For Christmas, like many of you, I was given an Amazon Echo. While Alexa isn't as functionally capable as one would like I believe she will improve. One of my...
For Christmas, like many of you, I was given an Amazon Echo. While Alexa isn't as functionally capable as one would like I believe she will improve. One of my favorite features is the flash news briefing. Users have the ability to select the news sources and by simply saying "Alexa, tell me the news" she'll cycle through short audio summaries from those sources made available through the service TuneIn. It's great. While listening to my flash briefing this morning I heard a...
For Christmas, like many of you, I was given an Amazon Echo. While Alexa isn't as functionally capable as one would like I believe she will improve. One of my favorite features is the flash...
Conducting a post-mortem might sound like a fairly grim activity, but when done effectively, it is actually an important part of improving businesses. In the...
Conducting a post-mortem might sound like a fairly grim activity, but when done effectively, it is actually an important part of improving businesses. In the context of e-commerce, a post-mortem typically involves examining a project or campaign, figuring out the cause(s) of what occurred, and determining improvements for future iterations. The holiday period for many retailers is a critical time of year, often making up a significant portion of sales. As a result, evaluating...
Conducting a post-mortem might sound like a fairly grim activity, but when done effectively, it is actually an important part of improving businesses. In the context of e-commerce, a...
IDC ManufacturingInsights analyst Heather Ashton, in a recentblog post, discussed how emerging technology – particularly enterprisemobility – is helping...
IDC ManufacturingInsights analyst Heather Ashton, in a recentblog post, discussed how emerging technology – particularly enterprisemobility – is helping manufacturing organizations meet rising customerexpectations for superior service. Just as in traditional business-to-consumerscenarios, stellar customer service often hinges on the moment when amanufacturing organization is engaging with customers face-to-face – during afield service event. “In the manufacturing sector, from...
IDC ManufacturingInsights analyst Heather Ashton, in a recentblog post, discussed how emerging technology – particularly enterprisemobility – is helping manufacturing organizations meet rising...
By Michelle Brusyo, Senior Product Manager, Oracle Service Cloud Today’s consumers are more connected to social channels to support their daily lives than ever...
By Michelle Brusyo, Senior Product Manager, Oracle Service Cloud Today’s consumers are more connected to social channels to support their daily lives than ever and they are no longer just looking to brands’ Facebook or Twitter sites directly for service. They are seeking help from their peers for quick and easy answers. Modern consumers are looking for ways to self-serve more often than using any assisted service channel according to Forrester Research. Companies are...
By Michelle Brusyo, Senior Product Manager, Oracle Service Cloud Today’s consumers are more connected to social channels to support their daily lives than ever and they are no longer just looking...
Something struck me the other day that I haven’t been able to shake just yet – my 8 year old daughter said something like this to me – ‘why can’t we just go to...
Something struck me the other day that I haven’t been able to shake just yet – my 8 year old daughter said something like this to me – ‘why can’t we just go to the store to buy this, why do we need to shop online and find the best deal’. I had some good reasons (mostly driven by my desire not to deal with holiday crowds and not wanting to buy her another shopkin) but her question really caught me a bit off guard. It made me pause and think about my shopping behaviors. The...
Something struck me the other day that I haven’t been able to shake just yet – my 8 year old daughter said something like this to me – ‘why can’t we just go to the store to buy this, why do we need...
Part 1: Revenue Growth Part 2: Customer Experience Management Part 3: Complexity Management This is multi-part series on the 3 biggest pains each B2B...
Part 1: Revenue Growth Part 2: Customer Experience Management Part 3: Complexity Management This is multi-part series on the 3 biggest pains each B2B organization needs to overcome and the levers they can pull to be successful selling online. You can download the corresponding e-book here. Disruption is Upon Us As we said in part 1, the B2B market place is ripe for innovation. Now more than ever B2B sellers capabilities are misaligned with B2B buyers expectations. If,...
Part 1: Revenue Growth Part 2: Customer Experience Management Part 3: Complexity Management This is multi-part series on the 3 biggest pains each B2B organization needs to overcome and the levers...
By Jeff Lundal, Group Vice President, Oracle Service Cloud There are several known pain points keeping today’s ChiefMarketing Officers (CMO’s) up at night. And...
By Jeff Lundal, Group Vice President, Oracle Service Cloud There are several known pain points keeping today’s ChiefMarketing Officers (CMO’s) up at night. And let’s be honest, the painpoints haven’t changed that much over the years. For instance, how do Iquickly and effectively grow customer retention and brand loyalty? How doI increase brand advocacy? How do I show my Chief Executive Officer andChief Financial Officer solid return on investment regarding marketingspend?...
By Jeff Lundal, Group Vice President, Oracle Service Cloud There are several known pain points keeping today’s ChiefMarketing Officers (CMO’s) up at night. And let’s be honest, the painpoints haven’t...
“Service can be as creative and innovative as engineering.” That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group,believes. In fact, Pinder says...
“Service can be as creative and innovative as engineering.” That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group,believes. In fact, Pinder says that as product offerings across all industriesbecome more commoditized, service is quickly becoming one of the best waysfirms can effectively compete. Service these days is a broad term that encompasseseverything from web and video chat to customer service delivered via ourfavorite social channels. One critical type of...
“Service can be as creative and innovative as engineering.” That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group,believes. In fact, Pinder says that as product offerings across all...
This is a guest post by Justin King. Justin is a commerce adviser and strategist at BoxCar Interactive as well as the founder and chief evangelist at...
This is a guest post by Justin King. Justin is a commerce adviser and strategist at BoxCar Interactive as well as the founder and chief evangelist at eCommerce & B2B. When most people in the e-commerce industry discuss the digital B2B buyer, they often talk about the consumerization of B2B. Consumerization of B2B means that your buyers bring expectations to your site because they have been conditioned in their home buying experiences. That conditioning creates expectations...
This is a guest post by Justin King. Justin is a commerce adviser and strategist at BoxCar Interactive as well as the founder and chief evangelist at eCommerce & B2B. When most people in the...
