Tuesday Apr 03, 2012

COLLABORATE 12: Oracle WebCenter Featured at Largest Oracle User Conference

With more than 70 out of about 800 individual sessions, Oracle WebCenter will be a major focus of COLLABORATE 12, this year's Independent Oracle User Group (IOUG) conference, taking place April 22–26 in Las Vegas, Nevada.

"COLLABORATE 12 provides a unique chance to share experiences with Oracle customers, product managers, and partners, so you can deepen your knowledge about Oracle WebCenter upgrades, user provisioning, workflow, integration, and much more," says Roel Stalman, vice president of product management for Oracle WebCenter. "In fact, COLLABORATE can form a key part of your training plans for 2012."

Full-Day Oracle WebCenter Deep Dive
On Sunday, April 22, from 9 a.m. to 3 p.m., registered conference attendees can attend a special deep dive into Oracle WebCenter.

During the program, experts from Oracle product management and development teams will delve into all four pillars of Oracle WebCenter—and explore how all four are integrated together. Attendees can also expect

  • A preview of Oracle WebCenter 12c
  • Detailed product demos
  • Prize giveaways throughout the day

Going Mobile
Oracle WebCenter and mobile technology will be a major theme at this year's conference, with a number of sessions devoted to maximizing the availability of content while also ensuring security. Sessions include

  • Are You Making These Mistakes in Your Oracle Site Studio Implementations?
    • Monday, April 23 at 11 a.m.
  • Case Study: How Medtronic Brought Oracle WebCenter Content to the iPad
    • Tuesday, April 24 at 10:45 a.m.
  • Exposing Oracle WebCenter Data on Mobile and Desktop Devices Through the REST API
    • Tuesday, April 24 at 10:45 a.m.
  • Mobile First: Delivering a Compelling Mobile Experience with Oracle WebCenter
    • Tuesday, April 24 at 4:30 p.m.
  • Optimizing Your Oracle WebCenter Portal Solution for Mobile Devices
    • Wednesday, April 25 at 8:15 a.m.
  • Build an iPhone App Using Oracle WebCenter Portal REST APIs
    • Wednesday, April 25 at 9:30 a.m.

Other Don't-Miss Sessions
Conference organizers have indicated that the following sessions in particular should be of wide interest to attendees.

  • Oracle WebCenter: Vision, Strategy, and Overview
    Monday, April 23 at 9:45 a.m.
    This session explores Oracle's integrated approach to portals and composite applications, Web experience management, enterprise content management, and enterprise social collaboration. It also provides insight into Oracle's strategic direction for Oracle WebCenter.
  • Oracle Webcenter Content, Oracle WebCenter Spaces, Oracle WebCenter Sites: Which Is Right for Me?
    Monday, April 23 at 1:15 p.m.
    This session helps attendees determine the best Oracle WebCenter solution to meet their needs for an intranet, corporate Website, or partner portal.

Learn more and register to attend COLLABORATE 12.

Friday Mar 30, 2012

Transform Your Portal Experience and Optimize Online Engagement

Drive Online Engagement with Intuitive Portals & Websites

Does your portal environment foster collaboration between your business and your customers? Are you effectively managing your customer, employee, and partner relationships and engagement? Can your users access information through Web, mobile, and social channels? Online engagement solutions give organizations the ability to listen and respond to their customers, provide targeted experiences, and encourage interaction among customers and employees.

Join us for a webcast on Thursday, April 12, 2012 at 10 a.m. PT / 1 p.m. ET, where Sachin Agarwal, Senior Director of Product Management and Kellsey Ruppel, Senior Product Marketing Manager for Oracle WebCenter, will tell you how to transform your portal experience and optimize online engagement. With Oracle WebCenter, you can:

  • Deliver an optimized online experience for your users
  • Create contextually relevant, targeted online experiences
  • Provide intuitive and secure access to back-office applications
  • Manage and moderate interactive, multichannel social interactions

Register today and learn how to make your portals more interactive and engaging across multiple channels.

