Thursday Mar 19, 2015
Friday Mar 13, 2015
By Tuula Fai on Mar 13, 2015
Forbes Insights conducted a survey of 400+ customer service executives and found that 70% of high technology and manufacturing companies say they use knowledge management to provide relevant, accurate answers across any channel to both customers and agents. This percentage places both industries among the lead group.
Rockwell Automation is a perfect example of a high technology AND manufacturing company that is leading the way.
Please join us for an industry-focused webcast presented by ICMI, Rockwell Automation and Oracle. You will learn:
- How Rockwell Automation uses knowledge-centered support (KCS) to provide quality service
- Where Forbes identified customer support opportunities within high tech and manufacturing
- What you can do to advance your modern customer service and support capabilities
Monday Mar 02, 2015
By Tuula Fai on Mar 02, 2015
In the last three years as a Customer Experience Strategist for Oracle, I've had the unique privilege of personally discussing Customer Experience (CX) strategies with over 100 different brands. These companies have ranged from global conglomerates to niche startups, in Financial Services, Retail, Healthcare, Entertainment, Consumer Goods (CG) and High Tech.
Fortunately, many of the executives I've met with truly appreciate customer experience as a point of strategic differentiation as a company-wide goal. The CEO of one international CG manufacturer told me, “eventually anyone can sell similar products – it’s how we sell those products that will keep us ahead.” The founder of a start-up fashion line in New York City made nearly the same comment when she explained customers, “purchase our experience – and get a nice product, too.”
However, while most savvy executives drive and define the customer experience strategy, they are too encumbered with traditional responsibilities to take the lead in developing and executing that strategy. To overcome this hurdle, industry leading companies invest in Customer Experience Leaders. They also make certain that the individual reports very near to the CEO, to break down internal barriers.
As more companies recognize the critical role of the
Customer Experience Leader, they will discover that the ideal CX candidate
possesses four key attributes:
- First, the Customer Experience Leader has high Emotional Intelligence (EI). With high self-awareness, EI allows the appointed individual to work delicately among tenured employees across multiple internal organizations, and with deep empathy. EI also keeps customer experience leaders concentrated on the real emotions of customers.
- Second, the Customer Experience Leader is Creative, as ingenuity and resourcefulness allow customer experience endeavors to be both unique and transformative.
- Third, the Customer Experience Leader is Analytical. Design thinking is critical in this capacity, but it must also be balanced with the ability to mine data, assess feasibility, evaluate ROI, and architect processes. Though not necessarily abundant, such right brain (creative) + left brain (analytical) leaders do exist, and selective companies will benefit from the unique combination.
- Finally, the Customer Experience Leader is Eclectic. The
broader the experience, the greater is the innovation potential. Industry experts are often prisoners of their
own perspectives, and many companies will find the best Customer Experience
Leaders come from outside their own company, frequently working in diverse
I challenge every company to align a commitment to CX with a dedicated Customer Experience Leader, one who possesses the traits and authority required for success. Our research indicates that 86% of customers are happy to pay 25% more for a better customer experience. A lucrative business benefit will follow–and justify–a proper investment in a qualified Customer Experience Leader.
Friday Feb 27, 2015
This Time What Happens in Vegas Won't Just Stay in Vegas: Join Us at the Modern Service Experience Mar 31–Apr 2 By Stephen Fioretti
By Tuula Fai on Feb 27, 2015
With fast moving technologies in mobile and social, ever changing, blending and new interaction channels and rapidly change customer expectations, it’s more difficult than ever to deliver great customer service. It’s cliché to say that “service is the new marketing” but any interaction with a service organization through any channel creates an impression of your company. Great service often leads to customers recommending you to their peers.
To win new customers and retain your existing ones, you have to deliver a modern service experience. We are hosting an event on March 31 - April 2 at the Venetian in Las Vegas to help you learn how Oracle Service Cloud can help your company become a modern service organization. You’ll learn best practices from your peers, industry visionaries and Oracle experts. You’ll hear from industry analysts and influencers like Kate Leggett and Ian Jacobs from Forrester, Aphrodite Brinsmead from Ovum and more. Customers from ASOS, BassPro, Comcast, Kohl’s, LinkedIn, Nintendo, Pella, Virgin America, Rockwell Automation and more will share where they are on their road to delivering Modern Customer Service.
You’ll hear about recent developments within the Oracle Service Cloud portfolio as well as new capabilities from two of our recent acquisitions: Oracle Co-browse (LiveLOOK) and Oracle Field Service Cloud (TOA Technologies). At our Ask the Experts sessions, you’ll have an opportunity to get one-on-one time with Oracle Service Cloud product experts in web self-service, contact center and knowledge management. We have put together a diverse agenda full of information and perspectives that will help you take your customer service strategy to the next level.
