By Christie Flanagan on Jun 13, 2013
These obstacles indicate that a real shift in approach is required for those organizations that really want to push forward on their customer experience initiatives. And this shift in approach needs to come by way of initiatives that span people, processes and technology.
Oracle's Global Customer Experience Impact report surveyed more than 1,300 senior executives across 18 countries on the state of customer experience. This study, one of the largest of its type ever undertaken, yields crucial new insights on the challenges, strategies and lessons learned for succeeding in the customer experience (CX) era. View the survey results, or take the CX assessment survey to see where your organization stands.
Want to learn more about the disruptive innovation happening around customer experience and the impact it can have on a brand? Check out this insightful video interview with New York University Associate Professor, Clay Shirky:
Unable to get new digital marketing initiatives to market as fast as you would like? Tired of dealing with IT bottlenecks that prevent you from making routine site updates or launching new digital marketing campaigns quickly? Your customers have little patience for a brand that fails to meet their expectations for a contextually relevant and interactive digital experience that supports their journey as a customer. As a result, speed-to-market and business agility are more important than ever before when it comes to gaining and sustaining a competitive advantage. Are your existing web experience management tools and processes up to the challenge?
If you are a marketer that has to secure a developer resource whenever you want to create a new landing page or make an important update to your website, get ready for your competitors to eat your lunch. Today’s market moves much too swiftly and companies with marketing teams that are forced to rely on IT for the execution of their digital marketing efforts are at a steep disadvantage. That’s why it’s so important to have a web experience management platform that empowers marketers and other non-technical business users to manage many aspects of the digital customer experience themselves.
See how simple site authoring and editing are in WebCenter Sites in this brief video tutorial.
Oracle WebCenter Sites makes it easy for marketers to contribute and manage websites with visual and intuitive content authoring and layout capabilities designed for the non-technical user. Oracle WebCenter Sites enables marketers to simply drag and drop content right into the context of a web page using a “What You See Is What You Get” (WYSIWYG) authoring interface. Rich search functionality and visual search results make the process of locating images and other content for use within pages, streamlined and efficient.
Because of WebCenter Sites’ intuitive and easy-to-use tools for managing online experiences, our customers have gained the ability to get to market faster with their digital marketing initiatives. As marketers and other line of business users take greater control of managing the web experience, our customers have seen the lead time for new online campaigns shrink from months or weeks down to a matter of days, and routine site updates can be made in a matter of minutes without having to secure a developer resource to execute them.
In today’s socially enabled, multichannel online world, individuals increasingly expect their online experiences to be targeted specifically to their interests, to be as social and interactive as their social networking experiences and to be optimized for whatever device type they choose whether a PC, tablet or mobile phone. For Web marketers, this new imperative presents a unique set of challenges when it comes to engaging with their customers online.
Oracle WebCenter Sites helps organizations meet the new Web experience management (WEM) imperative:
Oracle WebCenter Sites enables organizations to deliver a highly relevant and personalized online experience to their customers using intuitive segmentation and targeting capabilities. This allows organizations to deliver the right content to the right site visitor at the right time, maximizing up-sell and cross-selling opportunities while creating an experience that fosters loyalty.
With Oracle WebCenter Sites, organizations can make the experience on the corporate web presence as interactive and community oriented as the experience on social networks. They can also tap into the power of social networks for extending the visibility of their brand and leverage social endorsements to influence purchasing decisions. User-generated content such as ratings, reviews, comments and polls can be easily incorporated into the web presence. Social login and social sharing capabilities make it easy for site visitors to contribute user-generated content using their familiar social network ID’s. Content that site visitors like can be easily shared with their social networks in just a few clicks.
Oracle WebCenter Sites also helps organizations solve some of the challenges of multichannel delivery so they can successfully engage site visitors across online channels. Oracle WebCenter Sites enables centralized management of traditional web and mobile sites. The online experience can be easily optimized for delivery to thousands of mobile phone and tablets so organizations can engage mobile users more effectively.
Check out the video to see what it's like to experience WebCenter Sites as a site visitor:
Another important focus area of WebCenter Sites is empowering businesses to create and manage engaging online customer experiences on an enterprise scale.
