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• How to write a decent process filter?

  - by konr

  Hi there, I'm building a program that communicates with Emacs, and one of the challenges I'm facing is writing Emacs's process filter function. Its input string is a series of s-expressions to be evaluated. Here is a sample: (gimme-append-to-buffer "25 - William Christie dir, Les Arts Florissants - Scene 2. Prelude - Les Arts Florissants\n") (gimme-append-to-buffer "26 - William Christie dir, Les Arts Florissants - Cybele: 'Je Veux Joindre' - Les Arts Florissants\n") (gimme-append-to-buffer "27 - William Christie dir, Les Arts Florissants - Scene 3. Cybele: 'Tu T'Etonnes, Melisse' - Les Arts Florissants\n") (gimme-append-to-buffer "28 - William Christie dir, Les Arts Florissants - Cybele: 'Que Les Plus Doux Zephyrs'. Scene 4. - Les Arts Florissants\n") (gimme-append-to-buffer "29 - William Christie dir, Les Arts Florissants - Entree Des Nations - Les Arts Florissants\n") (gimme-append-to-buffer "30 - William Christie dir, Les Arts Florissants - Entree Des Zephyrs - Les Arts Florissants\n") (gimme-append-to-buffer "31 - William Christie dir, Les Arts Florissants - Choeur Des Nations' 'Que Devant Vous' - Les Arts Florissants\n") (gimme-append-to-buffer "32 - William Christie dir, Les Arts Florissants - Atys: 'Indigne Que Je Suis' - Les Arts Florissants\n") (gimme-append-to-buffer "33 - William Christie dir, Les Arts Florissants - Reprise Du Choeur Des Nations : 'Que Devant Nous' - Les Arts Florissants\n") (gimme-append-to-buffer "34 - William Christie dir, Les Arts Flor*emphasized text*issants - Reprise De L'Air Des Zephyrs - Les Arts Florissants\n") The first problem that I've faced is that the string is somehow not fully formed when the function is so called, so writing something like (mapcar 'eval (format "(%s)" input-string)) won't work. To deal with this first problem, I was using a loop. The full function I wrote is: (defun eval-all-sexps (s) (loop for x = (ignore-errors (read-from-string s)) then (ignore-errors (read-from-string (substring s position))) while x summing (or (cdr x) 0) into position doing (eval (car x)))) Now the second problem that showed up is that the function is called twice with a somewhat large input, first with valid but partial content, then with what looks like pieces of the remaining data. To solve this problem, I'm considering using a junk variable to hold up what remains from a loop and then concatenating it to the input of the next call, but I was wondering if you guys have any other suggestions on how to deal with such a problem more elegantly. Thanks!

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• Disconnected Online Customer Experience? Connect It with Oracle WebCenter

  - by Christie Flanagan

  Engage. Empower. Optimize. Today's customers have higher expectations and more choices than ever before. Successful organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey. This requires a new approach that connects and optimizes all customer touch points as they research, select and transact with your brand. Attend this webcast to learn how Oracle WebCenter: Works with Oracle ATG Commerce and Oracle Endeca to deliver consistent and engaging browsing, shopping and search experiences across all of your customer facing websites Enables you to optimize the performance of your online initiatives through integration with Oracle Real-Time Decisions for automated targeting and segmentation Connects with Siebel CRM to maintain a single view of the customer and integrate campaigns across channels Register now for the Webcast. Register Now Thurs., November 8, 2012 10 a.m. PT / 1 p.m. ET Presented by: Joshua DuhlSenior Principal Product ManagerOracle WebCenter Christie FlanaganDirector of Product MarketingOracle WebCenter

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• Learn How Ancestry.com Helps Families Uncover Their History with Oracle WebCenter

  - by Christie Flanagan

  Delivering Exceptional Online Customer ExperiencesAncestry.com is the world’s largest online family history resource, providing an engaging and interactive customer experience to more than 1.7 million members. With smart search technology, a wealth of learning resources, and a worldwide community of family history enthusiasts, Ancestry.com helps people discover their roots and tell their unique family stories. Key to Ancestry.com’s success has been the delivery of an online customer experience that converts site visitors into paying subscribers and keeps them coming back. To help achieve this goal, Ancestry.com turned to Oracle’s Web experience management solution, Oracle WebCenter Sites. Join us as executives from Ancestry.com and Oracle discuss how Oracle’s Web experience management solution is helping them deliver engaging online experiences. Learn how: Ancestry.com selected Oracle WebCenter Sites to meet their demanding Web experience management requirements The company was able to get up and running quickly despite a complex technology stack and challenging integration requirements with legacy systems Ancestry.com empowered business users to manage the online experience and significantly reduce time to market for their online campaigns and initiatives Register now for the Webcast. REGISTER NOW Thursday,June 28, 201210 a.m. PT / 1 p.m. ET Presented by: Blane Nelson Chief Architect–Applications,Ancestry.com Christie FlanaganDirector of Product Marketing, Oracle WebCenter Sites,Oracle

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• Google indexed my main site's content under subdomains

  - by Christie Angelwitch

  Google is indexing top level domain content as though it belongs on subdomains and I want to disable this. My site has wildcards enabled and we also have two subdomains with unique content. The first subdomain serves as a blog, the second one has only one page. Both have backlinks. Google has indexed content from the main site under the subdomains as well. Let's say that we have a page at example.com/page.html . The same page has also been indexed as subdomain.example.com/page.html as well and sometimes ranks better than the one located at the main site. The thing is that we never placed this content at the subdomain. I've thought about adding canonical tags at the subdomains to help with the duplicate content issue. How can I stop Google from indexing those pages? I don't even know how Google found those, since we never placed them at the subdomains.

