Monday May 20, 2013

Empowering Marketers with Web Experience Management

Unable to get new digital marketing initiatives to market as fast as you would like?  Tired of dealing with IT bottlenecks that prevent you from making routine site updates or launching new digital marketing campaigns quickly?  Your customers have little patience for a brand that fails to meet their expectations for a contextually relevant and interactive digital experience that supports their journey as a customer.  As a result, speed-to-market and business agility are more important than ever before when it comes to gaining and sustaining a competitive advantage.  Are your existing web experience management tools and processes up to the challenge?

If you are a marketer that has to secure a developer resource whenever you want to create a new landing page or make an important update to your website, get ready for your competitors to eat your lunch.  Today’s market moves much too swiftly and companies with marketing teams that are forced to rely on IT for the execution of their digital marketing efforts are at a steep disadvantage.  That’s why it’s so important to have a web experience management platform that empowers marketers and other non-technical business users to manage many aspects of the digital customer experience themselves.

See how simple site authoring and editing are in WebCenter Sites in this brief video tutorial.

Oracle WebCenter Sites makes it easy for marketers to contribute and manage websites with visual and intuitive content authoring and layout capabilities designed for the non-technical user. Oracle WebCenter Sites enables marketers to simply drag ­and­ drop content right into the context of a web page using a “What You See Is What You Get” (WYSIWYG) authoring interface. Rich search functionality and visual search results make the process of locating images and other content for use within pages, streamlined and efficient.

Because of WebCenter Sites’ intuitive and easy-to-use tools for managing online experiences, our customers have gained the ability to get to market faster with their digital marketing initiatives.  As marketers and other line of business users take greater control of managing the web experience, our customers have seen the lead time for new online campaigns shrink from months or weeks down to a matter of days, and routine site updates can be made in a matter of minutes without having to secure a developer resource to execute them.

Friday May 17, 2013

TEAM Informatics: Successful WebCenter Solutions from Minnesota to the World

Hello again everyone.

Well it's Friday and we would like to wrap up this week by showcasing another one of our great partners, Team Informatics.  For those of you that caught the webcast yesterday featuring Mortenson Construction, you might remember that Team Informatics is the partner that assisted Mortenson in their very successful roll out of WebCenter Content and Portal.  If you have not taken the time to check out the webcast, you can do so at anytime by registering here and viewing it on-demand at your leisure.  And once you register for the webcast, you can also freely access the latest whitepaper entitled  "The Top 10 Criteria for Choosing an Enterprise Content Management System" as well as a previous webcast on the "Seven Ways Content Can Improve the Health of Your Business".  It's fun for the whole family!  :)

Here is a brief overview of Team Informatics that we hope you will find useful and informative. 

Team Informatics

TEAM Informatics, Inc. (www.teaminformatics.com) is an employee-owned, Minnesota-based software products and systems integration firm with a global customer base. TEAM was formed over 10 years ago and has experienced a sustained aggressive growth rate with over 200 global customers.

TEAM is an Oracle Software Reseller and a global member of the Oracle Partner Network, specializing in areas such as WebCenter Content, WebCenter Portal and WebCenter Sites (formerly FatWire). Offerings include professional services, managed services, enterprise and development support, and an expanding set of products. In addition, TEAM is a Google Enterprise Partner and Reseller for the Google Search technologies. TEAM's suite of business applications include TEAM Cloud for managed delivery of WebCenter products on an Oracle engineered system, TEAM GSA Connector for enterprise search, TEAM Sites Connector for enabling web experience management, TEAM Email Manager for email and communication compliance and management, and ContentWorx for complex document process management and assembly. Get more information on these and all of TEAM's offerings at www.teaminformatics.com.












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With TEAM’s growing customer base, they have been able to showcase and announce key customer successes, as well as nurture partnerships to provide best-in-class solutions. Some of their most recent announcements include:

TEAM Informatics Provides Strategic Roadmap for City of Las Vegas Oracle WebCenter Deployment

Engineered to Work Together – TEAM Informatics WebCenter Sites Connector v. 1.1 for WebCenter Content

TEAM Informatics Announces Full Life-Cycle, Paper to Paperless Solution, with Gill Digital

TEAM Informatics Announces Growth in North American Public Sector with Continuing Success in Oracle WebCenter

TEAM Informatics Announces Award Winning Project with Mortenson Construction

These announcements reflect TEAM’s on-going strategy of providing solutions that get the most out of software, providing all-in-one solution packages, and growing in each vertical with each successful project. Their commitment to their customers is only strengthened by their commitment to Oracle technology.

For more information, a demo, or to have a conversation with TEAM, please contact them via this link.


And in other news.... Are you a WebCenter Innovator?

Oracle Excellence Awards: Oracle Fusion Middleware Innovation

Striving for success is what drives Oracle and its customers and partners to continually discover innovative uses for Oracle technology and to deploy successful and groundbreaking solutions and best practices. The Oracle Excellence Awards for Oracle Fusion Middleware Innovation recognizes customers and partners that have excelled in driving business value together with Oracle in eight award categories including Oracle WebCenter. Nominations for 2013 Awards are now open. Details and nomination forms can be found here.
Deadline for submission is June 18th, 2013!



