This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the...
This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service can’t be overstated. In fact, the term “uberization” has been so overused, there is a certain exhaustion that comes with every mention. But, the impact has been substantial. The expected experience these services have created has carried over...
This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the...
Artificial intelligence (AI) is no longer represented by “Rosie the Robot” - the mechanical maid from the classic cartoon series “The Jetsons.” Nor is it the...
Artificial intelligence (AI) is no longer represented by “Rosie the Robot” - the mechanical maid from the classic cartoon series “The Jetsons.” Nor is it the title character from the Will Smith film “I, Robot.” AI technology is real and it’s here today. AI is the development of computer systems that perform tasks normally requiring human intelligence such as visual perception, speech recognition, decision-making, translation between languages and much more. AI is in our...
Artificial intelligence (AI) is no longer represented by “Rosie the Robot” - the mechanical maid from the classic cartoon series “The Jetsons.” Nor is it the title character from the Will Smith...
CRM is a commonly used, often satirized and misunderstood acronym in the enterprise front office. I have worked with CRM solutions for over 20 years and have...
CRM is a commonly used, often satirized and misunderstood acronym in the enterprise front office. I have worked with CRM solutions for over 20 years and have heard these three letters represent ‘Costs Ridiculous Money', 'Can’t Remember Much', 'Customer Relationship Marketing', 'Contact Relationship Management’ and ‘Customer Relationship Management.' Clearly, CRM means different things to different people. Sales teams typically think of CRM as an account and contact solution....
CRM is a commonly used, often satirized and misunderstood acronym in the enterprise front office. I have worked with CRM solutions for over 20 years and have heard these three letters represent ‘Costs...
By Indrajit Sen, Director, Sales Cloud Product Management, Oracle More than 75% of world trade flows through indirect channels, according to research from a...
By Indrajit Sen, Director, Sales Cloud Product Management, Oracle More than 75% of world trade flows through indirect channels, according to research from a January 2019 Forrester blog post, "What I See Coming for the Channel in 2019" by Jay McBain, Principal Analyst of Channel Partnerships & Alliances. If your organization has a network of partners reselling your products and solutions, you’ve likely heard of or operated under the rule that 20% of partners generate 80% of...
By Indrajit Sen, Director, Sales Cloud Product Management, Oracle More than 75% of world trade flows through indirect channels, according to research from a January 2019 Forrester blog post, "What I...
Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service...
Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service can’t be overstated. In fact, the term “uberization” has been so overused, there is a certain exhaustion that comes with every mention. But, the impact has been substantial. The expected experience these services have created has carried over into industries like Field Service. This shouldn’t come as a big surprise. Field...
Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service can’t be overstated. In fact, the...
Today’s digital buyers are more knowledgeable, self-sufficient and digitally-savvy than ever before. They are becoming increasingly immune to traditional,...
Today’s digital buyers are more knowledgeable, self-sufficient and digitally-savvy than ever before. They are becoming increasingly immune to traditional, old-school sales pitches, and instead, expect engagements that are timely, relevant and highly personalized. Fortunately for buyers, today’s digitally-native sales professionals – most often millennials and Gen Z – have a very similar mentality. They are always on, always available, present across every channel, and they...
Today’s digital buyers are more knowledgeable, self-sufficient and digitally-savvy than ever before. They are becoming increasingly immune to traditional, old-school sales pitches, and instead, expect...
Co-written by Daniel Foppen, Sr. Principle Product Manager, Oracle CX Service Duplicate, siloed and out-of-sync customer data – otherwise known as rogue...
Co-written by Daniel Foppen, Sr. Principle Product Manager, Oracle CX Service Duplicate, siloed and out-of-sync customer data – otherwise known as rogue customer data – is a huge issue for brands worldwide. Not only does it hinder gaining a full view of a customer, it is costing brands millions of dollars each year. It is estimated that 20% to 40% of all customer records within an organization are duplicates, costing between $20 to $100 per duplicate annually! Do the math. If...
Co-written by Daniel Foppen, Sr. Principle Product Manager, Oracle CX Service Duplicate, siloed and out-of-sync customer data – otherwise known as rogue customer data – is a huge issue for...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands must augment their real time channels to harvest the benefits discussed in Humanize Your CX Strategy with Visual Engagement and The ROI of Visual Engagement. Let’s review 7 top video trends that can help brands’ support organizations deliver sophisticated, state-of-the-art customer experiences. 1 - Seamless Transition to...
Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands must augment their real time channels to...
In my discussions with Oracle Commerce Cloud partners, I had the opportunity to catch up with Susana Zoghbi, Co-Founder & CEO of Macty. This Brussels-based...
In my discussions with Oracle Commerce Cloud partners, I had the opportunity to catch up with Susana Zoghbi, Co-Founder & CEO of Macty. This Brussels-based firm has an AI/ML-based app that provides customized product recommendations for fashions. She provides several interesting details on their innovations, use of artificial intelligence and machine learning, and how it all portends for retailers to provide new and great experiences for their customers, both online and in...
In my discussions with Oracle Commerce Cloud partners, I had the opportunity to catch up with Susana Zoghbi, Co-Founder & CEO of Macty. This Brussels-based firm has an AI/ML-based app that provides...
