Wednesday Aug 05, 2015

Join the Oracle Customer Experience Team at CRM Evolution 2015 by Chaundera Wolfe

It's that exciting time of year again, where we get to connect with like-minded customer experience enthusiasts at one of the industry’s leading events: CRM Evolution. With the New York City Theater District in the background, this event is a great opportunity to talk about the latest trends in customer experience, service, social, mobile, Internet of Things (IoT) and more. Innovative brands such as iRobot, The Golden State Warriors and thought leaders like Michael Krigsman, @mkrigsman (CXO Talk) and @Brian Vellmure (Value Creator) are able to come together and chat about the future customer experience landscape in a live and engaging format.

Please come by and visit the Oracle Customer Experience team at the New York Marriott Marquis August 17-19 during the CRM Evolution 2015 or Customer Service Experience conferences. We always appreciate the opportunity to talk about current customer engagement challenges as well as innovative solutions. And join our discussion Tuesday, August 18th at 3:00 p.m. ET on how to “Accelerate Success with Modern Service” with Stephen Fioretti of Oracle Service Cloud.

If you are not going to be attending this year’s event, or you happen to miss a keynote speaker, don’t worry. The Oracle Social Cloud team is going to be sharing all the latest and greatest insights and speaker nuggets during the event from their Social Intelligence Center, and also across social channels like @OracleSocial, @OracleServCloud. Please do reach out with your favorite CRM Evolution moments, pressing questions, and just plain fun photos of yourself enjoying the conference. Hope to see you all there!

Tuesday Aug 19, 2014

CRM Evolution 2014: Mediocrity is the New Horrible in Customer Service

"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 GroupIs 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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