Thursday Oct 11, 2012

Calling Customer Service Leaders

and by Suzy Meriwether

The Customer Service Leader is under greater pressure today than ever before. With rapid adoption of new communication technologies and devices by customers, customer expectations are on the rise and social media provides a venue to share their experiences.

To respond to these industry change drivers, Customer Service Leaders need to deliver a superior customer experience, achieve operational excellence, and transform their service organization.

Oracle is hosting a series of evening seminars to discuss these drivers and how to improve efficiency within the service organization while treating every interaction as an opportunity to deliver superior customer experiences and increase revenue throughout the entire customer lifecycle.

Miami – November 7th @ Marlins Park – Call to register: 1-800-820-5592 x 10996
Dallas – November 8th @ Cowboys Stadium – Call to register: 1-800-820-5592 x 11016
Philadelphia – November 13th @ Rodin Museum – Call to register: 1-800-820-5592 x 11013

Be sure to mention you heard about this event from the Oracle CX Blog. I hope to see you there.

Monday Oct 01, 2012

OpenWorld: Our (Road) Maps are Looking Good!

Oracle OpenWorldWow, only one (or two) days down at Oracle OpenWorld! Are you on overload yet? I'm still trying to figure out how to be in 3 sessions at the same time... I guess everyone needs to prioritize!

There was a lot to see in Monday's sessions, especially some great forward-looking roadmap sessions. In case you aren't here or you decided to go to other sessions, this is my quick summary of what I could capture from a couple of the roadmaps:

  • Fusion Roadmap SessionIn the Fusion CRM Strategy and Roadmap session, Anthony Lye provided an overview of the Fusion CRM strategy including the key design principles of 3 E's: Easy, Effective and Efficient. After an overview of how Oracle has deployed Fusion CRM internally to 25,000 users worldwide, Anthony discussed the features coming in the next release, the releases in the next 12 months and beyond. I can't detail too much since you haven't read Oracle's Safe Harbor statement, but check out Fusion Tap and look for new features and added functionality for sales prediction, marketing, social and integration with a number of the key Customer Experience products. 
  • In the Oracle RightNow CX Cloud Service Vision and Roadmap session, Chris Hamilton presented the focus areas for the RightNow product. As a result of the large increase in development resources after the acquisition, the RightNow CX team is planning a lot of enhancements to the functionality, infrastructure and integrations. As a key piece of the Oracle Customer Experience (CX) strategy, RightNow will be integrated with Oracle Social Network, Oracle Commerce (ATG and Endeca), Oracle Knowledge, Oracle Policy Automation and, of course, further integration with Fusion Sales and Marketing. Look forward to seeing more on the Virtual Assistant, Smart Interaction Hub and Mobility.

In addition to the roadmaps, I was looking forward to hearing from Oracle CRM customers. So, I sat in on two great Siebel customer panels:

  • The Maximizing User Adoption Rates for Siebel Sales and Siebel Partner Relationship Management panel consisted of speakers from CSL Behring, McKesson and Intuit. It was great to get an overview of implementations for both B2B and B2C companies. It was great hearing that all of these companies have more than 1,000 sales users (Intuit has 4,000) and how the 360 degree view of the customer in Siebel is helping these customers improve their customers' experience (CX). They are all great examples of centralized implementations which have standardized processes across the globe and across business units. 
  • Waste Management, Farmers Insurance and the US Citizenship & Immigration Services presented in the Driving Great Customer Experiences with Siebel Service Applications session. Talk about serving large customer bases! Is it possible that Farmers with only 10 million households is the smallest of these 3? All of them provided great examples of how they are improving the customer experience (CX) including 60-70% improvements in efficiency or reducing the number of applications the customer service reps (CSRs) need to use from 10 to 1 (Waste Management) and context aware call transfers to avoid the caller explaining their issue 3 times (USCIS).

DEMOgroundsSo that's my wrap up of only 4 sessions from Monday. In between sessions, I stopped by the Oracle DEMOgrounds and CRM Pavilion to visit with a group of great partners and see the products and partner integrations in action.

Don't miss a recap of Mark Hurd's Keynote. I can't believe there were another 40+ sessions covering CRM, Fusion, Cloud, etc. that I missed today! Anyone else see any great sessions?

Thursday Sep 27, 2012

RightNow CX @ OpenWorld: What to Experience

RightNowWe want to welcome our RightNow CX customers to Oracle OpenWorld next week. Get ready for a great week and a whole new experience!

For a high level overview of what is going on during the week, please review these previous posts: Is There a Cloud Over OpenWorld? and What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12. Also, don't forget you can add on the Customer Experience Summit @ OpenWorld to make your week even more complete and get involved with the Experience Revolution!

Below is a highlight of only some of the RightNow related sessions at OpenWorld. Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity.

