Wednesday May 02, 2012

Webcast - Introducing Oracle WebCenter Sites 11gR1: Transforming the Online Experience

Introducing Oracle WebCenter Sites 11gR1


Simply Engaging - Optimized Customer Experiences

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.

Join us for this Webcast and learn how Oracle WebCenter Sites:

  • Enables business users with a new, visual contributor interface for in-context site authoring
  • Encourages social participation among site visitors with social login, social sharing, and other user-generated content enhancements
  • Empowers marketers with powerful and flexible tools for automated targeting and optimization of the online experience



Oracle WebCenter


Day & Time

Thursday, May 3, 2012
10 a.m. PT / 1 p.m. ET


Register Now






Register to attend this webcast today.

Tuesday May 01, 2012

Extra! Extra! Read All About It! Oracle Unveils New Release of Oracle WebCenter Sites

This just in folks, enhancements to the best-in-class web experience management solution, Oracle WebCenter Sites, were revealed today.  According to a reliable source, this new release helps organizations drive customer acquisition and brand loyalty by simplifying the creation, management and optimization of interactive and social online experiences.

So what’s the scoop? The new release of Oracle WebCenter Sites includes brand new features that help organizations optimize online customer engagement.  The release includes a new user website authoring environment that provides a modern what-you-see-is-what-you-get interface with intuitive drag-and-drop capabilities that fit the way marketers and line-of-business teams work today.  The new tabbed interface enables site authors to open and close tabs and switch between tasks with ease. Additionally, rich search functionality and visual search results simplify the authoring experience by making it easier than ever before for users to locate the content they wish to use and place it within the context of a webpage.
Oracle WebCenter Sites Authoring User Interface

Modern authoring environment with a "what-you-see-is-what–you-get" interface.

Here’s what else our intrepid reporters were able to uncover.  Today’s customers increasingly look to interact with brands socially and to share their experiences with their extended social networks.  To address this need, Oracle WebCenter Sites now offers capabilities for social login, social sharing and a number of enhancements to the platform’s already robust user-generated content capabilities.

These new offerings include out-of-the-box integration with Facebook and Twitter, and more than twenty other social networks including LinkedIn, Google and Flickr. Social login removes barriers to site visitor registration and facilitates social interaction by enabling site visitors to authenticate on an organization’s website based on social network credentials, while social sharing capabilities help organizations extend the reach of their brands and promote engagement by making it easy for site visitors to automatically disseminate site content they like to their extended social networks. With social login and social sharing, site visitors’ on site experience is seamlessly integrated with the rest of their online interactions and networks, driving relevance, engagement, and ultimately customer loyalty.

Oracle WebCenter Sites Social Login

 Enable visitors to use their social network credentials for login and social sharing.

New user-generated content (UGC) capabilities that make it quick and easy for marketers to create and deploy polls on their websites or add new ratings widgets such as Thumbs Up/Down, Like It or Recommend, and more. These additions complement Oracle WebCenter Sites’ existing UGC capabilities for comments, ratings, reviews, and blogs, all with leading enterprise moderation capabilities.

“Acquiring new customers and sustaining their loyalty over the long term is increasingly dependent upon an organization’s ability to deliver rich and engaging online customer experiences,” said Kumar Vora, senior vice president, Product Development, Oracle WebCenter who was willing to go on record. “With the new release of Oracle WebCenter Sites, Oracle is putting powerful tools in the hands of business users and marketers for creating online experiences that are relevant, social and interactive for site visitors. Oracle WebCenter continues to lead the way in helping organizations to engage customers and empower their business through its combination of web experience management, enterprise content management, portal and collaboration technologies.”

Those interested in learning more about Oracle WebCenter Sites’s new capabilities are encouraged to return to the Oracle WebCenter blog over the coming days and to register to attend the webcast, Introducing Oracle WebCenter Sites 11gR1: Transforming the Online Experience. And that’s the way it is.

