We had the opportunity to sit down with Michele Watson, senior vice president of customer care at online dating leader Match.com, where she and her team aid...
We had the opportunity to sit down with Michele Watson, senior vice president of customer care at online dating leader Match.com, where she and her team aid millions of customers across phone, web, chat, and social network channels. Michele shares her vision for customer experience (CX)—and how the Oracle Service Cloud solutions are helping her realize that vision. Q. How do you define modern customer service and CX?A. To me, modern customer service means providing members...
We had the opportunity to sit down with Michele Watson, senior vice president of customer care at online dating leader Match.com, where she and her team aid millions of customers across phone, web,...
Guest Blogger: Arvindh Balakrishnan, VP Customer Experience Applications at Oracle Many years back, Oracle started on a journey to provide the best Customer...
Guest Blogger: Arvindh Balakrishnan, VP Customer Experience Applications at Oracle Many years back, Oracle started on a journey to provide the best Customer Experience (CX) solutions in the industry. While this vision was extraordinary, the reality amongst our customer base was even more complex. Since 2003, our customers were beginning to engage with their customers over a variety of channels—mobile, retail, in-person, advertisements—just to name a few. And, more channels...
Guest Blogger: Arvindh Balakrishnan, VP Customer Experience Applications at Oracle Many years back, Oracle started on a journey to provide the best Customer Experience (CX) solutions in the industry....
Come hear Christopher Patterson present on the Vision and Roadmap for Oracle RightNow Cloud Service, Wednesday, November 13, 9 AM PST / 12 PM ESTTo register:...
Come hear Christopher Patterson present on the Vision and Roadmap for Oracle RightNow Cloud Service, Wednesday, November 13, 9 AM PST / 12 PM ESTTo register: http://bit.ly/HNO3bt
Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper...
Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those attributes revolve around knowledge. What products are available? What products are on offer? What would be the cost of the transaction? What are my options for delivery? In general, most online businesses do a good job of answering basic questions around the products as the...
Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those...
As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So...
As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this Halloween, why not spend your time listening to these Oracle OpenWorld sessions? Oracle Service Vision and RoadmapOracle RightNow Cross-Channel Contact CenterOracle RightNow Web Customer ServiceOracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud...
As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this...
With the proliferation of social media and mobile technologies, the world of selling and buying has drastically changed, as buyers now have access to more...
With the proliferation of social media and mobile technologies, the world of selling and buying has drastically changed, as buyers now have access to more information than they did in the past. In fact, studies have shown that buyers complete 60 percent of the buying process before they even engage with a salesperson. The old models of selling no longer work effectively; and the new way of selling is driven by customer insights. To succeed, sales need to be proactive, not...
With the proliferation of social media and mobile technologies, the world of selling and buying has drastically changed, as buyers now have access to more information than they did in the past. In...
Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction? The sheer velocity of change in retailing and...
Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction? The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store;...
Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction? The sheer velocity of change in retailing and customer behavior is forcing retailers to...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Most businesses focus their social media activities aroundtwo goals: revenue generation from marketing...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Most businesses focus their social media activities aroundtwo goals: revenue generation from marketing activities and improving customer engagementand satisfaction by responding to social queries. However, they should also beusing social data in real time to improve processes and agent performance. Customers often use social media to express theirfrustrations before calling a contact center to provide more formal...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Most businesses focus their social media activities aroundtwo goals: revenue generation from marketing activities and improving...
No office? No network signal? It's not a problem with Siebel.Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions...
No office? No network signal? It's not a problem with Siebel.Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service and sales tools, using native capabilities within the devices to get information to field teams when and where they need it. Discover how you can:Drive revenue with an always-on sales force Simplify sales and service processes with easy-to-use mobile apps Enhance the customer...
No office? No network signal? It's not a problem with Siebel.Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service...
