Wednesday Sep 30, 2015

New Microsite Featuring the Latest Oracle Service Cloud Content

Let's face it. You're busy. You don't have time to visit several different websites to research the latest customer service and support trends. You need one place to go where you can find information on topics like how to:

  • Engage customers online with seamless web and social self-service 
  • Empower contact center agents to deliver personal, omni-channel support
  • Equip field service techs to arrive on schedule and fix it right the first time

You're in luck! For the next week, all that information can be found on this microsite. Everything from how-to guides to customer case studies to side-by-side vendor comparsions. All right here for you -- in one convenient place.

 Visit the microsite today so you can deliver modern customer service to every customer, every time!

Wednesday Sep 23, 2015

Take a Quick Tour of Oracle Service Cloud

What do you know about Oracle Service Cloud? You may have heard it delivers complete, out-of-the-box customer service. Or that it enables lasting, profitable customer relationships by delivering unified web, social and contact center experiences.

But that ‘marketing speak’ only gets you so far… To really understand what Oracle Service Cloud can do for your business, you have to take a test drive. Get behind the steering wheel and try out its capabilities.

Oracle Service Cloud’s Quick Tour Demo puts you in the driver’s seat. Click here to see firsthand how Oracle’s Web Customer Service can help you deliver the very best customer experience (CX)—while lowering costs and increasing conversions.

Choose ‘Show Me’ if you want a chauffeured experience. Or ‘Try It’ to navigate for yourself.

Want to see more? Then Sign up for a live demo customized to your needs.

Tuesday Sep 22, 2015

Learning How to Disrupt and Deliver Stellar Experiences at Gartner Customer 360

By Christine Randle, Analyst Relations, Oracle Service Cloud

Last week Gartner held its annual
Gartner Customer 360 Summit in San Diego. The event is well-worth attending and this year was no exception. The theme: “Delivering Great Customer Experiences at the Speed of Digital Business” had an agenda packed with both strategic and tactical content from leading analysts like Michael Maoz, Olive Huang and Jim Davies (just to name a few) to help attendees build powerful Customer Experience (CX) programs.

Oracle was onsite, and we were thrilled to have two of our marquee customers presenting at the event. BeachBody’s Louis Ross was on hand to share details about how the company has designed an agile customer-centric strategy for its over 16 million customers and 200,000 coaches that delivers seamless and personalized experiences.

And not only did LinkedIn’s Andy Yasutake present at the event, but he and his team of masterful customer operations professionals won a Gartner and 1to1 Media Customer Excellence Award for Innovation in Service!

Now, we’ve all heard of LinkedIn (unless you live under a rock), but what you may not know about is the company’s ‘Members First’ initiative (Hint: this is why they won the Gartner and 1to1 award). This program was developed by some seriously smart people at LinkedIn who are dedicated to delivering stellar member experiences to folks just like you! I mean, you’re a LinkedIn member, right?

So what is ‘Members First’? LinkedIn developed this program after recognizing the need to put more focus on its member community. So the company partnered with Oracle Service Cloud to develop a program built on the well-established trinity of people, process, and technology.  The goal: To boost member engagement and satisfaction across the globe.

The LinkedIn support team had been servicing members using reactive, manual processes, resulting in siloed data that was difficult to analyze and act on. As member growth exploded, Andy and his team realized that this approach was no longer sustainable and sprang into action, standing up its Global Customer Operations (GCO) team and developing four pillars for success: Prevention, deflection, efficiency, and adding value. Importantly, the program established a means for LinkedIn to actively listen to members’ direct and indirect feedback, identifying key trends and service gaps. This proactive approach allows the team to hone in on the most pressing issues both quickly and precisely.

And it’s working! With an 85% decrease in average initial response times and a 68% decrease in average resolution times, LinkedIn has achieved an impressive 23% increase in its CSAT scores, up from 6.6 to 8.1. Not too shabby!

Congratulations LinkedIn! This is a shining example of what happens when an organization lives and breathes customer experience.  For a more in-depth look at this award winning ‘Members First’ initiative, check out LinkedIn’s presentation from Gartner Customer 360. It’s chock full of real-world advice that you can leverage in your own organization. Need more? For added detail on exactly why LinkedIn is a leader in customer excellence, read the 1to1 Media article about the program. Then tell us how you plan to disrupt and deliver your own stellar customer or member experiences!

Monday Sep 21, 2015

CustomerThink Webcast Series: 3 Stages of Evolution to Becoming a Modern Customer Service Organization

Many businesses today are at some stage of their journey to delivering an optimal, differentiated Customer Experience (CX), with the vision of building sustainable growth and profits through stronger customer relationships and reliable business data. Getting a vision around the “what” you want to deliver is not easy. The next question is even harder: “How” to build, deliver and grow to reach your visionary state?