Monday Apr 30, 2012

Two Web Experience Management Trends to Watch

Happy Monday! Welcome to the Oracle WebCenter Blog.  Putting out a list of trends to watch is typically a year end endeavor as analysts, bloggers and other experts put forth their best guesses as to what to expect in the coming year.  And while we’re certainly not nearing the end of the year, we are, in fact, nearing the end of April, so I’ll use the month end as my excuse to take a closer look at a couple of trends in web experience management.

The On Site Experience Will Become More Like the Social Networking Experience
The experience on corporate websites will emulate the experience on social networking sites more and more.  Visitors to corporate websites will increasingly expect to engage, interact and participate in a brand experience, in much the same way that they engage, interact and participate on social networking sites like Facebook and LinkedIn. In order to do so, the dialogue between consumers and brands on corporate sites will need to evolve beyond the bidirectional to a multidirectional one as the corporate web presence evolves into a hub for community and brand engagement.  As a result, enabling user-generated content such as comments, ratings, reviews and polls will become must have features instead of nice to have capabilities on corporate websites.   At the same time, organizations will need to remove barriers to social interaction on their websites by making it easy for site visitors to contribute user-generated content.  One way of doing this, would be to enable site visitors to authenticate on corporate websites and contribute UGC using their familiar social networking IDs, thus eliminating the need for customers to register and remember another set of website user credentials. Organizations that successfully foster community engagement on their websites can reap added benefits by enabling social sharing on their websites.  With social sharing, site visitors can easily share content and information that they like with their social networks, thereby extending the reach of their brand to a new audience, with the added power and influence of a social endorsement.

Targeting Methodologies Will Focus Less On Descriptive Attributes and More on Predictive Ones
Much of today’s online targeting and segmentation efforts today are marketer-managed and focused on grouping like customers together based on descriptive attributes such as a user-profile, referring search term, or demographics.  And while targeting and segmenting in this manner is valuable, the burden is on marketers to define segments and make their best guesses as to what site content or offers are most likely to elicit a desired response in a given segment of site visitors.  This becomes trickier to manage and optimize as the volume of visitors, segments, attributes and targeted content options increase.  You might imagine needing an army of marketers furiously segmenting, recommending and optimizing in a room somewhere to make this a reality depending on how ambitious and expansive your optimization goals are. Overcoming these challenges will require moving from targeting methodologies that focus on the common descriptive attributes of segments of visitors, to a learning model whereby visitors are segmented according to attributes that predict desired behaviors and optimize performance of the website automatically, based on specific objectives such as maximum click-throughs, conversions or revenue.

Do you agree or disagree with these trends to watch?  What other web experience management trends should we keep our eyes on? Tell us what you think and join us all week as we focus in on the web experience management capabilities organizations need today to create engaging online experiences that drive sales and loyalty.

Friday Apr 13, 2012

Q&A: Drive Online Engagement with Intuitive Portals and Websites

Drive Online Engagement with Intuitive Portals & Websites

We had a great webcast yesterday and wanted to recap the questions that were asked throughout.

Can ECM distribute contents to 3rd party sites?
ECM, which is now called WebCenter Content can distribute content to 3rd party sites via several means as well as SSXA - Site Studio for External Applications.

Will you be able to provide more information on these means and SSXA?
If you have an existing JSP application, you can add the SSXA libraries to your IDE where your application was built (JDeveloper for example).  You can now drop some code into your 3rd party site/application that can both create and pull dynamically contributable content out of the Content Server for inclusion in your pages.  

If the 3rd party site is not a JSP application, there is also the option of leveraging two Site Studio (not SSXA) specific custom WebCenter Content services to pull Site Studio XML content into a page.

