Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it...
Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it is a journey that must be purposely undertaken, performed crisply and executed successfully to thrive in the competitive world. Being viewed as a cost center creates an endless journey of continuous cost cutting, funding reduction, and the need to always be more efficient this year than last. It is a self-destructive...
Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it is a journey that must be...
As a customer experience (CX) consultant, I'm in a lot of contact centers, talking to executives about their CX initiatives. I often hear things like, "We...
As a customer experience (CX) consultant, I'm in a lot of contact centers, talking to executives about their CX initiatives. I often hear things like, "We installed a knowledge base, but we’re just not seeing the results we expected," "Proactive chat isn't giving us a lift in conversion," or "We installed a new agent desktop, but we’re not seeing the efficiency gains." So I ask some business process questions and typically find that their processes just don't support their...
As a customer experience (CX) consultant, I'm in a lot of contact centers, talking to executives about their CX initiatives. I often hear things like, "We installed a knowledge base, but we’re...
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...
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...
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...
In the last three years as a Customer ExperienceStrategist for Oracle, I've had the unique privilege of personallydiscussing Customer Experience (CX) strategies...
In the last three years as a Customer ExperienceStrategist for Oracle, I've had the unique privilege of personallydiscussing Customer Experience (CX) strategies with over 100 different brands. These companies have ranged from globalconglomerates to niche startups, in Financial Services, Retail, Healthcare, Entertainment,Consumer Goods (CG) and High Tech. Fortunately, many of the executives I've met withtruly appreciate customer experience as a point of strategic...
In the last three years as a Customer ExperienceStrategist for Oracle, I've had the unique privilege of personallydiscussing Customer Experience (CX) strategies with over 100 different brands. These...
Most people think Customer Experience is aboutmarketing, or the activities associated with the last mile of the shoppingjourney. However this misses the bigger...
Most people think Customer Experience is aboutmarketing, or the activities associated with the last mile of the shoppingjourney. However this misses the bigger picture of many factors that support asuccessful customer experience. A great example of a company doing it right is7-Eleven. As shown in this video, 7-Eleven leverages acommon foundation for what it calls the “digital guest experience,” as well asits merchandising and accounting systems. In this way, 7-Eleven serves...
Most people think Customer Experience is aboutmarketing, or the activities associated with the last mile of the shoppingjourney. However this misses the bigger picture of many factors that...
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...
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...
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...
On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an...
On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the Way You Innovate event in San Diego, CA.Accepting the award on behalf of Oracle, Igor Khalatian remarked that 2014 was an exciting year for co-browse technology. LiveLOOK, the company he founded in 2008, was acquired by Oracle with co-browse becoming an important feature of the...
On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the...
Consumer goods (CG) companies and retailers areasking how they can better engage with millennials to buy their brands andget them in the store. Given the...
Consumer goods (CG) companies and retailers areasking how they can better engage with millennials to buy their brands andget them in the store. Given the attractiveness and size of the millennialmarket (80 million), Interbrandand Oracle recently conducted a study to understand millennials from abehavioral perspective. The research findingsdetermined that five segment breaks exist within the millennial generation,based upon the clustering of their various attitudes and...
Consumer goods (CG) companies and retailers areasking how they can better engage with millennials to buy their brands andget them in the store. Given the attractiveness and size of...
As with any industry, there is a lot of lingo involved when talking about field service management. Don’t worry if you don’t know all of the terms: we’re here...
As with any industry, there is a lot of lingo involved when talking about field service management. Don’t worry if you don’t know all of the terms: we’re here to help. Here is a glossary of the top ten words and phrases that are frequently used in field service management. 1. Field Service Management Field service management is the practice of organizing, scheduling, and routing mobile employees. This sort of management is critical to the success of businesses in a wide...
As with any industry, there is a lot of lingo involved when talking about field service management. Don’t worry if you don’t know all of the terms: we’re here to help. Here is a glossary of the top...