In this 3-part CustomerThink webcast series, CX thought leaders Kate Leggett (Forrester), Ray Wang (Constellation Research) and Bruce Temkin (Temkin Group) will guide you through the Roadmap to Modern Customer Service. They will help you:

  • Benchmark where you are in your industry
  • Identify the issues you need to solve and in what order
  • Invest in technologies that best meet your goals
  • Incrementally measure your success along the way

Register now

First Webcast: Get Going with Modern Customer Service
Thursday, Oct. 15, 10-11 am PT / 1-2 pm ET
Join Kate Leggett and JP Saunders as they discuss the first stage of the Roadmap to Modern Customer Service: Get Going. At this initial stage, organizations focus on moving from limited silo channels, to multiple channels of choice, so customers can engage on any device. They invest in channels and knowledge to improve interaction capabilities and reduce service volume and cost through greater operational efficiency.

Second Webcast: Get Better with Modern Customer Service
Thursday, Nov. 12, 10-11 am PT / 1-2 pm ET
Join Ray Wang and JP Saunders as they discuss the second stage of the Roadmap to Modern Customer Service: Get Better. At this next stage, organizations focus on transitioning from silo systems, to a unified platform that enables agents to deliver consistent, relevant, cross-channel service. Here they invest in contact center staff and processes to improve service quality, customer satisfaction and customer retention—leveraging the savings they’ve gained from the first stage.

Third Webcast: Get Ahead with Modern Customer Service
Thursday, Dec. 10, 10-11 am PT / 1-2 pm ET
Join Bruce Temkin and JP Saunders as they discuss the third stage of the Roadmap to Modern Customer Service: Get Ahead. At this advanced stage, organizations focus on evolving from anonymous service experiences to personalized, segmented engagements in every channel. They invest in data and analytics to create more opportunities for acquiring new customers at lower cost, and for expanding their relationships with brand advocates. This ability to monetize engagements enables companies to achieve sustainable growth and profits.

At the end of this series, you will come away knowing what to focus on, and how to measure your success—so you can start modernizing your customer service capabilities with a self-funding model right away!

Register today!

Speaker Biographies

Kate Leggett, Principal Analyst, Forrester Research
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles.

R “Ray” Wang, Principal Analyst and Founder, Constellation Research
R "Ray" Wang is the author of the popular business strategy and technology blog "A Software Insider’s Point of View". With viewership in the 10's of millions of page views a year, his blog provides insight into how disruptive technologies and new business models such as digital transformation impact brands, enterprises, and organizations.

Bruce Temkin, CCXP, Managing Partner & Customer Experience Transformist, Temkin Group
Bruce Temkin is widely viewed as a customer experience visionary. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, Temkin Group, is a leading research and consultancy focused on enterprise-wide customer experience transformation. It helps many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners.

JP Saunders, Senior Director, CX Strategists, Oracle (Host)
In his current capacity, JP leads the go-to-market initiatives for the Oracle CX Cloud Service offering. A recognized thought leader, innovator and strategist, JP has over 16 years experience in SaaS, Customer Service, Customer Experience and CRM application development. JP joined Oracle through the RightNow acquisition where he led the Global Product Marketing team. Prior to that, JP lead Product Management for a Social CRM startup that was part of the Oracle Inner Circle partner. 

Monday Sep 14, 2015

Transforming the Customer Experience with Field Service

Customer expectations for service are shifting – so much so that the customer experiences organizations deliver have become a critical competitive differentiator. Now, organizations are challenged to find new ways to enhance each interaction with customers. For those with mobile employees serving customers at their homes or businesses, there’s an opportunity to take customer relationships to the next level by investing in a modern field service strategy.

Think about it: most often, a field service appointment is the only face-to-face interaction an organization will have with customers. And, field service appointments typically occur during a critical point in the customer lifecycle – a customer has recently purchased a new product or service that needs to be installed, or the customer experiences a problem with a product or service purchased and it needs to be resolved. These interactions provide pivotal opportunities for organizations to build positive relationships with their customers, and ultimately increase retention, differentiate their brand and improve the bottom line.

With each field service event holding so much potential, organizations must ensure field service resources are empowered to provide the best experience possible. Interested in learning more about in the relationship between field services and improved customer satisfaction, and how to build a field service organization that takes advantage of this connection? Check out the Oracle Service Cloud white paper, titled “Field Service and Customer Care,” to understand:

  • How the customer landscape is changing and what’s driving this shift
  • How technology trends and the focus on customer success are transforming the traditional service model
  • What the new customer care model looks like and how field service fits in

Download the white paper here. And, for more information about Oracle Service Cloud’s field service management solution and the customer care benefits it provides, visit

Friday Sep 11, 2015

Oracle Service Cloud Granted U.S. Department of Defense Authority to Operate

Oracle Service Cloud has received an Authority to Operate (ATO) from the U.S Department of Defense (DoD) under the DoD Cloud Security Model at security impact Level 4.  Oracle Service Cloud is the first cloud offering in Oracle’s U.S. DoD Cloud to receive an ATO. Oracle’s U.S. DoD Cloud is a community cloud available for all DoD agencies. 

The rigorous review of Oracle’s environment was completed by an accredited third-party organization at the Level 4 security impact for a SaaS offering using a community deployment model. Level 4 security impact refers to Controlled Unclassified Information (CUI) or other critical mission data that requires protection from unauthorized disclosure.

