By Monica Poonia-Oracle on May 04, 2016
Los Vegas, Apr 26th – 28th[Read More]
Modern Cloud – London
The Oracle Modern Cloud Conference took place in London on the 2-3 February and was a showcase of Oracle Cloud capability covering ERP, HCM, CX and IT. With Oracle keynotes from Thomas Kurian and Shawn Price and further keynotes from Sir Dave Brailsford of British Cycling and TeamSky, and Rebecca Galambos of The Prince’s Trust, a charity set up by HRH Prince Charles, which helps young people aged 13 to 30 get into jobs, education and training. Brailsford, a sport’s psychologist, gave a totally inspiring speech covering motivation, culture, winning and overcoming your inner chimp*! A few memorable quotes:
“You have to fight your inner chimp.”
"You have to believe! If you don't believe you'll never achieve."
In the Oracle Sales Cloud section we had a fantastic presentation by Gartner VP and Analyst Tiffany Bova who talked about the changing customer, trust and behaviour.
Memorable quotes from Tiffany Bova:
"68% of the material your buyers use to make decisions is NOT coming from you!"
"Customer trust is based on experience, prospect trust is based on third parties”
Finally, we had four great presentations that took us on a journey through a classic sales cycle from organisational design to closing deals. In particular, presentations by Panasonic and Vodafone showed how they are driving commercial benefits from Oracle Cloud Solutions:
The breadth of cloud capability being delivered by Oracle in incredible. They have implemented Oracle....Sales Cloud, Marketing Cloud, Service Cloud and CPQ Cloud, and still run Siebel for Field Service. They are seeing:
"Lead to Opportunity times cut from 2 days to less than 1 hour"
"Self service reporting in real time"
"Upgrade resource time cut from 120 days to 12 days moving from on-premise to cloud".
The sheer scale of benefit delivered through there ultra-rapid deployment of Oracle CPQ Cloud.
“40% of quotes now approved by sales rep or manager”
“50% reduction in Sales Cycle time”
“The targeted win ratio increase more than doubled”.
For more examples of benefit being gained through Oracle's Truly Modern Cloud, please join our global cloud community for customer panels, best practices, thought leadership, and hands-on training at the Modern Sales Experience in Las Vegas April 26-28.
* The "inner chimp" is based on work by Steve Peters, an English psychiatrist, who works in elite sport. For more information on this subject please refer to Steve's work.
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:
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!
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.
You will come away knowing your next steps for operationalizing your omnichannel strategy!
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.
This is a follow up to my first post on customer success.
One of my first jobs was as a bus boy at a New York Deli Restaurant. I was 14 years old and the gentleman who hired me made it very clear that my job was to make sure that customers had a great time—more than just good food, people were buying the whole experience of eating in a deli (like the Stage or Carnegie in New York). Greeting guests, bringing them sour pickles, answering questions about what I liked to eat and offering up some free cookies towards the end of the meal didn’t seem like much in the grand scheme of things but in the context of this restaurant, it drove their business with hour long wait times.
In hindsight, the general manager of this restaurant clearly understood what many businesses are still figuring out today—that people buy experiences, be it in restaurants, online, brick & mortar stores, etc. Even more so, he understood that the people on the front line needed to represent the brand and needed to be enabled to deliver on it. So even as a 14 year old (I actually looked older), I had eaten just about everything on the menu and could speak to it with confidence. Management actually encouraged me to run to the counter and grab some cookies for people to try.
We invented ambassadors because nothing can replace face-to-face interaction, particularly when messages travel sometimes quite slowly through complex organizations. Just like now.
This seems obvious, and it is, until you realize that organizations make two huge mistakes:
A. They don't hire brand ambassadors, they hire clerks and bureaucrats, and treat them and pay them accordingly.
B. They don't manage and lead brand ambassadors, don't measure and reward and create a cadre of people who can listen for the brand and speak for the brand.
Would you send the clerk on aisle 7 to speak to a head of state or vital partner on behalf of your company? Because that's what he's doing right now.
Here are a few things to think about as you evaluate your own businesses in terms of bringing brand ambassadorship to the front lines, be it in call centers or physical stores. Each business is unique so there is not necessarily one prescriptive solution. If you are just getting started with a transactional online site, here are a few other good articles about storytelling through visual commerce and branded manufacturers extending their identity in the direct to consumer channel.
The May 2015 release of Oracle Service Cloud enhances the power of Service Cloud with integration accelerators for Siebel, EBS and Oracle Field Service Cloud. These new accelerators enable companies to connect their Service Cloud solutions with other business systems, optimizing their investments while improving operations across the organization.
Unlike traditional integration offerings, Oracle Service Cloud Integration Accelerators are designed to equip companies and technology partners with the resources they need to quickly and easily build custom integrations that leverage the power of Oracle’s business solutions to meet the unique and evolving requirements of each organization.
Extend Great Service to the Field
With the acquisition of TOA Technologies in 2014, Oracle Service Cloud added field service management capabilities to its suite of products to help companies further streamline web self-service, contact center and field service interactions. To optimize the integration between Oracle Field Service Cloud and Oracle Service Cloud, this Accelerator enables companies to leverage the field service solution’s powerful, predictive routing and scheduling functionality directly within the Oracle Service Cloud Agent Desktop. Using an intelligent booking calendar, contact center agents can book field appointments based on the real-time availability of field resources – so customers can choose a date and time that’s most convenient for them. Field service employees get more context about a customer’s problem, and contact center agents can view updates as work is assigned and completed. Companies can now deliver a holistic and consistent service experience from the moment an inbound incident is received, through appointment scheduling and routing, and all the way through post-appointment customer feedback.
Connect Web Self Service with Siebel for a 360° Customer View
The Siebel Integration Accelerator enables the creation of custom widgets to show customer information in both Siebel and Service Cloud interfaces. Information captured from Customer Portal can be automatically added to a Service Request in Siebel, and outbound communications from the Siebel interface can be viewed in Customer Portal as well.This Integration Accelerator further enhances the integration capabilities for customers looking to utilize both Siebel and Oracle Service Cloud components.
Enhance EBS with Oracle Service Cloud Contact Center Capabilities
The EBS Integration Accelerator builds upon the same capabilities available for Siebel, connecting Web Self Service with the EBS agent interface. In the May release, this Accelerator also adds support for contact center components, connecting with EBS data to identify inbound callers and giving agents access to full customer data and history during an interaction on either the EBS or Oracle Service Cloud platforms.
In addition to these Integration Accelerators, the May 2015 release includes several other new features and enhancements, including:
The place to get informed about customer experience and how it impacts your success.