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• Catch Oracle Today and Tomorrow at Forrester’s Customer Experience Forum 2012 East

  - by Christie Flanagan

  Continuing our coverage of the customer experience revolution this week, don’t miss a chance to catch up with Oracle at Forrester’s Customer Experience Forum 2012 East today and tomorrow in New York City. The theme for this year’s Forum is “Outside In: The Power Of Putting Customers At The Center Of Your Business” and will take a look at important questions surrounding how to transform your company in order to take best advantage of the customer experience revolution: Why is customer experience the greatest untapped source of cost savings and increased revenue today? What is the key to understanding and taking control of your customer experience ecosystem? What are the six essential customer experience disciplines? Which companies have adopted best-in-class customer experience practices? How do customer experience strategies drive differentiating activities and processes at top companies? Which organizations appoint a chief customer officer to lead their customer experience efforts? What is the future of customer experience? How can you design an enterprise wide customer experience? How can you measure the results of your customer experience efforts? As a gold sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forum.  Here are some of the highlights:Oracle Speaking SessionTuesday, June 26, 2:10pm – 2:40pmThe Customer And YOU — Today’s Winners Are Defined By Customer ExperienceAnthony Lye, Senior Vice President of Customer Relationship Management, OracleCome hear Anthony Lye, Senior Vice President of Customer Relationship Management at Oracle, explain how leading companies are investing in customer experience solutions to enrich all interactions between a customer and their company. He will discuss Oracle's vision for transforming your customer engagement, insight, and execution into a connected, personalized, and rewarding experience across all touchpoints and interactions. He will demonstrate how great customer experiences generate real business results by attracting more customers, retaining more customers, and generating more sales while improving operational efficiency.Solution ShowcaseTuesday, June 26th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase11:45am – 1:15pm - Networking Lunch an Dessert in the Solutions Showcase2:40pm – 3:25pm - Afternoon Break in the Solutions Showcase5:30pm – 7:00pm - Networking Reception in the Solutions ShowcaseWednesday, June 27th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase12:20pm -1:20pm - Networking Lunch and Dessert in the Solutions ShowcaseWe hope to see you there! Webcast: Learn How Ancestry.com Delivers Exceptional Online Customer Experience with Oracle WebCenterDate: Thursday, June 28, 2012Time: 10:00 AM PDT/ 1:00 PM EDT Ancestry.com is the world’s largest online family history resource, providing an engaging customer experience to more than 1.7 million members. With a wealth of learning resources and a worldwide community of family history enthusiasts, Ancestry.com helps people discover their roots and tell their family stories. Key to Ancestry.com’s success has been the delivery of an online customer experience that converts site visitors into paying subscribers and keeps them coming back. Register now to learn how Ancestry.com delivers an exception customer experience using Oracle WebCenter Sites. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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• Oracle OpenWorld Preview: Real World Perspectives from Oracle WebCenter Customers

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} If you frequent the Oracle WebCenter blog you’ve probably read a lot about the customer experience revolution over the last few months.  An important aspect of the customer experience revolution is the increasing role that peers play in influencing how others perceive a product, brand or solution, simply by sharing their own, real-world experiences.  Think about it, who do you trust more -- marketers and sales people pitching polished messages or peers with similar roles and similar challenges to the ones you face in your business every day? With this spirit in mind, this polished marketer personally invites you to hear directly from Oracle WebCenter customers about their real-life experiences during our customer panel sessions at Oracle OpenWorld next week.  If you’re currently using WebCenter, thinking about it, or just want to find out more about best practices in social business, next-generation portals, enterprise content management or web experience management, be sure to attend these sessions: CON8899 - Becoming a Social Business: Stories from the Front Lines of Change Wednesday, Oct 3, 11:45 AM - 12:45 PM - Moscone West - 3000Priscilla Hancock - Vice President/CIO, University of Louisville Kellie Christensen - Director of Information Technology, Banner EngineeringWhat does it really mean to be a social business? How can you change your organization to embrace social approaches? What pitfalls do you need to avoid? In this lively panel discussion, customer and industry thought leaders in social business explore these topics and more as they share their stories of the good, the bad, and the ugly that can happen when embracing social methods and technologies to improve business success. Using moderated questions and open Q&A from the audience, the panel discusses vital topics such as the critical factors for success, the major issues to avoid, how to gain senior executive support for social efforts, how to handle undesired behavior, and how to measure business impact. This session will take a thought-provoking look at becoming a social business from the inside. CON8900 - Building Next-Generation Portals: An Interactive Customer Panel DiscussionWednesday, Oct 3, 5:00 PM - 6:00 PM - Moscone West - 3000Roberts Wayne - Director, IT, Canadian Partnership Against CancerMike Beattie - VP Application Development, Aramark Uniform ServicesJohn Chen - Utilities Services Manager 6, Los Angeles Department of Water & PowerJörg Modlmayr - Head of Product Managment, Siemens AGSocial and collaborative technologies have changed how people interact, learn, and collaborate, and providing a modern, social Web presence is imperative to remain competitive in today’s market. Can your business benefit from a more collaborative and interactive portal environment for employees, customers, and partners? Attend this session to hear from Oracle WebCenter Portal customers as they share their strategies and best practices for providing users with a modern experience that adapts to their needs and includes personalized access to content in context. The panel also addresses how customers have benefited from creating next-generation portals by migrating from older portal technologies to Oracle WebCenter Portal. CON8898 - Land Mines, Potholes, and Dirt Roads: Navigating the Way to ECM NirvanaThursday, Oct 4, 12:45 PM - 1:45 PM - Moscone West - 3001Stephen Madsen - Senior Management Consultant, Alberta Agriculture and Rural DevelopmentHimanshu Parikh - Sr. Director, Enterprise Architecture & Middleware, Ross Stores, Inc.Ten years ago, people were predicting that by this time in history, we’d be some kind of utopian paperless society. As we all know, we're not there yet, but are we getting closer? What is keeping companies from driving down the road to enterprise content management bliss? Most people understand that using ECM as a central platform enables organizations to expedite document-centric processes, but most business processes in organizations are still heavily paper-based. Many of these processes could be automated and improved with an ECM platform infrastructure. In this panel discussion, you’ll hear from Oracle WebCenter customers that have already solved some of these challenges as they share their strategies for success and roads to avoid along your journey. CON8897 - Using Web Experience Management to Drive Online Marketing SuccessThursday, Oct 4, 2:15 PM - 3:15 PM - Moscone West - 3001Blane Nelson - Chief Architect, Ancestry.comMike Remedios - CIO, ArbonneCaitlin Scanlon - Product Manager, Monster WorldwideEvery year, the online channel becomes more imperative for driving organizational top-line revenue, but for many companies, mastering how to best market their products and services in a fast-evolving online world with high customer expectations for personalized experiences can be a complex proposition. Come to this panel discussion, and hear directly from customers on how they are succeeding today by using Web experience management to drive marketing success, using capabilities such as targeting and optimization, user-generated content, mobile site publishing, and site visitor personalization to deliver engaging online experiences. Your Handy Guide to WebCenter at Oracle OpenWorld Want a quick and easy guide to all the keynotes, demos, hands-on labs and WebCenter sessions you definitely don't want to miss at Oracle OpenWorld? Download this handy guide, Focus on WebCenter. More helpful links: * Oracle OpenWorld* Oracle Customer Experience Summit @ OpenWorld* Oracle OpenWorld on Facebook * Oracle OpenWorld on Twitter* Oracle OpenWorld on LinkedIn* Oracle OpenWorld Blog

