Friday Jun 29, 2012

The Customer Experience Revolution is Now

To conclude this week’s focus on customer experience, I’ll end by recapping how my week began in New York City at The Experience RevolutionWe all know that customers increasingly call the shots, and that winning or losing depends on how well we manage to meet their expectations. Today’s customers have a multitude of choices and are quick to jump ship following a poor experience. As a result, delivering an experience that is relevant, interactive, engaging, and consistent across channels and fostering rewarding relationships are increasingly important to business success.  It is only through exceptional customer experiences that companies can expect to acquire new customers and maintain their loyalty. 

Over 400 of us gathered at Gotham Hall on Monday night to hear Oracle President Mark Hurd introduce Oracle Customer Experience, a cross-stack suite of customer experience products that include Oracle RightNow CX Cloud ServiceOracle EndecaOracle ATG Web CommerceOracle WebCenter,Oracle Siebel CRMOracle Fusion CRMOracle Social Network, and Oracle Knowledge Management. I'd encourage you check out this video to hear Mark explain why having a good product isn't good enough in the wake of the customer experience revolution.

The Experience Revolution event itself was designed to deliver the kind of rich experience that sticks with you, using an interactive gallery of customer experience to deliver an individualized experience to each attendee through a combination of touch screens and near field communication technology.  Over the coming weeks we’ll share some of these customer experience vignettes with you. In the interim, you can learn more about Oracle Customer Experience solutions here.


Tuesday Jun 26, 2012

Catch Oracle Today and Tomorrow at Forrester’s Customer Experience Forum 2012 East

Continuing our coverage of the customer experience revolution this week, don’t miss a chance to catch up with Oracle at Forrester’s Customer Experience Forum 2012 East today and tomorrow in New York City. The theme for this year’s Forum is “Outside In: The Power Of Putting Customers At The Center Of Your Business” and will take a look at important questions surrounding how to transform your company in order to take best advantage of the customer experience revolution:

  • Why is customer experience the greatest untapped source of cost savings and increased revenue today?
  • What is the key to understanding and taking control of your customer experience ecosystem?
  • What are the six essential customer experience disciplines?
  • Which companies have adopted best-in-class customer experience practices?
  • How do customer experience strategies drive differentiating activities and processes at top companies?
  • Which organizations appoint a chief customer officer to lead their customer experience efforts?
  • What is the future of customer experience?
  • How can you design an enterprise wide customer experience?
  • How can you measure the results of your customer experience efforts?


As a gold sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forum.  Here are some of the highlights:

Oracle Speaking Session
Tuesday, June 26, 2:10pm – 2:40pm
The Customer And YOU — Today’s Winners Are Defined By Customer Experience
Anthony Lye, Senior Vice President of Customer Relationship Management, Oracle

Come hear Anthony Lye, Senior Vice President of Customer Relationship Management at Oracle, explain how leading companies are investing in customer experience solutions to enrich all interactions between a customer and their company. He will discuss Oracle's vision for transforming your customer engagement, insight, and execution into a connected, personalized, and rewarding experience across all touchpoints and interactions. He will demonstrate how great customer experiences generate real business results by attracting more customers, retaining more customers, and generating more sales while improving operational efficiency.

Solution Showcase
Tuesday, June 26th
9:45am - 10:30am - Morning Networking Break in the Solutions Showcase
11:45am – 1:15pm - Networking Lunch an Dessert in the Solutions Showcase
2:40pm – 3:25pm - Afternoon Break in the Solutions Showcase
5:30pm – 7:00pm - Networking Reception in the Solutions Showcase

Wednesday, June 27th
9:45am - 10:30am - Morning Networking Break in the Solutions Showcase
12:20pm -1:20pm - Networking Lunch and Dessert in the Solutions Showcase

We hope to see you there!


Webcast: Learn How Ancestry.com Delivers Exceptional Online Customer Experience with Oracle WebCenter
Date: Thursday, June 28, 2012
Time: 10:00 AM PDT/ 1:00 PM EDT

Ancestry.com is the world’s largest online family history resource, providing an engaging customer experience to more than 1.7 million members. With a wealth of learning resources and a worldwide community of family history enthusiasts, Ancestry.com helps people discover their roots and tell their family stories. Key to Ancestry.com’s success has been the delivery of an online customer experience that converts site visitors into paying subscribers and keeps them coming back. Register now to learn how Ancestry.com delivers an exception customer experience using Oracle WebCenter Sites.



