Monday Aug 12, 2013

T-Commerce - Revolutionizing the Omni-Channel Experience!

After months and months of watching my favorite host on my favorite guilty-pleasure television show give away the 100th Mazel sweatshirt, I finally decided I HAD to have one of my own! So, off I went to find my iPad to buy my own Mazel sweatshirt. As I placed my order through Delivery Agent’s Commerce platform, I was made aware that I had just experienced “The Next Generation of Commerce.” I actually hadn't, but it intrigued me enough to want to learn more!

I received my sweatshirt and fell in love! It really is as soft as the host and his celebrity guests swear it is. Not only that, I get tons of compliments, comments, and sometimes cultish references to the Real Housewives. It made me think - I should have bought this the first time I saw it. Imagine if it were as simple as pressing "Buy" on my remote, as Delivery Agent wants me to believe it soon will be. Would it have taken me that long? Or, would the ease of purchasing capabilities and my human need for instant gratification have made me push that button a long time ago? How many more products would I buy if it were always that easy? 



T-Commerce (TV commerce) had been missing from the omni-channel experience – until now.

The first T-Commerce enabled televisions have been developed!

  • The [t-commerce] application is pre-loaded into 2012 and 2013 Samsung Smart TVs. The platform offered by Delivery Agent is able to map over 1MM products to a given show, episode, network, ad, character or scene, and make them available for sale across hundreds of shows.
  • Samsung is the #1 brand of televisions.
  • North America is predicted to have a total of nearly 136 million “TV households” by the end of this year.

Imagine the possibilities! The typical process to purchase something you see on a television commercial, for example, is to use another device to go online and visit that brand’s page, usually to only then be redirected to a retailer's site. How much time and effort did that consumer expend just to buy a brand's product? Imagine if, instead, you simply hit a button on your remote and buy a product - without ever having to leave the comfort of your couch or transition to another device! Imagine the increase in conversion rates those brands will realize! Imagine the innovation in Customer Experience those brands will be recognized for!



American Express has also entered the T-Commerce space!

  • For years, marketers have dreamed of viewers who could buy products as TV shows are airing. As a viewer, I've imagined what it would be like to be able to buy a dress one of my favorite characters is wearing. 
  • American Express has been trying to make those visions come to life, partnering with Fox and NBC Universal.
  • "As viewer habits change and technology continues to evolve, and scale gets more elusive, context and impact mean everything," - Linda Yaccarino, president of NBC Universal.

Consider this untapped channel and the huge potential that exists!  Let’s examine the Kardashians as an example.  They are a brand in and of themselves and they also have a TV show. Imagine the revenue that the Kardashians could generate!  As their TV show is playing out, they are now able to naturally and easily position their products. Imagine the cross-brand selling potential for the phones they use, the cars they drive, and the clothes they wear! The marketing and selling potential is tremendous, especially considering that, if executed correctly, this is a subtle selling channel, driven by the customer.

So, let us not forget this very important channel. Be aware - T-Commerce is no longer missing from the omni-channel experience.

  • References:

Start-ups | Delivery Agent Inc. Introduces New T-Commerce App for ...

rightstartups.com/delivery-agent-inc-introduces-new-t-comme...

http://m.adage.com/article?articleSection=media&articleSectionName=Media&articleid=http%3A%2F%2Fadage.com%2Fmedia%2Farticle%3Farticle_id%3D240048

Additional Information: 

http://digital.licensemag.com/nxtbooks/advanstar/license0213/#/24

http://about.americanexpress.com/news/pr/2012/t-commerce.aspx

Friday Aug 09, 2013

Offer Your Customers Exactly What They Are Looking For

Product and customer data is changing at an unprecedented rate. And it’s not only what you collect but also what you input from third-parties, like your vendors and partners. Research shows that master data change at a rate of 2% per month and in 4 out of 5 instances the supplier data is often more accurate than the retailer’s own data. 

