Monday Feb 22, 2016

5 Steps To Start Your IoT-Enabled Service Strategy

By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud

There is plenty of buzz around the Internet of Things (IoT). There will be over 25 billion connected things by 2020. Soon we will be coming across hundreds of connected devices in our homes, at work and on the street.  The IoT is changing our lives.  This is exciting of course, but for many service professionals the question of how to actually start leveraging the IoT is not that easy. Yes, we know there is a lot of devices that are connected – more every second - but how does the head of customer care actually set up an infrastructure that allows them to reap the benefits of IoT?  As we are in the industry of delivering customer service experiences, we will focus on helping define a simple 5 step framework to start an IoT enabled customer service strategy.

So why IoT Enabled Service?

We should start by asking why the interest in IoT enabled customer service?

The value of IoT enabled customer service is pretty straight forward… IoT enabled service provides a differentiated customer experience and it greatly reduces costs for the business.  Just think about a world where customer service isn't something you expect, but something you don't even think about anymore. What if service is automated and proactive? What will it mean for consumer loyalty to have a product that gets fixed before it becomes faulty or parts are replaced before the customer even notices the problem?  Similarly, think about how much it costs to handle all those thousands of incoming calls, e-mails, social media questions, live chats, etc. everyday about issues with devices. By connecting agents with the device, by enabling devices to auto-diagnose and even self-solve service the impact on the customer experience will be great. 

Furthermore, in the event a device or machine requires direct service, such as a visit from a field technician, IoT can again deliver a massive impact.  Taking into consideration that each field service truck roll can easily cost several hundred dollars, providing the field with IoT enabled remote diagnostics and asset history can dramatically reduce costs through unnecessary truck rolls.  In addition, when a field technician arrives on site for a job, he will already have an understanding of the potential problem and can bring the tools and parts to insure a first time resolution.

Making IoT Data Actionable!

The Internet of Things does not constitute a connectivity challenge, but a data challenge. In other words, to do something with the IoT you need to be able to manage the data.  A modern smartphone easily packs 10 sensors (multiply that by 2 BN smartphones today) and a modern car already has over 100 sensors.  A few years from now our homes will have hundreds of devices with a variety of sensors creating data. Just try to picture the scale of the data all those sensors will generate!

The big challenge with IoT for any business is not connecting to the devices, but rather in the collection and analysis of mountains of data. From this analysis customer service teams must identify events that require a service action.  All of this activity must occur in a cost effective and secure manner. Taking this into consideration, service teams must make sure their companies chosen IoT platform can support these requirements.

From Insight to Resolution

Understanding how insights from device data can help improve customer service processes is the next step.  If you are working in customer service, it should be pretty easy to find the low-hanging fruit.  Just ask yourself: “In which situations does the agent ask the customer for information about their device or machine?”  For instance, serial number, part-numbers, error codes, etc. Anywhere where the agents needs info from the device you’ve found yourself a potential use-case.

Once you have identified the most common issues that come into your engagement center today related to devices, analyze them and understand the impact each of these issues has on your business in terms of costs, customer experience and other values. This information will allow you to prioritize possible high impact IoT projects.

5 Steps To Get IoT Enabled Service Rolling

Step 1: Connect and Collect

Connecting your devices to a system that collects data is the first step. Connecting your devices isn't a big challenge, but we do recommend finding a platform that is both manageable and scalable. It is important to realize that the IoT is not static in nature. You'll need a platform that has elasticity to deal with big spikes of incoming data. Other considerations like security of data and the supported connections to devices are also very important.  Because of these considerations you will likely end-up with a cloud service, it will simply guarantee the most consistency, scalability, flexibility and low TCO.

Step 2: Analyze and Trigger

In addition to connecting devices to a system, you need a system than can actually do something with the data that connection provides. You will need a flexible system that enables real-time analysis of high-volumes of data. Data by itself is meaningless if it does not provide insights and action. Identify which insights are relevant and actionable when embedding those insights in service processes.  One of the bigger barriers to mainstream adoption of the IoT is the complexity of integration of such insights into processes. It helps if you have a service platform that’s robust and flexible. You’ll want a platform that’s easy to manage, yet allows strong capabilities to tailor to specific processes, extends and integrates with multiple systems.

Step 3: Set-up Device Service Processes

Setting up a device service process is pretty much the same as setting up a normal customer service process. But instead of asking the customer to do things like collecting data from the device, finding knowledge articles and trouble shooting flows, the device takes a much more prominent role.

