Friday Jan 18, 2013

Online Customer Journey: The Service and Recommendation Experiences

We wrap up our week of focusing on the online customer journey by looking at the final two stages – the service experience and the recommendation experience.

The Service Experience

Once you’ve successfully converted site visitors into paying customers, you’ll want to assure that it’s easy for customers to continue doing business with you and help them get the most out of their investment in your products or services. Oftentimes, in industries like financial services, healthcare, or even government, you’ll want to provide your customers, patients, or constituents with both a public online presence where they can find information and engage with your organization early in the customer journey, and also an online self-service presence that enables your customers to access secure services where they can conduct financial transactions, look up personal health information or take advantage of government services. In cases like this, the combination of Oracle WebCenter Sites and Oracle WebCenter Portal is ideally suited to helping you meet both of these objectives and ultimately deliver an online experience that is unified, consistent and seamless as those visiting your web presence evolve from prospects into active customers.

The whole idea of incorporating a self-service aspect into a company’s online engagement strategy is definitely one that is picking up steam as companies looks at new ways to service their customers efficiently and effectively online. And not only is online self-service a means for driving greater efficiencies, the vast majority of customers – 75% -- prefer to use online support if it’s available and reliable.

The Recommendation Experience

The final phase that you should consider in your online marketing strategy is the recommendation phase, whereby satisfied customers become advocates for your brand and recommend it to others. The opinions that people share about their experiences with a product or brand are a highly valued source of information relied upon by prospective customers as they contemplate a purchasing decision. In fact, 70% of consumers trust the opinions of other online users, making it one of the most trusted types of information that potential buyers consider, second only to the opinions of people they know.1

You can tap into the influence your satisfied customers can have over prospective customers by making it easy for them to share their experiences with their social networks, and to contribute helpful comments, ratings or reviews of your products and services. The ability to share and contribute socially on your web presence should be given component of your web presence. You can encourage social sharing and the contribution of user-generated content by enabling social login on your web presence, whereby customers can login into your site quickly and easily using their familiar social networking profiles. Such capabilities are available to you when you use Oracle WebCenter Sites for web experience management.

This concludes our series of posts on the online customer journey. Remember that developing an effective online experience that supports the customer life cycle is critical to driving sales and earning long term loyalty.

 ******

Are you providing your customers with engaging online experiences using Oracle? If so, you probably realize that there's more to exceptional customer engagement than just web experience management. You must also empower your business by engaging and enabling employees and partners to deliver on customers' expectations. Join us for this Webcast and learn how to meet your engagement goals by doing more with Oracle WebCenter for portals and enterprise content management. View now.

1 Neilsen, “Global Trust in Advertising and Brand Messages,” 2011

Wednesday Jan 16, 2013

The Online Customer Journey: The Research Experience

Yesterday, we began taking a look at the online customer journey and the primary stages of it that should be carefully considered as you develop your online strategy. Today, we’ll take a closer look at the first stage in which potential customers begin to research solutions to fulfill a need or solve a problem, and what that means in terms of how you should approach your online presence.

While social networking sites have become frequent online destinations for people today, company sponsored brand websites still play a central and critical role in the online customer journey. In fact, brand websites remain a preferred source for information gathering during the purchase process, second only to search engines in popularity.1 Not only is the brand website a preferred source for information, it is also a highly trusted one. Nearly 60% of online consumers trust the information they find on company websites, a percentage that far exceeds that of all other forms of paid advertising.2


Since the brand website is such a highly preferred and trusted destination during the customer journey, you’ll want to assure that it delivers a truly engaging experience as your site visitors research your products and services. At this stage in the customer lifecycle, you want to focus on informing, educating, and developing interactive relationships with prospective customers so that they’ll seriously consider your brand as a solution that addresses their needs.

