Wednesday Feb 12, 2014

Customer Experience is an ‘Outside In’ Job by Krassimira Iordanova

What Customers Want

As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If things go wrong, you expect quick fixes. You hate to repeat the same story you told the call center agent a week ago.

You also expect to be surprised in a positive way. Sometimes you really don't know what you want, but if they show you something cool, you might buy it.

For example, I remember browsing at Bungalow 8, a mind-blowing store for home furnishing in Mumbai. When I entered, they asked me "Ma'am, is there anything special you are looking for?" I said, "I'm not looking for anything in particular, but if you show me around, I might end up buying something I like." And I did. 

Companies Have it ‘Inside Out’

As a company, you might have a tough time with all this customer experience stuff, because you're focused on process efficiency. Process efficiency is an ‘inside out’ view; customer experience is an ‘outside in’ view. To understand the difference, contrast most airlines’ boarding procedures (inside out) with Apple’s Genius bar (outside in). Which experience do you prefer?

A Change in Perspective

Customer Experience Journey Mapping helps you flip your perspective to ‘outside in’ so you can identify every moment of your customer’s experience, whether it is a specific interaction, or an entire relationship with your brand across touch points. As the Harvard Business Review says,

A company that manages complete journeys, would not only do its best with the individual transaction, but also seek to understand the broader reasons for… the call in the call center, address the root causes and create feedback loops to continuously improve interactions upstream and downstream..."

You can best visualize continuously improving interactions by diagramming your customer's journey across the buy and own lifecycle. This helps you see where you need to make changes. And if you deliver a great experience across this cycle, then it becomes an infinite loop where customers remain loyal because you deliver on your brand promise.

Take Action

Start cultivating an ‘outside in’ customer perspective of your organization by participating in a hands-on Journey Mapping Workshop. You will leave with practical insights you can apply right away.

Upcoming 2014 Journey Mapping Workshops in Europe:

Find more information on journey mapping here.

Oracle EMEA Identity & Access Management Partner Community Forum, Berlin, 27th - 28th March

Please see below the invitation to the next Oracle EMEA Identity & Access Management Partner Community Forum (Berlin, 27-28 March) which should be of interest for every partner who is looking to get expertize on the architectural questions related to a CX project implementation:

Oracle is pleased to invite you to the sixth Oracle EMEA Identity & Access Management Partner Community Forum to be held in Oracle's Berlin offices on the 27th and 28th March.

During the session you will hear a detailed update on our Identity & Access Management roadmap and the latest news regarding the Bitzer acquisition that will improve our strategy on our security mobile offering. We want to give you information on partners' successes, commercial opportunities & business development propositions.

Highlights include:

  • Get the strategic viewpoint from Oracle senior executives and leading Identity & Access Management figures.
  • Vertical sessions on trend topics like Cloud Security, Mobile Security and Social Security.
  • Identity & Access Management Roadmap, what’s next and what to expect.
  • Latest news on the OPN Specialized Program.
  • And much more on how to drive your business forward with our Oracle Security Solution.

Oracle EMEA Identity & Access Management Partner Community Forum details & registration here!

Saturday Feb 08, 2014

How to Position and Sell Oracle Sales Cloud Release 8 - Partner Webinar, March 4

Please join us for a Live! webinar on How to Position and Sell Oracle Sales Cloud Release 8. Learn about some of the highlights of this release, including enhancements in the areas of mobile, extensibility, and the simplified UI, to name a few.  Don’t miss this chance to hear about what’s new!

Date: March 4, 2014 

Time: 8:00a.m. - 9:00a.m. Pacific 

Register Today! Click here to register and access WEBEX.

Note: You will be prompted to login using your Oracle Web Account. Click here to set-up an account.

Domestic Participant Dial-In Number: 877-453-7251

International Participant Dial-In Number: 706-634-8504

Dial-in Passcode: 109884

Click here for additional International Dial-In Numbers

Add to Calendar

Wednesday Feb 05, 2014

Delivering on the Promise of Social Business : free webinar, February 13, 6pm CET

Social media has upended how businesses communicate with their customers. Five years ago, businesses new to social media threw one or two juniors on Twitter. No longer. Large companies with an articulated social strategy have a dozen or more social staffers, while companies without one still struggle to put the pieces together.

Join Charlene Li, bestselling author of Groundswell: Winning in a World Transformed by Social Technologies, and Oracle Social Cloud  Vice President of Product Strategy Erika Brookes, to find out how companies should be approaching social media now.

Discover:

  • Where social media fits in the new consumer journey.
  • The value of social business transformation.
  • Six steps to becoming a social business.
  • Priorities for Social leadership & structure. 
  • How technology can help companies integrate social efforts across departments.

