Tuesday Aug 13, 2013

Four Drivers of Digital Customer Engagement

The web is a primary channel for conducting our businesses and even managing our own lives. More information is available to people online than ever before, and in an increasing variety of digital formats. The web has also evolved to include important new channels like mobile and social, and interactive and on-the-go online experiences are now part of our everyday lives.

These factors have come together to create customers who have more choices than ever before, more influence than ever before, and greater control over their relationships with brands than ever before. And while this so called customer experience revolution has been great for consumers, this new environment poses many challenges for businesses when it comes to engaging and connecting with their customers. To be successful in this dynamic market, it’s essential for businesses to focus on delivering engaging customer experiences that drive sales and long term loyalty.

So, what are the characteristics of a truly engaging digital customer experience?

An engaging digital experience is one that is contextually relevant. Delivering a one-size-fits-all digital customer experience is no longer acceptable or particularly effective. Instead, your customers expect you to know who they are and to understand their preferences, behavior and past relationship with your brand. And they expect you to demonstrate this by delivering an online experience that is relevant and personalized to their needs.

Social networks like Facebook and LinkedIn have also changed customers’ expectations in favor of more interactive online experiences. Visitors to your site expect to participate and contribute on your web presence and to also share aspects of that experience with their social networks. Whether through user-generated content like comments, reviews or ratings, the engaging digital customer experience now requires plenty of opportunities for social interaction.

The ubiquity of mobile devices means that an engaging digital customer experience is also an increasingly mobile experience. This requires mobile enablement of the web presence, ideally reusing existing web content and sites, reformatted and optimized for delivery to thousands of different mobile phones and tablets for anytime, anywhere engagement.  

And finally, the engaging digital customer experience is a connected and consistent experience.  Over the course of their relationship with your brand, your customers may go online to browse, search, make purchases, or service their accounts and a number of different technologies may be involved in supporting these different types of interaction. Your goal should be to create a connected, seamless and consistent customer journey, by integrating the different technologies involved in delivering the customer experience.


Monday Feb 11, 2013

Oracle Forums: Learn How to Transform Your Online Customer Experience

Your customers expect a brand experience that is engaging, consistent, and connected across Web, mobile, and social channels. To deliver on these expectations, you must transform your online customer experience into one that is personalized and relevant, social and interactive, and optimized for multichannel delivery.

Attend one of Oracle's Forums to learn how Oracle’s Web experience management solution can help you develop a connected and engaging online customer experience that drives sales and loyalty. You’ll learn:

  • Why the online channel is an ideal place to begin connecting customer touch points
  • How personalization and targeting improve the effectiveness of online customer experience initiatives
  • How to get social by creating an interactive online customer experience that builds community engagement
  • How to optimize the online customer experience for anytime, anywhere engagement

Upcoming Forums

Oracle Forum Philadelphia - Sponsored by Deloitte and Avio Consulting

Wednesday, February 20, 2013
9:00 a.m. – 2:00 p.m.
Sullivan's Steakhouse, 700 West Dekalb Pike, King of Prussia, PA 19406, USA
Click Here to Register

Oracle Forum Bangkok

Wednesday, February 27, 2013
8:00 a.m. – 12:00 p.m.
Crowne Plaza Hotel, 952 Rama IV Rd., Bangkok, Thailand
Click Here to Register

Oracle Forum New York City - Sponsored by Deloitte

Tuesday, March 5th, 2013
10:00 AM – 2:00 PM
The Muse Hotel, 130 West 46th Street, New York, NY, 10036, USA
Click Here to Register

Oracle Forum Stockholm - Sponsored by LBi

Thursday, March 14th, 2013
8:30 AM – 11:00 AM
Friends Arena, Råsta Strandväg 1, Stockholm, Solna, Sweden
Click Here to Register

Tuesday Apr 10, 2012

Attention NYC Area Marketers: Don't Miss This Executive Breakfast on Brand Building in the Digital Era




Presenting and Managing Digital Content – A New Approach
Reach Your Audiences Where They Are with
Multi-Channel Marketing

Attention marketers in the greater New York City area! Oracle Platinum Partner, Bluenog, invites you to an executive breakfast seminar on brand building in the digital era.