More information on SSXA can be found here: http://docs.oracle.com/cd/E17904_01/doc.1111/e13650/toc.htm

Is there another way than a ”gadget” to integrate applications (like loan simulator) in WebCenter Sites?
There are some other ways such as leveraging the Pagelet Producer, which is a core component of WebCenter Portal. Oracle WebCenter Portal's Pagelet Producer (previously known as Oracle WebCenter Ensemble) provides a collection of useful tools and features that facilitate dynamic pagelet development. A pagelet is a reusable user interface component. Any HTML fragment can be a pagelet, but pagelet developers can also write pagelets that are parameterized and configurable, to dynamically interact with other pagelets, and respond to user input. Pagelets are similar to portlets, but while portlets were designed specifically for portals, pagelets can be run on any web page, including within a portal or other web application. Pagelets can be used to expose platform-specific portlets in other web environments. More on Page Producer can be found here: http://docs.oracle.com/cd/E23943_01/webcenter.1111/e10148/jpsdg_pagelet.htm#CHDIAEHG

Can you describe the mechanism available to achieve the context transfer of content?
The primary goal of context transfer is to provide a uniform experience to customers as they transition from one channel to another, for instance in the use-case discussed in the webcast, it was around a customer moving from the .com marketing website to the self-service site where the customer wants to manage his account information. However if WebCenter Sites was able to identify and segment the customers  to a specific category where the customer is a potential target for some promotions, the same promotions should be targeted to the customer when he is in the self-service site, which is managed by WebCenter Portal. The context transfer can be achieved by calling out the WebCenter Sites Engage Server API’s, which will identify the segment that the customer has been bucketed into. Again through REST API’s., WebCenter Portal can then request WebCenter Sites for specific content that needs to be targeted for a customer for the identified segment. While this integration can be achieved through custom integration today, Oracle is looking into productizing this integration in future releases. 

How can context be transferred from WebCenter Sites (marketing site) to WebCenter Portal (Online services)?
WebCenter Portal Personalization server can call into WebCenter Sites Engage Server to identify the segment for the user and then through REST API’s request specific content that needs to be surfaced in the Portal.

Still have questions? Leave them in the comments section! And you can catch a replay of the webcast here.

Thursday Apr 12, 2012

Wisdom Lies in Collaborative Power and Intelligence


By Alakh Verma, Director, Platform Technology Solutions  

In my recent blog posts, I shared insights on Predictive Analytics (Will Predictive Analytics at 'Speed of Thoughts' Help Businesses?), Real Time Decisions (How critical are Real Time decisions in business today?) and their significance in our lives in general and in businesses today. In the current business paradigm shift- with evolutionary social business, it is paramount that businesses look for wisdom in collaborative power and intelligence and equip their employees with the tools to engage with one another. There is an old time saying that 5 sticks tied together are stronger and unable to break as opposed to an individual stick. We have recently witnessed the power of ordinary people uniting together and fought collaboratively using Facebook and Twitter to topple down dictators in Tunisia, Egypt and Libya—and are threatening absolute rule in Syria. And an India one man’s (Anna Hazare) campaign against corruption went viral, bringing thousands to the streets in support.

As anyone who has worked in a sizeable organization knows, there is no guarantee that the organization as a whole will perform efficiently and achieve its goals, even if each employee is individually efficient and every team has a high level of productivity. To achieve enterprise productivity, it is necessary not only for individuals and groups to “do things right” by working productively but also for the enterprise as a whole to “do the right things” - form the right teams, make the right decisions, allocate resources correctly, and effectively coordinate activities across the entire organization.

Most organizations fall short of the optimal level of enterprise productivity because of one or more of these reasons, all at a great cost to the business. 
  • They are disconnected from themselves with various parts of the organization unintentionally working at cross-purposes with each other. 
  • Information that exists is not getting shared or reused. 
  • Human talent is not being applied where it is most needed. 
  • The same problems are being solved repeatedly by multiple groups.

Intelligent collaboration through automated business processes has the ability to alter the course of any important business activity, with a potentially dramatic impact on the financial performance of the business. Whether it is a simple email exchange, a physical or virtual meeting, a task force, or a large-scale project, the activity is inherently collaborative.  In fact, collaboration can be defined as the work that takes place among people when a business process is not pre-determining how the work should take place.

