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• SaaS Customer Service Matters

  - by charles.knapp

  You probably know that Oracle CRM On Demand goes beyond contact and transaction tracking by providing valuable real-time insights. Do you know that Oracle CRM On Demand also delivers valuable service to our customers? Don't take my word for it. "Prior to Oracle CRM On Demand, we were too busy looking in the rear view mirror on our sales activities and needed a forward-looking tool to maximize sales and coaching opportunities," said Christian Doelle, Vice President Sales & Marketing, MonierLifetile. "After evaluating other organization's solutions, we found Oracle as the most proven with the real-time reporting and detailed reviews of sales opportunities that helped us to address our blind spots. Additionally, we have found throughout our implementation phase that Oracle's commitment to customer attention and service is incomparable." Learn more here about MonierLifetile's experience with Oracle CRM On Demand.

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• Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences

  - by Charles Knapp

  Eighty nine percent of consumers quit a brand after one bad experience. With the high cost of acquiring new customers, what can brand leaders do? At the Loyalty World Conference this week in London, global business leaders such as the co-founder of Ben & Jerry’s shared the latest in how to retain customers and boost advocacy. Melissa Boxer and Sundar Swaminathan of Oracle shared that by taking an outside-in approach, you can deliver a differentiated, loyalty-building experience throughout the customer lifecycle, from researching and selecting through to using and recommending. To transform customer experiences, you need to integrate your brand’s social, marketing, and loyalty functions from the commonplace silos. Three key strategies: Know more and understand, unifying and capturing insights across touch points to better understand who to serve, how to serve, and when to serve.  Connect and engage across social and traditional channels, empowering a relationship ecosystem between social communities, customers, and employees. Make the personalized experience easy and rewarding. Visit us on twitter.com/oraclecrm to learn more useful highlights from the #lwconf conference.

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• How Are Businesses Advancing with the Experience Revolution?

  - by Charles Knapp

  Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution? Find out from the experts at a one-of-a-kind event: the Oracle Customer Experience Summit at Oracle OpenWorld, San Francisco, October 3-5. Our featured speakers are global visionaries including Seth Godin, George Kembel from the Stanford d:School, Bruce Temkin, Kerry Bodine and Paul Hagen from Forrester, and Gene Alvarez from Gartner. Featured industry leaders will include speakers from Athene Group, Bazaarvoice, Comcast, Consortium of Service Innovation, Haworth, Intuit, KPN, Marriott, Nikon, Quicksilver, Royal Caribbean, SapientNitro, Southwest, Stryker, Stuart Concannon, and Twilio. Featured speakers from Oracle will include Oracle President Mark Hurd, Anthony Lye, David Vap, Brian Curran, John Kembel, and Matthew Banks. So, please join us at the Customer Experience Summit at the Oracle OpenWorld Conference.

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• Europe's Largest Customer Engagement Conference

  - by Charles Knapp

  What have Ben & Jerry's, HSBC, Innocent, LoveFilm, Oracle, Orange, Virgin, and other leaders learned about innovating to build customer loyalty? Loyalty World will help you better understand, engage and retain your customers. For example, Oracle's Melissa Boxer will deliver a Keynote on "Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences." Sundar Swaminathan will speak on "Powering Rich Cross-Channel Customer Experiences with Next-Gen Loyalty Programs." You'll learn best practices from global thought leaders who are producing real results. Learn more about the Conference.

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• Consumer Electronics Show (CES):CRM for High Technology Firms

  - by charles.knapp

  The Consumer Electronics Show, opening Thursday, showcases product innovations that stem from best practices in design, manufacturing, and distribution. Oracle and IBM invite you to learn best practices from peers, as well as why it matters to use CRM tailored for high technology firms -- offered only by Oracle. On Wednesday, January 5, 1-7 pm at the Bellagio Hotel Las Vegas, learn from peers at IBM, VTech, Plantronics, Cisco, Symantec, and Oracle about how to improve:Channel sales, marketing, and operations management - maximize new product introductions (NPI), sales, forecasts, training, channel promotions, and settlement Winning the deal - determine the right price for the right deal for the "perfect quote," capture the order, and manage orders Collaborative and rapid supply chain planning - improve agility, inventory turns, and profits Please join us for the Oracle/IBM CES High Technology Summit and make useful connections with your peers at the evening networking reception. Register now for this FREE event.