So how do you handle multiple versions of the truth, house your product and customer data centrally, and ensure that it’s the most accurate? Poor data quality can undermine your Web site usability and drive a poor customer experience. Companies need to support every stage of the customer buying cycle to ensure that the most accurate product, location, and availability data is available.

Great commerce experiences begin with the quality of the data. Accurate customer and product data is one of your most important assets – and you need both in order to provide your customers with the most personalized buying experience. You need to consolidate multi-structured data and sources into one repository, cleanse data by standardizing, error-correcting, and de-duping, govern data by definition, regulation, auditing, and access, and share master data for better insight to increase sales and trust.

To provide the most accurate search results you also need to standardize product attributes as much of your data may come from internal sources as well as third-party partners. This is critical when it comes to providing the best Web site search results. You don’t want your customers searching for “10 horse power” and “10hp” to have to sort throw two different search results.

By following these key commerce data principles you can provide your customers exactly what they are looking for on your Web site. Click here to learn more about Oracle Commerce and here to learn more about Oracle Master Data Management.

Tuesday Jul 16, 2013

Commerce in China Part 1 – ‘Gotta Have Trust’

I have China on the brain.  No, not because of last night’s dinner.

As I put the final touches on the presentations for Oracle Open World in Shanghai (July 22-25 at the Shanghai Expo Center), I cannot help but start to piece together themes for this amazing market. Through the conversations about online retail in the region and discussions on challenges and opportunities, one unique theme jumps out: Trust.

Each geographic market has its own spirit-of-the moment, the table-stakes expected by a customer.  In China today, this focus on experience translates to trust.  Can I trust the site? Will my payment go through? Will my goods arrive on time?

In the first part of my blog post on China, I’ll write about the unique Chinese market that makes the relationship between transacting through digital channels and gaining consumer trust particularly important.  Subsequent topics in the series will be: China – the ultimate mobile consumer, and observations from Oracle Open World Shanghai.

[Read More]

Monday Jul 01, 2013

What’s New for Oracle Commerce? Executive QA with John Andrews, VP Product Management, Oracle Commerce

Oracle Commerce was for the fifth time positioned as a leader by Gartner in the Magic Quadrant for E-Commerce. This inspired me to sit down with Oracle Commerce VP of Product Management, John Andrews to get his perspective on what continues to make Oracle a leader in the industry and what’s new for Oracle Commerce in 2013.

Q: Why do you believe Oracle Commerce continues to be a leader in the industry?

John: Oracle has a great acquisition strategy – it brings best-of-breed technologies into the product fold and then continues to grow and innovate them. This is particularly true with products unified into the Oracle Commerce brand. Oracle acquired ATG in late 2010 – and then Endeca in late 2011. This means that under the hood of Oracle Commerce you have market-leading technologies for cross-channel commerce and customer experience, both designed and developed in direct response to the unique challenges online businesses face. And we continue to innovate on capabilities core to what our customers need to be successful – contextual and personalized experience delivery, merchant-inspired tools, and architecture for performance and scalability.

[Read More]

Friday May 31, 2013

Improving Customer Experience for Segment of One Using Big Data

By Irem Radzik, Senior Principal Product Marketing Director -- Fusion Middleware

Customer experience has been one of the top focus areas for CIOs in the recent years. A key requirement for improving customer experience is understanding the customer: their past and current interactions with the company, their preferences, demographic information etc. This capability helps the organization tailor their service or products for different customer segments to maximize their satisfaction. This is not a new concept. However, there have been two parallel changes in how we approach and execute on this strategy.

First one is the big data phenomenon that brought the ability to obtain a much deeper understanding of customers, especially bringing in social data. As this Forbes article "Six Tips for Turning Big Data into Great Customer Experiences" mentions big data especially has transformed online marketing. With the volume and different types of data we have now available companies can run more sophisticated analysis, in a more granular way. This leads to the second change: the size of customer segments. It is shrinking down to one, where each individual customer is offered a personalized experience based on their individual needs and preferences. This notion brings more relevance into the day-to-day interactions with customers, and basically takes customers satisfaction and loyalty to a new level that was not possible before.

