Thursday Aug 23, 2012

What is the ROI of Customer Experience?

By delivering exceptional customer experiences, companies can acquire new customers, retain more customers, and improve efficiency.

What would that be worth to your company? How we you evaluate the return on your investment?

This new report and webinar by the Temkin Group, based on a survey of top companies and 13,000 consumers across the US and the UK, explains how.

Want to learn more from global leaders of the Experience Revolution such as Anthony Lye, Seth Godin, and Bruce Temkin? Join us at the Customer Experience Summit at the Oracle OpenWorld Conference in San Francisco, October 3-5. Early Bird registration discounts end September 5.

Tuesday Aug 07, 2012

Forrester on How to Navigate the Future of Customer Service

How do you use customer service as a competitive advantage today? Are you struggling to balance cost management and customer satisfaction? The facts:

  • Eighty-six percent of customer service decision-makers say that a good customer experience is one of their top strategic priorities
  • Sixty-three percent say that they want their customer experience to be the best in their industry
  • Thirteen percent say that they want to be a leader in customer experience across all industries

Tune in to this informative, on-demand webcast with Forrester Research. Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate Leggett is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John Perez has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.

Wednesday May 30, 2012

Webcast: Navigating the Future of Customer Service

Customer service is set to change dramatically over the next five years – and now is the time to ensure you have the tools to help you succeed. On  Wednesday, June 13, join Oracle and Forrester Research to discover what the future holds and learn how you can:
  • Empower your agents
  • Delight your customers
  • Shape your customer service future
Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.

Tuesday May 01, 2012

The Call Center Expo, Seattle, May 8-9

Oracle is proud to be a Platinum sponsor of the ICMI's Annual Call Center Exposition taking place May 8-9, 2012 in Seattle, WA – "The Global Gathering for the Contact Center Community." Visit Oracle in booth #505 to learn more about Oracle RightNow Web Experience, Oracle RightNow Contact Center Experience, Oracle RightNow Social Experience and Oracle Social Network, Oracle Knowledge Management, Siebel Field Service, Siebel Warranty Management, and Desktop Virtualization.

Also, don't miss this important Oracle-led education session: YOU and the CUSTOMER – The Winners are Defined by Great Customer Experience, featuring Brian Curran, Vice President, Oracle Customer Experience Strategy, Wednesday, May 9th from 10:15 a.m. - 11:00 a.m. Brian will explain why leading companies are investing in customer experience (CX) solutions that enrich all interactions between a customer and your company. He will discuss how CRM, Service, and Commerce solutions can be combined to create a great customer experience which accelerates new customer acquisitionmaximizing customer retention, improving operational efficiency and increasing total sales.

For more information or to register for the conference please click here.

Wednesday Apr 18, 2012

See Oracle CX and CRM at Collaborate 2012 in Las Vegas

The Collaborate conference takes place next week, April 22-26, in Las Vegas at the Mandalay Bay Convention Center. You'll see some great speakers, such as Oracle's CIO, Mark Sunday, speaking on IT at Oracle: The Art of IT Transformation to Enable Business Growth. Another great speaker is Captain Mark Kelly, Commander of the Space Shuttle Endeavor.

But that's not all. We will have great CRM/CX sessions and product demos. Our sessions will present overviews and roadmaps about Fusion, Siebel, and mobile CRM applications. Our demos will present Fusion CRM and Oracle Optimized Solutions, Customer Experience (CX) for Commerce and Marketing, and CX for Service and Support. The CX demos will showcase Oracle Commerce (ATG), Oracle Guided Search and Navigation (Endeca), Oracle Knowledge (InQuira), and RightNow CX.

Learn more and plan to join us!

Tuesday Dec 13, 2011

Benchmark Your Company's Customer Service and Support to Grow Profits

How are best-in-Class companies transforming their service and support businesses to drive increased business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

Tuesday Dec 06, 2011

How Do the Best Companies Profit From Service and Support?

Aberdeen Group logoWould you like to learn how Best-in-Class companies are managing and transforming their service and support businesses to drive increased customer and business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

Friday Aug 26, 2011

Meet Oracle Support Team at Oracle OpenWorld 2011

Attention CRM administrators and developers: don't miss the opportunity to meet the Oracle Support Team at Oracle OpenWorld 2011. 

The team has a number of opportunities planned including a session focused on Siebel.

Best Practices for Maintaining and Upgrading Siebel CRM (session ID 14906) on Monday, Oct. 3rd at 5pm includes topics such as health checks, configuration management tools, maintenance advisors, and the My Oracle Support Community. 

The Oracle Support Stars Bar is back again this year. Located on Level 2 of Moscone West (note: the CRM Lounge will also be on Level 2 of Moscone West this year!), the Stars Bar gives you the opportunity to meet the stars of Oracle Support in person. The stars can help with application issues or support tools.

Finally, if you really want to get acquainted with the support team, they are having a My Oracle Support Community Meet Up on Monday evening. You can enjoy appetizers, a brewery tour or beer tasting during your discussions about object managers, dynamic layouts or whatever! Stop by the Stars Bar for more information and your entry pass.

Monday Aug 22, 2011

August Edition of Oracle E-Business CRM Support Newsletter - Now Available

The August Edition of the Oracle E-Business Customer Relationship Management (CRM) Support Newsletter, Document 1320611.1 is now available on My Oracle Support.

Highlights of the August Edition include:
  • Install Base, Service Contracts and Teleservice webcasts announced for August and September
  • Video Tours of new My Oracle Support Search Features
  • Directed and Useful content targeted by CRM Product
  • Critical Patch Updates
  • Making the Upgrade from 11.5.10 Easier
  • Hands On Help with Mobile Field Service

For your convenience, the current version of the EBS CRM Newsletter can always be viewed via Document 1320611.1.  Bookmarking this note in My Oracle Support is recommended. Archived versions are available via Document 1327798.1 and the full listing of all available Oracle Newsletters can be found via note 222.1.
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