Wednesday Apr 02, 2014

CX @ OpenWorld Call for Customer Success Stories is Now Open - by Scott Ewart

Oracle OpenWorld is Oracle’s flagship customer conference, and CX @ OpenWorld is our CX focused conference within a conference designed for all Oracle’s CX customers: (Sales, Service, Marketing, Social, Commerce, Siebel, CPQ, Knowledge). This is where we highlight all of our products, our product roadmaps, the technical side of our software, integration among the entire Oracle suite of CX products, as well as celebrate and learn from our customers’ stories and successes. Our main theme this year is “Modern Customer Experience Transforming Your Business”, and we are looking for sessions that align with the theme of transforming the customer experience, how you have accomplished providing your customers with a great exposure to your business from start to finish, and integration of the entire customer experience lifecycle (marketing, sales, social, commerce, CPQ, service, Knowledge)

This year, customers and partners are invited to submit sessions that describe your experience in a case study format. We want to hear the details around what questions you asked yourselves before embarking on a project, what goals you wanted to achieve, and why that was important to your business.

Of particular interest to our audience at this conference is how you have achieved your goals, including the implementation process, and the business value gained as a result. We want you to describe different aspects of your implementations. We want you to tell us the evaluations you did when you compared products and decided on your path to move forward. We want you to share your successes with us and other Oracle customers that can learn from your experience.

We are interested in the HOW you got things accomplished. We do not want to hear a commercial for a particular implementation methodology with a particular partner; we DO want to hear about how your partnership enabled success in the project, and win-win situations.

This year, especially, we want to hear about the decisions you made to integrate your solutions. Are you using your existing solutions and adding Cloud solutions on top of them? Have you shifted your entire business to the Cloud? How are you integrating the solutions you are using? We want to hear about the other solutions in your environment – are you integrated with more than one cloud inside CX (Marketing, Sales, Service)? Please share these stories with us.

At CX @ OpenWorld, it is our hope that we create a community of all CX professionals and technicians where people want to hear from each other, connect with each other, and build relationships by sharing stories and solutions. By sharing your story, you also get the additional benefit of bringing recognition to your company and to you as a professional in the industry.

Session submissions are due by April 15, 2014. Please submit your abstract here.

Friday Jul 12, 2013

Register early for CX @ Oracle OpenWorld and Save $500

CX @ OpenWorld September 22-26, 2013 | San Francisco
The imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving this is not. CX @ OpenWorld will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you deliver on your CX/CRM initiatives. You will also discover how Oracle technologies can support your business with both cloud and on-premise applications. You’ll hear Oracle’s CX vision and how we plan to address key trends in customer experience, including social, mobile, big data, and cloud. Come to CX @ OpenWorld and learn how to turn your CX thought leadership into action leadership.

Program highlights include:

  • Dedicated CX zone for CX/CRM, Moscone West, Level 3
  • 140+ CX sessions across CX Strategy and Design, Marketing, Sales, Commerce, Service, Social and Industry tracks
  • Cloud and on-premise application content, including Oracle ATG, Oracle E-Business Suite, Oracle Eloqua, Oracle Endeca, Oracle Fusion, Oracle Knowledge, Oracle RightNow Cloud Service, and Siebel
  • 15 Customer Journey Mapping workshops
  • CX Exhibition Experience
  • CX Industry Showcase Theater

Register today. Only 7 days left to save with the early registration discount. Early registration ends July 19, 2013.


 

•Meet the Experts sessions

Friday Mar 29, 2013

Have Something to Say? OpenWorld Call for Proposals

The stage is set, the microphone has been tested, the audience is settled, the first slide is displayed... What are you going to say? Now is the time to figure it out, so you are ready for Oracle OpenWorld 2013 in September. 

If you want to be a speaker and propose your own session for this year's event in San Francisco on September 22nd - 26th, starting thinking now! OpenWorld Call for Proposals is open now until April 12th.

All of the details to submit a proposal are available here.

