Monday Apr 18, 2016

Social Data Increases Productivity & Sales at GM

In this new video from SXSW, Whitney Drake (GM's manager of Social Strategy and Care) discusses how they use Oracle Social Cloud to deliver social customer service. GM has demonstrated their commitment to social customer care on a global scale, rolling the initiative out to 25 global markets and 145 total agents. Watch here

6 Keys To Social Customer Care

Learn how leaders from Southwest, Cummins and GM are deploying social customer service for the enterprise:

A third of people say they’d rather clean the toilet than talk with customer service, according to the2015 Aspect Consumer Experience Index. And almost two-thirds of consumers want to be able to solve product and service issues on their own, thank you very much.

In our daily lives, as we’ve grown accustomed to the efficiency of texting rather than calling someone, Twitter has become a more popular channel for customer service. Plus, posting these queries or complaints on a public forum shifts more power into the consumer’s hands, as a company’s non-response will put it in a bad light, and a negative response will be there for everyone to see (...)

Read the full Forbes article here

Thursday Apr 14, 2016

Customer Success: vividwireless & Service Cloud

vividwireless - an Australian low-cost, high-speed, wireless 4G internet services provider - gained a comprehensive view of customer information across all channels, which enabled elevated service quality, enhanced customer experience and improved business performance.

vivid's customers quickly find the most relevant answers to their questions instead of calling a call center. vivid also reduced IT costs by integrating Oracle Service Cloud seamlessly with other applications, such as the billing system.

Read here to learn more about vividwireless' success!

Wednesday Apr 13, 2016

Addressing challenges of growing retailers

In this great article, Nathan Joynt is highlighting how modern ecommerce platforms address IT challenges of growing retailers

Read it here

Digitising manufacturing and construction (The Manufacturer - featuring Enigen UK)

In the April issue of The Manufacturer, Alex Love - Managing Director of Enigen UK - explains why understanding your customers is so important to sell intelligently in the cloud, with customer experience transformation in sales, service and marketing.

Read the article here

Oracle’s new service turns Cloud computing ‘Inside-Out’ (WSJ)

Steve Rosenbush of the Wall Street Journal covered the Oracle Cloud at Customer announcement last week in his blog posting.

“Cloud at Customer broadens the potential market for Oracle cloud offerings in several critical ways, according to Mr. Kurian.  Beyond addressing security and regulatory concerns, he said it will appeal to companies that want to adopt a more modern IT infrastructure without taking on the expense of creating and operating what is known as a private cloud, which requires significant investments in infrastructure and labor. “It allows people to get the total cost of ownership down. You can’t make a big reduction in TCO without eliminating the need for people to do certain things,” he said.

Read the WSJ blog post here

Kenya Airlines CX Cloud story Video

Kenya Airways, one of Africa's leading airlines and a flagship carrier since 1977, ranks fourth among Africa’s airlines in terms of seat capacity, with a fleet of 45 aircraft covering 62 destinations. Watch the video below and listen to how they use Oracle Sales, Service, Marketing Cloud, and Customer Data Hub to help improve its business, break down silos, and gave its marketing a facelift.

In this video, Ulie Mandu, Customer Care Manager of Kenya Airways, discusses the benefits of using Oracle Sales, Service, Marketing Cloud, and Customer Data Hub

Watch the video here

Catching up with former Vitrue CEO Reggie Bradford


Ten years ago, Vitrue, the company that would become the cornerstone of Oracle’s Social Cloud, was created. Vitrue was ahead of its time. Led by Reggie Bradford, current Oracle SVP, it took an opening in the marketplace - social brand management - and built the industry’s leading SaaS-based social relationship management program. Today, we sat down with Reggie to discuss what the next 10 years could look like for social business innovation.  

Maggie Schneider Huston, Senior Content Manager, Oracle Social Cloud: These past 10 years have been exceptional. What have you seen happen in the social marketing and social business space? How has social matured? 

Reggie Bradford, Senior Vice President, Oracle: If you go back to the very beginning, we had a vision that hinged around more people discovering information based on recommendations from peer or a friend. Social networks fueled and amplified that. Nine out of 10 people were buying products based on recommendations - but brands had no way to engage or influence that conversation. Vitrue was formed to help brands do that. (…)

Read the full interview here

Oracle Service Cloud is introducing HR Help Desk for HCM Cloud!

