Whether you’re a telecommunications company affected by IFRS 15, an organization impacted by GDPR, or any one of a thousand other guidelines, rules or quality policies that get checked - having data and decisions stored in a CPQ system will make you love audits too.    

By Andy Pieroux, Founder and Managing Director of Walpole Partnership Ltd.   One of the reasons many companies invest in a Configure, Price and Quote (CPQ) system is to provide a robust audit trail for...

CX News & Events

Modern Customer Experience 2018 was Legendary

During his keynote at Modern Customer Experience 2018, Des Cahill, Head CX Evangelist, stated that CX should stand for Continuous Experimentation. He encouraged 4,500 enthusiastic marketers, customer service, sales, and commerce professional us to try new strategies, to take risks, strive to be remarkable, and triumph through sheer determination. Casey Neistat echoed Des, challenging us to “do what you can’t,” while best-selling author Cheryl Strayed inspired us to look past our fears and be brave. “Courage isn’t success,” she reminded us, “it’s doing what’s hard regardless of the outcome.” CX professionals today face numerous challenges: the relentless rise of customer expectations, the accelerating pace of innovation, evolving regulations like GDPR, increase ROI, plus the constant pressure to raise the bar. Modern Customer Experience not only inspired attendees to become the heroes of their organization, but it armed each with the tools to do so. If you missed Carolyne-Matseshe Crawford, VP of Fan Experience at Fanatics talk about how her company’s culture pervades the entire customer experience, or how Magen Hanrahan VP of Product Marketing at Kraft Heinz is obsessed with data driven marketing tactics, give them a watch. And don’t miss Comcast’s Executive VP, Chief Customer Experience Officer, Charlie Herrin, who wants to build proactive customer experience and dialogue into Comcast’s products themselves with artificial intelligence. The Modern Customer Experience X Room showcased CX innovation, like augmented and virtual reality, artificial intelligence, and the Internet of Things. But it wasn’t all just mock-ups and demos, a Mack Truck, a Yamaha motorcycle, and an Elgin Street Sweeper were on display, showcasing how Oracle customers put innovation to use to create legendary customer experiences. Attendees were able to let off some steam during morning yoga and group runs. They relived the 90s with Weezer during CX Fest, and our Canine Heroes from Canine Therapy Corps were a highlight of everyone’s day. But don’t just take it from us. Here’s what a few of our attendees had to say about the event. “Modern Customer Experience gives me the ability to learn about new products on the horizon, discuss challenges, connect with other MCX participants, learn best practices and understand we’re not alone in our journey.” – Matt Adams, Sales Cloud Manager, ArcBest  “Modern Customer Experience really allows me to do my job more effectively. Without it, I don’t know where I would be! It’s the best conference of the year.” – Joshua Parker, Digital Marketing and Automation Manager, Rosetta Stone We’re still soaking it all in. You can watch all the highlights from Modern Customer Experience keynotes on YouTube, and peruse the event’s photo slideshow. Download the slides from your favorite session or access content from those you missed.  Don’t forget to share your images on social media, with #ModernCX and sign up for alerts when registration for Modern Customer Experience 2019 opens!

During his keynote at Modern Customer Experience 2018, Des Cahill, Head CX Evangelist, stated that CX should stand for Continuous Experimentation. He encouraged 4,500 enthusiastic marketers, customer...

CX News & Events

The Future of Customer Experience - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Bring a touch of genius to your audiences with #AI, A/B testing, & business intelligence...all built in. See a live demo from #ModernCX. http://ora.cl/7sL37 @Katrina_gosek Click to Tweet Ready to learn from #Oracle customers, leaders, and experts? Here is the #oow18 session catalog: http://ora.cl/FP3mJ Click to Tweet Find out leaders and stewards in the @OracleServCloud Community from all over  the world! http://ora.cl/1dq4C #OSvC Click to Tweet #CX leaders! Think of #CustomerExperience as a magic trick. Expert @JayBaer shares his insights and tricks of the trade after 25 years in the industry: http://ora.cl/RU3O7 #SmarterCX Click to Tweet There were over 100 nominations for the 2018 @ORCLSalesCloud & Service Execution Excellence awards at #ModernCX, but few of them were lucky winners. Here you can find the full list: http://ora.cl/aW7cd Click to Tweet   Oracle Customer Experience Cloud Suite News: The Price Of Success: MarTech Pricing Changes Under Consideration – Beth Negus Viveiros, Chief Marketer, 5.14.18 According to Oracle’s Shashi Seth, many organizations are looking toward new pricing models in light of new pressure on marketing spending and results. B2B Sellers Missing Digital Opportunities: Survey – Beth Negus Viveiros, Chief Marketer, 5.14.18 A recent study by Oracle Commerce Cloud/Mirakl reveals definite room for improvement when it comes to digital B2B e-commerce experiences. The MarTech Minute: Moat Chosen As LinkedIn Video Viewability Partner, Oracle Adds New Integrations & A Slew of Executive Moves – Robin Kurzer, MarTech Today, 5.11.18 Oracle Marketing Cloud’s integrations with 6sense, Demandbase, LookBookHQ and Mintigo helps identify high-potential buyers, drive engagement and close deals faster. ThoughtSpot Lands $145M In Funding, HubSpot Debuts Service Hub, More News – Dom Nicastro, CMSWire, 5.11.18 The latest Oracle Marketing Cloud Eloqua integrations provide sales teams with new data insights to learn, discover and engage with high-potential buyers.   Industry News: AR Still Challenging For Marketers: Survey – Patty Odell, Chief Marketer, 5.17.18 While augmented reality presents promotional benefits for marketers, many companies still struggle to measure ROI and reach audiences at scale. Big And Small Manufacturers Find Common Ground In B2B E-Commerce – Mark Brohan, Internet Retailer, 5.15.18 Manufacturers of all sizes should build B2B e-commerce sites to identify new sales channels, attract new customers, diversify sales and create broader brand recognition. 5 Ways To Create An Effective Influencer Marketing Strategy – Vandita Grover, MarTech Advisor, 5.15.18 Companies can boost their influencer marketing strategy by identifying their key audience, establishing relationships and setting specific goals. The Future Of Customer Experience: People Plus Technology – Blake Morgan, Forbes, 5.14.18 Creating good customer experiences relies on the balance between technology and people to create transformational environments rather than just transactional ones.   Innovation: AI, IoT set to revolutionise business, says Dell - Nophakhun Limsamarnphun , Nationmultimedia, 5.14.18 The next era will be facilitated by the convergence of AI, IoT, big data, real-time connectivity and new computing power leading to the transformation of economies and societies around the world. Blockchain, IoT, and 5 Other Technologies Changing Mission Critical Processes – Iotbusinessnews, 5.13.18 Find out 7 technologies — including Blockchain technology and the IoT — that are already demonstrating how they have the potential to completely overhaul existing critical processes. The future of enterprise IoT: 2 factors to watch - Jason Hiner, Zdnet, 5.6.18 Some companies have learned from multiple generations of IoT projects, and are ready to take advantage of the next big leaps ahead.   Customer Service: Don’t Let Customer Service Automation Override Customer Experience – Don Fluckinger, SearchCRM, 5.11.18 Companies that invest in customer service automation processes and workflows can save customers’ time, improve customer experiences and beat out their competition. Three customer service trends to replicate in your business this year - Gary Birdwell, Cuinsight, 5.4.18 If you’re looking to enhance your customer service offerings in 2018, you should enhance self-service, be available to chat when your customers are, be present on social media.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Bring a touch of genius to your audiences with #AI, A/B testing, & business intelligence...all built in....

Customer Experience Technology

Make AI Collaboration Your Next B2B Marketing Move

Mark Tarro, Senior Solutions Engineer, Oracle One of the first AI case studies most people are familiar with is the Gary Kasparov vs Deep Blue chess match. Kasparov, one the world’s greatest chess players, was bested by artificial intelligence in 1997 and the world began to realize it would be “impossible for humans to compete” with technology advancing, combined with humanity’s propensity for error. AI’s Migration into B2B Marketing AI has crept into everyday life in a number of ways, such Alexa and Siri.  When Spotify recommends new songs or artists to me – it has all the necessary data to make good decisions.   When two opponents engage in a chess match, the piece placement and relativity to other pieces are data points the players can utilize to make the right decisions and moves. However, AI’s slow adoption within companies is mostly due to disconnected customer data across an organization, making it hard to drive appropriate AI decisions. When marketers work with fragmented data, that limited visibility leads to broken customer journeys and experiences.   With marketing, we’re making decisions to guide our customers and prospects along a journey. These decisions include; who to include within campaigns, which way to route contacts within those campaigns, how to score contacts based on their interactions, and which product or service is best to offer. This is where aggregating and connecting data will be key as B2B marketers increase their dependence on AI. Understanding that prospects are likely to purchase based on certain attributes can help with predictive scoring. The more data you connect on the customer profile, the more likely those predictive scores will be effective. The same can be said for predictive content, segments, or any time of an AI-assisted decision your team makes. Bigger is Better To understand why a bigger pool of data is better, I started out with my typical Michael Scott quest to find someone to “explain it to me like I’m five.” What I came up with revolved around Machine Learning and pumping them full of data to learn. When I was a graduate student, I worked on a project where I manually assigned numbers to keywords from interviews and counted how many times those keywords were used. As part of the academic study, this project would show valuable learnings from the interviews. However, it was a tedious process that included hours in front of a computer screen. The propensity for human error that Kasparov mentioned is sure to have caused some imperfections in that study, in addition to the weeks it took me to complete. Had a machine been taught to work through that process, it would have done so more quickly and without error. Machines can also take it a level deeper with Deep Learning. With my example, the data was all connected and related in a straightforward way. More and more of what we’re seeing is companies collecting data from a multitude of channels, sources and devices, but not knowing what to do with it. Valuable data is often discarded when it could be connected and mined for deep insights to inform decisions. Imagine knowing that your chess opponent wearing a certain brand of watch tips their strategy and moves. This piece of seemingly unrelated and unimportant data could be most valuable when looked at in a larger pool. B2B marketers who are active in the social media space might be familiar with Latent Semantic Analysis or Natural Language Processing which look at things like sentiment and possible actions based on social posts. These technologies are examples of deep learning in action.  Where people might take months or years, AI finds connections in real time, reducing human error and identifying subtle nuances, like not letting a tweet intended for customer service slip through the cracks because you hadn’t had coffee yet. Working with Sales Predictive lead scoring can point salespeople in the right direction as they work to expand within a key account and understand whom the right contact will be to engage with next. As they email the prospect and drive them to a website utilizing AI, personalized and predictive content can be served up to enhance the experience. This experience can only be optimized based on properly connected data so the predictive scores and content are aligned with marketing efforts. Imagine trying to predict content for someone based solely on his or her job title!  You might see some success, but not as much if you were also taking into account their location, company size and any other relevant data points. As we stare down the inevitable partnership humans will have with intelligent machines, it will be key to figure out which use cases make sense for AI, and which don’t. Most times the decision will come down to having the necessary data being available and connected to be effective. Investing time and effort now into connecting data will allow you to work more harmoniously with AI solutions and apps as they hit the market. Work with your sales counterparts to vet your strategy. See where AI fits and then, integrating your strategy with AI efforts will allow you to compete with the machines instead of against them.   Read 5 Data-Driven Keys to Better B2B          

Mark Tarro, Senior Solutions Engineer, Oracle One of the first AI case studies most people are familiar with is the Gary Kasparov vs Deep Blue chess match. Kasparov, one the world’s greatest chess...

CX News & Events

Oracle Expands Marketing Cloud Integrations - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #OracleCX Cloud for #Commerce was highlighted as the most complete cloud for transforming both #B2C and B2B businesses http://ora.cl/aU6N6 Click to Tweet Join the webinar to learn how to use #AI to improve #sales productivity and conversion rates http://ora.cl/U86eC #CX Click to Tweet Watch #ModernCX 2018 keynote highlights of @shashiseth, SVP of #OMC here: http://ora.cl/JQ8E8 Click to Tweet #CX developers at @objectedge, @FishbowlE20, @TaisTech solve real-world problems at #ModernCX hackathon - find out how! http://ora.cl/pU4QY Click to Tweet Check out this new #INFOGRAPHIC filled with #CX data from Oracle’s #ModernCX conference http://ora.cl/qu3eE Click to Tweet   Oracle Customer Experience Cloud Suite News: Oracle Marketing Cloud Announces New Integrations To Streamline And Optimize Sales Process – Editorial Staff, MarTech Advisor, 5.9.18 The new integrations introduced to Oracle Marketing Cloud help deliver powerful data-driven insights to empower sales teams. Oracle Expands Marketing Cloud Integrations – Editorial Staff, DestinationCRM, 5.8.18 The latest Oracle Marketing Cloud product integrations provides sales teams with new data insights to learn, discover and engage with high-potential buyers. Oracle Bolsters Eloqua With New Platform Integrations – Natalie Gagliordi, ZDNet, 5.8.18 Oracle Marketing Cloud’s new integrations with 6sense, Demandbase, LookBookHQ and Mintigo help sales teams identify high-potential buyers and close deals faster. 5 MarTech Takeaways From Oracle Modern Customer Experience 2018 – Shashi Seth, MarTech Advisor, 5.4.18 Oracle’s Shashi Seth highlights the top martech takeaways following Oracle Modern Customer Experience 2018, noting the shift to a new normal for martech professionals. Decoding The B2B Purchasing Puzzle In 2018 – Sudipto Ghosh, MarTech Series, 5.4.18 New research led by Oracle Commerce Cloud, B2B Online, Mirakl and WBR Insights reveals top of mind considerations for decoding the current state of B2B purchasing.   Industry News: What Is Intelligent Content And How Can It Help Marketers? – Dom Nicastro, CMSWire, 5.9.18 Marketers can leverage intelligent content as an asset for their marketing efforts, as it makes content adaptable, discoverable and reconfigurable. How Marketers Struggle With Analyzing Customer Data – Ross Benes, eMarketer, 5.7.18 Marketers want more customer data, but the ability to analyze and manage that data has proven to be the biggest obstacle for marketers due to a variety of challenges. Social Proof Is The Most Important Factor In Selling – Pamela Hazelton, Practical Ecommerce, 5.7.18 Social proof, whether through celebrity endorsements, user success stories or word of mouth, is a crucial factor for an online store’s success.   Innovation: 5 Industries That Are Winning With IoT – Kayla Matthews, DMN, 5.9.18 The benefits of IoT are far reaching, especially within industries like consumer electronics, healthcare, manufacturing, transportation and construction. AI May Be Secret Weapon To Retain Sales Talent – Chris Bucholtz, CRM Buyer, 5.9.18 AI can be used to solve sales issues, including employee churn, by rewarding a company’s top employees, offering the right tools and identifying any dissatisfaction.   Customer Service: 5 Predictions on the Future of Customer Service - Mikhail Naumov, Forbes, 4.23.18 Experts predict, that by 2020, 85% of all customer service interactions will be handled without the need for a human agent: AI will automate simple tasks, agents will have more time, customers will begin outsourcing service… The Evolution Of Customer Service Metrics - Brad Birnbaum, Forbes, 5.8.18 Customer Lifetime Value is the key metric for customer experience-oriented businesses, this evolution is ongoing, and successful businesses need to master it.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #OracleCX Cloud for #Commerce was highlighted as the most complete cloud for transforming both #B2C and...

CPQ

Outstanding Oracle CPQ Customers Honored at Modern Customer Experience 2018

Chris Haussler, Senior Principal Product Manager, Oracle There were over 100 nominations for the 2018 Oracle Sales and Service Execution Excellence awards this year at the Oracle Modern Customer Experience event in Chicago. Finalists were selected for each award from a large group of highly qualified, nominated customers that included many well-known brands, public sector organizations and small innovative companies across a range of industries and geographies. The winners were announced at an invitation-only Awards Gala, on Tuesday April 10th. Two awards specifically targeted CPQ customers and one honored a customer who leverages the Oracle CX Cloud Suite, including CPQ, to facilitate legendary customer experiences. We are pleased to announce the organizations that won these awards. Direct Sales Execution Excellence Award This award recognizes customers that utilize Oracle CX to enable direct sales teams to achieve significant increases in core execution metrics, which include: Faster quote turn-around time Increased average deal size (cross-sell / upsell) Faster time-to-value with respect to new product introductions New rep ramp time Sales efficiency: increase in addressable market Improved win rate Winner: Automatic Data Processing (ADP) Automatic Data Processing Inc. (ADP) is a global business headquartered in Roseland, N.J. As one of the largest payroll outsourcing providers in the world with 58,000 employees globally, ADP was an early adopter of the cloud services operating model. It is reported that ADP provides paycheck services for one in six Americans. ADP implemented Oracle CPQ using mobile guided selling, integrated with eSignature, Contract Lifecycle Management, Deal Management providing Margin Analysis Support, back-end auto-provisioning of users via CRM and Oracle Financials integration. ADP’s results with Oracle CPQ have been spectacular. The average time to create a quote decreased from two weeks to just two hours. With 260,000 quotes created in the last 12 months, that represents a timesaving of 520,000 staff weeks over the year. They have a 100% adoption rate among their 5,800 sales users across eight core product groups spanning four divisions. Plus, for their small business market, 79% of the quotes are eSigned, thus adding even greater efficiencies to the sales process. Figure 1: Suzette Godwin Romer (center) and the ADP team share the 2018 Direct Sales Execution Excellence Award Self-Service Sales Excellence Award This award recognizes companies that utilize Oracle CX to enable their customers to transact with them in a self-service manner (not requiring assistance from an agent of the company) and demonstrates the company’s commitment to and successful deployment of Oracle CPQ. Winner: Leviton Manufacturing Leviton is the largest, privately held manufacturer of electrical wiring equipment in North America.  It serves residential, commercial and industrial customers in more than 90 countries.  Leviton eliminated multiple legacy quoting tools and streamlined manual processes with its implementation of Oracle CPQ.  This reduced quote cycle times and eliminated quote innaccuracies and order fulfillment issues among its external sales teams and distributors. While these benefits were substantial, the gains realized by individual Leviton customers are truly outstanding and worthy of this award. CPQ gives Leviton customers an easy-to-use, always-available tool that helps them find and specify the optimal lighting products for their projects.  Dynamic pricing is 100% accurate and special requests are easily shuttled to the appropriate Leviton CSR, pricing, and manufacturing teams for fast support. The result: customers prefer doing business with Leviton because the company can quickly respond to simple and custom project requests. Figure 2: Benson Wong (left) and Juby Vembenil of Leviton Manufacturing accept the 2018 Self-Service Sales Excellence Award  

Chris Haussler, Senior Principal Product Manager, Oracle There were over 100 nominations for the 2018 Oracle Sales and Service Execution Excellence awards this year at the Oracle Modern Customer...

CX News & Events

AI Can Be Harnessed To Change World of Marketing - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle Celebrates #CX Legends at #ModernCX! Congrats to our heroes! http://ora.cl/p415Z  Click to Tweet #B2B Sellers Need #Digital Boost to Meet Expectations of Modern Buyers http://ora.cl/9ll6f #CX Click to Tweet #Cloud takes everything our customers love about our most popular solutions & makes them even better. See how you can inspire #innovation & creativity http://ora.cl/7jo0Z Click to Tweet Why @MasterLockUS replaced #Salesforce with an end-to-end #OracleCX solution? Join us and you will learn: http://ora.cl/zP5IF Click to Tweet .@OracleLoyalty debuted as #Oracle’s hot new #CX product, and it’s generating a lot of buzz http://ora.cl/KM6Pw Click to Tweet   Oracle Customer Experience Cloud Suite News: AI Can Be Harnessed To Change World Of Marketing – Brian Curtis and Paul Allen, Bloomberg, 5.2.18 Oracle’s Shashi Seth offers insights into how AI is changing the world of marketing, the three new Ps of marketing and issues surrounding privacy. Interview With Shashi Seth, Sr. Vice President, Oracle Marketing Cloud – Sudipto Ghosh, MarTech Series, 4.30.18 Oracle’s Shashi Seth shares his views on this year’s Modern Customer Experience, the evolution of marketing and changes within the marketing cloud industry.   Industry News: 8 Considerations When Branding Your Chatbot – Dom Nicastro, CMSWire, 5.3.18 When rolling out a chatbot, organizations must set realistic expectations, ensure that their chatbot is consistent with branding and consider interaction and visual design. New Study Finds Content Targeting Is The Most Effective Way For Brands To Reach Consumers – Lisa Lacy, Adweek, 5.2.18 Recent research revealed that content targeting is the most effective approach for brands looking to capture the interest of their desired audiences. How Gen Z Is Driving A Cultural Shift In Retail Branding – Meredith Ferguson, Retail Dive, 5.2.18 Retail brands must embrace change and cultural shifts in order to engage Gen Z shoppers, who are increasingly demanding that brands share the same values. How To Seamlessly Augment The Retail Experience – Rohit Gupta, MarTech Today, 5.1.18 The future of in-store interactions will be enabled by emerging technologies, such as immersive AR and VR experiences and omnichannel options. The Criticality Of A Narrow Focus For Technology Implementation – Sarah Nicastro, Field Technologies Online, 4.27.18 A narrow focus is critical for the implementation of field service technologies, as it makes it easier for companies to see a return and prevents them from investing too much.   Innovation: Biz Value of AI Will Pass $1 Trillion This Year – John K. Waters, Application Development Trends, 4.30.18 According to new research from Gartner, AI business value will pass $1 trillion by 2019, driven by the need for better customer experiences and new AI products and services. Study finds AI algorithm can diagnose blindness-causing disease more accurately than doctors - Clare McGrane, Geekwire, 5.2.18 A new study on a specialized AI algorithm found that it was able to automatically diagnose a disease that causes childhood blindness more accurately than trained physicians can, a step towards automating medical tasks that are often bottle-necked by a shortage of doctors.   Field Service: Field service mobile apps offer usability, new features - Erica Mixon, Searchmobilecomputing, 5.3.18 Now, organizations in the service industry can take advantage of advanced technologies, such as augmented reality and predictive analytics, in web and mobile field service apps, said Jason Wong, research director at Gartner. WBR Announces 2018 Field Service Best-In-Class Awards Winners - Prweb, 5.2.18 Cox Communications, Porsche Cars North America, and High Wire Networks, Inc. Honored for Excellence in Service Delivery and Innovation.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle Celebrates #CX Legends at #ModernCX! Congrats to our heroes! http://ora.cl/p415Z  Click to Tweet #...

CPQ

Modern Customer Experience 2018 - Who Was that Caped CPQ Crusader?

