Thursday Apr 16, 2015

Oracle OpenWorld 2015: We Want to Hear Your Story! by Scott Ewart

Do you have a story to tell about your Customer Experiences (CX) in Marketing, Sales, Service, or Commerce? Implementations, solving business problems, increasing customer satisfaction...? We are sure you have valuable information and best practices to share, and our customers want to hear from you!

CX Central @ OpenWorld, taking place at Oracle OpenWorld 2015 in beautiful San Francisco, California from October 25 – October 29, 2015, is designed to provide a single place for all things related to the customer lifecycle. This is for all of Oracle's CX customers whose business requires them to definitively differentiate themselves across all channels, touch points, and interactions.

CX @ OpenWorld addresses: Marketing, Sales, Service, Social, and Commerce – and includes Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Service Cloud, Siebel, Oracle Knowledge, Oracle Social Cloud, Oracle Commerce, and CPQ (Configure, Price, and Quote).

We invite you to submit your story before May 15th, 2015.We would love to hear stories related to your successful Oracle implementations or upgrades around CX, business transformations you have faced and solved, and the increased value your business has achieved through use of Oracle products.

You will be asked to provide information about yourself and the speakers, the proposed title and abstract, and the topic classification (tracks and session type). Sessions at CX Central @ OpenWorld are 45 minutes. Please keep in mind that at least one speaker is required.

Just follow the steps at this link.

Friday Apr 10, 2015

3 Steps to a Modern Profitable Service Organization by Jeff Griebeler, CX Strategist

Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it is a journey that must be purposely undertaken, performed crisply and executed successfully to thrive in the competitive world. Being viewed as a cost center creates an endless journey of continuous cost cutting, funding reduction, and the need to always be more efficient this year than last. It is a self-destructive cycle that ends with an underfunded support organization attempting to provide ever increasing services to an ever demanding customer community in an ever more competitive market. The historical mantra has been simple: “do more with less;” when the discussion should be focused on creating organizational value, defining competitive differentiation, creating loyal customers, and promoting profitable growth.

Becoming Trapped

Many companies have viewed their support organization as a necessity to remain in business. The view was simple: “customers will not buy without support, but customers do not buy because of support.” Support was a necessity and delivered at a minimal level and at the lowest possible cost. These organizations are funded on a cost-budget basis, and share these characteristics:

  • Provide more support with less budget
  • Offer more channels with minimal funding
  • Stretch technology far beyond its useful life
  • Use siloed applications as band-aids

Efficiency has its limits and frequently has adverse effects. The maximum efficiency that can be gained is limited by the total budget. Additionally, efficiency improvements can be captured only once and become part of next year’s baseline budget.

As budgets are cut year-after-year to provide additional margin to the organization, the quality of support diminishes, technologies age and workaround processes become more prevalent, which result in more inefficiencies. Personnel become frustrated, customers become frustrated and you fall behind your competitors. Cheap, quick, easy siloed technologies are implemented on a temporary basis; but temporary, all too frequently, becomes permanent. It creates a vicious circle spiraling downward and the organization is trapped.

Under Attack

The “trapped customer support organization” comes under attack on multiple fronts:

  1. Enlightened competition providing better customer service start taking market share
  2. Customers, empowered by easy-to-obtain, readily available information and the ability to socially broadcast their experience, increase their demands
  3. Increased competition for scarce internal funding. Cost-based organizations fall to the bottom of the budget list and are “designated for investment next year,” but next year turns into the following year, and so on.

Over time, these forces take their toll on the organization as it slips further and further behind the competition and industry service standards.

The CX Value Equation

To escape the trap, an economic framework must be established to measure and illustrate value. The measured value made by customer service must be considered across three major areas: Efficiency (E), Retention (R), and Acquisition (A). When combined, we refer to this as the CX Value Equation:

CX = E + R + A

Efficiency allows an organization to do more with less;
Retention is the ability of an organization to keep and grow the customers it already has; and
Acquisition refers to the ability of an organization to increase its customer base.

