Posts Tagged ‘cx’

Yesterday, I attended an insightful session lead by Andrew Baer, SVP Comms and Media Industry of Salesforce, which covered the business opportunities and the real-world successes of a customer experience transformation in the Communications Service Provider industry. Here are the highlights Core to a positive customer experience is that customers expect simpler experiences. The four […]

Integrated Cloud is the new buzz word at Oracle Open World 2016.  Integrated Cloud was all you heard on the streets.  The beauty of the suite of products Oracle has available in the Cloud in many cases integration is not needed.  The Cloud (or sometimes referred to as Fusion) architecture share the same database.  It […]

Henry Nakamura, Senior Customer Experience Manager of Liferay, presented Liferay’s perspective on customer experience at the 2016 Liferay Symposium in the session “Customer Loyalty is Dead.”  The session focused on stressing the importance of customer experience and how Liferay can help you. The amount of data available today drives impacts overall experience, not just price […]

In my last post, I described the methods of reporting from Oracle Cloud (Fusion) Apps.  In that post I illustrated the advantage of using BICS and Data Sync to provide a true Enterprise Data Warehouse due to its abilities to integrate data from all our your cloud, relational, big data and flat file sources.  This […]

Oracle provides multiple ways of reporting from Oracle Cloud (Fusion) Apps.  Oracle HCM Cloud, CX Cloud, SCM Cloud and Cloud ERP all have Oracle Transactional Business Intelligence (OTBI) built into the application.  In addition, Oracle Business Intelligence Cloud Service (BICS) can also access Oracle Cloud application data and load it into the BICS Database via Data Sync.  While […]

Digital transformation is the means of modernizing the systems that businesses use to create, deliver, and sustain meaningful customer experiences. This modernization ensures that businesses remain attuned to their most digitally savvy customers. Businesses that embrace mobile as a critical piece of a larger digital transformation plan will take the lead in their marketplace. In […]

I’m working through some fun interface issues in my Under Armour / HTC Band.  It’s the equivalent of a fitbit but with a few extras that come with a higher price tag.  I use this as an example of how important it is to get the experience right.  You can’t afford to get it wrong […]

“Customer experience” is all the rage these days. And Oracle has got your back. In a recent major release (IP2015) of its Siebel platform, Oracle introduced a function called usage pattern tracking (UPT). It provides insight into user behavior, similar to web analytics. Here’s a summary of UPT’s features: Can be used to analyze system […]

Lloyds Banking Group, a company with 30 million customers under several brands, including Lloyds Bank, Bank of Scotland, and Halifax, has put forth additional cost-saving measures to help the company weather poor economic conditions and to better meet customer expectations. On top of the 9,000 jobs and 200 retail branches the bank outlined to eliminate […]

It’s no secret that customer satisfaction scores go up when customers consistently get what they want. When they have unanswered questions about your products and services, they’re not likely to become your biggest cheerleaders. And, chances are that if your prospects find themselves with questions that can’t be answered, they’re not going to convert. We […]

A while back, I wrote a blog post that shared ways in which the financial services industry can leverage social tools to win over existing customers, cultivate new ones, and become more efficient in their business operations. One example was how Barclays created a new product called Barclaycard Ring, which gives cardmembers the opportunity to […]

It’s time to re-platform, upgrade or simply join the world of Customer Experience Platform site management. You hold internal meetings where rough budgets are set. You meet with potential implementation partners and plan, strategize, repeat. But yet, one piece that I see continually forgotten until late in the process is Site Search. Okay, not forgotten, but certainly […]