In addition to the great keynotes, roundtables and breakout sessions we've planned, we will also have plenty of opportunities for networking and fun! At an awards event on Wednesday morning, the Oracle Service Cloud team will present awards to some of our leading and innovative customers. And we hope you will join us that evening for the Service Cloud customer appreciation event at Tao Nightclub where we’ll dance, mingle and enjoy some great food and drinks. Later on that night, all of the Modern CX event attendees are invited to see One Republic perform.
It’s sure to be a productive trip, with opportunities to explore new technologies, trends and strategies, and to let loose a little with your peers and colleagues. As the saying goes; what happens in Vegas, stays in Vegas. Well, except for all the great things you’ll learn and the connections you’ll make while you are there. See you at the event!
To get more information and register for the Modern Service Experience event, click here.
Thursday Nov 13, 2014
By Tuula Fai on Nov 13, 2014
Are you ready for the Cloud? Are you ready to capitalize on fundamental technological, behaviorial, and market shifts?
Then join us at Oracle CloudWorld Boston on Tuesday, December 9 and find out how to modernize your customer service. Featured keynote speakers Ray Wang, CEO, Constellation Research, Jeffrey O. Henley, Vice Chairman, Oracle, and Shawn Price SVP, Global Cloud Go-to-Market, Oracle as well as industry-leading companies will show you how to:
- Engage customers
- Empower employees
- Adapt quickly
Choose from interactive sessions and hands-on demos focused on marketing,
sales, customer service, human resources, finance and operations, information technology, and software development. You'll also have ample opportunities to network with your fellow customer service professionals.
If you're tasked with changing as fast as your customers do, you should be here.
"This event has my whole team really fired up!"
Oracle CloudWorld Chicago 2014 Attendee
Wednesday Nov 05, 2014
By Tuula Fai on Nov 05, 2014
Avoid the holiday shopping crowds and participate with Forbes and Oracle in a free half-day learning session that includes both a CX Service Journey Mapping Workshop and an insider preview of Forbes Insights' Survey of 300+ Customer Service Executives.
- Hear live from Forbes analysts as they reveal detailed results of the Customer Service Executive Survey
- Discover where your company sits on the Customer Service Maturity Curve and what you can do to stay ahead
- Learn how to deliver experiences that create value for your customers and help transform your business
Participants will receive a free copy of Forbes' Executive Survey Report when it is published.
Register now at a location near you:
December 2, 2014
New York, NY
December 4, 2014
December 9, 2014
December 11, 2014
December 11, 2014
Santa Clara, CA
For more information, please visit our website.
Wednesday Oct 29, 2014
Video Webcast: Forbes Insights Executive Survey: What 300+ VPs Say about Modernizing Customer Service on Nov. 13 11 am PT / 2 pm ET
By Tuula Fai on Oct 29, 2014
Want to be the first to know how you measure up against other customer service executives? Need to know the moves they are making so you can stay ahead?
Then join us for this video webcast on November 13 at 11:00 am PT / 2:00 pm ET in which Brenna Sniderman, Senior Director of Research, Forbes Insights, Jeff Lundal, GVP, Service Automation, Oracle, and Mark Marshall, Executive Director, Client Services at MetTel will give an insider preview of what 300+ service executives say about modernizing customer service.
You will learn how your executive peers:
- Differentiate their brands within and across industries
- Anticipate customer service needs on multiple channels
- Leverage analytics to improve operations and service
Tuesday Oct 21, 2014
By Tuula Fai on Oct 21, 2014
- Better service at lower cost
- Greater ease attracting and keeping customers
- Larger profits in your contact center
JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.
Tom Cloos, Senior Director, Client Success at Oracle
Monday Sep 22, 2014
Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf
By Tuula Fai on Sep 22, 2014
Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?
That’s a recipe for customer service disaster. Don’t let that happen to your organization.
Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.
He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.
Tuesday Aug 19, 2014
By Tuula Fai on Aug 19, 2014
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym
Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps.
Why should I change?
- By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1
- By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2
- By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3
‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here.
CRM Evolution Customer Service Experience Footnotes:
*Arvindh Balakrishnan, Vice President, CX and CRM Applications Business Group, Is Your Customer Service Modern?
*Blair McHaney, President/CEO, Gold's Gym, Wire Your Organization with Customer Feedback
*Becky Carroll, Associate Partner, Cloud Strategy and Solutions, IBM, The Power of Communities for Improving the Service Experience and Building Advocates
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