Chris Haussler, Senior Principal Product Manager, Oracle The heart of this year’s Modern Customer Experience had to be our superhero customers. Over 4,400 CX professionals joined us in Chicago for three days of non-stop activity, listened to over 300 speakers, and attended demonstrations and practical workshops. Modern CX also featured what was likely the world’s greatest concentration of CPQ enthusiasts of all time. We kicked the conference off with CPQ Customer Advisory Board (CAB) meetings. They were a hit. We especially enjoyed the passionate stories shared by Sunny Sanyal of Hyster-Yale and Badger Meter’s Jim Reinardy inspired the rest of the room to become CPQ legends in their companies too. Our 12 dedicated breakout sessions hosted standing-room-only crowds who asked questions, snapped pictures, scribbled notes, and shared business cards. The stories shared by our customers were inspiring and we are very proud to participate in their successes.  Figure 1: A session attendee grabs a quick pic for posterity During the breakout sessions, we heard from: CDK’s Freddie Garcia shared how to prepare for a seismic shift in growth strategy, as they evolve to subscription-based business models with CPQ in the driver’s seat. ADP’s Suzette Godwin-Romer covered how her organization is using the artificial intelligence powered functionality of deal management, win optimization, and price optimization to supercharge ADP. By the way, ADP won the 2018 CX Excellence Award for Direct Sales Execution Excellence, presented during Tuesday’s exclusive evening awards gala. Power team - Todd Wallen from F5 Networks, Chris Isom from Schenck Process, and Nick Winwright of Stepstone UK, demonstrated how their organizations encourage adoption of new CPQ by sales teams. Mercury Marine’s Rob Hackbarth and Equifax’s Matt Phillips, two of the newest Oracle CPQ converts, discussed their thoughts in the Collective Learning Space–a clear-walled enclosure that encouraged curiosity, engagement, and debate. Rob, fresh off Mercury Marine’s initial roll-out of CPQ a mere 10 days prior, shared how CPQ is replacing a 4-inch technical parts catalog, making his products easier to launch, configure, and quote. CPQ sales engineer superstar Adi Kosgi presented to a packed house showing how powerful CPQ can be. His snapshots, demos, and use cases of real world customer scenarios left the crowd stunned. Eaton’s Beth Hayes and Motorola's Susan Andreeff showed how their companies leverage CPQ to build and manage customer price agreements. GE Digital’s Chad Steele, Flowserve’s Mark McGrath, and Brad Moen and Stephanie Ramberg of Wolters Kluwer Financial Services shared some real battle-tested wisdom about how they selected Oracle CPQ and the dramatic impacts it has had on their businesses. Prospective customers in particular listened with rapt attention as two panelists recalled the circuitous, and costly journey they took, before landing on Oracle CPQ. We almost started cheering in this session. Airborn Interconnect’s Rommel Bayola and Robert Kleinschmidt shared a stunning example of how they boosted organizational effectiveness by using CPQ to supercharge SFA, Commerce, and Service. Go big or go home, as they say.  Out in the exhibit area, crowds were drawn to two demos that featured compelling real-life props. Attendees got behind the wheel of a boat powered by two 350 HP Mercury Marine engines. The driver, throttle in-hand, piloted the sophisticated controls and engine monitoring that Mercury Marine sells to boat builders, watching the engines react to every movement. With that experience under his belt, the driver turned to CPQ, where he could not only configure the Mercury Marine controls and rigging for the boat he’d just driven, but outfit the next boat on his shopping list. We’d like to thank Mercury Marine and Accelalpha for sharing this unique demo. And resetting everyone’s expectations of the street sweeping business, CPQ customer Elgin / Federal Signal demonstrated how an augmented reality (AR) product model combined with IoT will change the way their field service agents will troubleshoot common repairs. Wow !    Figure 2: Rob Hackbarth (Mercury Marine) and Matt Phillips (Equifax) in the Collective Learning Space Don’t miss your chance to drive legendary customer experiences in 2019. Sign up to receive alerts when registration for Modern Customer Experience 2019 opens.      

Chris Haussler, Senior Principal Product Manager, Oracle The heart of this year’s Modern Customer Experience had to be our superhero customers. Over 4,400 CX professionals joined us in Chicago for...

CX News & Events

Oracle Loyalty Shines at Modern Customer Experience 2018

Tasnia Khan, Product Strategist, Oracle CX Thousands of customer experience professionals congregated in Chicago earlier this month for the Modern Customer Experience 2018 event. If you missed it, don’t worry – we have you covered. Oracle Loyalty debuted as Oracle’s hot new CX product, and it’s generating a lot of buzz. Loyalty is BIG. One of the most difficult challenges brands face is acquiring and retaining loyal customers because consumers are no longer brand loyal. They switch brands more than ever, remaining loyal only to their needs in the moment. On the other hand, since loyal customers tend to spend more and are more likely to recommend your brand and become brand advocates, it’s imperative to try to build emotional connections with those loyal customers.   At Modern CX 2018, attendees learned how to provide relevant, personalized, and engaging experiences at every step of the customer journey. Here’s your inside scoop on the Modern CX Loyalty sessions. Meet Oracle Loyalty Cloud We discussed how to use the cloud to provide individualized customer experiences. Built on REST interfaces, Oracle Loyalty is incredibly innovative and can easily connect with other applications. By creatively extending the solution, companies can foster a personal connection, making their customers feel comfortable opening up through digital channels, building trust, and increasing their customer lifetime value. Know Your Customer During our customer panel, we heard from Oracle Loyalty customers Southwest Airlines, Wine.com.br, and Latham Pool on how they drive meaningful engagement to beat the competition. Southwest operates according to the “Platinum Rule” – treat people the way they want to be treated. Wine.com.br likes to surprise and delight their most loyal customers with exclusive and personalized gifts. Latham Pool uses data to better understand and effectively engage with their customers. These are just a few examples of how our Oracle Loyalty customers are finding creative and inspiring ways to build unified customer experiences that foster loyalty. Customer Loyalty in the Age of AI According to Gartner, 80 percent of your future profits will come from just 20 percent of your existing customers. Successful ecommerce businesses are using AI-led experiences to foster loyalty. During this session, we discussed how conversational AI on channels like chat, text messaging, social media platforms, and voice-activated assistants like Siri, Alexa, and Google Home can help drive profits. We explored what opportunities you could have if you knew who your customer was before they even shopped with you. Imagine having the data to build a profile on your customer, providing them with the individualized experiences they are looking for when they initially interact with your brand. Seize Micro moments with Unified Commerce, Service and Loyalty When it comes to building loyalty, commerce and service are two sides of the same coin. Today's empowered customers no longer just purchase products; they buy experiences from brands they feel confident will deliver on their ongoing needs. In this session, we discussed proactive strategies that go beyond traditional customer service through opportunities like self-service, chat and voice assistance, digitizing in-store experiences, harnessing the power of social media, and building emotional connections with your customers. These unified approaches build shopper confidence and lasting loyalty. Modern Customer Experience Heroes provide seamless and unified experiences. Combined with our CX stack, Oracle Loyalty allows brands to be unforgettable. The new Loyalty solution impressed our attendees, and drove conversations around building a loyal customer base that keeps coming back for more. We know what our customers need and with the Oracle CX stack, we are uniquely positioned to provide an integrated end-to-end journey that fosters loyalty during each and every interaction with your brand. To learn more, visit https://cloud.oracle.com/loyalty-cloud. 

Tasnia Khan, Product Strategist, Oracle CX Thousands of customer experience professionals congregated in Chicago earlier this month for the Modern Customer Experience 2018 event. If you missed it,...

CX News & Events

Oracle OpenWorld Registration is Now Open - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: . @Oraclemktgcloud takes one of the top spots in #ForresterWave “Cross-Channel Campaign Management”! http://ora.cl/GU6rS #OMC Click to Tweet How #marketing technology can help you deliver seamless #CX that exceed your customer’s expectations? Join #webinar, May 03 with @TimBurge & learn: http://ora.cl/cR1i8 Click to Tweet What makes @OpenMethods technology so powerful and unique? Discover in our blog by @nathanjoynt http://ora.cl/c2W9d Click to Tweet Check out #ModernCX "How to Be Heard" keynote highlights with @CaseyNeistat, American YouTube personality, filmmaker, vlogger, and co-founder of Beme http://ora.cl/kS1H4 Click to Tweet Are you ready for Oracle OpenWorld 2018? The registration is already open, San Francisco, October 22-25, 2018 http://bit.ly/2Hx9MEc #oow18 Click to Tweet   Oracle Customer Experience Cloud Suite News: Does Marketing Automation Have A Reporting Problem? – Chitra Iyer, MarTech Advisor, 4.25.18 Oracle’s Pierre Custeau offers insight into shifting demands around marketing automation, noting the need for marketing platforms to extend reporting capabilities. Macy’s Email Campaign Nets A 6% Reactivation Rate – Dan Alaimo, Retail Dive, 4.25.18 At Modern Customer Experience 2018, Macy’s highlighted its successful email reactivation campaign, resulting in a 6 percent increase in active email subscribers.   Industry News: Ecommerce Merchants Embrace Brick-And-Mortar – Marcia Kaplan, Practical Ecommerce, 4.26.18 Online retailers are having success with physical stores and temporary pop-up locations to complement online sales while integrating digital, omni-channel applications. 4 Way AI Can Improve Your Marketing – Patty Odell, Chief Marketer, 4.25.18 AI can improve marketing communications and customer interactions by effectively guiding the buyer experience, boosting personalization and more. 5 Way Retailers Are Optimizing Foot Traffic Using Smartphones – Molly St. Louis, Adweek, 4.24.18 Retailers are tapping into the power of the smartphone to drive customers into their stores through geofencing, AR and VR, push notifications and more. 5 Ways To Build Community Around Your Brand – Vivian Wagner, CRM Buyer, 4.24.18 Online brands can build loyalty and community by focusing on the customers, inviting them on the brand’s journey and being mobile friendly.   Innovation: Artificial Intelligence Will Be Worth $1.2 Trillion To The Enterprise In 2018 – Charlie Osborne, ZDNet, 4.25.18 Gartner predicts that AI growth will be driven by organizations looking to use the technology to improve customer experiences across different industries. Blockchain could help answer one of IoT's biggest questions – Gavin Whitechurch, Internetofthingsagenda, 4.26.18 Blockchain technology can help distribute security-related decisions, allowing IoT devices themselves to play a role in detecting and reacting to network anomalies while assuring that data within the IoT network is not tampered with.   Customer Service: How AI Can Make Customer Service More Efficient - Andrew Medal, Entrepreneur, 4.25.18 Intelligence-backed digital assistants represent the change that's needed for the customer-service sector. AI programs that can filter communications and suggest appropriate responses, cutting down the time it takes for those agents to address inquiries. The Customer Service Chatbots Are Getting Smarter - Michael Belfiore, Bloomberg , 4.15.18 Amelia-a virtual, text-based customer service agent can handle thousands of requests and complaints at a time. She just needs some human guidance—for now.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: . @Oraclemktgcloud takes one of the top spots in #ForresterWave “Cross-Channel Campaign Management”! http...

Customer Success Stories

Oracle Celebrates CX Legends at Modern Customer Experience

Beth Renstrom, Product Manager, Customer Advocacy During the Modern Customer Experience 2018 event in Chicago, Oracle hosted an exclusive gala to recognize the service, sales, and CPQ leaders who are striving to meet their customers’ rising expectations. In a Blues Brothers-themed awards ceremony, Oracle raised a glass of champagne to those raising the bar with innovative and creative strategies. Congratulations to our customer experience heroes! Modern Service Transformation Award: Lane Bryant With Oracle Service, Lane Bryant transformed its contact center into a revenue-generating omnichannel experience center, delivering holistic customer-centric interactions. Contact Center Excellence Award: Pier 1 Pier 1 streamlined the agent experience with Oracle Service by putting contextual customer data at its agents’ fingertips with a unified solution.  The results of this digital transformation have been increasing their Quality Assurance scores as well as employee happiness! Digital Customer Service Excellence Award: ScriptPro With Oracle Service’s self-service capabilities, ScriptPro provides 24/7/365 customer support from any internet-accessible device, empowering globally-located customers and employees. Policy Automation Excellence Award: Caisse Nationale des Allocations Familiales (CNAF) With Oracle Policy Automation, France’s National Office for Family Allocations was able to streamline and simplify its citizen experience, on a 100% digital and personalized platform. Anytime Anywhere Sales Excellence Award: Old Dominion Freight Line Old Dominion Freight Line’s on-the-go sales reps are armed with an automated and mobile solution, Oracle CX Mobile and Oracle Sales Force Automation, allowing them to spend less time on time-consuming tasks and more time on providing an unforgettable customer experience. Direct Sales Execution Excellence Award: Automatic Data Processing Inc. (ADP) ADP, one of the largest payroll outsourcing providers, implemented Oracle Configure Price &  Quote (Oracle CPQ) and quickly saw greater sales process efficiencies such as hundreds of thousands of time savings hours. Self-Service Sales Excellence Award: Leviton Manufacturing Co., Inc. By implementing Oracle CPQ, Leviton can now provide its external sales teams, partners, distributors, and customers with a personalized, accurate, and streamlined experience on digital and mobile platforms. Oracle Marketing Cloud also recognized legendary CX customers during their 14th annual Markie celebration. Read about their accomplishments in the press release, Oracle Honors the Best of the Best Customer Experience Heroes. Hats off to all our customers who constantly strive for CX excellence.  

Beth Renstrom, Product Manager, Customer Advocacy During the Modern Customer Experience 2018 event in Chicago, Oracle hosted an exclusive gala to recognize the service, sales, and CPQ leaders who are...

CX News & Events

How to Be the Next Big Thing in Commerce – A Recap of Modern Customer Experience 2018

Modern Customer Experience connects attendees with industry and product experts to give them the information and tools they need to take their businesses to the next level. If you didn’t have an opportunity to join us in Chicago earlier this month, this blog post is for you. I’ve combined the key takeaways for commerce professionals looking to drive legendary customer experiences. Commerce Transformation Accelerates in the Cloud The conference kicked off with the Commerce General Session, illuminating commerce trends and industry innovation. Garter analyst Christina Klock emphasized the four principals required to be successful in the fourth industrial revolution: Be trustworthy Focus on outcomes Act continuously, and Be anticipatory. To execute on those principles, organizations need to rely on analytics, data, and AI engines­–the core of next generation digital experience platforms. The cloud enables AI to be deployed at scale to directly impact the customer experience click by click. Oracle CX Cloud for Commerce was highlighted as the most complete cloud for transforming both B2C and B2B businesses. The Oracle CX Cloud for Commerce elevates everything people love about our most popular solutions, while inspiring innovation and creativity. It combines experience and content management, commerce, and search into one single cloud. Alistair Galbraith, Senior Director of CX Innovation, demonstrated how business users and developers can work together to achieve transformational commerce experiences with Oracle CX Cloud for Commerce. Business users can curate engaging experiences targeted at the appropriate B2B or B2C audiences across any device. Developers use an API-first architecture to innovate and inject commerce services anywhere using IDEs and frameworks of their choice. To illustrate a B2C application, Alistair gave a live augmented-reality demo, showing how furniture could be configured and placed within a room – in this case it was onstage. Judging by the applause, this was a crowd favorite. For our B2B attendees, presenters demonstrated how Oracle CX Cloud for Commerce can optimize the entire quote-to-cash process from discovery to purchase. AI Optimizes Search and Advertising Spend The benefits of AI, more tangible than ever before, were on full display at Modern Customer Experience. Adaptive Intelligent Apps for CX now cover two additional impressive use cases for commerce and marketing professionals: Commerce Cloud search results are now personalized to drive higher conversion. By leveraging Oracle Data Cloud,  (a treasure trove of anonymized data on consumer interests,) with clickstream analysis and preferences provided directly by the shopper, AI Apps for CX can put products the shopper is most likely to buy at the top of his or her search results. Business teams that have the ability to boost or constrain - by category, product, price, inventory, and brand can supervise results. This creates a better shopping experience, drives revenue and saves time. AI now extends beyond the commerce site and marketing email experiences. Marketers can now activate lookalike audiences based on the characteristics of shoppers who are actually buying their products. This allows them to hyper target their advertising spend to audiences most likely to buy. Using the insights dashboard of AI Apps for CX, marketers see the interest profiles of their customers in real time. With the click of a button, they can create lookalike audiences in Oracle Data Cloud that can be leveraged during ad buys with hundreds of media partners. This eliminates guesswork and errors as marketers determine whom to target with their ads on third party sites. This also drives more qualified traffic to the site experience. Magical Markie Moments Modern Customer Experience is host to the highly coveted Markie Awards, now in their 12th year. These awards honor marketing and commerce heroes and their commitment to creating legendary customer experiences. Our master of ceremonies, magician Nigel Mead, handed out 23 awards with added intrigue and amazement. It was a night to remember. Congratulations to the Oracle Commerce finalists and winners for 2018! Best B2C Commerce Experience: Moleskine Best B2B Commerce Experience: Calix Best Integrated Mobile Experience: Vermont Country Store Don’t miss Oracle Modern Customer Experience 2019 and your chance to become a Commerce Hero. Sign up for alerts when 2019 registration opens.

Modern Customer Experience connects attendees with industry and product experts to give them the information and tools they need to take their businesses to the next level. If you didn’t have...

Customer Service

Get to Know: OpenMethods and How to Immediately Generate Savings from your Call Center

OpenMethods offers very compellingly, complete customer service solutions for customer support contact centers to meet and exceed their goals. They work with leading brands including Kohl's, Academy Sports, and even the IRS. Their goal with their smarter service solutions is quite simple: enable a true omnichannel customer experience so service reps can offer the best service possible. I sat down with CEO Gerrit Lydecker, during the 2018 Modern Customer Experience event to discuss his solutions in more detail: 1.    What makes your technology so powerful and unique? Gerrit: Nobody wants to buy point solutions anymore. They’re looking for omnichannel selling and servicing, and they want the latest technology in chat, virtual assistants, and AI. It doesn’t matter the phone system they use; if you have Oracle Service Cloud and Contact Center, we provide the CTI (computer telephony integration) and media bar to connect these phone systems and your CRM. The result is complete customer service solution that bolsters your investment in Service Cloud Contact Center as your CRM rather than bolting on other point offers from telephone companies. 2.    That’s great, so what are some of the results you’ve seen? Gerrit: In short, we help make call centers more efficient. We are especially proud of the average handle time savings we help businesses achieve. Depending on the business, reducing handle time can translate into significant savings. For one company we did 62 seconds of average handle time reduction. We were told for this business, every 10 seconds of handle time reduction equated to a 50-headcount reduction. So, these are unprecedented numbers. In fact, we've never deployed and got less than 30 seconds of average handle time savings. These are the hard cost-saving numbers, the real measure and value of integrating systems and data and getting the most out of Oracle Service Cloud with OpenMethods. 3.    That is very compelling. What else do you want people to know about OpenMethods? Gerrit: With the savings we help businesses generate alongside Oracle Service Cloud, sometimes we can offset the cost of licensing Service Cloud completely. So, this is a fantastic win-win for the business across the board. They solve their challenges of delivering omnichannel experiences and meet their cost-saving goals. And then they get to leverage the most advanced customer service technology with Oracle Service Cloud and take advantage of future enhancements and emerging tech. The Bottom Line Most businesses accept that labor is the highest of their total call center costs. The implications of deploying modern, smarter service technology are that you can drive improvements overall in customer service and arrest labor costs. This is important too when you consider that overall call center volume is not decreasing across the board even though other emerging digital support and self-support models are increasing. For businesses going through these continuous customer service transformations, it may be even more critical to have reps focused on leveraging innovative technology such as AI. It’s also more reason to consider OpenMethods. To learn more about OpenMethods, visit their website. Gerrit Lydecker also administers the Service Cloud user group on LinkedIn which currently has over 5,000 users. To get more information from him as well as learn best practices, please join the group. Watch a Product Demo Below Do you have an innovative app that can improve Customer Experience?  Join the Oracle Cloud Marketplace, today. Tell us about your product here.

OpenMethods offers very compellingly, complete customer service solutions for customer support contact centers to meet and exceed their goals. They work with leading brands including Kohl's, Academy...

CX News & Events

Oracle's Modern CX Conference Provides Plenty of Lessons - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Missed #FieldServiceUSA? No worries, learn ways to empower #fieldservice agents & exceed #custexpectations from our free #ebook http://ora.cl/Ia5gL Click to Tweet .@OracleLoyalty Cloud delivers highly personalized experiences to improve #custloyalty, advocacy, and value: http://ow.ly/ISnf30jsmFU @katrina_gosek  Click to Tweet #CX can be a powerful #marketing tool, helping to drive growth & bolster #customerloyalty, but #brands should embrace #digitaltransformation to gain these benefits http://ora.cl/Xq587 Click to Tweet Read how @Costco uses tools within @OracleServCloud to meet business needs http://bit.ly/2FvyNC8 #CX Click to Tweet What are the hottest #retail technologies and trends making an impact this year? Details here: http://ora.cl/OA7Zn Click to Tweet   Oracle Customer Experience Cloud Suite News: La-Z-Boy’s Sweepstakes Contest Generates A 10.14% Conversion Rate – April Berthene, Internet Retailer, 4.16.18 Oracle customer La-Z-Boy highlighted the success of their recent Design Dash campaign in driving customer leads during Oracle Modern Customer Experience 2018. Oracle Enhances Service Cloud – Beth Schultz, No Jitter, 4.16.18 Oracle’s latest CX Cloud Suite enhancements include updates to its Service Cloud, such as virtual assistants and video chat to help agents improve the customer experience. Oracle's Modern Customer Conference Provides Plenty Of Lessons – Shep Hyken, Forbes.com, 4.15.18 Oracle Modern Customer Experience 2018 featured CX lessons from Oracle’s Des Cahill and Shashi Seth as well as Comcast’s Charlie Herrin on the evolution of CX. Oracle Modern CX Recap: Experts Share How Data & Digital Transformation Are Table Stakes For Legendary Customer Experiences – Brian Anderson, Demand Gen Report, 4.13.18 Industry experts at Modern Customer Experience 2018 stressed the need for businesses to position themselves with a strong data foundation to support digital transformation. 5 Ways AI Can Do The Heavy Lifting In The Retail Customer Experience – Katrina Gosek, Retail Customer Experience, 4.13.18 Oracle’s Katrina Gosek highlights the need for retailers to keep up with customer expectations through voice and visual search, big data, AI mobile strategies and more.   Industry News: Voice Agents And Interfaces Will Require Many New Marketing Strategies – Barry Levine, MarTech Today, 4.18.18 As with every new marketing delivery system, voice-controlled intelligent agents and interfaces will require new media and marketing strategies. Physical Retail Isn’t Dead: It’s Working With Tech To Be More Human-Focused – Warwick Heathwood, Adweek, 4.18.18 Collaboration between humans and technology is imperative to the success of physical retail, as technology on its own is not able to replicate the same customer experiences. 5 Ways Augmented and Virtual Reality Are Infiltrating the Enterprise – Dom Nicastro, CMSWire, 4.18.18 AR and VR are infiltrating the areas of education, engineering and design modeling, and real-time information overlay within enterprises. Successful Retailers Make Customers ‘Fall In Love’ With Stores – Barbara Darrow, CIO, 4.17.18 Physical retail stores are evolving, using cutting-edge technology to create unique personal and social in-store customer experiences.   Innovation: Companies are migrating to the cloud for the IoT - Nicholas Shields, Businessinsider,  4.19.18 There will be more than 55 billion IoT devices by 2025, up from about 9 billion in 2017, nearly $15 trillion in aggregate IoT investment between 2017 and 2025. Are Millennials Excited Or Threatened By AI? - Andrew Arnold, Forbes, 4.18.18 In fact, 81% of millennials worry about their work duties being fully or partially taken over by AI technology, another concern is the way that AI collects, stores and uses data.   Field Service: Upcoming Tech Explosion Forces Industries to Go Big or Go Home - Ankush Tiwari, Iotjournal, 4.18.18 The IoT and AR can help field-service executives in many ways -through the use of wearables such as smart glasses, technicians can work hands-free and even work remotely with back-office experts. Virtual Reality Creates New Reality for Field Service in the Supply Chain  - Manuel Grenacher, Ebnonline, 4.19.18 A handful of VR technologies are radically changing how field service is being delivered. Supply chain organizations would be wise to evaluate these emerging VR technologies – as they have the potential to significantly streamline their work in the field, which leads to more satisfied customers.      Customer Service: 10 Highly Effective Ways To Transform Your Customer Service And Customer Experience - Micah Solomon, Forbes, 4.18.18 Micah Solomon brings 10 truly transformational steps that he often suggests to his clients (as a customer service consultant), that can make deep and lasting change for your company or organization.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Missed #FieldServiceUSA? No worries, learn ways to empower #fieldservice agents & exceed...