Thursday Mar 29, 2012

Taking AIIM at Social

Christian FinnToday we are pleased to have a guest post from Christian Finn (@cfinn).  Christian is Senior Director of Product Management for Oracle WebCenter and heads up the WebCenter evangelist team.

Last week I had the privilege of speaking at AIIM’s new conference in San Francisco.  AIIM, for those of you not familiar with it, is a global community of information professionals and got its start with ECM and imaging long ago. With 65,000+ members, AIIM has now set about broadening its scope to focus more on the intersection between systems of record (think traditional ECM) and systems of engagement (think social solutions).  So AIIM’s conference is a natural place to be for WebCenter types like me, who have a foot in both of those worlds.

AIIM used to have their name on a very large tradeshow, but have changed direction now to run a small, intimate conference.  The lineup of keynotes was terrific, including David Pogue of The New York Times, Clay Shirky, author of Here Comes Everybody, and Ted Schadler, author of Empowered among many thought-provoking and engaging speakers. (Note: Ted will soon be featured in our Social Business webcast series. Stay tuned.)

John Mancini and his team at AIIM did a fabulous job running the event and the engagement from the 450 attendees was sustained over the two and a half days.  Our proudest moment was having three finalists up for AIIM awards including: San Joaquin County, CA, for a justice case management system using WebCenter Content and Oracle BPM; Medtronic and Fishbowl Solutions for their innovative iPad solutions on WebCenter Content, and the government of Louisville, Kentucky/Jefferson County for their accounts payable solution using WebCenter Content’s Image & Process Management.  The highlight of the awards night was San Joaquin winning the small organization award against some tough competition.

In addition to the conversations sparked at the show, AIIM promoted the whitepapers their industry task forces have produced on the impact and opportunities created by systems of engagement and systems of record. The task forces were led by: Geoffrey Moore, the renowned high tech marketing guru and author of Crossing The Chasm; and Andrew McAfee, who coined the term and wrote the book, Enterprise 2.0. (Note: Andy will also be featured soon on the Social Business webcast series.)  These free papers make short, excellent reading and you can download them on the AIIM website: Moore highlights the changes to Enterprise IT that the social revolution will engender, and McAfee covers where and how organizations are finding value in using social techniques to foster innovation, to scale Q&A across the organization, and to connect sales and marketing for greater efficiency and effectiveness. Moore’s whitepaper is here and McAfee’s whitepapers are available here.

For the benefit of those who did not get a chance to attend the AIIM conference, I’ll be posting the topics of my AIIM presentation, “Three Principles for Fixing Your Broken Organization,” here on the WebCenter blog over the rest of this week and next in a series of posts.  

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.

Monday Mar 26, 2012

You're Invited to a TEAM Informatics Webinar

TEAM Infomatics

The following is a guest post by Wayne Boerger, Product Manager at TEAM Informatics, an Oracle partner.

TEAM Informatics is a key Oracle partner in the WebCenter space. For the last 13 years, we have been constantly focused on adding value to your Oracle WebCenter investment and most recently, customers have been asking how they can take advantage of the Web Experience Management capabilities in WebCenter Sites.  TEAM is happy to announce the WebCenter Sites Connector, which allows you to continue to use WebCenter Content as your strategic enterprise repository for unstructured content while also using that content within the WebCenter Sites delivery model.  Taking advantage of both best-of-breed tools will supercharge your web marketing and streamline your workflow for getting you there.

On Tuesday, March 27, TEAM is hosting a webinar to provide more details about why it’s a great time to move forward with WebCenter Sites and TEAM’s WebCenter Sites Connector.  Choose from one of two sessions to fit your schedule.  Hope to see you there!!

Session 1 – March 27, 10 AM CDT/8 AM PDT – Register HERE.
Session 2 – March 27, 5 PM CDT/ 3 PM PDT – Register HERE.

The Numbers of Customer Experience

This week, we’ll be continuing our conversations about Customer Experience (CX) on the Oracle WebCenter blog.  While we all know that customer experience is critically important for acquiring new customers and engendering long term brand loyalty, I thought we could kick this week off by taking a look at the numbers of customer experience.   I’m sure you’ll agree that nothing quite puts things into perspective like numbers and figures.


