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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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• 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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• The “Customer” Experience Revolution is Here

  - by Natalia Rachelson

  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;} A guest post by Anthony Lye, SVP, Oracle Development The Experience Revolution is here, and we are going to explore and celebrate our new customer experience ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision. The Experience Revolution is best described as today’s era of the empowered consumer. For those of us who work with customers on a daily basis, we know that the modern consumer demands fast, accurate, consistent information across all communication channels. And if they don’t like the services received can easily take to social channels to voice disapproval. For this reason, organizations today operate in an environment where traditional methods of differentiation are less effective and customer experience has become the primary driver of business value. Here’s some food for thought, according to the 2011 Customer Experience Impact (CEI) Report, a full 89 percent of consumers will switch brands for a better customer experience. In short, in today’s era of the empowered consumer, delivering excellent customer experiences is what will, and is, defining the next great brands. At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to: Engage customers with a consistent, connected and personalized brand experience across all channels and devices Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience. We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City. You can register for The Experience Revolution here. And if you haven’t already joined the conversation on Twitter, please do: #OracleCX, #ExperienceRevolution

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• Translatability Guidelines for Usability Professionals

  - by ultan o'broin

  There is a clearly a demand for translatability guidelines aimed at usability professionals working in the enterprise applications space, judging by Google Analytics and the interest generated in the Twitterverse by my previous post on the subject. So let's continue the conversation. I'll flesh out each of the original points a bit more in posts over the coming weeks. Bear in mind that large-scale enterprise translation is a process. It needs to be scalable, repeatable, maintainable, and above meet the requirements of automation. That doesn't mean the user experience needs to suffer, however. So, stay tuned for some translatability best practices for usability professionals....

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• How does a programmer without a degree gain experience? [on hold]

  - by user96872

  Having a few years of experience is a must for many programming jobs nowadays. If one does not have a college degree but would like to get some experience with programming (with some prior knowledge, say, in JavaScript, PHP and Python), what are some ways to gain the experience that employers seek? I know about personal projects, but how about team experience and everything that goes along with it? Would I need to volunteer somewhere?

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• Getting into a technology which requires experience when you have no experience

  - by dotnetdev

  It seems that Sharepoint is a technology which is very hard to get into. All the jobs in this tech require experience in working with it (Eg 2 years development experience in MOSS). If I wanted to get into this - but had no job that used the tech, how can I get experience in it to get an experienced job? Jobs state you need "2 years professional experience in MOSS 2007" but then if you have never done it, you won't get the job. The only possible way is you will be doing this at home and not in a team, but if you work in the mean time, that will negate this (it's not like teamworking is tech specific). Many people think if you decide to make a project at home you're just going to play about aimlessly rather than work to specs (where as in my current situation it's vice versa) but if you're dedicated, like me, you would write them - just not with the same presentation. Would employers treat experience at home as professional experience? Biztalk is another prime example of this. Thanks

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• Games Localization: Cultural Points

  - by ultan o'broin

  Great article about localization considerations, this times in the games space. Well worth checking out. It's rare to see such all-encompassing articles about localization considerations aimed at designers. That's a shame. The industry assumes all these things are known. The evidence from practice is that they're not and also need constant reinforcement. We're not in the games space in enterprise applications yet. However, there may be a role for them in the training space but also in CRM, building relationships and contacts. Beyond the obvious considerations, check out the cultural aspects of games localization too. For example, Zygna's offerings, which you might have played on Facebook: Zynga, which can lay claim to the two most popular social games on Facebook - FarmVille and CityVille - has recently localized both games for international audiences, and while CityVille has seen only localization for European languages, FarmVille has been localized for China, which involved rebuilding the game from the ground up. This localization process involved taking into account cultural considerations including changing the color palette to be brighter and increasing the size of the farm plots, to appeal to Chinese aesthetics and cultural experience. All the more reason to conduct research in your target markets, worldwide.

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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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• Text Expansion Awareness for UX Designers: Points to Consider

