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 cloud.oracle.com. 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 (cloud.oracle.com/cx). 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.  

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

  • cloud.oracle.com 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 DesigningCX.com. 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.

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

@Oracle_Media

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