Part of this engagement equation will depend on your content strategy, in other words, you’ll need to assure that you have the right mix of thought leadership, product/service information, videos, testimonials or other marketing content to address the needs of prospective customers at this stage of their journey. The other part of the engagement equation involves web experience management (WEM) technology, and how you leverage it to drive relevancy and promote interaction across online channels using the content you’ve developed. From my perspective, there are three key ways in which WEM can help your business facilitate the research phase of the customer journey and deliver content in more meaningful ways to promote engagement with your brand:

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. More relevant online experiences can lead to greater site stickiness, more repeat visits and higher conversion rates. They can help prospective customers more easily find and understand how your products and solutions can help them meet their particular objectives. A WEM solution can provide you with easy to use segmentation and targeting capabilities that will empower you to deliver a more personalized online experience using your marketing content.



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 to facilitate participation on your site using social login and to promote social sharing of information from your site. To achieve this, make sure that you use a WEM solution that allows you to easily incorporate social computing features into your online experience drive engagement and foster community, while also providing robust moderation and management capabilities so you can assure that all user-generated content benefits both your community and your business.

Optimized Experiences for Mobile

The online experience is an increasingly mobile experience due to the ubiquity of phones and tablets. To meet the needs of mobile customers, you must optimize your web presence for anytime, anywhere delivery to the thousands of different mobile device types that are available. Your WEM solution should help simplify mobile delivery by enabling you to centrally manage both your traditional site and mobile site using the same content, navigation and authoring interface.

Today’s customers expect an experience 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’ll engage prospective customers during the early phases of the customer life cycle, thereby unlocking the door to greater sales and loyalty for your business.

****************************************************************************


You can learn more about Oracle’s web experience management solution, Oracle WebCenter Sites, by downloading this free white paper, “Creating a Successful and Meaningful Customer Experience on the Web.” Return to the Oracle WebCenter blog later this week as we look at other stages in the online customer journey.

1 Fleishman-Hillard, "2012 Digital Influence Index: Understanding the Role of Internet in the Lives of Consumers" conducted by Harris Interactive,, Jan 31, 2012

2 Neilsen, “Global Trust in Advertising and Brand Messages,” 2011

Tuesday Jan 15, 2013

Does Your Online Experience Support the Customer Journey?

We live in an always connected world. Every minute of every day, two million search queries are made on Google, nearly 700,000 pieces of content are shared on Facebook, 571 new websites are created, and consumers spend $272,000 shopping online.1 We shop, we play and we connect online, and so do your customers. There is no doubt that the online channel is often your customers’ preferred channel for conducting and managing their personal and professional business. But does the online experience that you deliver really turn casual site visitors into long-term paying customers and advocates for your brand?

If you’re part of an organization looking to compete in an increasingly web, mobile and social world, you must take care to develop and execute an online customer experience strategy that supports the entire customer journey. Your goal should be to provide an engaging, consistent and connected experience, whether you are dealing with a prospective customer who is visiting your public website for the first time, or a long time customer who has logged on to your self-service portal to look up account information or conduct a transaction.

While there are many different stages of the customer journey, there are five primary phases you’ll want to consider carefully as you develop your online customer experience strategy:

Online Customer Experience Journey

1) Research

As potential customers begin to research solutions to the problems they are trying to solve, the focus of your online customer experience should be on engagement. The days when prospects could be won over by a static, one-size-fits-all web experience are long gone. Instead, you need to focus on providing prospects with personalized and interactive online experiences that are easily accessible and optimized for PC’s, tablets and mobile phones. By combining a well thought out content strategy with a dynamic web presence, you can begin to earn the trust of prospective customers and get them to seriously consider your brand.

2) Select

Once you’ve successfully engaged prospective customers with a relevant and interactive experience, and gotten them to consider your organization as a possible solution for their needs, you can continue to guide and influence their selection process by making it easier for them to search for and discover suitable solutions for their needs. Depending on your business model, there are numerous approaches that aid the online selection process including the incorporation of faceted search and guided navigation, segmentation and targeting, or even endorsements from other customers in the form of comments, ratings or reviews on the web presence.

3) Purchase

If your business model includes an eCommerce component, speeding and simplifying the purchase process is the next step in the online customer experience journey. A streamlined and efficient online purchase process is vital to preventing shopping cart abandonment. The purchase process can even become another opportunity for engaging customers and influencing them to purchase more or related products; it can also be structured to incent customers to take action now through various promotions or offers.