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• Oracle OpenWorld Preview: Oracle WebCenter Sessions You Won’t Want to Miss

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} The beginning of Oracle OpenWorld is only a few short days away. This week on the WebCenter blog, we’ll focus in on the sessions you definitely don’t want to miss while you’re in San Francisco next week.  Monday, October 1 will be a day focused on strategy.  Here are the sessions you want to add to your calendar: CON8268 - Oracle WebCenter Strategy: Engaging Your Customers. Empowering Your Business Monday, Oct 1, 10:45 AM - 11:45 AM - Moscone West – 3001 Start things off with Oracle WebCenter’s Christian Finn, Senior Director of Evangelism and Roel Stalman, VP of Product Management to learn more about the Oracle WebCenter strategy, and to understand where Oracle is taking the platform to help companies engage, customers, empower employees, and enable partners. This session will also feature Richard Backx, Business IT Architect/Consultant, for the Dutch telecom, KPN. Richard has played a key role in the roll-out of WebCenter products for KPN’s multibrand portals with a specific focus on creating the best customer journey platform for all the company’s digital channels. Business success starts with ensuring that everyone is engaged with the right people and the right information and can access what they need through the channel of their choice—web, mobile, or social. Are you giving customers, employees, and partners the best-possible experience? Come learn how you can! Dig deeper into WebCenter’s strategy for its ECM, portal, web experience management and social collaboration in the following sessions: CON8270 - Oracle WebCenter Content Strategy and Vision Monday, Oct 1, 12:15 PM - 1:15 PM - Moscone West – 3001 Oracle WebCenter Content provides a strategic content infrastructure for managing documents, images, e-mails, and rich media files. With a single repository, organizations can address any content use case, such as accounts payable, HR onboarding, document management, compliance, records management, digital asset management, or Website management. In this session, learn about future plans for how Oracle WebCenter will address new use cases as well as new integrations with Oracle Fusion Middleware and Oracle Applications, leveraging your investments by making your users more productive and error-free. CON8269 - Oracle WebCenter Sites Strategy and Vision Monday, Oct 1, 1:45 PM - 2:45 PM - Moscone West - 3009 Oracle’s Web experience management solution, Oracle WebCenter Sites, enables organizations to use the online channel to drive customer acquisition and brand loyalty. It helps marketers and business users easily create and manage contextually relevant, social, interactive online experiences across multiple channels on a global scale. In this session, learn about future plans for how Oracle WebCenter Sites will provide you with the tools, capabilities, and integrations you need in order to continue to address your customers’ evolving requirements for engaging online experiences and keep moving your business forward. CON8271 - Oracle WebCenter Portal Strategy and Vision Monday, Oct 1, 3:15 PM - 4:15 PM - Moscone West - 3001 To innovate and keep a competitive edge, organizations need to leverage the power of agile and responsive Web applications. Oracle WebCenter Portal enables you to do just that, by delivering intuitive user experiences for enterprise applications to drive innovation with composite applications and mashups. Attend this session to learn firsthand from Oracle WebCenter Portal customers like the Los Angeles Department of Water and Power, extend the value of existing enterprise applications, business processes, and content; delivers a superior business user experience; and maximizes limited IT resources. CON8272 - Oracle Social Network Strategy and Vision Monday, Oct 1, 4:45 PM - 5:45 PM - Moscone West - 3001 One key way of increasing employee productivity is by bringing people, processes, and information together—providing new social capabilities to enable business users to quickly correspond and collaborate on business activities. Oracle WebCenter provides a user engagement platform with social and collaborative technologies to empower business users to focus on their key business processes, applications, and content in the context of their role and process. Attend this session to hear how the latest social capabilities in Oracle Social Network are enabling organizations to transform themselves into social businesses.Attention WebCenter Customers: Last Day to RSVP for WebCenter Customer Appreciation Reception Oracle WebCenter partners Fishbowl Solutions, Fujitsu, Keste, Mythics, Redstone Content Solutions, TEAM Informatics, and TekStream invite Oracle WebCenter customers to a private cocktail reception at one of San Francisco's finest hotels. Please join us and fellow Oracle WebCenter customers for hors d'oeuvres and cocktails at this exclusive reception. Don't miss this opportunity to meet and talk with executives from Oracle WebCenter product management and product marketing, and premier Oracle WebCenter partners. We look forward to seeing you! RSVP today.

