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.  

Saturday Oct 05, 2013

How to Ease Your Paywall Pains

If you’re in news, magazine or periodical publishing you’re very likely to be operating – or at least planning – a kind of “paywall”, like over 500 dailies in the US and Europe do. Introducing new payment and subscription revenue streams has become mandatory, with digital advertising revenues remaining stubbornly lower than the ad income enjoyed by print. 

Consumers’ pain with “paywalls” is of course that all internet content has been free for decades. So, why pay? What price? Which product bundle? Where and how to buy? Do I get “print value” (whatever that is) in digital - but with internet service benefits like hyperlinks, bookmarks, video and most of all personalized offerings? Are users willing to pay for just a replica of the print content - or a new digital experience?

Paywall Pains

Tough and game-changing questions for the publishing industry, tellingly analyzed as the digital “Newsonomics” by Ken Doctor. But while digital transformation results in structural decline of the print business, there are early signs of success and best practice on how to grow with digital content commerce and marketing. Based on successful customer insights, I’d like to share three lessons-learned on easing the most typical “paywall pains”.  

1. Don’t build a “wall” - build a smart commerce service

There’s only one learning in digital content commerce: nobody knows the best pricing and product formats yet, so business teams want to try, change and adopt in high frequency. Metered paywalls, subscriptions, try-before-buy, article buys, in-content commerce and multi-product bundles? Yes, all of them, today! What does this mean for IT and editorial teams? Don’t hardcode any transaction or commerece solutions into your content management systems, and don’t build IT or editorial dependencies for dynamic price and product changes.

The publishing industry has the chance to learn from telecommunication subscriber management disasters: I have seen teams struggling to maintain literally thousands of hard-coded digital product variations, just after a few years in business. A positive example is Dow Jones and Wall Street Journal, often seen as inventor of the “paywall” in 1997 with over a decade of paywall learnings. In the video linked below, former SVP of Circulation Lynne Brennen outlines how agile her business teams change pricing and bundling options of various Dow Jones products using Oracle Billing and Revenue Management solutions.

Lynne Brennen, SVP of Circulation, Dow Jones

2. Prepare to lose half of your free users - by winning subscribers with modern marketing

Everybody in marketing will agree “walls” in general don’t really help creating a compelling customer experience.  And it’s true that making the barrier as easy to pass as possible is essential.  But pay models can also dramatically change the reader experience. Recent reports on The Sun’s paywall launch in summer 2013 indicate the service lost 60% traffic - but won 340.000 paying subscribers in the same time, which is obviously a great start.  

The good news is that modern marketing already offers mature technical solutions to drive digital revenues. Online retailers like Amazon or Ikea run dozens of different marketing backend services to drive revenue by optimizing a personal customer experience. And similar standard applications are successfully in use in media & entertainment - here with links to customers using Oracle Media & Entertainment solutions:  

3. Digital pennies for analogue dollars - go Cloud to innovate at lower cost

Managing costs is another key challenge of the digital media transformation, as in most cases analogue revenues decline faster than digital increases - the famous "digital pennies for analogue dollars" saying. And at the same time, this financial gap is unfortunately widened by investment needs, as innovating digital content means expensive developing of new product formats, production and commerce platforms - often new IT-centric costs. 

But there's good news again, as the media industry can learn from another industry: nearly all "digital natives" from Amazon, Google, Apple, Facebook to Netflix and Flipboard rely on Cloud infrastructure to address similar challenges. The rational is simple: they can focus on strategic product software development, and use standard cloud software and technology platforms wherever possible - which both saves costs and enables the agile start-small go-global rollout.

The innovation behind is based on similar economies of scales that centralized our energy industry: the IT industry learned to offer super-large data centers, combined with self-service access, instant provisioning and flexible OPEX pricing. As you might have guessed by now, the Oracle Cloud ( makes this possible for publishers, too - increasing ease-of-use (e.g. Oracle Social Cloud video) and simplifying IT (e.g. Oracle Billing and Revenue Management Cloud video).

What it means? Hands free to focus on the real challenges 

Now, digital transformation is that easy? Of course not. But implementing standard technology solutions to drive consumer engagement and transactions will free management, creative and technical resources to focus on the real tough questions: mastering the cultural transformation into a digital B2C product company.   

Wednesday Sep 11, 2013

Why Digital Success or Failure Hinges on the Consumer Experience

Are you making enough revenue from your digital platforms and content?  Are your new digital revenues growing fast enough to offset the decline in traditional sales and advertising?

The answer for many established media and entertainment companies is "no". Yet new digital-native competitors have arrived with fresh content aggregation, social and streaming services, usually based on other people's content, and are making hundreds of millions of dollars in revenue.

The secret? These successful new digital services are based around beautiful and engaging experiences that delight customers and keep them coming back for more. In other words, it's the experience that end users are willing to pay for, not just the content.

In a new paper published today, Oracle's Media and Entertainment team sets out Why Digital Success or Failure Hinges on the Consumer Experience – and how all publishing, broadcasting and digital media companies can compete and create a secure, sustainable and growing digital business by following three principles:

  1. Engage consumers with consistent, connected experiences across digital and social channels
  2. Integrate commerce right into the content using seamless, flexible transaction models to target highly-relevant offers and convert free users into paying customers
  3. Drive data-driven decisions with actionable consumer insights from all channels, products, and devices

Oracle Media Consumer Experience Brief

The connected consumer experience requires connected solutions. Oracle solutions for Media Engagement, Media Commerce and Media Intelligence work together to help media companies improve the consumer experience. With Oracle, media and entertainment companies can personalize content, target ecommerce, and analyze detailed consumer insights to build sustainable digital revenue.

If you're visiting the IBC broadcast industry convention in Amsterdam over the next few days, come and see Oracle's Media and Entertainment team at our booth in hall 9, and we can show you how.


Oracle Media Consumer Experience


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

Oracle Media & Entertainment Solutions and Customers


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