Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain: these strategies will play a significant role in the future of the customer experience. While COVID-19 has forced many organizations into a WFH strategy – and a crash course in digital transformation – some organizations were already on this journey. As we move past COVID-19,...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain:...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number,...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of options, and explain your problem. This can take a while. You then find out that you have to be transferred to someone else and have to repeat everything you have just told the first representative you spoke to! Being the customer experience diva that I am, I have no problem...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy and it’s hard for them to find the time to log into the CRM to make updates. As a result, business critical CRM data falls through the cracks. Here at Oracle, we make tools carefully designed for how sellers like to work. In fact, we empower reps to work from the systems and devices they already use, giving them a...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy and it’s hard for them to find the time...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day comes, you can’t leave your house until they arrive. It's stressful to wait. You’re unable to predict the actual time of their supposedly ‘scheduled’ visit. The whole ordeal is miserable. It wasn’t so long ago that broken Internet service was an issue I think my family experienced more often than the average American...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day comes, you can’t leave your house until...
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...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical asset for any business. After all, data is the new oil. Within the customer experience (CX) paradigm, data is a source of competitive differentiation when companies can use it to provide better, differentiated customer connections with their brand or service. However, this is not easy. Most businesses generate more data...
Data has always been an important, albeit perhaps boring, aspect of customer experience. In today's world, data is increasingly becoming a mission critical asset for any business. After all, data is...
IDC has released their Marketscape report for Worldwide Manufacturing evaluating Field Service Management Applications. In the report, IDC evaluated Oracle...
IDC has released their Marketscape report for Worldwide Manufacturing evaluating Field Service Management Applications. In the report, IDC evaluated Oracle Field Service and has named Oracle a leader in its ability to support the Manufacturing Industry. Manufacturers have always been a focus for field service solutions, but lately the industry has received more attention. Manufacturers often rely on advanced workflows and complex use cases, in order to maintain often complex...
IDC has released their Marketscape report for Worldwide Manufacturing evaluating Field Service Management Applications. In the report, IDC evaluated Oracle Field Service and has named Oracle a leader...
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...