86%
A whopping 86% of consumers say that they are willing to pay more for a better customer experience.  But many companies are failing to step up to the challenge.  And when companies fail deliver on customer experience expectations, they leave money on the table.


89%
A huge percentage of customers, 89%, begin doing business with a competitor following a poor customer experience. Breaking up isn’t hard to do and today’s empowered customers have no qualms about taking their business elsewhere when their expectations for customer experience are not met.



26%
Over a quarter of consumers, 26%, posted a negative comment on a social networking site like Facebook or Twitter following a poor customer experience. Today, individual customer service failures have the ability to easily snowball.  An unsatisfied customer has the ability to easily share their rancor with their entire social network and chip away at your brand’s reputation.



79%
A large number of consumers, 79%,  who shared complaints about poor customer experience online had their complaints ignored.  Companies ignore customer complaints at their own peril.  And unsatisfied customers, when handled effectively, have the potential to become advocates for your brand.  Of the 21% of consumers who did get responses to complaints, more than half had positive reactions to the same company about which they were previously complaining.



50%
Half of consumers will give a brand only a week to respond to a question before they stop doing business with them.  The clock is ticking when customers have questions about your brand and a week is an eternity in the realm of customer experience.  

The source for these stats is the 2011 Customer Experience Impact (CEI) Report, which explores the relationship between consumers and brands.  The report is based on a survey commissioned by RightNow (acquired by Oracle in 2012) and conducted by Harris Interactive. If you’re interested in seeing more facts and figures about customer experience, download the full report.

Thursday Mar 22, 2012

Stuck with Documentum Still? Do MORE with Oracle WebCenter!

Do you need to lower costs? Raise Productivity? Foster Innovation? Improve Online Engagement? But you’re still stuck with Documentum? Step away from the ledge – there is hope – let us help you.

Top 4 Content Imperatives
• Lower Costs - Reduce labor, maintenance fees, storage and electrical consumption
• Raise Productivity - Automation and integration, communication, findability
• Foster Innovation - Enable collaboration, expertise location
• Improve Online Engagement – enable user-driven, dynamic marketing initiatives

With the coming technology wave we see four content imperatives. Every organization has had to reduce costs, cost cutting has become a way of life. Everyone is working three jobs as positions are eliminated. And so we have to reduce labor, reduce maintenance, and reduce money we are wasting on things like storing content that is redundant or no longer useful.

We also, to fill that gap, need to raise productivity. Knowledge workers represent the fastest growing segment of the workforce, accounting for 40%-75% of the employees at organizations in sectors like financial services, life sciences, healthcare and retail. What’s more, their wages total 18 percent of the United States GDP. And so we can’t afford information systems that don’t let our top performers be the best they can be. We look to automate the content processes, provide ways to integrate that content into our processes, provide communication to make decisions, and to make content more findable so people can make the right decision and move the process forward.

And really to get ourselves out of the current financial status, we can only cut costs so far. We have to innovate out of economic tough times – to find new products and new markets. And to enable the innovation process, we have to enable collaboration and expertise location. So much of innovation is about building on innovations that have come before. To solve problems, we have to be able to find what our organization has already created. We find that problems we need to solve have already been solved if we can find the right document, the right person. So we have to provide systems that enable us to stand on the shoulders of our organization’s accomplishments.

Good content drives great marketing. Online engagement is growing as an absolute necessity for modern growing marketing organizations that require the business users be enabled for dynamic marketing content creation, updates and targeted content creation and management. Unfortunately –if you are currently stuck with Documentum, you are really lacking in your Web Experience Management capabilities. Documentum previously used FatWire for web publishing. Now FatWire is part of Oracle. Oracle provides powerful web engagement capabilities:

• Increase sales and loyalty by optimizing online engagement
• Create, manage and moderate contextually relevant, targeted and interactive online experiences
• Optimize customer engagement across, web, mobile and social channels
• Manage large scale multichannel global online presence with integration to enterprise applications
• Enable business users to control their content and make their own updates
• Publish content from native files – enable navigation of project documents, procedures, policy information
• Enable content display and updates from existing web applications – one click to drag and drop content management functionality
• So you get the ability to self-publish information and make it navigable, to move the process of publishing from IT to business users, and the ability to address a whole new area of user engagement with web experience management.