Thursday, February 13, 2014 12:00 PM - 1:00 PM EST (18:00 CET, 17:00 GMT)

Register here

Saturday Feb 01, 2014

The Path to Oracle Social Specialization Just Got Faster - Fast Track Friday for EMEA Partners

Specialization is your quickest route to success with Oracle Social Cloud. In fact, partners who achieve Oracle Specialization close more and larger opportunities than non-specialized partners. 

Join us for the Oracle Social Relationship Management (SRM) Fast Track Friday on February, 21 2014 at 2:00PM GMT. The Oracle SRM Fast Track Friday is a 90 minute live virtual training session designed to provide attendees with an overview of the recommended training they need to pass the associated Sales and Pre-Sales Specialist assessments. 

By the end of the Fast Track Friday session and along with the recommended pre-requisites - each attendee should be able to take and pass the Oracle Social Relationship Management PreSales and/or Sales Specialist Assessments.

This event is offered FREE of charge to select Oracle Partners. Register Now!


Monday Jan 27, 2014

Oracle RightNow Roadmap webcast for EMEA Partners - Feb 5th, 4pm GMT

We are pleased to invite our EMEA based partners to a one hour Oracle RightNow Roadmap webinar delivered by Chris Hamilton, Senior Director, Product Management, RightNow, on Wednesday February 5th, 4pm GMT. 

If you would like to register for this event please contact richard.lefebvre@oracle.com.  After registration you will be contacted with the details to join the WebEx event closer to the time of delivery.

You should reserve 60-minutes for this event. It will be a relaxed presentation and it will include opportunity for some Q&A within the time reserved.

Agenda details:

  • Introduction and overview of Oracle CX
  • 1-2 Year Roadmap for Oracle Service Cloud covering: 
    • Web Customer Service,
    • Cross-Channel Contact Centre, 
    • Knowledge Management, 
    • Policy Automation
  • Discussion and Q&A

Sunday Jan 19, 2014

In Touch with David Callaghan - Quarterly webcast for EMEA Partners

Join David Callaghan, Senior Vice President, Alliances & Channels, Oracle EMEA, for the latest headlines from the Oracle Partner Network. With a strong focus on direct partner benefit, 'In Touch' is your chance to stay up to date, share best practices and pose those burning questions to Oracle that you would like answered.

Monday 27th January 2014, 10:30am UK/ 11:30 CET. Find out more information about the Cast and register here

Wednesday Jan 15, 2014

Live Customer Webcast: Get Clean Data with Oracle Master Data Management

Learn how Oracle’s Master Data Management solutions can help share accurate customer information across all touch points and deliver an outstanding customer experience.

When: Thursday, January 16th 8:30AM PT/11:30 AM ET/16:30 GMT

Evite | Registration

Tuesday Jan 14, 2014

Oracle CRM OnDemand integration with Social Relationship Management

Take a few minutes to watch these YouTube videos showing Oracle CRM On Demand integration with our Social Relationship Management (SRM) suite. 

Featuring overviews and stories for both Social Marketing (SM) and Social Engagement & Monitoring (SEM).

CRMOD+SM: Overview | Story | CRMOD+SEM: Overview | Story

Tuesday Jan 07, 2014

BT Upgrades Siebel CRM System with Minimal Risk and Downtime

In this 2' video, Surren Partabh, CTO Strategic Technology Services for BT, explains how the company upgraded its critical Siebel CRM system without interrupting operations, and minimized risk using Oracle GoldenGate’s certified real-time data integration solution.  

Oracle Eloqua 2014 Sales Awareness Training Schedule

WHEN SALES & MARKETING BOND, REVENUE GROWS

It’s not one thing that makes a company successful with marketing automation – it’s the combination of the best implementation, flexible long-term support and access to a community of marketing innovation that ensures you have the assistance you need every step of the way. Our customers choose Oracle Eloqua because they know when sales and marketing work together, leads are called upon, quotas are crushed and revenues climb. Learn how Oracle Eloqua can help you put marketing to work for you!

AUDIENCE

This training is targeted for partners.  Any sales, pre-sales, practice leads, consultants or modern marketers are welcome!

COVERED IN THIS 1.5 DAY TRAINING

  • Eloqua and the Customer Experience Strategy
  • How Modern Marketing Works
  • Introduction to Eloqua – Whiteboard POV
  • Go To Market Playbook
  • Competitive Landscape
  • Integration Options
  • Service Offerings

With case studies, workshops and product demos to help you on your way to a new world of marketing expertise

JANUARY/FEBRUARY SCHEDULE

 DATES

LOCATION

January 13-17

JP: Tokyo

January 30-31

APAC: Bangalore, IN

February 20-21

EMEA: London, UK

February 24-25

EMEA: Amsterdam, NL

February 27-28

EMEA: Istanbul, TR

No cost for training except for your own travel & expense.

