Wednesday Feb 04, 2015

The Building Blocks of a Compelling Digital Media CX

As soon organizations understand the "whys" and "whats" of designing a compelling customer experience in digital media, it's all about the "hows"- make or buy, what's industry best practice, which CX products and vendors are best for me. And one of the first learnings is this is "not your father's CRM" anymore - instead of a single application, modern digital offerings combine various consumer-facing cloud services into seamless social, sales, commerce, marketing and service experiences.

A good non-technical starting point might be our Modern Best Practice in Marketing series, which explains CX processes and especially how your data capital creates strategic value-add - often new in media & entertainment, but already common practice in other industries like retail or consumer goods.   

If you enter the product level, a very helpful resource is Even if you don't plan to buy anything, the site gives a (surprisingly ;) simple overview about what's possible as Oracle Cloud offers the industry broadest portfolio of Applications (SaaS, DaaS), Platform (PaaS, IaaS) and 3rd party Marketplace. 

The Oracle CX Cloud in Media & Entertainment

To help customers succeed in hyper competitive digital markets, Oracle offers the most data-driven CX suite ( Like with the media industry case studies below, any single cloud service is a great start to improve your CX. When you're ready for a next step, the integrated suite simplifies combining related services into more sophisticated experiences.

The Oracle Cloud Platform enables seamless integration with your applications

To deliver a seamless experience to grow your traffic, convert free to paid users or help with tech problems right when they occur, the Oracle Cloud Platform simplifies the integration into your CMS or customer applications.  

  • - the upcoming Integration service offers Rest API access to all Oracle and selected 3rd Party SaaS into your custom applications.

  • Platform - from Java to Big Data, the Oracle PaaS offers you standard tools for all integration requirements.

To stay informed about these and related developments, get connected via @oracle_media - or contact us to get more insights on the building blocks of CX in media & entertainment.  

Tuesday Feb 03, 2015

Designing CX in Digital Media & Entertainment

Digital transformation in the Media & Entertainment industry is an extreme challenge, as both product and go-to-market are more or less reinvented at the same time. Coming from a historically powerful market position, a major roadblock to adopt is the organizational reflex to focus on content, product and technology. In fact, we have seen it so often that we've even created a short movie about it. 

Spoiler alert: as you might have guessed, the key point in creating a successful media business in competitive, digital markets is to focus on the customer. Entirely. No compromises. And sorry, content isn't first, content isn't king. It's the customer.

Of course you ll find single innovators and change agents in every media organization understanding CX and customer-centric thinking. But how do you adopt this in agile digital product development with editorial, marketing, sales, finance and IT? No business as usual. No departmental fighting. No expert bla bla. Just jointly innovating, like digital native startups do?

Enter To support CX innovators in all industries and regions, we co-created a pragmatic & free set of tools and resources with these common themes:

  • Extreme customer-centricity – when in doubt, defer to the customer’s point of view
  • Bias towards action and collaboration – learn by doing, fail early to succeed sooner
  • Scalable principles & practices – simple methods and clear vocabulary designed for rapid adoption and organizational alignment

The key methodology is called Customer Experience Journey Mapping (CXJM) and combines learn, design and execute frameworks

So, how do you get started with designing your customer experience?

To get latest news about these and related topics, let's stay connected via @oracle_media.

Friday Jan 10, 2014

Big Data in Media? Here’s Why all the Hype

Big Data in the media industry seems confusing: Google, Apple, Amazon & Co use it against you, early success stories like Netflix’s House of Cards get analyzed everywhere - and tech vendors try to sell you big stuff. Why all the hype? Well, here’s an answer.

Big Data in Media

First of all, why "Big"?  If you have thousands – or millions – of digital consumers, capturing their every click, every search, every browse, every view, every comment, every recommendation creates a vast amount of data. Netflix, for example, is gathering data from 40m+ users and billions of hours of streaming video each day (including every pause, rewind and skip), along with millions of ratings and searches – all linked to data about the device used, the location, the time and place – and external rating and social media data. Moreover, as all other industries – your advertisers - also connect their products and services building the "Internet of Things", our digital universe explodes and already reached the zettabyte level (1 billion terabytes).

Big Data in Media

But is there any value-add in the new "Data"? Yes, and it's entirely different from the "old" structured data tracking corporate results: formerly "invisible" consumer behavior - using, searching, selecting, complaining, recommending products – now becomes accessible data for our business IT systems. So all of this new unstructured data is a huge asset and strategic advantage, especially when connected with traditional sales and subscription activity, customer service contacts, responses to marketing campaigns and external demographic data.

Big Data in Media

And that’s why all the Hype: Consumer Experience

In other words, for the first time in history organizations can build a complete digital view to monitor and optimize their customers’ experiences. Using this “Big Data” it is now possible to build a personalized connection to every individual user and customer. Understanding their likes, dislikes and interests. Their propensity to consume and buy. Their membership of any number of micro-segments. And at any stage of the customer lifecycle.

Big Data in Media

How can Media Companies benefit from Big Data?