No better way to start off than hearing where Oracle RightNow is going!

Oracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from David Vap and his team of Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Oracle OpenWorldInterested in the Cloud and want to know why some leading CIOs are moving to the cloud? You can hear first hand from CIOs from Emerson, Intuit and Overstock.com: CIOs and Governance in the Cloud (CON9767) - Oct 3, 11:45 AM.  

And of course there are a number of sessions that drill down into more specific areas. Here are just a few:

  • Deliver Outstanding Customer Experiences: Oracle RightNow Dynamic Agent Desktop Cloud Service (CON9771) - Oct 1, 4:45 PM. This session covers how companies have delivered exceptional customer experiences and how the Oracle RightNow Dynamic Agent Desktop Cloud Service roadmap will evolve in the future. The Oracle RightNow Contact Center Experience suite includes incident management, knowledge, guided processes, and other service capabilities to unify the customer experience across channels. Come learn about the powerful tools that enable even your junior agents to consistently provide outstanding service across all customer interaction channels.
  • Self-Service in the Age of Data Intimacy (CON11516) - Oct 1, 3:15. Even though businesses are generating more and more data around their relationships and interactions with customers, very little of the information a business generates ends up available to the contact center and even less is made available to the online service experience. The generic one-size-fits-all approach that typifies most online service experiences ultimately fails to address all user needs, and that failure ultimately leads to the continued use of high-cost agent-assisted channels for low-value interactions. This session introduces Oracle RightNow Web Experience’s Virtual Assistant and discusses how you can deliver rich, engaging, highly personalized experiences with the quality of agent-assisted service at a much lower cost.
  • Improve Chat Experiences: Best Practices for Chat Pilots and Deployments (CON11517) - Oct 1, 4:45 PM. Today’s organizations are challenged to grow revenue and retain customers with fewer resources, and many have turned to chat as an approach to improving the customer experience, increasing sales conversions, and reducing costs at the same time. From setting goals and metrics and training staff to customizing and tuning the solution, this session provides best practices and lessons learned from a broad set of implementations to help you get the most out of your chat solution.
  • Differentiated Experience with Web Service (CON9770) - Oct 2, 1:15 PM. A reputation for excellent customer service can differentiate your brand and drive revenue. In this session, learn how to develop that reputation by transforming your online self-service into a highly interactive, branded customer experience. See live examples of how Oracle RightNow Web Experience has helped customers deliver on their Web service strategies.
  • Unifying the Agent’s Engagement Console (CON11518) - Oct 2, 1:15 PM. Does your customer experience suffer because your agents are toggling between multiple tools? Do your agent productivity and morale suffer as well? Come to this session to learn how Oracle RightNow CX Cloud Service seamlessly unifies these disparate systems into a single engagement console. Regardless of channel, powerful adaptive tools consistently guide agents across contextually aware personalized workflows. Great agent experiences drive great customer experiences.
  • Oracle RightNow CX Cloud Service and the Oracle Customer Experience Portfolio (CON9775) - Oct 3, 10:15 AM. This session covers how Oracle’s integrated suite of customer experience (CX) products fits with the Oracle CX portfolio of products (Oracle Fusion Customer Relationship Management; the Oracle ATG, Oracle Endeca, and Oracle Knowledge product families; and Oracle Business Intelligence) to increase revenues, strengthen customer relationships, and reduce costs across the entire end-to-end customer lifecycle for companies that sell to consumers and those that sell to businesses.
  • Greater Insights from Customer Engagements (CON9773) Oct 4, 12:45 PM. In this session, hear how to leverage service interaction insights, customer feedback, and segmented service engagements to improve the customer experience. Discover how customers, such as J&P Cycles, learn and take action based on business insights gained through their customer engagements.

Again, these are just some of the sessions, so check out the Content Catalog for details on Knowledge Management, Customization, Integration and more in the Oracle Develop stream for Customer Experience. Be sure to visit the Oracle DEMOgrounds in the Moscone West Exhibit Hall.

If this is your first OpenWorld, welcome! If you are returning, hi again and enjoy!

Wednesday Sep 26, 2012

Oracle Customer Experience Summit @ OpenWorld

Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution?  Find out from experts at a one-of-a-kind event:  Oracle Customer Experience Summit @ OpenWorld

Preview the Conference Schedule for October 3 – 5, 2012

Registration - Wednesday October 3, 7:00 a.m.–6:30 p.m.
Westin St. Francis, Moscone West, South, Hilton San Francisco, and Hotel Nikko

Sample Sessions:
The Experience Imperative - Wednesday October 3, 12:30 p.m.–2:30 p.m.
Mark Hurd, President, Oracle
Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy
David Vap, Global Vice President, Product Development, Oracle
Mike Svatek, Chief Strategy Officer, Bazaarvoice

Leading the Experience Revolution - Wednesday October 3, 3:45 p.m.–4:45 p.m.
Seth Godin, Best-Selling Author, Founder of Squidoo.com
David Vap, Global Vice President, Product Development, Oracle

Driving a Customer Experience Strategy - Wednesday October 3, 5:00 p.m.–6:00 p.m.
David Vap, Global Vice President, Product Development, Oracle
Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

Register now.