4) Service

Once you’ve successfully converted site visitors into paying customers, you’ll want to assure that it is easy for customers to do business with you and to help them get the most out of their investment in your products or services. For certain industries, such as financial services, your online presence may even be the primary channel in which customers conduct business with you. In any case, an effective customer self-service portal can not only drive down service costs, but it can actually improve customer satisfaction at all phases of the ownership experience, from product delivery to use and maintenance.

5) Recommend

The final phase that you should consider in your online marketing strategy is the recommendation phase, whereby satisfied customers become advocates for your brand and recommend it to others. By giving your customers opportunities to share their experiences with their social networks, and by enabling them to endorse your products and services in the form of comments, ratings, and reviews on your web presence, you help extend the reach of your brand and leverage your customers’ influence over their peers – truly one of your most powerful assets in your marketing toolkit.

Developing an effective online experience that supports the customer journey is critical to driving sales and earning long term loyalty. Customers’ needs change as they move between the research, selection, purchase, service and recommendation phases of the lifecycle, often necessitating a number of different technologies to deliver on customers’ expectations at each stage. From a technology perspective, this often means integrating web experience management, faceted search, eCommerce, or portal technologies that help support the online customer experience and unify it across all online touch points seamlessly. Be sure to check back on the WebCenter blog this week as we take a closer look at customers' expectations and needs at each of the fives phases of their online journey and the CX technologies that can enable your businesses to deliver on them.

*****

Webcast: Connect the Online Customer Experience with Oracle WebCenter

If you’d like to learn more about how to connect the online customer experience with Oracle WebCenter, please register for our webcast on Thursday, January 17 at 10a.m. PT / 1p.m. ET. You will learn how Oracle WebCenter:

  • Enables contextually relevant and interactive experiences across web, mobile and social channels
  • Works with Oracle ATG Commerce and Oracle Endeca to deliver consistent and engaging browsing, shopping and search experiences across all of your customer facing websites
  • Enables you to optimize the performance of your online initiatives through integration with Oracle Real-Time Decisions for automated targeting and segmentation

Register for the webcast today.

1 AllTwitter, Twitter, Facebook, Google, YouTube -- What Happens On the Internet Every 60 Seconds

Thursday Dec 20, 2012

Optimizing the Online Experience with Oracle WebCenter & Oracle Real-Time Decisions

Earlier in the week, we took a closer look at two different approaches to segmentation and targeting, manual and automated. While manual segmentation and targeting gives marketers a great deal of control, this approach can become time consuming and complicated when dealing with high volumes of segments and content. In these situations, automated segmentation, which relies on predictive intelligence, may be an appropriate choice for optimizing your online customer experience.

Oracle’s web experience management solution, WebCenter Sites, already includes robust capabilities for marketer managed segmentation and targeting, however, a whole new level of optimization can be achieved by combining WebCenter Sites with Oracle’s decision management solution, Real-Time Decisions. Using the power of statistical data models and historical and real-time analytics, Real-Time Decisions automates what would otherwise be the manual task of sifting through volumes of customer data, determining likely and potential customer segments, and determining the best content to present to a given site visitor. As customer interactions take place, Real-Time Decisions continuously refines its data models, automatically adjusting and learning over time to achieve the optimal content selection for each site visitor.

Marketers have multiple levels of control when using Real-Time Decisions. They can opt for full automation and let Real-Time Decisions handle all of the decision making. In this case, Real-Time Decisions infers segmentation and uses automation to make decisions about what content to display to the site visitor. Or, marketers can opt for a more controlled approach and specify performance goals that will help steer the Real-Time Decisions model in the direction of desired business objectives such as maximizing revenue or maximizing conversions.

Together, Oracle WebCenter Sites and Oracle Real-Time Decisions provide marketers with the ability to determine the best approach for realizing their segmentation and targeting objectives, whether that means managing the process manually or by instituting some level of automation. Download this white paper to learn more about how WebCenter Sites and Real-Time Decisions combine to create a truly powerful solution for optimizing the online customer experience to meet your business objectives.