Customer Experience Strategy

5 Steps to GDPR Compliance - It’s Not Too Late to Prepare

Mark de Groot, Marketing Director, EMEA CX, Marketing Apps & CRM, Oracle GDPR is just around the corner, but it’s not too late to take control of your data and prepare your organization. Here are five simple steps that can help you get on the path to continuous compliance. Step 1: Don’t panic! With the deadline for GDPR closing in, it might be tempting to implement as many data protection measures as quickly as possible. While this sense of urgency is warranted, a measured and strategic approach is better. Companies first need to understand GDPR, how it applies to them, and exactly what their obligations are. This will give them a clear view of the data management and protection measures they need to address their compliance needs. Step 2: Centralize your data To better monitor their data, organizations first need to make relevant information easily accessible to all the right internal people. Years of growth and diversification may have left disjointed systems and processes, making it difficult for individual teams to understand how their data fits with data from across the organization. This makes customer information almost impossible to track in a cohesive way, which is why it’s crucial to centralize data and make sure it’s constantly updated. Step 3: Build data transparency into your organization The next step for organizations is to facilitate the exchange of information among teams. They draw on more customer data from more touch-points than ever today to help personalize products or services. But, this also means the information they collect is thinly spread across the organization.  To gain a more accurate view of their data, organizations need to integrate their systems and processes so every team has access to the data they need. Step 4: Choose consistency and simplicity over breadth With businesses collecting such large volumes of data at such a rapid rate, complexity quickly becomes the enemy of governance. Rather than opting for a breadth of technologies to manage this information, they may want to consider using a single system that extends across the organization and makes data management simple. Cloud-based applications are well suited to this end because they allow businesses to centralize both data and data-driven processes, making it easier to track where and how information is being used at all times.  Step 5: Put data protection front-of-mind for all employees New technologies can only go so far in making an organization GDPR compliant. As ever, change comes down to employees, culture and processes. Data protection must be baked into the organization’s DNA, from decisions made in the boardroom down to the way service teams interact with customers.   Much of the focus around GDPR has been on the costs that organizations will incur if their data ends up in the wrong hands.  However, it’s worth remembering that above all else, the law requires them to show they have the people, processes and technologies in place to protect their information. By following these simple steps organizations can put themselves in a better position to take control of their data.   Click here for more information on how Oracle security solutions can help support your response to GDPR.  

Mark de Groot, Marketing Director, EMEA CX, Marketing Apps & CRM, Oracle GDPR is just around the corner, but it’s not too late to take control of your data and prepare your organization. Here are...

Customer Experience Strategy

Telcos are Fixing Customer Experience While Their Customers Continue to Diversify

Andy Hicks, Research Director, EMEA Telco 2025, IDC In the research we've been doing on customer experience in telcos (including the materials we have produced for Oracle), we keep running up against a central fact: there's no such thing as "the customer." Rather, increasingly there are many types of customers, each with its own set of needs and expectations. As with many things with telcos, customer experience has historically focused on consumers. They are a big market, and until relatively recently, consumers didn't have anywhere else to go. But over-the-top providers quickly started to usurp the primary customer relationship from the telcos by providing more innovative services more cheaply. To win them back, communications SPs are improving service quality and slashing service time to market, but are also pouring money and energy into the soft side of customer experience by training customer-facing personnel, redesigning customer journeys (or, more often, consciously designing them for the first time), and implementing a better view of the customer's experience by integrating systems and improving analytics. It's understandable that the consumer market was the primary focus for so long: consumers still make up the bulk of customer relationships, and historically consumed the same handful of services. But as telcos focus more on the enterprise market as a source of higher-margin services and better competitive position against over-the-top players, they are realizing that they must design experiences for many more roles and services than they're used to. Enterprise experiences must be designed for employees in different departments, line managers, service procurement administrators, and increasingly for the enterprise's own customers in a B2B2X relationship. Moreover, all those customers expect an experience that matches the best they receive in their own lives as consumers. The reverse is true as well: in their personal lives, whenever they manage a family plan or administer their smart home remotely, consumers are performing functions that resemble enterprise functions, and that the telcos can design based on their experience with enterprise best practices. Then there's the small and medium business segment. Telcos have struggled with this area for years: taken as a whole, it's a large market, but each individual account is so low margin that it is hard to serve it efficiently. New technology may finally be the key to cracking the SMB market: automation will help telcos provide services more efficiently, and artificial intelligence will help them serve SMBs with a full set of features and capabilities without involving the contact center. And there's another new class of customers: in a sense, the Internet of Things is making all those "things" your customers as well. Of course, they won't be calling your care representatives, but they will still be interacting with your ICT infrastructure, will still be subject to SLAs, and will require segmented experiences. Your CRM systems, therefore, will increasingly have to interface with OSS and other management systems in real time. And while you're managing devices, contracts, entitlements, and accounts, you will have to prove to the humans that you have given their things the proper experience. Serving all these customers requires a telco to have systems that can not only manage the complexity, but increasingly that will use AI to find new patterns in customer behavior, whether identifying customers that are about to churn or identifying needs that can be addressed with a new feature or service. It is impossible to fully anticipate all future needs, so customer experience transformation will never truly end. Telcos should therefore create an environment that makes continuing transformation easier to achieve, supported by a truly digital, cloud-native platform. Handled well, this can enable customer experience winners to extend beyond their communications business and become heavyweight players in the broader digital marketplace. About Andy Hicks Andy Hicks is a research director in IDC's EMEA Telecommunications group. He oversees research on the services and information technology consumed by communications service providers in the region, as well as their portfolio strategies and operational models.  He increasingly writes on Digital Transformation in the telco, examining how best to change technology to improve business results.  He has also written on mobility, emerging markets telecommunications, and enterprise services.  @AndyHicks and https://www.linkedin.com/in/andyhicks  

Andy Hicks, Research Director, EMEA Telco 2025, IDC In the research we've been doing on customer experience in telcos (including the materials we have produced for Oracle), we keep running up against a...

Customer Service

Prepare for the Future of Digital Field Service

Rachel Anderson, CX Content Strategist, Oracle The greatest minds in the field service industry will gather April 17-20 in Palm Springs to discuss how to build world-class service and support operations. Field Service USA is the premier event of the year for advancing all areas of service, so there’s sure to be discussions about the latest challenges facing service leaders, as well as the opportunities presented with cutting-edge technologies. Service is the new battleground for driving sales and capturing and retaining customers.  We look forward to sharing our recommendations about how to drive lower costs and latency out of the service function, increase revenue, and deliver new contextual insights through IOT and real-time predictive analytics. With Oracle Field Service Cloud you can: Predict when a job will start and how long it will take, with 98 percent accuracy. Leverage accurate predictions to keep customers informed and improve satisfaction. Drive higher productivity, greater efficiency and cost savings thanks to optimized job assignment and intelligent routing. To learn more ways to advance your field service operations, attend the breakout session “The Future of Digital Field Service” with Oracle Senior Director of Product Management, Jeffrey Wartgow, on Thursday, April 19 at 2:50pm. This session addresses how to use next-generation technologies like the Internet of Things (IoT) to build a first-rate field service experience. Experience Oracle Field Service Cloud for yourself! Stop by our booth (#319) to talk shop with a product expert, see a live demo, enter to win a stainless steel tumbler, and if you’re feeling festive, swing by during the Wednesday, April 18 afternoon networking break (3:55pm - 4:40pm), and join us for a BuzzBar— an all-natural, alcohol infused frozen treat to beat the Palm Desert heat. We look forward to seeing you in Palm Springs!

Rachel Anderson, CX Content Strategist, Oracle The greatest minds in the field service industry will gather April 17-20 in Palm Springs to discuss how to build world-class service and support...

CX News & Events

Oracle CX Cloud Suite Brings Together the Most Comprehensive Selection of Apps - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #OracleCX Cloud Suite empowers #marketing, #commerce, #sales & #custservice to quickly and easily tap into the latest innovations http://ora.cl/Oh06Q Click to Tweet #Oracle honors the best of the best #CX heroes delivered by #marketing, #commerce, #sales and #customerservice heroes http://ora.cl/ia7T1 Click to Tweet Couldn't make it to #ModernCX? Watch #keynotes here: http://ora.cl/fG0gK #CX Click to Tweet #Oracle announced new products and solution enhancements at #ModernCX! Find details here: http://ora.cl/5j0EP Click to Tweet Discover the most powerful & scalable loyalty platform in the #cloud introduced by #Oracle http://ora.cl/pl78i Click to Tweet   Oracle Customer Experience Cloud Suite News: Taking Customer Experience To The Next Level – Candace Cui, CMSWire, 4.11.18 This year’s Oracle Modern Customer Experience featured insights from Oracle’s Des Cahill, Comcast’s Charlie Herrin, and Casey Neistat around the evolving CX ecosystem. Oracle Modern Customer Experience Day 1: Oracle Boosts AI, Adds Other Marketing Enhancements To CX Cloud Suite – Phillip Britt, destinationCRM, 4.11.18 At Modern Customer Experience, Oracle introduced enhancements to its CX Cloud Suite to help companies meet customer expectations, a critical factor in customer retention. Oracle CX Cloud Adds AI tools For B2C, B2B Customers – Don Fluckinger, SearchCRM, 4.10.18 The latest enhancements to the Oracle CX Cloud Suite will help sales, marketing, and service professionals better serve both B2C and B2B customers. Oracle Rolls Out Loyalty Cloud, Other New CX Products – Stephanie Condon, ZDNet, 4.10.18 New updates to the Oracle CX Cloud Suite include the Loyalty Cloud service and new features in Oracle Marketing Cloud, such as Oracle Infinity and Oracle CX Audience. Fanatics Uses The Cloud To Create Customized Shopper Experiences – Deena M. Amato-McCoy, Chain Store Age, 4.9.18 Fanatics is leveraging the Oracle CX Cloud Suite to modernize its call centers, transform how it engages with its customers, and create a unified, omni-channel experience.   Industry News: 5 Strategies For Navigating VR In The Enterprise – Alison DeNisco Rayome, TechRepublic, 4.12.18 Enterprises looking to implement VR should pay attention to new use cases, plan for the long term, and be aware of the challenges and limitations of VR technology. 5 Customer Experience Trends To Watch – Dom Nicastro, CMSWire, 4.11.18 As the need for delivering strong customer experiences increases, enterprises should be aware of the impact of employee experiences, the voice of the customer, and more. 3 Ways Brands Are Taking Advantage Of In-Store Tech--And How It Might Save Retail – Larry Alton, Inc., 4.10.18 Physical retail stores are taking advantage of new in-store technologies, such as digital ads, interactive displays, and augmented reality, to combat the rise of online retail. Will The Growing Reports Of Data Breaches Impact Customer Loyalty? – Editorial Staff, Loyalty360, 4.10.18 As more companies experience data breaches, brands must adapt by demonstrating transparency and fortifying their data security in order to maintain customer loyalty. What Our AI Perceptions Today Say About Our Plans For The Future – Tom Paquin, Field Technologies Online, 4.9.18 The future of AI in service is bright, as many field service managers are beginning to see the ways in which automation and AI technology can fit into their existing workflows.   Innovation: 9 Ways Artificial Intelligence Can Be Used To Bring IoT, Edge Computing To Life - Michael Novinson, Crn, 4.11.18 Some of the IT industry's leading AI experts addressed how artificial intelligence should be incorporated into conversations around the IoT. Take a look at how they are applying AR to their IoT and edge computing practices. IoTChain – All Set to Revolutionize the IoT Space in 2018 – Newsbtc, 4.9.18 With the aim to solve to the prevalent problems and challenges in the current IoT sphere, IoTChain is all set to disrupt the IoT space this year. Amazon Brings Machine Learning Smarts To Edge Computing Through AWS Greengrass – Janakiram MSV, Forbes, 4.8.18 Amazon has built a webcam called AWS DeepLens powered by AWS IoT, AWS Greengrass and AWS Lambda. Developers can train convolutional neural networks in the cloud and deploy the trained models on DeepLens to perform object detection in offline mode.   Customer Service: To Improve Customer Service Robots Enable Humans – Informationweek, 4.11.18 Machines and people will work in tandem to create a better CX than either could have accomplished alone. It is not robots vs. humans it is robots empowering humans. The Death And Rebirth Of Customer Service And The Future Of Retail - Trevor Sumner, Forbes, 4.12.18 Today we are headed for a robot-automated and impersonal shopping experience, which affects greatly the retail industry.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #OracleCX Cloud Suite empowers #marketing, #commerce, #sales & #custservice to quickly and easily tap...

Customer Experience Technology

Supercharge Your CX with Oracle Self-Service Integration Cloud Service

By Vika Mlonchina, Product Marketing Manager, Oracle As Shashi Seth, SVP, Oracle Marketing Cloud, outlined during his keynote at Modern Customer Experience 2018, everyone wants to spend less time focusing on how technologies are changing and spend more time actually using the technologies to drive better experiences. From marketing to sales to customer service, providing a great customer experience is a top priority across numerous lines of business (LOB). Users juggle more and more apps to manage their CX needs and the upkeep can be overwhelming. These users are increasingly looking to perform quick and simple self-service application integration without the need for IT involvement – a huge benefit for those who don’t have the time or resources to lean on a large IT department. One of the most exciting innovations in CX arrives just in time to address the glut of apps that need to be integrated in order to deliver a seamless CX. Oracle Self-Service Integration Cloud Service (SSI) provides the right tools for anyone who wants to connect apps across their business. For example, perhaps you are a Customer Support Representative trying to automate the deployment of survey links in order to use the results to provide a better customer experience. Or, you’re a Sales Manager who wants to feed event attendees, so you need to survey respondents into your CRM in order to better serve your specific audiences at future events. SSI has the tools to address all these needs and more. Oracle Self-Service Integration solves these business challenges by: Connecting productivity apps with enterprise apps.  Address the quick growth of social and productivity apps that need to be integrated with enterprise apps. Enabling Self-service Integration - Provide line of business (LOB) users the ability to self-serve/connect applications without coding to automate repetitive tasks. Recipe-based Integration - Make it easier to work faster and smarter with modern cloud apps with an easy to use interface, library of cloud application connectors, and ready to use recipes. SSI increases productivity by bringing together collaborative applications with traditional enterprise applications, and delivers faster integration and integration updates. There is no training required to use SSI.  Simply ‘activate’ ready-to-run recipes and customer-added events will automatically trigger the flow of integration. At the end of the day, the more seamless your experience is behind the scenes, the better it will be for your customers. To learn more, attend this webcast on April 18, 2018 at 10am PT/1pm ET to hear from Vikas Anand, Oracle Vice President of Product Management as he discusses: Integration trends such as self-service, blockchain, and artificial intelligence The solutions available in Oracle Self-Service Integration Cloud Service The journey to a frictionless enterprise Register here    

By Vika Mlonchina, Product Marketing Manager, Oracle As Shashi Seth, SVP, Oracle Marketing Cloud, outlined during his keynote at Modern Customer Experience 2018, everyone wants to spend less time...

CX News & Events

News from Day 2 of Modern CX 2018: Oracle Empowers CX Professionals to Embrace Innovation

In his keynote at Modern Customer Experience 2018, Shashi Seth, SVP, Oracle Marketing Cloud, outlined Oracle’s commitment to rapidly innovating its CX tools, products, support structure, and interactions. The goal? To allow Oracle CX customers to spend less time focusing on how technologies are changing and spend more time actually using the technology to drive unforgettable experiences. Part of this strategy relies on Oracle CX’s extensive ecosystem of partners, harnessing hundreds of trusted business apps for sales, service, marketing, and commerce into one Oracle Marketplace. Built on an open framework that connects data, apps and media, Oracle enables CX professionals to take advantage of innovative technologies to seamlessly extend Oracle CX Cloud Suite applications. With thousands of choices at their fingertips, Oracle customers can implement emerging technologies–from augmented and virtual reality to the Internet of Things and artificial intelligence–to keep up with skyrocketing customer expectations and deliver a smarter CX. Learn more about Oracle’s CX Suite partners and their unique business offerings in today’s Modern Customer Experience announcement: Customer Experience Professionals Embrace Innovation with Oracle. Follow along with Modern Customer Experience 2018 as it unfolds this week in Chicago with the hashtag #ModernCX.  

In his keynote at Modern Customer Experience 2018, Shashi Seth, SVP, Oracle Marketing Cloud, outlined Oracle’s commitment to rapidly innovating its CX tools, products, support structure, and...

CX News & Events

Oracle Announces New Products and Solution Enhancements at Modern Customer Experience 2018

As consumer expectations continue to outpace customer experiences, CX professionals are faced with the reality of trying to keep up. And while the challenges faced by marketing, commerce, customer service, and sales practitioners differ, Oracle is focused on removing the barriers that prevent organizations from creating legendary customer experiences. The latest innovations, announced today at Modern Customer Experience 2018, will help CX practitioners on their journey to delivering smarter CX. Announcing Oracle Infinity and CX Audience New data innovations across Oracle Marketing Cloud enable marketers to better pinpoint their audience and build deeper, more profitable customer relationships. By eliminating data silos and providing real-time behavioral insights, companies can craft personalized, contextual, and highly relevant customer experiences. Marketers can now capture and analyze data at scale just as quickly as customers can interact with their digital assets. Read more: New Oracle Marketing Cloud Analytics Blast through Data Silos and Enable Pinpoint Targeting Announcing Oracle Loyalty Cloud: When acquiring a new customer is seven times more expensive than keeping an existing one, Oracle Loyalty Cloud makes it easier for businesses to keep their best customers happy and influence new customer acquisition. The solution empowers organizations to engage and delight customers with personalized programs and spans every phase of the customer lifecycle while improving consumer loyalty, advocacy, and value. Read more: Oracle Makes it Easier for Brands to Keep their Best Customers Happy Oracle CX Cloud Updates: A series of new updates across the Oracle CX Cloud Suite will empower marketing, sales, commerce, and customer service professionals to craft smarter CX strategy and advance their careers. These innovations include new artificial artificial intelligence based applications, virtual assistants, and innovative search, voice, and video capabilities, to name a few. Read more: Oracle AI Powers Future of Customer Experience Management To get an inside look at Oracle’s Modern Customer Experience 2018 in Chicago, follow along with the hashtag #ModernCX  

As consumer expectations continue to outpace customer experiences, CX professionals are faced with the reality of trying to keep up. And while the challenges faced by marketing, commerce, customer...

CX News & Events

What an Impressive Lineup of Speakers Set to Take the Stage at Modern CX - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Learn about  @jaybaer journey to #tech entrepreneurship, and why he's excited for #Oracle #ModernCX: http://ora.cl/Ky7Zw via @MarTechSeries Click to Tweet Check out @MarTechSeries interview with #CX evangelist @DesCahill to discover why he's looking forward to #ModernCX: http://ora.cl/NH0Sa Click to Tweet Next week at #ModernCX @iSocialFanz will be taking over the @Oracle Instagram story. Tune in next Wednesday to see his live updates from all the action! http://ora.cl/8em57 Click to Tweet Impressive lineup of speakers set to take the stage at #ModernCX: @jaybaer, @descahill, @CherylStrayed, @CaseyNeistat & many more. You can still register:  http://ora.cl/Z7AX0 Click to Tweet Everything you need to know about #Oracle's #ModernCX event next week in Chicago: https://buff.ly/2EdWRoj #SmarterCX Click to Tweet   Oracle Customer Experience Cloud Suite News: Interview with Jay Baer, Founder, Convince & Convert – Rohan Jagan, MarTech Series, 4.4.18 Jay Baer of Convince & Convert discusses the evolution of B2B marketing and what draws him to this year’s Oracle Modern Customer Experience. Interview with Des Cahill, VP, Global Outbound Product Management, Oracle CX Cloud Suite – Rohan Jagan, MarTech Series, 4.3.18 Oracle’s Des Cahill shares his insights on Oracle’s approach to modern CX and the state of CX and B2B marketing as we head into Oracle Modern Customer Experience 2018. Five9 President, Dan Burkland, to Present at Oracle Service Cloud Keynote During Oracle Modern CX - Businesswire, 4.2.18 Dan Burkland, Five9 President, will be presenting the Oracle Service Cloud keynote with a Five9 customer, Total Wine & More during the Oracle Modern Customer Experience conference April 10-12, 2018, in Chicago, Illinois.   Industry News: 10 Killer Tips to Reach Gen Z – Patty Odell, Chief Marketer, 4.5.18 To capture the attention of Generation Z consumers, marketers must create a unique brand story, focus on authenticity, leverage new-age marketing tactics and more. Scaling Your Company to Always Serve Your Customers – Boyd Farrow, Entrepreneur, 4.5.18 According to a recent study, 54 percent of customers stop buying from companies due to poor service, yet founders of growing companies still tend to neglect their customers. Customer Experience Should Take On The 'Agility' Imperative – Paul Hagen, MediaPost, 4.5.18 As enterprises struggle with adaptability, customer experience professionals are key to driving agile, strategic initiatives in order to maintain pace with the changing market. The Next Generation of Ecommerce Management – Armando Roggio, Practical Ecommerce, 4.2.18 In order to organize and manage their ecommerce operations in 2018, organizations are emphasizing coding, customer service and the hiring of remote workers.   Innovation: Getting veteran sales force buy-in for AI CRM tools – Don Fluckinger, TechTarget, 4.3.18 To secure buy-in from their sales staff around AI CRM technologies, organizations must demonstrate traction around the use of these emerging sales technology solutions. Infographic: An Introduction to the Internet of Things – Roboticsbusinessreview, 4.2.18 The emerging industrial Internet of Things offers benefits across markets. Here’s a primer and some examples of what you need to know about IoT.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: Learn about  @jaybaer journey to #tech entrepreneurship, and why he's excited for #Oracle #ModernCX: http...