One of the key technology requirements to improve customer experience at such a granular level is to obtaining a complete and up-to-date view of the customer. And that requires integrating data across disparate systems and in a timely manner. Data integration solution should move and transform large data volumes stored in heterogeneous systems in geographically dispersed locations. Moving data with very low latency to the customer data repository or a data warehouse, enables companies to have a relevant and actionable insight for each customer. Instead of relying on yesterday's data, which may not be pertinent anymore, the solution should analyze latest information and turn them into a deeper understanding of that customer. With that knowledge the company can formulate real opportunities to drive higher customer satisfaction.

Real-time data integration is key enabling technology for real-time analytics. Oracle GoldenGate's real-time data integration technology has been used by many leading organizations to get the most out of their big data and build a closer relationship with customers.  One good example in the telecommunications industry is MegaFon. MegaFon is Russia's top provider of mobile internet solutions. The company deployed Oracle GoldenGate 11g to capture billions of monthly transactions from eight regional billing systems. The data was integrated and centralized onto Oracle Database 11g and distributed to business-critical subsystems. The unified and up-to-date view into customers enabled more sophisticated analysis of mobile usage information and facilitated more targeted customer marketing. As a result of  the company increased revenue generated from the current customer base. Many other telecommunications industry leaders, including DIRECTV, BT, TataSky, SK Telecom, Ufone, have improved customer experience by leveraging real-time data integration.

Telecommunications is not the only industry where single view of the customer drives more personalized interaction with customers. Woori Bank  implemented Oracle Exadata and Oracle GoldenGate.  In the past, it had been difficult for them to revise and incorporate changes to marketing campaigns in real time because they were working with the previous day’s data. Now, users can immediately access and analyze transactions for specific trends in the data mart access layer and adjust campaigns and strategies accordingly. Woori Bank can also send tailored offers to customers.

This is just one example of how real-time data integration can transform business operations and the way a company interacts with its customers. I would like to invite you to learn more about data integration facilitating improved customer experience by  reviewing our free resources here and following us on Facebook, Twitter, YouTube, and Linkedin.

Image courtesy of jscreationzs at FreeDigitalPhotos.net

Tuesday Apr 23, 2013

Avaya is Answering Customer Questions 82% Faster with Oracle by Nav Chakravarti

Webinar: Knowledge Centered Support (KCS) as the Key to Great Service

Date: Thursday, April 25 1 PM EDT

Register: Here

Talk about a quick reply!  Thanks to a recent deployment of Oracle Knowledge for expanded self-service capabilities AvayaAvaya is now providing faster and more informed support to clients and partners. This is to the tune of 82% faster for support searches alone--due to better findability and a rapidly growing knowledge content library.

Avaya delivers collaboration and communications solutions, including unified communications, real-time video collaboration, contact center, networking and related solutions and services, to companies of all sizes around the world.  Avaya has been in the knowledge management game for a long time. But, as they grew, they began to find their legacy knowledge system could not keep up with the global demands for scalability and reliability that Avaya’s business and support required.  

With the adoption of Oracle Knowledge, Avaya achieved a 25% increase in knowledgebase use in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily. Support team members can now search the knowledgebase 82% faster and open an article more than 66% faster than with the legacy system. This means they can resolve cases and locate answers to customer inquiries more quickly.

OracleIn addition to the stand-alone search and authoring interface of Oracle Knowledge, Avaya implemented Oracle Knowledge’s pre-built connector to its Siebel Contact Center environment.  This enables support personnel working in the Siebel environment to access content from Oracle Knowledge without opening a new interface, saving time and effort and allowing agents to easily create new content or provide existing knowledge to clients and partners. 

