In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further to understand the significant return of investment (ROI) attained from customer adoption of visual channels. Companies that adopt visual channels could expect to see a wide range of benefits. Higher Customer Satisfaction (CSAT) Research indicates that visual engagement is a...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further...
Considerations for moving from ATG (or IBM & hybris) to Oracle Commerce Cloud This is the million-dollar question we’ve heard more frequently in 2019 from major...
Considerations for moving from ATG (or IBM & hybris) to Oracle Commerce Cloud This is the million-dollar question we’ve heard more frequently in 2019 from major brands and retailers with large IT teams that manage on-premise infrastructure and highly-customized licensed software. Others license a “cloud” version and use a third-party hosting provider to offload some of the operational hassle and maintenance. But, all of them have struggled with their timeline of this...
Considerations for moving from ATG (or IBM & hybris) to Oracle Commerce Cloud This is the million-dollar question we’ve heard more frequently in 2019 from major brands and retailers with large...
Customer Service is the backbone of any company – large or small. An effective CX strategy focuses on empowering service teams with the right tools and training...
Customer Service is the backbone of any company – large or small. An effective CX strategy focuses on empowering service teams with the right tools and training towards driving long term customer satisfaction and loyalty, while also ensuring the best engagement experience for the company’s web site visitors and customers. These factors are essential to the success of the company’s brand and revenue growth. Today’s customers expect to be able to engage with customer service...
Customer Service is the backbone of any company – large or small. An effective CX strategy focuses on empowering service teams with the right tools and training towards driving long term...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We wanted to understand the correlation between CX performance and the maturation of emerging technologies and validate the extent to which adopters are driving business success. Further, we also wanted to understand what distinguishes the leaders who are aligned with CX best practices. We published these insights in a brand...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We wanted to understand the correlation between...
Technology continues to shape the way we shop and conduct business. For consumers, the expectation is that the way we transact will keep pace with innovation,...
Technology continues to shape the way we shop and conduct business. For consumers, the expectation is that the way we transact will keep pace with innovation, and remain seamless behind the scenes. In this Q&A, I spoke with Oracle Commerce Cloud partner, Worldpay, Spiros Theodossiou, SVP of Product. He shares insights into some of the changes underway in the payment industry and predicts what the future of payments may hold. 1. I think there is often a perception that...
Technology continues to shape the way we shop and conduct business. For consumers, the expectation is that the way we transact will keep pace with innovation, and remain seamless behind the scenes. In...
The planning and zoning landscape has changed dramatically. The sharing-economy, increased focus on sustainability, shortage of affordable housing and...
The planning and zoning landscape has changed dramatically. The sharing-economy, increased focus on sustainability, shortage of affordable housing and demographic changes are affecting how communities are shaped and how cities are planned. The public’s changing expectations of customer service demands that interactions with government be simple and transparent. Meanwhile, regulatory changes continue to impact all aspects of planning and zoning in your community. In short,...
The planning and zoning landscape has changed dramatically. The sharing-economy, increased focus on sustainability, shortage of affordable housing and demographic changes are affecting...
“I’m running on fumes right now.” “Wow, that customer I called was NOT happy.” “Ugh, I hate having to log interactions.” These are a few of the unpleasant...
“I’m running on fumes right now.” “Wow, that customer I called was NOT happy.” “Ugh, I hate having to log interactions.” These are a few of the unpleasant thoughts many sellers express on a daily basis. I would know, because they were some of my own thoughts when I was in sales. Your sellers probably think the same, since most days they continue to perform the same processes from punch-in to punch-out like the noble worker bee. Upper management may brush off complaints like...
“I’m running on fumes right now.” “Wow, that customer I called was NOT happy.” “Ugh, I hate having to log interactions.” These are a few of the unpleasant thoughts many sellers express on a daily...
My son plays youth hockey, which requires spending a lot of money on equipment and uniforms. He and his teammates were excited about wearing their new hockey...
My son plays youth hockey, which requires spending a lot of money on equipment and uniforms. He and his teammates were excited about wearing their new hockey sweaters, which are fancy like the pros, with embroidered names, logos and numbers. But, when it arrived, it was extremely small. After squeezing into it, this thing looked like a tube top on him! Turns out that among his 15 teammates, 9 of them got the wrong size! Major disappointment set in fast. Add to it a flurry...
My son plays youth hockey, which requires spending a lot of money on equipment and uniforms. He and his teammates were excited about wearing their new hockey sweaters, which are fancy like the pros,...
We at Oracle are excited to once again be named a 'Leader' in the Gartner Magic Quadrant for Field Service Management, based on our ability to execute and...
We at Oracle are excited to once again be named a 'Leader' in the Gartner Magic Quadrant for Field Service Management, based on our ability to execute and completeness of vision. According to Gartner, the vendors in this report were raecognized based on how they “reflect customers’ new expectations in areas such as digital technician support, outcome-based service business models, and AI-driven scheduling and decision support. When assessing vendors, look for packaging of...
We at Oracle are excited to once again be named a 'Leader' in the Gartner Magic Quadrant for Field Service Management, based on our ability to execute and completeness of vision. According to Gartner,...