CX News & Events

Get to Know: Duel and Increasing Conversion Rate through Customer Advocacy

    As many marketers and etailers know, we have moved beyond the traditional purchase funnel. Evidence of this includes the impact of customer advocacy and social proof on conversion rates as well as the likelihood of future purchases and customer lifetime value. Duel provides visual customer testimonials and social proof for commerce sites. The Duel Visual Testimonial platform enables ecommerce brands and retailers to create an emotional, trusted connection with their customers and enriches the customer experience—boosting conversions and driving high value traffic to sell more online. Using advanced automation and machine learning, Duel engages customers post-purchase and rewards them for creating visual testimonials which are then moderated, curated, and put to work at every stage of the online customer journey. Duel recently launched its Oracle Commerce Cloud (OCC) integration which is live in the Oracle Cloud Marketplace and enables OCC customers to automatically display Duel-created visual customer testimonial galleries for individual products without having to aggregate content from social media. Read on for our Q&A with Naio Tsarouchis, the Co-Founder and CTO of Duel. Learn how visual testimonials are different from ratings and reviews, and how you can grow your business through customer advocacy marketing. If you attend next week’s Oracle Modern Customer Experience, Duel’s CEO, Paul Archer, will be leading a session called “Advocacy Could Be 2018’s Biggest Trend—Embrace It” on how you can turn your most passionate customers into an army of advocates and content creators. Don’t miss it on Thursday, April 12, 11:10-11:30am, in CX Showcase Theater A (Marketing & Commerce). 1. What does Duel do and how does Duel help retailers increase conversion rate? Duel is a Customer Advocacy Marketing Platform that allows brands and retailers to turn their customers into their most valuable marketing and sales channel. It works by acquiring visual testimonials from happy customers once they’ve received a product or service, then uses them to increase conversion rates in ecommerce, drives traffic, and supercharges marketing and advertising. Customer advocacy and testimonials on product pages and in marketing (advertising, social etc.) provide social proof, add authenticity, and create emotional connections, which drives up conversion rates by 25% as well as boosts click-through rate and sales. 2. How is Duel different from other platforms that provide ratings and reviews and/or social testimonials? Duel’s unique approach and automation technology means it’s the only platform that truly scales customer advocacy, collecting testimonials across tens of thousands of products and millions of customers. It then connects those to every product SKU across the enterprise marketing stack. This results in more than 10x the engagement achieved through conventional hashtag scrapers and social-focused user generated content tools.  It also unlocks the bonus of shoppable referrals from your most passionate customers. Ratings and reviews are much more descriptive, focus on features and what the product does (e.g. how many batteries it needs). On the contrary, Duel’s visual testimonials are all about how the product and/or service makes a customer feel and why they love it, reinforcing the positive connection with the brand. 3. How does Duel leverage machine learning and AI to make the platform more effective? We use Machine Vision for automatic moderation and keyword tagging for every submitted visual customer testimonial. First, every piece of content gets scanned and analysed whether it is safe for work (with violent and explicit content being automatically banned by Duel). Then tags are added automatically to every image, including a product SKU for an easy but advanced search. Automatic moderation saves a mountain of time if you’ve have thousands of products in your store. Same goes for the keyword tagging—our automation enables retailers to repurpose visual customer testimonials from the growing database in a new campaign swiftly. 4. How can retailers use social proof to drive sales improvements through all channels, not just online? By linking and displaying visual customer testimonials for every product in a physical store. Since Duel automatically links all customer content to a specific product SKU, it can then automatically be displayed in galleries on digital signage and screens next to products, or used in printed merchandising. 5. Ratings and reviews increase conversion and are trusted by customers because they're seen as impartial. In fact, some studies show that products with both low and high ratings are trusted more than ones with only 5 stars. Do you recommend retailers use both visual testimonials as well as ratings and reviews? Does this differ by market? Yes.  Ratings and reviews are very descriptive and provide more factual information in the same clinical style of typical shop sites and are still a vital part of the ecommerce experience. On the other hand, customer advocacy, such as visual testimonials, create an emotional connection with the brand and enrich the customer journey as a whole. Conceptually, the difference is subtle but in practice, it’s very clear. It’s always helpful to have unbiased reviews for a product or a service, but it’s also just as vital to see how a product looks and makes customers feel. A visual representation of a happy customer is far more authentic and real than a text review, which are often easily faked and hence, less trusted. In India, as one example, consumers don’t actually trust written reviews (56%) or product ratings (65%) due to a flood of disinformation and tampering of feedback by websites and sellers.  In this case, visual testimonials will be a powerful tool for Indian retailers as convincingly faking photos of multiple happy customers becomes more difficult. 6. What do you see as the biggest challenges for retailers today and how does Duel help retailers solve those? Online, brands and retailers are now competing in a perfect, uniform and commodified monster of a market where the only differentiator is price, and Amazon is eating their lunch, dinner and breakfast!   The prime challenge is differentiation with online shops. They almost all have the same indistinguishable, clinical look, providing only basic information and generic professional pictures. This results in low conversion rates - a race to the bottom of similar offerings where only price (and Amazon’s ultra fast delivery) decides. Further, it’s almost impossible to be discovered in a world in which consumers are bombarded by glossy brand broadcasts and tormented by programmatic advertising -- seeing trust in marketing at an all-time low and CPAs soaring. Duel is delivering the power of customer advocacy - automated and at scale - across thousands of products, all customers, and in every relevant touch point. To solve all that, Duel drives traffic through friend’s endorsements and authentic customer-powered advertisements, boosting conversion rates through rich and credible advocate galleries at point of sale, and turning one time shoppers into loyal and advocating customers. 7. What’s next for Duel? Do you have any new cool features, products, or major initiatives that you can share? The most exciting release will be the new version of our extension that makes the set-up for clients entirely turnkey! This will be specially made for Oracle Commerce Cloud and Responsys and is going to automate the entire process of the catalog connection and the distribution of the galleries on each product page. In essence, every customer will be contacted after each purchase to be converted into an advocate. Then, every product page will display sku-specific advocate content as it’s gathered and approved, automatically boosting your sales at the flip of a switch! Also, we recently relaunched our dashboard to suit the requirements of enterprise retailers. We also improved the way we scan every piece of content and also optimized the search function so it’s easier to search by sku/product, user and tag. Check out more about Duel here in our Marketplace, and don’t forget to attend Duel’s session at Oracle Modern Customer Experiencein Chicago next week. Duel’s CEO, Paul Archer, will be leading a session called “Advocacy Could Be 2018’s Biggest Trend—Embrace It” on how you can turn your most passionate customers into an army of advocates and content creators. Don’t miss it on Thursday, April 12, 11:10-11:30am, in CX Showcase Theater A (Marketing & Commerce).    

    As many marketers and etailers know, we have moved beyond the traditional purchase funnel. Evidence of this includes the impact of customer advocacy and social proof on conversion rates as well as...

CX News & Events

Brands Need to Embrace AI to Remain Relevant With Ever-Changing Consumers - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: You still have time! Get $600 off the onsite price of #ModernCX with code “NoFooling” now through April 8th. Register today: http://ora.cl/Z7AX0 Click to Tweet #Oracle is featured as a leader in #web support category http://ora.cl/xR07O #CRM via @destinationCRM Click to Tweet #Oracle built a product offering that can help better understand customers through robust data collection. Find some interesting updates by @katrina_gosek: http://ora.cl/m0N1w #CX Click to Tweet Find out some ways to empower your #ecommerce team to deliver smarter #CX https://buff.ly/2FMNVvZ #SmarterCX Click to Tweet Ready for #ModernCX? Tune in to the #Oracle Instagram for the @iSocialFanz story takeover on April 11th. @SmarterCX http://ora.cl/OG1P4 Click to Tweet   Oracle Customer Experience Cloud Suite News: 3 Trends That Emerged From Shoptalk and What They Mean for the Retail Industry – Ann-Marie Alcántara, Adweek, 3.23.18 Smarter brands are realizing the importance of “micro-moment” consumer interactions powered by new and emerging technologies, says Oracle’s Katrina Gosek.   Industry News: Brands Need to Embrace AI to Remain Relevant With Ever-Changing Consumers – Ben Lamm, Adweek, 3.29.18 By embracing AI, companies are able to explore new channels and initiatives and test at scale without jeopardizing the entire business or current successful strategies. Are PWAs the Future of Mobile Commerce? – Armando Roggio, Practical Ecommerce, 3.29.18 Progressive web apps are the next phase in mobile web optimization, providing customers with more convenience, native app experiences, and faster connections. Have You Found Your Voice yet? Why Voice Branding is Crucial for CX Today – Sushman Biswas, MarTech Advisor, 3.28.18 Voice branding has become critical to the overall customer experience as voice and personality can now be used to create a competitive advantage for companies.   Field Service: FieldEZ Ranks No. 1 in Capterra's Top 20 Field Service Management Software - Prnewswire, 3.28.18 Gartner company that provides guidance to organizations globally in finding the right software ranked FieldEZ No. 1 in the list of Top 20 Most Affordable Field Service Management Software.   Customer Service: Growth in AI to be Led by Customer Service – Destinationcrm, 3.23.18 IDC expects automated customer service agents to be the largest use case for artificial intelligence and cognitive computing.   CRM Magazine Names 2018 Customer Service Leaders – Prweb, 3.28.18 The 15th annual CRM Service Awards honor the leading vendors across nine customer service technology segments, four client companies that have used those solutions to reap very impressive rewards, and six Rising Stars—both emerging and established vendors—that have left an indelible mark on the industry in the past year.   Customer service could start living up to its name – Editorial Staff, The Economist, 3.28.18 AI creates a more caring and personable customer experience through a variety of means, including the enhancement of agents’ knowledge, performance, and speed.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: You still have time! Get $600 off the onsite price of #ModernCX with code “NoFooling” now through April...

Customer Experience Strategy

GDPR is an Opportunity, Not a Chore

Roberto Negro, EMEA CX Solution Lead for Data Management and GDPR, Oracle When many people think of data-driven businesses, the temptation may be to think of major consumer-facing websites, online retailers or social media companies. But the reality is, organizations of all sizes, across all sectors are getting closer to their data in order to; improve and personalize the customer experience, help their employees work better, as well as transform whole industries and create new opportunities. For example, the UK’s NHS Business Services Authority (NHSBSA) recently uncovered insights in its data that have helped it improve patient care and uncover nearly £600 million in savings. In India, a new crop of financial institutions have reimagined credit checks for the country’s unbanked population, assessing people for small business loans based on an analysis of their social media data. While the rise of data-driven business models and organizations has made life better for many people, it's also raised concerns about how our data is collected, used and managed. This is the major motivation behind the EU’s General Data Protection Regulation (GDPR), which aims to raise the standard of data protection in modern businesses and provide consumers with greater transparency and control over how their personal details are used. New regulations can feel like a burden. But, organizations should see GDPR as an opportunity to put in place processes and protections that given them the ability to make the most of their data, and give consumers the confidence to keep sharing their data with the organization. To paraphrase TechUK’s Sue Daly, who joined a panel of data experts to discuss GDPR on the Oracle Business Podcast, we are moving to a world driven by connected devices, the Internet of Things, and new forms of artificial intelligence. To succeed with these technologies, businesses will need the public to trust their approach to managing data. Transparency can also be a valuable differentiator. Telefónica, one of Spain’s largest telecom operators, provides advertisers and content providers with anonymous audience insights so they can better tailor their content to individual users. In the interest of transparency, the company publishes the customer data it sends to third parties, and gives people the option to opt out of sharing their personal details. Telefónica’s data-driven approach has yielded fruitful results. Despite currency pressures and a difficult market, the company posted a 23% rise in profits at the end of February 2018. The exchange is mutually beneficial, as it allows the operator to curate the right content for its own customers and provides them with a better user experience. Telefonica has now captured 40% of Spain’s lucrative digital media and advertising market. By comparison, most telcos only contribute to roughly 2% of the advertising value chain. This perfectly illustrates why businesses should not just wait for GDPR to arrive and do the minimum required in the name of compliance. With major changes come major opportunities, but only for organizations that are proactive and look beyond the short-term regulatory burden. Nina Monckton, Chief Insight Officer at the NHSBSA, who also joined the Oracle Business Podcast panel to discuss GDPR, said, “The trick is to help people see how their data helps your business improve their quality of life. For example, when you explain that their anonymized details can help researchers find cures to serious illnesses, the benefits become much more tangible.” By acting now, companies will guarantee their approach to data is compliant and gain the confidence to continue delighting customers with better, more personalized services. Read more about GDPR. GDPR is Coming.  Are you Ready? Understanding How Oracle CX Cloud Suite Can Help You Prepare for GDPR Overview for Oracle Commerce Cloud Customers - Preparing Your Commerce Cloud Sites for GDPR  

Roberto Negro, EMEA CX Solution Lead for Data Management and GDPR, Oracle When many people think of data-driven businesses, the temptation may be to think of major consumer-facing websites, online...

CX News & Events

Become a CX Hero at Modern Customer Experience 2018

Molly Ambrogi Yanson, Sr. Product Manager, Oracle Doing hero work but missing the cape? Become a CX Hero. You may be disguised as a professional, but we know the truth--your work is legendary. Whether you're part of service, marketing, sales, commerce, operations or IT, you work hard day and night to improve customer experiences and exceed their skyrocketing expectations.
 We want to give you the recognition that you deserve. Become a CX Hero at Modern Customer Experience 2018 and enjoy a special onsite experience! Official hero status grants you exclusive benefits like: Access to the CX Heroes Lounge with comfy seating, charging stations, a barista, healthy snacks, and more Networking opportunities with other CX Heroes, Oracle executives, analysts, and influencers Daily CX Hero swag To get started, go to the CX Heroes experience, hosted by the Oracle Service Cloud Hero Hub. This online experience will get you excited for the conference. Network with other attendees and gain CX Hero status…all within the confines of your busy calendar.

 You'll find a variety of ways to unlock your CX Hero status. In fact, you can even claim credit for activities you've done over the past year--like attending an Oracle event, talking to an analyst, speaking at an Oracle or industry event participating in a Customer Advisory Board, taking reference calls, creating a case study or video and more! Check out the CX Heroes experience for Modern CX 2018 today and find out how close you are to becoming CX Hero status!

Molly Ambrogi Yanson, Sr. Product Manager, Oracle Doing hero work but missing the cape? Become a CX Hero. You may be disguised as a professional, but we know the truth--your work is legendary. Whether...

Customer Experience Strategy

5 Steps Telecoms Can Take to Compete in the Fast Changing World of Digital Services

Ulrich Schell, VP Industry Solutions Group (ISG), Communications Industry, at Oracle With connectivity becoming crucial and commoditized, the telecommunications industry is changing rapidly and unpredictably. Operators face an uncertain future where agile infrastructure, processes, and operations will be key to success. Today’s telecoms must launch innovative new services quickly, redefine the customer experience, and transform and unify their core processes to reduce the cost of innovation and operation. Differentiate to succeed One of the most pressing challenges for telecoms is to differentiate themselves at a time when consumers now place more value on the digital services that run on top of networks, compared to basic, underlying connectivity. Operators need to create wonderful, memorable customer experiences that improve retention and new customer acquisition. Apple and Amazon have raised the bar. Consumers now expect a smooth and seamless customer journey that enables them to switch among channels effortlessly. Offers need to be timely, tailored, and targeted and more often, location-based. To gauge customer loyalty and value, operators need to adopt appropriate key performance indicators such as customer lifetime value and net promoter score (NPS), correlated with revenue growth. As competitive pressures from online service providers intensify, operators must also identify and execute opportunities to monetize their assets and capabilities. They need to create new business models to exploit new value streams flowing out of big data, the Internet of Things, connected vehicles, connected homes, sensors and other new applications. The forthcoming rollout of 5G should open up further monetization opportunities driven by the superior speed, efficiency and coverage of this new technology. Prepare for disruption How can telecom operators organize to address these challenges and opportunities? Here are five steps they can take towards becoming future-proof: Strip out unnecessary processes and streamline your propositions.  This will cut costs and avoid confusing customers who value their time as much as money. Make smart use of behavioral data to establish a deeper, more meaningful understanding of your customers so you really understand what motivates them to buy.  Then, engage them with tailored content and offers that are personalized and highly targeted. In the enterprise market, collaborate with partners to deliver industry-specific solutions that reap the benefits of connectivity in truly compelling ways. To become a competitive digital services provider, you need to connect with top talent, start-ups and innovative companies to create new, combined offerings. Use 5G to deliver next generation communications infrastructure-as-a-service nationwide. One of the key characteristics of 5G is its flexibility. Operators will be able to slice and dice the connectivity to meet the specific needs of individual customers. Embrace cloud services as a platform for growth and consolidation. The agility and scalability of the cloud are essential for survival and differentiation.   As telecom operators take these five steps, they need to make efficiency and simplicity the watchwords. Time after time, low cost, easy-to-use services win in the marketplace. Read more on this topic and discover how Oracle can help telecom operators through the different phases of a demanding digital transformation. Read our Telco Industry Viewpoints here.  

Ulrich Schell, VP Industry Solutions Group (ISG), Communications Industry, at Oracle With connectivity becoming crucial and commoditized, the telecommunications industry is changing rapidly...

Customer Experience Strategy

Upcoming Webinar: The 3 Keys to Digital Transformation with Master Lock and Oracle

Join Oracle and Master Lock for a free webinar, The 3 Keys to Digital Transformation. Learn how Master Lock overcame challenges with multiple CRM systems, integrations, and implemented best practices. Register Today Our digital world allows buyers and sellers to transact in new and more efficient ways, creating connections and chaos. Connections, in that business can be more instantaneous. Chaos, as digital levels the competitive playing field and enables customers to control their paths to purchase. These shifts, along with product commoditization and increased competition, are leading businesses to focus on crucial differentiators such as customer experience. Organizations old and new are leveraging advanced CX technology to achieve reduced costs, hit revenue growth goals, and gain a competitive edge. As a result, every organization in every industry faces unprecedented disruption on its journey to sustainable growth, which is driving continuous digital transformational change across the business. Traditional CRM Technology is no Longer Good Enough Technology can enable digital transformation, but legacy technology can also hinder it. A good CRM system may no longer be good enough to drive modern initiatives. CX professionals require an interconnected CX technology platform that helps them move from: Chaos to connection Unpredictable customer journeys to connected data Disparate customer insights to connected intelligence Siloed activities to orchestrated, connected customer experiences A smarter CX platform that is future-ready – enabling organizations to innovate today and predict tomorrow. A platform that helps establish a clear strategy on how to redefine CX by harnessing emergent technologies such as artificial intelligence/machine learning, IoT and more, to help shape their future. Better CX, Together CX professionals need a trusted innovation partner that has the capabilities and expertise to guide them through the complexities of continuous transformation. Organizations that invest in relentless innovation to build an intelligent CX strategy that is agile, data-driven, and enables better decision-making across the organization will thrive. This is partly why we're seeing an increase in customers moving away from traditional CRM systems and adopting our complete CX philosophy and CX platform. Learn More If you’re interested in this topic, please attend our upcoming webinar featuring Master Lock. Register Today >

Join Oracle and Master Lock for a free webinar, The 3 Keys to Digital Transformation. Learn how Master Lock overcame challenges with multiple CRM systems, integrations, and implemented best practices. R...

CX News & Events

The 2018 CRM Service Leaders - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle takes the top spot in 2018 #CRM Service Leaders: Contact Center Search category! http://ora.cl/04Sx6 #cctr via @destinationCRM Click to Tweet Don't miss @Oracle, @MasterLockUS  & @ApexITPartner webinar on 4/5 to learn how Master Lock replaced Salesforce & leveraged @OracleCX to automate, optimize, and integrate every touchpoint: http://ora.cl/Uf5p6 Click to Tweet Ask the Experts registration for #Service and #Marketing customers at #ModernCX is live! Register now: http://ora.cl/3Gr8F #ATE Click to Tweet See why #OracleCommerce #Cloud has everything you need to succeed in the next era of #commerce. http://ora.cl/il8lD #SaaS Click to Tweet Check out the sessions catalog and find out why you should attend Oracle’s #ModernCX Conference in Chicago https://t.co/yyyOtQoxQx #CMO #CIO #CEO #CX Click to Tweet   Oracle Customer Experience Cloud Suite News: 6 Ways AI Is Making An Impact In Retail Tech – Amy Onorato, DMN, 3.22.18 For retail organizations, AI can be used to help enterprises adopt a constantly learning, data-driven approach to personalization, says Oracle’s Katrina Gosek. How to Tell When a Product Is Truly Powered By AI – Molly St. Louis, Adweek, 3.21.18 In order to determine whether a product is truly powered by AI, businesses must ask the right questions when choosing a marketing solution, according to Oracle’s Austin Miller. The 2018 CRM Service Leaders – Staff, CRM Magazine, 3.21.18 Oracle was named a 2018 CRM Service Leader within Contact Center Search and Customer Case Management categories and a Winner in the Web Support category. Crème de la CRM: Leveraging Customer Relationship Management to Deliver the Best Customer Experiences – Ashley Kaczmar, MarTechExec, 3.19.18 Over the next three to five years, organizations should expect to see AI and natural language processing infused into CRM applications, says Oracle’s Steve Fioretti. Industry News: Most Companies Haven't Adopted Emerging Technologies Yet – Ross Benes, eMarketer, 3.21.18 According to a recent survey, a majority of U.S. companies have yet to adopt emerging technologies like blockchain, AI, facial recognition, and voice activation. Report: In-store customers want to be left alone – Marianne Wilson, Chain Store Age, 3.19.18 A new survey from HRC Retail Advisory reveals that shoppers are increasingly looking to in-store technology for customer service versus assistance from store associates. Shoptalk 2018: Debunking Retail's 'New Normal' – Amy Onorato, DMN, 3.19.18 At Shoptalk 2018, retail industry experts highlighted how the industry is entering into a “new normal” that requires retailers to be better at understanding customer needs. Innovation: IoT security spending to reach $1.5 billion in 2018 - Charlie Osborne, Zdnet, 3.21.18 Gartner estimates that worldwide IoT security spending is set to climb this year in light of an escalation in attacks targeting IoT devices. What's the next big thing in IoT? 14 experts share their predictions. - Scott Gerber, Thenextweb, 3.16.18 IoT has evolved far beyond Bluetooth-synced personal devices and smart home platforms. Let’s see what experts say. With AI, Wells Fargo Can Better Focus on Personalization, Customer Experience – Jim Tierney, Loyalty360, 3.19.18 Wells Fargo is using AI for new predictive banking features, enabling the company to better connect and engage with customers by increasing choice and customization. 4 ways IoT can improve the customer experience – Alison DeNisco Rayome, TechRepublic, 3.16.18 CIOs and CX professionals must work together to improve and better personalize their customer experiences using IoT devices and networks. Field Service: How The Gig Economy Will Help Deliver The True Value Of IoT - Manuel Grenacher, Forbes, 3. 19.18 Enterprises need to prioritize the adoption of solutions that allow them to keep pace with the growing IoT and the direction in which it’s taking us. Implementing IIoT in Field Services – CIOReview, 3.19.18 Study found that an IIoT enabled fleet maintenance program could reduce breakdowns by 70 percent. Vehicles that require servicing could alert service teams to schedule repairs in advance rather than wait for it to breakdown.   Customer Service: 10 retailers using chatbots to boost customer service and sales – Olivia Krauth, Techrepublic, 3.9.18 Consumers are turning to chatbots and voice assistants to shop and interact with retailers, and here are the 10 retailers and brands utilizing chatbot technology to boost sales and increase customer service. How To Use Emotionally Intelligent Customer Service To Build Customer Loyalty and Engagement – Micah Solomon, Forbes, 3.19.18 The most likely way to build customer engagement and loyalty is through your people: through superior personnel you’ve selected from your prospect pool for empathy and the other essential traits.

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: #Oracle takes the top spot in 2018 #CRM Service Leaders: Contact Center Search category! http://ora.cl/04...

Customer Success Stories

Oracle Announces the 2018 CX Excellence Awards Finalists

Beth Renstrom, Product Manager, Customer Advocacy Ordinary customer experiences don’t cut it anymore. Top brands, like the ones chosen below, stand out from the crowd by offering unforgettable customer experiences. They’re differentiating their business, disrupting their industries and they’re achieving legendary results with innovative and transformative CX strategies. Oracle is recognizing 39 finalists who are leading the pack. Winners of the CX Excellence Awards will be announced on Tuesday, April 10, at Modern Customer Experience’s invitation-only Awards Gala. These are your 2018 CX Excellence Awards Finalists for each category, in no particular order: Modern Customer Experience Award This award recognizes the organization that delivers an industry-leading customer experience through the use of multiple Oracle CX products, including Sales and Service Cloud. This brand is disrupting its industry and achieving legendary business results. Finalists: Cablevision | Kenya Revenue Authority | Schenck Process Modern Service Transformation Award This award recognizes the organization that has differentiated its business with exceptional customer service, using the breadth and depth of Oracle Service Cloud and its omnichannel deployment. Finalists: Lane Bryant | Zenimax | City of San Jose | Lenovo Modern Sales Transformation Award This award recognizes the organization that has transformed its business with the breadth and depth of Oracle’s CX Sales solution across SFA, PRM, SPM, and CPQ products. Finalists: Sony | William Lyon Homes | Yamane Excellence Awards These awards recognize the organizations that are simplifying their strategies, innovating, and delivering excellent customer experiences while achieving quantifiable results. Service Cloud: Field Service Excellence Award Finalists: Foxtel | TecBan | CableOne Policy Automation Excellence Award Finalists: CNAF | Dexcom | Beachbody Contact Center Excellence Award Finalists: PACCAR | Pier 1 Imports | Penn Foster Digital Customer Service Excellence Award Finalists: Hotel Okada | Royal Mail Group | ScriptPro Knowledge Excellence Award Finalists: Lexis Nexis | A Global Financial Services Company | Federal Signal   Sales Cloud and CPQ Cloud: Direct Sales Execution Excellence Award Finalists: ADP | Elekta | Ricoh USA Sales Performance Management Excellence Award Finalists: Arcadis | General Electric | Batesville Channel Sales Management Excellence Award Finalists: Eaton | Mercedes Benz | Veritas Anytime Anywhere Sales Excellence Award Finalists: Old Dominion Freight Line | The India Hotels Company | Mercedes Benz Self-Service Sales Excellence Award Finalists: Leviton Manufacturing Co., Inc | Calix While you’re waiting to hear who will take home the 2018 CX Excellence Awards, take a look at last year’s Oracle Service Cloud Award winners.      