Friday Apr 26, 2013

Why WCM Should Be at the Heart of Your Multichannel Strategy

Today’s guest blog post was written by Stephen Schleifer. Stephen is Senior Principal Product Manager for Oracle’s Web Content Management (WCM) solution, Oracle WebCenter Sites.

It’s no secret that the WCM market has gone through a series of rapid changes over the past five years or so, in part because the business objectives driving the use of these systems evolved (from content publishing to online experience), and in part due to the changing nature and role of corporate websites, or brand sites. We are now living in a multichannel world -- with the rise of social networks, increased use of campaign marketing (including social media, email marketing and promotional microsites), and of course, the fact that more people are accessing the web via mobile devices than ever before. All of this has amounted to added complexity for web marketers to manage their brand and message across all these channels, but it has also changed the perception of what role a brand site, and by way of it, a WCM system, is supposed to play in online marketing.

While most still agree that a brand site is an important place for customers to acquire information about a company’s products and services, others propose that as more traffic and leads are generated through alternate channels that they should become the main focus of online marketing and customer engagement efforts.

I would argue that it’s not an either/or proposition, but instead what’s needed more often than not is a more blended approach, and in fact, your brand site should serve as the centralized point of your online marketing strategy. Why? Because it’s the one place where all these channels tend to converge -- it’s the glue that holds your brand and message together across all these diverse customer touch points. Linking these channels back to your brand site is also important because it’s the place where you control the message, and it’s ultimately where you can engage customers in more dynamic ways, as the experience you create there is entirely of your own making.

WCM systems are the technology set that provides the tools for marketers to manage corporate web sites, and they are unique in their ability to support a wide variety of cross-channel online marketing value propositions; these include:

Extending the reach of / re-purposing content between brand sites and social media: For example, by enabling site visitors to engage in interactions around site content and then extend the reach of that content by sharing it to their walls. Or by repurposing content on your site such as articles, blog posts or promotional offers for publishing on social media pages. Conversely, many organizations are choosing to host promotional or educational video on social video sites such as YouTube, but then integrate those videos within the context of brand site pages as streaming content. All this can be facilitated by a WCM system.

Seamlessly adapting brand site content for delivery though the mobile channel: Mobile has been a difficult channel for marketers to master, but we’re at the point where technologies like HTML-5 and approaches like responsive design where effective mobile web experience has become a reality, as you can now design once for your branding site, and have those templates instantly adapted and optimized for mobile delivery. While this is not the only effective approach to mobile web (depending on your business objectives, you may indeed want to develop mobile templates or mobile-specific sites), most WCM systems are now flexible enough to support multiple approaches.

Integrating websites with email marketing for cross-channel marketing automation: Bringing together WCM and email marketing makes a lot of sense, because the better the two work together, the more consistent, targeted and effective your online campaigns will be. Both systems leverage content such as text and images that will need to be duplicated or adapted across channels for web landing pages, email blasts, etc. -- the more you can centralize the management of that content for more effective cross-channel publishing, the more you can be sure that your branding and message will be consistent and clear to your customer. Both systems also require some level of personalization to ensure that the various customer segments in a campaign are spoken to with a relevant message – and whether it’s being featured in an email or somewhere on your site, that message must remain the same. Integrating the customer segment data that is being captured in your WCM system with that in your marketing campaign system (not to mention CRM) is key to be able to provide a unified profile across these customer-facing touch points, and in turn can help to ensure more effective targeting.

Whatever role you decide is best for your corporate website to play in your online marketing mix, there is no escaping that it continues to be as relevant as ever in today’s multi-channel world. Think of it as a kind of digital hub for online experience, and your WCM system is the backbone for creating and managing engaging, cross-channel experiences. 

Thursday Apr 25, 2013

Putting the CX Puzzle Together: Connect Customer Touch Points by Combining Oracle WebCenter Sites with Other Oracle CX Solutions

On its own, Oracle WebCenter Sites provides organizations with powerful capabilities for engaging sites visitors with personalized, interactive, multichannel experiences on their marketing websites. But for companies that are ready to embrace the power of predictive decisionsing or who are ready to start integrating different online touch points into a seamless and connected experience, Oracle's customer experience solutions can offer even more. Let's take a look at how a few of these customer experience solutions combine with Oracle WebCenter Sites.

