Monday May 11, 2015

Modern Customer Experience Metrics by David Lanning

As organizations evolve on their roadmap to a modern customer experience, they are adopting new business processes and technologies that allow them to support the needs of the connected customer. As a result of adopting new communication channels, companies now have an additional set of metrics that can be used to measure and improve the effectiveness of their multi-channel customer experience.

The traditional, internally- focused operational metrics like Average Handle Time (AHT) or Occupancy are insufficient to assess the customer’s perspective of the end-to-end experience. To measure the customer experience in a multi-channel world, companies must adopt and leverage a new set of metrics that provide valuable insight into the effectiveness of their multi-channel customer experience initiatives.

Read full article and discover the Modern Customer Experience Metrics here

10 Top Trends Driving The Future Of Marketing

This post comes courtesy of Daniel Newman, President of V3 Broadsuite and Broadsuite Media Group, a company dedicated to helping companies be found, seen, and heard online by tying together paid, owner, and earned media to drive meaningful business outcomes. 

Marketers are constantly looking into the future, trying to predict the next big trend, be it for their brands or their clients. Naturally, marketers are preoccupied with questions like: What is the next big campaign? How can we turn our client into the “next big thing”? What is the next hot trend going to be in retail? Etc.  Everyone wants to the answers. Knowing this, what do some of the top minds in marketing predict for their own futures? A recent article by Jeff Beer on Fast Company Create collected 25 future trends that will change the marketing landscape five years from now based on top innovators in marketing and advertising. After reading this, I started to ponder what I saw as the top trends driving marketing.

See the 10 trends that Daniel thinks are going to have the biggest impact on the future of marketing here.

Simplify and Speed Sales with a Modern CPQ Solution

How can modern Configure, Price, Quote (CPQ) drive faster, smarter online commerce experiences? Check out these CPQ Executive Brief series and learn to provide seamless online shopping experiences. Register here

 

New Customer Experience Videos Posted

Looking for some compelling 1-minute vignettes from analysts or panelists from Oracle's first annual Customer Experience conference?  VIEW & SHARE these new videos from the Oracle Sales Cloud YouTube Channel.  Use the compilation videos or as stand alone individual vignettes to share with your customers and prospects.  These also make great introductions or insertions to complement sales presentations or for use at conferences.

https://www.youtube.com/user/OracleSalesCloud

New Sales and Presales trainings and assessments for Oracle Sales Cloud!

OPN has created new guided learning paths for sales and presales representatives at partner organizations who specialize in selling and positioning Oracle Sales Cloud to their customer base. The recommended online training sessions provide training solutions which equip the teams with a high-level of product knowledge, market knowledge and selling strategies, according to Release 9 of Oracle Sales Cloud. 

Oracle BigMachine CPQ Implementation Specialist Boot Camp - Paris, next week!

Urgent: we have few remaining seats for the next Oracle Bigmachines CPQ implementation bootcamp which will take place in Paris next week. If you are interested, please see the registration page below.

The Oracle BigMachines CPQ Cloud product Boot camp is designed to enable new and existing partners with the product knowledge and training required to provide implementation services with the product knowledge, and strategies to help facilitate successful implementations.

The Oracle BigMachines CPQ cloud Implementation Boot Camp was created to enable partners with the implementation tools and knowledge required to implement and manage the solution for their clients with an advanced level of understanding of the application, its features and market preparedness. The course will cover a wide range of topics to give each student a basis of understanding of the product. Each student will learn the key points in each topic area, and will learn how the product should be set-up, configured, and implemented in various different situations.

By the end of the boot camp each student should be able to implement and manage a CPQ implementation project in many different markets and scenarios. Each student will complete the course with a level of understanding which will prepare them to take the Oracle BigMachines CPQ Cloud Essentials 2015 certification in the near future.

Dates: 18th - 22nd May, 2015 - 09:00 AM – 05:00 PM

Location: ORACLE France, 15 Bd Général de Gaulle, 92715 Colombes/Paris

For the Agenda and more details on the requirements please visit the registration page here.

Tuesday May 05, 2015

Webinar Replay: Oracle Commerce Cloud overview and partnership opportunities for Oracle EMEA Partners

Missed this morning webinar "Oracle Commerce Cloud overview and partnership opportunities for Oracle EMEA Partners"?

Here is the replay link! (total duration: 97')

Oracle Commerce Cloud is the new landmark eCommerce solution, combining the power of Market Leading Oracle Commerce for merchandizing, self-service commerce and content management, with all the benefits of SaaS business applications, including agility, speed of deployment and lower TCO.

This OPN webcast is specially designed to give our EMEA partners a preview on Oracle Commerce Cloud product positioning, business benefits, features & functions, partnership opportunities and enablement plans.

Join this session if you are interested to develop your Customer Experience practice with the next eCommerce market’s game changer.