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• 12/14 IDC Webcast on Insurance Distribution Strategies -- Manage Data and Engage Customers

  - by charles.knapp

  The insurance industry faces unprecedented challenges from new competition, more rigorous regulatory obligations, tighter capital restrictions, and more demanding customers. The winners will be those insurers that can successfully manage complex and disparate data resources to engage successfully with their customers, building trust through outstanding, multi-channel customer service with the insurer and its agents. At the heart of all these issues is the ability of insurers to engage directly with agents and customers using their preferred channels; measure risk and profitability accurately, and quickly to enable swift decision-making; and transform aging IT infrastructure so that the business can drive down costs and protect eroding margins. In this one-hour webcast, moderated by Insurance & Technology Magazine Executive Editor Anthony O'Donnell, you will learn about critical distribution management strategies that work. Join Peter Farley of analyst firm IDC Financial Insights, Scott Mampre of Capgemini, and Srini Venkat of Oracle Insurance to learn ways to maximize improvements to competitiveness, customer service, operating efficiencies - and ultimately profitability and growth. Please join us!

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• How Can You Get More Productive In Life Sciences Sales?

  - by charles.knapp

  Only half of all doctors will meet with pharmaceutical sales reps, and that percentage continues to decrease. Furthermore, when reps are granted an opportunity to share information, the average interaction is only about a minute and a half. Concurrently, call quotas continue to increase. What does this matter? Sales reps need to spend less time on traditional planning and after-call reporting, more time making calls, and make more productive use of short presentation times. Fortunately for sales reps, Oracle offers the first life sciences CRM that is designed to double sales time and halve reporting time. In particular, our new Life Sciences Edition Offline Client is designed so that you can actually turn the screen around, so that your CRM is useful for presentations and not just reporting, whether you are connected to cloud or working offline such as in restricted clinical environments. Watch Piers Evans, Industry Strategy Director, show what this looks like in the day of a typical pharmaceutical sales representative. By use of this code snippet, I agree to the Brightcove Publisher T and C found at https://accounts.brightcove.com/en/terms-and-conditions/. -- This script tag will cause the Brightcove Players defined above it to be created as soon as the line is read by the browser. If you wish to have the player instantiated only after the rest of the HTML is processed and the page load is complete, remove the line. -- brightcove.createExperiences();

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• Pricing: Meet or Beat?

  - by charles.knapp

  My home dishwasher started making some really interesting noises. I heard radio advertisements from two retailers who promised to meet any competitor's price. Then, I heard another retailer promising that their everyday prices beat their competitors. That got me to thinking about the power of pricing and promotions in the marketing mix (product, price, placement, promotions, and people). What is more powerful to say in a competitive market: your company will meet a similar offer, or your company will beat the others? Will you sell more if you meet or if you beat? I found that the retailer who promised to beat the others really had the best everyday pricing. Even better for me, another retailer had an exclusive promotional sale for long-term customers. Their loyalty promotion beat the best everyday discounter. So, I got the quality and performance I wanted at a tremendous price. So, I have two challenges for marketers. First, where you really have to compete on price as a dominant factor, give people strong reasons to do business with you. If you try to meet other's prices, make the leap to actually beat and not merely meet. Second, upgrade your firm's capabilities where needed. Oracle offers a complete range of great CRM software for loyalty management, marketing promotions, and pricing management that will help you to grow your business.

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• Pricing: Meet or Beat?