In order to compete effectively and to get online initiatives to market as quickly as possible, marketers and other non-technical business users need the ability to take greater control of the creation and management of the online customer experience. To enable this, WebCenter Sites has transformed the marketing user experience so that site authoring is visual, intuitive and designed for the way that marketers want to work today. When it comes to web authoring in WebCenter Sites, what marketers see is what marketers get.
Capabilities such as comments, reviews, ratings and blogs are integral to engaging site visitors today. Additionally this kind of user-generated content enables visitors to recommend and endorse an organization to others – an invaluable marketing tool in today’s world. But user-generated content requires some level of moderation and control to safeguard the integrity of the brand. Oracle WebCenter Sites provides deep, yet simple to use moderation capabilities so that organizations can assure that the dialogue around their brand is a constructive one.
Assuring optimal performance across enterprise web deployments is a critical component of the online customer experience. With Oracle WebCenter Sites, organizations can deliver a highly scalable multisite, multilingual, and multimedia online customer experience. They can execute on a global scale without sacrificing performance. Oracle WebCenter Sites assures rapid, dynamic delivery of high-volume sites, streamlines the management of hundreds of sites, makes it possible to manage vast and complex product catalogs with ease, and seamlessly incorporates digital assets into the online experience through rich media management.
See what it's like to be a marketer using WebCenter Sites to create engaging online customer experiences:
So - people often ask us about our Social Business Thought Leaders Series and why we do it.
We believe very strongly in the positive change that is happening today in both how we work and how we live because of the transformation of social business technologies and people's behavior. Things are being driven by cloud technologies, mobile, real-time, video, and big data trends. We think, certainly as a technology vendor, that it isn't all about the technology - that you don't just buy our products - you buy into our strategies for the future and you won't buy into our strategies unless we share the same world view. So we've brought together this webcast series featuring opinion makers and thought leaders from the world of business, marketing, academia and IT to share with you what their research shows about what really is going on in the world and what the implications might be. We'll share some of their analysis about it and then show you, as a senior decision maker in your organization, how you can take advantage of some of those changes and avoid some of the pitfalls.
Of course, to help you avoid some of these pitfalls, we’ve brought together all these core technologies at Oracle under the WebCenter brand to form and build a user engagement platform for social business. We know that you are having to adapt to the trends and changing user expectations, and our goal is to provide you with the ideal solution to meet those demands.
This is why we’ve brought together all these core technologies at Oracle under the WebCenter brand to form and build the user engagement platform for social business – connecting people and information. We’ve brought together in a single solution, a combination of enterprise content management, imaging, social networking and collaboration, web experience management, and composite applications and mash-ups, that can be implemented individually or as a platform to address all the needs of engaging your users.
Each of these core capabilities play a significant role in helping you:
Hundreds of companies have
customers, who admire them, but only an elite few have true advocates –
passionate, vocal, loyal fans – who tell the stories of their experiences and
about how much they “love” them. As a teaser for our upcoming Social Business Thought Leader Webcast, we have a short podcast on our WebCenter Cafe where you'll hear from customer experience
expert and author, Jeanne Bliss. Click on the jumping little guy below. You’ll learn a little bit about Jeanne and the evolution of her specialty focus in helping companies shape company culture and uncommon
decision making to significantly impact their customers, employees,
growth and prosperity. Don't forget to register and join us for the webcast.
Today's customers are "plugged in" 24/7. They demand instant access to information and transactional capabilities when they want them, are savvy when it comes to making purchase decisions, and are not afraid to change brands if a company no longer meets their expectations.
How are companies responding to the new environment of rapidly rising customer expectations and disruptive innovations like social, mobile and cloud technologies?
Oracle’s recently released global survey of 1,300 senior-level executives from 18 countries in North America, Europe, Asia Pacific and Latin America yields new insights on the challenges, strategies and lessons learned for succeeding in the customer experience (CX) era.
Some of the key research findings include:
Today’s customers expect an experience that is both relevant and interactive across web, mobile and social channels. By focusing on creating experiences that demonstrate how well you know your customers, that promote social interactivity, and that allow for anytime, anywhere access across web, mobile and social channels, you can successfully drive customer engagement, and unlock the door to greater sales and loyalty for your business.