Beth Renstrom, Product Manager, Customer Advocacy Ordinary customer experiences don’t cut it anymore. Top brands, like the ones chosen below, stand out from the crowd by offering unforgettable customer...

Customer Experience Technology

Get to Know: AddShoppers and How to Build Brand Influencers

  Not only does Oracle Commerce Cloud empower business users to grow their brand through a world class platform, but it also connects you with world class partners! In our new regular column, “Get to Know,” we’ll bring you insights from some of our favorite partners who offer market-leading services and products we think you’ll want to know more about. We'll give you the inside scoop on the solutions they offer and let them tell you where they see the market going as well as their recommendations on how to grow your business. We’re excited to play "Seven Questions" with  AddShoppers. Founded in Charlotte, NC in 2012 by Chad Ledford and Jon West, AddShoppers has helped 10,000 brands worldwide grow their average revenue per user through a fully integrated, on-site influencer marketing platform. When not at work, the AddShoppers team of 25+ loves playing sand volleyball and cheering on the Carolina Panthers. Read on to find out more about what makes AddShoppers special, their new Behavioral Targeting App, and what they think you should be doing differently to capitalize on social traffic!  1) What key problems do you solve for merchants at AddShoppers? AddShoppers is powered by a network of 8,000+ brands that reaches 100M+ monthly unique shoppers.  We leverage the data from our network to power marketing campaigns for leading brands. Currently, we support onsite personalization, social commerce, triggered emails, and media campaigns through Facebook and Google.  Our network and platform allows brands to better personalize their site, reach a more targeted consumer group, and ultimately grow their revenue from online channels. 2) What products do you offer and what makes AddShoppers unique? AddShoppers offers a Customer Data Platform with 12 integrated apps including Social Login, Refer-a-Friend, Sharing Buttons, Social Contests, and Behavioral Targeting campaigns optimized with user behavior data.  Our network of 8,000+ brands sees 100M+ monthly unique shoppers and allows us to reach into customer insights that brands can't today.  Everything is tracked by our best in-class analytics & revenue attribution suite. AddShoppers is a unique solution for a few main reasons: We offer a complete on-site marketing solution, our clients can use us to accomplish their main on-site initiatives -- identifying influencers, generating word-of-mouth sharing, capturing more email addresses, and boosting conversions. Plus, all of our solutions are fully integrated with each other, making our platform more powerful than cobbling multiple vendors’ offerings together. In addition, our entire platform is built around next-level 1:1 personalization capabilities, meaning our clients are given access to the cutting edge in online marketing technology by default. Our integration with Oracle Commerce Cloud makes it easy for marketers to launch and customize our fully integrated suite of on-site influencer marketing applications to their brand standards. Based on their goals, marketers can select which of the 12 applications they want to utilize. Most of our clients use 4-5 of our apps at a time. Through our robust REST API, data from all of this activity can be pushed to an ESP or marketing automation platform, analytics platform, CRM, or more. Our Client Success team is by their side for strategy, support, and creative help every step of the way. For more information, feel free to check out our full platform here. 3) Do you have any new cool features, products, or major initiatives you can share with us? We’re in the middle of launching a 2.0 version of our Behavioral Targeting Application and we’re really excited about it! Because one of the new features in this app is our 1:1 personalization capabilities, we’ve boiled our campaign down to one simple phrase: “It’s all about you!” -- but you have to check out our campaign to really get it! Here’s a little more about this App: Behavioral Targeting is a complete solution for maximizing email captures, conversions, and participation in other influencer marketing campaigns (like Refer-a-Friend and Social Contests). This App triggers slide outs, banners, or modals upon entry, abandonment, or a custom trigger and displays offers that compel customers to convert. The most powerful part is that every campaign launched through this App can be personalized with the social profile data our analytics platform captures about your brand’s influencers. Think name, location, gender, birthday, and more. Now, we’re releasing Behavioral Targeting 2.0 with the following updates that make it even more powerful: Fully integrated 1:1 personalization that has been proven to boost conversions by up to 617% Ability to launch new or modify existing campaigns on the fly, allowing your marketing team to be more agile Full access and complete control over all customer-facing brand and design elements To learn more about our upcoming Behavioral Targeting 2.0 and test it for yourself, click here.    4) What key e-commerce trend or opportunity do you see in the market right now? We see two main opportunities in eCommerce right now: influencer marketing and 1:1 personalization. First, influencer marketing is a huge growth opportunity for brands. They’ve realized that one of the best ways to reach large quantities of potential customers is through the people that are already connected with them online. This is why we’ve built our entire platform around identifying influencers while they’re on your website and engaging them with interactive campaigns that facilitate sharing with their networks. Second, 1:1 personalization is another area that’s wide open for e-commerce players to take advantage of. When brands first came online, neither the technology nor the actual data existed to provide a highly personalized experience on their websites. Now, the prevalence of social login means 1:1 CRM data is widely available, but technology to take advantage of it has been slow to develop -- until now. Platforms like AddShoppers allow you to use 1:1 CRM data to provide the highly personalized experience that today’s customers crave. Early test results have shown conversion improvements of over 600% and that’s why we went ahead made personalization the core of our platform. 5) Social commerce is still only in the single digits and social media as a revenue-driving channel is still well behind search and email. What do companies need to do differently to capitalize on social activity? The first thing companies need to do is think about social media differently. When social networks started their meteoric rise back in the late 2000s, they were thought of as an almost “magical” opportunity. The media fed marketers the false dream that social networks would be a place where they could simply create brand pages, post frequently, and receive avalanches of traffic and sales from it. Now, savvy marketers realize that social media is still a huge opportunity, but it’s not quite as “easy” as it was made out to be. We’re really just starting to learn how to actually leverage it. Marketers should think of social media as a discovery tool that will drive awareness, but it’ll require additional channels to drive real sales -- think email marketing and retargeting. Don’t rely on social alone to drive revenue. The second major thing companies need to do differently is approach social media like any other real marketing channel where they need to be strategic and iterate on campaigns until they find success. If creating a Facebook page and posting didn’t produce results (which for many brands it didn’t), it’s time to start launching more cohesive social marketing campaigns. For example, we’d recommend starting with influencers. Do what you can to get them spreading the word -- a social contest or referral program would be a great start. Then, think about what’s going to happen when the traffic they refer ends up on your site. How can you engage them with a great offer to capture their email address? Then, nurture them with emails and retargeting until they become a customer. You’ll also have to make sure you have the proper tools in place to measure the success of these campaigns. This is something we do best at AddShoppers -- we do so for our clients every day, but we also analyze our network-wide data each year in our On-Site Marketing Breakdown. The latest 2017 report dataset included 495 million shoppers, 10,000+ stores, and 3.4 billion page views and tons of insights – check it out!   6) What do you think the role of social influencers will be in a few years?  We think it’ll definitely be much bigger than it is now! Currently, the search term “influencer marketing” is growing at over 5,000% according to Google Trends and is classified as a “breakout term”. Social networks have reached the point where they’re an integral part of almost everyone’s online experience. This means the infrastructure is now in place for influencers to be most effective. What’s left now is simply for brands to take advantage of this opportunity, which is clearly happening right now by looking at the Google data above! In a few years, we expect social influencers will be a key component of many brands’ growth strategies. I’ve seen brands even start to hire for “influencer marketing” positions and I wouldn’t be surprised to see these jobs exploding in popularity as more and more companies have success with these campaigns. 7) What one recommendation do you have for our Commerce Cloud customers? When evaluating your tech stack, consider technologies that make the most of the audience and data you have already acquired. You know that saying “make new friends, but keep the old; those are silver, these are gold”? If your strategies focus on keeping your existing audience loyal through personalizing on and off site experiences, your revenue per user will increase because they’ll be much more likely to start referring your brand to their friends. Want to find out more about getting started with AddShoppers and turning your brand influencers into shoppers and life-long customers? Simply fill out this short form and someone from AddShoppers will be in touch soon. In the meantime, browse their On-Site Marketing Breakdown or check out any of their other Trending Resources. You can also check out more about AddShoppers in the Oracle Cloud Marketplace or reach out to me and I can connect you!

  Not only does Oracle Commerce Cloud empower business users to grow their brand through a world class platform, but it also connects you with world class partners! In our new regular column, “Get...

What are the Biggest Myths about Digital Transformation - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.     Oracle CX Social Content: 1. Get advice from industry experts on busting the biggest myths about #digitaltransformation, with insights from @Oracle’s @DesCahill: http://ora.cl/e5d8y Click to Tweet 2. Announcing new keynote speakers at #ModernCX, including @Paul_K_Archer founder of #retailtech startup @duel. Make the most of the event by planning ahead with our schedule builder tool: http://ora.cl/5cD0W Click to Tweet 3. How transforming to a digital #marketing strategy utilizing @OracleCX products is helping @MackTruck launch successful campaigns, build a solid #sales pipeline, and track ROI: http://ora.cl/A0jT5 Click to Tweet 4. At this year's #ModernCX @Oracle will honor 13 brands for driving legendary #CX with industry-leading results across @ORCLSalesCloud, @OracleCPQ , and @OracleServCloud: http://ora.cl/RP2k0 Click to Tweet 5. Pre-Conference #education makes its return to #ModernCX 2018! Here's what you need to know about it: http://ora.cl/ah6I9 Click to Tweet   Oracle Customer Experience Cloud Suite News: Busting the Biggest Myths About Digital Transformation – Ginger Conlon, MKTGinsight, 3.14.18 The biggest myths around digital transformation include misconceptions around digital strategy implementation, according to commentary from Oracle’s Des Cahill. Oracle to Break Down the Barriers to Creating Epic Customer Experiences at Modern Customer Experience 2018 – Editorial Staff, MarTech Series 3.14.18 Modern Customer Experience 2018 will bring together CX practitioners and industry visionaries to share the latest insights on customer experience management.   Industry News: Are you ready for the changing B2B customer? – Beth Negus Viveiros, Chief Marketer, 3.15.18 Thanks to new technologies, digital natives and changing expectations, marketers are dealing with a much different kind of B2B customer, consisting primarily of millennials. Forrester Says Only 15% of B-to-B Marketers Are Fully Compliant With GDPR – Marty Swant, Adweek, 3.14.18 According to a Forrester report, only 15 percent of B2B marketers are fully compliant with the GDPR, while 66 percent have yet to assess where they stand. Clothing retailer Zara brings AR displays to stores to attract millennials – Alison DeNisco Rayome, TechRepublic, 3.14.18 In an effort to attract millennials to its brick and mortar stores, Zara is introducing augmented reality displays to 120 stores, following the likes of Sephora and others. Q&A: Navigating Today's Field Service Challenges, Opportunities, And Trends – Sarah Nicastro, Field Technologies Online, 3.12.18 In the age of digital transformation, field service organizations are dealing with the struggles and opportunities of emerging technologies such as IoT, AR, AI, and more. MarTech Landscape: What is XR? – Barry Levine, MarTech Today, 3.12.18 Extended Reality (XR) refers to the full spectrum of technologies (including AR and VR) intended to alter our perception of reality, from complete reality to complete unreality.   Innovation: Three Ways AI Can Help Build Customer Relationships – Anthony Smith, Forbes, 3.3.18 The best way to grow and retain your customer base is to cultivate stellar customer relationships and AI can help, and it is a key tool in utilizing a customer relationship platform.    Disposable IoT ready to open new opportunities – Vivek Mohan, Networkworld, 3.13.18 Discovering how disposable or single-use IoT tags are opening new opportunities and bringing smart wireless connectivity to everyday items, at an affordable price point.

Enjoy our weekly round-up of top news stories across the CX landscape.     Oracle CX Social Content: 1. Get advice from industry experts on busting the biggest myths about #digitaltransformation, with...

CX News & Events

The Biggest Opportunity for Brands Attending ShopTalk 2018

This year’s ShopTalk in Las Vegas, March 18-21, promises to be a great event with impressive Oracle customer speakers and industry leaders alike. Conversations will no doubt be filled with transformative technologies like AI, voice, and alternative payments – but we see a unique opportunity for brands to transform and grow. Yes, digital disruption made it easier for brands to go direct to consumers, but also for brands to reinvest in their B2B channel relationships. Buyers are, after all, a brand’s most valuable customers, and they should have no less than an amazing consumer experience. From browsing bespoke assortments, rich product content, processing custom orders and gaining useful insights, the channel partner who has a seamless purchase experience will purchase more, more often (sound familiar?). Investing in B2B doesn’t mean taking focus away from consumers. Oracle Commerce Cloud is the only SaaS platform on the market that natively handles consumer and B2B commerce experiences in a single platform with a unified toolset. The same core data, content, and features are made available to both shopping environments – creating efficiencies and better experiences. It’s simply up to the brand when and how they want to use each feature set. It’s all under the hood. Whether you’re a retailer who wants to extend an amazing mobile-first commerce experience, or a brand who wants to double-down on their direct and distribution relationships, check out Commerce Cloud. Whether you’re selling to consumers or channel partners, we believe a few things will set the winners apart in the next era of commerce, and guide our product: Agility and speed: Get live fast, and enable your business users to control the experience with drag and drop tools, and get updates quickly. Reduced TCO: Don’t buy and integrate dozens of technologies.  Instead, use out-of-the-box features like industry-leading search, AB testing, AI-driven recommendations, image scaling and Akamai - all included. Rapid innovation: Use a modern, open, API-first platform for limitless control to create differentiated experiences – all with standards-based programming languages. Fast expansion: Expand with branded sites or internationally with multi-site support for global languages and payments. Buy / fulfill anywhere: Deliver mobile-first experiences with integrated in-store and call center applications for omnichannel support. With prebuilt integrations to the analyst-rated #1 Oracle CX digital platform, it’s truly the most flexible, modern platform on the market – ready to power your B2C and B2B end-to-end experience. Come check us out! Stop by booth #4229 at ShopTalk and chat with a product expert.      

This year’s ShopTalk in Las Vegas, March 18-21, promises to be a great event with impressive Oracle customer speakers and industry leaders alike. Conversations will no doubt be filled with...

Exclusive Offer for Oracle Commerce Cloud Customers - Get a Complimentary Membership to Our New User Group!

  Last year, the Oracle Commerce customer and partner community created a new, non-profit user group called Pipeline Pros, run by customers for customers, with a focus exclusively on Oracle Commerce products. The inaugural in-person event, Insight North America, took place August 28-30, 2017 in Chicago and was a huge success. In attendance were over 100 Oracle Commerce customers, partners, and members of the Oracle product team. Over three days, valuable content was presented with deep-dive education and networking opportunities, how-tos, and techniques for making your Oracle Commerce solution work for you and your organization. This year's event will be July 30-August 1, 2018 in Denver. Registration is now open! In addition to the in-person event, Pipeline Pros runs webinars throughout the year, providing additional actionable information for Oracle Commerce customers including everything from optimizing Oracle Commerce sites to Commerce REST APIs and microservices. To help bring even more value to the community, Pipeline Pros is now offering complimentary, one-year memberships for new Oracle Commerce Cloud customers since January 2017. By taking advantage of this unique opportunity, Oracle Commerce Cloud users will have complete access to the entire PipelinePros community, including more than 300 resources, an engaged user community discussion forum, complete member directory, access to all webinars and conference recordings, plus up to 60% savings on all Insight and Insight Europe conference registration fees. Unlike other organizations that limit access to one individual, PipelinePros gives member organizations access for their entire team. We encourage you to take advantage of this limited time offer for Oracle Commerce Cloud customers. It is a great way to network with the Oracle Commerce community, gain key best practices and lessons, and connect with Oracle Commerce product management. For a sneak peek on the great content Pipeline Pros has available, the user group is allowing access to the recent webinar from John Spencer at Vermont Country Store (VCS) on the successful migration of VCS from Oracle Commerce On-Premise to Oracle Commerce Cloud. Interested in taking advantage of your complimentary user group membership? Please visit www.pipelinepros.org/commercecloudmembershipoffer for more information or contact Executive Director, Anna Taylor, at anna.taylor@pipelinepros.org.  

  Last year, the Oracle Commerce customer and partner community created a new, non-profit user group called Pipeline Pros, run by customers for customers, with a focus exclusively on Oracle Commerce...

CX News & Events

Oracle to Honor CX Excellence at Modern Customer Experience 2018

By Beth Renstrom, Senior Principal Product Manager Over the past few years, Oracle has honored its forward-thinking and innovative customers with prestigious awards across the Sales Cloud, CPQ Cloud, and Service Cloud products. This year, we’re bringing everyone together for the first annual Customer Experience Excellence Awards in Chicago. On Tuesday, April 10th during Modern Customer Experience 2018, 13 cutting-edge brands will accept an award for driving a legendary customer experience with industry-leading results. Over the next few weeks we will announce the finalists for each category below. In the meantime, take a look at last year’s winners and make sure you’re registered for this year’s conference. Now through April 9th, register for only $1395 with the code CXBlog to receive $500 off the onsite rate. We’ll see you in Chicago. Customer Experience Cloud Awards: Modern Customer Experience Award: Given to the organization that delivers an industry-leading customer experience. Using multiple Oracle CX products, including Sales and Service Cloud, this brand is disrupting its industry and achieving legendary business results. Modern Service Transformation Award: Given to the organization that has differentiated its business with exceptional customer service, using the breadth and depth of Oracle Service Cloud and its omnichannel deployment. Modern Sales Transformation Award: Given to the organization that has transformed its business with the breadth and depth of Oracle’s CX Sales solution across SFA, PRM, SPM, and CPQ products. Oracle Service Cloud Product Excellence Awards: Excellence Award in Field Service Excellence Award in Policy Automation Excellence Award in Contact Center Excellence Award in Digital Self-Service Excellence Award in Knowledge Oracle Sales/CPQ Cloud Product Excellence Awards: Excellence Award in CX Sales Performance Management Excellence Award in Channel Sales Management Excellence Award in Anytime, Anywhere Sales Excellence Award in Self-Service Sales Excellence Award in Direct Sales Execution    

By Beth Renstrom, Senior Principal Product Manager Over the past few years, Oracle has honored its forward-thinking and innovative customers with prestigious awards across the Sales Cloud, CPQ Cloud,...

Customer Success Stories

Oracle to Honor CX Excellence at Modern Customer Experience 2018

Over the past few years, Oracle has honored its forward-thinking and innovative customers with prestigious awards across the Sales Cloud, CPQ Cloud, and Service Cloud products. This year, we’re bringing everyone together for the first annual Customer Experience Excellence Awards in Chicago. On Tuesday, April 10th during Modern Customer Experience 2018, 13 cutting-edge brands will accept an award for driving a legendary customer experience with industry-leading results. We'll announce this year's finalists for the below categories over the next few weeks. In the meantime, take a look at last year’s winners and make sure you’re registered for this year’s conference. Now through April 9th, register for only $1395 with the code CXBlog to receive $500 off the onsite rate. We’ll see you in Chicago. Customer Experience Cloud Awards: Modern Customer Experience Award: Given to the organization that delivers an industry-leading customer experience. Using multiple Oracle CX products, including Sales and Service Cloud, this brand is disrupting its industry and achieving legendary business results. Modern Service Transformation Award: Given to the organization that has differentiated its business with exceptional customer service, using the breadth and depth of Oracle Service Cloud and its omnichannel deployment. Modern Sales Transformation Award: Given to the organization that has transformed its business with the breadth and depth of Oracle’s CX Sales solution across SFA, PRM, SPM, and CPQ products. Oracle Service Cloud Product Excellence Awards: Excellence Award in Field Service Excellence Award in Policy Automation Excellence Award in Contact Center Excellence Award in Digital Self-Service Excellence Award in Knowledge Oracle Sales/CPQ Cloud Product Excellence Awards: Excellence Award in CX Sales Performance Management Excellence Award in Channel Sales Management Excellence Award in Anytime, Anywhere Sales Excellence Award in Self-Service Sales Excellence Award in Direct Sales Execution

Over the past few years, Oracle has honored its forward-thinking and innovative customers with prestigious awards across the Sales Cloud, CPQ Cloud, and Service Cloud products. This year, we’re...

Customer Experience Strategy

Overview for OCC Customers - Preparing Your Commerce Cloud Sites for GDPR

  Introduction Merchants serving webstores to shoppers in the European Union (EU) and collecting their data must comply with European Union General Data Protection Regulation (GDPR), which was approved in 2016 and will become effective on May 25, 2018. After that date, organizations found to be in non-compliance will potentially face heavy fines. If you operate in the EU, it is important to prepare for GDPR compliance. This regulation is designed to protect the data privacy of all EU residents and requires website operators, among other requirements, to consider any applicable notice and consent requirements when collecting personal data from shoppers (e.g. using cookies).   If you're wondering if this regulation affects you, please note that GDPR not only applies to organizations located within the EU, but it also applies to organizations located outside of the EU, if they offer goods or services to EU shoppers. It is therefore safe to presume that it broadly applies to all companies processing and collecting personal data of persons residing in the European Union, regardless of the company’s location. This post will help you understand how Oracle Commerce Cloud (OCC) can be utilized to help comply with certain GDPR requirements. General Preparation Checklists There are several resources available that provide an overview of the legislation, its impact, and guidance on how you can prepare organizations to comply. We recommend reviewing the following resources to get a basic overview and understanding of GDPR:   EU Data Protection ICO – Guide to GDPR and Twelve steps to take now The GDPR and You However, given that GDPR covers many special considerations surrounding the management of EU personal data, including consent management, it is important to consult legal counsel to get professional guidance if you believe your websites and commerce operations may be subjected to these requirements.  Managing Shopper Consents When working with Commerce Cloud sites, consent is a major area of focus to consider while ensuring that data collection practices are aligned with GDPR. In particular, you may need to obtain shopper consent to capture and use Personal Information (PI) on Commerce Cloud merchant sites for specific use cases where no other legal grounds are available. The UK Information Commissioners Office (ICO) provides guidance that consent needs to be: Unbundled: Consent requests must be separate from other terms and conditions. Consent should not be a precondition of signing up to a service unless necessary for that service. Active opt-in: Pre-checked opt-in boxes are invalid. Use unchecked opt-in boxes or similar active opt-in methods (e.g. a binary choice given equal prominence). Granular: Give granular options to consent separately to allow for different types of processing where appropriate. Named: Specifically name your organization and any third parties who will be relying on consent. Even precisely defined categories of third-party organizations will not be acceptable under GDPR. Documented: Keep records to demonstrate what the individual has consented to, including what the individual was told, and when and how the individual consented. Easy to Withdraw: Tell people they have the right to withdraw their consent at any time, and how to do this. It must be as easy to withdraw as it was to give consent. This means simple and effective withdrawal mechanisms must be in place. Commerce Cloud Sites and Consent  You will need to determine which types of data processing activities are needed for your site(s) and decide which safeguards need to be put in place given your particular business needs. Oracle Commerce Cloud cannot provide legal advice and, as such, cannot mandate a particular set of consents that need to be captured or the mechanisms used to capture them. However, Oracle Commerce Cloud will develop and provide a flexible set of tools that can be used and customized by merchants to help comply with certain GDPR requirements. It will be the responsibility of each merchant to assess the legal and operational implications of GDPR on your business and implement changes to any website(s) as necessary. This may include changes to site functionality, terms and conditions and privacy policy. In the 18B release, Commerce Cloud will provide sample code for cookie consent plus OOTB profile properties and widget support for profile personalization support, including recording the dates on which consent was granted. We’ll provide full technical detail on how to use this in a future blog post which you and/or your partner can utilize. You may wish to implement other types of consent using custom profile properties. Right to Be Informed You will need to ensure that you provide shoppers with concise, transparent, intelligible, and easily accessible language which describes the purpose for and use of each specific type of data processing and associated consents. Right of Access Under GDPR, individuals have a qualified right to access their personal data. For shopper profile data, Commerce Cloud provides access to all data stored via APIs and this can be exposed in storefront widgets. A forthcoming blog post will describe the changes to out-of-the-box widgets that will be provided in the 18B release of Commerce Cloud so that partners and merchants can prepare. Right to Rectification Under GDPR, an individual is entitled to have incorrect data corrected and where appropriate, add to incomplete data. Commerce Cloud is implementing functionality to enable shoppers to amend data held about them through out-of-the-box and custom widgets. Furthermore, you can use Commerce Cloud APIs to update shopper data. Right to Erasure Under GDPR, individuals may request that an organization erase their personal information. An organization needs to comply with this request unless there is a highly compelling reason to retain the information. An organization must also erase personal information if an individual withdraws consent for its collection, as long as there is no other legal reason to retain the data. In commerce terms, PII data is generally held in the user’s profile (e.g. name, address details, credit card number) and on the user’s orders (e.g. names, billing address, shipping address). A forthcoming blog post on profile deletion and order redaction will provide details on the capabilities that will be provided in Commerce Cloud.  Right to Restrict Processing Under GDPR, an individual is entitled in some circumstances to block processing of the individual’s data, such as; when the individual contests the accuracy of the personal data, when the processing is unlawful, or when the data is no longer needed for processing, but is required for legal reasons. Commerce Cloud is adding functionality to enable shoppers to revoke individual data processing consents. Associated data can be deleted using Commerce Cloud APIs by merchant staff.  Right to Data Portability Under GDPR, individuals are entitled to obtain personal data concerning them in a structured, commonly used, and machine-readable format. You will need to determine how to meet this requirement, since you are likely to have shopper data in a variety of systems. Data from OCC can be queried from existing APIs and combined with other data that you hold about the shopper. Right to Object Under GDPR, an individual has the right to object to the processing of his or her own data in particular circumstances, including objecting to direct marketing. Commerce Cloud provides an out-of-the-box profile property that records whether a shopper has provided email marketing consent.  If they wish, merchants can implement custom profile properties to record more granular consent. Rights in Relation to Automated Decision Making and Profiling Under GDPR, individuals have the right not to be subject to a decision based solely on automated processing which results in a legal or similarly significant effect. While Commerce Cloud has no automated decision functionality, merchants should still determine if their processes and data use practices could be captured by this clause. Refreshing Consent Unless you were already gathering GDPR-ready consents prior to the 25th of May 2018, you may want to consider whether, in addition to starting to capture consent for all new shoppers, you also need to refresh and capture consent for existing shoppers. This would then update the GDPR consent for shoppers who have registered with you prior to GDPR going into effect. It will be up to you to determine how to capture consent dependent on the types of consent that you feel are appropriate for your business and how and when you want to message the change to your shoppers. For example, you could use any of the following Commerce Cloud functionalities: Use the bulk password reset capability to force all shoppers to change their passwords and at the same time provide consent (if the Change Password page includes consents). Put a custom widget on the homepage requesting shoppers provide consent or direct them to the Account page to provide consent. Implement an email marketing campaign driving shoppers to the Account page to provide consent. Using existing Commerce Cloud APIs, it will be possible to determine how many shoppers have provided each type of out-of-the-box consent(s) captured using custom profile properties. Summary All merchants offering goods or services to EU shoppers will need to comply with GDPR by May 25, 2018 or risk facing steep fines. Be proactive and ensure you are prepared for this regulation. In our upcoming 18B release, planned for prior to the GDPR effective date, Commerce Cloud intends to provide sample code for cookie consent, as well as consent related profile properties and profile personalization support widgets, which handle recording the dates on which consent was granted. We also plan to provide technical details on how to use this in a future blog post. Merchants may wish to implement other types of consent using custom profile properties. If you think you are affected by GDPR, we recommend talking about the regulations with your organization’s legal counsel, as well as any partner(s), and putting a GDPR adherence plan in place to ensure you meet the May 25, 2018 deadline. You may also want to share that plan with your OCC CSM. We will be sending additional GDPR notices and providing other help material as GDPR-related features are released. Disclaimer: The information in this document is not intended and may not be used as legal advice about the content, interpretation or application of laws, regulations and regulatory guidelines. Customers and prospective customers should seek their own legal counsel about the applicability of laws and regulations to their processing of personal data, including through the use of any vendor’s products or services.

