Oracle SVP of Applications Service Excellence, Maz Songerwala joined Omdia Digital Leaders for a podcast discussion about how Oracle is infusing a service excellence mindset and approach to customer support and success. https://bit.ly/3l2O6p4
A few highlights of the first podcast:
* Support is more strategic than ever before – as the largest listening arm in the company. The sentiment and insight garnered from customers are key to improving the overall applications experience by influencing roadmaps, improving help, and enhancing digital assets around the products.
* Support is no longer delivered by a specific ‘support’ team, it’s now the responsibility of the entire organization and each employee. From developers to consulting teams, everyone plays a role in ensuring we deliver exceptional service for our customers.
* Customer success is no longer focused solely on metrics. We’re now focused on a broader set of outcome-based metrics that align with overall customer experience.
In the second podcast, the conversation continued to talk about how any organization, regardless of its stage of digital transformation, can turn support into a strategic advantage. https://bit.ly/3N9qqeQ
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