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• Can’t Miss Webinar: The Nine Cs of Customer Engagement

  - by Christie Flanagan

  In recent years, we’ve seen social media evolve from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value.  Yet, with the onset of social media fatigue, time seems to be running out for businesses to make the most out of this important channel for customer engagement. Attend our upcoming webcast to hear industry analyst R “Ray” Wang of Constellation Research explain how to apply the nine Cs of customer engagement. Hosted by Senior Director of Evangelism for Oracle WebCenter, Christian Finn, this webcast promises a lively discussion where you'll learn: How to overcome social media fatigue and make the most of the medium Why engagement is the most critical factor in the age of overexposure The nine pillars of successful customer engagement This event is part of our Social Business Thought Leaders Webcast Series featuring industry experts with leading perspectives about how social tools, technology, and the changing workplace are affecting businesses today. You can register for upcoming webcasts or view past webcasts on demand here.

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• Taking AIIM at Social

  - by Christie Flanagan

  Today 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.  

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• Why It Is So Important to Know Your Customer

  - by Christie Flanagan

  Over the years, I endured enough delayed flights, air turbulence and misadventures in airport security clearance to watch my expectations for the air travel experience fall to abysmally low levels. The extent of my loyalty to any one carrier had more to do with the proximity of the airport parking garage to their particular gate than to any effort on the airline’s part to actually earn and retain my business. That all changed one day when I found myself at the airport hoping to catch a return flight home a few hours earlier than expected, using an airline I had flown with for the first time just that week.  When you travel regularly for business, being able to catch a return flight home that’s even an hour or two earlier than originally scheduled is a big deal. It can mean the difference between having a normal evening with your family and having to sneak in like a cat burglar after everyone is fast asleep. And so I found myself on this particular day hoping to catch an earlier flight home. I approached the gate agent and was told that I could go on standby for their next flight out. Then I asked how much it was going to cost to change the flight, knowing full well that I wouldn’t get reimbursed by my company for any change fees. “Oh, there’s no charge to fly on standby,” the gate agent told me. I made a funny look. I couldn’t believe what I was hearing. This airline was going to let my fly on standby, at no additional charge, even though I was a new customer with no status or points. It had been years since I’d seen an airline pass up a short term revenue generating opportunity in favor of a long term loyalty generating one.  At that moment, this particular airline gained my loyal business. Since then, this airline has had the opportunity to learn a lot about me. They know where I live, where I fly from, where I usually fly to, and where I like to sit on the plane. In general, I’ve found their customer service to be quite good whether at the airport, via call center and even through social channels. They email me occasionally, and when they do, they demonstrate that they know me by promoting deals for flights from where I live to places that I’d be interested in visiting. And that’s part of why I’m always so puzzled when I visit their website.Does this company with the great service, customer friendly policies, and clean planes demonstrate that they know me at all when I visit their website? The answer is no. Even when I log in using my loyalty program credentials, it’s pretty obvious that they’re presenting the same old home page and same old offers to every single one of their site visitors. I mean, those promotional offers that they’re featuring so prominently  -- they’re for flights that originate thousands of miles from where I live! There’s no way I’d ever book one of those flights and I’m sure I’m not the only one of their customers to feel that way.My reason for recounting this story is not to pick on the one customer experience flaw I've noticed with this particular airline, in fact, they do so many things right that I’ll continue to fly with them. But I did want to illustrate just how glaringly obvious it is to customers today when a touch point they have with a brand is impersonal, unconnected and out of sync. As someone who’s spent a number of years in the web experience management and online marketing space, it particularly peeves me when that out of sync touch point is a brand’s website, perhaps because I know how important it is to make a customer’s online experience relevant and how many powerful tools are available for making a relevant experience a reality. The fact is, delivering a one-size-fits-all online customer experience is no longer acceptable or particularly effective in today’s world. Today’s savvy customers expect you to know who they are and to understand their preferences, behavior and relationship with your brand. Not only do they expect you to know about them, but they also expect you to demonstrate this knowledge across all of their touch points with your brand in a consistent and compelling fashion, whether it be on your traditional website, your mobile web presence or through various social channels.Delivering the kind of personalized online experiences that customers want can have tremendous business benefits. This is not just about generating feelings of goodwill and higher customer satisfaction ratings either. More relevant and personalized online experiences boost the effectiveness of online marketing initiatives and the statistics prove this out. Personalized web experiences can help increase online conversion rates by 70% -- that’s a huge number.1  And more than three quarters of consumers indicate that they’ve made additional online purchases based on personalized product recommendations.2Now if only this airline would get on board with delivering a more personalized online customer experience. I’d certainly be happier and more likely to spring for one of their promotional offers. And by targeting relevant offers on their home page to appropriate segments of their site visitors, I bet they’d be happier and generating additional revenue too. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}  ***** If you're interested in hearing more perspectives on the benefits of demonstrating that you know your customers by delivering a more personalized experience, check out this white paper on creating a successful and meaningful customer experience on the web.  Also catch the video below on the business value of CX in attracting new customers featuring Oracle's VP of Customer Experience Strategy, Brian Curran. 1 Search Engine Watch 2 Marketing Charts

