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Welcome to the Oracle CX blog:
The latest in customer experience strategy, technology, and innovation.

Learn How Oracle Can Help You Outpace Change at Modern Customer Experience

Joe Fuster
Global VP, Oracle CX Cloud

Today’s customers are adopting digital technologies to create their own custom experiences faster than most brands can keep up.  In this regard, it is consumers, not brands, who are the real innovators in what Oracle calls the “Experience Economy.”  

With plenty of choices, fickle customers can switch companies when they don’t get what they need and especially when they have a bad experience.  Research consistently shows that customers are willing to pay more for better experiences and CX is becoming an increasingly higher priority for companies.  The challenge to provide a superior customer experience begins with the intelligent use of data to empower your marketing, commerce, sales and service people across the entire organization in order to engage and please your customers.  

Oracle is no exception. With this in mind, Oracle has for many years embarked on a journey to reinvent how we market, sell and service our customers.  As we’ve transitioned from being an on-premise provider of enterprise software to cloud services, we thus had to become the cloud company we urge our customers to be.

Enter the Oracle@Oracle Experience

We launched the Oracle@Oracle experience at Oracle OpenWorld 2019. These business focused sessions brought together Oracle’s sales, HR, finance, supply chain, and marketing leaders to share how we’ve transformed our business for the digital age. Over three days, thousands of attendees stopped by to hear how we used Oracle Cloud in our own CX journey, enabling Oracle to drive customer satisfaction in addition to greater visibility, better leads, increased revenue and efficiency.

The Oracle@Oracle experience was so successful that we’re bringing it to Chicago to share our experience and show that technology and transformation can be pulled off at a Fortune 100 company with great scale and success.

Join us to learn how Oracle transformed its operations by moving from multiple custom tools to aligning marketing, sales and solution engineering to the Oracle CX Platform. A sample of the metrics we’ll present include;

  • 100% improved conversion rate due to machine learning and lead scoring. 
  • 70% of orders are now on standard terms. Gone are endless customizations.  
  • 85% reduction in research time by consolidating all account intelligence to presentation and optimizing service delivery.
  • 70% of reps, up from 2%, can now complete quoting and contracting without assistance.

Learn how Oracle’s results can translate to your organization.  Meet the Oracle presenters and experts and check out some of the sessions you’ll see in Chicago.

How Oracle Transformed the Sales and Service Experience with Oracle CX Cloud
Discover how Oracle fostered collaboration between Sales and Solution Engineering by leveraging the power of the CX platform, resulting in our own model: Solution Engineering as a Service. By connecting internal technical resources directly to sales opportunities utilizing Oracle Service Cloud, we achieved faster connectivity and seamless collaboration between the two groups, ultimately providing better service to our customers

  • Martyn Langley, VP, Global Sales Operations, Systems & Enablement
  • Paul Mikle, VP Global Sales Ops, Sales Systems & Process

How Oracle Leverages Machine Learning to Transform Lead Management
Hear how Oracle achieved a 2X increase in lead conversion using the power of machine learning and automated lead routing. Leveraging the Eloqua platform, lead scoring powered by machine learning and sales rep workflow automation, we vastly improved customer response time and conversion on inbound marketing leads. Oracle executives will share learnings on operational implementation, pitfalls, and the cultural change required to create business value from machine learning projects.

  • Sanela Hodzic, VP, Sales Operations, Business Development

Oracle's Journey to CX Cloud

Learn about Oracle’s internal transition from multiple on-premise sales applications into a single modern CX experience, leveraging Oracle’s CX SaaS as well as the power and flexibility of the Oracle Cloud Platform. Oracle’s unique breadth of CX services can be combined with Oracle Cloud Platform to manage all core sales activities, provide personalization by role, and drive innovation in sales processes.

  • Martyn Langley, VP, Global Sales Operations, Systems & Enablement
  • Kip Parent, VP, Oracle Application Labs, CRM Solutions

Partner Relationship Management with Oracle CX Sales

Discover how Oracle is driving more business and collaboration with 22,000 partners by enabling them with flexible programs and enrollments, leveraging Oracle Partner Relationship Management and Oracle Sales Cloud. You'll learn how this platform has helped generate an additional 125,000 opportunities per annum, increasing customer success and growth for Oracle and its partners.

  • Julie Tung - VP, A&C Program and Operations

How Oracle Empowered Sales Managers Using Oracle CX Cloud

Discover how Oracle Sales is driving real-time and data-driven deal review, ensuring forecast accuracy, and identifying coaching opportunities, all through the Oracle CX platform.

  • Paul Mikle, VP Global Sales Ops, Sales Systems & Process

Click here to learn more and register to attend Modern Customer Experience.

Save the date to see the Markies finalists be announced!

 

 

 

 

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