Oracle WebCenter Sites + Oracle Real-Time Decisions

Oracle’s web experience management solution, WebCenter Sites, already includes robust capabilities for marketer managed segmentation and targeting, however, a whole new level of optimization can be achieved by combining WebCenter Sites with Oracle’s decision management solution, Real-Time Decisions. Using the power of statistical data models and historical and real-time analytics, Real-Time Decisions automates what would otherwise be the manual task of sifting through volumes of customer data, determining likely and potential customer segments, and determining the best content to present to a given site visitor. As customer interactions take place, Real-Time Decisions continuously refines its data models, automatically adjusting and learning over time to achieve the optimal content selection for each site visitor. Marketers have multiple levels of control when using Real-Time Decisions. They can opt for full automation and let Real-Time Decisions handle all decision making. In this case, Real-Time Decisions infers segmentation and uses automation to make decisions about what content to display to the site visitor. Or, marketers can opt for a more controlled approach and specify performance goals that will help steer the Real-Time Decisions model in the direction of desired business objectives such as maximizing revenue or maximizing conversions. Together, Oracle WebCenter Sites and Oracle Real-Time Decisions provide marketers with the ability to determine the best approach for realizing their segmentation and targeting objectives, whether that means managing the process manually or by instituting some level of automation

Oracle WebCenter Sites + Oracle Endeca

If you’re a business that has a large product catalog, integrating faceted search into the web experience can be an effective way for potential customers to dynamically explore your site and find relevant and desired items more quickly and easily. During the product selection process, site visitors want the ability to navigate based on their own unique preferences and to view content and search results that are most relevant to them. Often, the search experience on a website frustrates potential buyers or provides them with too many irrelevant results to wade through. A solution such as Oracle Endeca Guided Search can be integrated with your WebCenter Sites deployment to optimize the search capabilities on your web presence, so you can deliver more precise, more relevant, and more complete results that help guide and influence product selection, leading to increased conversion rates and customer satisfaction.

Oracle WebCenter Sites + Oracle ATG Web Commerce

If your business model includes an eCommerce component, speeding and simplifying the purchase process is critical. A streamlined and efficient online purchase process is vital to preventing shopping cart abandonment. The purchase process can even become another opportunity for engaging customers and influencing them to purchase more or related products; it can also be structured to incentivize customers to take action now through the offer of various promotions. Oracle’s ATG Web Commerce is a top ranked commerce solution that enables you to deliver an engaging and efficient online buying experience. When combined with Oracle WebCenter Sites, these solutions bring together best-in-class web experience management and ecommerce capabilities, assuring that your site visitors have a personalized, interactive, and multichannel experience as make their way through the customer journey.

Oracle WebCenter Sites + Oracle WebCenter Portal

For some business models, online self-service is the primary channel through which business is conducted. In others, online self-service represents an opportunity to lower the cost to serve by migrating customers from high cost customer service channels to the more cost-effective online channel. Oftentimes, in industries like financial services, healthcare, or even government, you’ll want to provide your customers, patients, or constituents with both a public online presence where they can find information and engage with your organization early in the customer journey, and also an online self-service presence that enables your customers to access secure services where they can conduct financial transactions, look up personal health information or take advantage of government services. In cases like this, the combination of Oracle WebCenter Sites and Oracle WebCenter Portal is ideally suited to helping you meet both of these objectives and ultimately deliver an online experience that is unified, consistent and seamless as those visiting your web presence evolve from prospects into active customers.

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On Demand Webcast: How to Connect the Online Customer Experience by Combining Oracle WebCenter Sites with Other Oracle CX Solutions

Are you providing your customers with the best possible browsing, shopping and search experiences across all your marketing and commerce websites? Successful organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey from research to selection to support and follow on purchases. Attend this Webcast to learn how WebCenter Sites can help you:

  • Unify the online customer experience by bringing together best-in-class web experience management, eCommerce, and faceted search capabilities
  • Encourage social interaction by incorporating ratings, comments, reviews and social sharing capabilities into your web presence
  • More easily ingest content feeds from your suppliers and simplify the management of high volumes of detailed product information

View the webcast.

Tuesday Apr 23, 2013

Engage Your Customers and Empower Your Business with Oracle WebCenter Sites

In today’s socially enabled, multichannel online world, individuals increasingly expect their online experiences to be targeted specifically to their interests, to be as social and interactive as their social networking experiences and to be optimized for whatever device type they choose whether a PC, tablet or mobile phone. For Web marketers, this new imperative presents a unique set of challenges when it comes to engaging with their customers online.
Oracle WebCenter Sites helps organizations meet the new Web experience management (WEM) imperative:

Oracle WebCenter Sites enables organizations to deliver a highly relevant and personalized online experience to their customers using intuitive segmentation and targeting capabilities. This allows organizations to deliver the right content to the right site visitor at the right time, maximizing up-sell and cross-selling opportunities while creating an experience that fosters loyalty.

With Oracle WebCenter Sites, organizations can make the experience on the corporate web presence as interactive and community oriented as the experience on social networks. They can also tap into the power of social networks for extending the visibility of their brand and leverage social endorsements to influence purchasing decisions.  User-generated content such as ratings, reviews, comments and polls can be easily incorporated into the web presence.  Social login and social sharing capabilities make it easy for site visitors to contribute user-generated content using their familiar social network ID’s. Content that site visitors like can be easily shared with their social networks in just a few clicks.

Oracle WebCenter Sites also helps organizations solve some of the challenges of multichannel delivery so they can successfully engage site visitors across online channels.  Oracle WebCenter Sites enables centralized management of traditional web and mobile sites.  The online experience can be easily optimized for delivery to thousands of mobile phone and tablets so organizations can engage mobile users more effectively.