The CX Value Equation effectively defines a financial bridge between a CX customer service strategy and the organization’s profit line. With a defined CX Value Equation, you have a tool to illustrate the service organization’s contribution and progress. You are now ready to transform your organization from a cost center to a profit center.

Three Steps to a Modern, Profitable Service Organization

The key to transforming your organization is to modernize its capabilities so you can capture and illustrate the benefits. Here are the steps to modernize your organization and turn it into a profit center:

Step 1: Set CX Value Equation Metrics and Baseline Your Service Organization
Start with efficiency metrics. These are the easiest to identify. Get a handle on the important ones, such as self-service and first contact resolution rates. Add retention metrics to the model. Great candidate metrics include Customer Effort Score (CES) and Net Promoter Score (NPS). Finally, add acquisition measurements with metrics like the number of opportunities and referral rates.

For further information, please consult Customer Experience (CX) Metrics and Key Performance Indicators, an Oracle White Paper.  

Once your model is designed, baseline your current operational performance. This is your starting point from which you will demonstrate your progress and contribution to the organization.

Step 2: Modernize Your Service Organization
Use the Roadmap to Modern Customer Service Strategy to move from a cost center to a profit center. When this strategy is followed, the activity can be a self-funding.

Start by establishing a proper capabilities foundation. Then add new capabilities and provide consistency across all interactions. Finally, drive continuous innovation to remain ahead of the competition. The foundational activities are how you get going. You must resist the urge to skip steps and attempt to implement innovation on top of your outdated infrastructure. This will only lead to failure. Skipping steps is how an organization ends up with disparate systems (e.g. stand-alone chat) and business processes that function poorly, deliver substandard service, and require manual support and workaround processes to operate – hardly an effective strategy.

Let’s lay out the steps:

  • GET GOING to save budget and generate cost savings that support investments to
  • GET BETTER and improve retention with consistent quality of service, optimized capabilities and strengthened relationships, so you can
  • GET AHEAD to create revenues by monetizing more opportunities, personalizing interactions and being proactive in an omni-channel environment

Step 3: Continue to Measure, Demonstrate and Evolve
Modern customer service is not a destination, but rather an evolving journey. This year’s customer service capabilities become table stakes for providing service next year. Customer needs and demands will continuously change. Market forces will change. Technology will change. The Internet of Things (IoT) is upon us, and will accelerate change.

Conclusion

Liberating your cost-centric customer support organization can feel like an impossible task. However, by leveraging the CX Value Equation and tailoring it to your needs, you can demonstrate the true value of the services you provide to your organization. By using the Roadmap to Modern Customer Service’s strategy: Get Going, Get Better, Get Ahead approach, you can self-fund and transform your center from an entity that is viewed as “overhead” or a “necessity” into a strategic, competitive asset that generates revenues and profits.

Click here to read the full whitepaper.

Wednesday Aug 21, 2013

Cross-channel Service: Is Voice Going Away? by JP Saunders

In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution. It’s easy to forget that voice is still the #1 channel that customers use to resolve customer service issues. Not to say that cross-channel is unimportant – it definitely is. 

According to Kate Leggett, Forrester Research, “Telephoning a live representative remains the most frequently used customer service channel, and its usage is relatively consistent over time and across generations. This shows that customers are not abandoning the traditional customer service channels in favor of newer ones but are increasing the total number of channels they use when interacting with companies.”1

So the voice channel remains as strong as ever, as are the customer’s expectations to seamlessly traverse into that channel from online channels. 

If you’re interested in how to provide robust voice and cross-channel capabilities as part of your service solution at lower cost and risk, you won’t want to miss these Avaya sessions at Oracle OpenWorld, September 22-26, 2013, in San Francisco. Avaya, a long-time leader in Contact Center technology, has an exciting announcement to make pertaining to the close partnership it has with the Oracle RightNow Cloud Service product. 