Wednesday May 09, 2012

Oracle Social Network: How it Works

As we are talking this week about social collaboration and how to better engage with your constituents, many tools that are available today are very much siloed.  Many can relate to starting a Conversation or an interaction in a collaborative session within IM, and then have to evolve it into email, then point to a document that is in a different system. Then the challenge is while the tools maybe relatively flexible allowing you to move between them,  it is very difficult to understand the context in which are you are trying to work and to understand the decision or the problem you are trying to solve across the various tools. If you asked someone to get involved over email when you started that Conversation in Instant Messaging then pointing to them at a document in a different system, then it is going to be difficult over time to come back and understand how that decision was made or even share that complete decision making process with anybody.

Oracle Social Network solves the “siloed collaboration” problem by providing a tool that evolves the collaboration mechanism, who is involved in the collaboration, when they should be involved, and bringing in the right people at the right time -- not spamming people with unnecessary noise.

 It’s important to be able to understand the context. When someone new comes into a Conversation, they need to understand how the decision made up at the point has evolved or why they are brought in to make a decision. Rather than brining in someone into a subset of information, Oracle Social Network allows them to have all the information and all the information needed to make a decision available.

Want to see how it works? Check out the videos below.

Learn how to use Oracle Social Network through Microsoft Outlook and mobile devices such as the iPad and iPhone to access CRM application data and Conversations.

Easily work with files using Oracle Social Network to share information with your sales team, groups, or everyone in your company; mark collaborative documents together in real-time; view the latest version; and access them anytime.

See how sales interactions with Oracle Social Network are easy, effective and efficient to use across a virtual CRM team, allowing participants to update CRM opportunities, start Conversations, find experts, and keep their social network up to date.

Tuesday Mar 27, 2012

Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

Forrester Research

The Forrester Customer Intelligence Forum and the Forrester Marketing Leadership Forums will soon be here.  This year’s events will be co-located on April 18-19 at the J.W. Marriott at the L.A. Live entertainment complex in downtown Los Angeles.  Last year’s Marketing Forum was quite memorable for me.  You see, while Forrester analysts and business marketers were busy mingling over at the Marriott, another marketing powerhouse was taking up residence a few feet away at The Staples Center.  That’s right folks. Lada Gaga was coming to town.  And, as I came to learn, it made perfect sense for Lady Gaga and her legions of fans to be sharing a small patch of downtown L.A. with marketing leaders from all over the world.  After all, whether you like Lady Gaga or not, what pop star in recent memory has done more to build herself into a brand and to create an engaging, social and interactive customer experience for her Little Monsters?  While Lady Gaga won’t be back in town for this year’s Forrester events, there are still plenty of compelling reasons to make the trip out to Los Angeles.  

The theme for The Forrester Customer Intelligence and Marketing Leadership Forums this year is “From Cool To Critical: Creating Engagement In The Age Of The Customer” and will tackle the important questions about how marketers can survive and thrive in the age of the empowered customer:

Forrester Research


•    How can you assess consumer uptake of new innovations?
•    How do you build deep customer knowledge to drive competitive advantage?
•    How do you drive deep, personalized customer engagement?
•    What is more valuable — eyeballs or engagement?
•    How do business customers engage in new media types?
•    How can you tie social data to corporate data?
•    Who should lead the movement to customer obsession?
•    How should you shift your planning and measurement approaches to accommodate more data and a higher signal-to-noise ratio?
•    What role does technology play in customizing and synchronizing marketing efforts across channels?

As a platinum sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forums.  Here are some of the highlights:

Oracle Speaking Session
Thursday, April 19, 9:15am – 9:55am
Maximize Customer Engagement and Retention with Integrated Marketing & Loyalty
Melissa Boxer, Vice President, Oracle CRM Marketing & Loyalty

Customers expect to interact with your company, brand and products in more ways than ever before.   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. While Marketing's objectives (attract, convert, retain) remain fundamentally the same, your approach and tools must adapt quickly to succeed in this more complex, cross-channel world. Hear how leading brands are using Oracle's integrated marketing and loyalty solutions to maximize customer engagement and retention through better planning, execution, and measurement of synchronized cross-channel marketing initiatives.

Solution Showcase
Wednesday, April 18
10:20am – 11:50am
12:30pm – 1:30pm
2:55pm – 3:40pm

Thursday, April 19
9:55am – 10:40am
12:00pm – 1:00pm

Solution Showcase & Networking Reception
Wednesday, April 18
5:10pm – 6:20pm

Be sure to follow the #webcenter hashtag for updates on these events.  And for a more considered perspective on what Lady Gaga can teach businesses about branding and customer experience, check out Denise Lee Yohn’s post, Lessons from Lady Gaga from the Brand as Business Bites blog.

Wednesday Oct 19, 2011

Oracle Social Network: Connect Your People, Applications, Processes & Customers

Are you experiencing disconnected and unengaged teams? Are you looking for a tool to easily connect expertise across the organization and provide visibility into all the relevant business processes and activities? Do you need a way to enhance & retain organizational knowledge? Oracle Social Network is the answer. Available in the Cloud and powered by Oracle WebCenter, Oracle Social Network enables business users to securely collaborate with each other using a broad range of collaboration tools and is seamlessly integrated with Oracle Fusion Applications, business intelligence, and business processes, allowing users to receive real-time information feeds from these systems.


