Markies Mondays: Find inspiration from these 5 customer experience standouts

August 30, 2021 | 4 minute read
Steve Cox
GROUP VICE-PRESIDENT, CLOUD BUSINESS GROUP, ORACLE
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Welcome to Markies Mondays, a blog series that spotlights the finalists and winners of Oracle’s 15th annual Markie awards—the movers and shakers who are creating outstanding customer experiences by pushing innovation to the limit.

During the next several weeks, we’ll showcase each of the 14 award categories and the people and organizations who are using technology to drive success for themselves and their customers. Whether they were focused on advertising, marketing, sales, customer service, or commerce, these teams found success this past year by concentrating their efforts on delighting customers in the face of uncertainty and change.

Here’s just a sampling of how Oracle partnered with some of these leaders to create customer experience excellence.

1) Adaptability and agility produce amazing advertising program results.

As advertising agency Goodway Group set out to prepare their clients for the third-party cookie-less future, they wanted to maintain the performance efficiencies already established in their cookie-based campaigns. So, they created an innovative way to use alternate data sources to drive conversions for their automotive clients.

Oracle Advertising worked with Goodway Group to leverage audience insights and data in contextual segments to further reach customers in specific online environments. Oracle Predicts segments were significantly outperforming campaign KPIs, and Goodway Group adjusted their strategy accordingly. As a result, the context conversions for Goodway Group clients increased by nearly 200% YTD. 

Category: The Context Award for Best Application of Positive Contextual Targeting

2) Marketers spark customer interest with inventive cross-channel programs.

When the pandemic disrupted their typical launch strategy for a new online game release, Bandai Namco had to work quickly to find a new path to connect with customers. Using Oracle Responsys Campaign Management, they created an interactive newsletter to deliver an immersive experience into the game and capture the imagination of those on the receiving end.

Bandai Namco integrated Oracle Responsys directly with their website and interactive newsletter to provide a designated landing page with Oracle’s Data and Programs modules. Their engagement multiplied threefold, on average, while the first campaign email boasted a 90% open rate, clearly making an impression on consumers.

Category: The Pinnacle Award for Best Overall Customer Experience—SMB

3) Accurate, unified data creates confident sellers, more closed sales, and lower costs.

In 2018, Keurig Dr Pepper brought together two great businesses and began to consolidate them. And in 2020, the Markie winner moved to one modern beverage CRM platform that digitally transformed their B2C, B2B, and employee experiences. Partnering with Apex IT, Keurig Dr Pepper chose Oracle Sales as the foundation of their architecture.

They implemented Oracle Customer Data Management to model and manage their complex customer structure and relationships, providing sellers with records they can trust. They also chose Oracle Eloqua Marketing Automation for their B2B marketing, messaging, and lead distribution. This platform has given both employees and external users a better customer experience, and it’s easier for the IT and business organizations to support—all at a lower total cost of ownership. 

Category: The Nexus Award for Best CX Ecosystem

4) Valuable customer service data helps give customers the personalized experiences they crave.

When Bausch + Lomb India wanted to expand market share through lens trials, they knew they needed a 360-degree view of each customer to improve customer service, advance partner relationships, reduce customer acquisition costs, and increase customer retention.

Working with partner Innovacx, Bausch + Lomb used Oracle B2B Service to collect valuable information that they use to tailor their product-related communications, and promote valuable webinars and training to their partners. With their new service model, Bausch + Lomb increased engagement and reduced acquisition costs by 80%.

Category: The Cultivator Award for Best Lead Management Program

5) Build personalized online buyer experiences with data-driven digital storefronts.

Markie finalist Mutual Materials Company needed to allow their customers to see product availability and reserve inventory easily. Working with partner Apex IT, they rolled out an Oracle Commerce storefront for residential and commercial contractors in just six months. Their customers can now check product availability in an online, self-service environment prior to making a trip to one of Mutual Materials’ 17 branch offices.  

Since the rollout, Mutual Materials has seen a reduction in customer revisions and dispute credits, increased customer spend, and reduced time spent by customers in their branches.

Category: The Convert Award for Best Commerce Experience

 

Come back to the blog to learn more about the companies that stood out in each category from the 15th annual Markie Awards. We’ll cover the breakthrough ideas and the work behind the scenes that helped them come out on top. Bookmark the Customer Success Stories category of the Customer Experience blog and check back regularly for updates.

Think your team has what it takes to win a Markie Award? Keep an eye on the Markie Awards website for news and updates about next year’s event.

Steve Cox

GROUP VICE-PRESIDENT, CLOUD BUSINESS GROUP, ORACLE

Steve Cox leads go-to-market strategy for Oracle ERP Cloud and Oracle EPM Cloud. Cox joined Oracle in 1997. Prior to his current role, he held various management positions within Oracle product marketing, consulting, and development.

Cox holds a master's degree in business administration from the University of Bath. He is the author of Modern Best Practice Explained, an ebook articulating the next generation of business processes needed by organizations embarking on digital transformation.


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