Tuesday Jul 29, 2014

What the Content+Commerce Equation is Missing: the Customer and Their Context

There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being addressed. So, we’ve joined the conversation – and brought a unique perspective. This perspective is what drove our major product release last week, and a new whitepaper on content and commerce environments.

 

It’s no secret that content and commerce have collided. Enabling brand exploration and selling product should now be thought of as the same process. But the unification of content and commerce goes beyond having a single website URL or videos on the product detail page. Shoppers want to see rich content in context of their product searches – and in turn, they want to be inspired to explore brands in new ways. Bottom line: how consumers engage is not predictable. Researching, buying, advocating or seeking help is no longer tied to specific steps in the funnel, or to touchpoints. It’s all just interactions, filtered by their need at that moment.

 

But delivering this type of experience is hard. Inside of organizations, legacy ways of thinking about Marketers telling authentic brand stories (inspiring) and Merchants as being the eyes of the business (selling) has forced everyone to ask: who and what should drive our collective experience?

 

It’s not just org charts that create confusion over what path to take at this crossroads, it’s the technology each team has separately invested in over the last decade. Marketers have historically used WCM/WEM (Web Content or Web Experience Management) systems to inspire, and Merchants typically leverage the eCommerce platform to sell. Over the years, each technology camp has evolved to include capabilities that now overlap in certain areas, creating more confusion over which technology to use where, especially when it comes to powering the “glass” of the customer experience. Some firms lead with WCM/WEM, others with commerce, others with a hybrid side-by-side approach.

 

But the question people aren’t asking is the most important one. It shouldn’t be about what group or what technology should drive the experience, the focus should be: how can we leverage the customer and their context to deliver relevant experiences. We believe this is what the CX movement is all about, and its what drives our product, and our customers’ results.

 

A predetermined page shouldn’t define what’s delivered, the consumer’s context should. This is the core of the Oracle Commerce product, and the basis of our stance that content and commerce is only part of the equation.

[Read More]

Monday Jul 21, 2014

Bringing Content, Commerce and Digital Experiences Together: Oracle Commerce V11.1 Release Announcement

ORACLE COMMERCE V11.1 NOW AVAILABLE

A short six months after the v11.0 release, Oracle Commerce 11.1 provides an impressive payload for enabling our customers to deliver differentiated digital commerce experiences. Oracle Commerce is a Digital Experience Platform that approaches content, commerce and experience in a fundamentally different way than any other solution on the market. Oracle Commerce 11.1 brings the Oracle Commerce 11 series to the next logical step to the unification of content, commerce and experience, solving the challenges around creating, automating and scaling inspired selling experiences to any shopper, in every context.

From the shopper’s perspective, v11.1 provides further enhancements to deliver relevant, persistent commerce experiences wherever they are. From an internal operations perspective, v11.1 makes creating and scaling these experiences across all enterprise sites simpler.

The Oracle Commerce 11.1 release continues four major themes, which are in direct response to challenges our customers have shared with us:

1. Omni-channel Experience Delivery

2. Digital Experience and Content Management Business User Control

3. B2B Commerce Feature-set Enhancements

4. Platform TCO Enhancements & Integrations

Summaries below describe what we have done in v11.1 in each of these areas and why. For more detailed information on key release features, read the v11.1 What’s New Document or join the Oracle Commerce Product Management team for a live webcast, demos and discussion of the latest release.

[Read More]

Wednesday Jul 16, 2014

My Real-Life Commerce Experience

Babies need a lot of stuff.   I have an almost 1 year old son and this week alone (it’s only Wednesday) I’ve purchased diapers, baby wipes, a travel high chair, first birthday party supplies, and let’s not forget about the birthday presents.   Thinking back, I made all of these purchases through different channels and had different experiences along the way.   

Being a working mom, I’m constantly on the go.   Everyone has different reasons for purchasing whether it is price, customer service, selection… but for me it is all about convenience.  I need to be able to research and order what I’m looking for immediately when I think about it, so this week it meant I placed orders from my mobile phone, my laptop, and I even ordered online and had my husband pick-up in-store.   Along the way, I expected my experiences to be tailored to my needs and preferences no matter the channel.   The retailers that got it right got my business (and most likely will again).  

The best part about my job at Oracle is that I work on a product that is at the forefront of enabling businesses to truly deliver the relevant, personalized experiences that we all expect when shopping.   Many companies are exceeding customer expectations when it comes to the buying experiences they deliver, but there are also many companies that are falling short.  In fact, according to a 2014 Accenture report on “The Secrets of Seamless Retailing Success” a significant 38 percent of retail shoppers still cite delivering a seamless customer experience as the main area for retailer improvement. 