Check out the video to see what it's like to experience WebCenter Sites as a site visitor:

Another important focus area of WebCenter Sites is empowering businesses to create and manage engaging online customer experiences on an enterprise scale.

In order to compete effectively and to get online initiatives to market as quickly as possible, marketers and other non-technical business users need the ability to take greater control of the creation and management of the online customer experience. To enable this, WebCenter Sites has transformed the marketing user experience so that site authoring is visual, intuitive and designed for the way that marketers want to work today. When it comes to web authoring in WebCenter Sites, what marketers see is what marketers get.

Capabilities such as comments, reviews, ratings and blogs are integral to engaging site visitors today. Additionally this kind of user-generated content enables visitors to recommend and endorse an organization to others – an invaluable marketing tool in today’s world.  But user-generated content requires some level of moderation and control to safeguard the integrity of the brand.  Oracle WebCenter Sites provides deep, yet simple to use moderation capabilities so that organizations can assure that the dialogue around their brand is a constructive one.

Assuring optimal performance across enterprise web deployments is a critical component of the online customer experience. With Oracle WebCenter Sites, organizations can deliver a highly scalable multisite, multilingual, and multimedia online customer experience. They can execute on a global scale without sacrificing performance. Oracle WebCenter Sites assures rapid, dynamic delivery of high-volume sites, streamlines the management of hundreds of sites, makes it possible to manage vast and complex product catalogs with ease, and seamlessly incorporates digital assets into the online experience through rich media management.

See what it's like to be a marketer using WebCenter Sites to create engaging online customer experiences:

Monday Apr 22, 2013

Mind the Gaps in Your Customer Experience

We all have certain pet peeves about what we experience as customers.  One of mine is the all too common experience of calling a customer service line, waiting an interminable amount of time for an actual human to get on the phone, providing the agent with my account information, describing my problem to that agent, and then being transferred to yet another agent because the first one can’t address my problem. Invariably, this next agent asks me to once again provide my account information and once again describe my problem.  Why isn’t this information communicated to the next rep in the chain so I don’t have to waste my time and repeat myself?  Or better yet, why isn’t that first line rep empowered to help me in the first place.

Many of you may be familiar with “Mind the Gap,” the omnipresent signage in the London Underground that advises subway passengers to take extra care as they cross the gap between the train and the platform.  “Mind the Gap” has even become such a part of London’s iconography that you’ll often find it plastered on t-shirts or other souvenirs. The idea behind “Mind the Gap” is to raise risk awareness among passengers so accidents can be prevented, the Tube can run smoothly and riders can go safely about their business. The call center experience I describe above is riddled with what I consider “customer experience gaps” – little landmines that exist between various touch points and channels of interaction where the risk of customer dissatisfaction is high if care is not taken to make these engagements connected, consistent and meaningful. All too often, businesses fail to “mind the gaps” in their customer experience and allow them to become a source of customer pain, frustration or flight.

Mind the Gap

In recent years, customer experience gaps have only become more plentiful. When I need to make a purchase, my customer journey can take me many places: to a search engine, to a corporate website, to Facebook, or to a store. I may interact with sales people, customer service reps, and other people in my community or in my social network.  Sometimes I gather information on my desktop in my office, or on my iPad from the comfort of my sofa, or from my fantastic new smart phone which is with me pretty much everywhere.   And as I go about my customer journey with a particular brand, I often observe the lack of connection between the various touch points and that’s because many organizations are failing to “mind the gaps” in their customer experience.

In my opinion, these failures aren’t necessarily intentional. If fact, I think organizations are under more and more pressure to “mind the gaps” and get the customer experience right.  Maybe that’s why 22% of respondents in Oracle’s recent Global Customer Experience Survey said that improving the cross-channel experience is the top priority of their organizations’ customer experience program over the next twelve months. One of the problems, however, is that most companies have created systems to address most of these channels and touch points, but they’ve often created them independently, making it difficult to maintain consistent and meaningful interactions with a customer. What companies need to do is examine the infrastructure supporting the customer experience and move away from having these disjointed silos that create customer experience gaps. Oracle can help get you there.  How well are you minding the gaps in your customer experience?


Wednesday Mar 20, 2013

Meet Jeanne Bliss - This Week's Oracle Social Business Thought Leader

So - people often ask us about our Social Business Thought Leaders Series and why we do it.

We believe very strongly in the positive change that is happening today in both how we work and how we live because of the transformation of social business technologies and people's behavior. Things are being driven by cloud technologies, mobile, real-time, video, and big data trends. We think, certainly as a technology vendor, that it isn't all about the technology - that you don't just buy our products - you buy into our strategies for the future and you won't buy into our strategies unless we share the same world view. So we've brought together this webcast series featuring opinion makers and thought leaders from the world of business, marketing, academia and IT to share with you what their research shows about what really is going on in the world and what the implications might be. We'll share some of their analysis about it and then show you, as a senior decision maker in your organization, how you can take advantage of some of those changes and avoid some of the pitfalls.

Of course, to help you avoid some of these pitfalls, we’ve brought together all these core technologies at Oracle under the WebCenter brand to form and build a user engagement platform for social business. We know that you are having to adapt to the trends and changing user expectations, and our goal is to provide you with the ideal solution to meet those demands. 


