By Monica Poonia-Oracle on May 04, 2016
Oracle was thrilled to host over 2000 customers and partners in Las Vegas to share thought leadership around customer experience. The conference was organized around 4 paths: Marketing, Sales, Service and Commerce.
The Modern Sales Experience unfolded with a remarkable keynote speech by Siva Sundaresan, GVP- Oracle Sales Applications, to a packed audience. Siva dove deep into the market trends and strategic insights driving Oracle’s technology Innovation, Siva emphasized the need for organizations to curb the margin erosion often introduced by new competitive disruptors. He encouraged companies, looking for growth and higher margins, to demand clear visibility of data and flow of information across the complete customer journey. While presenting his vision of a seamlessly integrated suite of systems that empower extended sales ecosystems, he highlighted Oracle’s full range of solutions (SFA, CPQ, PRM, SPM and CDM) that help Sales Organizations and Partners/Re-sellers to respond to leads, position the right products and services to targeted customers at right time, and close deals. Siva concluded by positioning Oracle as the partner of choice for leading organizations for data stewardship across channels.
This set the stage for Ingolf Abisgold, Head of Sales Performance - DB Schenker, who shared his insights from his 20-20 strategy initiative to drive customer experience in his logistics and distribution business. Driven by the ambitious goals of his CEO, Ingolf launched this initiative to incentivize their channel partners and improve sales performance. He acknowledged Oracle’s data stewardship that laid the foundation for standardized processes across the distribution network at DB Schenker, accurately measuring, monitoring and reporting on set KPIs.
It was great start of the second day of the conference with Troy Carter, founding chairman and CEO of Atom Factory. His legendary journey from a Philadelphia neighborhood to the top of the music industry touched everyone among the audience. He shared insights of his journey from starting his grass-roots business to launching Lady Gaga’s spectacular career, turning customers into raving fans. He left a lasting impression in the conference arena with his grandmother’s statement about how to keep going in your darkest hours – “You can’t fall off the floor”.
Carrying on the momentum, Mark Hurd shared his vision to enable a seamless customer journey across B2B, B2B2C and B2C models, reinforcing the exemplary experiences shared by Siva, Ingolf and Troy. Mark emphasized that companies that realize the highest customer satisfaction scores perform exponentially better in the market than those that don’t. CEOs today have a challenge to implement new processes and tools which can impact their customer’s experience at a faster pace than ever before- and they need to find ways to invest in critical CX improvements despite the headwinds of flat or declining margins. He challenged businesses to focus on unmet needs- which will still account for 95% of untapped markets.
After these keynotes, the conference proceeded into detailed sessions featuring customer experiences and best practices across all the CX pillars: Oracle CPQ Cloud, Oracle Sales Cloud, Oracle Commerce Cloud and Oracle Service Cloud. We were thrilled to hear insight from CX customers at industry leaders including Panasonic, Panduit, ADP, Siemens, Dell, Rockwell Automation, and many more.
To read more about the conference and to bookmark your calendar to attend next year- click here[Read More]