According to David Vap, group vice president, Oracle Service Cloud, “Oracle will be able to support U.S. government agencies by providing a secure platform in the cloud to better serve military men and women.  The Department of Defense can now procure commercial cloud services in order to meet dynamic user needs, improve efficiency and drive greater productivity while at the same time, have assurances that Oracle Service Cloud delivers against process and security control requirements.”

By deploying Oracle Service Cloud on top of Oracle’s FedRAMP authorized Infrastructure as a Service (IaaS), Oracle provides the DoD with benefits such as:

  • Supporting the DoD Cloud First Policy
  • Providing a secure Cloud environment to support DoD needs
  • Offering a low cost option to the DoD
  • Allowing faster implementations and better service to DoD customers

More information on this certification is available at

To learn more about Oracle Public Sector, follow @Oraclegov on Twitter and join the Oracle Public Sector community on Facebook.

Tuesday Sep 08, 2015

October 7 Webcast: How to Become a Customer-Adaptive Enterprise with Ovum Principal Analyst Jeremy Cox and Oracle VP of Product Management Stephen Fioretti

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! 

Register now

Jeremy Cox. Principal Analyst, Ovum
Customer Engagement

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.

Thursday Aug 27, 2015

Latest Oracle Field Service Cloud Release: Improving the User Experience to Enhance Service

Delivering an exceptional customer experience is critical to the success of any organization. For organizations sending field service resources to customers' homes and businesses to deliver products or perform services, empowering those resources can help ensure a better experience for the end customer. Oracle Field Service Cloud's latest release includes product enhancements that help organizations empower their field resources and enhance their experience in using the solution. 

[Read More]

Wednesday Aug 19, 2015

Webcast: Simplify Customer Interactions with Policy Automation

Increasingly, companies struggle to complete complex service requests, onboard customers, and comply with shifting regulations and internal policies. At the same time, there is an enormous opportunity for companies to drive down costs by empowering customers to self serve. 

Please join the Oracle Policy Automation Team – Timothy Doherty and Harriet Franklin – to learn how to empower your customers AND employees. And hear from Hanno Hesse about how Oracle Gold Partner Monad Solutions has empowered Oracle Customers! 

You'll discover how to:
  • Easily manage complex requests
  • Comply with shifting policies
  • Empower customers to self serve and dramatically reduce customer service costs
  • Drive revenue growth by matching prospects with the right products and services
  • Your Roadmap to Modern Customer Experience
  • Hands-on Demonstration
  • How to Learn More

Webcast Tuesday, August 25, 2015 10 am PT / 1 pm ET

Monday Aug 17, 2015

Latest Oracle Release Helps Brands Power Positive Social Service Experiences by Stephen Fioretti

Today more than one in three customers prefer to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, peer to peer communities or other social networks. Through a connected and fluid customer experience across engagements, organizations can establish a competitive advantage!

Coming on the heels of Oracle’s recent Twitter-enriched social customer service solution announcement, the latest release of Oracle Service Cloud and Oracle Social Cloud continues to power that positive and differentiated customer experience.  The new functionality helps brands deliver competitive social service experiences, increase social engagement and gain valuable business insights along the way through:

New Community Self-Service Solution

  • A new approach to web self-service that brings community functionality directly into the core Oracle Service Cloud multi-channel web experience.
  • Customers no longer have to separately navigate self-service and community sites to find an answer; instead they can interact with formal knowledge (Knowledge Base) and customer knowledge (community answers) in a single experience.
  • Helps streamline the customer journey, enabling customers to quickly find answers, and driving efficiencies by reducing contact center requests.
  • Makes it easy for companies to launch and maintain a customer community as a native part of the web customer service solution.

Enhanced Social Service and Incident Routing

  • New workflow capabilities between Oracle Social Cloud and Oracle Service Cloud enable organizations to leverage the power of social insights and engagements.
  • Business users can now attach contextual attributes and notes from posts or incidents identified by Oracle Social Cloud directly to Oracle Service Cloud.
  • Helps improve service quality and efficiency by providing more customer information and context.
  • Enables business users to accurately route social posts to the best skilled agents by topic and improve resolution time as social posts are shared with the appropriate agents quickly.

Extended Social Listening and Analytics Capabilities to Private Data Sources

  • Enhanced connectivity between Oracle Social Cloud and Oracle Service Cloud has also extended social listening and analytics to enterprise private-data sources such as the new Community Self Service capability, survey data and chat and call logs.
  • Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment and customer metrics, and can view private and public data side by side in the Oracle Social Cloud Relationship Management dashboard.

Don’t just take our word regarding these exciting new social service developments.  According to Gartner, investment in Peer-to-Peer Communities drives support costs down and boosts profits. In fact, in a December 2014 Gartner research note, Nine CRM Projects to Do Right Now for Customer Service, “Gartner clients who are successful in this space are still seeing on average a 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities,” wrote, Michael Maoz, Vice President, Distinguished Analyst, Gartner, “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

For more information regarding Oracle Service Cloud and Oracle Social Cloud’s latest product announcement click here, check out this interesting VentureBeat article or visit us at CRM Evolution, August 17th-19th at the Marriott Marquis in New York City!


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