  - by charles.knapp

  My home dishwasher started making some really interesting noises. It was time to shop. I heard radio advertisements from two retailers who promised to meet any competitor's price. Then, another retailer promised that their everyday prices beat their competitors. That got me to thinking about the power of pricing and promotions in the marketing mix (product, price, placement, promotions, and people). What is more powerful to say in a competitive market: your company will meet a similar offer, or your company will beat the others? Will you sell more if you meet or if you beat? I found that the retailer who promised to beat the others really had the best everyday pricing. I was close to making a purchase. Then, another retailer had an exclusive promotional sale for long-term customers. Their loyalty promotion beat the best everyday discounter. So, I got the quality and performance I wanted at a tremendous price. So, I have two challenges for marketers. First, where you really have to compete on price as a dominant factor, give people strong reasons to do business with you. If you try to meet other's prices, make the leap to actually beat and not merely meet competitor prices. Second, upgrade your firm's capabilities where needed. Oracle offers a complete range of great CRM capabilities for loyalty management, marketing promotions, and pricing management that will help you to grow your business.

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• How Can You Work Smarter In Life Sciences Sales?

  - by charles.knapp

  One major reason why executives keep choosing Oracle CRM On Demand and Siebel CRM is our ongoing investments that deliver comprehensive business process support, tailored "at the factory" for specific industries. For example, life sciences sales in many cases globally follows an indirect, "influence" model, where a medical clinician uses expert working knowledge to prescribe products that are sold by independent pharmacies. Smarter, presentations to clinicians can increase sales. Oracle's life sciences CRM is built for sales reps by sales reps. We worked with representatives at 15 of the top 20 pharmaceutical firms on our latest release. Oracle helps reps work smarter from planning their day to delivering samples and rapidly presenting details to busy clinicians. Watch Piers Evans, Industry Strategy Director, show what this looks like in the day of a typical pharmaceutical sales rep. By use of this code snippet, I agree to the Brightcove Publisher T and C found at https://accounts.brightcove.com/en/terms-and-conditions/. -- This script tag will cause the Brightcove Players defined above it to be created as soon as the line is read by the browser. If you wish to have the player instantiated only after the rest of the HTML is processed and the page load is complete, remove the line. -- brightcove.createExperiences();

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• What Should You Look for In a CRM Demo?

  - by charles.knapp

  I have helped firms evaluate software demos and delivered demos in diverse industries such as manufacturing, healthcare, life sciences, and travel (to name just a few). Here are a few suggestions. First, which vendor has the best fit for your industry? Make sure that the vendor demo staff tell you clearly throughout the demo (not just in a passing comment), what portion of each business process and screen is standard, what has been configured, what has been custom coded, and what has been provided by a partner. If you don't keep asking, what you buy may be less useful than what you saw. This will lead to added (and unbudgeted) costs and time. Second, what are the roles of the primary users? What are their top-most needs, such as exception-oriented dashboards or rapid data entry? Can you get a demo for each key role, showing how the software fits a typical workday? Have the vendor repeatedly tell you what is standard, configured, custom coded, or provided by a partner. Third, how well does the demo balance ease of use with completeness of business processes? One common approach is to hide needed fields or steps that are of low visual value. Another approach is to focus heavily on a visually appealing capability, while downplaying the fit with your key business processes. Result: despite their business acumen, demo attendees may not focus adequately on gaps in business fit So, look for complete disclosure and complete CRM. To arrange a demo from Oracle, please visit http://www.oracle.com/crm.