The key to delivering the kind of exceptional online customer experiences that can help drive the success of your business is web experience management. A web experience management solution such as Oracle WebCenter Sites, can empower your business to better engage your customers online. With Oracle WebCenter Sites you can:
Create relevant and personalized online experiences
Today, it’s no longer acceptable to deliver a one-size-fits-all online customer experience. Instead, you must demonstrate that you know your customers by providing them with a relevant and personalized online experience that takes their preferences, behavior and past history with your brand into account. Oracle WebCenter Sites provides you with easy to use segmentation and targeting capabilities that will enable you to deliver a more personalized online experience.
Enable social and interactive online experiences
Customers expect their online experience with your brand to be as social and interactive as their experiences on social networks like Facebook and Twitter. To fulfill these expectations, you must provide your customers with plenty of opportunities to interact socially with your brand. This means incorporating user-generated content capabilities such as ratings, reviews, or comments into your web presence and integrating with social networks by enabling social login and social sharing of information on your site. With Oracle WebCenter Sites, you can easily incorporate social computing features into your online experience to drive engagement and foster community.
Deliver optimized experiences for mobile phones and tablets
The online experience is an increasingly mobile experience due to the ubiquity of phones and tablets. To meet the needs of mobile customers, organizations must optimize their web presence for anytime, anywhere delivery to the thousands of different mobile device types that are available. Oracle WebCenter Sites simplifies mobile delivery be enabling you to centrally manage both traditional sites and mobile sites using the same content, navigation and authoring interface.
Empower marketers to manage the online experience
Empowering marketers and other business users to take greater control of the creation, management and moderation of the online customer experience is a prerequisite for delivering the kind of engaging customer experiences that drive sales and loyalty. Oracle WebCenter Sites puts power into the hands of marketers with intuitive and visual site authoring tools that help you get your online initiatives to market faster.
Enable high performance, global online experiences
Assuring optimal performance across enterprise web deployments is a critical component of the online customer experience. With Oracle WebCenter Sites, you can deliver a highly scalable, multisite, multilingual, and multimedia online customer experience. With WebCenter Sites you can assure rapid, dynamic delivery of high-volume sites, streamline the management of hundreds of sites, manage vast and complex product catalogs with ease, and seamlessly incorporate digital assets into the online experience through rich media management.
Connect the online experience with other customer touch points
Customers expect to have a relevant, consistent and engaging experience across all of their touch points with a brand. Oracle WebCenter Sites can be integrated with commerce, faceted search, portal, CRM, BI and other customer experience applications from the Oracle portfolio to deliver a connected and engaging experience across the entire customer journey.
We hope you enjoyed learning more this week about enabling exceptional online customer experiences with Oracle WebCenter Sites. To learn more about Fusion Middleware, please check out other features in the The New Business Imperative: Social, Mobile, Cloud series.
saw in Tuesday’s screencast about
delivering exceptional online experiences, today's customers expect an online
experience with your brand that is personalized, interactive and social. In
order to drive sales and loyalty, you need a web experience management solution
that empowers your business to easily create and manage contextually relevant,
targeted and interactive experiences that are optimized for web, mobile and
social channels. Oracle WebCenter Sites can provide you with the capabilities
you need to manage large-scale, global online presences that engage and
captivate your customers.
Ready to engage? Learn more today:
Web, mobile and social channels have ushered in what Altimeter analyst, Brian Solis, referred to in a recent Oracle WebCenter Social Business Thought Leaders webcast as connected consumers. These connected consumers have more choices, influence and access to online information than ever before. Engaging these customers and earning their sales and loyalty can be a great challenge.
Customers decide how, when, and where they want to engage with your brand--whether it's in the store, over the phone or on the web. They expect you to know who they are and what they need, and to seamlessly recognize them at every touch-point.
