Business transformation, customer engagement, omnichannel… These strategies sound promising, but how do you actually implement them to stay ‘persistently’ relevant to customers? Ovum Principal Analyst Jeremy Cox will help guide you as he presents the eight core attributes of the Customer-Adaptive Enterprise on this webcast
Wednesday, October 7 at 9 am PT / 12 pm ET.
Ovum’s Jeremy Cox, and Oracle’s Stephen Fioretti, will assist you in determining your current customer engagement maturity level—and what actions you must take to deliver an integrated omnichannel service experience.
Specific topics include:
- Introduction to the Customer-Adaptive Enterprise
- Maturity Levels of Omnichannel Customer Engagement
- Service Organization Transformation: Opportunities, Pitfalls and Success Stories
- Leveraging Social, the Internet of Things (IOT) and New Channels
You will come away knowing your next steps for operationalizing your omnichannel strategy!
Jeremy Cox. Principal Analyst, Ovum
As part of Ovum’s Customer Engagement team, Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation (the customer-adaptive enterprise). With over 20 years’ CRM strategy development and implementation experience, on the inside (IBM) and as a consultant and change agent. He is well placed to support enterprises on their next-generation customer transformation journey.
Jeremy joined Ovum in July 2012, and quickly established the broader customer-adaptive enterprise context, identifying eight core attributes that organizations need if they are to be persistently relevant to their customers: Visionary leadership, an engaged workforce, collaborative, acute sensing capabilities to generate insight and foresight, a superior omnichannel customer experience, continuous innovation, connected, simplified and adaptive processes, and an adaptive enterprise architecture. He has written many papers on transformational CRM, the customer-adaptive enterprise, omnichannel customer engagement, harnessing the voice of the customer to drive continuous improvement in the customer experience, and continuous innovation.
Prior to joining Ovum, Jeremy ran his own transformational CRM consultancy supporting enterprises in both the public and private sectors, with clients such as The Pensions Regulator, The North West Development Agency, HP, Microsoft, Carlson Wagonlit Traveler Services, Pitney Bowes, Honeywell, Eli Lilly, and mid-market firms including Goldsmith Williams Solicitors, Camps Solicitors, and Hurst & Co Accountants. He was also a principal consultant CRM at KPMG Consulting, and held various CRM internal consulting roles at IBM during the transformation years of the mid to late 1990s.
Jeremy co-authored “Mid-Market CRM” with Professor Francis Buttle FCIM and has spoken at various European conferences on CRM as a transformational business strategy enabled by IT, and what it takes to become a customer-adaptive enterprise. He has a master’s degree with distinction from Manchester Business School in strategic market management and CRM.
Stephen Fioretti, Vice President of Product Management, Oracle
Oracle Service Cloud
Stephen Fioretti has Product Management and Strategy responsibility for part of Oracle’s Customer Experience (CX) Strategy as well as Oracle Service Cloud products, where he drives strategy, product roadmap and go-to-market initiatives. Previously at Oracle and Siebel, he served as vice president of Product Management and Strategy for various CRM cloud and on-premise products, specifically in the domains of multi-channel service and support, sales force automation, partner relationship management, and configuration, pricing and quoting.
Before joining Siebel in 2002, Fioretti was Vice President of Business Development at SeeCommerce, a privately-held provider of Supply Chain Performance Management Solutions. Prior to SeeCommerce, Mr. Fioretti spent 5 years at Hyperion Solutions, a leading provider of enterprise business performance management and business intelligence solutions, where he served in executives roles as VP of Marketing and VP of Alliances. Fioretti has spent over 20 years in the information technology industry, including sales, marketing and channel roles at Sybase and Hewlett-Packard.
Mr. Fioretti holds a Bachelor's Degree in Economics from the University of California at Davis, as well as a Master's of Business Administration in Marketing from the University of California at Los Angeles.