Monday Jun 25, 2012

You Say You Want a (Customer Experience) Revolution

rev-o-lu-tion [rev-uh-loo-shuhn]

noun

1. a sudden, radical or complete change

2. fundamental change in the way of thinking about or visualizing something; a change of paradigm

3. a changeover in use or preference especially in technology <the computer revolution>

Lately, I've been hearing an awful lot about the customer experience revolution.  Tonight Oracle will be hosting The Experience Revolution, an evening of exploration and networking with customer experience executives in New York City where Oracle President Mark Hurd will introduce Oracle Customer Experience, a cross-stack suite of customer experience products that includes Oracle WebCenter and a number of other Oracle technologies. Then, on Tuesday and Wednesday, the Forrester Customer Experience Forum East also kicks off in New York City where they'll examine how businesses can "reap the full business benefits of the customer experience revolution."


So, are we in the midst of a customer experience revolution? As a consumer, I can answer that question with a definitive “yes.” When I bought my very first car, I had a lot of questions. How do I know if I’m paying a fair price? How do I know if this dealer is honest? Why do I have to sit through these good cop, bad cop shenanigans between sales and sales management at the dealership? In the end the whole experience left me feeling deeply unsatisfied. I didn’t feel that I held all that much power over the experience and the only real negotiating trick I had was to walk out, which I did, many times before actually making a purchase.

Fast forward to a year ago and I found myself back in the market for a new car. The very first car that I bought had finally kicked the bucket after many years, many repair bills, and much wear and tear. Man, I had loved that car. It was time to move on, but I had a knot in my stomach when I reflected back on my last car purchase experience and dreaded the thought of going through that again. Could that have been the reason why I drove my old car for so long? But as I started the process of researching new cars, I started to feel really confident. I had a wealth of online information that helped me in my search. I went to Edmunds and plugged in some information on my preferences and left with a short list of vehicles. After an afternoon spent test driving the cars my short list, I had determined my favorite – it was a model I didn’t even know about until my research on Edmunds! But I didn’t want to go back to the dealership where I test drove it. They were clearly old school and wanted me to buy the way that they wanted to sell. No thanks!

After that I went back online. I figured out exactly what people had paid for this car in my area. I found out what kind of discount others were able to negotiate from an online community forum dedicated to the make and model. I found out how the sales people were being incentivized by the manufacturer that month. I learned which dealers had the best ratings and reviews. This was actually getting exciting. I was feeling really empowered. My next step was to request online quotes from the some of the highest rated dealers but I already knew exactly how much I was going to pay. This was really a test for the dealers. My new mantra was “let he who delivers the best customer experience win.”

An inside sales rep from one dealer responded to my quote request within a couple of hours. I told him I had already decided on the make and model and it was just a matter of figuring out who I would buy it from. I also told him that I was really busy and wouldn’t set foot in the dealership unless we had come to terms beforehand. Lastly, I let him know that I’d prefer to work out the details via email. He promised to get back to me shortly with a detailed quote.

Over the next few days I received calls from other dealers. One asked me a host of questions that I had already answered in their lengthy online form. Another blamed their website performance issues for their delay in responding to my request. But by then it didn’t really matter because I’d already bought the car days before from the dealer who responded to me first and who was willing to adjust their sales process to accommodate my buying one.

So, yes, I really do believe we are in the midst of a customer experience revolution. And every revolution leaves some victorious and others vanquished. Which side do you want to be on when it comes to the customer experience revolution?

Friday Jun 22, 2012

Oracle @ E20 Conference Boston - Building Social Business

Oracle WebCenter is The Engagement Platform Powering Exceptional Experiences
for Employees, Partners and Customers

The way we work is changing rapidly, offering an enormous competitive advantage to those who embrace the new tools that enable contextual, agile and simplified information exchange and collaboration to distributed workforces and  networks of partners and customers. As many of you are aware, Enterprise 2.0 is the term for the technologies and business practices that liberate the workforce from the constraints of legacy communication and productivity tools like email. It provides business managers with access to the right information at the right time through a web of inter-connected applications, services and devices. Enterprise 2.0 makes accessible the collective intelligence of many, translating to a huge  competitive advantage in the form of increased innovation, productivity and agility.