Built on the Oracle CX SaaS Platform, HR Help Desk Cloud provides seamlessly integrated service request management for HCM Cloud, enabling HR professionals to personalize the employee experience and service the needs of employees.

Read the recent press release announced at last week’s Oracle HCM World event to learn more about HR Help Desk for HCM Cloud.

Wednesday Apr 06, 2016

Oracle CPQ Cloud Bootcamp - Reading (UK), May 30th - June 3rd

The Oracle team is pleased to invite you to a 5-days in Class Bootcamp about Oracle Cloud CPQ Documentation.

Dates and location: May 30th - June 3rd, 2016 (Mon-Fri) - Oracle Office Reading (UK)

Target audience: Technical roles or implementation consultants

Agenda:

  • Administration Essentials Part I
  • Administration Essentials Part II
  • Configuration Essentials
  • Commerce Essentials
  • Integration

Prerequisites: Audience is expected to take the Pre-Sales Training and Assessment.

Details and Registration 

Tuesday Apr 05, 2016

Oracle CPQ Cloud Bootcamp - Madrid, April 25-29th

The Oracle team is pleased to invite you to a 5-days in Class Bootcamp about Oracle Cloud CPQ Documentation.

Dates and location: 25th - 29th April, 2016 (Mon-Fri) - Oracle Madrid Offices

Target audience: Technical roles or implementation consultants

Agenda:

  • Administration Essentials Part I
  • Administration Essentials Part II
  • Configuration Essentials
  • Commerce Essentials
  • Integration

Prerequisites: Audience is expected to take the Pre-Sales Training and Assessment.

Registration

Ask the Experts for Service Cloud Customers - April 13th

Oracle Service Cloud Ask the Experts webinar series provides customers with access to subject matter experts and product tips, tricks, how-tos, and best practices.

Next Session: Oracle Service Cloud and Siebel Integration with Roderick Peace from Product Management, on Wed., Apr 13 @ 8AM PT/11AM EST/1600 UK/1700 CET.

Details and registration here

Monday Apr 04, 2016

Reminder: EMEA Partner Webinar: Oracle Customer Experience for Financial Services, Monday April 18, 2016, 4pm CET

Oracle’s Financial Services Industry Cloud solution is gaining momentum in the marketplace. 

Join us on Monday April the 18th at 4pm CET for an exclusive Oracle EMEA Partner webinar to learn more about Oracles Financial Services offering and how Oracle is engaging with customers to define their path to digital transformation.

This presentation provides an overview of Oracle’s CX Cloud solution for the Financial Services industry.  Agenda:

  • CX Cloud Industry Overview
  • Introduction to Oracle’s Financial Services Offering (including demo)
  • Customer Momentum and Lighthouse Program
  • Q&A’s

This webinar is targeting System Integrators and ISV’s which are looking for innovative idea’s to help their Financial Services customers making a successful transition into the era of Digital Customer Experience

Speakers:

  • Leslie Buhrer - Senior Director, Oracle Product Management, CX Industry Financial Services
  • David Lopes – Director, Oracle EMEA Digital Experience
  • Daryn Mason – Senior Director, Oracle EMEA Digital Experience
  • Richard Lefebvre – Director, Oracle Alliances & Channels
Register now!

How Eaton Leads Digital Commerce Transformation in B2B, Webinar, April 14th

As B2B manufacturers and distributors move to embrace digital commerce, they face unique challenges and pitfalls that are unseen in the B2C space.  Join Jason Pappas, Director, Digital Business, Eaton Corp., on April 14th, for an insightful discussion on Eaton's approach to digital transformation success.

Internet Retailer webcast details and registration here

Oracle Commerce Cloud 16.2 product documentation is here!

The Oracle Commerce Cloud 16.2 product documentation is now publicly available. See here

Also see details of what’s new here. Enhancements include:

  • Support for the following additional currencies:  
  • Support for cash payments (deferred payments)
  • Enhancements to the Web Content widget, allowing you to include text, rich text, and image elements
  • Ability to exclude payment details from order data sent to non-PCI compliant systems
  • Return Request Update webhook
  • Oracle Commerce Assisted Selling Cloud Service mobile application
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