  Introduction Merchants serving webstores to shoppers in the European Union (EU) and collecting their data must comply with European Union General Data Protection Regulation (GDPR), which was approved...

CX News & Events

Securitas Direct Increased Productivity and Significantly Improved CX - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: New keynote speakers have been added to the #ModernCX agenda! Here's what you need to know: http://ora.cl/CN06C - Click to Tweet .@Gartner_inc recognized @Oracle’s ability to execute and completeness of vision: http://ora.cl/JB0mp #CPQCloud - Click to Tweet .@AlarmasSpain increased productivity and significantly improved #CX with #Oracle #FieldService Cloud Service http://ora.cl/pW1Bg - Click to Tweet Whether you’re a #customer, a #partner, or just curious to learn more, we encourage you to take advantage of these advice on how to boost your #career  & deliver legendary #CX w/Pre-Conference Education: http://ora.cl/o10am - Click to Tweet Good #sales people focus on being good sales people. Exceptional sales people focus on being good people. Discover the difference http://ora.cl/AC22z via @SmarterCX - Click to Tweet   Industry News: How Brands Like Audi and Pez Are Winning the AR Game – Molly St. Louis, Adweek, 3.7.18   AR can fortify marketing efforts by providing consumers with an immersive experience, enabling companies to generate high engagement with their core audiences.   8 Ways to Measure Chatbot Program Success – Dom Nicastro, CMSWire, 3.7.18   As consumers choose between chatbots and service representatives, enterprises can measure chatbot effectiveness by defining KPIs, task success rates, and more.   Voice Shopping Set to Skyrocket – Richard Adhikari, Ecommerce Times, 3.7.18   The voice shopping market in the United States is set to rise to a $40 billion valuation by 2022, driven by a surge in the number of homes using smart speakers.   Food factory AI: How McDonald's automation lets the crew focus more on customers – Larry Dignan, ZDNet, 3.6.18   McDonald’s aims to improve the customer experience with new technologies, such as kiosk ordering and delivery, while also improving employees’ day-to-day experiences.   How to improve retail sales in seven steps – Jesse Scardina, SearchCRM, 3.2.18   Retailers can spur sales and provide a remarkable retail experience by digitizing their business, creating personalized experiences, engaging on social platforms, and more.   Innovation: What We Can Learn From China About IoT  - Maciej Kranz, Forbes, 3.5.18   With 20% annual growth the past few years, the China Economic Information Service now thinks the Chinese IoT market could reach more than 230 billion US dollars by 2020.   AI will be the art movement of the 21st century - Rama Allen, Quartz, 3.5.18   While “AI” still evokes the idea of autonomous machines that, after a period of algorithmic maturation, will ruthlessly and inevitably surpass their human makers, “augmented intelligence” reflects the pragmatic truth of the situation: sophisticated technologies that enhance our capabilities, but still require human intelligence to define rules and steer the way.   Field Service: Finding the true value of AI in field service – it's all about results  - Athani Krishnaprasad, Diginomica, 3.7.18   Although AI-enabled technology has proven to be far more than just a passing fad, field service providers are only beginning to understand its implications on essential business processes.   The future of fixing: What field service means for us in the next 50 years  - Athani Krishnaprasad, Internetofthingsagenda, 3.5.18   It’s clear that, like many other industries, field service will soon undergo some serious changes — and it too will need to prepare for them. What will happen to this important industry?   Customer Service: AI to transform Customer Service industry  - Cioreview, 3.8.18   Experts predict that the industry’s 85 percent of communications will run without engaging any customer service representatives.   11 Powerful Customer Service Culture Catalysts That Can Transform Your Company Results – Micah Solomon, Forbes, 3.4.18   Building and nurturing your customer service culture should be the foundation that supports and sustains superior customer service.  

Enjoy our weekly round-up of top news stories across the CX landscape.   Oracle CX Social Content: New keynote speakers have been added to the #ModernCX agenda! Here's what you need to know: http://ora.cl...

Customer Experience Strategy

5 Ways to Give Consumers a Worthy In-Store Experience

Graham Soult, Retail analyst and Founder, CannyInsights.com Many retail industry watchers have heralded the death of the high street at the hands of a booming online retail industry. But, while many well-known brands have pulled away or closed their doors, it’s certainly not one-way traffic.  In fact, many retailers that started out online are now investing in bricks and mortar stores to engage with customers in new ways. Fashion brand Bonobos and online marketplace Etsy are two prime examples of this. The real change we’re seeing is that the shop is no longer just a place for retail transactions. We’re moving away from a time where a retailer could simply display their products on racks or shelves and expect shoppers to come flooding in. Why would I fight the high street crowds when I could stay at home and have a product delivered to my door with minimal effort? This is the age of the experiential shop. Shoppers need a reason to venture outside, and retailers need to deliver an in-store experience that will woo them out of their homes. Apple excels at this. Its shops tend to be among the most crowded on the high street, largely because customers can go play with the latest iPhone, Mac, or HomePod. They can have an army of well-informed experts at their fingertips to answer their questions or fix their devices. Or how about Dyson, which opened a physical location in Central London that it doesn’t even call a store? Dyson Demo, as its shop is called, is a clever way for Dyson to promote itself in a high-traffic location while giving people a place to live and breathe its brand and products. Just like in Apple’s stores, their staff leave customers alone to browse and interact with products with zero sense of commitment, as they can online. Crucially, sales are secondary to the experience. It’s less important that customers buy something on the spot than it is to delight them into becoming a brand affiliate. So, investment in experience needs to be a priority for retailers in 2018.  How should they invest and what tactics will work best? Here are my tips on how to deliver an enviable and compelling in-store experience: Think about what you can offer in a physical space that your customers can’t get online. In today’s online and mobile-first world, it takes a value-adding experience to get people out of their homes and into your shop. Remember the importance of a human touch. Virtual shop assistants and VR headsets might be cool, but human interaction is still a key reason we go to stores. Think social! Brands such as Missguided are very much geared towards encouraging customers to interact with the space. Its stores include a place for people to take and share selfies of themselves trying on clothes, which has the added bonus of putting its products on display across social platforms. Take cues from the restaurant industry. The link may not seem obvious, but leading chefs have realised that providing a shareworthy and Instagram-able experience is as important as the food they serve if they want to build their brand. In the same way, stores need to deliver an experience that gets people excited and want to share online. Make sure your in-store technology enhances the shopping experience. Shorter queue times, faster payments, the ability to try out goods before purchase – these are all things consumers want. On the other hand, a clunky digital payments process or unnecessary virtual reality experience may just complicate things and turn people off. The high street is in a transition period and will continue to evolve, but the shop isn’t going anywhere. That said, retailers that think they can get away with the traditional shop experience will continue learning the hard way that customers expect more, especially when the competition beats them to it. It’s time to up their game and offer shoppers an experience that will excite them and keep them coming back for more. Want to read more about the trends shaping the retail industry today and tomorrow? You can read Oracle’s full report here.  

Graham Soult, Retail analyst and Founder, CannyInsights.com Many retail industry watchers have heralded the death of the high street at the hands of a booming online retail industry. But, while many...

Customer Experience Strategy

5 Ways Oracle Commerce Cloud Powers Innovation

“Innovation is key. Only those who have the agility to change with the market and innovate quickly will survive.”   Robert T. Kiyosaki Top of Form Technology is killing companies. That sounds dramatic until you realize the average S&P 500 company’s lifespan is less than 20 years!  Companies of all sizes struggle to keep up with demanding customers and complex interactions while trying to seamlessly blend physical and digital customer experiences. All this and more is forcing companies to rethink basic business fundamentals about how to drive future revenue growth. Guess what? It’s only going to get worse because they have to contend with customers using multiple devices, chat-bots, AI-driven personalized shopping experiences, omni-channel fulfillment, social media based customer feedback, and multi-channel service and support. The list goes keeps growing.  Companies that survive and thrive in this digital world will do what we at Oracle call “Smarter CX” – deliver superior customer experiences by connecting data at every stage during the customer journey.  This investment is key to ensure that your sales, service, marketing and commerce applications connect at the data layer to fuel customer engagement and growth. I want you to consider the importance of the commerce platform. Here are 5 ways Oracle Commerce Cloud was built and designed to provide the control that development and business teams need to innovate and provide smarter CX. 1) Open Source Technology JavaScript, CSS, HTML5, and node.js power the Oracle Commerce Cloud, giving developers the freedom to rapidly build, test and iterate on new features & functions. Companies benefit from a larger hiring pool by reducing the need to find specialists in proprietary technologies as skill shortages have been a thorn in the side of CIOs for years.  2) Reduce Dependence on Development Teams Not long ago, an e-commerce business relied on the development team to make simple, yet mundane changes.  Things like swapping banner images, rearranging page widgets, creating new pages, scheduling publishing changes, updating basic search configurations and so on too time and risked causing delays. With Oracle Commerce Cloud, business teams can now handle these day-to-day tasks. This shift fuels agility and frees up valuable development time for new innovations, services and improvements that enhance the customer experience.  3) Empower Development to Drive Business Objectives Since business buyers and consumers shift among devices, make quick buying decisions and expect seamless engagement, it becomes imperative to meet these needs flawlessly with the right data and information.  With a toolset of open integration standards, agnostic code and developer tools, instead of constant development, teams can now work by the ‘fail fast, succeed faster’ mantra that drives innovation and supports business goals. 4) Extensibility to Connect Data and Experiences For the longest time, integrations have been a bottleneck, causing delays and website problems. Commerce Cloud takes a systematic approach to solving the challenges of connecting data. API’s, Webhooks & Server Side Extensions API’s simplified the approach of syncing data across applications and platforms. Webhooks (web callbacks) further streamline communication flows by introducing event-based notifications that provide real time data to other systems. Commerce Cloud is an API 1st platform that harnesses the power of Webhooks to drive integration efficiencies and the increased flow of data among systems. Commerce Cloud also offers server-side extensions, further empowering developers with a clean approach to writing custom integration code or creating one’s own APIs. Pre-built plus Marketplace Integrations Commerce Cloud provides a core set of pre-built integrations across  payments, tax, and marketing, OMS, content management and CPQ. With these integrations, complex customizations are now turned into streamlined configuration.  Oracle also has a rapidly growing marketplace of 3rd party integrations that promote faster time-to-market while enhancing the core commerce platform. Integration Cloud Oracle Integration Cloud includes pre-built adapters and integration flows to Oracle and 3rd party vendors, open adapter SDK’s, point and click visual mapping, and rich monitoring.  Integration Cloud fuels innovation by simplifying the approach to integration work, enabling teams to use existing on-premise solutions to shift developer’s time to other projects. 5) Customer Experience Business Tools Business user tooling is what fuels the customer-facing front-end experience.  After developers create the essential building blocks, it is the designers and merchandisers who use those tools to create immersive experiences.  For some commerce platforms, user tooling is still an afterthought, requiring the business to talk to the IT and development groups – repeating the past.  With Oracle Commerce Cloud, user tooling has been re-imagined.  With standardized UI’s across all Oracle applications, the tools are intuitive, user-friendly and equally important, flexible to build an endless array of customer experiences.      

“Innovation is key. Only those who have the agility to change with the market and innovate quickly will survive.”   Robert T. Kiyosaki Top of Form Technology is killing companies. That sounds dramatic...

CX News & Events

Boost Your Career and Deliver Legendary CX with Pre-Conference Education

Erica Anderson, Senior Product Manager Boost Your Career and Deliver Legendary CX with Pre-Conference Education Back by popular demand, Pre-Conference Education makes its return at Modern Customer Experience 2018. This year, we’re expanding the program across the Oracle Customer Experience (CX) Cloud suite of applications, offering educational sessions for Oracle Marketing Cloud, Oracle Service Cloud, Oracle Sales Cloud, Oracle CPQ Cloud, Oracle Commerce Cloud and Oracle Commerce (Endeca). Whether you’re a customer, a partner, or just curious to learn more, we encourage you to take advantage of these in-depth, structured learning opportunities that will help advance your CX career and help you achieve legendary results for your organization. Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate. Here’s what you need to know: What’s covered? Expect to dive deep into your Oracle solution and gain the product knowledge and best practices required to effectively manage transformation at your organization. These sessions are a great opportunity to network with Oracle’s product experts and your peers who are interested in similar topics. Check out the session catalog for details. What’s the format? Each session is a 90-minute, structured learning opportunity. Most will include interactive training exercises, while a few will feature hand-on workshops. These hands-on workshops are available only for Oracle Service Cloud and Oracle CPQ Cloud, which are advertised accordingly and have limited capacity. Who’s presenting? Experts from Oracle Product Management, Development, Consulting, and Oracle University will lead each session. What’s the cost? These sessions are free with your conference registration. That’s right, FREE! Just one more reason to attend MCX 2018. Who can attend? Whether you’re an Oracle customer, partner, or if you’re just interested in learning more, you’re welcome to attend. How do I reserve my spot? You don’t need to register to reserve your spot. The sessions are first-come, first-serve. However, please plan accordingly–especially for the limited capacity, hands-on Service and CPQ workshops. Does this impact my travel plans? Yes, you’ll want to fly in early to take advantage of these learning opportunities. Pre-conference education begins: Monday, April 9th at 12 p.m. for Oracle Marketing Cloud Tuesday, April 10th at 9:30 a.m. for Oracle Service Cloud, Oracle Sales Cloud, Oracle CPQ Cloud, Oracle Commerce Cloud and Oracle Commerce (Endeca) Check out the Pre-Conference Education Session for your Oracle CX product of choice. We’ll see you in Chicago.  

Erica Anderson, Senior Product Manager Boost Your Career and Deliver Legendary CX with Pre-Conference Education Back by popular demand, Pre-Conference Education makes its return at Modern Customer...

Ask the Experts

Boost Your Career: Learn How to Deliver Legendary Service Experiences with Pre-Conference Education

Back by popular demand, Pre-Conference Education makes its return to Modern Customer Experience 2018. This year, we’re bringing back Oracle Service Cloud training and expanding the program across the Oracle Customer Experience (CX) Cloud suite of applications. Want to learn more about KPIs and dashboards? Are you interested in creating dynamic interviews to build customer loyalty? Do you know what it takes to nurture a thriving Knowledge Management program? We’ve got all those sessions, and more! Whether you’re a customer, a partner, or just curious to learn more, we encourage you to take advantage of these in-depth, structured learning opportunities that will help advance your CX career and help you achieve legendary results for your organization. (Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate.) Here's what you need to know: What's covered? Expect to dive deep into Oracle Service Cloud and gain the product knowledge and best practices required to effectively manage transformation at your organization. These sessions are a great opportunity to network with Oracle product experts and your peers who are interested in the same topic. Check out the session catalog for details. How long are the sessions? These structured learning opportunities are either 90-minute sessions or three-hour sessions divided into two parts–Part I in the morning followed by Part II in the afternoon. What's the format? Some sessions are trainer-led, while others are hands-on workshops. Please note that the hands-on workshops have limited capacity, and are first-come, first-serve. Who's presenting? We're sending our best experts from Oracle Product Management to lead each session. Additionally, Gold Parter Helix Solutions is returning to deliver the popular "Customer Portal for Non-Developers" workshop again. What's the cost? These sessions are free with your conference registration. That’s right, free. Just one more reason to attend MCX 2018. Who can attend? Whether you’re an Oracle customer, partner, or if you’re just interested in learning more, you’re welcome to attend. How do I reserve my spot? You don’t need to register to reserve your spot. The sessions are first-come, first-serve. However, please plan accordingly–the hands-on workshops fill up quickly! Does this impact my travel plans? Yes, you’ll want to fly in early to take advantage of these learning opportunities. Pre-conference education begins on Tuesday, April 10th at 9:30 a.m. for Oracle Service Cloud attendees. Check out the Pre-Conference Education Session for your Oracle CX product of choice. We’ll see you in Chicago.

Back by popular demand, Pre-Conference Education makes its return to Modern Customer Experience 2018. This year, we’re bringing back Oracle Service Cloud training and expanding the program across...

CX News & Events

How AI Can Transform Customer Engagement and Sales - and Other News

Enjoy our weekly round-up of top news stories across the CX landscape. .@OracleServCloud announces the next season of #AsktheExpertsWebinars. Come join us for a season focused on #chat http://ora.cl/iS4uc #OSvC - Click to Tweet Explore these new ways to deliver consistent, personalized #CX across the entire customer journey http://ora.cl/LX6Di  - Click to Tweet .@dena_travel cuts inbound call inquiries by 20%, improves self-resolution rate by 16% & delivers superior #CX w/@OracleServCloud: http://ora.cl/pD1f2 - Click to Tweet Did you know how many ways are to tackle a significant transformation? @seg_oracle shows you how to mobilize your #fieldservice with a strategic #cloud approach: http://ora.cl/81vd1  - Click to Tweet Check out 2018 #CX Events and Conferences calendar and start planning your next adventure http://ora.cl/Ry3Pl via @SmarterCX  - Click to Tweet Industry News: How Artificial Intelligence Can Help Transform Customer Engagement and Sales – Cindy Zhou, DestinationCRM, 3.1.18 AI-driven sentiment analysis tools are helping marketing, sales and customer support teams use image recognition technology to better connect with their customers. 10 Ways Machine Learning is Revolutionizing Marketing – Patty Odell, Chief Marketer, 3.1.18 AI and ML revolutionize marketing through improved customer experience, accelerated real-time personalized advertising for digital, an optimized marketing mix and more. Customer Experience Revolution Ahead: Gartner – Richard Adhikari, CRM Buyer, 2.24.18 Emerging technologies, such as virtual assistants, chatbots, AR, VR and AI, will continue to impact customer experience and sales in coming years, according to Gartner. Stores make push in scan and go tech, hope shoppers adopt it – Anne D’Innocenzio, Associated Press, 2.23.18 In the era of Amazon, retailers are adopting scan-and-go technology in an attempt to maintain customer loyalty by making shopping more convenient. Field Service: Three Ways Augmented Reality And WOMS Can Supercharge Field Service Training – KJ Park, Forbes, 2.23.18 The combination of a WOMS and AR will constitute a potent training application that will empower the next wave of field service technicians. Customer Service: Messenger launches new customer service tools - Rayna Hollander, Businessinsider, 2.28.18 Facebook announced an update to Messenger that expands existing customer chat tools, improves quick replies, and introduces advanced customization tools. Survey: Customer service chatbots aren't crowd-pleasers - yet - Brian Holak, Techtarget, 2.28.18 A recent survey by Chatbots.org found that less than half of consumers (47%) find chatbots effective.      

Enjoy our weekly round-up of top news stories across the CX landscape. .@OracleServCloud announces the next season of #AsktheExpertsWebinars. Come join us for a season focused on #chat http://ora.cl/iS...

CX News & Events

Boost Your Career and Deliver Legendary Commerce Experiences with Pre-Conference Education

Back by popular demand, Pre-Conference Education returns to Modern Customer Experience 2018 with an expanded curriculum that now includes Oracle Commerce Cloud and Oracle Commerce (Endeca) training. Whether you’re a customer, a partner, or just curious to learn more, we encourage you to take advantage of these in-depth, structured learning opportunities that will help advance your CX career and help you achieve legendary results for your organization. Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate. Here’s what you need to know: What’s covered? Expect to dive deep into Oracle Commerce (Endeca) or Oracle Commerce Cloud and gain the product knowledge and best practices required to effectively manage transformation at your organization. These sessions are a great opportunity to network with Oracle product experts and your peers who are interested in similar topics. Check out the session catalog for details. What’s the format? Each session is a 90-minute, presenter-led structured learning opportunity. Who’s presenting? Experts from Oracle Product Management, Consulting, and Oracle University will lead each session, and you’ll also be able to learn from your peers as you share professional experiences and challenges. What’s the cost? These sessions are free with your conference registration. That’s right, free. Just one more reason to attend MCX 2018. Who can attend? Whether you’re an Oracle customer, partner, or if you’re just interested in learning more, you’re welcome to attend. How do I reserve my spot? You don’t need to register to reserve your spot. The sessions are first-come, first-serve. Does this impact my travel plans? Yes, you’ll want to fly in early to take advantage of these learning opportunities. Pre-conference education begins on Tuesday, April 10th at 9:30 a.m. for Oracle Commerce (Endeca) and Oracle Commerce Cloud attendees. Check out the Pre-Conference Education Session for your Oracle CX product of choice. We’ll see you in Chicago.  