With this deep understanding of the customer in place, it becomes much simpler to automate a whole range of incredibly valuable business activities that simultaneously create a vastly-improved customer experience, and drive increased revenues through better targeting and engagement, such as:

  • Highly-targeted marketing – based on a precise understanding of which customer micro-segments will be most interested in a new piece of content or subscription offer – all joined up across former business silos
  • Increasing acquisition and retention – understanding why people subscribe and why people churn and reacting with effective product and promotion strategies
  • Content acquisition strategy – what content will be most popular with the most profitable customer segments?
  • Programmatic advertising – increasing digital CPMs by offering precise and detailed customer segments to advertising networks and exchanges

Startups like Netflix, Flipboard or Spotify delivered initial success stories and demonstrated the value of their Big Data media platforms. But how should established companies join in? Many media entertainment businesses lack the ability to unlock the value from the new data universe. This is a result of both the vast volume of data (far more than traditional IT systems are geared up to cope with) and its unstructured, complex nature – how do you really understand a customer from their seemingly random click stream behavior?

Until recently, launching a Big Data project required very complex technology, and an expensive team of data scientists. Today, simpler and integrated tools are available to launch a Big Data project quickly and cost-effectively. Three case studies from Oracle customers might help on how to successfully start into the Big Data era:

#1 Foundation: Single View of Consumer Data before you go Big Data

In many Big Data projects, we see media & entertainment providers discovering they don’t get one consistent consumer view due to their silo legacy systems. Is the classic subscriber the same person who's tweeting or buying on Amazon Kindle, Apple Newsstand or the web offering? The problem: without a unified data foundation and consumer context, all additional Big Data streams would be pointless.

Sony solved this challenge using Oracle Master Data Management in the Oracle Cloud to manage a consistent view of 77m Sony Playstation consumers.

#2 Usability: Big Data for Automated Social Media & Marketing

Big Data success often comes from routing tons of small data to the right place, at the right time – especially in all web or social media related use cases. The value of automated audience monitoring and engaging comes from enabling your editorial, marketing, service and sales teams to efficiently connect with millions of consumers. That's why employee usability is a key success factor for Big Data enabled marketing automation or enterprise social relationship platforms.

For example, see how NBC sports achieved double digit growth in TV ratings using Oracle Social Cloud for monitoring and engaging with millions of consumers 

#3 Real-time: Content Discovery and Programmatic Advertising

Big Data is often about fast data: it’s not another monthly board-room analysis, but the real-time consumer recommendation or programmed advertising which makes the difference - and will challenge both your teams and technology infrastructure. Oracle simplifies the use of in-memory systems, NoSQL, Hadoop, Real-Time Recommendation and other Big Data technologies. 

Oracle’s Media Intelligence solution provides a cost-effective, quick-to-deploy platform for collecting, connecting and using digital media Big Data to drive immediate benefits. See for example how Thomson Reuters or Immonet, an Axel Springer Digital Classifieds company, use Oracle Big Data products to drive their business.

So, what’s the art building a Big Data media platform?

However you start into Big Data, make consumer privacy your number one priority - don’t compromise on security, governance and user transparency. Based on this foundation, focus all teams on the customer experience: establish a no-compromise consumer-centric culture to create a Big Data media platform that makes a difference for your customer journey.

Inspired? Get in touch via and

@haraldbee  Harald Behnke

Sunday Sep 15, 2013

Drag-and-Drop Access for Cloud-Scale Tape Archives with LTFS

What if cloud-scale tape storage would be as easy to use and manage as disk - at a lower cost, using a familiar “drag-and-drop” paradigm? Enter Oracle StorageTek Linear Tape File System, Library Edition (LTFS LE), introduced at IBC 2013. It further broadens the appeal of tape storage in industries with large file assets, such as media and entertainment, enabling customers to take advantage of tape’s low cost per terabyte for backup, large-scale data retention, archive and preservation projects, while allowing customers to save 40 percent in acquisition cost over IBM’s TS3500 20PB Tape Library solution.

Oracle media LTFS workflow

With a familiar NAS-like file structure with both search and index capabilities that can be accessed directly through a standard file system interface, users can “drag-and-drop” files between tape and disk storage systems without additional specialized, archive or backup management software.

As media and entertainment video formats rapidly increase in size and scale, StorageTek continues to innovate with new solutions for this industry. StorageTek LTFS LE simplifies the adoption of high capacity tape storage to support multiple use cases:

  • Digital media distribution to support file-based workflow and broadcast production and play-out operations
  • Storage and archive of 2K, 4K, and 8K (IMAX) digital formats
  • On-set capture and backup of video footage from digital cameras

 Read more


Oracle media LTFS workflow

Wednesday Aug 28, 2013

Meet Oracle media experts at IBC 2013 in Amsterdam

Join Oracle at IBC 2013 and learn how Oracle’s media & entertainment industry solutions are enabling the world’s leading broadcasting, content production and digital media organizations to create content, build audience engagement, and run their businesses more effectively and efficiently.

The Oracle booth (9.D15) will feature live demonstrations of Oracle’s media industry solutions for managing your digital media content supply chain, delivering a compelling media consumer experience, and running your digital media business:

Oracle’s specialized media team will be in the booth to meet with you and demonstrate how Oracle can help you run your Digital Media Enterprise with. Interested? Register at IBC and request a meeting with our team via this link



News, insights and ideas about creating the digital media enterprise.

Oracle Media & Entertainment Solutions and Customers


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