  - by ultan o'broin

  Awareness of translated text expansion dynamics is important for enterprise applications UX designers (I am assuming all source text for translation is in English, though apps development can takes place in other natural languages too). This consideration goes beyond the standard 'character multiplication' rule and must take into account the avoidance of other layout tricks that a designer might be tempted to try. Follow these guidelines. For general text expansion, remember the simple rule that the shorter the word is in the English, the longer it will need to be in English. See the examples provided by Richard Ishida of the W3C and you'll get the idea. So, forget the 30 percent or one inch minimum expansion rule of the old Forms days. Unfortunately remembering convoluted text expansion rules, based as a percentage of the US English character count can be tough going. Try these: Up to 10 characters: 100 to 200% 11 to 20 characters: 80 to 100% 21 to 30 characters: 60 to 80% 31 to 50 characters: 40 to 60% 51 to 70 characters: 31 to 40% Over 70 characters: 30% (Source: IBM) So it might be easier to remember a rule that if your English text is less than 20 characters then allow it to double in length (200 percent), and then after that assume an increase by half the length of the text (50%). (Bear in mind that ADF can apply truncation rules on some components in English too). (If your text is stored in a database, developers must make sure the table column widths can accommodate the expansion of your text when translated based on byte size for the translated character and not numbers of characters. Use Unicode. One character does not equal one byte in the multilingual enterprise apps world.) Rely on a graceful transformation of translated text. Let all pages to resize dynamically so the text wraps and flow naturally. ADF pages supports this already. Think websites. Don't hard-code alignments. Use Start and End properties on components and not Left or Right. Don't force alignments of components on the page by using texts of a certain length as spacers. Use proper label positioning and anchoring in ADF components or other technologies. Remember that an increase in text length means an increase in vertical space too when pages are resized. So don't hard-code vertical heights for any text areas. Don't be tempted to manually create text or printed reports this way either. They cannot be translated successfully, and are very difficult to maintain in English. Use XML, HTML, RTF and so on. Check out what Oracle BI Publisher offers. Don't force wrapping by using tricks such as /n or /t characters or HTML BR tags or forced page breaks. Once the text is translated the alignment will be destroyed. The position of the breaking character or tag would need to be moved anyway, or even removed. When creating tables, then use table components. Don't use manually created tables that reply on word length to maintain column and row alignment. For example, don't use codeblock elements in HTML; use the proper table elements instead. Once translated, the alignment of manually formatted tabular data is destroyed. Finally, if there is a space restriction, then don't use made-up acronyms, abbreviations or some form of daft text speak to save space. Besides being incomprehensible in English, they may need full translations of the shortened words, even if they can be figured out. Use approved or industry standard acronyms according to the UX style rules, not as a space-saving device. Restricted Real Estate on Mobile Devices On mobile devices real estate is limited. Using shortened text is fine once it is comprehensible. Users in the mobile space prefer brevity too, as they are on the go, performing three-minute tasks, with no time to read lengthy texts. Using fragments and lightning up on unnecessary articles and getting straight to the point with imperative forms of verbs makes sense both on real estate and user experience grounds.

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• User Experience Fundamentals

  - by ultan o'broin

  Understanding what user experience means in the modern work environment is central to building great-looking usable applications on the desktop or mobile devices. What better place to start a series of blog posts on such Applications User Experience team enablement for customers and partners than by sharing what the term really means, writes team member Karen Scipi. Applications UX have gained valuable insights into developing a user experience that reflects the experience of today’s worker. We have observed real workers performing real tasks in real work environments, and we have developed a set of new standards of application design that have been scientifically proven to be beneficial to enable today’s workers. We share such expertise to enable our customers and partners to benefit from our insights and to further their return on investment when building Oracle applications. So, What is User Experience? ?The user interface (UI) is about the on-screen user context provided by the layout of widgets (such as icons, fields, and buttons and more) and the visual impact of colors, typographic choices, and so on. The UI comprises the “look and feel” of the application that users interact with, and reflects, in essence, the most immediate aspects of usability we can now all relate to.  User experience, on the other hand, is about understanding the whole context of the world of work, how workers go about completing tasks, crossing all sorts of boundaries along the way. It is a study of how business processes and workers goals coincide, how users work with technology or other tools to get their jobs done, their interactions with other users, and their response to the technical, physical, and cultural environment around them. User experience is all about how users work—their work environments, office layouts, desk tools, types of devices, their working day, and more. Even their job aids, such as sticky notes, offer insight for UX innovation. User experience matters because businesses needs to be efficient, work must be productive, and users now demand to be satisfied by the applications they work with. In simple terms, tasks finished quickly and accurately for a business evokes organization and worker satisfaction, which in turn makes workers feel good and more than willing to use the application again tomorrow. Design Principles for the Enterprise Worker The consumerization of information technology has raised the bar for enterprise applications. Applications must be consistent, simple, intuitive, but above all contextual, reflecting how and when workers work, in the office or on the go. For example, the Google search experience with its type-ahead keyword-prompting feature is how workers expect to be able to discover enterprise information, too. Type-ahead in PeopleSoft 9.1 To build software that enables workers to be productive, our design principles meet modern work requirements about consistency, with well-organized, context-driven information, geared for a working world of discovery and collaboration. Our applications must also behave in a simple, web-like way just like Amazon, Google, and Apple products that workers use at home or on the go. Our user experience must also reflect workers’ needs for flexibility and well-loved enterprise practices such as using popular desktop tools like Microsoft Excel or Outlook as required. Building User Experience Productively The building blocks of Oracle Fusion Applications are the user experience design patterns. Based on the Oracle Fusion Middleware technology used to build Oracle Fusion Applications, the patterns are reusable solutions to common usability challenges that ADF developers typically face as they build applications, extensions, and integrations. Developers use the patterns as part of their Oracle toolkits to realize great usability consistently and in a productive way. Our design pattern creation process is informed by user experience research and science, an understanding of our technology’s capabilities, the demands for simplification and intuitiveness from users, and the best of Oracle’s acquisitions strategy (an injection of smart people and smart innovation). The patterns are supported by usage guidelines and are tested in our labs and assembled into a library of proven resources we used to build own Oracle Fusion Applications and other Oracle applications user experiences. The design patterns library is now available to the ADF community and to our partners and customers, for free. Developers with ADF skills and other technology skills can now offer more than just coding and functionality and still use the best in enterprise methodologies to ensure that a great user experience is easily applied, scaled, and maintained, whether it be for SaaS or on-premise deployments for Oracle Fusion Applications, for applications coexistence, or for partner integrations scenarios.  Oracle partners and customers already using our design patterns to build solutions and win business in smart and productive ways are now sharing their experiences and insights on pattern use to benefit your entire business. Applications UX is going global with the message and the means. Our hands-on user experience enablement through ADF  is expanding. So, stay tuned to Misha Vaughan's Voice of User Experience (VOX) blog and follow along on Twitter at @usableapps for news of outreach events and other learning opportunities. Interested in Learning More? Oracle Fusion Applications User Experience Patterns and Guidelines Library Shout-outs for Oracle UX Design Patterns Oracle Fusion Applications User Experience Design Patterns: Productivity Realized

