The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are...
The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are facing, and key investment areas for 2014 and beyond. Here are some of my key take-aways from this year’s survey: Complexity grows in 2014 as businesses strive to increase market share B2B organizations have always operated in complex environments – even before the internet came along. Now having to contend with new...
The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are facing, and key investment areas...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is your chance to redeem yourself by making it easy again. Your business is relying on you. That’s a lot of pressure! So, where to start? Well, a good place to start is to recognize the relationship between what is considered ‘easy’ and the time each party is willing to invest in...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is...
Oracle OpenWorld is Oracle’s flagship customer conference, and CX @ OpenWorld is our CX focused conference within a conference designed for all Oracle’s CX...
Oracle OpenWorld is Oracle’s flagship customer conference, and CX @ OpenWorld is our CX focused conference within a conference designed for all Oracle’s CX customers: (Sales, Service, Marketing, Social, Commerce, Siebel, CPQ, Knowledge). This is where we highlight all of our products, our product roadmaps, the technical side of our software, integration among the entire Oracle suite of CX products, as well as celebrate and learn from our customers’ stories and successes. Our...
Oracle OpenWorld is Oracle’s flagship customer conference, and CX @ OpenWorld is our CX focused conference within a conference designed for all Oracle’s CX customers: (Sales, Service, Marketing,...
Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take...
Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful. Modern Customer Service is about just that, taking care of your customers, and your people that support them. To do that, you need to make it EASY to deliver great experiences, time and time again.Businesses that make it “look” easy, stand out, because they consistently...
Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make...
Guest Post by Justin King, B2B Commerce Evangelist Despite the approach of (yet another) winter storm on the East Coast, and freezing temperatures in the...
Guest Post by Justin King, B2B Commerce Evangelist Despite the approach of (yet another) winter storm on the East Coast, and freezing temperatures in the Chicago area, Oracle hosted the B2B Commerce Summit at the Chicago Fairmont Millennial Park on February 13. Joined by more than 150 attendees—most of whom hold Director-level titles at B2B organizations—the event focused on how B2B professionals can better use eCommerce to engage their customers. With the Summit theme, "The...
Guest Post by Justin King, B2B Commerce Evangelist Despite the approach of (yet another) winter storm on the East Coast, and freezing temperatures in the Chicago area, Oracle hosted the B2B Commerce...
There’s no arguing that mobile is a big deal. We’ve all heard the stats about crazy mobile adoption over the last 4-5 years, particularly in retail. But one...
There’s no arguing that mobile is a big deal. We’ve all heard the stats about crazy mobile adoption over the last 4-5 years, particularly in retail. But one thing still isn’t totally clear: whether mobile Websites or native mobile apps are the way to go for retailers. comScore cites that consumers spend 55% of their time with retailers on mobile devices, outpacing computers – and this isn’t general online surfing (which is far higher), it’s shopping. Some, including myself,...
There’s no arguing that mobile is a big deal. We’ve all heard the stats about crazy mobile adoption over the last 4-5 years, particularly in retail. But one thing still isn’t totally clear: whether...
Many customer supportagents and managers spend time away from their desk supporting their customers.But, in today’s world of anytime, anywhere service, they...
Many customer supportagents and managers spend time away from their desk supporting their customers.But, in today’s world of anytime, anywhere service, they still need to respondto customer issues on the spot. And, accessing the information they need to beresponsive is often challenging due to lack of network connectivity or the clunkyusability experience of accessing a desktop app on a mobile device. With OracleService Cloud’s Mobile Agent App, roaming customer support...
Many customer supportagents and managers spend time away from their desk supporting their customers.But, in today’s world of anytime, anywhere service, they still need to respondto customer issues...
Oracle held CloudWorld last week in San Francisco. Whilethere were many ideas and themes being discussed in the Customer Service track,several stood out as key...
Oracle held CloudWorld last week in San Francisco. Whilethere were many ideas and themes being discussed in the Customer Service track,several stood out as key differentiators for any company interested ina modern approach to delighting customers. 1. Preparefor a culture marathon, not a sprint. Alex Marxer, President of ResortComInternational, discussed how his organization had to modernize for thetimeshare market. The business model and culture no longer worked in a...
Oracle held CloudWorld last week in San Francisco. Whilethere were many ideas and themes being discussed in the Customer Service track,several stood out as key differentiators for any...
What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company...
What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If things go wrong, you expect quick fixes. You hate to repeat the same story you told the call center agent a week ago. You also expect to be surprised in a positive way. Sometimes you really don't know what you want, but if they show you something cool, you might buy it. For...
What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If...