Friday Sep 21, 2012

B2B Commerce Best Practice Round Table

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

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

Topics of discussion will include:

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

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

Learn more and register!

Tuesday Sep 18, 2012

Oracle Commerce Best Practices for the Communications Industry

 

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

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

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

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

Friday Sep 14, 2012

Siebel CRM: Alive and Jamming at OpenWorld

Yes, a rock 'n roll reference in a CRM/Customer Experience blog entry! Sorry, but we are getting excited about OpenWorld and all of the great CRM and Customer Experience sessions we've been planning for the past 6 months (yes, we really do start planning in March!). I also heard that some band named Pearl Jam is making an appearance. Who's tried the Rock Band guitar solo for Alive? Way too difficult for an amateur like me.

Anyhow, we are supposed to be highlighting Siebel CRM at OpenWorld. Yes, Siebel will once again have a major presence at OpenWorld and there is a lot of new things to tell you about. If you search the OpenWorld Content Catalog with the tag "siebel", you'll find over 75 sessions. That's over 75 hours of opportunity to hear from Siebel customers, product managers, and implementers. While I invite you to read through the descriptions of all 75+ sessions or check out the OpenWorld Focus On Siebel document, I'd like to try and help with some highlights.

Siebel CRMThe roadmap and strategy session was mentioned in my previous post, but it is important enough to mention again. Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments. This session was FULL last year, so I strongly suggest you pre-register via the OpenWorld Schedule Builder.

Every year, my favorites are the customer panels, where you get hear 2, 3 or even 4 customers talk about their implementations and often share best practices and lessons learned.

  • Customer Panel: Business Benefits of Deploying Siebel CRM (Session ID: CON9717) - Oct 1, 10:45AM featuring GlaxoSmithKline, PNC Bank and Southwest Airlines.
  • Maximizing User Adoption Rates for Siebel Sales and Siebel Partner Relationship Management (CON9690) Oct 1, 12:15PM featuring CSL Behring, Intuit and McKesson.
  • Best Practices for Upgrading Your Siebel CRM Implementations: Customer Successes (CON9715) - Oct 1, 3:15PM featuring Citrix, Sunlife Financial and Oracle experts.
  • Driving Great Customer Experiences with Siebel Service Applications (CON9604) - Oct 1, 4:45 featuring Farmers Insurance, US Department of Homeland Security and Waste Management

There are also a number of customer case study sessions including: Lowe's (CON9740), American Red Cross (CON6535), Ontario Lottery & Gaming's Siebel Marketing and Loyalty (CON4114), and LexisNexis (CON9551). Also, an interesting session on optimizing Siebel on Oracle with ACCOR (CON4289).

OpenWorldHave you heard about the new Open UI for Siebel? If you haven't, you should! There are sessions focused on introducing you to the new functionality and how you can unleash the power of the new user interface: User Interface Innovations with the New Siebel “Open UI” (CON9703) Oct 2, 10:15AM and Unleash the Power of “Open UI” (CON9705) - Oct 3, 11:45AM.

Other Siebel-related topics you might want to check out:

  • Knowledge Management: Increasing Return on Your CRM Investments with Knowledge (CON9779) - Oct 1, 3:15PM
  • Mobile: Mobile Solutions for Siebel CRM (CON9697) - Oct 2, 5:00PM
  • Siebel Loyalty: Best Practices for Maximizing the Success of Your Loyalty Program with Siebel Loyalty (CON9588) - Oct 2, 5:00PM 
  • Siebel Marketing: Next-Generation Cross-Channel Insight-Driven Customer Dialogue with Siebel Marketing (CON9600) - Oct 3, 10:15AM
  • Integrating with Oracle Commerce: Administer Once and Deploy Everywhere: Integrating the Siebel, ATG, and Endeca Platforms (CON9761) - Oct 2 5:00PM

Finally, don't forget the Oracle Applications User Group (OAUG) Special Interest Group for Siebel on Sunday, September 30 at 2:15PM. And of course, the Demogrounds in Moscone West will be full of Oracle and partner demos and information on new solutions.

Wow! I told you there was a lot! Good luck finding the best sessions for you and have a great time at OpenWorld. Don't forget to sing along with Pearl Jam!

