Tuesday Mar 24, 2015

A Big, Sexy Sales Platform Project?

Yes, you read that right. That’s how Leah Hill, Senior Director, Global Services Business Development for Kronos, describes the Oracle CPQ Cloud implementation for her services sales group. In fact, Hill says sales reps throughout the company are clamoring for access to the solution. We won’t blame you for wondering: What’s so exciting about CPQ Cloud?[Read More]

Thursday Mar 19, 2015

Oracle CRM Watchlist 2015 Winner

Leading CRM expert, best-selling author, analyst and regular contributor to ZDNet, Paul Greenberg, has listed Oracle as a 2015 winner on his CRM Watchlist. Paul is an advisor to both public and private organizations and continues to define the landscape of CRM including industry trends, challenges and opportunities. As the Executive Vice President of the CRM Association, and Chairman of the University of Toronto’s CRM Centre of Excellence, Paul is considered one of the industry’s top thought leaders.[Read More]

Monday Mar 16, 2015

Mobilizing B2B for the Modern Sales Experience

Recently, Scott Creighton, Vice President, Product Management, Oracle Sales Cloud and Technology Advice discussed the upcoming Modern Sales Experience Conference and how Oracle is looking to transform the modern sales experience. Here are a few highlights from the conversation...


[Read More]

Friday Mar 13, 2015

March 19 Webcast: Rockwell Automation Uses Innovation to Deliver Best-in-Class Global Support

Forbes Insights conducted a survey of 400+ customer service executives and found that 70% of high technology and manufacturing companies say they use knowledge management to provide relevant, accurate answers across any channel to both customers and agents. This percentage places both industries among the lead group. 

Rockwell Automation is a perfect example of a high technology AND manufacturing company that is leading the way. 

Please join us for an industry-focused webcast presented by ICMI, Rockwell Automation and Oracle. You will learn:

  • How Rockwell Automation uses knowledge-centered support (KCS) to provide quality service
  • Where Forbes identified customer support opportunities within high tech and manufacturing
  • What you can do to advance your modern customer service and support capabilities

Register today

Monday Mar 02, 2015

Four Key Qualities of a Customer Experience Leader by P. Cory Hogan

In the last three years as a Customer Experience Strategist for Oracle, I've had the unique privilege of personally discussing Customer Experience (CX) strategies with over 100 different brands. These companies have ranged from global conglomerates to niche startups, in Financial Services, Retail, Healthcare, Entertainment, Consumer Goods (CG) and High Tech.

Fortunately, many of the executives I've met with truly appreciate customer experience as a point of strategic differentiation as a company-wide goal. The CEO of one international CG manufacturer told me, “eventually anyone can sell similar products – it’s how we sell those products that will keep us ahead.” The founder of a start-up fashion line in New York City made nearly the same comment when she explained customers, “purchase our experience – and get a nice product, too.”

However, while most savvy executives drive and define the customer experience strategy, they are too encumbered with traditional responsibilities to take the lead in developing and executing that strategy. To overcome this hurdle, industry leading companies invest in Customer Experience Leaders. They also make certain that the individual reports very near to the CEO, to break down internal barriers.

As more companies recognize the critical role of the Customer Experience Leader, they will discover that the ideal CX candidate possesses four key attributes: 

  • First, the Customer Experience Leader has high Emotional Intelligence (EI). With high self-awareness, EI allows the appointed individual to work delicately among tenured employees across multiple internal organizations, and with deep empathy. EI also keeps customer experience leaders concentrated on the real emotions of customers. 
  • Second, the Customer Experience Leader is Creative, as ingenuity and resourcefulness allow customer experience endeavors to be both unique and transformative. 
  • Third, the Customer Experience Leader is AnalyticalDesign thinking is critical in this capacity, but it must also be balanced with the ability to mine data, assess feasibility, evaluate ROI, and architect processes. Though not necessarily abundant, such right brain (creative) + left brain (analytical) leaders do exist, and selective companies will benefit from the unique combination. 
  • Finally, the Customer Experience Leader is EclecticThe broader the experience, the greater is the innovation potential. Industry experts are often prisoners of their own perspectives, and many companies will find the best Customer Experience Leaders come from outside their own company, frequently working in diverse disciplines.