The Enterprise 2.0 Conference takes a strategic perspective, emphasizing the bigger picture implications of the technology and the exploration of what is at stake for organizations trying to change not only tools, but also culture and process. Beyond discussion of the "why", there will also be in-depth opportunities for learning the "how" that will help you bring Enterprise 2.0 to your business. You won't want to miss this opportunity to learn and hear from leading experts in the fields of technology for business, collaboration, culture change and collective intelligence.

Oracle was a proud Gold sponsor of the Enterprise 2.0 Conference, taking place this past week in Boston.

For those of you that weren't able to make it - we've made the Oracle Social Network Presentation session available here and have posted the slides below.


The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.











Thursday Jun 07, 2012

Creating Engaging Online Experiences is Easy and Intuitive for Marketers with Oracle WebCenter Sites 11g

Last month, we announced the availability of Oracle WebCenter Sites 11g, the latest release of our web experience management solution. This new release is really geared toward enabling marketers and business users to drive customer acquisition and brand loyalty by simplifying the whole process of creating, managing and optimizing engaging online experiences.  To show you just how this works, we’ve created the video below which takes you through the tasks a typical marketer might execute using Oracle WebCenter Sites to manage their online presence -- everything from page editing to page creation, right on through to optimizing the mobile experience and moderating user-generated comments and reviews is covered here.

I hope this video has give you a flavor for just how easy and intuitive it is for marketers and other business users to manage engaging and interactive online experiences using Oracle WebCenter Sites.  To see more about the new release, please check out the recording of our launch webcast.


On Demand Webcast - Introducing Oracle WebCenter Sites: Transforming the Online Experience

Enabling marketers and business users is a key requirement for creating and managing contextually relevant, social, and interactive online experiences. Oracle WebCenter Sites transforms the online experience into one that is simple and intuitive to manage as a content contributor, encourages interaction between site visitors and their social networks, and provides marketers with automated targeting options for optimizing online engagement. View this webcast now to learn more.

Friday May 18, 2012

Do More with Oracle WebCenter to Create Engaging Online Experiences

Today’s guest post comes from a member of our WebCenter Evangelist team, Noël Jaffré, a Principal Technologist based in France.

Today’s public websites are no longer purely content driven informational sites and today’s extranets are no longer strictly transactional in nature.  In many cases, your online engagement strategy may require a combination of both informational marketing content as well as online services, to engage your customers and to enable them to do business with you effectively.

For example, financial institutions require marketing content, say on different investment options, that is designed to help convert prospects into customers, as well as robust and secure capabilities that allow customers to conduct their financial transactions.  In this case, a combination of capabilities including web experience management and portal are required to make this type of online initiative successful with the ultimate goal of creating an experience that is seamless and consistent from the customer’s perspective.


Deliver Seamless Marketing Sites and Self-Service Extranets with Oracle WebCenter

Deliver Seamless Marketing Sites and Self-Service Extranets with Oracle WebCenter

So whether you take content created and managed in your web experience management solution and embed it in a transactional application using portal or native APIs, or whether transactional applications are embedded in the web experience, Oracle WebCenter provides a complete platform to design and build the best online experiences across public marketing sites, self-service extranets and intranets.

With WebCenter you can:

  • Drive sales and loyalty with engaging cross-channel online experiences
  • Enable self-service extranets, intranets and custom application dashboards
  • Enhance productivity with social collaboration
  • Optimize information access with content management

Want to learn more about how to do more with Oracle WebCenter, view our recent webcast.


Watch NowDo More with Oracle WebCenter: Expand Beyond Web Experience Management

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. View this on demand webcast and learn how to meet your engagement goals by doing more with Oracle WebCenter.

    View webcast now.