Of course we are interested in sessions around any of the Oracle CX and CRM products, but the Call for Proposals is open to all Oracle topics. When submitting your topic, be sure to describe what you plan to discuss and the value of the presentation to other attendees. Sell your session, because there will be a lot of competition to be selected. But we know you can do it!

Bonus News: Speakers for selected sessions receive a complimentary full conference pass! Get your proposals in because we can't wait to hear what you are going to say!

.

Monday Oct 01, 2012

OpenWorld: Our (Road) Maps are Looking Good!

Oracle OpenWorldWow, only one (or two) days down at Oracle OpenWorld! Are you on overload yet? I'm still trying to figure out how to be in 3 sessions at the same time... I guess everyone needs to prioritize!

There was a lot to see in Monday's sessions, especially some great forward-looking roadmap sessions. In case you aren't here or you decided to go to other sessions, this is my quick summary of what I could capture from a couple of the roadmaps:

  • Fusion Roadmap SessionIn the Fusion CRM Strategy and Roadmap session, Anthony Lye provided an overview of the Fusion CRM strategy including the key design principles of 3 E's: Easy, Effective and Efficient. After an overview of how Oracle has deployed Fusion CRM internally to 25,000 users worldwide, Anthony discussed the features coming in the next release, the releases in the next 12 months and beyond. I can't detail too much since you haven't read Oracle's Safe Harbor statement, but check out Fusion Tap and look for new features and added functionality for sales prediction, marketing, social and integration with a number of the key Customer Experience products. 
  • In the Oracle RightNow CX Cloud Service Vision and Roadmap session, Chris Hamilton presented the focus areas for the RightNow product. As a result of the large increase in development resources after the acquisition, the RightNow CX team is planning a lot of enhancements to the functionality, infrastructure and integrations. As a key piece of the Oracle Customer Experience (CX) strategy, RightNow will be integrated with Oracle Social Network, Oracle Commerce (ATG and Endeca), Oracle Knowledge, Oracle Policy Automation and, of course, further integration with Fusion Sales and Marketing. Look forward to seeing more on the Virtual Assistant, Smart Interaction Hub and Mobility.

In addition to the roadmaps, I was looking forward to hearing from Oracle CRM customers. So, I sat in on two great Siebel customer panels:

  • The Maximizing User Adoption Rates for Siebel Sales and Siebel Partner Relationship Management panel consisted of speakers from CSL Behring, McKesson and Intuit. It was great to get an overview of implementations for both B2B and B2C companies. It was great hearing that all of these companies have more than 1,000 sales users (Intuit has 4,000) and how the 360 degree view of the customer in Siebel is helping these customers improve their customers' experience (CX). They are all great examples of centralized implementations which have standardized processes across the globe and across business units. 
  • Waste Management, Farmers Insurance and the US Citizenship & Immigration Services presented in the Driving Great Customer Experiences with Siebel Service Applications session. Talk about serving large customer bases! Is it possible that Farmers with only 10 million households is the smallest of these 3? All of them provided great examples of how they are improving the customer experience (CX) including 60-70% improvements in efficiency or reducing the number of applications the customer service reps (CSRs) need to use from 10 to 1 (Waste Management) and context aware call transfers to avoid the caller explaining their issue 3 times (USCIS).

DEMOgroundsSo that's my wrap up of only 4 sessions from Monday. In between sessions, I stopped by the Oracle DEMOgrounds and CRM Pavilion to visit with a group of great partners and see the products and partner integrations in action.

Don't miss a recap of Mark Hurd's Keynote. I can't believe there were another 40+ sessions covering CRM, Fusion, Cloud, etc. that I missed today! Anyone else see any great sessions?

Sunday Sep 30, 2012

Oracle OpenWorld Kicks Off Today Delivering A Full Week of Insight, Education, and Unique Experiences

San Francisco has been transformed into a sea of red and more than 50,000 attendees from 140 countries will converge in the Bay Area for a week of education and insight into Oracle's strategy and roadmap on today’s leading technology initiatives, including engineered systems, cloud computing, business analytics and big data, and customer experience. 