Collaboration is many things: information sharing, brainstorming, problem solving, best practice negotiation, innovation, coordination of activity, alignment of purpose, and so forth.  Collaboration is the “white space” between the business processes; it is the glue that holds an organization together, and the lubricant that allows the machinery to keep running. 

Real time search and collaborative capabilities of the right people with the right content supported by defined processes will provide unparallel wisdom in the organization in the most competitive business environment today. Interestingly, technologies such as Oracle WebCenter offer these capabilities in our Web based business transactions and compliment in the overall collaborative intelligence and power to truly transform organizations to social businesses.

Looking to learn more about engaging your employees to collaborate together and providing a complete user experience for your customers? You won't want to miss our webcast today! Drive Online Engagement with Intuitive Portals and Websites

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 09, 2012

Drive Online Engagement with Intuitive Portals and Websites

As more and more business is being conducted via online channels, engaging users and making them more productive and efficient though these online channels is becoming critical. These users could be customers, partners or employees and while the respective channels through which they interact might be different, these users do increasingly interact with your business through the Web, or mobile devices or now through various social mediums.  Businesses need a user engagement strategy and solution that allows them to deliver targeted and personalized content and applications to users through the various online mediums and touch points. 

The customer experience today is made up of an ongoing set of interactions with organizations across many channels, online and offline.  The Direct channel (including sales reps, email and mail) is an important point of contact, as is the Contact Center.  Contact Centers rely on the phone as a means of interacting with customers, and also more now than ever, the Web as well.  However, the online organization is often managed separately from the Contact Center organization within a business. In-store is an important channel for retailers, offering Point-of-Service for human interactions, and Kiosks which enable self-service. Kiosks are a Web-enabled touch point but in-store kiosks are often managed by the head of retail operations, rather than the online organization.  And of course, the online channel, including customer interactions with an organization via digital means -- on the website, mobile websites, and social networking sites, has risen to paramount importance in recent years in the customer experience. Historically all of these channels have been managed separately.

The result of all of this fragmentation is that the customer touch points with an organization are siloed.  Their interactions online are not known and respected in their dealings in-store.  Their calls to the contact center are not taken as input into what the website offers them when they arrive. Think of how many times you’ve fallen victim to this. Your experience with the company call center is different than the experience in-store. Your experience with the company website on your desktop computer is different than your experience on your iPad. I think you get the point.

But the customer isn’t the only one we need to look at here, as employees and the IT organization have challenges as well when it comes to online engagement. There are many common tools and technologies that organizations have been using to try and engage users, whether it’s customers, employees or partners. Some have adopted different blog and wiki technologies (some hosted, some open source, sometimes embedded in platforms), to things like tagging, file sharing and content management, or composite applications for self-service applications and activity streams.

Basically, there are so many different tools & technologies that each address different aspects of user engagement.

Now, one of the challenges with this, is that if we look at each individual tool, typically just implementing for example a file sharing and basic collaboration solution, may meet the needs of the business user for one aspect of user engagement, but it may not be the best solution to engage with customers and partners, or it may not fit with IT standards such as integrating with their single sign on tools or their corporate website. Often, the scenario is that businesses are having to acquire multiple pieces and parts as well as build custom applications to meet their needs. Leaving customers and partners with a more fragmented way of interacting with the company.

Every organization has some sort of enterprise balancing act between the needs of the business user and the needs and restrictions enforced by enterprise IT groups. As we’ve been discussing, we all know that the expectations for online engagement have changed since the days of the static, one-size fits all website. With these changes have come some very difficult organizational challenges as well.

Today, as a business user, you want to engage with your customers, and your customers expect you to know who they are. They expect you to recall the details they’ve provided to you on your website, to your CSRs and to your sales people. They expect you to remember their purchases, their preferences and their problems. And they expect you to know who they are, equally well, across channels, including your web presence.