So… if you are still stuck with Documentum and don’t know what to do – contact us – not only will Oracle help you step away from the ledge, but also with the MoveOff Documentum program, we are offering you a way – trade-in your Documentum licenses for a 100% credit on Oracle WebCenter.

How’s that for a nice bonus? It’s time to stop maintaining Documentum, and to start innovating with Oracle WebCenter.  Learn More Here!

To learn more about what Oracle WebCenter can offer you today – join us for a webcast – your eyes will be opened to all that’s possible. Watch the Webcast OnDemand:  Do More with WebCenter: Extend Beyond Content Management

MOVE OFF DOCUMENTUM!!!


Tuesday Mar 20, 2012

Oracle WebCenter Quiz

Quiz:

How many of the following business necessities
can you accomplish with Oracle WebCenter?

a) Employee On-boarding

b) Policies & Procedures

c) Regulatory Compliance

d) Sales Enablement Dashboards

e) Secure Deal Collaboration

f) Document & IP Management

g) Accounts Payable

h) Records Management

i) Claims Processing

j) Marketing and Brand Management

k) Call Center & HelpDesk

l) Contract Management

m) Collaborative Content Contribution and Sharing Environment

n) Enterprise Application, Desktop and Office integration

o) Share Content Across Intranet And Extranets

p) Combine Content In Composite Applications

q) Subject Matter Expert Location

r) Personalize Recommendations of Spaces, Documents, Wikis, Blogs, and Topics

s) Collaborative Community Websites

t) Marketing Driven Websites

u) Strategic Web Experience Management

v) Online Engagement Optimization

w) Create Targeted Online Experiences

x) Manage Interactive Social Experiences

y) Optimize Multi-Channel Customer Experiences

z) End-User Personalization & Syndication

aa) ALL OF THE ABOVE!!!  (HINT: CHOOSE THIS ONE!!)

bb) NONE OF THE ABOVE

Learn More - Watch the OnDemand Webcast:

Do More with Oracle WebCenter – Expand Beyond Content Management


Monday Mar 19, 2012

Do MORE with WebCenter


WebCenter Team Juggles Time!

We’ve been extremely busy here on the Oracle WebCenter team. We hope that you’ve all be keeping up with the interesting news each week. Last week was jammed full of GartnerPCC and Gartner360 buzz. If you missed any of the highlights – be sure to check out both Kellsey’s post from last week: Gartner PCC: A Shovel & Some Ah-Ha's and Christie’s overview of Loren Weinberg’s PCC presentation: "Here Today, Gone Tomorrow: Engage Your Customers or Lose Them"  .

This week, we’ll be focusing on “Doing More with WebCenter leading up to a great webcast scheduled for Thursday, March 22 (invite and registration link below). This is the 2nd in a series of 3 webcasts dedicated to expanding the understanding of the full capabilities of WebCenter. Yes – that might mean that you are not getting the full benefits of the software you already own or the expansion potential via upgrade to the full WebCenter Suite Plus. Tune in on Thursday 10 a.m. PT / 1 p.m. ET.

 ++++++++++++++

Be a Speaker @ Oracle Open World 2012Want to be a Speaker at Oracle OpenWorld 2012?

Oracle Open World planning has already kicked off. We know that it is only March and next October is far in the distance. But planning has already started for Oracle OpenWorld 2012. So if you want to be a speaker and propose your own session for this year's event in San Francisco on September 30th - October 4th, starting thinking now! 

The annual OpenWorld Call for Papers is now open until April 9th! All of the details to submit a paper are available here.

Of course, the WebCenter team here is interested in sessions including case studies, thought-leadership, customer stories around any of the Oracle WebCenter solutions, but the Call for Papers is open to all Oracle topics. When submitting your topic, be sure to describe what you plan to discuss and the value of the presentation to other attendees. Sell your session, because there will be a lot of competition to be selected. 