Tonight kicked off with Oracle CEO Larry Ellison discussing how Oracle is taking a fundamentally different approach to delivering technology that is engineered to work together to give customers extreme performance, simplicity, and cost savings.  The jam-packed week continues with:

  • More than 2,500 educational sessions
  • Nearly 3,500 customer and partner speakers from marquee brands sharing how they are using Oracle technology to power their businesses
  • Over 400 Oracle product demonstrations in the DEMOgrounds – make sure to stop by to see the latest demonstrations for our Customer Experience solutions including Oracle Commerce, Oracle RightNow, Oracle WebCenter, Oracle Fusion CRM, Oracle Social Relationship Management, and more.

With more educational content than ever before, OpenWorld also expands to include six sub-conferences within the main OpenWorld umbrella including the Customer Experience Summit @ OpenWorld which runs October 3rd-5th. 

All of this education and insight comes with some fun as well.  OpenWorld has become an exciting destination with new experiences unveiled each year including the debut of the first annual Oracle OpenWorld Music Festival, featuring some of today’s hottest acts, emerging bands and DJs over five nights playing at locations throughout San Francisco.

Our Customer Experience team will be blogging and tweeting all week to keep you up-to-date so be sure to subscribe to our Customer Experience blog and follow us on Twitter and Facebook:

If you are at OpenWorld, we hope you have a great week and get the knowledge you need to take your Oracle applications to the next level.  And, if you were not able to make it this year, be sure to tune into the sessions that are broadcast live online

Thursday Sep 27, 2012

RightNow CX @ OpenWorld: What to Experience

RightNowWe want to welcome our RightNow CX customers to Oracle OpenWorld next week. Get ready for a great week and a whole new experience!

For a high level overview of what is going on during the week, please review these previous posts: Is There a Cloud Over OpenWorld? and What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12. Also, don't forget you can add on the Customer Experience Summit @ OpenWorld to make your week even more complete and get involved with the Experience Revolution!

Below is a highlight of only some of the RightNow related sessions at OpenWorld. Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity.

No better way to start off than hearing where Oracle RightNow is going!

Oracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from David Vap and his team of Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Oracle OpenWorldInterested in the Cloud and want to know why some leading CIOs are moving to the cloud? You can hear first hand from CIOs from Emerson, Intuit and Overstock.com: CIOs and Governance in the Cloud (CON9767) - Oct 3, 11:45 AM.  

And of course there are a number of sessions that drill down into more specific areas. Here are just a few:

  • Deliver Outstanding Customer Experiences: Oracle RightNow Dynamic Agent Desktop Cloud Service (CON9771) - Oct 1, 4:45 PM. This session covers how companies have delivered exceptional customer experiences and how the Oracle RightNow Dynamic Agent Desktop Cloud Service roadmap will evolve in the future. The Oracle RightNow Contact Center Experience suite includes incident management, knowledge, guided processes, and other service capabilities to unify the customer experience across channels. Come learn about the powerful tools that enable even your junior agents to consistently provide outstanding service across all customer interaction channels.
  • Self-Service in the Age of Data Intimacy (CON11516) - Oct 1, 3:15. Even though businesses are generating more and more data around their relationships and interactions with customers, very little of the information a business generates ends up available to the contact center and even less is made available to the online service experience. The generic one-size-fits-all approach that typifies most online service experiences ultimately fails to address all user needs, and that failure ultimately leads to the continued use of high-cost agent-assisted channels for low-value interactions. This session introduces Oracle RightNow Web Experience’s Virtual Assistant and discusses how you can deliver rich, engaging, highly personalized experiences with the quality of agent-assisted service at a much lower cost.
  • Improve Chat Experiences: Best Practices for Chat Pilots and Deployments (CON11517) - Oct 1, 4:45 PM. Today’s organizations are challenged to grow revenue and retain customers with fewer resources, and many have turned to chat as an approach to improving the customer experience, increasing sales conversions, and reducing costs at the same time. From setting goals and metrics and training staff to customizing and tuning the solution, this session provides best practices and lessons learned from a broad set of implementations to help you get the most out of your chat solution.
  • Differentiated Experience with Web Service (CON9770) - Oct 2, 1:15 PM. A reputation for excellent customer service can differentiate your brand and drive revenue. In this session, learn how to develop that reputation by transforming your online self-service into a highly interactive, branded customer experience. See live examples of how Oracle RightNow Web Experience has helped customers deliver on their Web service strategies.
  • Unifying the Agent’s Engagement Console (CON11518) - Oct 2, 1:15 PM. Does your customer experience suffer because your agents are toggling between multiple tools? Do your agent productivity and morale suffer as well? Come to this session to learn how Oracle RightNow CX Cloud Service seamlessly unifies these disparate systems into a single engagement console. Regardless of channel, powerful adaptive tools consistently guide agents across contextually aware personalized workflows. Great agent experiences drive great customer experiences.
  • Oracle RightNow CX Cloud Service and the Oracle Customer Experience Portfolio (CON9775) - Oct 3, 10:15 AM. This session covers how Oracle’s integrated suite of customer experience (CX) products fits with the Oracle CX portfolio of products (Oracle Fusion Customer Relationship Management; the Oracle ATG, Oracle Endeca, and Oracle Knowledge product families; and Oracle Business Intelligence) to increase revenues, strengthen customer relationships, and reduce costs across the entire end-to-end customer lifecycle for companies that sell to consumers and those that sell to businesses.
  • Greater Insights from Customer Engagements (CON9773) Oct 4, 12:45 PM. In this session, hear how to leverage service interaction insights, customer feedback, and segmented service engagements to improve the customer experience. Discover how customers, such as J&P Cycles, learn and take action based on business insights gained through their customer engagements.

Again, these are just some of the sessions, so check out the Content Catalog for details on Knowledge Management, Customization, Integration and more in the Oracle Develop stream for Customer Experience. Be sure to visit the Oracle DEMOgrounds in the Moscone West Exhibit Hall.

If this is your first OpenWorld, welcome! If you are returning, hi again and enjoy!

Wednesday Sep 26, 2012

The Customer Experience Imperative: A Game Changer for Brands

By Anthony Lye, SVP, Cloud Applications Strategy, Oracle

We know that customer experience has emerged as a primary differentiator for businesses today.  I’ve talked a lot about the new age of the empowered consumer. At Oracle we’ve spent a lot of time developing technologies and practices that our customers can implement to greatly improve their customer experience strategies.

Of course I’m biased, but I think that we have created a portfolio of the best solutions on the planet to help organizations deal with the challenges of providing great customer experiences. We’ve done this because we started to witness some trends over the last few years. As the average person began to utilize social and mobile technologies more frequently and products commoditized, customer experience truly remained the only sustainable differentiator for businesses.

In fact, we have seen that customer experience is often driving the success or the failure of a product or a brand. And as end customers have become more vocal about their experiences with companies on social and mobile channels, they now have the power to decide which brands will win and which brands will lose.

To address this customer experience imperative, I believe that business today must do three things really well:

Connect with your customers. You have to connect with customers whenever, wherever and however they want. Organizations must provide a great experience on their existing channels— the call center, the brick and mortar store, the field sales organizations, the websites and social properties. Businesses must also be great at managing and delivering journeys on these channels, while quickly adapting to embrace the new channels that emerge.

You have to understand mobile. You have to understand social. You have to understand kiosks. These are all new routes to market, new channels where your customers may or may not show up. You have to interact with them where they are. You have to present information in a way that's meaningful to them. As well as providing what we would call a multichannel experience. We have to recognize that customers may start their experience on one channel, but end it on a different channel. It’s important that an organization’s technology solutions enable, not just a multichannel strategy, but a strategy that can power new channels and create customer journeys that cross these channels.