Wednesday Dec 19, 2012

Defining Your Online Segmentation and Targeting Strategy

A lot of times, companies will put online segmentation and targeting on the back burner because they don’t know where to start. Often, I’ve heard web managers say that their segments aren’t well understood yet, so they can’t really deliver personalized online experiences that are meaningful. This lack of complete understanding means that they don't really bother to try. But, I don’t think you necessarily need to have an elaborate segmentation and targeting strategy already in place to start delivering a more relevant online customer experience. Sometimes it helps to think of how segmentation and targeting might solve some of the challenges your sites visitors are currently experiencing on your web presence, rather than doing nothing and waiting until a fully baked segmentation strategy lands in your inbox. 

For example, perhaps you have a broad and varied service offering that makes it difficult for site visitors to easily find the solutions that are most relevant for them.  How can segmentation and targeting help solve this problem?  Or maybe it’s like the airline I described in Monday’s post where the special deals featured on the home page are only relevant to site visitors from a couple of cities.  Couldn’t segmentation and targeting help them to highlight offers on their home page that are relevant to a larger share of their site visitors?


Your early segmentation and targeting efforts do not need to be complicated.  There are simple ways to start delivering a more relevant online customer experience, even if you’re dealing with anonymous site visitors.  These include targeting content to site visitors based on:

  • Referral: Deliver targeted content to your site visitors that is based on where they came from or the search term they used to find your site
  • Behavior:  Deliver content to your site visitors that is related or similar to content they’ve clicked on already
  • Location:  Deliver content your site visitors that is most relevant for their geographic location (this would solve that pesky airline home page problem described above)

So as you can see, there really are some very simple ways in which you can start improving your online customer experience using very basic segmentation and targeting methods. 

One thing to keep in mind as you start to define you segmentation and targeting strategy is that there are many different types of attributes or combinations of attributes upon which you can base your segmentation and targeting strategy.  In addition to referral, behavior and location, other attributes that you should consider are:

  • Profile Information:  What profile information do you know about this customer already?  Perhaps they provided some information on their interests and preferences when they first registered with your site.
  • Time:  What time is it and how does that impact what my site visitors are looking for or trying to do?
  • Demographics: What are my site visitors’ ages, incomes or ethnicities?

Which attributes you select to include in your segmentation strategy will depend on your unique business needs and objectives.  Attributes such as behavior or referral may not be the most important targeting criteria depending on your situation. For example, if you’re a newspaper you might know that certain visitors are sports fans based on their profile information.  You can create a segment for sports fans and target sports related content to that segment of your readership online.  Or perhaps, a reader is browsing stories that are related to politics; you can use that visitor’s behavior to assign him or her to a segment for those interested in politics. From there you can recommend more stories to that visitor based on their interest in politics. For an airline, the visitor’s location may be a more important attribute. By detecting the visitor’s location, you can assign them to an appropriate segment and then target special flights and offers to them based on their likely departure airport.

As you can see, there are many practical ways that you can start improving the experience your customers receive on your web presence using fairly basic segmentation and targeting techniques. If you want to learn more about segmentation and targeting using Oracle’s web experience management solution, check out this helpful video that demonstrates these powerful capabilities in Oracle WebCenter Sites.

*****

On Demand Webcast Featuring Brian Solis of Altimeter Group

Trends such as the mobile web, social media, gamification and real-time are changing customer behavior and expectations. In this new environment, many businesses will struggle. Some will fall by the wayside, while others learn to adapt and thrive. Watch this on demand webcast with Altimeter Group digital analyst and author, Brian Solis, and discover what your organization needs to know about how to compete in the new era of Digital Darwinism. View now.

Tuesday Dec 18, 2012

Segmentation and Targeting: Your Tools for Personalizing the Online Customer Experience

In order to deliver the kind of personalized and engaging online experiences that customers expect today, look to segmentation and targeting.  Segmentation is the practice of dividing your site visitors into distinct groups based on shared characteristics or behavior – for example, a segment may consist of site visitors who have visited pages related to certain product type, or they may consist of visitors within the same age group or geographic area.  The idea is that those within a segment are more likely to have common needs, problems or interests that can be served by your business. Targeting is the process by which the most relevant content, whether an article promotion or other piece of content, is delivered to your visitors based on their segment membership.