Bonus News: Speakers for selected sessions receive a complimentary full conference pass! Get your papers in and we'll see you in San Francisco!

~~~~~~~~~~~~~~~~~~~~~~

Webcast Series: Do More with Oracle WebCenter - Expand Beyond Content Management
Oracle Corporation
Webcast. Do More with Oracle WebCenter—Expand Beyond Content Management. Oracle WebCenter. The Center of Engagement.

Enable Employees, Partners, and Customers to Do More with Your Content

Did you know that, in addition to content management, Oracle WebCenter now also includes comprehensive portal, composite application, collaboration, and Web experience management capabilities?

Join us for this Webcast and learn how you can provide a new level of user engagement. Learn how Oracle WebCenter:

  • Drives task-specific application data and content to a single screen for executing specific business processes
  • Enables mixed internal and external environments where content can be securely shared and filtered with employees, partners, and customers, based upon role-based security
  • Offers Web experience management, driving contextually relevant, social, and interactive online experiences across multiple channels
  • Provides social features that enable sharing, activity feeds, collaboration, expertise location, and best-practices communities

Learn how to do more with Oracle WebCenter. Register now for the Webcast.

Oracle Fusion Middleware Webcenter


Join us for the second Webcast in the series "Do More With Oracle WebCenter".

March 22, 2012
10 a.m. PT / 1 p.m. ET

Presented by:

Presenter Michelle Huff
Michelle Huff
Senior Director, WebCenter Product Management, Oracle
Presenter Greg Utecht
Greg Utecht
Project Manager,
IT Operations,
TIES
Hardware and Software Engineered to Work Together
Copyright © 2012, Oracle and/or its affiliates.
All rights reserved.
Contact Us | Legal Notices | Privacy

Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, OPL - E-mail Services, Redwood Shores, CA 94065, United States

Thursday Mar 15, 2012

Oracle’s Web Experience Management

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

Oracle’s Web Experience Management (WEM) solution enables organizations to optimize the online channel for driving marketing and customer experience management success. It empowers business users to manage the web presence and create rich and engaging online experiences for customers and prospects.

Oracle's WEM platform provides a framework to simplify the integration of Oracle, third-party and custom-built applications. This framework essentially allows the creation and integration of applications using one single business interface called the WEM interface. It includes the following:

  • Single sign-on access control for all integrated applications using the Central Authentication Service (CAS) component.
  • A single centralized administration window for user, role, and native applications management including site management.
  • Community server management, gadget server management as well as management for partner integrated technologies.
  • A Representational State Transfer (REST) API for accessing WebCenter Sites data. REST services are supported on both Oracle WebCenter Sites and Oracle WebCenter Sites Satellite Server to leverage the satellite server cache. All REST requests are cached for web consuming applications as well for the high performance delivery of native applications on the mobile channel.
Web Experience Management

Oracle WebCenter Sites’ Web Experience Management environment enables organizations to deliver a compelling online experience to customers by simplifying the deployment and management of sophisticated and engaging websites. The WebCenter Sites platform automates the entire process of managing web content including:

  • Authoring:  Business users can easily contribute and manage web content in real-time, with intuitive interfaces and drag-and-drop content authoring and layout capabilities designed for the non-technical user.
  • Contextual Content Targeting: Marketers are empowered to create and manage targeted campaigns with relevant recommendations and promotions based on the context of the session of the visitor such as his or her navigation history, user profile, language, location or other information shared during the visitor session.
  • Content Publishing and Deployment: It offers advanced multi-site management capabilities for departmental or regional sites, as well as strong multi-lingual and multi-locale content management. The remote satellite server caching infrastructure provides high-performance, distributed caching, tuned to deliver high-volume, targeted and multi-lingual sites.
  • Analytics and Optimization: Business users and marketers have the ability to measure the effectiveness of their online content and campaigns at a granular level. Editors and marketers can immediately determine whether a given article or promotion is relevant to a particular customer segment.
  • User-generated Content: Marketers can enable blogs, comments, rating and reviews on the website.  All comments and reviews posted to the website can be moderated from the administrator interface either manually or automatically using filters, whitelists, blacklists or community based moderation.