Don't miss this opportunity to meet with the Eloqua Alliances & Channels team and learn from our panel of sales, pre-sales and partner experts -REGISTER NOW!

Thursday Dec 19, 2013

Take Your Seat in the Social VIP Room : a series of SRM Webcasts feat. tips, tricks and best practices

Without a holistic social media strategy, many organizations are missing out on some of the most effective ways of engaging with their customers. You’re already making good use of your Social Relationship Management (SRM) software, but how can you take your social media, and your brand loyalty, even further?

Watch the first in our new Webcast series for customers and partners. The Social VIP Room. It’s designed to help you:

  • Boost campaign effectiveness with proven best practices
  • Stay informed with expert analysis on the latest social media trends
  • Plan your SRM strategy with confidence with a roadmap of exciting software updates


Take your place in The Social VIP Room today, and get the insiders’ guide to superior Social Relationship Management.

Webcast Links:

Client Success Introduction

SRM Webcast 1 November 2013

Innovations in Applications Partner Webcast - January 20th, 4pm CET

We are pleased to invite you to the next Innovations in Applications Partner Webcast which will go live on January 20th 4-5 PM CET. This free event for our EMEA partners will feature 9 presentations including:
  • Oracle Eloqua changes the way organisations communicate and listen to their buyers. Nick Dennis, Principal Sales Consultant, Oracle Eloqua Sales Consulting
  • Build innovative solutions using Word/Excel without the need for programming. Peter Jeavons, WE Specialist Sales Leader, OPA
  • Oracle Commerce -- Selling Experiences that Drive Revenue and Loyalty. Katrina Gosek, Director, Oracle Commerce Product Strategy

See the complete program and register here: Innovations in Applications, Technology and Hardware partner webcast

Thursday Dec 12, 2013

New Oracle Eloqua Sales Awareness Training Sessions for EMEA Partners

WHEN SALES & MARKETING BOND, REVENUE GROWS

It’s not one thing that makes a company successful with marketing automation – it’s the combination of the best implementation, flexible long-term support and access to a community of marketing innovation that ensures you have the assistance you need every step of the way. Our customers choose Oracle Eloqua because they know when sales and marketing work together, leads are called upon, quotas are crushed and revenues climb. Learn how Oracle Eloqua can help you put marketing to work for you!

AUDIENCE

This training is targeted for partners.  Any sales, pre-sales, practice leads, consultants or modern marketers are welcome!

COVERED IN THIS 1.5 DAY TRAINING

  • Eloqua and the Customer Experience Strategy
  • How Modern Marketing Works
  • Introduction to Eloqua – Whiteboard POV
  • Go To Market Playbook
  • Competitive Landscape
  • Integration Options
  • Service Offerings

With case studies, workshops and product demos to help you on your way to a new world of marketing expertise

DATES

LOCATION

February 20-21

EMEA: London, UK

February 24-25

EMEA: Amsterdam, NL

February 27-28

EMEA: Istanbul, TR

 

No cost for training except for your own travel & expense.

Don't miss this opportunity to meet with the Eloqua Alliances & Channels team and learn from our panel of sales, pre-sales and partner experts -REGISTER NOW!

 

Oracle Customer Success Forum: Oracle Sales Cloud and Marketing Cloud @ Panasonic UK, December 17th, 5pm CET

We are pleased to invite you to our next Customer Success Forum, featuring the Oracle Sales Cloud and Marketing Cloud project at Panasonic UK

Topic: Why Panasonic UK Chose Oracle Sales and Marketing Cloud and their Recommendations for a Successful Implementation

Industry: High Technology
Date: Thursday, December 17th , 2013
Time: 8:00 A.M. PT (5:00 P.M. CET)

Session Description:

In this informal call, you will have the opportunity to hear Amanda Chandler, from Panasonic UK, speaking about the implementation of Oracle Sales and Marketing Cloud.
The call will open with a brief overview, followed by a discussion, and close with an open question and answer session. Please allow one hour for the call.

Speakers:

  • Amanda Chandler - Corporate Systems Planning Manager, Panasonic UK
  • Krishna Mulukutla - Sr. Director of Product Management, Oracle (Host)
  • Kathryn Perry - Director, Communications, Oracle (Moderator)

REGISTER NOW

Archived Forums & Calendar Pages:

To check our quarterly forums calendar click here. You can access archived success forums here.

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