By Christie Flanagan on May 02, 2012
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.
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.
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.
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.
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
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:
The Power to Translate is
Now Inside Oracle
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
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
Other Don't-Miss Sessions
Conference organizers have indicated that the following sessions in particular should be of wide interest to attendees.
Learn more and register to attend COLLABORATE 12.
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:
Register today and learn how to make your portals more interactive and engaging across multiple channels.
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:
• 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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.