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...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and the diving experience was phenomenal. However, the flight on the way back was horrendous. It ruined my whole vacation." "Really?" I raised my eyebrow. "How could a nine-hour flight ruin three weeks of great vacation?" My friend had chosen a selected piece of memory to drive how he felt about his entire experience. To...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and the diving experience was...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit,...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a deep understanding of the complete customer journey. The Customer Experience Journey Mapping Workshops follow a step-by-step methodology that transcends industries or individual businesses. Attendees get hands-on experience as they explore the methodology, and then can use this...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes moved to tears. If you are like me, you even scream at the TV during football games. On February 2, 2014, during Super Bowl XLVIII, you’ll also start to do something that was not possible until now - buy what you see advertised on one of those infamous Super Bowl ads. Shopping is also an emotional experience, so it is a...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes moved to tears. If you are like me, you...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle East has just announced a significant investment in online commerce. Does this present a tipping point in the development of online commerce in the Kingdom of Saudi Arabia? Three years ago, there was very little attention outside the core early adopters. As with many markets breaking into online commerce, those early...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle East has just announced a significant...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the impact to the Oracle Service Cloud business. Here's my 2 cents on what matters for the new year. Feel free to put in your own 2 cents in the comments! 1. Customer Service Becomes a Boardroom Priority We’re about 3 years into the Age of the Customer, a 20-year cycle in which the most successful enterprises will...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the impact to the Oracle Service...
