Thursday Mar 19, 2015
Friday Mar 13, 2015
By Tuula Fai on Mar 13, 2015
Forbes Insights conducted a survey of 400+ customer service executives and found that 70% of high technology and manufacturing companies say they use knowledge management to provide relevant, accurate answers across any channel to both customers and agents. This percentage places both industries among the lead group.
Rockwell Automation is a perfect example of a high technology AND manufacturing company that is leading the way.
Please join us for an industry-focused webcast presented by ICMI, Rockwell Automation and Oracle. You will learn:
- How Rockwell Automation uses knowledge-centered support (KCS) to provide quality service
- Where Forbes identified customer support opportunities within high tech and manufacturing
- What you can do to advance your modern customer service and support capabilities
Monday Mar 02, 2015
By Tuula Fai on Mar 02, 2015
In the last three years as a Customer Experience Strategist for Oracle, I've had the unique privilege of personally discussing Customer Experience (CX) strategies with over 100 different brands. These companies have ranged from global conglomerates to niche startups, in Financial Services, Retail, Healthcare, Entertainment, Consumer Goods (CG) and High Tech.
Fortunately, many of the executives I've met with truly appreciate customer experience as a point of strategic differentiation as a company-wide goal. The CEO of one international CG manufacturer told me, “eventually anyone can sell similar products – it’s how we sell those products that will keep us ahead.” The founder of a start-up fashion line in New York City made nearly the same comment when she explained customers, “purchase our experience – and get a nice product, too.”
However, while most savvy executives drive and define the customer experience strategy, they are too encumbered with traditional responsibilities to take the lead in developing and executing that strategy. To overcome this hurdle, industry leading companies invest in Customer Experience Leaders. They also make certain that the individual reports very near to the CEO, to break down internal barriers.
As more companies recognize the critical role of the
Customer Experience Leader, they will discover that the ideal CX candidate
possesses four key attributes:
- First, the Customer Experience Leader has high Emotional Intelligence (EI). With high self-awareness, EI allows the appointed individual to work delicately among tenured employees across multiple internal organizations, and with deep empathy. EI also keeps customer experience leaders concentrated on the real emotions of customers.
- Second, the Customer Experience Leader is Creative, as ingenuity and resourcefulness allow customer experience endeavors to be both unique and transformative.
- Third, the Customer Experience Leader is Analytical. Design thinking is critical in this capacity, but it must also be balanced with the ability to mine data, assess feasibility, evaluate ROI, and architect processes. Though not necessarily abundant, such right brain (creative) + left brain (analytical) leaders do exist, and selective companies will benefit from the unique combination.
- Finally, the Customer Experience Leader is Eclectic. The
broader the experience, the greater is the innovation potential. Industry experts are often prisoners of their
own perspectives, and many companies will find the best Customer Experience
Leaders come from outside their own company, frequently working in diverse
I challenge every company to align a commitment to CX with a dedicated Customer Experience Leader, one who possesses the traits and authority required for success. Our research indicates that 86% of customers are happy to pay 25% more for a better customer experience. A lucrative business benefit will follow–and justify–a proper investment in a qualified Customer Experience Leader.
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
By Tuula Fai on Feb 27, 2015
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.
Wednesday Feb 11, 2015
Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo
By Tuula Fai on Feb 11, 2015
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.
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
By Tuula Fai on Jan 29, 2015
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:
- Drive consumer acquisition, activation and advocacy anywhere, anytime through encouraging cross-channel consumer engagement
- Provide a personalized, rich and consistent commerce experience across channels through cross-channel commerce
- Create consumer-focused category, assortment, pricing and demand plans through consumer-centric planning and optimization
- Develop rich insights on consumers through retail and consumer insights
- Acquire and manage a single and accurate view of the consumer through consumer data management and activation
Read Report now
Thursday Nov 13, 2014
By Tuula Fai on Nov 13, 2014
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.
"This event has my whole team really fired up!"
Oracle CloudWorld Chicago 2014 Attendee
Wednesday Nov 05, 2014
By Tuula Fai on Nov 05, 2014
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.
- 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
December 4, 2014
December 9, 2014
December 11, 2014
December 11, 2014
Santa Clara, CA
For more information, please visit our website.
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
By Tuula Fai on Sep 22, 2014
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.
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.
Thursday Jul 10, 2014
By Tony Berk on Jul 10, 2014
Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel. [Read More]
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