Back by popular demand, Pre-Conference Education returns to Modern Customer Experience 2018 with an expanded curriculum that now includes Oracle Commerce Cloud and Oracle Commerce (Endeca) training. Whe...

Customer Experience Strategy

Consumer Loyalty - 5 Ways to Make Your Customers Fall in Love With You

Tasnia Khan, Product Strategist, Oracle CX Today’s empowered consumers have never had easier access to information, but also have never been harder to reach. That’s not stopping companies from trying to cultivate loyal customers, who can advocate for and differentiate your brand, giving you a competitive advantage.  When a negative Yelp review prevents customers from checking you out, it’s time to do things differently. A loyal fan will “buy more, visit more, be less price sensitive, follow your advice, and recommend you.” They can help you acquire more customers, increase revenue, customer lifetime value, and be a differentiator in your industry So why is loyalty so hard to build and maintain? Well for one thing, loyalty programs have oversaturated the market.  The average American belongs to over 10 of them. That’s 3.8 billion individual loyalty program memberships! Let’s face it - consumers are no longer brand loyal – they’re loyal to their needs in the moment. They may join programs of brands they like, but they’ll only be loyal to brands that offer them relevant rewards and keep them engaged with the right interactions, in the right place, at the right time. To build a loyal customer base, brands must remain relevant and retain their customer’s interest, otherwise they are a click away from being forgotten. I’m here to give you some good news about opportunities to build loyalty that spans the entire customer experience journey, from marketing and commerce and service and social engagements. Here are 5 ways to differentiate your brand and keep your customers coming back for more Personalize, Personalize, Personalize Personalized experiences are now table stakes among retail brands. Consumers want to feel like you know them. They want to feel special and remembered, and may be willing to buy more when they receive hyper-personalized experiences. Build personalized loyalty programs to please them, and then you’ll build trust. Trust will lead to more opportunities to upsell and cross-sell. Consumers have high standards and want the same personalized experiences they would get if they walked into a store and were greeted by a personal shopper. To achieve this, companies need to leverage data to gain a full view of their customer so that they can identify preferences and anticipate their needs for all in-person, online, and mobile interactions. This hyper-personalization is what customers are looking for, and drives impulse purchases, increases revenue, yields fewer returns and increases loyalty. Personalization doesn’t have to end with a sale. Consider changing your customer service conversations from textbook answers to a contextual and tailored conversation with a customer through email, live chat, or even a chatbot. Use AI to connect the dots (and bots) Consumers engage with your brand from infinite combinations of channels. This results in an overwhelming amount of data to interpret. Personalization is easier said than done! This is where AI helps you understand the consumer journey, connects all of the data, and finds the missing links so that you can provide your customers with the hyper-personalized experiences they desire. AI analyzes information and finds patterns that feed your systems so that they constantly and intelligently recalibrate in real time to anticipate customer needs and serve the right content to optimize the next step of the customer journey, empowering innovation and growth. Encourage omnichannel interactions The vast majority of today’s digital consumers use multiple devices to make their purchases. Mobile is emerging as the preferred path. Customers move in and out of the customer lifecycle fluidly. They still expect brands to maintain the context of their previous interactions, regardless of channel. But, too often, businesses focus on separate experiences: in store, online, and mobile. These distinctions create disconnected information which lead to a disjointed customer experience. Instead, brands should integrate all of their customer data to give consumers more control and more convenient ways to shop, while seamlessly moving among their preferred channels. Just look at Nordstrom, Starbucks, and Southwest Airlines – brands that realized early on that providing a seamless omnichannel experience was the best way to stand out from the competition. Think of creative ways for your loyalty members to earn and redeem points across channels.For example, they could like or post pictures on social media with a specific brand hashtag, visit stores, or try sample products to earn points. Allow promotions and points to be redeemed across channels so that customers can choose the method that works best for them. Build emotional connections Most loyalty programs offer member discounts and coupons. However, a customer that’s just there for the discount isn’t truly engaged. Building loyalty requires fostering emotional connections, not just transactional ones. Companies need to foster experiences that promote loyalty of value, where consumers feel like they are truly part of a community. Per the Harvard Business Review; “The most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level – tapping into their fundamental motivations and fulfilling their deep, often unspoken emotional needs. That means appealing to any of dozens of “emotional motivators” such as a desire to feel a sense of belonging, to succeed in life, or to feel secure.” How can your loyalty program eliminate friction from the customer experience and build value? The opportunities to build value can vary tremendously from industry to industry.  For example, a grocery store could offer a cooking class for loyal members, while an airline might promote a trip redemption. There are different ways to incentivize behavior, whether that features gifts with purchase, gamifying a redemption experience, or helping consumers decide what to purchase. Focus on the full experience, not just the process of earning points. Look to solve a customer’s problems before they happen. Be there for them as more than just a coupon code and you’ll build lasting loyalty. Don’t forget the logistics While not the most exciting part of customer loyalty, logistics are a defining element in the customer journey. Logistics ensure that customers are supported every step along their journey. Don’t overlook inventory, shipping, forecasting, and delivering the right product to the right place at the right time. The second that a package gets lost, an item is cancelled because it’s actually out of stock, or a hotel room isn’t ready for a traveler – your business risks losing loyalty and trust. As we saw above, the traditional channels of engagement are changing. Your brand should be easily reachable to discuss logistics. A good way to do that is through social media. Customer service interactions over Twitter have increased 250% in the last two years. Social media is essential for fostering loyalty and emotional connections. Ensure your representatives are available and armed with the knowledge to handle questions about the logistics on all channels. Emerging technologies can help streamline your logistics. For example, use AI to improve forecasting. IoT can improve inventory visibility and get products delivered to customer more efficiently. Make sure that these technologies tap into your organization’s broader network, integrating with consumer data to provide seamless experiences. In this day and age, you need to figure out what the customer wants in the quickest way possible, without any hassle on their side. Providing superior, connected customer experiences is how to build loyalty and outdo the competition. Price is no longer a differentiating factor for businesses. Customers expect you to know what they want, before they even show up. The customer evolution makes it imperative for businesses to ensure they are reducing customer effort and deploying emotional connection strategies to improve loyalty. The path is clear – customer loyalty means brand advocates, higher revenue, and customer lifetime value. Rise to the top of the pack during the customer evolution by creating loyal customers who can’t wait to interact with you again! Related - Read 3 Ways to Build Customer Loyalty Check out this infographic for a snapshot of how to drive loyalty in an era of empowered consumers.        

Tasnia Khan, Product Strategist, Oracle CX Today’s empowered consumers have never had easier access to information, but also have never been harder to reach. That’s not stopping companies from trying...

Customer Experience Strategy

Mobilize Your Field Service with a Strategic Cloud Approach

Sandy Gorman, Product Manager, Oracle Field Service Cloud A mobile device is the primary screen that connects billions of people in modern countries around the world.  In developing countries, it’s the only screen. Thus, it’s not a surprise that the majority of field service organizations want their field personnel using a mobile device. With this in mind, you must leverage that awareness when designing a modern digital transformation. If you presume mobility as part of your solution, the cloud becomes the only true path. And if you’ve been considering a field service solution, then you’ve heard all the cloud benefits: agility, increased speed of innovation, lower IT costs, and greater security and compliance options. And with those outcomes and their promises of technological nirvana, the tendency is to want to move fast to make everything happen all at once. But, I recommend you build your strategy by investing as much time as you can into planning and design. I’m a big advocate for digital transformations. Today’s world requires moving some if not all of your systems to the cloud. Having worked in some capacity with cloud-based solutions for the last 10 years, I see how transformative the cloud can be and how quickly you can achieve ROI when you take on a Field Service Management solution. Mobile First There are many ways to tackle a significant transformation.  This one puts your end user in hyper-focus.  While other methods may be equally effective, this helps you visualize the end first and define requirements by walking the path in reverse. Where do we start? Start at the end. Yes, a bit cliché and vague. So let’s be a little more specific when you embrace the concept of ‘Mobile First.’ You’re leading your company’s digital transformation. You want to make this a great experience for both your field service employees and your customers. You and other executives in your organization identify these three key goals: Modernize the internal and external systems. Provide a superior customer experience. Equip field service employees with all the tools they need to do their jobs. When you envision this transformative journey, what occupies most of your thoughts? Budget?  Resources? Timeframes? Metrics? Where to start? Most importantly, what about user adoption? How much time will you allocate to encourage and maintain user adoption?   One very powerful way to encourage user adoption is to build it from your employees’ point of view, making them a key part of the new system’s plan and design.  Keep them engaged throughout the process by having them review and test prototypes, providing feedback. Remember, they are the ultimate user, so their opinion matters! Communicate outcomes throughout the transformation. If you come to a crossroad where you have to sacrifice the employee experience in favor of the customer experience, rethink your direction. A happy, productive employee will provide exceptional customer experiences. The best design may deliver an unforgettable experience for them both!   All mobile apps point upstream to specific sources. By focusing on them first, you are identifying requirements and essentially backing into your final solution. If you tackle this effort, here are a few things to consider: Maintain a stakeholder matrix that documents in great detail everyone’s role, processes, reports, inputs, and outputs. This will help identify what will change by virtue of automation, or be replaced or eliminated. Don’t assume you’ll just convert your current processes to digital versions. Be open to the new ideas and capabilities digital transformations can provide. Recreating the past is rarely a good thing.  Whiteboard as much as you can during the planning process. Transformation is incredibly powerful when fueled by visuals! Encourage your stakeholders to whiteboard their ideas as well. This way you can start to connect things easily. In addition, consider starting with these critical business capabilities to empower your field service employees: Visibility of customer information, services and service history Access to workflows for any step of the customer experience – from initial booking to financial closure Easy access to warranties and contracts Complete field service functionality that includes scheduling, work estimates, checklists, troubleshooting and work order debriefs Storage capabilities for pictures, manuals, and reference materials relevant to field work Collaboration that lets your field effortlessly reach out to each other and the back office Offline functionality that doesn’t limit or interfere with the job progress Ability to close the job and initiate invoicing, customer communications or surveys Ultimately, it comes down to how you can best articulate your vision to your vendor. Take that first step!

Sandy Gorman, Product Manager, Oracle Field Service Cloud A mobile device is the primary screen that connects billions of people in modern countries around the world.  In developing countries, it’s the...

CX News & Events

CX is King: Why CRM is Not Good Enough and Other News

Enjoy our weekly round-up of top news stories across the CX landscape.     Check out 5 reasons to attend @Oracle's #ModernCX from April 10-12 in Chicago http://ora.cl/1ak3s #OracleEmp - Click to Tweet NOW LIVE! The highly-anticipated Answer Versioning feature has been released for @OracleServCloud Knowledge Foundation http://ora.cl/xS6E7 #KF #OracleEmp - Click to Tweet Join #Oracle’s @madhukarkumar on 3/15 to learn how to leverage #AI to create better #CX & increase market share http://ora.cl/tX872 #OracleEmp - Click to Tweet Check out this video to learn about the most exciting features added to @OracleServCloud 18A #release http://ora.cl/jv3OO #OracleEmp - Click to Tweet SmarterCX.com is the #CX professional's destination for breaking news, expert insights & cutting edge CX #tech. Take a look @SmarterCX: http://ora.cl/Uj7i9 #OracleEmp - Click to Tweet Oracle Customer Experience Cloud Suite News: CRM Applications Leaders Prepare for Digital Business Battle – Mike Vizard, IT Business Edge, 2.22.18 As the CRM application landscape evolves, CRM leaders like Oracle are providing a more holistic view of the business and enabling the use of emerging technologies.  Industry News: How to Get E-Commerce Customers to Spend a Lot of Money at Once (and Then Do It Again) – Sonya Mann, Inc., 2.22.18 Ecommerce retailers can help drive sales by winning the customers’ trust, providing a generous return policy and a responsive customer service, and more. 3 Technologies That Have An Immediate Impact On Customer Experience – Sarah Nicastro, Field Technologies Online, 2.22.18 Dynamic scheduling, mobile capabilities, and customer portals are technological advancements enabling a smoother customer service experience within field service. How to Approach New AI-Based Marketing Technologies – Patty Odell, Chief Marketer, 2.22.18 When it comes to implementing AI, marketers should ask themselves whether or not the technology is relevant to their customers and explore its associated costs and risks. Study: Retailers’ omnichannel investments drive online sales by 16% – Deena M. Amato-McCoy, Chain Store Age, 2.20.18 A new study confirms that omnichannel investments remain the key to success for retail brands, especially as ecommerce retail sales continue to increase year-over-year. Innovation Google buys Xively to improve its IoT platform – Peter Newman, Businessinsider, 2.20.18 Google will acquire IoT platform Xively from software company LogMeIn to expand its role as a cloud services provider in the IoT. The IoT's Impact on the Future of Retail - Daniel Newman, Forbes, 2.20.18 Research shows by 2021, 79 percent of retailers will be able to personalize in-store shopping experiences for customers because they’ll be able to know they’re in the store. AT&T launches expanded IoT professional services – Jake Smith, Zdnet, 2.20.18 Ericsson partnership will now allow AT&T to offer Global Device Certification for IoT devices, providing testing, verification and white glove assistance with regulatory approval in more than 150 countries. Customer Service One-quarter of customer service operations to use chatbots by 2020, says Gartner – Enterpriseinnovation, 2.22.18 According to research by Gartner, organizations report a reduction of up to 70 percent in call, chat or email inquiries after implementing a VCA. They also report increased customer satisfaction and a 33% saving per voice engagement. The Parts of Customer Service That Should Never Be Automated – Ryan W. Buell, Harvard Business Review, 2.19.18 Automation still can’t beat out human interactions when it comes to emotional and human connections, problem solving, employee support, and more.

Enjoy our weekly round-up of top news stories across the CX landscape.     Check out 5 reasons to attend @Oracle's #ModernCX from April 10-12 in Chicago http://ora.cl/1ak3s #OracleEmp - Click to Tweet NOW...

Customer Experience Technology

Upcoming Webinar: AI and the Future Role of the Salesperson

Join us for our upcoming free webinar: AI and the Future Role of the Salesperson with Oracle's Madhukar Kumar.  Register Today >   "Always Be Closing" is no longer just a sales mantra popularized from the movie, Glengarry Glenn Ross. In the coming years this could be the reality for salespeople for two significant reasons: 1. Customer apathy towards salespeople is growing and will likely continue to increase perhaps to the point where a salesperson's primary task is to close deals. 2. Emerging technology including AI agents, predictive analytics, and additional smart technology will likely take over most non-selling tasks. Customer apathy: Are you ready for permission-based selling? 57 percent. That’s how far the average B2B buyer is through their purchase decision before engaging a sales rep. Majority ownership of this buyer-seller relationship is critical because it dictates who gets to make the rules. Every day this power sits more and more with the customer. This number will likely grow in the coming years as more B2B’s embark on digital transformations and open digital direct-to-customer channels. Permission marketing is the concept where people have the power to choose digital advertisements. I don't follow companies on Twitter unless I care to hear from them. If I see a company ad on Facebook I don’t like; I can hide it. Permission marketing is a reality of the empowered customer in an increasingly digital world, and it's coming to a sales team near you. With new privacy legislation like the GDPR arriving later this year, we are likely to see an increase in the concept of permission sales. Emerging technology: Rise of the AI sales agent The reality for many in sales is that too much time is spent on administrative tasks. While most of these tasks are a necessary part of the job, it's intriguing to think about how AI and smarter selling technology may potentially absorb this work in the coming years. The priorities of prospecting, researching, identifying needs, preparing content for calls and meetings, and even providing proactive customer service are all tasks that an algorithm can potentially do more efficiently than any salesperson. If this is the case, more time can be spent on real revenue and career-driving goals, like closing deals. Join us live March 15, 2018 Interested in this topic? Join us for our upcoming free webinar: AI and the Future Role of the Salesperson with Oracle's Madhukar Kumar. He’ll discuss the reality of selling in the years to come and introduce you to some impressive emerging technology that can help salespeople to, "always be closing." Register Today >

Join us for our upcoming free webinar: AI and the Future Role of the Salesperson with Oracle's Madhukar Kumar.  Register Today >   "Always Be Closing" is no longer just a sales mantra popularized from the...

Customer Experience Strategy

Tear Down These Data Siloes! - The Case for a Chief Data Officer

Our approaches to serving customers have become so disconnected that it’s stunning. There’s a real opportunity for companies to gain a competitive advantage by providing superior customer experiences.  They can do this by taking a strategic approach to how they manage their data assets.  Failure to do this risks damaged reputations, revenues, and hinders the ability to succeed in new markets. The role of data within organizations must change from being departmentally siloed, to being centrally managed. Breaking down these siloes is more of an organizational challenge than a technical one, requiring a data strategy, the correct level of ownership, and corporate governance. This means having a C-level supported, organization-wide understanding of the customer, broad executive level ownership, and a well-managed change control process to ensure ongoing data quality and trust in the data across the organization. Your teams may analyze website trends and tweak marketing programs to lure back shopping cart abandoners.  These are certainly important use cases.  But, the notion of capitalizing on your data requires you to re-orient the whole organization around the customer, and likewise, how your customer interacts with your brand throughout the entire customer journey.  CX = The Case for a Chief Data Officer Data-centric use cases mainly focus on customer acquisition, whether increased website visitors, optimized purchase funnels, targeted re-marketing programs or personalized advertising. This only scratches the surface because data can be used to impact every touchpoint for the customer beyond sales and marketing, including customer support, service and loyalty. Once data is connected to form deep meaningful customer intelligence, you connect that intelligence to provide connected, seamless customer experiences (CX). These are the opportunities waiting for companies that think more broadly about their data assets. Companies that provide CX leadership are creating a new position called the Chief Data Officer. I consider it more of a persona than a job title. However you define it, this person is responsible for breaking down data siloes and figuring out what it means to turn data into a competitive, proprietary business asset. Dynamics Driving Change – Get on or Get Out of the Way! Data as a business asset is hardly new.  So, what’s the urgency to accelerate this?  Customers demand highly relevant, contextual experiences: Consumers are savvy, well informed, and demand top-notch, relevant brand experiences. This challenges brands to better understand the discreet needs of individuals and to use that intelligence to deliver the most personalized experiences possible. Enterprises that embrace a data-driven culture by harnessing all data at every opportunity in order to differentiate itself across the complete customer experience will be rewarded by their customers. Channel proliferation and the Internet of Things (IoT): The volume of digital interactions and their complexity keeps growing. The way customers engage with your brand almost always involves a variety of channels and devices. IoT expands the definition of a digital touchpoint beyond a human to any network-enabled object. Companies must rethink how to leverage all this new data to drive real-time decisions and avoid the creation of more data siloes. Data security concerns: A data breach can immediately destroy a brand’s reputation. As software is increasingly delivered as a service over the cloud, and behavioral data volumes grow and fragment, data security rises to the top of executives’ priorities. Companies must re-consider how they manage their customer intelligence with the clear recognition that the data chain is only as strong as its weakest link. When data is considered a business asset, it has the power to create competitive business advantages for your organization. It will require a cultural shift for many organizations, but now is the time to start. The alternative is to be left behind and lose your most valuable customers to your competitors.

Our approaches to serving customers have become so disconnected that it’s stunning. There’s a real opportunity for companies to gain a competitive advantage by providing superior customer experiences. ...

Customer Service

Now Live: Answer Versioning for the Oracle Service Cloud Knowledge Foundation!

The highly-anticipated Answer Versioning feature has been released for Oracle Service Cloud Knowledge Foundation. Many of our customers requested this feature and we are excited to include it in the February 18A Release, available to our Knowledge Foundation users within the Console. Answer versioning allows knowledge authors to update, edit or change answer content without losing the historical content in a previous answer. Answer Versioning enables users to: Create Multiple Versions of an Answer Create as many versions as you like, and readily view historical data on each version. Authors can also set the review date for a given version, reminding admins to review its status in the future. Compare Versions of Answers View and compare two answer versions side by side. Schedule a Publish Date and Time Create a draft answer and publish that version on a specific date and time. View Versions Reports View various answer versioning reports to analyze live and historical information pertaining to each answer version. Respect Profile Permissions Maintain existing profile permissions, to ensure that specific users have appropriate access. To learn more about the February 2018 (18A) Release features and how to easily upgrade and take advantage of the latest enhancements, check out the Oracle Service Cloud Release Readiness. Want to see Answer Versioning and other cool new features up close at Modern Customer Experience 2018 during our What's New in Knowledge Foundation [BRK1460] session. To join us in Chicago register now!

The highly-anticipated Answer Versioning feature has been released for Oracle Service Cloud Knowledge Foundation. Many of our customers requested this feature and we are excited to include it in the Fe...

Customer Success Stories

How One Trucking Co Uses SmarterCX to Drive to Digital and More News

Enjoy our weekly round-up of top news stories across the CX landscape. Oracle CX Social Content: Another #OSvC #custsuccess! #Oracle #PlatinumPartner In Motion accelerates implementation & #cctr times to improve #CX w/@OracleServCloud http://ora.cl/GW0gI #OracleEmp - Click to Tweet How a 118 year-old B2B company leveraged social for sales: http://bit.ly/2BhIkKF via @social_shakeup with @NeilTolbert, @MackTrucks & @AngWWells, @OracleCX #OracleEmp - Click to Tweet @panasonic can deliver the most relevant & updated FAQ content to customers thanks to @OracleServCloud http://ora.cl/fF8hY #OracleEmp - Click to Tweet The race to build the best #chatbot - @Oracle_AlexD looks at three contenders leading this latest trend in #AI: https://buff.ly/2H81VgP #SmarterCX #OracleEmp - Click to Tweet Will you take the #Markie gold? Make your submission for the 12th Annual #MarkieAwards today! http://ora.cl/Yg7KG #OracleEmp - Click to Tweet Oracle Customer Experience Cloud Suite News: How a 118-year-old trucking company drove its CX transformation – Angela Wells, Diginomica, 2.15.18 By partnering with Oracle, Mack Trucks underwent a CX transformation to extend its data-driven marketing and sales initiatives to create a connected customer experience. Why Messaging Matters: Tips for Engaging with Distracted Audiences – Lauren Olsen, Footwear News, February 2018 Issue According to Oracle Marketing Cloud’s Austin Miller, retail marketers should focus on delivering marketing in the moments when they have a customer’s captive attention. Industry News: How to build a better marketing strategy using new technologies available today – Nandini Rathi, MarTech Today, 2.15.18 CMOs should rethink how they manage and execute marketing to deliver more personalized and less algorithmic campaigns as AI-driven marketing continues in 2018. Debunking the myths of ‘retail disruptors’ – Deena M. Amato-McCoy, Chain Store Age, 2.14.18 The success of true retail disruptors ultimately lies in their ability to deliver a great customer experience as a result of strategic technology investments. Reality Check: 3 Things to Keep in Mind as AI Comes to Sales – Jim Dickie, DestinationCRM, 2.12.18 As AI becomes more prominent, the influx of new metrics and data will inevitably have an impact on sales training, the role of the salesperson, and sales management. 5 AR Predictions For 2018 – Sarah Nicastro, Field Technologies Online, 2.9.18 The five biggest trends that will impact the enterprise AR market in 2018 include the expansion of AR use cases and greater adoption of AR in logistics and service. Innovation Google to acquire Xively IoT platform from LogMeIn for $50M – Techcrunch, 2.15.18 Google wants to use this purchase as a springboard into the growing IoT market, which it believes will reach 20 billion connected things by 2020. Qualcomm ramps up IoT business in Brazil – Angelica Mari, Zdnet, 2.9.18 Qualcomm is placing its bets in the development of the local Internet of Things ecosystem, launching a reference center for the development of smart cities products in Brazil. Amazon may be developing AI chips for Alexa – Matthew Lynley, Techcrunch, 2.12.18 Amazon is working on building AI chips for the Echo, which would allow Alexa to more quickly parse information and get those answers. Field Service Augmented Reality to Transform Field Service Industry – Cioreview, 2.14.18 AR is likely to play a significant role in the field service industry in the future. According to an estimate by Goldman Sachs, AR and virtual reality (VR) will turn into an $80 billion market within a decade. Customer Service Hoping for better customer service, travelers turn to Facebook's Messenger – Washingtonpost, 2.14.18 Messenger platform lets companies resolve customer queries in a more efficient and personalized way. The company gets the privacy it wants and it also can try to sell you things. How Zappos And Nordstrom Use Convenience To Create Confidence – Shep Hyken, Forbes, 2.11.18 79% of shoppers have used text messages, messenger apps, or voice devices to connect with retailers. Retailers are even tapping into new tech like Facebook Messenger chatbots to communicate with customers on the platforms they use most.

