Monday Jul 11, 2016

Join "Customer Service is the New Marketing" Webcast

By JP Saunders, Senior Director, Strategy @JPSaunders

The promise of a great experience can only be delivered on when customer service makes it!

Customer Experience (CX) is an “outside-in” strategy businesses embrace to achieve brand loyalty, satisfaction, and sustainable growth. Yet, many businesses are failing at CX due to their lack of ability to apply the unfamiliar thinking, behaviors, actions and measures to transform into a customer-centric brand that stands out from the rest.

All too often CX efforts are left as an expensive IT or marketing lead innovation that makes a promise to its customers of a bigger and better experience. The result is higher expectations and increased customer churn from a failure to deliver on the experience (87% of customers leave after one bad experience), and ongoing increased acquisition spending to achieve the desired growth.

We cannot solve our problems with the same thinking we used when we created them.
 ~ Albert Einstein

Successful business leaders, who are dominating their industry markets, use a CX strategy that has a focus on the consistent and reliable delivery of their promise to their customers. They strengthen that relationship by making Service and Support a main priority of their CX investments. They transform customer service departments from a contact-center cost-center, into a strategic engagement-center and profit-center. In turn, empowering agents to intelligently and proactively engage with customers to strengthen loyalties, increase experience innovation effectiveness, and reduce overall growth/acquisition costs.

Join a panel of experts, including Oracle’s Senior Director of Strategy, JP Saunders, in the latest discussion that addresses how customer service is evolving to become a strategic arm for the business. Hosted by CRM Magazine, a preferred destination for information relevant to the CRM user marketplace, you will walk away with ideas and actions to help transform your business’s customer service experiences.

Tune in to the upcoming webcast on Wednesday, July 13th to get answers and learn how to:

  • Leverage automated interaction analytics to uncover customer sentiment drivers.
  • Transform discoveries into actionable strategies to improve FCR, CSAT, and NPS.
  • Avoid the common pitfalls of customer experience initiatives that damage brands.
  • Improve the customer experience by incorporating active monitoring.
  • Bolster engagement strategies to provide modern customer service and support.
  • Align technology adoption with engagement and value metrics to meet your goals.

  David Myron – Editorial Director, CRM Magazine

Brian LaRoche – Product Marketing Manager, CallMiner

Erik Delorey – Product Marketing Manager, Contact Center Solutions, Empirix

JP Saunders – Sr. Director Strategy, Oracle

Tuesday Oct 01, 2013

October 17th Webcast: B2B Commerce – What Industry Trendsetters Do Right

Thursday, October 17, 2013
8:30 a.m Pacific / 11:30 a.m Eastern / 5:30 p.m CET

The B2B e-commerce landscape is changing. In fact, according to Forrester, the B2B commerce marketplace is nearly 5 times larger than the B2C marketplace. Leading edge companies such as Carolina Biological Supply know this and have adapted.

Carolina Biological Supply has looked to Oracle and Oracle partners for commerce and JD Edwards product solutions that provide a clear business edge.

Join us for this thought provoking panel and hear how:
  •     B2B commerce is changing and what you should know.
  •     Market leaders are evolving successfully.
  •     Oracle solutions offer unique technology and capabilities that deliver results.

Webcast Panelists:

Chad Petersen
Director, eCommerce, Carolina Biological Supply Company

Andy Hoar
Sr. Analyst, eBusiness, Forrester Research

John Andrews
Vice President, Product Management, Oracle Commerce

Don’t miss this informative, lively discussion from B2B commerce industry thought leaders. And come ready with your questions for our panelists. Register Now.

Sunday Jan 06, 2013

Webcast: The Right Information to the Right People at the Right Time

Live Webcast: The Right Information to the Right People at the Right Time

When your customers have questions, do they get the correct answer quickly – the first time? Can they get the right answer from your website, your agent or a fellow customer?

Well-executed knowledge management can help you get the right information to the right people at the right time, across all channels – making agents more productive, delighting your customers, and keeping costs down.

Join us for a Free Webcast on Thurs., January 17 to discover how Knowledge Management can help you:

  • Drive brand loyalty with a dramatically improved customer experience
  • Increase productivity by empowering agents with up-to-date collective insights
  • Lower service costs by reducing interaction times
  • Provide consistent multichannel service by sharing information across the enterprise

Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.

Register Now

Live Webcast:
The Right Information to the Right People at the Right Time

Thursday, January 17, 2013

11:00 a.m. PT / 2:00 p.m. ET


Oracle Customer Experience

For more information on Oracle's Knowledge Management solutions, please visit our website, or contact a representative at (866) 630-7669.


Wednesday Dec 05, 2012

Learn How to Integrate Social Media into Your Customer Service - December 12 Webcast

Charlie Knapp 

Are you interested in learning more about social media customer service strategies? Then register for CRM Magazine's Roundtable Webcast, Four Social Media Support Strategies, being held Wednesday, December 12 from 11 AM - 12 PM PT (2 - 3 PM ET).

The webcast features Oracle's Charlie Knapp, Director of CRM/CX Applications, Product Marketing who will speak on best practices for social enabling your contact center and customer support.

Here is a brief overview of the webinar:

Today's customers reveal an incredible amount of valuable information through social media on a daily basis. How well is your organization able to listen and repond? Join Parature, Verint Systems, KANA, and Oracle in this free webinar and learn how to:

  • Enable collaboration across the enterprise to provide service and support in social media.
  • Enhance loyalty, drive voice of the customer listening, and reduce costs.
  • Intelligently identify, route, and engage directly with your customers through social media.
  • Integrate social media into contact center workflows to solve customer issues, protect your brand, and improve satisfaction.

Register now to join us for this free web event.


Wednesday Nov 28, 2012

Digital Darwinism: How Brands Can Survive The Rapid Evolution Of Society And Technology

Do you want to learn how to thrive in an era of connected consumerism and digital disruptions? Come attend this free webinar on December 13th at 10:00 am PST / 1:00 pm EST as Brian Solis, Altimeter Group analyst, shares his thoughts on how our changing society and technology shifts are impacting brands today.

Click here to register for this webcast, part of Oracle’s Social Business Thought Leaders Series.


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