Better customer experiences will be a central topic at Oracle OpenWorld 2017, which takes place October 1 to 5 in San Francisco. Oracle experts, customers, and industry thought leaders will share how artificial intelligence (AI) technology is enhancing customer acquisition, retention, and loyalty by offering consumers the best possible interactions across all channels.
Oracle’s approach to AI, known as Adaptive Intelligence, combines several technologies, including data science, artificial intelligence, and machine learning. AI-powered systems can recognize images, understand language, learn from data, and emulate human intelligence. Oracle’s recently introduced suite of Adaptive Intelligent applications is focused first on applying customer insights derived from AI to the transformation of customer experience, and will soon span the enterprise to include applications for finance, human resources, and supply chain management.
“Companies are looking to AI to help them derive greater customer insight with every interaction a customer has with them. Adaptive Intelligence creates that insight and also delivers the right offer or content that will best meet that customer’s individual need in that moment,” says Des Cahill, Oracle’s head CX evangelist. And when customers continue to have positive experiences time and again, Cahill adds, their loyalty increases and helps cement the company’s competitive position.
Here are Cahill’s top picks for Oracle OpenWorld AI sessions that CX professionals shouldn’t miss.
Skyrocketing Customer Expectations
At the top of the list is a keynote called "Exceed Skyrocketing Customer Expectations with Oracle,” where Rondy Ng, senior vice president of applications development, and Laura Ipsen, general manager and senior vice president for Oracle Marketing Cloud, will discuss how emerging technologies are causing customer expectations to change—and how Oracle can help organizations exceed those expectations.
Connecting Every Customer Touchpoint
Because today’s customers expect positive experiences no matter which channel they choose to use, companies need to be able to track and evaluate each customer interaction. The following sessions will help attendees create a roadmap to customer experience success.
In “Connected Intelligence Transforms Your Business,” Jack Berkowitz, Oracle vice president of product management and data science for Adaptive Intelligent Apps, will describe how those applications solve specific business challenges, demo the apps, and talk about the roadmap to customer experience transformation. Another session, “Connected Intelligence for Better Service,” shows service leaders how AI apps for CX can provide a holistic view of customers’ interactions, quickly resolve open issues, and recommend the next-best actions.
Hyperpersonalizing Customer Connections
Because AI helps companies understand so much about their customers’ buying history and preferences, the new applications can help ecommerce leaders hyperpersonalize their outreach, tailoring it with a precision not previously possible.
In “Hyperpersonalizing Customer Interactions to Supercharge Sales and Close Deals,” Oracle executives will lead a discussion and demo showing how sales leaders can use the new AI apps to optimize lead scoring, plan next-best actions, and plan smart messages with the context of the account history to keep customer conversations on message.
In “Decision Science and Artificial Intelligence for Enhancing Commerce,” Tara Roberts, vice president of product management and UX for Oracle Adaptive Intelligent Apps, will explain how to refine, improve, and hyperpersonalize customer experiences for seamless cross-channel commerce.
Finally, a session called “Using the Power of Artificial Intelligence to Enhance Marketing” promises a powerful overview of how AI can help marketers achieve their goals by delivering the right content to the right person at the right time.
To take a look at all the Oracle OpenWorld programming, check out the session catalog.