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

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.  

Friday Feb 20, 2015

Look Beyond Marketing When Considering Customer Experience by Gib Bassett

Most people think Customer Experience is about marketing, or the activities associated with the last mile of the shopping journey. However this misses the bigger picture of many factors that support a successful customer experience.

A great example of a company doing it right is 7-Eleven. As shown in this video, 7-Eleven leverages a common foundation for what it calls the “digital guest experience,” as well as its merchandising and accounting systems. In this way, 7-Eleven serves its customers personalized and mobile in-store offers. Where it goes beyond is in applying purchasing and behavioral insights to its merchandising and assortment strategies.

Less forward-thinking retailers could take a lesson from 7-Eleven’s approach. Consider the case of specialty retailer Wet Seal. I have followed Wet Seal for a few years – the company has been very progressive in its use of in-store mobile and social shopper engagement.

So I was surprised by recent news that the company was closing two-thirds of its stores. Reportedly, Wet Seal struggled to keep pace with fashion trends (style and price) – and experienced reduced foot traffic in the malls where it invested. Given their progressive shopper engagement practices, and the data and insights these efforts generate, I would have thought Wet Seal was in a better position to foresee changes in its customersand make different decisions regarding merchandise and assortments.

Wet Seal is not alone. Without an analytics-first approach to consumer engagement that encapsulates all facets of customer experience, retailers run the risk of focusing too heavily on the marketing aspect of the shopping journey.

For example, with deep analytics, Wet Seal would have noticed changes in customer behavior, such as greater price sensitivity, and merchandise indicators such as social chatter about preferences for competitor assortments. With such predictors of change in hand, Wet Seal could have altered pricing, promotion and assortments to stay ahead of customer preferences.

We should first accept that all shoppers are demonstrating connected behaviors, which make it essential and easy to understand what’s happening with them digitally. That’s certainly the case with 7-Eleven’s customers. Mobile and social channels can help shoppers navigate deals, alternatives and new customer experiences. Retailers can use this information to stay a step ahead.

In summary, retail customer experience should be based on an integrated view of the various business operations that support the customer’s experience. Marketing, store operations, online sales, merchandising, inventory, and service should operate off the same view of the customer providing agility and deep business intelligence.

Gib Bassett

CPG and Retail Industry Principal

Twitter @gibbassett

Friday Feb 13, 2015

ICMI Webcast: Forbes Reveals How Financial and Retail Companies Modernize Customer Service by Cedric Turner

Customers have lots of options. 
If you don’t deliver the right answers fast,
they’ll go somewhere else.

That’s one of the reasons knowledge is the top customer service investment, according to a recent Forbes survey of 400+ executives. Financial services and retail companies use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance.

Join this ICMI webcast on March 5 at 1 pm EST / 10 am PST to hear ICMI and Oracle discuss how companies are getting ahead on the Roadmap to Modern Customer Service.

You will learn:

Register Now


Joshua Dodge

Senior Client Success Manager, Oracle

Joshua Dodge, Senior Client Success Manager at Oracle, helps companies modernize their customer service organizations to drive more efficiencies and deliver a better experience. He helps clients accelerate their progress by partnering with them to develop a clear roadmap for modern customer service. Prior to joining Oracle, Josh worked in a variety of customer service and project management leadership roles, including at Sony where he managed call center operations globally, both in-house and outsourced. Josh earned his Master’s certification in Project Management and B.A. from the University of Wisconsin-Madison.


Kris Friday

Principal Solutions Consultant, Oracle

Kris Friday, Principal Solutions Consultant at Oracle, works with global financial services organizations to help them grow client relationships through implementing customer experience and engagement tools. Currently, Kris is working with a number of Fortune 500 companies on developing knowledge management strategies for delivering highly personalized service at less cost. Prior to joining Oracle, Kris worked with contact centers in a variety of industries, advising them on technologies to enhance the customer experience and improve overall efficiency.


Erica Strother

Community Specialist, ICMI

Erica Strother is the Community Specialist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. 

Wednesday Feb 11, 2015

Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo

On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the Way You Innovate event in San Diego, CA.

Accepting the award on behalf of Oracle, Igor Khalatian remarked that 2014 was an exciting year for co-browse technology. LiveLOOK, the company he founded in 2008, was acquired by Oracle with co-browse becoming an important feature of the Oracle Service Cloud solution. The product itself was re-imagined, completely changing the way that businesses can provide live help to online and mobile customers. Oracle Co-browse was designed to be fast and easy-to-use, while addressing the privacy and security concerns of enterprise organizations and supporting the wide range of evolving use cases for screen sharing during a service interaction. The ability to securely co-browse any combination of web, mobile and desktop content is unique to Oracle Co-browse, as is its ability to handle any type of rich web media, including responsive design. This feature, called TrueView, is one of the main reasons Frost & Sullivan recognized Oracle as the leader in co-browsing technology.  

