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Daily CX updates for the Oracle EMEA CX partner community

Oracle Modern CX 2018 report

Richard Lefebvre
CX Partners programs Director

This year’s Oracle Modern CX conference took place in the storied city of Chicago. The city, decorated in Oracle Modern Experience signs, provided a dramatic and friendly backdrop for the conference. However, it was McCormick Place, the largest convention center in North America, that was humming with LEGENDARY energy stemming from enthusiastic CX heroes!

Be legendary. Be remarkable. Be different.

Make a statement with customer service. Exceed customer expectations. “When you can deliver legendary experiences, you become a hero inside your organization and to your customers,” said industry thought leader Jay Baer during the opening keynote at the event. “We have to get smarter, we have to get faster, we have to get more relevant, and we have to do that at every aspect of the customer journey.”

It’s all about the customer

Consumers like good service, and the more they experience it, the more they expect it from everyone they do business with. Because of this, Des Cahill, Oracle’s head CX evangelist, warned the audience that it’s going to be increasingly hard to keep up with customers’ growing expectations. Investing in new technology and training is the right thing to do, but it’s easy to get distracted by the complexities of the CX ecosystem. The answer is being laser focused on the customer, whether one is inspiring the organization from the bottom or leading from the top. (Watch the replay of Cahill’s keynote on Day 1).

Drive responsibly

Digital transformation and legendary customer service go hand in hand. Success is dependent on how a company leverages its customer data. Shashi Seth, SVP of Oracle Marketing Cloud said, “We’re going to be living and breathing data because it’s the basis of modern marketing.” However, with the privilege of acquiring customer data, comes a huge responsibility to manage it properly to retain customers’ trust and loyalty. (Watch the replay of Seth’s keynote on Day 2).

GDPR is coming

There were lots of references to and conversations around the sweeping, new European Union law. GDPR stands for General Data Protection Regulation (GDPR) and it aims to give EU citizens and residents control over their personal data. It will be a game changer for organizations because “the ability to collect, mine, process and analyze information is what separates companies that are positioned to thrive in the 21st century from those who are likely to fail.

Spoil them rotten

Oracle CX Heroes are a select group of customers and partners (including EMEA partners Boxfusion Consulting, BPI On Demand, Enigen, eFrontech, Riverland Reply, Engagement Factory, TKC Digital, Business & Decision and Transys) who advocate for Oracle by sharing their success stories and lessons learned. To show our appreciation, this group received recognition and preferential treatment at the conference.

Everyone loves a winner

On Tuesday night, Oracle announced the winners of the customer experience awards, which cover 36 categories and recognize innovation and excellence across the entire customer lifecycle. It’s harder than ever to keep up with the expectations of customers, and, according to Catherine Blackmore, GVP of North America customer success, Oracle SaaS, “that’s why it’s so important to recognize and celebrate the heroes that are leading this change by delivering superior customer experiences with technology, expertise and creativity. The results achieved are amazing and I want to congratulate all of this year’s winners.” See the full list of winners here.

On the product front

Oracle announced an analytics application called Infinity, a segmentation tool for marketers called CX Audience, and a new service aimed at customer retention called Loyalty Cloud. In addition to these new CX tools, we also added several new capabilities with adaptive intelligence across sales, marketing, and commerce. As the Oracle CX Suite grows in depth and breadth, Des Cahill said, “it’s in the vested interest of the IT organization to push every department toward one set of integrated cloud applications,” rather than stitching together multiple disparate cloud applications.

In closing

Carolyne Matseshe-Crawford, VP of Fan Experience of Fanatics, brought the house down with her Oracle Marketing Cloud success story. Listen to the interview with Carolyne Matseshe-Crawford, to hear the full story in her own words.

MCX 2018 resources

Browse the MCX 2018 session catalogue and review/download all sessions’ presentations. If you missed any of the keynotes, or want to share highlights with others who couldn’t join us in Chicago, watch the video summaries.

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