Modern Customer Experience Keynote: Welcome to the Age of the Customer
By mharrist on Sep 25, 2013
Wednesday’s morning keynote covered one of Oracle’s most important initiatives: customer experience. David Vap, Oracle group vice president, Product Development, explained that technology and social media have created a massive disruption in the marketplace and have forever changed consumer behavior. He delivered some intriguing statistics:
- 91 percent of companies want to be considered a great customer experience leader
- Only 38 percent describe their customer experience initiatives as formal
- Only 16 percent describe their customer experiences as advanced
“There’s a huge gap between what we want to achieve on behalf of our customers and our organizations and what is happening in the real world,” Vap said.
Oracle has created—bar none—the best customer experience portfolio in the world, said Vap. The portfolio includes marketing, commerce, sales, service, and social platforms to handle all the main areas of the customer experience lifecycle. This complete solution is built on the standards-based infrastructure that Oracle customers are using already.
Above all, Vap added, Oracle’s customer experience solution is cloud ready, giving organizations the agility to respond quickly.
Reggie Bradford, Oracle senior vice president, Product Development, was also on hand to discuss Oracle’s social media approach.
“The notion of real-time, relevant, and targeted content is now more important than ever,” Bradford said.
The morning’s keynote included presentations by two Oracle customers that have successfully transformed their businesses to create modern customer experiences: Tesco, a London-based retailer that has successfully incorporated smart phone technology into the retail experience, and LEGO, the beloved toy building brick manufacturer, which uses social media to connect with its worldwide fan base.
If you missed the keynote, watch the replay.
Press release: Oracle Delivers Enhancements to Industry’s Most Complete Cloud-Enabled Customer Experience
Report: Global Insights on Succeeding in the Customer Experience Era
Oracle Customer Experience
Forbes: Customer Experience Key to ‘Computing Everywhere’ Business Success