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Customer Service Heroes Shine at OpenWorld 2016

Chaundera Wolfe
Principal Product Manager, Oracle Service Cloud

Like a lot of you, I have been in the customer experience world for more than a decade. And if I am being honest, there is one thing that always gets me excited at events (#iamnotlying). Yes Sting, Gwen Stefani, and AT&T Park are awesome, but when I hear directly from brands authentically tackling how to make their customers happy and lives easier.  I have to say it, I am impressed!  As Kohl’s shared, customer fulfillment is no longer simply about things and stuff.  These brands are striving to deliver ‘WOW’ service to multiple generations who may be calling them (Boomers with $74.9M to spend), self-serving on the web, connecting with peers on brand review sites (Millennials with projected $3.4 Trillion income/year by 2018), or now troubleshooting from IoT-enabled devices. More admirable is that these customer service heroes do it with a smile, and always share their learnings'.

Oracle Service Cloud Customer Service Success

At OpenWorld 2016, folks in the customer service trenches from Kohl’s, FreedomPop, VINCI, and others shared some great nuggets of wisdom:

  • Service for retailers is going from ‘Bricks to Clicks,’ especially at Kohl’s, who recommends sweating the moments that matter from product research, ordering, to delivery. Dial down frustrating, slow email support and focus on meeting multi-generational customers where they are via chat, social, or for some live on the phone.
  • Harness the power of peer to peer support to drive impressive results. Just ask FreedomPop, whose customer community and social advocates have helped decrease call center staff by 30%, increase customer satisfaction by 15%, while improving average first response time by 200%!
  • VINCI Facilities is tapping into some pretty cool IoT capabilities to use data to seamlessly and remotely adjust building temperatures to improve customers’ experiences and reduce costs.
  • Contact centers are no longer viewed as simply cost centers. Nintendo and Lane Bryant use customer care as an important hub to gather valuable customer insights that help drive product development, sales, and Gogo’s customer experience is a competitive differentiator for their in-flight wifi business.

And okay, I will be screaming a little bit for Gwen, but I get excited to meet these innovators and hear about how the landscape for customer engagement continues to evolve. We are talking customer service bots people, like in the Jetsons! 

Do you want the chance to connect with some hardworking customer care leaders? Join us at this year’s Modern Service Experience.  Hope to see you there!

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