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• Customer Experience Online Forum

  - by Christie Flanagan

  Missed Oracle’s Customer Experience Online Forum?  Don’t worry. You can still catch the sessions at your convenience. Watch the Customer Experience Online Forum on demand to hear from Bruce Tempkin, a leading expert in customer experience, as well as other thought leaders and they delve into topics such as the ROI of customer experience and strategies for winning over customers.  Simply register to gain access to these sessions and more: The Customer Experience RevolutionCustomer experience has become the most important and defensible differentiator for your business. The customer experience is a journey that transcends all customer touchpoints and stages of the customer lifecycle. Discover where you are in the journey, identify how to begin optimizing the experience you deliver your customers, and join the Revolution.The ROI of Customer ExperienceBruce Temkin, Customer Experience Transformist & Managing Partner, Temkin GroupResearch of US and UK customers demonstrates a high correlation between a positive customer experience and loyalty. A successful customer interaction increases the willingness to buy more and to recommend your company. US companies can gain $380 million over three years by providing an optimized customer experience. This session will help companies determine the business impact that customer experience has on their specific business. Integrating Marketing and Loyalty to Deliver Great Customer ExperiencesNew 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. Learn how leading brands are using Oracle's marketing solutions to harness big data and better understand their customers, extend their marketing reach into social channels, and retain their high value customers through more rewarding customer experience.Where to Start Your Organization's RevolutionThe process of crafting a great customer experience starts with understanding customers and their goals. This session helps you to begin mapping a sound customer experience strategy, describing the intended experience and kinds of processes that create differentiation. The ROI of Customer Experience: A Tempkin Group Insight Report Did you know that customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend? Did you know that even a modest increase in customer experience can translate into millions of dollars gained? Learn more about the ROI of customer experience in this free report.

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• Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

  - by Christie Flanagan

  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 SessionThursday, April 19, 9:15am – 9:55amMaximize Customer Engagement and Retention with Integrated Marketing & LoyaltyMelissa Boxer, Vice President, Oracle CRM Marketing & LoyaltyCustomers 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 ShowcaseWednesday, April 1810:20am – 11:50am 12:30pm – 1:30pm2:55pm – 3:40pmThursday, April 199:55am – 10:40am12:00pm – 1:00pmSolution Showcase & Networking ReceptionWednesday, April 185:10pm – 6:20pmBe 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.

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• Oracle’s Web Experience Management

  - by Christie Flanagan

  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. 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.

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• Oracle OpenWorld Preview: Get Your Hands Dirty with Oracle WebCenter

  - by Christie Flanagan

  Feel like getting your hands dirty with Oracle WebCenter during Oracle OpenWorld next week?  Roll up your sleeves and sharpen you skills sets by mastering Oracle WebCenter technology in one of our Hand-On Labs.  These labs are self-paced, practical learning sessions where you’re guaranteed to discover new ways to derive maximum benefits from Oracle WebCenter.  Experts will be available in person to answer questions and guide you through each lab. HOL10208 - Add Social Capabilities to Your Enterprise Applications Monday, Oct 1, 12:15 PM - 1:15 PM - Marriott Marquis - Salon 1/2 Oracle Social Network enables you to add real-time collaboration capabilities into your enterprise applications, so that conversations can happen directly within your business systems. In this hands-on lab, you will try out the Oracle Social Network product to collaborate with other attendees, using real-time conversations with document sharing capabilities. Next you will embed social capabilities into a sample Web-based enterprise application, using embedded UI components. Experts will also write simple REST-based integrations, using the Oracle Social Network API to programmatically create social interactions.HOL10194 - Enterprise Content Management Simplified: Oracle WebCenter Content’s Next-Generation UI Tuesday, Oct 2, 11:45 AM - 12:45 PM - Marriott Marquis - Salon 1/2Regardless of the nature of your business, unstructured content underpins many of its daily functions. Whether you are working with traditional presentations, spreadsheets, or text documents—or even with digital assets such as images and multimedia files—your content needs to be accessible and manageable in convenient and intuitive ways to make working with the content easier. Additionally, you need the ability to easily share documents with coworkers to facilitate a collaborative working environment. Come to this session to see how Oracle WebCenter Content’s next-generation user interface helps modern knowledge workers easily manage personal and enterprise documents in a collaborative environment.HOL10207 - Build an Intranet Portal with Oracle WebCenter Tuesday, Oct 2, 1:15 PM - 2:15 PM - Marriott Marquis - Salon 1/2 Wednesday, Oct 3, 3:30 PM - 4:30 PM - Marriott Marquis - Salon 1/2In this hands-on lab, you’ll work with Oracle WebCenter Portal and Oracle WebCenter Content to build out an enterprise portal that maximizes the productivity of teams and individual contributors. Using browser-based tools, you’ll manage site resources such as page styles, templates, and navigation. You’ll edit content stored in Oracle WebCenter Content directly from your portal. You’ll also experience the latest features that promote collaboration, social networking, and personal productivity.HOL10206 - Oracle WebCenter Sites 11g: Transforming the Content Contributor Experience Wednesday, Oct 3, 5:00 PM - 6:00 PM - Marriott Marquis - Salon 1/2Oracle WebCenter Sites 11g makes it easy for marketers and business users to contribute to and manage Websites with the new visual, contextual, and intuitive Web authoring interface. In this hands-on lab, you will create and manage content for a sports-themed Website, using many of the new and enhanced features of the 11g release. See Your Favorite WebCenter Products in Action Visit us in the exhibition hall to see demonstrations of WebCenter products.  Demo pod locations are in Moscone South, Right: Oracle Social Network: S-244 Oracle WebCenter Content: S-246, S245 Oracle WebCenter Sites: S-247 Oracle WebCenter Portal: S-249 More Info: Oracle OpenWorld Oracle WebCenter Focus On Guide Oracle Customer Experience Summit @ OpenWorld

