When I introduce myself to new people, I make sure to include the phrase born and raised in Chicago as I’ve always felt pride in saying that. It acknowledges...
When I introduce myself to new people, I make sure to include the phrase born and raised in Chicago as I’ve always felt pride in saying that. It acknowledges that I’ve grown up knowing what makes a pizza superior, and I never complain about 94-degree weather in August because I know what a negative 30 windchill feels like in winter. And I also know, without a doubt, that the 90’s Chicago Bulls remain the greatest sports dynasty with the greatest basketball player of all time....
When I introduce myself to new people, I make sure to include the phrase born and raised in Chicago as I’ve always felt pride in saying that. It acknowledges that I’ve grown up knowing what makes a...
Every year brings a new crop of nominations for the Oracle Markie Awards, now going on its 14th year, and there’s very little that makes me prouder than...
Every year brings a new crop of nominations for the Oracle Markie Awards, now going on its 14th year, and there’s very little that makes me prouder than reviewing the dozens of nominations in the many categories within sales, marketing, service, and commerce. Not just because the nominees are Oracle customers, but because of their eagerness to push innovation and to share the best practices they’ve developed through these awards. These best practices refute the idea that...
Every year brings a new crop of nominations for the Oracle Markie Awards, now going on its 14th year, and there’s very little that makes me prouder than reviewing the dozens of nominations in the many...
Ever wonder how a world-leading company keeps track of all customer interactions at each stage of the journey? How do multiple systems connect to provide a...
Ever wonder how a world-leading company keeps track of all customer interactions at each stage of the journey? How do multiple systems connect to provide a smooth, integrated experience? Here’s an exclusive, behind the scenes snapshot. Find out about the Elsevier Customer Service Solutions team’s data warehousing project from two of the software engineering professionals driving it. Marc Grant is a Software Engineering Manager at Elsevier whose team looks after Oracle B2C...
Ever wonder how a world-leading company keeps track of all customer interactions at each stage of the journey? How do multiple systems connect to provide a smooth, integrated experience? Here’s...
How often were you asked as a kid, “What do you want to become when you grow up?” Quite a few times, I’m sure. If you are one of those lucky few who always knew...
How often were you asked as a kid, “What do you want to become when you grow up?” Quite a few times, I’m sure. If you are one of those lucky few who always knew what they wanted to do, kudos to you. As for most of us, well, the answer didn’t reveal itself right away. This is a challenge Trine Larsen faced growing up. “I never really knew what I wanted to do in life, which was annoying when I was growing up because everyone, and I mean EVERYONE, would ask me all the time. It...
How often were you asked as a kid, “What do you want to become when you grow up?” Quite a few times, I’m sure. If you are one of those lucky few who always knew what they wanted to do, kudos to you....
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers will consume those products, whether to grow their businesses or enrich their personal lives. "This is the essence of the 'experience economy, '" says Oracle Executive Vice President Rob Tarkoff, who is in charge of Oracle’s CX strategy and development. Unlike the industrial and service...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact,...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact, many of the places where his kids played sports lacked score-keeping devices. As a self-professed data geek, Cowen decided to invent a battery-powered, portable contraption that he could bring along to games. And with that, Sportable Scoreboards was born. From its start in a California garage to today’s 40,000 square...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact, many of the places where his kids...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest challenges her team faces is how to understand its audiences better in order to engage with them across different platforms. Different audiences and demographics expect different experiences from different channels. A one size fits all approach would not do. Her team had to change the way they create and publish...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest challenges her team faces is how to...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving consumer expectations in an on-demand economy. By putting its customers first, DISH has disrupted the telecom industry and changed the face of other markets in the process. Historically, we know DISH as a satellite TV company. But, changing consumer preferences and the advent of triple play services (Internet, phone,...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving consumer expectations in an on-demand...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the customer experience (CX) - it's the agent experience. So what's holding companies back from providing an effortless agent experience? At Pier 1, where I manage the Customer Relations department, we faced a number of challenges. After re-launching our e-commerce site six years ago,...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the...