Segmentation and targeting are used to drive greater engagement on your web presence by delivering content to your site visitors that is tailored to their interests, behavior or other attributes.  You may have a number of different goals for your segmentation and targeting efforts:

  • Up-sell or cross-sell to your customers
  • Conduct A/B testing on your offers and creative
  • Offer discounts, promotions or other incentives for the time and duration that you specify
  • Make is easier to find relevant information about products and services
  • Create premium content model
There are two different approaches you can take toward segmentation and targeting for you online customer experience initiatives.

The first is more of a manual process, in which marketers manage the process of determining which segments to create and which content to target to those segments. The benefit of this approach is that it gives marketers a high level of control over the whole process which works well when you have a thorough understanding of your segments and which content is most likely to serve their needs.  Tools for marketer managed segmentation and targeting are often built right in to your WEM platform, as they are with Oracle WebCenter Sites. The downside is that the more segments and content that you have, the more time consuming and complicated in can be to manage manually.

The second approach relies on predictive intelligence to automate the segmentation and targeting process.  This allows optimization of the process to occur in real time. This approach helps reduce the burden of manual segmentation and targeting and can result in new insights into segments that you may never have thought of on your own.  It also provides you with the capability to quickly test new offers and promotions on your site.  Predictive segmentation and targeting can be achieved by using Oracle WebCenter Sites and Oracle Real-Time Decisions together.

*****

Get a taste for how Oracle WebCenter Sites and Oracle Real-Time Decisions combine to deliver powerful capabilities for predictive segmentation and targeting by watching this on demand webcast introducing Oracle WebCenter Sites 11g or by reading IDC’s take on the latest release of Oracle’s web experience management solution.  Be sure to return to the Oracle WebCenter blog on Thursday for a closer look at how to optimize the online customer experience using these two products together.

Monday Dec 17, 2012

Why It Is So Important to Know Your Customer

Over the years, I endured enough delayed flights, air turbulence and misadventures in airport security clearance to watch my expectations for the air travel experience fall to abysmally low levels. The extent of my loyalty to any one carrier had more to do with the proximity of the airport parking garage to their particular gate than to any effort on the airline’s part to actually earn and retain my business. That all changed one day when I found myself at the airport hoping to catch a return flight home a few hours earlier than expected, using an airline I had flown with for the first time just that week.  

When you travel regularly for business, being able to catch a return flight home that’s even an hour or two earlier than originally scheduled is a big deal. It can mean the difference between having a normal evening with your family and having to sneak in like a cat burglar after everyone is fast asleep. And so I found myself on this particular day hoping to catch an earlier flight home. I approached the gate agent and was told that I could go on standby for their next flight out. Then I asked how much it was going to cost to change the flight, knowing full well that I wouldn’t get reimbursed by my company for any change fees.

“Oh, there’s no charge to fly on standby,” the gate agent told me.

I made a funny look. I couldn’t believe what I was hearing. This airline was going to let my fly on standby, at no additional charge, even though I was a new customer with no status or points. It had been years since I’d seen an airline pass up a short term revenue generating opportunity in favor of a long term loyalty generating one.  At that moment, this particular airline gained my loyal business.


Since then, this airline has had the opportunity to learn a lot about me. They know where I live, where I fly from, where I usually fly to, and where I like to sit on the plane. In general, I’ve found their customer service to be quite good whether at the airport, via call center and even through social channels. They email me occasionally, and when they do, they demonstrate that they know me by promoting deals for flights from where I live to places that I’d be interested in visiting. And that’s part of why I’m always so puzzled when I visit their website.

Does this company with the great service, customer friendly policies, and clean planes demonstrate that they know me at all when I visit their website? The answer is no. Even when I log in using my loyalty program credentials, it’s pretty obvious that they’re presenting the same old home page and same old offers to every single one of their site visitors. I mean, those promotional offers that they’re featuring so prominently  -- they’re for flights that originate thousands of miles from where I live! There’s no way I’d ever book one of those flights and I’m sure I’m not the only one of their customers to feel that way.