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• Attention NYC Area Marketers: Don't Miss This Executive Breakfast on Brand Building in the Digital Era

  - by Christie Flanagan

  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. 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

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• You Say You Want a (Customer Experience) Revolution

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} rev-o-lu-tion [rev-uh-loo-shuhn] noun 1. a sudden, radical or complete change 2. fundamental change in the way of thinking about or visualizing something; a change of paradigm 3. a changeover in use or preference especially in technology <the computer revolution> Lately, I've been hearing an awful lot about the customer experience revolution.  Tonight Oracle will be hosting The Experience Revolution, an evening of exploration and networking with customer experience executives in New York City where Oracle President Mark Hurd will introduce Oracle Customer Experience, a cross-stack suite of customer experience products that includes Oracle WebCenter and a number of other Oracle technologies. Then on Tuesday and Wednesday, the Forrester Customer Experience Forum East also kicks off in New York City where they'll examine how businesses can "reap the full business benefits of the customer experience revolution." So, are we in the midst of a customer experience revolution? As a consumer, I can answer that question with a definitive “yes.” When I bought my very first car, I had a lot of questions. How do I know if I’m paying a fair price? How do I know if this dealer is honest? Why do I have to sit through these good cop, bad cop shenanigans between sales and sales management at the dealership? Why do I feel like I’m doing these people a favor by giving them my business? In the end the whole experience left me feeling deeply unsatisfied. I didn’t feel that I held all that much power over the experience and the only real negotiating trick I had was to walk out, which I did, many times before actually making a purchase. Fast forward to a year ago and I found myself back in the market for a new car. The very first car that I bought had finally kicked the bucket after many years, many repair bills, and much wear and tear. Man, I had loved that car. It was time to move on, but I had a knot in my stomach when I reflected back on my last car purchase experience and dreaded the thought of going through that again. Could that have been the reason why I drove my old car for so long? But as I started the process of researching new cars, I started to feel really confident. I had a wealth of online information that helped me in my search. I went to Edmunds and plugged in some information on my preferences and left with a short list of vehicles. After an afternoon spent test driving the cars my short list, I had determined my favorite – it was a model I didn’t even know about until my research on Edmunds! But I didn’t want to go back to the dealership where I test drove it. They were clearly old school and wanted me to buy the way that they wanted to sell. No thanks! After that I went back online. I figured out exactly what people had paid for this car in my area. I found out what kind of discount others were able to negotiate from an online community forum dedicated to the make and model. I found out how the sales people were being incentivized by the manufacturer that month. I learned which dealers had the best ratings and reviews. This was actually getting exciting. I was feeling really empowered. My next step was to request online quotes from the some of the highest rated dealers but I already knew exactly how much I was going to pay. This was really a test for the dealers. My new mantra was “let he who delivers the best customer experience win.” An inside sales rep from one dealer responded to my quote request within a couple of hours. I told him I had already decided on the make and model and it was just a matter of figuring out who I would buy it from. I also told them that I was really busy and wouldn’t set foot in the dealership unless we had come to terms beforehand. Lastly, I let him know that I’d prefer to work out the details via email. He promised to get back to me shortly with a detailed quote. Over the next few days I received calls from other dealers. One asked me a host of questions that I had already answered in their lengthy online form. Another blamed their website performance issues for their delay in responding to my request. But by then it didn’t really matter because I’d already bought the car days before from the dealer who responded to me first and who was willing to adjust their sales process to accommodate my buying one. So, yes, I really do believe we are in the midst of a customer experience revolution. And every revolution leaves some victorious and other vanquished. Which side do you want to be on when it comes to the customer experience revolution?