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• Purple Cows, Copernicus, and Shampoo – Lessons in Customer Experience

  - by Christina McKeon

  What makes a great customer experience? And, why should you or your organization care? These are the questions that set the stage for the Oracle Customer Experience Summit, which kicked off yesterday in San Francisco. Day 1: The first day was filled with demos and insights from customer experience experts and Oracle customers sharing what it takes to deliver great customer experiences. Author Seth Godin delivered an entertaining presentation that included an in-depth exploration of the always-connected, always-sharing experience revolution that we are witnessing and yes, talked about the purple cow. It turns out that customer experience is your way to be the purple cow. Before everyone headed out to see Pearl Jam and Kings of Leon at the Oracle customer appreciation event, the day wrapped up with a discussion around building a customer-centric culture. Where do you start? Whom does it involve? What are some pitfalls to avoid? Day 2: The second day addressed the details behind all the questions brought up at the end of Day 1. Before you start on a customer experience initiative, Paul Hagen noted that you must understand you will forge a path similar to Copernicus. You will be proposing ideas and approaches that challenge current thinking in your organization. Just as Copernicus' heliocentric theory started a scientific revolution, your customer-centric efforts will start an experience revolution. If you think customer experience is like a traditional marketing approach, think again. It’s not about controlling your customers and leading them where you want them to go. It might sound like heresy to some, but your customers are already in control, whether or not your company realizes and acknowledges it. And, to survive and thrive, you'll have to focus on customers by thinking outside-in and working towards a brand that is better and more authentic. We learned how Vail Resorts takes this customer-centric approach. Employees must experience the mountain themselves and understand the experience from the guest’s standpoint. This has created a culture where employees do things for guests that are not expected. We also learned a valuable lesson in designing and innovating customer-centered experiences from Kerry Bodine. First you make the thing, and then you make the thing right. In this case, the thing is customer experience. Getting customer experience right means iterative prototyping and testing of your ideas. This is where shampoo comes in—think lather, rinse, repeat. Be prepared to keep repeating until the customer experience is right. Many of these sessions will be posted to YouTube in the coming weeks so be sure to subscribe to our CX channel.

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• Is there such a thing as too much experience?

  - by sunpech

  For modern software developers in today's world, is there such a thing as having too much experience with a certain technology or programming language? To a recruiter, interviewer, or company hiring-- could there often be cases where a particular candidate has so much experience in a certain area or technology where it works against the candidate to being hired? I'm not talking about cases where a senior developer is applying for an entry-level developer position, and has a lot of experience in that sense. Nor am I talking about cases where a candidate is outright lying (e.g. 20+ years experience with Ruby on Rails). I've overheard this in conversations between hiring managers/developers during happy hours, yet I'm not quite sure I fully understand what they mean.