Learn even more about the success Avaya has achieved with Oracle by reading the full case study or attending an upcoming webinar co-hosted by Avaya and Oracle on April 25 at 1:00 p.m. EDT 

The webinar, called Knowledge Centered Support (KCS) as the Key to Great Service, will explore Avaya’s new knowledgebase system firsthand and delve into how Oracle Knowledge can help your organization.  Join Nav Chakravarti, Vice President of Oracle Knowledge product management; Monique Cadena, Knowledge Centered Support (KCS) Manager at Avaya; and Paul Jay, Founder and President of The Center for Client Retention and ICMI for this in-depth discussion. To attend, simply register here.

Friday Feb 22, 2013

Tough Customer

As one who is willing to pay more for a great experience, I may be a tough customer, but I am one of millions placing significant demands on companies to serve me better. What was surprising to me about the outcome of Oracle’s recent Customer Experience (CX) survey was the gap in perspective between how companies think they are doing relative their customers’ perspectives.[Read More]

Wednesday Jan 09, 2013

Webcast: Connect Your Online Customer Experience with Oracle Commerce and Oracle WebCenter

January 17, 2013 at 10 a.m. PT / 1 p.m. ET

Are you providing your customers with the best possible browsing, shopping and search experiences across all your marketing and commerce websites? Successful organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey from research to selection to support and follow on purchases. This requires a new approach that connects and optimizes all customer touch points.

Attend this webcast to learn how you can enable a more engaging online customer experience by combining Oracle WebCenter Sites with Oracle ATG Commerce and Oracle Endeca. With Oracle WebCenter Sites you can:

  • Unify the online customer experience by bringing together best-in-class web experience management, Commerce, and faceted search capabilities
  • Encourage social interaction by incorporating ratings, comments, reviews and social sharing capabilities into your web presence
  • More easily ingest content feeds from your suppliers and simplify the management of high volumes of detailed product information

Click here to register for this exciting webcast.

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.

 

Monday Dec 31, 2012

Cloud Chat Solutions Enhance Service and Cut Support Costs

Customers demand personalized service. With margins thinner than ever, how can you provide it in a cost-effective way? The answer is ‘Chat.’

Not chat as in people milling about the water cooler. But Live Chat, the newest customer service channel, whose use has doubled in the past few years and whose customer satisfaction score is the highest of all online channels.

Chat sessions enable customer service agents to provide real-time, personalized answers to several customers at once, increasing contact center responsiveness and efficiency while decreasing costs. Here are some results from Oracle RightNow Chat Cloud Service customers:

  • Inc. 500 Retailer ideeliChat enables Ideeli agents to respond to customers within 15 seconds. Faster response times have increased ideeli’s Net Promoter Score and conversion rates while reducing its costs through email deflection and greater efficiency. Chat now accounts for 50% of its customer interactions and is becoming its most popular channel.
  • Financial Services Leader Jackson Hewitt—Chat enables Jackson Hewitt to provide real-time support to both tax preparers and end customers, increasing their satisfaction while improving support efficiency with agents handling multiple chat sessions simultaneously. Chat, along with the knowledge base, has reduced calls by 40%, lowering Jackson Hewitt’s support costs.
  • High Technology Innovator XactwareChat enables Xactware to handle higher support volume without added headcount, despite rapid customer growth. With 75% of inquiries coming through chat, including mobile chat, Xactware has generated significant savings while beating its service level KPIs by as much as 80%.

Using Oracle RightNow Chat Cloud Service, these companies have improved customer service and operational efficiency at the same time, paving the way for sustainable growth and profits.

Join us at an Oracle CloudWorld event near you to learn how Chat, and our other Cloud Customer Service and Support solutions, can help you deliver exceptional customer service experiences. To sign up, please visit our registration page.

To learn more about Oracle RightNow Chat Cloud Service, please visit our website or contact us at (866) 630-7669. You can also see an overview of Oracle RightNow Chat Cloud Service on YouTube.

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