What is Oracle’s solution? Oracle WebCenter.

This is why we’ve brought together all these core technologies at Oracle under the WebCenter brand to form and build the user engagement platform for social business – connecting people and information. We’ve brought together in a single solution, a combination of enterprise content management, imaging, social networking and collaboration, web experience management, and composite applications and mash-ups, that can be implemented individually or as a platform to address all the needs of engaging your users.

Each of these core capabilities play a significant role in helping you:

  • Increase sales and loyalty with online engagement optimization – whether it be via the web, mobile or social
  • Innovate and engage users by creating composite applications as well as by offering new services online to your customers, partners and employees
  • It also helps you enhance productivity with purposeful collaboration that’s exposed to you when and where you need it
  • And finally WebCenter helps you optimize access to information with an enterprise content management foundation that ensures users can seamlessly view and change content wherever they work.

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Hundreds of companies have customers, who admire them, but only an elite few have true advocates – passionate, vocal, loyal fans – who tell the stories of their experiences and about how much they “love” them. As a teaser for our upcoming Social Business Thought Leader Webcast,  we have a short podcast on our WebCenter Cafe where you'll hear from customer experience expert and author, Jeanne Bliss. Click on the jumping little guy below. You’ll learn a little bit about Jeanne and the evolution of her specialty focus in helping companies shape company culture and uncommon decision making to significantly impact their customers, employees, growth and prosperity. Don't forget to register and join us for the webcast.

Click here to hear Jeanne Bliss Podcast


Friday Mar 08, 2013

Oracle’s Global Customer Experience Survey Reveals the Challenges, Strategies and Lessons Learned for Succeeding in the Customer Experience Era

Today's customers are "plugged in" 24/7. They demand instant access to information and transactional capabilities when they want them, are savvy when it comes to making purchase decisions, and are not afraid to change brands if a company no longer meets their expectations.

How are companies responding to the new environment of rapidly rising customer expectations and disruptive innovations like social, mobile and cloud technologies?

Oracle’s recently released global survey of 1,300 senior-level executives from 18 countries in North America, Europe, Asia Pacific and Latin America yields new insights on the challenges, strategies and lessons learned for succeeding in the customer experience (CX) era.

Register now to access the complete research results

Some of the key research findings include:

  • Brands recognize the significant financial impact of poor customer experiences, yet struggle to develop and execute successful strategies. The report indicates businesses can lose 20% of revenue from poor customer experiences yet many are stuck in an execution chasm.
  • 91% wish to be considered a customer experience leader in their industry yet 37% are just getting started with a formal customer experience initiative.
  • Executives report significant opportunities for improvement when asked to assess their organizations' effectiveness on delivering the experiences that customers expect.
  • Executives cite limitations from inflexible technology, siloed organizations and systems, and insufficient investment as the biggest obstacles to delivering the best possible customer experience.
  • On average, businesses estimate they will increase spending on customer experience technology by 18% in the next two years. Improving the cross-channel experience and customer analytics are top priorities.
The report highlights the need for new approaches to cross the execution chasm and succeed in customer experience. Visit the Global Customer Experience Survey Microsite to download results by industry, region or country or complete the CX assessment survey to see where your organization stands.

Visit the Global Customer Experience Survey Microsite

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Oracle Corporation

Are Your Customers Your Biggest Fans?

Hundreds of companies have customers who admire them, but only an elite few have true advocates who are passionate, vocal, and loyal fans. Hear from customer experience expert and author, Jeanne Bliss, as she reveals the five common decisions these beloved companies make that enable them to thrive in good times and bad.

Attend this webcast to discover:
  • What kind of decisions earn your company beloved status
  • How beloved companies drop the corporate veneer with customers
  • Why uncommon decision making can make a positive impact
Register now for the webcast, The Five Critical Decisions Made by Beloved and Prosperous Companies.
Oracle Fusion Middleware Webcenter logo

Register Now

Date:
March 21, 2013

Time:
10 a.m. PT / 1 p.m. ET

Presented by:

Jeanne Bliss
Jeanne Bliss
President
CustomerBLISS

Hardware and Software Engineered to Work Together

Thursday Mar 07, 2013

Web Experience Management: The Key to Exceptional Online Customer Experience

Today’s customers expect an experience that is both relevant and interactive across web, mobile and social channels. By focusing on creating experiences that demonstrate how well you know your customers, that promote social interactivity, and that allow for anytime, anywhere access across web, mobile and social channels, you can successfully drive customer engagement, and unlock the door to greater sales and loyalty for your business.

The key to delivering the kind of exceptional online customer experiences that can help drive the success of your business is web experience management. A web experience management solution such as Oracle WebCenter Sites, can empower your business to better engage your customers online. With Oracle WebCenter Sites you can:

Create relevant and personalized online experiences

Today, it’s no longer acceptable to deliver a one-size-fits-all online customer experience. Instead, you must demonstrate that you know your customers by providing them with a relevant and personalized online experience that takes their preferences, behavior and past history with your brand into account. Oracle WebCenter Sites provides you with easy to use segmentation and targeting capabilities that will enable you to deliver a more personalized online experience.

