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

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

Thursday, January 17, 2013

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:

  • 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.

Thursday Dec 13, 2012

Oracle Customer Experience (CX) Solutions Make Retailers Merry

Tis the season to be jolly. If you’re a retailer, your level of jolliness depends on sales. So you watch trends like U.S. store traffic increasing 3.5% to 308 million on Black Friday but sales actually falling 1.8% to $11.2 billion.

Fortunately, by the end of November, retail sales were up 3.7% over the previous year, thanks to life recovering after Hurricane Sandy. And online sales topped $1 billion for the first time ever!

Who are the companies improving their sales online? They are big names like Walgreen’s, Nordstrom’s HauteLook, and Intuit. More importantly, how are they doing it? They use cutting-edge business practices enabled by Oracle’s CX Cloud Service & Support solutions to:

  1. Increase conversions rates and order sizes (Customer Acquisition)
  2. Enhance customer satisfaction and loyalty (Customer Retention)
  3. Reduce contact center costs and improve agent productivity (Operational Efficiency).

Acquisition + Retention + Operational Efficiency = Sustainable Growth and Profits. That’s the magic formula for retail customer service success. Don’t take our word for it. Look at the results of these Oracle customers:

  • Walgreen’s Drugstore—30% sales conversion rate on chat sessions with 20% increase in shopping cart size
  • Nordstrom’s HauteLook—40,000+ interactions per month—20% growth over last year— efficiently managed by 40 agents, with no increase in IT costs
  • Intuit—50% increase in customer satisfaction and 70% decrease in cost per interaction

Using Oracle’s CX Cloud & Service solutions, these retailers deliver consistent, relevant, and personalized experiences across all touchpoints, including social, mobile, and web. Their ability to connect with customers anytime, anywhere—providing the right answer at the right time—helps them create a defensible advantage in the marketplace.

Want to learn more? Please visit for free resources on delivering exceptional customer service in the Cloud. Also, watch our YouTube channel to learn more about seamless multichannel retail and Winston Furnishings’ exceptional customer experience.

Thursday Dec 06, 2012

BYOD-The Tablet Difference

By Allison Kutz, Lindsay Richardson, and Jennifer Rossbach, Sales Consultants

Less than three years ago, Apple introduced a new concept to the world: The Tablet. It’s hard to believe that in only 32 months, the iPad induced an entire new way to do business. Because of their mobility and ease-of-use, tablets have grown in popularity to keep up with the increasing “on the go” lifestyle, and their popularity isn’t expected to decrease any time soon. In fact, global tablet sales are expected to increase drastically within the next five years, from 56 million tablets to 375 million by 2016.

Tablets have been utilized for every function imaginable in today’s world. With over 730,000 active applications available for the iPad, these tablets are educational devices, portable book collections, gateways into social media, entertainment for children when Mom and Dad need a minute on their own, and so much more. It’s no wonder that 74% of those who own a tablet use it daily, 60% use it several times a day, and an average of 13.9 hours per week are spent tapping away.

Tablets have become a critical part of a user’s personal life; but why stop there? Businesses today are taking major strides in implementing these devices, with the hopes of benefiting from efficiency and productivity gains. Limo and taxi drivers use tablets as payment devices instead of traditional cash transactions. Retail outlets use tablets to find the exact merchandise customers are looking for. Professors use tablets to teach their classes, and business professionals demonstrate solutions and review reports from tablets.

Since an overwhelming majority of tablet users have started to use their personal iPads, PlayBooks, Galaxys, etc. in the workforce, organizations have had to make a change. In many cases, companies are willing to make that change. In fact, 79% of companies are making new investments in mobility this year. Gartner reported that 90% of organizations are expected to support corporate applications on personal devices by 2014.

It’s not just companies that are changing. Business professionals have become accustomed to tablets making their personal lives easier, and want that same effect in the workplace. Professionals no longer want to waste time manually entering data in their computer, or worse yet in a notebook, especially when the data has to be later transcribed to an online system.

