By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Twenty years ago, mobile devices were just getting started. In fact, back in 1995 only...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Twenty years ago, mobile devices were just getting started. In fact, back in 1995 only one percent of the population had access to a mobile device. Today, there are over 5.2 billion mobile phone users comprising 73% of the global population. Mobile devices now have an impact on just about every part of our daily lives – from communication and social interaction to mobile commerce. To say that mobile...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Twenty years ago, mobile devices were just getting started. In fact, back in 1995 only one percent of the population had...
By Christine Randle, Analyst Relations, Oracle Service Cloud By now you probably understand the importance of delivering exceptional customer service. You get...
By Christine Randle, Analyst Relations, Oracle Service Cloud By now you probably understand the importance of delivering exceptional customer service. You get why it’s important. You appreciate that customer service is the platform from which excellent customer experiences emerge. You’ve read the research and know that, according to Forrester Research, a full 39% of customers will tell friends and family about their negative experiences[1]. Data points like this one are...
By Christine Randle, Analyst Relations, Oracle Service Cloud By now you probably understand the importance of delivering exceptional customer service. You get why it’s important. You appreciate that...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service CloudRecently we provided an overview of the distinctions between expected and experimental...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service CloudRecently we provided an overview of the distinctions between expected and experimental service channels as well as a framework for evaluating experimental service channels heading into the new year. Now we dive into specific channels to explore in 2016! 2016 is shaping up to be a year of the platform-messenger-platforms. You may be wondering what I mean by a ‘platform-messenger-platform’? Let me...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service CloudRecently we provided an overview of the distinctions between expected and experimental service channels as well as a...
By Lauren McKay, Social Media Manager, Oracle Global EventsOracle’s flagship customer service event returns to Las Vegas, April26-28, 2016. Attend ModernService...
By Lauren McKay, Social Media Manager, Oracle Global EventsOracle’s flagship customer service event returns to Las Vegas, April26-28, 2016. Attend ModernService Experience, presented by Oracle, to participate in hands-onworkshops, see product demonstrations, and network during interactive breakoutsthat will showcase best practices to help turn your customers into brandadvocates. Registerby Sunday, January 17 to take advantage of the lowest conference price. On Monday, the...
By Lauren McKay, Social Media Manager, Oracle Global EventsOracle’s flagship customer service event returns to Las Vegas, April26-28, 2016. Attend ModernService Experience, presented by Oracle,...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Few would disagree that in the last decade we’ve seen an explosion of new communication...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Few would disagree that in the last decade we’ve seen an explosion of new communication channels and are facing a dizzying array of modern channels consumers use to interact with organizations. In addition, how to deal with this tremendous increase is as much a challenge for marketing as it is for customer service departments. Customers do not simply have one channel they always use. They have a range...
By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud Few would disagree that in the last decade we’ve seen an explosion of new communication channels and are facing a...
Year-end predictions may not always end up ringing true, but as we wrap up 2015 it’s worth taking a few moments to discuss how technology trends will continue...
Year-end predictions may not always end up ringing true, but as we wrap up 2015 it’s worth taking a few moments to discuss how technology trends will continue to impact field service in the year to come. Some of these will look familiar – while others will be new or sound far-fetched – but it will be interesting to see how these play out over the next 12 months. It’s also a good time for field service organizations to take stock of where they stand technologically and how...
Year-end predictions may not always end up ringing true, but as we wrap up 2015 it’s worth taking a few moments to discuss how technology trends will continue to impact field service in the year to...
With billions of devices and sensors already connected, andthat number increasing daily, it’s safe to say that the Internet of Things isdisrupting life as we...
With billions of devices and sensors already connected, andthat number increasing daily, it’s safe to say that the Internet of Things isdisrupting life as we know it. Think about it – our every step is trackedvia wearable fitness trackers. A smart thermostat can automatically adjustheating and cooling to optimize energy efficiency. Traffic patterns influencethe way a smart traffic signal operates throughout the day. And, much like inour daily lives as consumers, the Internet...
With billions of devices and sensors already connected, andthat number increasing daily, it’s safe to say that the Internet of Things isdisrupting life as we know it. Think about it – our every step...
By Jodie Knox, Principal Product Manager, Oracle Service Cloud In today’s digital economy, customers wanteffortless engagements and answers to their questions...
By Jodie Knox, Principal Product Manager, Oracle Service Cloud In today’s digital economy, customers wanteffortless engagements and answers to their questions regardless of how theyconnect with a brand. The challenge is now there’s a broad mix in howcustomers want to reach your brand from self-service, voice, email, socialmedia, or even live video chat. Complications come when customers receivedifferent information or customer service experiences depending on the channelthey...
By Jodie Knox, Principal Product Manager, Oracle Service Cloud In today’s digital economy, customers wanteffortless engagements and answers to their questions regardless of how theyconnect with a...
How does a world leader in medical diagnostic equipment, which providesthe most cutting-edge imaging solutions in the industry, raise the bar evenhigher? By...
How does a world leader in medical diagnostic equipment, which providesthe most cutting-edge imaging solutions in the industry, raise the bar evenhigher? By zeroing in on a strategy for ensuring machine uptime and consistentlysuperior customer service, and building a world-class customer serviceorganization to make this vision a reality. Part of the Toshiba Group, Toshiba Medical Systems is one ofthe world’s leading providers of medical diagnostic imaging applications...
How does a world leader in medical diagnostic equipment, which providesthe most cutting-edge imaging solutions in the industry, raise the bar evenhigher? By zeroing in on a strategy for...