Enable social and interactive online experiences

Customers expect their online experience with your brand to be as social and interactive as their experiences on social networks like Facebook and Twitter. To fulfill these expectations, you must provide your customers with plenty of opportunities to interact socially with your brand. This means incorporating user-generated content capabilities such as ratings, reviews, or comments into your web presence and integrating with social networks by enabling social login and social sharing of information on your site. With Oracle WebCenter Sites, you can easily incorporate social computing features into your online experience to drive engagement and foster community.

Deliver optimized experiences for mobile phones and tablets

The online experience is an increasingly mobile experience due to the ubiquity of phones and tablets. To meet the needs of mobile customers, organizations must optimize their web presence for anytime, anywhere delivery to the thousands of different mobile device types that are available. Oracle WebCenter Sites simplifies mobile delivery be enabling you to centrally manage both traditional sites and mobile sites using the same content, navigation and authoring interface.

Empower marketers to manage the online experience

Empowering marketers and other business users to take greater control of the creation, management and moderation of the online customer experience is a prerequisite for delivering the kind of engaging customer experiences that drive sales and loyalty. Oracle WebCenter Sites puts power into the hands of marketers with intuitive and visual site authoring tools that help you get your online initiatives to market faster.

Enable high performance, global online experiences

Assuring optimal performance across enterprise web deployments is a critical component of the online customer experience. With Oracle WebCenter Sites, you can deliver a highly scalable, multisite, multilingual, and multimedia online customer experience. With WebCenter Sites you can assure rapid, dynamic delivery of high-volume sites, streamline the management of hundreds of sites, manage vast and complex product catalogs with ease, and seamlessly incorporate digital assets into the online experience through rich media management.

Connect the online experience with other customer touch points

Customers expect to have a relevant, consistent and engaging experience across all of their touch points with a brand. Oracle WebCenter Sites can be integrated with commerce, faceted search, portal, CRM, BI and other customer experience applications from the Oracle portfolio to deliver a connected and engaging experience across the entire customer journey.

We hope you enjoyed learning more this week about enabling exceptional online customer experiences with Oracle WebCenter Sites. To learn more about Fusion Middleware, please check out other features in the The New Business Imperative: Social, Mobile, Cloud series.

Wednesday Mar 06, 2013

Are You Providing Your Customers with an Engaging Online Experience?

As we saw in Tuesday’s screencast about delivering exceptional online experiences, today's customers expect an online experience with your brand that is personalized, interactive and social. In order to drive sales and loyalty, you need a web experience management solution that empowers your business to easily create and manage contextually relevant, targeted and interactive experiences that are optimized for web, mobile and social channels. Oracle WebCenter Sites can provide you with the capabilities you need to manage large-scale, global online presences that engage and captivate your customers.

Ready to engage?
Learn more today:

  • See a demonstration of the exciting new and enhanced web experience management capabilities in Oracle WebCenter Sites 11g
  • Learn how Ancestry.com uses Oracle WebCenter Sites to deliver an online experience that converts site visitors into paying customers
  • Hear what leading industry analysts have to say about the powerful capabilities of Oracle WebCenter Sites

Monday Mar 04, 2013

The Online Customer Experience Challenge

Web, mobile and social channels have ushered in what Altimeter analyst, Brian Solis, referred to in a recent Oracle WebCenter Social Business Thought Leaders webcast as connected consumers. These connected consumers have more choices, influence and access to online information than ever before. Engaging these customers and earning their sales and loyalty can be a great challenge.

Customers decide how, when, and where they want to engage with your brand--whether it's in the store, over the phone or on the web. They expect you to know who they are and what they need, and to seamlessly recognize them at every touch-point.

Newer channels like social and mobile have significant implications on how customers engage with organizations online and what businesses need to do manage the online channel more efficiently and effectively. Social networking has amplified the customer's voice and peers now have greater influence over buying decisions than traditional marketing. The pervasiveness of cell phones and tablets has also turned the online customer experience into an increasingly mobile experience, bringing with it new challenges for engaging always connected customers who are accessing the online channel with an ever increasing variety of mobile devices. As a result the power has shifted from brands to customers, and the delivery of an engaging online customer experience has become a great challenge for businesses today.

We invite you to learn how you can start engaging these connected customers through exceptional online experiences by viewing this screencast from the New Business Imperative: Social, Mobile, Cloud Series.


Thursday Feb 21, 2013

DO MORE WITH ORACLE WEBCENTER

DO MORE WITH ORACLE WEBCENTER

Whether you’ve established a content infrastructure and you’re ready to build solutions on top; or if you have tactical needs to solve specific business problems, Oracle WebCenter provides out of the box applications and a feature-rich foundation to meet your needs.

The more you plug into key applications and use cases, the more value your content infrastructure provides to the enterprise. Extend your reach, your ROI, and your value to your organization. Set the stage for future innovation.