Frost & Sullivan Research Analyst Ben Gresham noted in a February 11 announcement that, “Oracle Co-browse addressed the challenge of exactly replicating views with the TrueView feature. This solution presents agents with the actual views of the customers’ screens as they have it configured at their end. This is a huge improvement over screen-sharing and regular HTML-based co-browsing solutions because if the customers change display settings, the alterations are transferred to the agents in real time.” 

It is exciting to receive this award from Frost & Sullivan, validating that Oracle’s Co-browse solution is meeting an important business need to provide efficient, personalized service to online and mobile customers.  

If you’re looking for more information about how Oracle Co-browse compares to screen sharing and HTML-based co-browsing solutions, this outline goes through the differences in detail. Also check out the full report from Frost & Sullivan outlining the industry challenges that the Oracle Service Cloud addresses with its leading Co-browse solution here.  

Scott Seebauer, Michelle Brusyo and Igor Khalatian of Oracle accept the Frost & Sullivan award for innovation in co-browse technology January 14, 2015.

Thursday Jan 29, 2015

2015: A New Perspective on Millennials in Consumer Goods and Retail by Cassie Moren

Consumer goods (CG) companies and retailers are asking how they can better engage with millennials to buy their brands and get them in the store. Given the attractiveness and size of the millennial market (80 million), Interbrand and Oracle recently conducted a study to understand millennials from a behavioral perspective.

The research findings determined that five segment breaks exist within the millennial generation, based upon the clustering of their various attitudes and behaviors, each representing a cluster or “tribe” that behaves similarly: 1. The Up & Comers, 2. The Mavens, 3. The Eclectics, 4. The Skeptics and 5. The Trendsetters.

This is just a glimpse into the subsets within the millennial generation. What quickly becomes clear is that targeting millenials as a whole is ineffective as they range from financially-dependent teens to married homeowners with kids. By considering these unique segments and determining which have the most potential for your brand, there’s an opportunity to build a deeper connection and deliver an experience that will appeal to the next generation of customers. Here are five themes and technologies that brands need to consider in order to win millennials:

  1. Drive consumer acquisition, activation and advocacy anywhere, anytime through encouraging cross-channel consumer engagement
  2. Provide a personalized, rich and consistent commerce experience across channels through cross-channel commerce
  3. Create consumer-focused category, assortment, pricing and demand plans through consumer-centric planning and optimization
  4. Develop rich insights on consumers through retail and consumer insights
  5. Acquire and manage a single and accurate view of the consumer through consumer data management and activation

Read Report now

Thursday Nov 13, 2014

Ray Wang keynoting at Oracle CloudWorld in Boston on Tuesday, December 9th

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. 

Register now

"This event has my whole team really fired up!" 

Oracle CloudWorld Chicago 2014 Attendee 


Friday Nov 07, 2014

Will Campaigning Ever End? It Shouldn’t.

Now that the U.S. midterm elections have passed, you have to feel good about getting a break from all the ads regardless of your political affiliation. That is, unless you live in a state with a run-off.[Read More]

Wednesday Nov 05, 2014

Join Forbes and Oracle for CX Service Journey Mapping Workshops this December in a City Near You

Are you passionate about customer service? Do you fall asleep at night brainstorming ways to better engage customers, empower agents, and adapt quickly to market changes? Then we have just the event series for you!

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.

You will:

  • 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
Register here

December 4, 2014
Atlanta, GA
Register here

December 9, 2014
Chicago, IL
Register here

December 11, 2014
Denver, CO
Register here

December 11, 2014
Santa Clara, CA
Register here

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

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

Register now. After the webcast, you will receive a free report of the survey results when published.



Tuesday Oct 21, 2014

Webcast: Your Roadmap to Modern Customer Service this Thurs., 10/23 at 2 pm ET by Kelly Costlow

Want to become a Modern Customer Service organization but don't have a roadmap for getting there? Then join us for a live webcast this Thursday, October 23 at 11 am PT / 2 pm ET where Oracle customer service experts JP Saunders and Tom Cloos will help you develop your own blueprint for achieving modern customer service success. 

You will learn how to align your service initiatives with your overall customer experience strategy to achieve:
  • Better service at lower cost
  • Greater ease attracting and keeping customers
  • Larger profits in your contact center


About the speakers:

JP Saunders, Senior Director, Customer Experience (CX) Product Strategy at Oracle  

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 

Tom is responsible for the North American Client Success Group, ensuring Oracle Customer Experience (CX) clients achieve business success by realizing the full value of their SaaS investments. Tom has been helping companies drive more business value from their technology solutions for over 20 years.
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
« February 2015
SunMonTueWedThuFriSat
1
2
3
4
5
6
7
8
9
10
12
14
15
16
17
18
19
21
22
23
25
26
27
28
       
       
Today