Thursday Sep 13, 2012

What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12

There is plenty to SEE for CRM during OpenWorld in San Francisco, September 30 - October 4!

As I mentioned in my earlier post about some of the keynote sessions, Is There a Cloud Over OpenWorld?, I'm going try to highlight some key sessions to help you find the best sessions for you. Interested to find out where Oracle CRM products are headed, then find your "roadmap" session. Here are some of the sessions in the CRM Track that you might want to consider attending for products you currently own or might consider for the future. I think you'll agree, there is quite a bit of investment going on across Oracle CRM.

Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity.

Anthony Lye, SVP, OracleGeneral Session: Oracle Fusion CRM—Improving Sales Effectiveness, Efficiency, and Ease of Use (Session ID: GEN9674) - Oct 2, 11:45 AM - 12:45 PM. Anthony Lye, Senior VP, Oracle leads this general session focused on Oracle Fusion CRM. Oracle Fusion CRM optimizes territories, combines quota management and incentive compensation, integrates sales and marketing, and cleanses and enriches data—all within a single application platform. Oracle Fusion can be configured, changed, and extended at runtime by end users, business managers, IT, and developers. Oracle Fusion CRM can be used from the Web, from a smartphone, from Microsoft Outlook, or from an iPad. Deloitte, sponsor of the CRM Track, will also present key concepts on CRM implementations.

Oracle Fusion Customer Relationship Management: Overview/Strategy/Customer Experiences/Roadmap (CON9407) - Oct 1, 3:15PM - 4:15PM. In this session, learn how Oracle Fusion CRM enables companies to create better sales plans, generate more quality leads, and achieve higher win rates and find out why customers are adopting Oracle Fusion CRM. Gain a deeper understanding of the unique capabilities only Oracle Fusion CRM provides, and learn how Oracle’s commitment to CRM innovation is driving a wide range of future enhancements.

RightNowOracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM - 11:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM - 1:15PM. The world’s most complete CRM solution, Oracle’s Siebel CRM helps organizations differentiate their businesses. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments.

Fusion CRMOracle Fusion Social CRM Strategy and Roadmap: Future of Collaboration and Social Engagement (CON9750) - Oct 4, 11:15 AM - 12:15 PM. Social is changing the customer experience! Come find out how Oracle can help you know your customers better, encourage brand affinity, and improve collaboration within your ecosystem. This session reviews Oracle’s social media solution and shows how you can discover hidden insights buried in your enterprise and social data. Also learn how Oracle Social Network revolutionizes how enterprise users work, collaborate, and share to achieve successful outcomes.

Oracle CRM On DemandOracle CRM On Demand Strategy and Roadmap (CON9727) - Oct 1, 10:45AM - 11:45AM. Oracle CRM On Demand is a powerful cloud-based customer relationship management solution. Come to this session to learn directly from Oracle experts about future product plans and hear how Oracle is committed to accelerating the pace of innovation and value to its customers.

Knowledge Management Roadmap and Strategy (CON9776) - Oct 1, 12:15PM - 1:15PM. Learn how to harness the knowledge created as a natural byproduct of day-to-day interactions to lower costs and improve customer experience by delivering the right answer at the right time across channels. This session includes an overview of Oracle’s product roadmap and vision for knowledge management for both the Oracle RightNow and Oracle Knowledge (formerly InQuira) product families.

Oracle Policy Automation Roadmap: Supercharging the Customer Experience (CON9655) - Oct 1, 12:15PM - 1:15PM. Oracle Policy Automation delivers rapid customer value by streamlining the capture, analysis, and deployment of policies across every facet of the customer experience. This session discusses recent Oracle Policy Automation enhancements for policy analytics; the latest Oracle Policy Automation Connector for Siebel; and planned new capabilities, including availability with the Oracle RightNow product line.

There is much more, so stay tuned for more highlights or check out the Content Catalog and search for your areas of interest. Which session are you most interested in? Make your suggestions! But no voting for Pearl Jam or Kings of Leon. Those are after hours! 

Wednesday Sep 12, 2012

Social By the Numbers




Friday Jul 20, 2012

Learn More About the Experience Revolution

When customers deal with your company, they want simple, consistent, and relevant experiences. Most successful companies would say that they try to create a good customer experience and have already invested in the systems, people, and training to develop it.

So what’s missing? Why is it becoming more difficult to meet customer expectations? What strategies will help your company differentiate itself in the view of your customers?

Join Oracle for an educational live event: the Customer Experience Online Forum, July 31, 2012, 8:00 AM to 1:00 PM Pacific.

Learn from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, Marriott International, Nikon and other thought leaders about the ROI of customer experience, what strategies leading brands use now to win over customers, and how Oracle solutions can help you succeed in the Experience Revolution.

Register now to join all or part of this informative, half-day live event. 

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