Enable Employees, Partners, and Customers to Do More With Oracle WebCenter

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

Does Oracle power your portal solution for intranets, self-service portals or community websites? If so, did you know that Oracle WebCenter now also includes comprehensive content, web experience management and social computing capabilities?

Are you providing your customers with engaging online experiences using Oracle? If so, you probably realize that there’s more to exceptional customer engagement than just Web experience management. You must also empower your business by engaging and enabling employees and partners to deliver on customers’ expectations.

Now you can do more with WebCenter than ever before by creating advanced customer facing web solutions to improve customer loyalty and sales by delivering contextual and targeted multi-channel experiences to users across mobile, social and web channels. And you can manage the entire content lifecycle of not just the content in your portals but across your entire company as well.

Join us for this On Demand Series of 3 Webcasts and learn how you can provide a new level of engagement.

Learn how to Do More with Oracle WebCenter:

  • Do More with Oracle WebCenter – Expand Beyond Content Management
  • Do More with Oracle WebCenter - Expand Beyond Web Experience Management
  • Do More with Oracle WebCenter: Expand Beyond Portals

Learn more about how 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
  • Drives sales and loyalty with an engaging cross-channel online experience
  • Enables self-service extranets, intranets and custom application dashboards
  • Enhances productivity with social collaboration
  • Optimizes information access with content management
  • Enables the social business by coordinating collaboration inside and outside the enterprise
  • Improves the online experience by delivering targeted multi-channel customer experiences
  • Manages the complete content lifecycle across all websites, applications and social tools on a strategic enterprise content management platform

What businesses sometimes forget, is that to truly engage your customers, you must also first enable and engage your partners and employees.

Do More with WebCenter, the user engagement platform for social business.

Watch Now: Do More with Oracle WebCenter Series




Monday Feb 18, 2013

I am a customer

Guest Post: Charles Marshall

I am a customer

     Allow me to introduce myself. I am a customer.

     I am the person that makes the economic engine turn. I am the reason you take home a paycheck. I am the reason you are able to feed your family, pay your mortgage, go on vacation, buy a car, and contribute to your church or synagogue. Because of me, gigantic corporations and small businesses alike have risen and flourished. Because of my absence, they have faded from existence.

   The roads you drive on, the police and fireman that protect your community, the teachers that teach your children all exist because of me. Politicians and postal workers, sanitation workers and soldiers all owe their jobs to me. Without me, no taxes would be paid and any and all societal advances would come to a halt.

     The wise come to know, respect, and love me. The foolish disregard my importance and suffer accordingly.

     By the way, you’ll notice that I didn’t introduce myself as your customer. That’s because I don’t belong to you. Even if I make a purchase from you, that doesn’t mean that I will do it again in the future. You are always on trial and I am always evaluating, measuring, and testing your product and service.

     So pay attention to me. Get to know me. Learn my habits. My likes. My dislikes. My desires. My dreams. My values. Learn my language. Learn to recognize my moods.

     Above all, treat me with respect. I will not be ill-treated, and why should I be? There are too many businesses vying for my attention. Every time you turn on the television, open a newspaper, or listen to the radio, you see and hear multitudes of companies competing for my attention. There are too many people who are willing to treat me right in exchange for my business.

  And know this, I am not easily fooled. Businesses treat me right or suffer the consequences. Sooner or later I always discover dishonesty, disrespect, or disinterest. Most of the time, I don’t announce my displeasure. I simply take my business elsewhere.

     Occasionally, we will have disagreements. I don’t like mistakes but I understand that you sometimes make them. The manner in which you handle my complaint determines any future interaction I have with you. And, in my mind, it also determines the character of your business. I rarely ever give you a second chance to make the same mistake twice.

     So, watch for me in your business community. If you’re fortunate enough to see me, do everything in your power to woo me and make me your own, because I hold the key to your financial success. It is no exaggeration to say that when you interact with me, your future hangs in the balance.

Learn me. Know me.

I am a customer.

© 2012 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author.

Visit his Web site at www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.

Friday Feb 15, 2013

WebCenter Customer Spotlight: News Limited

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

News Limited is one of Australia's largest media conglomerate companies, employing more than 8,000 staff nationwide and approximately 3,000 journalists.

Their key challenges were to publish news quickly by non-technical authors, innovate new services faster and handle the very high traffic volume & peak loads of their websites.

News Limited implemented a highly scalable Web Content Management Solution (WCM)  based on Oracle WebCenter Sites which is  now running around 60% of Australia's newspapers.

News Limited is now able to basically re-imagine the story telling process of online news that is not only faster in terms of editorial publishing activity (speed-to-screen) but also one that allows to create higher quality stories.

Non technical users can quickly create & publish up to 2,000 stories per day within a guaranteed publish time of maximum 90 seconds.

At peak time they have up to 300 editors on the system and reach up to  80,000 page hits per second.



Company Overview
News Limited is one of Australia's largest media conglomerate companies, employing more than 8,000 staff nationwide and approximately 3,000 journalists. The publicly listed company's interests span newspaper and magazine publishing, Internet, Pay TV, market research, DVD and film distribution, and film and television production trading assets. News Limited owns approximately 146 daily, Sunday, weekly, bi-weekly and tri-weekly newspapers, of which three are free commuter titles and 102 are suburban publications (including 16 of which News Limited has a 50% interest).