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• The Customer Experience Revolution is Now

  - by Christie Flanagan

  To conclude this week’s focus on customer experience, I’ll end by recapping how my week began in New York City at The Experience Revolution. We all know that customers increasingly call the shots, and that winning or losing depends on how well we manage to meet their expectations. Today’s customers have a multitude of choices and are quick to jump ship following a poor experience. As a result, delivering an experience that is relevant, interactive, engaging, and consistent across channels and fostering rewarding relationships are increasingly important to business success.  It is only through exceptional customer experiences that companies can expect to acquire new customers and maintain their loyalty.  Over 400 of us gathered at Gotham Hall on Monday night to hear Oracle President Mark Hurd introduce Oracle Customer Experience, a cross-stack suite of customer experience products that include Oracle RightNow CX Cloud Service, Oracle Endeca, Oracle ATG Web Commerce, Oracle WebCenter,Oracle Siebel CRM, Oracle Fusion CRM, Oracle Social Network, and Oracle Knowledge Management. I'd encourage you check out this video to hear Mark explain why having a good product isn't good enough in the wake of the customer experience revolution. The Experience Revolution event itself was designed to deliver the kind of rich experience that sticks with you, using an interactive gallery of customer experience to deliver an individualized experience to each attendee through a combination of touch screens and near field communication technology.  Over the coming weeks we’ll share some of these customer experience vignettes with you. In the interim, you can learn more about Oracle Customer Experience solutions here.

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• Will Your Brand Survive the Age of Digital Darwinism?

  - by Christie Flanagan

  It’s the end of business as usual.  Trends such as the mobile web, social media, gamification and real-time are forcing businesses to rethink the way they operate.  At the same time, people are embracing a new digital culture across ever expanding networks.  Together, these trends have given rise to a new breed of connected consumer, one that is ready to shake the very foundation of business today.  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? Attend 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. You will learn: How brands are being redefined in the digital consumer landscape and what they can do to create and steer these experiences Why consumer influence is growing and how businesses can use this to their advantage How to connect with a rising audience through new touchpoints between consumers, brands, and influencers Why you need to create a culture of change to earn trust, influence and significance among today’s connected customers Register now.

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• Defining Your Online Segmentation and Targeting Strategy

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} A lot of times, companies will put online segmentation and targeting on the back burner because they don’t know where to start. Often, I’ve heard web managers say that their segments aren’t well understood yet, so they can’t really deliver personalized online experiences that are meaningful. This lack of complete understanding means that they don't really bother to try. But, I don’t think you necessarily need to have an elaborate segmentation and targeting strategy already in place to start delivering a more relevant online customer experience. Sometimes it helps to think of how segmentation and targeting might solve some of the challenges your sites visitors are currently experiencing on your web presence, rather than doing nothing and waiting until a fully baked segmentation strategy lands in your inbox.  For example, perhaps you have a broad and varied service offering that makes it difficult for site visitors to easily find the solutions that are most relevant for them.  How can segmentation and targeting help solve this problem?  Or maybe it’s like the airline I described in Monday’s post where the special deals featured on the home page are only relevant to site visitors from a couple of cities.  Couldn’t segmentation and targeting help them to highlight offers on their home page that are relevant to a larger share of their site visitors? Your early segmentation and targeting efforts do not need to be complicated.  There are simple ways to start delivering a more relevant online customer experience, even if you’re dealing with anonymous site visitors.  These include targeting content to site visitors based on: Referral: Deliver targeted content to your site visitors that is based on where they came from or the search term they used to find your site Behavior:  Deliver content to your site visitors that is related or similar to content they’ve clicked on already Location:  Deliver content your site visitors that is most relevant for their geographic location (this would solve that pesky airline home page problem described above) So as you can see, there really are some very simple ways in which you can start improving your online customer experience using very basic segmentation and targeting methods.  One thing to keep in mind as you start to define you segmentation and targeting strategy is that there are many different types of attributes or combinations of attributes upon which you can base your segmentation and targeting strategy.  In addition to referral, behavior and location, other attributes that you should consider are: Profile Information:  What profile information do you know about this customer already?  Perhaps they provided some information on their interests and preferences when they first registered with your site. Time:  What time is it and how does that impact what my site visitors are looking for or trying to do? Demographics: What are my site visitors’ ages, incomes or ethnicities? Which attributes you select to include in your segmentation strategy will depend on your unique business needs and objectives.  Attributes such as behavior or referral may not be the most important targeting criteria depending on your situation. For example, if you’re a newspaper you might know that certain visitors are sports fans based on their profile information.  You can create a segment for sports fans and target sports related content to that segment of your readership online.  Or perhaps, a reader is browsing stories that are related to politics; you can use that visitor’s behavior to assign him or her to a segment for those interested in politics. From there you can recommend more stories to that visitor based on their interest in politics. For an airline, the visitor’s location may be a more important attribute. By detecting the visitor’s location, you can assign them to an appropriate segment and then target special flights and offers to them based on their likely departure airport. As you can see, there are many practical ways that you can start improving the experience your customers receive on your web presence using fairly basic segmentation and targeting techniques. If you want to learn more about segmentation and targeting using Oracle’s web experience management solution, check out this helpful video that demonstrates these powerful capabilities in Oracle WebCenter Sites. ***** On Demand Webcast Featuring Brian Solis of Altimeter Group Trends such as the mobile web, social media, gamification and real-time are changing customer behavior and expectations. In this new environment, many businesses will struggle. Some will fall by the wayside, while others learn to adapt and thrive. Watch this on demand webcast with Altimeter Group digital analyst and author, Brian Solis, and discover what your organization needs to know about how to compete in the new era of Digital Darwinism. View now.