·         Enabling Oracle CRM Platforms Through Avaya Technology

·         Oracle Service Vision and Roadmap

1Understand Communication Channel Needs To Craft Your Customer Service Strategy, Forrester Research, Inc., Kate Leggett, March 11, 2013

Monday Aug 12, 2013

Webcast: How Dell Leverages Big Data to Improve the Customer Experience

The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.

You’ll learn how Dell leaders are:
  • Focusing on data-driven approaches to meet business objectives
  • Fostering a culture of customer insights through leadership and collaboration
  • Innovating customer interactions, marketing, and sales through automation

Tuesday Aug 06, 2013

Expand the Siebel User Experience onto the Newest Devices

A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad.  Well, I have good news for him and good news for you. Now, you can.

Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.

Friday Jul 12, 2013

How Siebel Solves the Next Generation of Business Challenges

Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:

    • Enhance productivity and efficiency with new usability features
    • Understand your customers with new social media capabilities
    • Increase customer engagement with new mobile solutions
    • Deliver superior customer experiences

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:

  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Tuesday May 21, 2013

June 13 Webcast - Siebel: Solving the Next Generation of Business Challenges

Today’s customers are social, mobile, and more demanding than ever before. That’s why Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological change and growing customer expectations.

Register now for our live Webcast on Thursday, June 13 to discover how the latest enhancements to Oracle’s Siebel CRM can help you:
  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time
Don’t miss this chance to see how you can solve the next generation of sales and service challenges!

Friday Mar 08, 2013

Right Answer, Right Time, Right Channel = Right Customer Strategy By Lynn Barnhart

How do you provide your customers with the right answers at the right time when they have a service issue?  When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers?  Why is any of this important?

Let’s answer the last question first.  Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers.  In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be armed with tools and resources to resolve customer service issues quickly and efficiently.

And, you can’t just resolve the issue, you need to personalize the service and provide it through the customer’s channel of choice.  If the resolution is through an agent, that agent must have knowledge of the customer’s current issue and their relationship history with your company. That’s the only way to proactively offer the right answer to that customer. 

What are best practices for delivering the right answer at the right time?  Why not start with a guidebook from Nucleus Research with insights into enabling agents to deliver the right answer at the right time with 5 best practices for empowering your call center with a multi-channel approach . 

What results should I expect and what are other companies experiencing? Take a look at the business results from Aberdeen’s multi-channel contact center report, or how Compassion UK is increasing income 30%, or how Big Fish Games improved ROI by 1404% in 18 months.

Get free access to different tools and resources for delivering the right answer at the right time by leveraging your contact center or web self- service. 

Sunday Jan 06, 2013

Webcast: The Right Information to the Right People at the Right Time

Live Webcast: The Right Information to the Right People at the Right Time

When your customers have questions, do they get the correct answer quickly – the first time? Can they get the right answer from your website, your agent or a fellow customer?

Well-executed knowledge management can help you get the right information to the right people at the right time, across all channels – making agents more productive, delighting your customers, and keeping costs down.

Join us for a Free Webcast on Thurs., January 17 to discover how Knowledge Management can help you:

  • Drive brand loyalty with a dramatically improved customer experience
  • Increase productivity by empowering agents with up-to-date collective insights
  • Lower service costs by reducing interaction times
  • Provide consistent multichannel service by sharing information across the enterprise

Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.

Register Now

Live Webcast:
The Right Information to the Right People at the Right Time

Date:
Thursday, January 17, 2013

Time:
11:00 a.m. PT / 2:00 p.m. ET

 

Oracle Customer Experience

For more information on Oracle's Knowledge Management solutions, please visit our website, or contact a representative at (866) 630-7669.

 

About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« April 2015
SunMonTueWedThuFriSat
   
1
2
3
5
6
7
11
12
13
14
18
19
20
21
22
23
24
25
26
27
28
29
30
  
       
Today