    Wednesday May 16, 2012

    What's New in Oracle WebCenter Sites 11g: Social Computing Integration and User-generated Content

    It’s no secret that the online experience has been completely transformed by social computing.  Increasingly, individuals are looking to interact with brands socially and to share their experiences with their extended social networks.  For online marketers, this creates a host of challenges. Businesses need to incorporate social computing capabilities into their online presence in order to create an interactive experience that helps build community engagement. At the same time, businesses must take care to assert a level of control that safeguards brand integrity. With the latest release of Oracle WebCenter Sites, online marketers have an even more comprehensive set of social computing capabilities that enable them to offer engaging and interactive online experiences.  Let’s take a closer look at some of the new social computing features in 11g:

    Facilitate Social Login and Social Sharing
    Oracle WebCenter Sites removes barriers to site visitor registration and facilitates social interaction through out-of-the box integration with Facebook and Twitter for social login.  This enables site visitors to be authenticated on an organization’s Website based on their familiar social network credentials, making the experience easier for those who may not wish to create and maintain a separate traditional account.  Social login also encourages site visitors to contribute comments, reviews or other user-generated content using their existing social network identities.

    Social Login

    The Oracle WebCenter Sites Social Networking Integration Offers Social Login and Social Sharing Capabilities


    Organizations can also extend the reach of their brands and promote site visitor engagement via social sharing of website content with Facebook and Twitter.  This out-of-the-box capability makes it easy for site visitors to share and comment on information they like with their extended social networks. With social login and social sharing, site visitors’ onsite experience is seamlessly integrated with the rest of their online interactions and networks, driving relevance, engagement, and ultimately customer loyalty. Social login and social sharing can be further expanded to over twenty social networking sites.

    Encourage Social Participation with User-generated Content (UGC) Widgets

    Social computing features such as comments, ratings, reviews, polls and corporate blogs have become essential capabilities for driving customer engagement and sales. With Oracle WebCenter Sites, enterprises can easily implement social features throughout their existing web presence and manage them as a seamless part of their web platform. Business users can quickly insert UGC features into the context of their web pages making sure the look and feel matches that of the website as a whole. These social capabilities cultivate loyal and satisfied customers.  To enhance Oracle WebCenter Sites’ already robust UGC capabilities, the following new UGC widgets are now available:

    Polls: A new and simple to use poll widget is now available with attractive charting options. Site authors can easily deploy polls using an intuitive and easy interface that allows them to precisely controls the display of the poll widget, results views, themes and poll status.

    Ratings Widgets: Oracle WebCenter Sites now offers dynamic new rating widgets like Thumbs Up/Down, Like It button and Recommend (Email a Friend). Ratings results can then be used to help drive dynamic content on the web presence.

    UGC Widgets

    Some of the User-generated Content Widgets Available with Oracle WebCenter Sites

    Pluggable Login Bar: A new, individually deployable login bar helps improve the look and feel of the site and can be placed on any part of the website. User login is recognized across all UGC widgets deployed on the website.

    Enhancements to Existing UGC Widgets: The new release also includes a number of enhancements to existing UGC widgets for comments and reviews. Website visitors can now preview their comments or reviews before posting, get a permalink to their contribution or rate the helpfulness of the comment or review posted by other users.

    More Power for UGC Moderation: Moderators also have new options to further streamline the management of user generated content in Oracle WebCenter Sites:

    •    Categorize comments/reviews under custom buckets
    •    Set limits on the number comments/reviews posted on a page
    •    Set limits on the number of days a webpage accepts comments/reviews
    •    Blacklist/whitelist website visitors with a single click

    The WebCenter Sites 11g release is an exciting one that provides organizations with the tools they need to create engaging and interactive online experiences.  To learn more about the features in this new release download the data sheet, Oracle WebCenter Sites: Build Community Engagement Through Social Computing, or view the launch webcast on demand below.


    On Demand Webcast - Introducing Oracle WebCenter Sites: Transforming the Online Experience
    View Now

    Enabling marketers and business users is a key requirement for creating and managing contextually relevant, social, and interactive online experiences. Oracle WebCenter Sites transforms the online experience into one that is simple and intuitive to manage as a content contributor, encourages interaction between site visitors and their social networks, and provides marketers with automated targeting options for optimizing online engagement. View this webcast now to learn more.