  • Personalized Gadget Dashboards:  Site managers can deploy gadgets, small applications using web content, individually or as part of dashboards containing multiple gadgets.  These gadget dashboards enable site visitors to create their own “MyPage” on a given site where they can select and customize the gadgets that the site administrator has made available.  Any gadget that conforms to the iGoogle/OpenSocial standard can be made available to site visitors, or they can be created within the WEM interface.

Oracle's WEM platform also provides a unique environment for the delivery of a rich, multichannel online experience for site visitors through its advanced management modules for mobile. With Oracle’s WEM solution, it’s easy to control branding and deliver a consistent message while repurposing web content for publication to mobile devices, kiosks and much more. This distinctive approach provides:

  • HTML5 Delivery: HTML5 delivery which includes native support for adaptive design that responds to the user’s computer screen resolution and orientation. The approach is less driven by the particular hardware and more driven by the user’s interactions with the device. In other words, this approach takes both the screen interactions (either cursor or touch) and screen sizes and orientation into consideration.
  • A Unique Native Mobile Extension Environment for Contributors: From the WEM interface, a contributor can directly manage their mobile channel, using the tooling already in place for driving the traditional web presence. This includes the mobile presentation, as well as mobile insite editing, drag and drop page layout, and in-context recommendations and personalization.
  • Optimized REST APIs for High Performance Content Delivery on Native Mobile Device Applications: WebCenter Sites’ REST API uses the underlying HTTP methods (GET, POST, PUT, DELETE) to interact with resources. Resources support two types of input and output formats -- XML and JSON. REST calls are customizable to optimize the interactions between the content repositories and the client applications. Caching is essential to decrease network loads and improve overall reliability and usability of the applications and user interactions. REST results are cached through the highly efficient Oracle WebCenter Sites caching architecture.

Tuesday Mar 13, 2012

Here Today, Gone Tomorrow: Engage Your Customers or Lose Them!

A couple of weeks ago I was urging those of you in chilly climates to head south for fairer skies while taking in the latest thinking on customer engagement at Gartner’s conferences in Orlando this week.  How was I to know that the Gartner Portals, Content and Collaboration Summit and Garner Customer 360 Summit would both coincide with a week of unseasonably warm and spring-like weather across the northeastern United States?

At any rate, those of you who made it down to Florida for Gartner’s event this week, may have had the opportunity to catch Oracle WebCenter’s Vice President of Product Management and Strategy, Loren Weinberg, present on the topic of customer engagement in her session, "Here Today, Gone Tomorrow: Engage Your Customers Or Lose Them."  For those of you who were unable to attend the session yesterday, I’ll highlight some of the salient points.

Engagement

Engaging Customers Isn’t As Simple As It Used to Be
Engaging your customers is a lot more complicated now that everyone is connected through the online channel. The number of mobile device types and the number of people using them have increased exponentially.  Information is now readily accessible to most anyone, at any time, on any device, in increasingly varied digital formats. At the same time, social computing has made the online channel a hub for participation, sharing, interaction and community. As a result, providing an engaging experience across the customer journey is an increasingly complex endeavor.

Today’s Customers Have High Expectations
Today’s customers expect you to know who they are.  They expect you to recall the details they’ve provided to you on your website, on your Facebook page and to your sales people or CSR’s.  They expect every interaction with an organization to be personalized and highly relevant.  They expect anywhere anytime access to information and transactions, and they expect to be able to interact socially in all that they do.

Unmet Customer Expectations Can Have High Consequences
When customer expectations are not met, brands get dumped for their competition. And with only a small percentage of customers feeling that their expectations for a good customer experience are always met, it is easy to see why the relationship between brands and customers often flame out. And today, individual customer service failures have the ability to snowball.  An unsatisfied customer has the ability to easily share their rancor with their entire social network and chip away at your brand’s reputation. 
 
Engagement is the Key to Gaining and Retaining Today’s Customers