Agenda:

  • Commerce Market Dynamics
  • Oracle Commerce Cloud Strategy
  • Oracle Commerce Cloud Value Proposition, Differentiators & Target Customers
  • Oracle Commerce Cloud Features & Roadmap Details
  • Oracle Commerce Cloud Pricing
  • What’s in it for Partners?
  • Partner Enablement Plan
  • Next Steps & Call to Action
  • Q&A

Speakers:

  • Dan Turner - Sales Director Commerce EMEA
  • Stuart Anderson - Sales Consulting Director Commerce EMEA
  • Richard Lefebvre - EMEA CX Partners Program Director

Monday May 04, 2015

How to Engage Customers with Low-Cost Cell Phones

Low-cost cell phones are flooding the emerging markets. By 2018, around 1.89 billion smartphones will ship worldwide, according to a study done by CCS Insight. While many countries will see growth in smartphones, the non-smartphone market, which currently stands at about 44 percent of the overall total mobile market, is expected to grow as well. Millions of consumers will be online due to the internet connectivity that is enabled for many of these devices. Non-smartphones, or feature phones, will be connected to the internet, so they will be able to access websites. However, users will not be able to run any apps on them. They do not have the powerful operating system of smartphones. And visiting a website that is built for desktop/laptop computers will not help these users due to the small form factor.

Read Venkat Dandibhotla findings and recommendations here

IT leaders reveal best practices for a successful PaaS implementation

Research firm IDC forecasts that the global public PaaS market is expected to grow to more than $14 billion in 2017. What do customers want when it comes to the cloud? How does PaaS fulfill those needs? What types of PaaS offerings will do the job? Read Monica Mehta's article here.

The Art of War for Customer Experience

Why your Customer Experience team needs to be quick, agile and prepared for many eventualities in today's business environment. Read how Sun Tzu's Art of War can help you winning the CX battle. Read Darin Mason's report here.

Managing a mobile workforce with TOA cloud services : Morrison Utility Services

A mobile-workforce management tool keeps business moving with more precise scheduling and deployment, and less time and money spent traveling between jobs, writes Brian McKenn. 

Read Morrison Utility Services case about managing a mobile workforce with TOA cloud services here.

Reminder: have you registered for tomorrow's Webinar: Oracle Commerce Cloud overview and partnership opportunities for Oracle EMEA Partners

Oracle Commerce Cloud is the new landmark eCommerce solution, combining the power of Market Leading Oracle Commerce for merchandizing, self-service commerce and content management, with all the benefits of SaaS business applications, including agility, speed of deployment and lower TCO.

Join us for an OPN webcast specially designed to give our EMEA partners a preview on Oracle Commerce Cloud product positioning, business benefits, features & functions. During this 90’ webinar, we will also share with you the partner business opportunity and OPN enablement plans.

Date & Time: Tuesday, May 05, 2015, 09:30am to 11:00am CET

Join this session if you are interested to develop your Customer Experience practice with the next eCommerce market’s game changer.

Agenda:

  • Commerce Market Dynamics
  • Oracle Commerce Cloud Strategy
  • Oracle Commerce Cloud Value Proposition, Differentiators & Target Customers
  • Oracle Commerce Cloud Features & Roadmap Details
  • Oracle Commerce Cloud Pricing
  • What’s in it for Partners?
  • Partner Enablement Plan
  • Next Steps & Call to Action
  • Q&A

Speakers:

  • Dan Turner - Sales Director Commerce EMEA
  • Stuart Anderson - Sales Consulting Director Commerce EMEA
  • Richard Lefebvre - EMEA CX Partners Program Director
Registration: register HERE

Oracle Cloud Marketplace is on LinkedIn

If you are an ISV or an SI, we invite you to follow Oracle Cloud Marketplace on Twitter and/or LinkedIn! We will begin shortly to feature specific ISV Apps from Cloud Marketplace and related cloud partner ecosystem info on this feed. 

https://twitter.com/ORCLMarketplace #OracleCloudMarketplace

https://www.linkedin.com/groups/Oracle-Cloud-Marketplace-8295085

Modern Service Experience (Las Vegas) event recorded sessions

For those of you unable to attend the Las Vegas 2015 event, you can watch all the sessions at 2015 Modern Service Experience on YouTube. The recordings include both the presentation and the audio.

We encourage you to take advantage of all the great content presented by your peers and the Oracle Service Cloud product management and development teams.

In addition, you are invited to engage with Oracle Service Cloud on these channels.

· Webinars including Ask the Experts and Release Overviews

· The Customer and Developer Community

· Social

o Twitter

o LinkedIn

o Facebook

o YouTube

o Google +

Cloud Computing Comes of Age - Infographic

Cloud leaders are using cloud for core business functions [infographic] with Harvard Business Review this nice infographic.

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