Hear from Andy Kershaw, Senior Director of Product Management for Oracle Social Network as he talks live from Oracle OpenWorld 2011 after Larry Ellison announced Oracle Social Network - a secure collaboration tool for everyone you work with.

You also won't want to miss this webcast tomorrow to see Andy Kershaw give a demonstration of Oracle Social Network and learn how you can use Oracle Social Network to connect your people, your applications, your processes and your customers. 

Friday Oct 14, 2011

Webcast: Oracle Social Network -- Social Networking Without the Noise

Logo
Oracle Social Network -- Social Networking Without the Noise

Date: Thursday, October 20, 2011
Time: 11:00 AM PDT


Join us for this Webcast and learn why Oracle Social Network is the secure collaboration tool for everyone
you work with. Learn how Oracle Social Network:
  • Drives enterprise collaboration through natural conversations
  • Enables purposeful social networking without the noise
  • Builds cross-enterprise knowledge by integrating conversations with CRM, HCM and other
    business applications

Presented by:
Andrew Kershaw

Senior Director, Oracle Social Network Product Management

Tara Roberts
Vice President, Oracle Fusion CRM Product Management

We hope you'll join us!

Tuesday Oct 11, 2011

Oracle Social Network: Collaboration in the Cloud

Are your sales teams disconnected and unengaged? Do you need a tool that can easily engage expertise across the organization and provide visibility into all the relevant business processes and activities? Do you want to work more efficiently with your partners and know your customers better? Oracle Social Network is the answer.


“The biggest change over the past few years is social networking,” said Oracle CEO Larry Ellison.  “Today, organizations want to connect their people, their applications, their processes and their customers. Oracle Social Network provides that; all the tools are integrated and employees can work from anywhere in the world with the devices best suited to their job.”


Oracle Social Network is a secure, social networking and enterprise collaboration solution with a broad range of social tools designed to capture information from people, Enterprise Applications, and business processes to facilitate collaboration between individual users and teams of people both within and across Enterprises. It drives business through natural Conversations and jump-starts productivity with more-purposeful social networking and contextual enterprise collaboration without the noise.

Oracle Social Network includes stream-based Conversations that consolidate IM, e-mail, applications, content, editing tools, and telephony into a single context. Unlike other collaboration tools that simply generate a lot of noise, Oracle Social Network enables Conversations that are context-based and tied to business activities and processes to help users collaborate more effectively.

Learn how Oracle Social Network can help your company collaborate more intelligently and effectively on Thursday, October 20 at 11:00am PT / 2:00pm ET in this upcoming webcast.

Thursday Oct 06, 2011

Introducing Oracle Public Cloud at Oracle Open World 2011

By Sandeep Banerjie

Larry Ellison announced the Oracle Public Cloud yesterday! For those of you who missed this exciting announcement live, let us quickly summarize it for you:

The Oracle Public Cloud is a suite of Oracle applications, middleware and database offerings delivered in a self-service, subscription-based, elastically scalable, reliable, highly available and secure manner. Oracle provides hosting, management, software updates, and world-class support for these offerings.

The Oracle Public Cloud includes the following services:

Application Services

  • Oracle Fusion CRM Cloud Service
  • Oracle Fusion HCM Cloud Service
  • Oracle Social Network Cloud Service

Platform Services

  • Oracle Database Cloud Service
  • Oracle Java Cloud Service

So what’s unique about Oracle Public Cloud?

It is an enterprise cloud for business. It is an integrated suite of services spanning Oracle's complete portfolio based on open Java and SQL standards offering flexible cloud and on-premise deployment. The services offered in the cloud are based upon Oracle's complete portfolio of best-in-class solutions. They are fully integrated together so IT departments do not have to unify the solutions they buy, and the cloud provides an extensive array of timely and relevant 3rd party content to enrich applications. Applications can be built or extended using standards-based technology such as full Java EE applications and SQL. Organizations can deploy Java applications with no changes onto our cloud, customize Fusion Applications, and develop new custom applications. There is easy instant provisioning with a transparent, predictable pricing model that is based upon monthly subscriptions and consolidated billing. Additionally, applications and end users can move from Oracle Public Cloud to on premise and back. Finally, the cloud is based upon Exalogic and Exadata, offering superior reliability, performance, and elastic capacity.