    Monday May 14, 2012

    Webcast - Do More with Oracle WebCenter: Expand Beyond Web Experience Management

    Oracle Corporation

    Engage Customers and Empower Your Business with Oracle

    Are you providing your customers with engaging online experiences using Oracle WebCenter? 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. This proven, powerful Oracle solution can help:

    • Drive sales and loyalty with engaging, cross-channel online experiences
    • Enable self-service extranets, intranets, and custom application dashboards
    • Enhance productivity with social collaboration
    • Optimize information access with content management
    Register now for this Webcast.

    Oracle Fusion Middleware Webcenter

    REGISTER NOW

    Thursday, May 17, 2012
    10 a.m. PT / 1 p.m. ET

    Presented by:

    Stephen Schleifer
    Senior Principal Product Manager, Oracle WebCenter Sites, Oracle
    Christie Flanagan
    Product Marketing Director, Oracle WebCenter Sites, Oracle

    Monday Jun 06, 2011

    Enterprise 2.0 Conference: June 20-23

    Oracle is a proud to be a Gold sponsor of the Enterprise 2.0 Conference taking place June 20-23 in Boston, MA. You won't want to miss this opportunity to see the latest collaboration tools and technologies and learn from Enterprise 2.0 thought leaders.

    Come and learn about Oracle at the Market Leaders Theater Session: "Today's Successful Enterprises are Social Enterprises"
    Featuring: Howard Beader, Sr. Director of Product Marketing, Enterprise 2.0, Oracle
    Wednesday, June 22, 2011
    1:00 p.m. – 1:20 p.m.

    We'll also be participating in a panel: "The Vendor Landscape for HR Technology Panel"
    Featuring: Mark Bennett, Director, HCM Product Management, Oracle
    Wednesday, June 22, 2011
    2:30 p.m. – 3:30 p.m.

    Be sure to stop by and visit Oracle booth #213, to see live demonstrations of Oracle WebCenter Suite and enter for your chance to win an iPad 2! Register today!

    Thursday Apr 08, 2010

    Collaborate 2010: Spotlight on Oracle Content Management

    Excitement is building for the Collaborate conference April 18th through the 22nd. Outside of the event being in Las Vegas, which for me often seems to add to the excitement, there will be a great lineup of Oracle Content Management focused sessions. In fact, there are currently over 30 content management sessions scheduled, and attendees will get to hear from customers, partners, as well as Oracle experts.

    Attendees should expect to hear a lot about Oracle Content Management 11g at Collaborate 2010. Roel Stalman and Andy MacMillan will kick off these discussions on Monday, April 19th as they present Oracle Content Management's product strategy and roadmap (10:45 - 11:45). Monday's lineup also includes sessions on Oracle Imaging and Process Management (I/PM) 11g and Oracle Forms Recognition (2:30 - 3:30), which were both released in January. For those customers using older versions of I/PM or Stellent IBPM, be sure not to miss the "migrating to I/PM 11g" session on Monday as well (1:15 - 2:15) as this should give you some insight into the migration process.

    Check out the entire list of Oracle Content Management sessions here.

    Another focus at Collaborate this year is to discuss the benefits of using Oracle Content Management with Oracle Applications - Oracle E-Business Suite, PeopleSoft, and Siebel - so be sure to check out these sessions too:

    • Accelerating Accounts Payable Processes with Integrated Document Imaging
      (Monday, April 19th, 3:45 - 4:45)

    • Supercharge Your Siebel Sales and Marketing with Integrated Document Management
      (Tuesday, April 20th, 2:00 - 3:00)

    • Oracle Enterprise 2.0 for Oracle Applications: The Value of an Integrated E2.0 Platform
      (Tuesday, April 20th, 3:15 - 4:15)

    • Comprehensive Human Resources Automation with Oracle Content Management
      (Wednesday, April 21st, 1:00 - 2:00)

    Collaborate is also the perfect opportunity to meet Oracle executives and product experts. Attendees can sign up for 1 on 1 meetings at the event, and there will be someone representing each Oracle Content Management product. These meetings are probably the best way to get your product questions answered in a face-to-face manner.

    It seems more and more to me that Oracle Content Management customers are viewing Collaborate as "the" conference to attend each year. I hope you have plans to attend and I will see you there.

    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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