I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been...
I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been sure if I was the sort of person that could be ‘suburban.’ The months that followed were challenging and I realized that I longed for something, but was unaware on how to find that elusive thing I sought. Looking back, I realize that I was simply longing for another connection, and I soon gained one. That connection...
I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been sure if I was the sort of person that...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to develop CX strategies to make sure it stays that way. But, defining what area of the buying cycle you want to invest in can be challenging. Customer acquisition & customer retention can both be very effective revenue streams to grow your organization, so which one should we focus on? Acquisition Now, we all know that...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to develop CX strategies to make sure...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty itself. Give many retailers credit for trying but they continue to struggle to differentiate on merchandising, pricing and promotions, and store design. As Forrester points out, “customer relationships are now the only remaining source of competitive advantage, which makes earning customer loyalty mission-critical in...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty itself. Give many retailers credit for...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and often resulted in poor customer satisfaction. Modern IVR systems have evolved dramatically. When used properly, they can be an effective tool for developing an omnichannel customer experience. 1) Call Deflection to Text-Based System Call deflection may initially sound like call avoidance. But, when coupled with a...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and often resulted in poor...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful rainbow trout. As every angler will claim, “I caught a big one!” I did, and a lot of them. I learned that these fish are anadromous, migrating from the ocean to breed in fresh water, making them highly adaptable to changing conditions. My challenge was to read the myriad of data accurately...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful...
I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the...
I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the latest buzzwords to get my point across. But I realized that during that same period, I had personally engaged with some companies that I’m somewhat loyal to, and experienced different levels of satisfaction. One company I deal with on a monthly basis called me about a great deal for high speed Internet. They bundled in...
I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the latest buzzwords to get my point across....
Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations and gain market share. Direct-to-consumer eCommerce...
Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations and gain market share. Direct-to-consumer eCommerce continues to be a disruptive force, as consumers increasingly want to know who and what is behind the products they buy. Brands need to work with their channel partners to create stellar customer experiences that drive positive win-win results. Digital Disruption is All the Rage When brands go direct; it's also good for...
Consumer brands have a unique opportunity to leverage disruptive change to grow their organizations and gain market share. Direct-to-consumer eCommerce continues to be a disruptive force, as consumers...
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to...
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to move from Siebel to the Oracle CX cloud applications. It was the final meeting before signing the deal and one of the key decision makers from the procurement team asked me “why doesn’t Oracle just put the Siebel application on the cloud? It could have made our lives so much easier.” We educated the customer on the...
By Diganta Tah, Director for Oracle CX, Cognizant Technology Solutions Once I was meeting some important stakeholders of a telecom company who were planning to move from Siebel to the Oracle CX cloud...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes their product portfolio, adds partners and sales channels. But, what happens when they discover that the tools and processes that brought them to their current point of success may not take them to the next level where they need to go? In this situation, an organization that wants to adapt can get creative and squeeze...
By Graham McInnes, Sr. Principal Product Manager, Oracle CX It’s a pretty common business scenario when an organization grows by acquiring companies, changes their product portfolio, adds partners...