To learn more about Oracle Public Cloud and get a first hand view of the different cloud services, be sure to attend the “Oracle Powers the Cloud” day at Oracle OpenWorld on Oct 6 (Thursday). It’s going to be an action packed day with keynotes, 25+ cloud sessions, and 15+ demos. And off course you don’t want to miss “It’s a Wrap” closing party that day, featuring Berlin and the Five Hundreds! So if you are not already registered for this special day at Oracle OpenWorld, do that right away at: http://www.oracle.com/openworld/learn/cloud/index.html

Be sure to attend the Oracle Public Cloud General Session repeated 3 times on Oct 6:

“Power Your Cloud: An Enterprise Cloud for your Business Critical Applications”

  • 10:30 – 11:30am at Moscone South 307
  • 12:00 – 1:00pm at Moscone West 2005
  • 1:30 – 2:30pm at Moscone West 3022

See you tomorrow and in the meantime, check out Oracle Public Cloud at cloud.oracle.com

Wednesday Jul 27, 2011

Oracle WebCenter Connect and Siebel CRM Service Integration

Social media has changed the game of customer service beyond recognition. We all know about the growing importance of social media and its emergence as another crucial customer contact channel for both sales and service. How organizations incorporate these new channels into their customer experience strategy will determine its success. Are your customers equipped with the right tools that enable them to find knowledge that is not easily searchable or documented? Does your organization have a social media strategy in place that enables you to respond in real-time, have rich agent-agent conversation to drive interactive idea generation and quickly access history of conversations from CRM?


We invite you to view this demonstration as we show how Oracle WebCenter connect Conversations can integrate with Oracle Siebel CRM and together provide exception levels of customer service. Many companies have chosen social media strategies that strive to place the customer at the center of each of their interactions…has yours?

Monday Jul 25, 2011

Oracle WebCenter Connect: Engage the Social Enterprise

We recently announced the new Oracle WebCenter, the user engagement platform for social business, connecting people and information. With this announcement the WebCenter brand covers portal, web experience management, content, and social and collaboration technologies into a single product suite that can be easily integrated with enterprise applications.  You can see the announcement webcast now on-demand. Last week we talked about the content pillar of WebCenter, and this week will we focus on the connect pillar.

I had the opportunity to speak with Andy Kershaw, Senior Director of business development for Oracle WebCenter connect. Here is a recap of our conversation.

Q: What is Oracle WebCenter connect?
A: Oracle WebCenter connect is a collaboration solution designed specifically for knowledge workers—including sales and service professionals—to work more effectively together. Oracle WebCenter connect includes stream-based Conversations that consolidate IM, e-mail, applications, content, editing tools, and telephony into a single context, so users can quickly and easily get up-to-speed and collaborate more effectively, as well as speed decision-making. Users can upload, share, and annotate snapshots and documents, all within the context of a Conversation.

Figure 1: Oracle WebCenter connect is based on stream-based Conversations that tie together a range of disparate applications and business activities that enable richer interactive participation with employees and/or external participants.

Q: How is Oracle WebCenter connect different from other collaboration tools out there?
A: Some collaboration tools are built around a team site, which can be limiting in scope and flexibility. Others operate more like a social networking stream to broadcast updates, generating a lot of noise that is difficult to filter and to focus on the right information. It’s very difficult to understand the context of these updates and track the streams for review at a later point in time.

Oracle WebCenter connect, on the other hand, has a much more purposeful approach to the way users collaborate. Interactions are based on Conversations that are context-based and tied to a CRM record, such as an opportunity, account, or service request. 

 Figure 2: Users can collaborate in context of a CRM record to bring more purpose to collaboration.

Rather than broadcasting updates to a wide audience or limiting communications to users on a site, Oracle WebCenter connect can intelligently add users associated with a CRM object, (such as team members engaged in an opportunity,) extend participation to nontypical CRM users (such as the legal team,) or subset user groups, (such as sales representatives and sales consultants.) And because Conversations are tracked in context, users can gain insight into what and how decisions were actually made.

Q: How does Oracle WebCenter connect work?
A: A Conversation may start as an instant message or e-mail. Suddenly you realize that to make a decision, you need to go the next step—escalate—by talking live by phone, or perhaps by reaching out to new participants who have key insights. Oracle WebCenter connect allows you to integrate channels to add new members into a Conversation without leaving the current context—and also without losing a record of this new transaction. It is all there for review in a single place.

We have actually embedded the solution within applications such as Oracle CRM On Demand and Oracle’s Siebel CRM, so you can initiate a Conversation right where you're working. This enables instant action, and also drives adoption of Oracle WebCenter connect Conversations, since participants can access them from whatever context they are working, whether in e-mail or within an application, at their desk, or on their smart phone or iPad.


Figure 3: WebCenter connect mobile clients provide access to enrich purposeful collaboration through form factors specific to each client and device such as the Apple iPad.

Learn more about Oracle WebCenter connect.

About

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.

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