We see there are three typical scenarios you can use to set up device service processes:

  1. Device-Assisted Self-Service. This is where the customer accesses knowledge and augments that with data from the device. Think going through a device registration process where the device automatically provides details such as serial numbers, install date, etc. to easily complete the registration process.
  2. Agent-Assisted Device Service. A device triggers a process to have an agent interact with the device to solve the problem. E.g. an agent that opens an incident created by the device and then inside the agent’s work environment interacts with the device to review settings, change configurations, reset the device, etc.
  3. Automatic Service. Here a device triggers an event and starts running service processes. These processes are built in such a way the devices can fully automatically troubleshoot, run through configurations, run diagnostics, change settings, reset and reboot, etc. I.e. processes that would previously take an hour to walk a customer through over the phone can now be performed in seconds.

Step 4: Empower Agents to Talk to Devices

Are your agents trained to talk to machines? IoT enabled service brings a whole new interaction paradigm for service agents. You will need to set up your processes accordingly. Provide the tools to help agents to become accustomed to interacting with machines, such as an agent scripting or visual screen guide. Also be sure to connect your agent work environments to enable interacting with the device to be able to do troubleshooting, remote configuration, set-up, resets, etc.  Also think whether your current KPIs set applies to interacting with devices. Typical contact center KPIs like First Time Resolution and Average Handling Time may not be applicable.

Step 5: Connect Field-Service Technicians

In many cases self-service and agent-assisted service won't be enough to solve a device’s problem and a field service technician needs to be dispatched to make a repair. These field events can occur with great efficiency,  by allowing contact center agents to directly schedule and dispatch technicians.  For example, let’s assume a VIP customer needs an issue resolved immediately.  You’ll want the contact center agent to create the service request, and have that request automatically routed to the nearest available technician, that has the tools, skills, and parts to solve the customers problem.  Furthermore, you’ll need to make sure the field technician has all the relevant customer information, and device information to insure a first time fix.  This scenario is becoming a fairly typical with service organizations where the contact center and the field service teams share the same platform.

Key Take Away’s

The Internet of Things is promising tremendous value for customer service organizations, yet it’s not always easy to start leveraging the IoT. We suggest the IoT is a data challenge, not a connectivity challenge. You will need a scalable and elastic service to collect data, a robust yet flexible system to analyze data in real-time to trigger support processes when needed. You’ll need a strong customer service platform that offers the extensibility and integration capability to embed data insights in support processes. A system that allows auto-diagnostics and that allows your service agents to troubleshoot and interact with the device, in a manner that’s easy for agents to adopt. You’ll also want a system that connects your customer service and field service teams to further streamline processes.

Coming to Mobile World Congress 2016 in Barcelona, Spain? Come and visit the Oracle Service Cloud product management team at the Samsung Enterprise booth in Hall #6. We will be happy to give you a complete demo that demonstrates all the 5 steps above on a single platform.

Thursday Dec 10, 2015

The Internet of Things is Here – is Your Field Service Organization Ready?

With billions of devices and sensors already connected, and that number increasing daily, it’s safe to say that the Internet of Things is disrupting life as we know it. Think about it – our every step is tracked via wearable fitness trackers. A smart thermostat can automatically adjust heating and cooling to optimize energy efficiency. Traffic patterns influence the way a smart traffic signal operates throughout the day. And, much like in our daily lives as consumers, the Internet of Things offers new opportunities for organizations across all industries. For organizations that provide services in the field – whether at a customer’s home or business – these opportunities can lead to significant boosts in operational efficiency and new levels of customer engagement and satisfaction.

By leveraging data constantly collected from connected devices and sensors, these organizations can better predict when services will be required and eventually, shift to a more proactive maintenance and repair model. This will not only reduce asset downtime and allow organizations to be more efficient in their field service planning, it will positively impact customer relationships. Imagine: before you even realize your air conditioner is broken, a field service technician is knocking on your front door to fix it. Or better yet, imagine that before the air conditioner ever even had an issue, the manufacturer predicted a problem and dispatched a field service technician to prevent any downtime at all.

Your field service organization can achieve smarter, streamlined field operations thanks to IoT, but you must start developing your IoT strategy today. Ready to get started? Check out our guide, Three Things That Your Field Service Organization Needs to Know About the Internet of Things (IoT), which outlines the top things you’ll need to know in order to start implementing a successful IoT strategy today. Download it here.

And, for more information on modern field service management with Oracle Field Service Cloud, visit www.oracle.com/goto/field-service.

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

Thursday Oct 29, 2015

The Oracle Service Cloud Tour: Exclusive events. Unforgettable experiences.

By Jeff Lundal, Group Vice President, Oracle Service Cloud 

When was the last time you thought, “Wow – that company really treated me like a star?” When was the last time you were blown away by brilliant service – and inspired to better your own? Prepare to make that day now, and make everlasting memories, as we bring our unique roadshow – the Oracle Service Cloud Tour – to your city.