I challenge every company to align a commitment to CX with a dedicated Customer Experience Leader, one who possesses the traits and authority required for success. Our research indicates that 86% of customers are happy to pay 25% more for a better customer experience. A lucrative business benefit will follow–and justify–a proper investment in a qualified Customer Experience Leader.

Friday Feb 27, 2015

This Time What Happens in Vegas Won't Just Stay in Vegas: Join Us at the Modern Service Experience Mar 31–Apr 2 By Stephen Fioretti

With fast moving technologies in mobile and social, ever changing, blending and new interaction channels and rapidly change customer expectations, it’s more difficult than ever to deliver great customer service. It’s cliché to say that “service is the new marketing” but any interaction with a service organization through any channel creates an impression of your company. Great service often leads to customers recommending you to their peers.

To win new customers and retain your existing ones, you have to deliver a modern service experience. We are hosting an event on March 31 - April 2 at the Venetian in Las Vegas to help you learn how Oracle Service Cloud can help your company become a modern service organization. You’ll learn best practices from your peers, industry visionaries and Oracle experts. You’ll hear from industry analysts and influencers like Kate Leggett and Ian Jacobs from Forrester, Aphrodite Brinsmead from Ovum and more.  Customers from ASOS, BassPro, Comcast, Kohl’s, LinkedIn, Nintendo, Pella, Virgin America, Rockwell Automation and more will share where they are on their road to delivering Modern Customer Service.

You’ll hear about recent developments within the Oracle Service Cloud portfolio as well as new capabilities from two of our recent acquisitions: Oracle Co-browse (LiveLOOK) and Oracle Field Service Cloud (TOA Technologies). At our Ask the Experts sessions, you’ll have an opportunity to get one-on-one time with Oracle Service Cloud product experts in web self-service, contact center and knowledge management. We have put together a diverse agenda full of information and perspectives that will help you take your customer service strategy to the next level.

In addition to the great keynotes, roundtables and breakout sessions we've planned, we will also have plenty of opportunities for networking and fun! At an awards event on Wednesday morning, the Oracle Service Cloud team will present awards to some of our leading and innovative customers. And we hope you will join us that evening for the Service Cloud customer appreciation event at Tao Nightclub where we’ll dance, mingle and enjoy some great food and drinks. Later on that night, all of the Modern CX event attendees are invited to see One Republic perform.

It’s sure to be a productive trip, with opportunities to explore new technologies, trends and strategies, and to let loose a little with your peers and colleagues. As the saying goes; what happens in Vegas, stays in Vegas. Well, except for all the great things you’ll learn and the connections you’ll make while you are there.  See you at the event!

To get more information and register for the Modern Service Experience event, click here.  

Are Your Sales Interactions on the Road to Nowhere?

How many innovative or disruptive products do you encounter regularly? Probably more than you think. An interesting article in BusinessWeek a few months ago shared the 85 most disruptive ideas of the past 85 years. When reviewing the list, number 16 seemed a bit out of place: a relatively obvious invention from 1956 – the first container ship followed by standard dimensions for shipping containers. While this idea may be obvious in hindsight, the impact has been astounding.[Read More]

Tuesday Feb 24, 2015

Top 10 Reasons to Attend the Modern Sales Experience

Sales organizations are under continuous pressure to meet targets and deliver results, but the environment has changed – customers are more informed, they have more choices, and their expectations are higher than ever.  This is why we’ve compiled the best and brightest for our Modern Sales Experience Conference taking place March 31 – April 2, 2015, and we couldn’t be more excited! The Modern Sales Experience brings together a prestigious group of thought leaders and innovative companies who are leading the industry and making impactful changes in the areas of Sales and Customer Experience.

You won’t want to miss this event – but in case you’re on the fence and need a few more reasons to attend, we’ve compiled our top 10 reasons.