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• Consumer Electronics Show (CES) Summit:Best Practices in Transforming Channels and Partnerships

  - by charles.knapp

  Expanding consumer demand is driving the entire high technology industry, accompanied by product lifecycles as short as a few months, continued pricing and promotion pressures, and increased globalization. Unifying global channel management, operations, and execution flow will increase efficiency and growth. IT can help, but one must think beyond generic ERP and CRM. Please join Oracle and IBM at the Bellagio Hotel in Las Vegas, Wednesday January 5, 1-7 pm. Learn from IBM, VTech, Plantronics, Cisco, Symantec and Oracle High Tech Product Strategy how to improve:Channel sales, marketing, and operations management - enhance NPI, sales, forecasts, training, promotion planning, execution and settlement Winning the deal - determining the right price for the right deal for the "perfect quote", capturing the order and order management Collaborative and rapid supply chain planning - improve agility, inventory turns, and profits Register now for this FREE event. We hope you'll join us for our Oracle High Technology CES Summit and networking reception with your peers.

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• Webinar: Integrated Sales & Marketing - An Impossible Dream?

  - by charles.knapp

  Are you making the most of the latest B2B marketing thinking? Are your marketing tactics, your outbound email campaigns and your SEO generating enough of the prospects and leads that your sales teams need? Are your sales and marketing functions aligned and working together with optimised results? In this Webinar with MarketingWeek Magazine, find out how: - To ensure your marketers create and deliver consistently effective, and targeted campaigns - You can triple the customer intelligence your marketers gather, ensuring your sales teams are better informed and qualified than ever before - Generate up to 200% growth in lead volume and start measuring marketing effectiveness against increase in sales and size of an average deal - And hear how BPI OnDemand has delivered integrated sales & marketing across industries, with results such as 100% ROI on system cost for Heal's after just one campaign

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• Webcast: Navigating the Future of Customer Service

  - by Charles Knapp

  Customer service is set to change dramatically over the next five years – and now is the time to ensure you have the tools to help you succeed. On  Wednesday, June 13, join Oracle and Forrester Research to discover what the future holds and learn how you can: Empower your agents Delight your customers Shape your customer service future Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.

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• How Do Top Performing High Tech Companies Measure Online Marketing Success?

  - by Charles Knapp

  You might expect a focus on Net Promoter scores, open rates, and click metrics. The real answers from top performers may surprise you. I've been working for a few months with Aberdeen Group and colleagues from IBM and Oracle to survey high technology firms worldwide on best practices in marketing and channel sales effectiveness.  Now, we will share the results of our original customer research in a new white paper and webcast. Register today to learn how leading High Tech companies are increasing their Return on Marketing Investment (ROMI) and growing channel sales revenue. Discover how top performing high tech companies manage and use customer data, measure marketing spend effectiveness, and support internal and channel sales. Learn how best in class high tech companies use enterprise data throughout their customer lifecycle -- messaging to leads, selling to prospects, and serving customers. Our speakers will be: Peter Ostrow, Research Director - Sales Effectiveness, Aberdeen Group David Lasher, Global Business Services Partner, IBM Jonathan Oomrigar, Vice President, Global High Technology Business Unit, Oracle Reserve your place now! This global webinar is on Tuesday, November 15, 10-11 am PST / 1-2 pm EST / 6-7 GMT / 7-8 CET

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• 11/15 Webinar: How Top High Tech Companies Grow Channel Revenue and ROMI

  - by Charles Knapp

  See the results of recent Aberdeen research on best practices in sales and marketing effectiveness. Discover how top performing high tech companies manage and use enterprise customer data, measure marketing spend effectiveness, and support internal and channel sales throughout their customer lifecycle -- messaging to leads, selling to prospects, and serving customers. Our speakers will be: Peter Ostrow, Research Director - Sales Effectiveness, Aberdeen Group David Lasher, Global Business Services Partner, IBM Jonathan Oomrigar, Vice President, Global High Technology Business Unit, Oracle Reserve your place now! This global webinar is on Tuesday, November 15, 10-11 am PST / 1-2 pm EST / 6-7 GMT / 7-8 CET

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• What Can You Do When You Need More Than Just CRM?