So, why unique? Well, conferences can be great. Keynote speakers are often insightful. Breakout sessions may seem enlightening. But sometimes, the best way to learn is by doing… seeing, feeling and being a part of the action.

The Oracle Service Cloud Tour is less about being instructed by others, and more about enjoying remarkable customer experiences yourself – the Oracle way. It’s about networking with likeminded professionals, and service leaders rubbing shoulders with some of the country’s most renowned celebrities. It’s about dining, spectating and laughing. It’s about being inspired to pass on those once-in-a-lifetime moments to your customers and clients.

Entirely exclusive, and by invitation only, the events hosted throughout the Oracle Service Cloud Tour will be attended by a handful of carefully selected customer service leaders – as well as a different celebrity in each city, from legendary chef and TV personality Ming Tsai in Boston to NFL Pro Joe Montana in Santa Clara and aerobatic pilot Sean Tucker in Washington.

Breaking down the barriers of your standard symposium, the tour’s events will feature no classrooms, no lecture halls and no presentations. Instead, they’ll take place in some of the nation’s most incredible venues – in a relaxed, informal setting – boasting awesome activities and the opportunity for guests to hang out with their heroes.

For further details, and to see which celebrity is appearing in your city, click here.

Friday Oct 23, 2015

DISH Network’s Journey to Modern Field Service Management

By Yuval Brisker, VP of Product Management, Oracle Field Service Cloud

Almost four years ago, TOA Technologies and DISH Network announced an important milestone. Together, the two companies completed the largest deployment of a SaaS mobile workforce management solution ever, deploying TOA’s ETAdirect to over 14,000 field technicians across the United States in less than four months from the beginning of deployment. DISH had selected TOA as the first part of a strategic initiative to transform its technology and business processes with the goal of putting the customer at the center of the service experience.

As one of the largest pay-TV providers in the United States, DISH was looking to leverage technology in new ways to enhance efficiency in its operations and improve the bottom line, while improving customer satisfaction. DISH decided a technology revamp was in order – upgrading many of its back-end systems, including its billing solution, and for the first time, deploying a complete field service management software solution. 

This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.

DISH partnered with TOA, which has since been acquired by Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate its field service operations, reducing back-office headcount and streamlining planning and field service operations management. The natively SaaS OFSC/TOA solution allowed the company to automate and optimize the management of its entire hybrid field workforce – both in-house and contracted resources, as well as partners – within one central solution providing advanced booking, capacity management, job assignment, routing and scheduling capabilities. Using OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able to significantly boost operational efficiency and free up its back-office staff to focus primarily on managing exceptions. The company was also able to increase job completion rates, reduce drive time, and align the technology that DISH employees use to do their work with customers with the most state-of-the-art tools available today.

DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:

  • 15% increase in technician productivity
  • 75% reduction in planning and dispatch staff
  • 40% reduction in calls into the contact center asking, “Where’s my tech?”
  • 55% reduction in technician overtime
  • 10% reduction in miles driven
  • Increased on-time arrival to 91%

Learn more about DISH’s journey to becoming a modern field service leader and its challenges and solutions along the way at Oracle OpenWorld 2015. Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, when they will discuss Dish’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. The session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud will be held on Tuesday, Oct. 27th at 4:00 p.m. in Moscone West – 2016.

Find more information, or register for our session here.

Tuesday Oct 20, 2015

Join Over 20 Oracle Service Cloud Customer and Solution Sessions at OpenWorld 2015!

Outstanding service is still the top reason customers recommend a business. And the Oracle Service Cloud team is excited to once again join the Oracle OpenWorld 2015 customer experience (CX) activities to talk about how to deliver outstanding service anywhere, anytime to today’s customers.  The team is hosting more than 20 sessions on how to differentiate your brand by unifying web, social, contact-center and field service experiences to help develop lasting, profitable customer relationships.  Please join us in San Francisco, October 25th-29th in Moscone West, on the 2nd floor to:  

  • Hear how top organizations like HQ Air Reserve Personnel Center, LinkedIn, SiriusXM, and others are delivering consistent, positive customer service across all channels with cost-effective assisted and self-service experiences.
  • Discover how to engage with customers by using live chat, co-browse, social, web, mobile and field service to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers including updates to advanced knowledge capabilities and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.

OpenWorld 2015 attendees will also gain access to discussions on pressing service industry trends with analyst thought leaders such as Kate Leggett of Forrester Research.  In addition to in depth service solution demos and best practices, attendees will be able to gather insights into upcoming Oracle Service Cloud product strategy.  All of the sessions are designed to help drive continual business value for service professionals by simply outlining how to get going, get better, and get ahead with innovative customer service.  For more information about CX Central and to attend this year’s valuable Oracle Service Cloud sessions, please visit and register here.

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. 


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