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.

Tuesday Sep 23, 2014

Disrupt or Be Disrupted—Digitally Speaking

Just when we thought we had a firm grasp on customer experience and were well on our way to getting it right, a new movement is grabbing our collective attention.[Read More]

Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here

Tuesday Aug 26, 2014

Join Chuck LaDow, Kodak for Customer Service Best Practices Webcast Thursday, August 28 at 11 am PT / 2 pm ET

Want to exchange best practices with fellow customer service professionals but just don't have the time?

Take 30 minutes this Thursday, August 28th at 11 am PT / 2 pm ET to listen to Chuck LaDow, Director, Global Customer Support, Eastman Kodak, share lessons learned from his 35 years of experience leading customer service organizations at Kodak, as well as Apple, Dell, HP and D&M Holdings.

Chuck was one of the first contact center executives to implement 24/7/365 customer support.

Register for the webcast.

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
« July 2015
SunMonTueWedThuFriSat
   
1
2
3
4
5
7
10
11
12
13
16
18
19
20
21
23
24
25
26
28
29
30
31
 
       
Today