This creates a host of challenges for today’s business users. Delivering targeted, relevant content online is now essential for converting prospects into customers and for engendering long term loyalty. Business users need the ability to leverage customer data from different sources to fuel their segmentation and targeting strategies and to easily set-up, manage and optimize online campaigns. Also critical, they need the ability to accomplish these things on-the-fly, at the speed of the marketplace, while making iterative improvements. 

These changing expectations put a host of demands on the IT organization as well. The web presence must be able to scale to support the delivery of personalized and targeted content to thousands of site visitors without sacrificing performance. And integration between systems becomes more important as well, as organizations strive to obtain one view of the customer culled from WCM data, CRM data and more.

So then, how do you solve these challenges and meet the growing demands of your users?

 You need a solution that:

  1. Unifies every customer interaction across all channels
  2. Personalizes the products and content that interest the customer and to the device
  3. Delivers targeted promotions to the right customer
  4. Engages and improve employee productivity
  5. Provides self-service access to applications
  6. Includes embedded in-context social  

So how then do you achieve this level of online engagement, complete customer experience and engage your employees? The answer: Oracle WebCenter. If you want to learn how to get there, we encourage you to attend this webcast on Thursday Drive Online Engagement with Intuitive Portals and Websites, where we'll talk about how you are able to transform your portal experience and optimize online engagement -- making your portals more interactive and more engaging across multiple channels. Register today!

Thursday Apr 05, 2012

Webcast: The Power to Translate is Now Inside Oracle WebCenter Sites


The Power to Translate is

Now Inside Oracle

WebCenter Sites

You are invited to a special preview of the Lingotek Inside Oracle WebCenter Sites solution which will be showcased at Collaborate in Las Vegas later in April.

Now it's easy to quickly translate your content directly from Oracle WebCenter Sites using the new Lingotek - Inside for Oracle WebCenter Sites integration.

Your users will be able to access translated content, nominate content for translation, and even offer to translate content themselves.

Oracle Integration Solution

Lingotek - Inside Integration:
  1. Content identified and seamlessly viewable within Lingotek Workbench.
  2. Translation Completed by:
    • Machine and Translation Memory
    • Community Volunteers, Crowdsourcing
    • Professional Translators
  3. Translated Content Automatically Saved.
  4. Content within Oracle WebCenter Sites:
    • Related
    • Secured
    • Routed Through Workflows
    • Publish to Intranets, Web Sites, Applications
Oracle WebCenter Sites

Web Experience Management

Enables marketers and business users to easily create and manage contextually relevant, social, and interactive online experiences across multiple channels on a global scale.

  1. Drive customer acquisition, brand loyalty, and business success
  2. Optimize customer engagement across Web, mobile, and social channels
  3. Manage large-scale, multichannel global online presence with integration to enterprise applications

You'll hear from the experts how this can be done.




Free 30 Minute Webinar

Date: Tues, Apr 17th
Time: 8:00am MST, 3pm GMT and 4pm CET

Win a Kindle Fire

Amazon Kindle Fire

Register before April 6th for a chance to win a Amazon Kindle Fire!

Presenter:

Rob Vandenberg, President and CEO

Rob Vandenberg, President and CEO of Lingotek, drives the vision while leading the charge to change the future of translation. Rob is a well-known technology industry veteran, and his expertise and knowledge surrounding translation, localization, and internationalization materials, software products, and web content serves as an immeasurable asset to customers needs and requirements. Rob is a frequent industry speaker and panelist .

Presenter:

Andrew Palmer, EMEA Alliances Director WebCenter Sites

Andrew Palmer
Oracle
EMEA Alliances Director
WebCenter Sites

Oracle Gold Partner
Oracle Validated Integration
Oracle Web Logic Ready

System Requirements
PC-based attendees
Required: Windows® 7, Vista, XP or 2003 Server

Macintosh®-based attendees
Required: Mac OS® X 10.5 or newer

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 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.

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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