  - by charles.knapp

  Sometimes a company needs more than just CRM to grow profitably. What if you also need ERP for streamlining the rest of your operations? Unlike CRM-only companies, Oracle can help you - today. For example, Myriad Genetics was an early pioneer and is currently a global life sciences leader in the exciting field of molecular diagnostic products. To keep pace with company growth, Myriad needed to integrate disparate systems and automate paper-based processes. Furthermore, Myriad needed to increase sales pipeline visibility to maximize customer service. Myriad selected Oracle CRM On Demand and E-Business Suite ERP applications. As a result, Myriad standardized sales processes, ensured greater visibility into the pipeline, and improved customer service. Read more here about Myriad and their business results.

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• Create a Loyalty Program That Sticks - Thursday 30 Minute Webcast

  - by Charles Knapp

  Loyalty programs don't necessarily translate into loyal or profitable customers. What are market leaders doing to retain customers? Webcast Alert: Live complimentary webcast, Creating a Holistic Loyalty Program That Sticks, on Thursday, 11/15 at 1:00-1:30 pm EST. Southwest Airlines joins 1to1 Media to share insights on developing loyalty programs that are focused on customer needs and preferences. Hope to see you there! 

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• 11/28 Webinar: How Marketers Are Crafting Customer Experiences

  - by Charles Knapp

  According to recent studies by Sirius Decisions and the CEB, 70% of the consumer buying journey is complete before a salesperson becomes involved. Business customers complete 57% of their buying journey without a salesperson. So, what are savvy marketers doing to stay involved in the customer journey?  Marketers are at the epicenter of turning "big data" into insights that are acted upon by the company and customers. Drawing upon social, transactional, and online behavioral insights, marketers are making customer interactions easier and more rewarding. Marketers are personalizing and innovating customer connections across new channels and devices, especially for interactions that span channels. Learn more about three key innovation strategies in an informative webcast sponsored by the Internet Marketing Association, University of California Irvine Extension, and Oracle on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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• Customer Experience Metrics That Matter Most

  - by Charles Knapp

  When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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• Avoiding the Black Hole of Leads

  - by Charles Knapp

  Sales says, "Marketing doesn’t deliver enough qualified leads. So, we generate 90% of our own leads." Meanwhile, Marketing says, "We generate most of the leads. But, Sales doesn’t contact them quickly enough, while the lead is still interested." According to Sirius Decisions: Up to 90% of leads never make it to closure Sales works on only 11% of the leads supplied by Marketing Only 18% of the leads Sales accepts convert to opportunities Yet, 45% of prospects typically buy a product from someone within 12 months The root cause of these commonplace complaints is a disconnect between the funnels of marketing and sales. Unfortunately, we often see companies with an assortment of poorly integrated marketing tools. It takes too long and too many people to move the data around, scrub it, upload it from one system to another, and get it routed to the right sales teams. As a result, leads fall through the cracks, contextual information is lost, and by the time sales actually contacts a customer it may be too late. Sales automation alone is not enough. Marketing automation (including social) is not enough. Sales and Marketing must work together. It’s time to connect the silos of marketing and sales pipelines and analytics. It’s time for integrated Sales and Marketing automation. Integrated pipelines improve lead quality and timeliness. Marketing systems can track a rich set of contextual information about a prospect–self-disclosed information about interests, content viewed, and so on. This insight can equip the sales rep with rich information to make a face-to-face conversation more relevant and more likely to convert to the next stage in the sales process. Integrated lead to revenue (LTR) management provides end-to-end visibility, enabling the company to measure what is working. Marketing can measure its impact on revenue and other business outcomes, and sales can harness and redirect marketing investments to areas where they most help achieve sales objectives. It’s a win-win play. Marketing delivers more leads that are qualified, cuts cost per lead, and demonstrates a strong Return on Marketing Investment (ROMI). Sales spends more time with warm leads and less time on cold calls, achieves higher close rates, and delivers more revenue. Learn more by attending our Integrated Sales and Marketing session at the upcoming CloudWorld conferences. Or, visit our Sales and Marketing Cloud Service site for videos and other learning resources.