In an age where consumers are spending increasing amounts of their time online, interacting, communicating and being influenced by other brands, you too must go online with a coordinated plan. And, given the hundreds, if not thousands, of places that might be relevant, having the right content and the right tools are critical.

This two-part presentation will focus on the growing need for content and connection in building and maintaining your brand, as well as the role of technology in helping you maintain brand consistency, reach and interaction while simplifying delivery to web, tablet, mobile, and social audiences.


Register Today

Location

Oracle Offices
520 Madison Ave, 30th Floor
New York, NY  10022


Day/Time

Thursday, May 3, 2012
9:30 AM to 11:30 AM









About the Speakers
Agenda:

Michelle Pujadas, is an award-winning marketer and communicator, who has worked with more than 125 companies to help them package, launch and expand their brand presence, online and off. Michelle is the Founder and co-CEO of Zer0 to 5ive, a strategic marketing and communications firm that focuses on B2B and B2C technology companies, with offices in NY, Philadelphia and Chicago.

Peter Conrad, the E 2.0 Practice Director for Bluenog, focuses on translating exciting visions for user experiences into well executed technical implementations leveraging advanced WebCenter technology from Oracle. Bluenog provides the systems and professional services today's forward-looking marketing organizations need to convert content, business capabilities, and communications into productive interactions with customers and prospects.



09:30am Arrival, Registration & Breakfast



10:00am Brand Building through Content and Connection, presented by Michelle Pujadas, Founder and co-CEO of Zer0 to 5ive



10:30am Leveraging Technology for Brand Reach, Consistency and Interaction, presented by Peter Conrad, E2.0 Practice Director at Bluenog



11:15am Q&A


11:30am Adjourn


Register Today



















Monday Apr 11, 2011

Culture Change at St. John's River Water Management District

I happened to see Peggy White, CIO of the St. John's River Water Management District present on their ECM project here at the Collborate Conference in Orlando this week. Peggy and her team did some very smart things. First she engaged Oracle with an Insight. The Oracle Insight process helped her chart a roadmap that has served the team well. Coming out of the Insight her team started off with a phased approach. Phase one was to take the low hanging fruit - electronic routing of invoices, publishing handbooks and rules, and handling travel reimbursements. With these successes under her belt, the team was then able to take on other projects. They have now taken on Site Studio, and created a board members website, where they can share documents and lookup information. And with a digital signatures integration with Arx Cosign, they are able to offer digital signatures on documents.

Toward the end of her presentation, Peggy brought up a slide on Culture Change - How ECM brought about culture change at St. John's River Water Management District.

First, she had to get the buy-in of the team that moving to an electronic process would be worth the effort. About a third of the team was game to try it, so they got new dual monitors so they could view images in Oracle Content Managment, and records in their financial system, at the same time. As they became successful, and were able to process invoices faster and with fewer errors, the rest of the team became curious and wanted to give it a try. (And I should mention that they are using Fujitsu scanners to digitize their paper documents to get them into these electronic processes).

Introducing digital signatures also required a culture change. The view of the employees was "if it's not on paper, it's not real." It took time to affect a cultural shift that enabled people to accept digital signatures.Peggy's team has also enabled Mobile/iPad access to ECM, which was another round of culture change.

Peggy will join me and Robert Esquivel in our session at Collaborate 11, Transform Your Company Culture By Taking Your Processes Paperless. This session takes place in room 308C at 4 PM EDT on Wednesday April 13.

We have two tracks of ECM sessions and a ton of WebCenter sessions going on at Collaborate. If you are an Oracle applications user attending Collaborate as part of the OAUG or Quest, make sure to take a look at the schedule of sessions - especially Tuesday's events on application integration and transactional content. And be sure to stop by and say hi.

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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