The response: the Bring Your Own Device phenomenon. According to Gartner, BYOD is “an alternative strategy allowing employees, business partners and other users to utilize a personally selected and purchased client device to execute enterprise applications and access data.” Employees whose companies embrace this trend are more efficient because they get to use devices they are already accustomed to.

Tablets change the game when it comes to how sales professionals perform their jobs. Sales reps can easily store and access customer information and analytics using tablet applications, such as Oracle Fusion Tap. This method is much more enticing for sales reps than spending time logging interactions on their (what seem to be outdated) computers. Forrester & IDC reported that on average sales reps spend 65% of their time on activities other than selling, so having a tablet application to use on the go is extremely powerful. In February, Information Week released a list of “9 Powerful Business Uses for Tablet Computers,” ranging from “enhancing the customer experience” to “improving data accuracy” to “eco-friendly motivations”. Tablets compliment the lifestyle of professionals who strive to be effective and efficient, both in the office and on the road.

Three Things Businesses Need to do to Embrace BYOD

  • Make customer-facing websites tablet-friendly for consistent user experiences
  • Develop tablet applications to continue to enhance the customer experience
  • Embrace and use the technology that comes with tablets

Almost 55 million people in the U.S. own tablets because they are convenient, easy, and powerful. These are qualities that companies strive to achieve with any piece of technology. The inherent power of the devices coupled with the growing number of business applications ensures that tablets will transform the way that companies and employees perform.

Wednesday Dec 05, 2012

Learn How to Integrate Social Media into Your Customer Service - December 12 Webcast

Charlie Knapp 

Are you interested in learning more about social media customer service strategies? Then register for CRM Magazine's Roundtable Webcast, Four Social Media Support Strategies, being held Wednesday, December 12 from 11 AM - 12 PM PT (2 - 3 PM ET).

The webcast features Oracle's Charlie Knapp, Director of CRM/CX Applications, Product Marketing who will speak on best practices for social enabling your contact center and customer support.

Here is a brief overview of the webinar:

Today's customers reveal an incredible amount of valuable information through social media on a daily basis. How well is your organization able to listen and repond? Join Parature, Verint Systems, KANA, and Oracle in this free webinar and learn how to:

  • Enable collaboration across the enterprise to provide service and support in social media.
  • Enhance loyalty, drive voice of the customer listening, and reduce costs.
  • Intelligently identify, route, and engage directly with your customers through social media.
  • Integrate social media into contact center workflows to solve customer issues, protect your brand, and improve satisfaction.

Register now to join us for this free web event.


Friday Oct 05, 2012

Mapping Your Customer Experience Journey

For those who attended today’s Oracle Customer Experience Summit keynote you heard from Brian Curran talk about the strategies and best practices to implement customer experience (CX) in your organization.  He spoke about how this evolving journey begins by understanding six steps to transform your business and put your customers front and center.  Here are those key six steps:

  1. What are the strategic business objectives in your company?
  2. What are your operational objectives and KPIs necessary to measure a CX project? Build an income statement and create “what if” scenarios and see how changes impact your business’ bottom line.  Explore what keeps you from getting to your own goals for your business.
  3. Define the business objectives and opportunities you want to meet?
  4. Understand the trends and accelerators in the market?  What factors are going on in the market affect that impact your business?  Social?  Mobile?  Cloud?  Just to name a few.  Many of these trends may signal a change in the way people think about your business.
  5. What approach will you take to solve these issues?  Understand who your customer is.  How do you need to adapt your business to build relevant, personalized customer experiences?
  6. What technologies can you implement to address CX?  Does technology help you solve your problem?

A great way to begin your customer experience journey is a concept called journey mapping, one of the most powerful and deceptively simple tools for unlocking CX innovation at your organization. Here is where you can learn more about how you can bring this concept into your business to drive great customer experiences.


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