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• Aberdeen 10/25 Webcast: Service Excellence and the Path to Business Transformation

  - by Charles Knapp

  The uncertain economy has had a sustained impact on service organizations and processes. The impact has contributed to new complexities - new customer engagement channels, enhanced user and customer expectations, rapidly evolving technologies, increased competition, and increased compliance and regulatory mandates. Yet many organizations have embraced these challenges by investing in and transforming customer service to evolve, differentiate, and thrive under current constraints. What is their secret? Transforming Support Centers into Profit Centers According to the recent Aberdeen research report, “Service Excellence and the Path to Business Transformation”, service is now viewed as a strategic profit center at nearly 70% of organizations. As customers demand improved service, in terms of speed, efficiency and reliability, an organization's success has become increasingly dependent on optimizing the customer ownership experience. Those service organizations focused on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates.  Don't miss this opportunity to learn how to transform to provide the next generation of service offerings. Click here to register now for the webcast and download a complimentary copy of this informative new research paper.

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• What Is the Experience Revolution – and Why Does it Matter?

  - by Charles Knapp

  Customer experience is how your customer perceives the sum of their interactions with your organization throughout their buying, service delivery, and ownership experiences. In our highly connected online, phone, social, and mobile interactions, it’s easy to lose a dissatisfied customer – who can readily dissuade future customers. Nevertheless, great brand experiences still deliver top margins and low-cost repeat business. The Experience Revolution seamlessly connects customer-facing interactions with employee-facing CRM transactions. While your organization has invested in some of these capabilities, how well do the pieces work for your customers? Is it time for your organization to join the Experience Revolution? We invite you to join Oracle President Mark Hurd for an incredible, educational evening on June 25, from 6:00 – 9:00 p.m. in New York City.  Attend to see and learn: What leading brands do to win over customers How to unlock the value of customer experiences The bottom-line effect of great experiences Why doing nothing is not an option

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• 11/28 Thought Leaders Webinar: Marketing Strategies for Great Customer Experiences

  - by Charles Knapp

  With the growing use of mobile and social, it's tempting to bolt on these new channels to existing processes. However, that piecemeal approach may not lead to satisfying customer experiences or solid returns on investments. Furthermore, the volume of information businesses have access to is growing exponentially. Is this leading to better business insight and customer experiences? Join the Internet Marketing Association, The University of California at Irvine, and Oracle as we discuss marketing strategies that will help your customers have better experiences with your brand. You'll learn effective strategies for harnessing the power of "big data" to know more and understand your customers better, empowering customers and employees to make every interaction easy and rewarding, and adapting the customer experience to connect and engage effectively with each customer. Our speakers are Melissa Boxer, Vice President of Product Strategy, Oracle Cloud and CX Applications, who is a conference keynote speaker on integrated social marketing and loyalty analytics, and Dean Abbott, CEO of Abbott Analytics, who is a thought leader in commercial predictive analytics. This learning opportunity takes place on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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• Calling Knowledge Workers: Make a Difference in the User Experience

  - by Charles Knapp

  Do you consider yourself a knowledge worker? Do you have ideas of how to make CRM software work smarter so you don't have to work harder? The Oracle Middleware User Experience team will be conducting customer feedback focus groups at Oracle OpenWorld, October 1-3. All it takes is a couple of hours or less for us to learn from you. Customer participation helps Oracle develop outstanding products and solutions. Knowledge workers of all types are invited to participate: Finance, Sales, Human Resources, Marketing, Recruiters, Budget Managers, Project & Product Managers and more. To participate in these sessions you do not have to be registered for Oracle OpenWorld. If you or someone you know is interested in participating, please email muxtesting_us at oracle.com with your name, company, job title, work and mobile phone numbers with country code, and email address.

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