Get to know your customers. Next, companies need to get to know the customer as intimately as the customer will allow. Today most customer interactions are anonymous, but it’s important for brands to know which customers drive value. Customers want to provide feedback. They want to share their opinions, but they want to know that those opinions are being heard and acted upon. For this to occur, we need to know much more about the customer and then reward them for their loyalty and for their advocacy.

Enable connections. The last thing is to enable people to connect or transact with your brand. We've got to make it really, really simple for customers to do business with us. We can't make them repeat the steps; we can't make them tell us their identity for the fifth time as they move between organizations. These silos can no longer sustain or deliver a good customer experience. It's extremely important that companies be where customers want them to be—that we create profitable journeys for us and for them.

Organizations have to make sure that there is a single source of truth that defines the customer. We have to make sure that the technology applications that we rely on understand not just the dimensions of multichannel, but of cross-channel too. We have to enable social at the very core of the overall architecture. We have to use historical analytics, real-time decisioning as well as predictive analytics to help personalize and drive an experience. And these are all technologies that IT needs, that IT is familiar with, but needs to enable for the line of business that in turn can enable for the end customer.  This means that we've got to make our solutions available to the customers in the cloud.

In this new age of the empowered consumer, businesses have to focus on delivery mechanisms that reduce the overall TCO, while driving a rapid rate of innovation and a more rapid rate of deployment.

At the Oracle Customer Experience Summit @ OpenWorld, I’ll discuss these issues and more. I hope that you can join us for what promises to be an unforgettable experience.

Oracle Customer Experience Summit @ OpenWorld

Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution?  Find out from experts at a one-of-a-kind event:  Oracle Customer Experience Summit @ OpenWorld

Preview the Conference Schedule for October 3 – 5, 2012

Registration - Wednesday October 3, 7:00 a.m.–6:30 p.m.
Westin St. Francis, Moscone West, South, Hilton San Francisco, and Hotel Nikko

Sample Sessions:
The Experience Imperative - Wednesday October 3, 12:30 p.m.–2:30 p.m.
Mark Hurd, President, Oracle
Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy
David Vap, Global Vice President, Product Development, Oracle
Mike Svatek, Chief Strategy Officer, Bazaarvoice

Leading the Experience Revolution - Wednesday October 3, 3:45 p.m.–4:45 p.m.
Seth Godin, Best-Selling Author, Founder of Squidoo.com
David Vap, Global Vice President, Product Development, Oracle

Driving a Customer Experience Strategy - Wednesday October 3, 5:00 p.m.–6:00 p.m.
David Vap, Global Vice President, Product Development, Oracle
Matthew Banks, Senior Director, Customer Experience Solutions, Oracle

Register now.

Wednesday Sep 19, 2012

Customer Experience Metrics That Matter Most

When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied.

To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business.

Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

Monday Sep 17, 2012

How Are Businesses Advancing with the Experience Revolution?

Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution? Find out from the experts at a one-of-a-kind event: the Oracle Customer Experience Summit at Oracle OpenWorld, San Francisco, October 3-5.

Our featured speakers are global visionaries including Seth Godin, George Kembel from the Stanford d:School, Bruce Temkin, Kerry Bodine and Paul Hagen from Forrester, and Gene Alvarez from Gartner. Featured industry leaders will include speakers from Athene Group, Bazaarvoice, Comcast, Consortium of Service Innovation, Haworth, Intuit, KPN, Marriott, Nikon, Quicksilver, Royal Caribbean, SapientNitro, Southwest, Stryker, Stuart Concannon, and Twilio. Featured speakers from Oracle will include Oracle President Mark Hurd, Anthony Lye, David Vap, Brian Curran, John Kembel, and Matthew Banks. So, please join us at the Customer Experience Summit at the Oracle OpenWorld Conference.

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