[Read More]

Friday Feb 20, 2015

Look Beyond Marketing When Considering Customer Experience by Gib Bassett

Most people think Customer Experience is about marketing, or the activities associated with the last mile of the shopping journey. However this misses the bigger picture of many factors that support a successful customer experience.

A great example of a company doing it right is 7-Eleven. As shown in this video, 7-Eleven leverages a common foundation for what it calls the “digital guest experience,” as well as its merchandising and accounting systems. In this way, 7-Eleven serves its customers personalized and mobile in-store offers. Where it goes beyond is in applying purchasing and behavioral insights to its merchandising and assortment strategies.

Less forward-thinking retailers could take a lesson from 7-Eleven’s approach. Consider the case of specialty retailer Wet Seal. I have followed Wet Seal for a few years – the company has been very progressive in its use of in-store mobile and social shopper engagement.

So I was surprised by recent news that the company was closing two-thirds of its stores. Reportedly, Wet Seal struggled to keep pace with fashion trends (style and price) – and experienced reduced foot traffic in the malls where it invested. Given their progressive shopper engagement practices, and the data and insights these efforts generate, I would have thought Wet Seal was in a better position to foresee changes in its customersand make different decisions regarding merchandise and assortments.

Wet Seal is not alone. Without an analytics-first approach to consumer engagement that encapsulates all facets of customer experience, retailers run the risk of focusing too heavily on the marketing aspect of the shopping journey.

For example, with deep analytics, Wet Seal would have noticed changes in customer behavior, such as greater price sensitivity, and merchandise indicators such as social chatter about preferences for competitor assortments. With such predictors of change in hand, Wet Seal could have altered pricing, promotion and assortments to stay ahead of customer preferences.

We should first accept that all shoppers are demonstrating connected behaviors, which make it essential and easy to understand what’s happening with them digitally. That’s certainly the case with 7-Eleven’s customers. Mobile and social channels can help shoppers navigate deals, alternatives and new customer experiences. Retailers can use this information to stay a step ahead.

In summary, retail customer experience should be based on an integrated view of the various business operations that support the customer’s experience. Marketing, store operations, online sales, merchandising, inventory, and service should operate off the same view of the customer providing agility and deep business intelligence.

Gib Bassett

CPG and Retail Industry Principal

Twitter @gibbassett

Friday Feb 13, 2015

ICMI Webcast: Forbes Reveals How Financial and Retail Companies Modernize Customer Service by Cedric Turner

Customers have lots of options. 
If you don’t deliver the right answers fast,
they’ll go somewhere else.

That’s one of the reasons knowledge is the top customer service investment, according to a recent Forbes survey of 400+ executives. Financial services and retail companies use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance.

Join this ICMI webcast on March 5 at 1 pm EST / 10 am PST to hear ICMI and Oracle discuss how companies are getting ahead on the Roadmap to Modern Customer Service.

You will learn:

Register Now


Joshua Dodge

Senior Client Success Manager, Oracle

Joshua Dodge, Senior Client Success Manager at Oracle, helps companies modernize their customer service organizations to drive more efficiencies and deliver a better experience. He helps clients accelerate their progress by partnering with them to develop a clear roadmap for modern customer service. Prior to joining Oracle, Josh worked in a variety of customer service and project management leadership roles, including at Sony where he managed call center operations globally, both in-house and outsourced. Josh earned his Master’s certification in Project Management and B.A. from the University of Wisconsin-Madison.


Kris Friday

Principal Solutions Consultant, Oracle

Kris Friday, Principal Solutions Consultant at Oracle, works with global financial services organizations to help them grow client relationships through implementing customer experience and engagement tools. Currently, Kris is working with a number of Fortune 500 companies on developing knowledge management strategies for delivering highly personalized service at less cost. Prior to joining Oracle, Kris worked with contact centers in a variety of industries, advising them on technologies to enhance the customer experience and improve overall efficiency.


Erica Strother

Community Specialist, ICMI

Erica Strother is the Community Specialist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. 

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