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• Oracle Customer Experience Summit @ OpenWorld

  - by Christie Flanagan

  This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives. If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today:Using the Online Customer Experience to Drive Engagement and Marketing Success Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - GeorgianMariam Tariq - Senior Director Product Management, Oracle Stephen Schleifer - Senior Principal Product Manager, Oracle Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives.Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan ABStephen Fioretti - VP, Product Management, Oracle Peter Doolan - Group Vice President, Sales Engineering, Oracle Andrew Kershaw - Sr Director Business Development, Oracle Marty Marcinczyk - VP Customer Experience Engineering, Comcast A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.

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• Oracle OpenWorld Preview: Oracle WebCenter Customer Appreciation Reception

  - by Christie Flanagan

  Attention Oracle WebCenter Customers!  Don't Miss the Oracle WebCenter Customer Appreciation Reception Oracle WebCenter partners Fishbowl Solutions, Fujitsu, Keste, Mythics, Redstone Content Solutions, TEAM Informatics, and TekStream invite you to a private cocktail reception at one of San Francisco's finest hotels. Please join us and other Oracle WebCenter customers for hors d'oeuvres and cocktails at this exclusive reception. Don't miss this opportunity to meet and talk with executives from Oracle WebCenter product management and product marketing, and premier Oracle WebCenter partners. We look forward to seeing you! RSVP Now If you are an Oracle WebCenter customer, please RSVP to surveymonkey.com/s/OOW12 by September 26, 2012. You will receive an e-mail notification from [email protected] confirming your attendance for this event. Sponsored by: If you are an employee or official of a government organization, please click here for important ethics information regarding this event.

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• Transform Your Portal Experience and Optimize Online Engagement

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} 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.

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• Oracle OpenWorld Preview: Let's Get Social and Interactive

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} On this blog, we often write about getting social and interactive.  Usually, we’re talking about how to create a social business or how to make the customer experience more social and interactive.  Today’s topic is about getting social and interactive as well. But this time we’re talking about getting social and interactive the old fashioned way, face-to-face at Oracle OpenWorld with fellow Oracle WebCenter customers, partners and experts and the broader Oracle community.  Here are some great ways to get social at OpenWorld outside of the exhibition halls and meeting rooms: Oracle OpenWorld Welcome Reception - Sponsored by FujitsuSunday, September 30, 7:00 p.m.–8:30 p.m.Yerba Buena Gardens & Howard Street Tent You’ll definitely want to attend the Opening Ceremonies for Oracle OpenWorld 2012 on Sunday, September 30. Centered in Yerba Buena Gardens (YBG) and shimmying out to other venues, the Opening Ceremonies are not to be missed. Join other attendees for great food and drink, energizing music, networking opportunities, and more. While you’re at YBG (home of ORACLE TEAM USA’s America’s Cup Pavilion), be sure to meet the sailors who will be defending the 34th America’s Cup in 2013. Get a good look at the 161-year old Trophy itself—the oldest trophy still being contested in international sport. And at the AC72 boat display, view a model of the largest wingsail ever built. Oracle WebCenter Customer Appreciation ReceptionTuesday, October 2, 6:30 p.m.—9:30 p.m.The Palace Hotel, Rallston BallroomThose Oracle WebCenter customers who’ve RSVP’d to attend the Oracle WebCenter Customer Appreciation Reception shouldn’t miss this private cocktail reception at one of San Francisco’s finest hotels. Sponsored by Oracle WebCenter partners Fishbowl Solutions, Fujitsu, Keste, Mythics, Redstone Content Solutions, TEAM Informatics, and TekStream, this evening will provide plenty of time to interact with other WebCenter customers, partners and employees over hors d'oeuvres and cocktails. Oracle Appreciation Event – Sponsored by CSC, Fujitsu and IntelWednesday, October 3, 7:30 p.m.—1:00 a.m.Treasure Island, San Francisco On Wednesday night October 3, Treasure Island will be engineered to rock as the Oracle Appreciation Event gets revved up and attendees get rolling. As always at the Oracle Appreciation Event, there will be unlimited refreshments, fun and games, the most awesome views of San Francisco from just about anywhere, and top notch entertainment.  Past performers read like a veritable who’s who of the rock and roll elite. Join us—it's our way of saying thanks to you for supporting Oracle and our flagship conference. Complimentary shuttle service to and from Treasure Island will be provided, so all you have to worry about is having a rocking night of your own. Oracle OpenWorld Music FestivalSeptember 30-October 4, Check schedule for venues and times.Oracle presents the first annual Oracle OpenWorld Musical Festival, featuring some of today’s breakthrough musicians from around the country and the world including Macy Gray, Joss Stone, Jimmy Cliff and The Hives. It’s five nights of back-to-back performances in the heart of San Francisco. Registered Oracle conference attendees get free admission, so remember your badge when you head to a show. With limited space at some venues, these concerts are first-come, first-served. So mark your calendars and get ready for the music to begin. See you there!I hope this give you an idea of the many opportunities to socialize and interact with the Oracle community at OpenWorld, and if you’re a music lover like me, you’re in for a special treat as we debut our first annual Oracle OpenWorld Music Festival.  Check out the links below for more information on these events and the many featured performers: Reflections from the Young Prisms A Brief Soul Session with Joss Stone Mixing It Up with Blues Mix Red Meat’s Music is Rare and Well Done The English Beat’s Dave Wakeling Gets Philosophical Top Ten Reasons to Attend the Oracle Appreciation Event There’s Magic in the Air, There’ll Be Music Everywhere Looking forward to seeing you at OpenWorld!

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• You're Invited to a TEAM Informatics Webinar

  - by Christie Flanagan

  Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} 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.

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• The Numbers of Customer Experience

  - by Christie Flanagan

  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.

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