My reason for recounting this story is not to pick on the one customer experience flaw I've noticed with this particular airline, in fact, they do so many things right that I’ll continue to fly with them. But I did want to illustrate just how glaringly obvious it is to customers today when a touch point they have with a brand is impersonal, unconnected and out of sync. As someone who’s spent a number of years in the web experience management and online marketing space, it particularly peeves me when that out of sync touch point is a brand’s website, perhaps because I know how important it is to make a customer’s online experience relevant and how many powerful tools are available for making a relevant experience a reality.



The fact is, delivering a one-size-fits-all online customer experience is no longer acceptable or particularly effective in today’s world. Today’s savvy customers expect you to know who they are and to understand their preferences, behavior and relationship with your brand. Not only do they expect you to know about them, but they also expect you to demonstrate this knowledge across all of their touch points with your brand in a consistent and compelling fashion, whether it be on your traditional website, your mobile web presence or through various social channels.

Delivering the kind of personalized online experiences that customers want can have tremendous business benefits. This is not just about generating feelings of goodwill and higher customer satisfaction ratings either. More relevant and personalized online experiences boost the effectiveness of online marketing initiatives and the statistics prove this out. Personalized web experiences can help increase online conversion rates by 70% -- that’s a huge number.1  And more than three quarters of consumers indicate that they’ve made additional online purchases based on personalized product recommendations.2

Now if only this airline would get on board with delivering a more personalized online customer experience. I’d certainly be happier and more likely to spring for one of their promotional offers. And by targeting relevant offers on their home page to appropriate segments of their site visitors, I bet they’d be happier and generating additional revenue too.

 *****

If you're interested in hearing more perspectives on the benefits of demonstrating that you know your customers by delivering a more personalized experience, check out this white paper on creating a successful and meaningful customer experience on the web.  Also catch the video below on the business value of CX in attracting new customers featuring Oracle's VP of Customer Experience Strategy, Brian Curran.

1 Search Engine Watch 2 Marketing Charts

Tuesday Nov 27, 2012

Will Your Brand Survive the Age of Digital Darwinism?

Will your brand survive?

It’s the end of business as usual.  Trends such as the mobile web, social media, gamification and real-time are forcing businesses to rethink the way they operate.  At the same time, people are embracing a new digital culture across ever expanding networks.  Together, these trends have given rise to a new breed of connected consumer, one that is ready to shake the very foundation of business today.  This is the age of Digital Darwinism – where society and technology evolve faster than your ability to adapt.  How well poised is your brand to survive and thrive in this new environment?

Attend this webcast to hear Altimeter Group digital analyst and futurist, Brian Solis, discuss the rise of connected consumerism and learn how brands can survive Digital Darwinism by better understanding customer expectations, disruptive technology, and the new opportunities that arise from them. You will learn:

  • How brands are being redefined in the digital consumer landscape and what they can do to create and steer these experiences
  • Why consumer influence is growing and how businesses can use this to their advantage
  • How to connect with a rising audience through new touchpoints between consumers, brands, and influencers
  • Why you need to create a culture of change to earn trust, influence and significance among today’s connected customers

Register now.

Wednesday Nov 07, 2012

What Do Your Customers Want in an Online Experience?

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:

  • See a demonstration of how easy it is for marketers and other non–technical business users to create and manage online experiences like the one above with Oracle WebCenter Sites
  • Hear Ancestry.com describe how they use Oracle WebCenter Sites to deliver an online experience that converts site visitors into customers and keeps them coming back to learn more about their family histories
  • Hear what analysts are saying about the exciting new and enhanced web experience management capabilities in Oracle WebCenter Sites 11g

Monday Nov 05, 2012

You Can Deliver an Engaging Online Experience Across All Phases of the Customer Journey


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:

  • Works with Oracle ATG Commerce and Oracle Endeca to deliver consistent and engaging browsing, shopping and search experiences across all of your customer facing websites
  • Enables you to optimize the performance of your online initiatives through integration with Oracle Real-Time Decisions for automated targeting and segmentation
  • Connects with Siebel CRM to maintain a single view of the customer and integrate campaigns across channels


Register now for the Webcast.

