Ryan contributes to both the business user and developer-focused forum boards and has provided feedback to me on several different occasions about the Community (e.g. navigation, branding, goals, painpoints) and how we can continue improving the experience for and relationship with Community All-Stars.
I love getting Ryan's perspective, because he used to be a RightNow customer and then worked as an employee for RightNow and Oracle and now he works as a partner and continues to work regularly with customers. Between his experience in different organizations and his in-depth product knowledge, he provides very informed, multi-faceted feedback to my questions and can understand the different stakeholders' needs and goals that we're working to accommodate. He'll literally answer a question like, 'Well, partners want 'ABC,' customers want '456' and Oracle needs '789', which is so helpful! I also
had the pleasure of meeting Ryan in person at Modern Service Experience 2016, which was one of my top highlights from the conference.
Company: Oracle Gold Partner Eventus Solutions Group
How and when did you first learn about Oracle Service Cloud (RightNow)?
I first encountered RightNow as a customer in 2008 when I worked for a small hosting company in Virginia that used RightNow CX for its customer service operations.
What is your role at Eventus?
My current role is as a Senior Manager/Architect, so I'm responsible for design, architecture, and oversight of complex, innovative, enterprise-level projects and solutions.
How has Oracle Service Cloud helped you in your career?
As a former RightNow employee, Service Cloud (RightNow) served as my primary gateway into the world of Customer Experience, which is a huge, exciting and constantly-evolving field to be a part of.
What aspect of your role do you enjoy the most?
Problem-solving....how to take large-scale, multi-faceted business problems and apply the best people and technology towards building the best solutions.
What is something that you're proud of in your time of using Oracle Service Cloud?
At Eventus, we've worked with some of the world's largest and far-reaching organizations in order to dramatically improve business operations and customer experiences. The solutions have often been very public/visible in nature. Having had the opportunity to participate in projects of such magnitude is a rich and humbling experience.
What is your favorite part of Oracle Service Cloud?
I like extending the platform with complimentary technologies in order to create more robust experiences beyond what core CRM includes.
Describe Oracle Service Cloud in one word: Possibilities
What advice would you give to someone who is new to Oracle Servicice Cloud?
Get a blank site (aka test site), fire up the Oracle Service Cloud Community, and dive in.
What motivates you to share your Oracle Service Cloud expertise?
I don't want the solutions we build to become stale. I contribute in hopes that the shared knowledge will lead to more interesting and innovative applications.There are lots of smart people out there!
What are apps, software and tools (not including Service Cloud) that you can't live
What's your daily work space like?
Home office, triple monitor HUD and a fiber ISP.
What do you like to do on your days off?
Hiking, home improvement and home automation projects, and some game time.
What's the best vacation you've ever taken?
Going on a trip to Napa, CA with my wife.
Thanks to Ryan for participating in our member spotlight and helping us get to know you better. And of course, thank you for your contributions to the Community. Your willingness to share your experience and expertise are much appreciated by your peers and the Oracle Service Cloud team.