So, what can companies do to make sure that they deliver the best experience possible to each of one their customers no matter the interaction point?   Take 5 minutes to watch our new Oracle Commerce demos so you can see what’s possible today in B2C commerce and B2B commerce

Tuesday Jul 15, 2014

What's New in Oracle Commerce v11.1

Are you a current Oracle Commerce customer or are you interested in learning about what's new in the latest release of Oracle Commerce?  Join us for a live webcast on July 24th at 11:30am ET to learn more about the exciting enhancements being delivered with Oracle Commerce v11.1.

Why should you attend?  Oracle Commerce product experts will highlight the most exciting and critical updates, and provide:

  • In-depth reviews of new features and benefits for Oracle Commerce v11.1
  • Comprehensive demonstrations so that you can see new features in action
  • Answers to any of your questions via chat or phone

During this in-depth 90 minute webcast, you will learn about important updates including:

  • Business user tool enhancements to Experience Manager and Business Control Center including creating and managing site specific pages and web content assets.
  • Core platform enhancements including Single Sign-On, Coherence Web Support, and Guided Search.
  • Channels and accelerators including expanded multisite capabilities, and enhanced integration with Oracle POS.

Don’t miss this comprehensive update on Oracle Commerce and the opportunity to talk with Oracle Commerce product experts.  

Register Now

Friday Jul 11, 2014

CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis

Join AmberLeaf and Oracle for an afternoon of fun in the sun on Lake Michigan at the CX Summer Soiree

 

Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.

  • How would you re-envision your business model?
  • How would you re-envision your infrastructure, processes, decisions and experiences?
  • How would you re-envision your products and services?

Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.

  • Oracle’s vision for Customer Experience in the Cloud
  • Improving service solutions through cross-channel interactions
  • Take a knowledge-driven approach to serving customer needs
  • How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
  • Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
  • How to take control of your Social Cloud to transform your service operations
  • How to gain efficiency and improved returns on your CX investments

On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.

We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!

The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.

Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT

Thursday Jul 10, 2014

What is Modern Customer Service?

We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared important criteria for delivering modern customer service to their customers. I hope you enjoy the insight from these interviews and feel free to share your thoughts.

Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel.
[Read More]

Thursday Jul 03, 2014

Design for complex ATG applications

Overview

Needless to say, some ATG applications are more complex than others.  Some ATG applications support a single site, single language, single catalog, single currency, have a single development staff, single business team, and a relatively simple business model.  The real complex applications have to support multiple sites, multiple languages, multiple catalogs, multiple currencies, a couple different development teams, multiple business teams, and a highly complex business model (and processes to go along with it).  While it's still important to implement a proper design for simple applications, it's absolutely critical to do this for the complex applications.  Why?  It's all about time and money.  If you are unable to manage your complex applications in an efficient manner, the cost of managing it will increase dramatically as will the time to get things done (time to market).  On the positive side, your competition is most likely in the same situation, so you just need to be more efficient than they are.

This article is intended to discuss a number of key areas to think about when designing complex applications on ATG.  Some of this can get fairly technical, so it may help to get some background first.  You can get enough of the required background information from this post.  After reading that, come back here and follow along.
[Read More]

Key ATG architecture principles

Overview

The purpose of this article is to describe some of the important foundational concepts of ATG.  This is not intended to cover all areas of the ATG platform, just the most important subset - the ones that allow ATG to be extremely flexible, configurable, high performance, etc.  For more information on these topics, please see the online product manuals.
[Read More]

Wednesday Jul 02, 2014

Building Infinite Scrolling in Oracle Commerce

I have to start by saying that the approach I've taken to implement infinite scrolling may not be considered best practice.  I simply found an approach that worked for my purposes and I thought I would share…

Background
The application I'm working with is an internal Oracle application built on Oracle Commerce (version 10.1.2 / 3.1.2).  It's not a commerce application, but it does use the ATG 'platform' (modules DSS and below), as well as Endeca.  I have a repository that I index in Endeca, and I leverage Endeca Experience Manager to render some of the key pages of the application.  So, as it relates to infinite scrolling, I was starting with an experience manager driven page which contained a ResultsList cartridge, not unlike what you may see in the Commerce Reference Store (CRS).
[Read More]
About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« July 2014 »
SunMonTueWedThuFriSat
  
1
4
5
6
7
8
9
12
13
14
17
18
19
20
22
23
24
25
26
27
28
30
31
  
       
Today