Engagement has really become the key to gaining and retaining customers. Today’s empowered customer is in the driver’s seat.  And the only way to attract their attention and keep it, the only way to cultivate and maintain relationships with them, is to engage them in meaningful ways along the customer journey.

Delivering contextually relevant, interactive and multichannel online experiences is now essential for converting prospects into customers and for engendering long term loyalty.  A one-size-fits-all online customer experience is the way of the past.  Companies today must deliver personalized and contextual experiences to their customers, with information that is specifically tailored to their needs and interests, anytime and anywhere, whether on the desktop at the office, the laptop at home, or on any of the thousands of different mobile device types customers carry when they are on the go. Additionally, companies must foster a social and interactive online experience by enabling customers to contribute, participate and share their experiences.

Optimization is Essential to Successful Customer Experience Initiatives
And finally, optimizing engagement across this increasingly complex environment is critical to effective marketing and customer experience management initiatives. However, successfully using the web to drive these initiatives is more challenging than ever before. In order to succeed in optimizing online engagement, organizations require the help of technologies that can offer a means to manage a multi-channel online presence with ease, including targeting, multiple geographies, social elements and much more, and this must be integrated with their systems for managing customer data.  Then a layer of analytics and optimization must be applied to understand the customers’ journey and what will help them successfully accomplish their goals and be delighted by the service they receive.

While the Gartner Portals, Content & Collaboration Summit draws to a close today, there is still the opportunity hear more about customer experience from Oracle at Gartner Customer 360 over the following days. Be sure to follow the #gartnercrm and #webcenter hashtags to learn more.

Monday Mar 12, 2012

Higher Education Webcasts: Texas A&M & Element 115

Did you know that Oracle has a Higher Education User Group? Is your organization in the Education field and looking to improve processes and efficiency? We encourage you to check out the webcasts we have scheduled for this week, which will provide valuable insight and education (no pun intended :) ) on how your organization could benefit from utilizing social tools and technologies.

Learn How Texas A&M Researchers Innovate and Engage with Oracle WebCenter
Wednesday, March 14, 2012 | 11:00 am PST / 2:00 pm EST | Register

Texas A&M is one of the largest systems of higher education in the US with 11 universities, a comprehensive health science center, and 115,000 students and 27,000 staff members. Attend this webcast to learn how Texas A&M streamlined previously time-consuming processes for managing research projects across multiple institutions. Oracle WebCenter enabled Texas A&M to:
  • Improve cross-organization information management of the university system’s robust academic research initiatives 
  • Establish a unified platform to better manage research resources and expertise 
  • Coordinate work across the university system’s various research organizations and improve collaboration on research projects involving more than one institution 
  • Provide researchers the ability to create their own portals with easy-to-use tools, resulting in reduced reliance on IT
WebCenter for Medical Center Educational Institutions 
Thursday, March 15, 2012 | 11:00 am PST / 2:00 pm EST | Register

Attract, Engage and Convert New Patients Online with Oracle WebCenter and Element 115

Medical center educational institutions must deliver engaging online experiences that attract, convert and retain new patients and referring physicians.  Attend this webcast to learn how Oracle WebCenter and Element 115 enable institutions to achieve these goals through a comprehensive web experience management solution. The solution includes a number of industry specific components to help speed deployment and streamline site management such as a media-rich resource center that provides consumers online access to patient and visitor information, a physician finder, clinical services modules, a health informational library, health newsletters, and more. Designed with business users in mind, site content can be easily managed with intuitive tools that reduce reliance on IT resources for routine maintenance tasks.

About Oracle’s Education Organization
Our solutions enable educational institutions to dynamically connect teaching, learning and administrative environments.

Higher education institutions around the world get better results with Oracle, including:
  • 20 of the top 20 academic universities worldwide
  • 10 of the top 10 research universities
Oracle’s  Higher Education User Group (HEUG) is the largest independent, self-organized industry user group in the world. What are you waiting for...join today!