Business Challenges
The world of online news is very competitive and News Limited wanted to stay on the cutting edge and lead this category with an engaging online experience. With the previous Content Management Systems they were not able to publish news quickly (speed-to-screen) nor were they able to innovate as quickly as they wanted and operationally it was getting difficult and expensive to maintain.

Solution Deployed
News Limited implemented a highly scalable Web Content Management Solution (WCM)  based on Oracle WebCenter Sites which is  now running around 60% of Australia's newspapers on this shared platform. The system runs on Java based application servers utilizing local and remote (CDN) cache technologies. 

Business Results

  • News Limited is now  able to basically re-imagine the story telling process of online news and implement a solution that is not only faster in terms of editorial publishing activity (speed-to-screen) but also one that allows to create higher quality stories through content “wizards” and proprietary algorithms. 
  • From an editorial perspective it makes it very easy for their non technical users  to create & publish content and maintain the overall web properties.
  • News Limited  now publishes up to 2,000 stories per day within a garantied publish time of maximum 90 seconds.
  • At peak they have up to 300 editors on the system and reach up to  80,000 page hits per second.

In this video Jason Brock of News Limited talks about how Oracle  WebCenter Sites empowers hundreds of non-technical editorial staff to publish over 60% of Australia’s online news in record time, 

Additional Information

Thursday Feb 14, 2013

Importance of Page-Fragment Caching in Enabling High Performance Websites

Today's guest blog post is from Mariam Tariq, Senior Director of Product Management  for Oracle WebCenter Sites. Mariam has worked in the technology space for over 15 years with a focus in web content management, social marketing, and mobility. She has also held roles in product management, strategy and engineering at Zenprise, Interwoven, and Scientific Atlanta. Mariam holds BS and MS degrees in Electrical Engineering and Computer Science from the Massachusetts Institute of Technology, and an MBA from the University of California at Berkeley.

For most organizations, the online channel is a significant customer touch point which continues to grow in importance year after year.  Delivering a highly responsive website with no downtime ensures there is neither revenue loss nor poor customer experience.  A caching subsystem is a central part of the website delivery system needed to achieve high performance.

While page-level caching is essential for performance, further caching at a fragment level  enables dynamic delivery of the website such that pages can be assembled at runtime when incoming requests are received.  This is especially critical to delivering targeted websites where different users see different content on a page based on his/her visitor attributes such as location, time of day, or registered preferences. It is much more efficient to recompute only the fragments of the page that are different rather than the entire page, as typically only small amounts of data on a page will change.

Oracle WebCenter Sites is a Web Content Management system capable of this type of high scale dynamic delivery. In WebCenter Sites, efficient dynamic delivery is made possible by keeping track of changes to individual web components and dependencies between them. This is followed by just-in-time page assembly and caching of discrete fragments at the edge of the network.  As a result, even when data is managed in traditional relational databases, the page delivery model scales to serve a very high throughput site with a reasonably small hardware footprint.

WebCenter Sites provides two layers of caching known as double-buffered caching: Sites Server cache and Satellite Server cache.  Sites Servers are the core servers that can publish to Satellite Servers. Satellite Servers are remote servers that provide distributed caching and are first to receive the client requests. A typical deployment topology is shown below. If the requested page is not in the Satellite Server cache, it is requested from WebCenter Sites. If WebCenter Sites does not have the page in its cache, it regenerates it and sends it to Satellite Server.  


Figure: Typical WebCenter Sites Deployment Topology

Furthermore, WebCenter Sites communicates asset dependency information to all Sites and Satellite Server nodes. So when individual assets on a page change, each cluster node (in a Sites or Satellite Server cluster) is able to determine where that asset is used and which page fragments should be invalidated. Caching is therefore not limited to only page level. WebCenter Sites caching includes multiple layers of different kinds of cache, each tooled for a specific delivery scenario:  assets, page fragments, and even database queries.

Content Delivery Networks (CDNs) can be used with WebCenter Sites to further increase performance. WebCenter Sites complements CDNs by caching authenticated content not typically cachable by CDNs.  In addition, WebCenter Sites Satellites are an added availability layer that can provide a back up to the CDN as well as act as an additional barrier for intrusion attacks.  For companies with moderate traffic, WebCenter Sites provides a cost effective solution for caching in lieu of using a CDN.

To summarize,  granular caching at a fragment-level ensures a high performing website with reduced cost and hardware footprint. To meet and anticipate performance needs, such a caching strategy should considered when implementing a website.

*****

On Demand Webcast: How Brands Can Survive Digital Darwinism

This is the age of Digital Darwinism – where society and technology evolve faster than your ability to adapt. How well poised is your brand to survive and thrive in this new environment? Watch this webcast to hear Altimeter Group digital analyst and futurist, Brian Solis, discuss the rise of connected consumerism and learn how brands can survive Digital Darwinism by better understanding customer expectations, disruptive technology, and the new opportunities that arise from them. 

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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