Thursday Oct 04, 2012

Oracle Customer Experience Summit @ OpenWorld

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.

Oracle Square


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.

Friday Sep 07, 2012

Can’t Miss Webinar: The Nine Cs of Customer Engagement

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:

  • How to overcome social media fatigue and make the most of the medium
  • Why engagement is the most critical factor in the age of overexposure
  • The nine pillars of successful customer engagement
This event is part of our Social Business Thought Leaders Webcast Series featuring industry experts with leading perspectives about how social tools, technology, and the changing workplace are affecting businesses today. You can register for upcoming webcasts or view past webcasts on demand here.

Wednesday Aug 29, 2012

Customer Experience Online Forum

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.

Register Now


The ROI of Customer ExperienceThe ROI of Customer Experience: A Tempkin Group Insight Report

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.



Friday Jul 27, 2012

Customer Experience Online Forum: Join the Revolution



Customer Experience Online Forum:
Join the Revolution

July 31, 2012
8:00 AM to 1:00 PM PT

It’s a new era in customer relationships where customers are in charge. Customer experience is now the primary differentiator and driver of business value. In fact, according to the December 2011 Customer Experience Impact (CEI) Report, a full 89 percent of consumers will switch brands for a better customer experience.

Watch the Customer Experience Online Forum to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, and other thought leaders to learn about the ROI of customer experience, what strategies leading brands use to win over customers, and how Oracle solutions can help you succeed in the Experience Revolution.

You will learn:

  • Why customer experience matters more than ever
  • What is the business value of a great customer experience
  • How Oracle Customer Experience can help organizations create their own great customer experiences across all channels, touch points, and devices.

Event Agenda:

  • The Customer Experience Revolution
  • The ROI of Customer Experience
  • Customer Experience in Action: Featuring Nikon and Marriott International
  • Integrating Marketing and Loyalty to Deliver Great Customer Experiences
  • Commerce: Delivering Great Experiences Across All Customer Touchpoints
  • Customer Experience for Customer Service: Delivering on Your Brand Promise
  • Harnessing Social Interactions to Drive Customer Experiences
  • Where to Start Your Organization's Revolution

Register now for the half-day live event.


Friday Jul 13, 2012

Oracle Customer Experience Summit @ OpenWorld

The Customer Experience Revolution is here. Are you ready?

Organizations operate in a new era of the “empowered consumer” where customers are more in charge of their relationships with brands than ever before. In this new era, customer experience has become the most important and defensible differentiator and driver of business value.

To help you succeed in this new era, Oracle is launching a new conference within a conference: Oracle Customer Experience Summit @ OpenWorld. This event is being held October 3 to 5, 2012 at the Westin St. Francis in San Francisco.

This unique summit will bring together leading brands and experts to share their insights, success stories and lessons learned to help you and your organization succeed in the Experience Revolution. You will learn about Oracle’s vision, strategy and complete solutions for customer experience and have access to interactive workshops and extensive networking opportunities.

The Oracle Customer Experience Summit @ OpenWorld offers more than 40 sessions for you to choose from and combines general sessions, roundtables, working group sessions, and networking opportunities designed to help attendees get maximum value from their participation.

Expert-led sessions cover topics such as:

•    Identifying trends and innovations for succeeding with a customer experience–driven business strategy
•    Delivering great experiences throughout the customer lifecycle
•    Delivering real value through acquisition, retention, and efficiency
•    Demonstrating ROI for customer experience investments
•    Increasing revenue and referrals and reducing churn through better customer experience

Whether you are looking for ideas on how to identify the most pressing problems to solve, how to align your organization around your experience initiatives, or how to take your customer experience initiative to the next level, this summit is a must for business and IT executives charged with succeeding in the Experience Revolution. Learn more.

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.

Search

Archives
« July 2014
SunMonTueWedThuFriSat
  
1
3
4
5
6
7
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
  
       
Today