Thursday Mar 08, 2012

WebCenter Quarterly Customer Update - March 26th

WebCenter Customer Update - March 26th 2012
Find out the latest about the WebCenter 11g R1 (11.1.1.6.0) release and learn about Oracle Social Network from the WebCenter Product Management team. We’ll also cover the updated communication channels and online resources we’ve recently launched for all WebCenter pillars (content, portal, sites and social). Register today!

WebCenter Portal -- 11g Patch Set 5 (11.1.1.6) Update
Richard Nessel will discuss what is new in the latest release (11.1.1.6) of WebCenter Portal. He'll cover the key new features and capabilities that have been introduced.

WebCenter Content -- 11g Patch Set 5 (11.1.1.6) Update
Joe Golemba will discuss a number of new capabilities for WebCenter Content in the areas of User Engagement, Content-Enabling Applications, and Infrastructure. 

WebCenter Social – Oracle Social Network
Rachel Hunter will discuss the foundations of Oracle Social Network and its capabilities with Enterprise integration with Fusion CRM. 

Please register here for this webcast to get an overview of these exciting new capabilities and how they can benefit your organization.

Wednesday Feb 29, 2012

Social Business and Innovation

I promised on Monday a follow up post from John Mancini on his thoughts of the AIIM/Oracle Social Business Seminar series. Please find John's insights below -- we welcome any comments you might have!


John Mancini By John Mancini, President of AIIM

I will admit to breaking one of my cardinal February travel rules when Oracle asked me to speak at the Social Business seminar series - don't travel to anyplace very far north in February.  But whether thanks to global warming or just the serendipity of an unusually warm winter, I can say that the weather for my 4 cities in 2 weeks Oracle tour (Toronto, Washington, Atlanta, and Minneapolis) was uneventful (except for a short flare-up in Minnesota).  While the weather was uneventful, the content was anything but. 

My focus was on three factors that are driving organizations to think more strategically about the intersection between content, social, and process: 1) How are content management and Enterprise IT being changed by social technologies? 2) How are social technologies being used to drive innovation and transform processes? and 3) What are the implications of this transformation for information professionals?  The presentation link is here.

In order to have long-term impact, social technologies must ultimately drive Systems of Engagement (http://www.aiim.org/futurehistory).  They must ultimately be incorporated into the fabric of an organization and link back to the core processes and information repositories that drive the business.

At each event, an Oracle executive shared their perspective on the changing nature of customer, partner, and employee engagement, and the repositioning of Oracle's offerings under the WebCenter umbrella to tap into these engagement opportunities. Ultimately, the impact of social technologies on organizations is not the technologies per se, but how they impact customer, employee, and partner behavior.


On the employee and partner side, the key questions to think about are: How do social technologies improve productivity? Increase retention? Improve customer service? Improve accountability?

Some of the core questions to think about relative to the impact of social technologies on customers are whether and how they drive them to do the following:
  • Purchase your products more quickly
  • Purchase more of your products
  • Recommend your products
  • Share feedback with you
  • Spend more time and attention with you

John Mancini is President of AIIM (http://www.aiim.org) and blogs under the title "Digital Landfill".   He is an active participant on multiple social networks (usually as “jmancini77”), and is the author of a series of "8 things you need to know" e-books.

Monday Feb 27, 2012

Webcast: Stuck in Your SharePoint Shell? Break Free with Oracle WebCenter

Imagine if your employees could easily share information across your enterprise. Imagine if they could also automatically deliver targeted information to potential customers—and connect them with the right partners. That’s the kind of enterprise collaboration and efficiency you can expect with Oracle WebCenter—but not Microsoft SharePoint. So is it any wonder why more and more businesses are making the switch to Oracle? 

Join us for this Webcast as we share results from surveys of customers to see how Oracle WebCenter:
  • Seamlessly integrates collaboration with business processes and activities 
  • Provides the only comprehensive user engagement platform today 
  • Delivers a superior level of enterprise collaboration and efficiency 

Date: Thursday, March 8, 2012 
Time: 10:00 AM PST 

Speakers:

  • Howard Beader, Sr. Director of Product Marketing , Oracle WebCenter
  • Trevor Niblock , Director, WebCenter Sales Support, Oracle
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
« April 2014
SunMonTueWedThuFriSat
  
2
4
5
6
7
10
11
12
13
14
17
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today