Newer channels like social and mobile have significant implications on how customers engage with organizations online and what businesses need to do manage the online channel more efficiently and effectively. Social networking has amplified the customer's voice and peers now have greater influence over buying decisions than traditional marketing. The pervasiveness of cell phones and tablets has also turned the online customer experience into an increasingly mobile experience, bringing with it new challenges for engaging always connected customers who are accessing the online channel with an ever increasing variety of mobile devices. As a result the power has shifted from brands to customers, and the delivery of an engaging online customer experience has become a great challenge for businesses today.
We invite you to learn how you can start engaging these connected customers through exceptional online experiences by viewing this screencast from the New Business Imperative: Social, Mobile, Cloud Series.
In a time where customers have an increasing number of choices and an increasing level of control over their relationships with brands, what matters most is engagement. In order to engage your customers online, you need to provide them with a relevant, interactive and multichannel experience. Check out this video to see the kind of engaging online experience that Oracle WebCenter can power for your customers.
Want to learn more? Visit our Connected Customer Experience Resource Center to:
Engage. Empower. Extend.
Today’s customers have higher expectations and more choices than ever before. To succeed in this environment, organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey. This requires a new approach that connects and optimizes all customer touch points as they research, select and transact with your brand. Oracle WebCenter Sites combines with other customer experience applications such as Oracle ATG Commerce, Oracle Endeca, Oracle Real-Time Decisions and Siebel CRM to deliver a connected customer experience across your websites and campaigns.
Attend this Webcast to learn how Oracle WebCenter:
This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.
If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives.
If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today:
Using the Online Customer Experience to Drive Engagement and Marketing Success
Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - Georgian
Mariam Tariq - Senior Director Product Management, Oracle
Stephen Schleifer - Senior Principal Product Manager, Oracle
Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online
The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives.
Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration
Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan AB
Stephen Fioretti - VP, Product Management, Oracle
Peter Doolan - Group Vice President, Sales Engineering, Oracle
Andrew Kershaw - Sr Director Business Development, Oracle
Marty Marcinczyk - VP Customer Experience Engineering, Comcast
A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.
And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.
In recent years, we’ve seen social media evolve from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value. Yet, with the onset of social media fatigue, time seems to be running out for businesses to make the most out of this important channel for customer engagement. Attend our upcoming webcast to hear industry analyst R “Ray” Wang of Constellation Research explain how to apply the nine Cs of customer engagement. Hosted by Senior Director of Evangelism for Oracle WebCenter, Christian Finn, this webcast promises a lively discussion where you'll learn:
Missed Oracle’s Customer Experience Online Forum? Don’t worry. You can still catch the sessions at your convenience. Watch the Customer Experience Online Forum on demand to hear from Bruce Tempkin, a leading expert in customer experience, as well as other thought leaders and they delve into topics such as the ROI of customer experience and strategies for winning over customers. Simply register to gain access to these sessions and more:
The Customer Experience Revolution
Customer experience has become the most important and defensible differentiator for your business. The customer experience is a journey that transcends all customer touchpoints and stages of the customer lifecycle. Discover where you are in the journey, identify how to begin optimizing the experience you deliver your customers, and join the Revolution.
The ROI of Customer Experience
Bruce Temkin, Customer Experience Transformist & Managing Partner, Temkin Group
Research of US and UK customers demonstrates a high correlation between a positive customer experience and loyalty. A successful customer interaction increases the willingness to buy more and to recommend your company. US companies can gain $380 million over three years by providing an optimized customer experience. This session will help companies determine the business impact that customer experience has on their specific business.
Integrating Marketing and Loyalty to Deliver Great Customer Experiences
New devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. Learn how leading brands are using Oracle's marketing solutions to harness big data and better understand their customers, extend their marketing reach into social channels, and retain their high value customers through more rewarding customer experience.
Where to Start Your Organization's Revolution
The process of crafting a great customer experience starts with understanding customers and their goals. This session helps you to begin mapping a sound customer experience strategy, describing the intended experience and kinds of processes that create differentiation.
Did you know that customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend? Did you know that even a modest increase in customer experience can translate into millions of dollars gained? Learn more about the ROI of customer experience in this free report.
Oracle WebCenter is the center of engagement for business—powering
exceptional experiences for customers, partners, and employees. It connects
people, process, and information with the most complete portfolio of portal,
Web experience management, content, imaging and collaboration technologies.