Enjoy our weekly round-up of top news stories across the CX landscape. Oracle CX Social Content: Another #OSvC #custsuccess! #Oracle #PlatinumPartner In Motion accelerates implementation & #cctr times...

CX News & Events

Two Days Left to Submit a Nomination for a Markie Award!

Oracle Commerce customers have just two days left to enter to win a prestigious Markie Award which honors excellence in marketing and commerce! This year, The Markie Awards will include several commerce categories. The Markies Awards, now in their 12th year, shine a spotlight on organizations that have delivered superior customer experiences with technology, expertise, and creativity. This is a great chance for our customers to earn industry recognition for their great work! There are seven categories that are highly relevant to commerce professionals. Finalists will be notified in advance. One member from each finalist company will get a free pass to Oracle’s Modern Customer Experience event in Chicago on April 10-12, 2018 and can attend the awards gala to claim their Markie Award live on stage! See highlights from 2017! Here are the categories related to commerce this year: Best B2C Commerce Experience Best B2B Commerce Experience Best Mobile Experience Best Omni Channel Marketing Program Best Overall Customer Experience Best Testing and Optimization Rapid Transformation If you would like to be nominated (or would like to nominate another deserving company), please let us know. We’re happy to help with the nomination process. The deadline is February 16, 2018 at 5pmPST, so please reach out to Bob Meixner ASAP if you’d like to submit a nomination. Have questions about The Markie Awards? Visit the award FAQ for more information. If you’re an Oracle Commerce Cloud customer interested in attending our Modern Customer Experience event, you're invited to join us for our Commerce Cloud Strategy Council Day on April 9, the day before the event starts. Please also reach out to us for speaking opportunities and other ways to get a free pass to the conference. If you’re an Oracle Commerce partner interested in attending Modern Customer Experience, we have a number of opportunities for you to participate in our event—from speaking opportunities to sponsorships. Just reach out to us! 

Oracle Commerce customers have just two days left to enter to win a prestigious Markie Award which honors excellence in marketing and commerce! This year, The Markie Awards will include several...

Customer Experience Strategy

Avoid Commerce Paralysis by 1000 RFP Questions!

5 Key Conversations to Drive Commerce Innovation Have you ever run a RFP process, only to realize that you chose incorrectly because after sifting through hundreds or thousands of responses you couldn’t tell the difference among vendors?  You’re not alone. 40% of CIOs state that unclear objectives are a primary reason IT projects fail. History need not repeat itself.  I’m here to provide you with some guidance to identify the key conversations to help empower you and your team to make the right vendor selection that prepares your business for innovation and growth. I hope these questions provide a guide from which to approach the evaluation and highlight the true drivers of buying decisions that will help propel your business forward. Knowing that most businesses are experiencing significant and systematic change, I believe it is imperative for companies to widen the strategic lens under which they evaluate their vendors. Where is your business headed? Companies must evolve and innovate at the speed of opportunity to survive and succeed. Innovation takes on many forms; acquisitions, organizational transformations, shifting business models, new market entries, product diversification and so on.  When evaluating commerce platforms, this translates into understanding the following questions:  Is the platform modern enough to evolve with your business?  Can it handle multiple, distinct business models? What will it cost to grow? What will it cost to upgrade & adopt new features? What will be the time, effort and resource requirements to handle these criteria? To be successful when the customer experience is constantly shifting requires thinking about business needs 3 to 5 years out.  What is your customer experience vision?  How do you think your customer experience strategy will evolve over time? Organizations typically select vendors and platforms that meet their needs today but fail to deliver in the future without a guiding framework. The key factors are the inherent flexibility of a platform that enables the business and technical teams to create and change new customer experiences quickly per changing business and consumer dynamics. How do you define and fulfill the end-to-end customer experience? End-to-end customer experience requires more than just a commerce platform.  It also requires an ecosystem of applications that are either interconnected, or can be easily tied together through web services. You need to understand how the commerce platform fits into your specific ecosystem from both a business and technical integration perspective. This critical element that should be at the heart of your evaluation.  What are your top priorities for your new ecommerce platform?  Every business has their own set of circumstances, pain points and triggers for starting a commerce platform evaluation. Relentlessly focus on the main priority to hone in on the must-haves in the solution. Break these priorities down into what I call ‘absolutes and relatives.’   I’ve highlighted some common drivers.  Business Absolutes TCO – Let’s say management has asked you to reduce operational costs. You need to understand the differences when vendors talk about cloud and SaaS. Look at subscription + hosting (if any) + 3rd party services + upgrade costs + developer costs to calculate TCO. Include variables such as network traffic costs and forecasted revenue growth. If you are looking at revenue share models and your business has a high rate of returns, include the impact of GMV vs. NMV.  Business models – Your business is evolving and transforming. You need to know if the platform can natively support multiple business models. Mobile –  With the explosive growth in mobile, being natively responsive is critical. Ask vendors about responsive and adaptive mobile capabilities. Business user tools and capabilities –  The business team needs to be more agile and take control over day-to-day tasks. Which ones can be performed by the business without IT or developer involvement?  What do the out-of-the-box tools actually look like? Relationship – Let’s presume your company wants a strong, partner-like relationship with your vendor before and after the sales cycle. This includes support for implementation, feedback sessions with product management, co-marketing and community forums.  Are you just buying a software product? Or, do you prefer to you buy a software solution that’s backed by a services-oriented organization? Platform Absolutes Platforms and the supporting infrastructure are built and designed in very specific ways. Any changes made are often typically large-scale projects that require vendors to make significant investments.  Architecture – If you’re using a homegrown application that’s buckling under increased traffic with abysmal page load speeds, ask if the software (not just hardware) was designed to scale. Equally important is to understand the usage of different front and backend technologies.  Developer frameworks – Let’s say your SI partner is working with your development teams for on-going site work. Development velocity is low because your teams have to use some older technologies and everything is blowing up to be a massive project. What technologies and languages will the development teams use for frontend and backend development? Are these frameworks proprietary or industry open standard? What can the vendor offer in terms of PaaS?  Upgrades – You want to upgrade new features and functions more quickly so that you can meet the needs of both your evolving business and customer experience. Does the vendor handle upgrades?  What is the time and cost? What types of features and functions are being released with each upgrade (more on this below). Application ecosystem – You are rethinking your end-to-end customer experience and want to make it easier on the business from both a vendor management and integration perspective. Are you buying a point solution?  Or, does that vendor have an ecosystem of complementary SaaS and PaaS applications? How do those applications connect? Uncovering the Business & Platform Relatives Most serious commerce platforms are feature and function rich. Additionally, most platforms continually release new features and functions with the variable being the pace of new releases. The challenge is for businesses to understand the nuances of these features and functions.  A key consideration is to understand the vendor’s target audience and industry focus. Do they build for SMB, the mid market and or the Enterprise?  Do they build for retail, manufacturers, CPG, communications & telecom, hi-tech?   The depth of features and functions will vary depending on the target audience and industry focus. Most vendors offer functionality for promotions, catalog, search, pricing, personalization, payment, internationalization, experience management and content management. The difference comes not just from the depth of functionality, but also their future roadmap. A vendor building for SMB and retail will have a different approach than one that builds for mid-market and enterprise and focuses on several verticals. Features and functions are always being added. It’s a matter of vendor prioritization based on their target audience and industry focus.  In Conclusion One final note on prioritization – I know that the usage of the RFI / RFP came to mind here. Again, the challenge is that 500, 700 or 1000 questions will blur the lines of what is essential to drive your business forward.  Focus on the true absolutes and then understand the vendor’s target audience and industry focus to help set the framework of what you should expect from the vendor today and tomorrow.                      

5 Key Conversations to Drive Commerce Innovation Have you ever run a RFP process, only to realize that you chose incorrectly because after sifting through hundreds or thousands of responses you...

CPQ

Oracle Named a Leader in First Gartner CPQ Magic Quadrant

Gartner Recognizes Oracle’s Ability to Execute and Completeness of Vision By Chris Haussler, Sr. Principal Product Manager, Oracle Gartner has named Oracle a leader in the 2018 Gartner report “Magic Quadrant for Configure, Price and Quote Application Suites”, published January 29, 2018. Analysts Mark Lewis and Melissa A. Hilbert describe their views of the CPQ market and their evaluation of eleven vendors. We believe this Leader positioning acknowledges Oracle’s continued robust development investments, visionary roadmap, the implementation savvy of our global SI network and the value that our customers have achieved. The Promise of CPQ While the Gartner report provides some high level analysis, it only tells part of the story. The following Oracle CPQ Cloud differentiators are essential to the modern selling experience. AI-driven Deal Management: Oracle CPQ leverages the power of transactional data to provide real-time decision guidance to sales reps, approvers, and deal desk executives. It helps users find the optimal price to wins more deals without leaving money on the table. Built-for-purpose CPQ platform: Oracle owns the full architecture that drives its CPQ application. This minimizes operational risk, enables elastic scalability, and provides one-throat-to-choke accountability. Asset Based Ordering: Oracle CPQ offers native subscription management capabilities. With it, your sales reps initiate move-add-change-delete subscription transactions that seamlessly flow into billing and fulfillment systems. Oracle CPQ delivers on the promise of the subscription economy to your sales channels. Point-and-click Admin ease with upgradable extensibility: Some vendors offer adequate core CPQ functionality.  Others allow you to extend the application to meet unique business objectives. Oracle CPQ provides… The most robust CPQ feature set.  Oracle CPQ has over 17 years of cloud-based development. Point-and-click administration: Its drag-and-drop UI layout editors, document template editors, powerful table-based rules and Formula Management enable the non-technical admin to add products, update prices and keep your Sales team productive. Upgradable extensibility: Oracle CPQ’s standard functionality meets your business needs today and allows you to easily upgrade to get the latest new features. This is the promise of cloud-based CPQ. Don’t let your CPQ application hamstring your business. CPQ professionals need to dig deeper into the advanced functionalities that enable successful sales transformation projects. Give us a call and we’ll be happy to show you how to leverage Oracle CPQ to improve your sales process and your bottom line. Download the Gartner report Magic Quadrant for Configure, Price and Quote Application Suites by clicking here. Gartner Magic Quadrant for Configure, Price and Quote Application Suites, Melissa A. Hilbert, Mark Lewis, 29 January 2018. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner Recognizes Oracle’s Ability to Execute and Completeness of Vision By Chris Haussler, Sr. Principal Product Manager, Oracle Gartner has named Oracle a leader in the 2018 Gartner report “Magic...

CX News & Events

3 Reasons to Attend Modern Customer Experience 2018 in Chicago

"Customer service is not a department, it's an attitude!" - Unknown Calling all Customer Service professionals! Oracle is once again bringing our tribe together for Modern Customer Experience, April 10th -12th at McCormick place in Chicago! Join us and your service peers for the best customer experience event ever. (Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate.) Whether you're a first-time attendee looking to focus on the basics, or a customer service VP on the path to digital transformation, Modern Customer Experience 2018 is the only place to hone your CX craft. Here are three reasons to attend: 1) Get inspired. Hear directly from the companies pushing the limits of customer service from various industries. Cutting-edge service organizations at Pier 1 Imports, Lexus Nexus, Total Wine, Ameriprise Financial and many more will share their best practices and secrets to success. 2) Get innovative. Learn how emerging technologies like artificial intelligence, augmented reality, and IoT are changing the landscape of customer service. Witness the possibilities through compelling demonstrations, and conversations with industry experts, trusted partners, and your peers. 3) Get thinking. Take advantage of nearly 300 CX sessions, 90+ activities dedicated to Customer Service professionals, and pre-conference education workshops. Need some guidance? Don’t miss our customer showcase highlighting “The World’s Most Innovative Contact Centers.” Is field service essential to your business? The “Building for the Autonomous Technician” breakout session will spark your imagination. Or perhaps you want to differentiate your business through service innovation? Then look no further than our main stage event “Service for the Next Generation.” Don't be ordinary. Achieve legendary results for your company and your customers by joining thousands of your peers in Chicago this spring. In just three short days we can arm you with the information you need to future proof your service organization for the years to come. Not to mention we can all share stories over a delicious Chicago deep dish pizza. Register with the code DEVOTED between 2/13 – 2/14/18 for just $1,095–that’s $900 off the onsite conference rate.

"Customer service is not a department, it's an attitude!" - Unknown Calling all Customer Service professionals! Oracle is once again bringing our tribe together for Modern Customer Experience, April 10t...

Customer Service

Your Front Row Seat to Next Generation Service at Modern Customer Experience 2018

Jeff Wartgow, Senior Director, Product Management, Oracle Calling all Customer Service professionals! Oracle is once again bringing our tribe together for Modern Customer Experience, April 10th -12th at McCormick place in Chicago! Join us and your fellow service peers for the best customer experience event ever. Whether you’re a first-time attendee looking to focus on the basics, or a customer service VP on the path to digital transformation, Modern Customer Experience 2018 is the only place to hone your CX craft. Here are three reasons to attend: Inspiration  Hear directly from companies that are pushing the limits of customer service from various industries. Cutting-edge service organizations from Pier 1 Imports, Lexus Nexus, Total Wine, Ameriprise Financial and many more will share the best practices and strategies to their success. Innovation  Learn how artificial intelligence, augmented reality, and IoT are changing customer service. Witness the game-changing, transformative possibilities through compelling demonstrations, and conversations with industry experts, trusted partners and your peers. Thought Leadership  Take advantage of nearly 300 CX sessions, 90+ activities dedicated to Customer Service professionals, and pre-conference education workshops. Need some guidance? Don’t miss our customer showcase highlighting “The World’s Most Innovative Contact Centers.” Is field service essential to your business? Then the “Building for the Autonomous Technician” breakout session will spark your imagination. Or perhaps you want to differentiate your business through service innovation? Then look no further than our main stage event “Service for the Next Generation.” Don’t be ordinary. Achieve legendary results for your company and your customers by joining thousands of your peers in Chicago this spring. In just three days we can arm you with the information you need to future proof your service organization for years to come. Plus, we can all share stories over a delicious Chicago deep-dish pizza! Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate.  

Jeff Wartgow, Senior Director, Product Management, Oracle Calling all Customer Service professionals! Oracle is once again bringing our tribe together for Modern Customer Experience, April 10th -12th at...

CX News & Events

Make Your Sales Experiences Legendary at Modern Customer Experience 2018

From April 10-12th, thousands of sales professionals will descend upon Chicago for Modern Customer Experience 2018. This is a once-a-year opportunity to sharpen your craft with advice from top brands, leading industry analysts, knowledgeable Oracle experts, and cutting edge technologists. Don’t settle for ordinary. Learn how to deliver superior experiences that your customers will rave about and your competitors will envy. Here are three reasons to attend 1. Get Inspired. Joining Oracle executives on the main stage are filmmaker, media mogul, and co-founder of Beme, Casey Neistat, as well as Jay Baer, president of Convince and Convert, a consulting firm that helps the world’s most iconic brands use technology to foster customer loyalty. Our lineup of featured speakers also includes Forrester’s John Bruno, who will discuss how AI is transforming sales and host another session focused on CPQ. Dozens of thought leaders and Oracle partners will offer their perspectives gained from working with large and small brands across every industry. 2. Get thinking. Choose from nearly 300 CX sessions featuring companies that are disrupting their industries, adopting emerging technologies and investing in cutting-edge sales strategies. Learn how Keurig implemented Oracle Engagement Cloud, leveraging the solution’s sales and service capabilities to drive unparalleled customer experiences. Old Dominion Freight Lines will share how it changed the way its sales team operates with the Oracle Enterprise Mobile app. Companies like Mercury Marine, Equifax, and Iconic will discuss what’s driving the newest CPQ visionaries during their panel discussion. You’ll leave the conference with fresh enthusiasm and actionable ideas to drive predictable, sustainable revenue growth for your company. 3. Get interactive. We’re kicking off the event early with Pre-Conference Sales Cloud Education on Tuesday, April 10th. Join us for two 90-minute sessions (9:30-11:00, 11:30-1:00pm). This interactive instruction will feature an Oracle Sales Cloud overview, and explore topics like Tailoring and Configuring Sales Cloud, Configuring Your Mobile app for Sales Cloud, Engagement Cloud, Analytics and CPQ education. Sessions are tailored for system administrators and sales operations, but we encourage any sales professional to attend! Free of charge, there is no need to register for the training. However, we expect them to be very popular, and are on a first-come, first-serve basis. Bonus Reason! Headlining this year’s CX Fest is the Grammy Award-winning band, Weezer. Need we say more? Hip, hip. We’ll see you in Chicago. Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate.  

From April 10-12th, thousands of sales professionals will descend upon Chicago for Modern Customer Experience 2018. This is a once-a-year opportunity to sharpen your craft with advice from top brands,...

CX News & Events

Join Commerce Professionals on the Path to Digital Transformation at Modern Customer Experience 2018

This April, join thousands of executives, business leaders, and technologists in Chicago for Modern Customer Experience 2018. Network with your peers–Commerce professionals eager to learn from top brands, industry analysts, Oracle product experts, and cutting-edge luminaries. With over 30 sessions dedicated to Oracle Commerce Cloud and Oracle Commerce (ATG Endeca) solution areas, attendees will learn the best practices and actionable tips to profitably expand and scale digital commerce for their own organizations. Here are three reasons to attend the most exciting commerce event of the year. 1. Achieve Legendary Results 
 Commerce and marketing leaders are looking to get a jump-start on-the future while increasing conversion, average order value, sales, and loyalty. Learn how to leverage disruptive and innovative technologies on your path to digital transformation. Must see sessions include Digital Disruption: A Guide for Brands and How AI Changes the Game When Delivering Personalized Experiences. 2. Improve Customer Insight and Optimize Interactions B2C and B2B commerce winners leverage data and intelligence to make better decisions faster and beat their competitors. Data and intelligence can easily be used to optimize interactions, including search interactions as outlined in the Unleashing the Power of AI on Your Search Experience session. 3. Develop Competitive, Differentiated Commerce Experiences 
 Differentiating your commerce experience requires modern cloud solutions that foster creative innovation that is free of boundaries and restrictions. You should also be able to work with cutting edge technologies to create the most compelling experiences and attract the best talent. Modern Customer Experience 2018 offers sessions geared toward IT and developers who want to go further and extend within the modern, secure Oracle Cloud. Check out the session entitled Go Beyond: Server Side Extension Examples and Best Practices. With nearly 300 CX sessions and an interactive pre-conference education program, you’ll leave the conference with fresh ideas and renewed enthusiasm to drive legendary customer experiences for your organization! I hope you’ll join us in April to learn, get inspired, and make 1:1 strategic connections. Now through April 9th, register for only $1395 with the code CXBLOG to receive $500 off the onsite rate. See you in Chicago!

This April, join thousands of executives, business leaders, and technologists in Chicago for Modern Customer Experience 2018. Network with your peers–Commerce professionals eager to learn from top...

CPQ

Oracle Recognized as Magic Quadrant Leader for CPQ and Other News

Enjoy our weekly round-up of top news stories across the CX landscape. Top CX Social Content: Brands love #OracleCX Suite because they can scale better #CX w/less work to deliver consistent, connected, #AI-driven, personalized experiences across the customer lifecycle http://ora.cl/U4PC5 #OracleEmp - Click to Tweet Welcome to @OracleCX Cloud's #ISV Program! Interested? Just watch the video for details: http://ora.cl/yX6Bo #OracleEmp - Click to Tweet Check out #Oracle expert @jlumsden views on #CRM implementation best practices http://ora.cl/8Pm2V #OracleEmp - Click to Tweet #ModernCX 2018 will be legendary! Wonder how? Watch this overview video of everything you can expect at the event, April 10-12: http://ora.cl/4KW5e #OracleEmp - Click to Tweet Proud to announce @Oracle is named a leader in the @Gartner_inc #MagicQuadrant for #CPQ Application suites: http://ora.cl/pv2sY #MQ #OracleEmp - Click to Tweet Oracle Customer Experience Cloud Suite News: B2B and B2C Markets Utilize Oracle CX Cloud Suite to Engage Customers – Marla Ellerman, Mobile Marketing & Technology, 2.5.18 Global B2C and B2B businesses have invested in Oracle Commerce Cloud to drive sales, customer loyalty and growth, according to Oracle CX Cloud’s Katrina Gosek. Oracle Recognized as a Leader in the Magic Quadrant for CPQ – Prnewswire, 2.8.18 Of the 11 vendors Gartner evaluated for the Magic Quadrant for CPQ Application Suites, Oracle was named a Leader based on the evaluation of its ability to execute, including Product or Service, Overall Viability, Sales Execution/Pricing, Market Responsiveness/Record, Marketing Responsiveness/Record, Marketing Execution, Customer Experience, and Operations, and its completeness of vision, including Market Understanding, Marketing Strategy, Sales Strategy, Offering (Product) Strategy, Business Model, Vertical/Industry Strategy, Innovation, and Geographic Strategy. Industry News: Three Areas for CMOs to Focus On – Patty Odell, Chief Marketer, 2.7.18 CMOs should focus on pursuing customer expertise, making marketing insights accessible, and establishing strong data-analytics capabilities, according to Deloitte. Automation will make customer service the most in-demand job in tech – Doug Clinton, Business Insider, 2.7.18 In the age of automation, customer service specialists offer three core capabilities that robots and bots can’t compete with: creativity, community and empathy. Six Unstoppable Disruptions in Marketing Technology – Sudipto Ghosh, MarTech Series, 2.6.18 Disruptions in marketing technology are shaping the way marketers use emerging technologies for customer experience management, content marketing and more. Survey: 81% Of Retailers Will Deploy Unified Commerce Platforms By 2020 – Marie Griffin, Retail TouchPoints, 2.5.18 Retailers are adopting cloud-based, unified commerce platforms to better compete in today’s fast-changing, omnichannel market. Mastering the Art of Emotional Customer Experience – Jennifer MacIntosh, CMSWire, 2.2.18 Deliver a personalized, relevant customer experience by identifying which desires are sparking customer interactions with a brand at each and every touchpoint. Innovation Mozilla announces an open gateway for the internet of things - Romain Dillet, TechCrunch, 2.6.18 Mozilla announced that anybody can now create an open gateway to control the IoT. First, Mozilla wants to create an open standard with the W3C around the Web of Things. Second, Mozilla is working on a Web of Things  Gateway so that you can replace your Amazon Echo, Philips Hue hub, Apple TV and Google Home with an open device. Field Service Mobile Workforce Management Offers Predictive Field Service – Editorial Staff, T&D World, 2.6.18 ClickSoftware has announced new capabilities for Field Service Edge, offering strategic capabilities that will improve field service efficiency and effectiveness. Customer Service Automation will make customer service the most in-demand job in tech – Doug Clinton, Businessinsider, 2.7.18 Customer service specialists will become the new rock stars of the technology industry in the age of automation.

Enjoy our weekly round-up of top news stories across the CX landscape. Top CX Social Content: Brands love #OracleCX Suite because they can scale better #CX w/less work to deliver consistent, connected,...

Oracle

Integrated Cloud Applications & Platform Services