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• RightNow CX @ OpenWorld: What to Experience

  - by Tony Berk

  We want to welcome our RightNow CX customers to Oracle OpenWorld next week. Get ready for a great week and a whole new experience! For a high level overview of what is going on during the week, please review these previous posts: Is There a Cloud Over OpenWorld? and What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12. Also, don't forget you can add on the Customer Experience Summit @ OpenWorld to make your week even more complete and get involved with the Experience Revolution! Below is a highlight of only some of the RightNow related sessions at OpenWorld. Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity. No better way to start off than hearing where Oracle RightNow is going! Oracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from David Vap and his team of Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers. Interested in the Cloud and want to know why some leading CIOs are moving to the cloud? You can hear first hand from CIOs from Emerson, Intuit and Overstock.com: CIOs and Governance in the Cloud (CON9767) - Oct 3, 11:45 AM.   And of course there are a number of sessions that drill down into more specific areas. Here are just a few: Deliver Outstanding Customer Experiences: Oracle RightNow Dynamic Agent Desktop Cloud Service (CON9771) - Oct 1, 4:45 PM. This session covers how companies have delivered exceptional customer experiences and how the Oracle RightNow Dynamic Agent Desktop Cloud Service roadmap will evolve in the future. The Oracle RightNow Contact Center Experience suite includes incident management, knowledge, guided processes, and other service capabilities to unify the customer experience across channels. Come learn about the powerful tools that enable even your junior agents to consistently provide outstanding service across all customer interaction channels. Self-Service in the Age of Data Intimacy (CON11516) - Oct 1, 3:15. Even though businesses are generating more and more data around their relationships and interactions with customers, very little of the information a business generates ends up available to the contact center and even less is made available to the online service experience. The generic one-size-fits-all approach that typifies most online service experiences ultimately fails to address all user needs, and that failure ultimately leads to the continued use of high-cost agent-assisted channels for low-value interactions. This session introduces Oracle RightNow Web Experience’s Virtual Assistant and discusses how you can deliver rich, engaging, highly personalized experiences with the quality of agent-assisted service at a much lower cost. Improve Chat Experiences: Best Practices for Chat Pilots and Deployments (CON11517) - Oct 1, 4:45 PM. Today’s organizations are challenged to grow revenue and retain customers with fewer resources, and many have turned to chat as an approach to improving the customer experience, increasing sales conversions, and reducing costs at the same time. From setting goals and metrics and training staff to customizing and tuning the solution, this session provides best practices and lessons learned from a broad set of implementations to help you get the most out of your chat solution. Differentiated Experience with Web Service (CON9770) - Oct 2, 1:15 PM. A reputation for excellent customer service can differentiate your brand and drive revenue. In this session, learn how to develop that reputation by transforming your online self-service into a highly interactive, branded customer experience. See live examples of how Oracle RightNow Web Experience has helped customers deliver on their Web service strategies. Unifying the Agent’s Engagement Console (CON11518) - Oct 2, 1:15 PM. Does your customer experience suffer because your agents are toggling between multiple tools? Do your agent productivity and morale suffer as well? Come to this session to learn how Oracle RightNow CX Cloud Service seamlessly unifies these disparate systems into a single engagement console. Regardless of channel, powerful adaptive tools consistently guide agents across contextually aware personalized workflows. Great agent experiences drive great customer experiences. Oracle RightNow CX Cloud Service and the Oracle Customer Experience Portfolio (CON9775) - Oct 3, 10:15 AM. This session covers how Oracle’s integrated suite of customer experience (CX) products fits with the Oracle CX portfolio of products (Oracle Fusion Customer Relationship Management; the Oracle ATG, Oracle Endeca, and Oracle Knowledge product families; and Oracle Business Intelligence) to increase revenues, strengthen customer relationships, and reduce costs across the entire end-to-end customer lifecycle for companies that sell to consumers and those that sell to businesses. Greater Insights from Customer Engagements (CON9773) Oct 4, 12:45 PM. In this session, hear how to leverage service interaction insights, customer feedback, and segmented service engagements to improve the customer experience. Discover how customers, such as J&P Cycles, learn and take action based on business insights gained through their customer engagements. Again, these are just some of the sessions, so check out the Content Catalog for details on Knowledge Management, Customization, Integration and more in the Oracle Develop stream for Customer Experience. Be sure to visit the Oracle DEMOgrounds in the Moscone West Exhibit Hall. If this is your first OpenWorld, welcome! If you are returning, hi again and enjoy!

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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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• Delving into design patterns, and what that means for the Oracle user experience

  - by Kathy.Miedema

  By Kathy Miedema, Oracle Applications User Experience George Hackman, Senior Director, Applications User Experiences The Oracle Applications User Experience team has some exciting things happening around Fusion Applications design patterns. Because we’re hoping to have some new offerings soon (stay tuned with VoX to see what’s in the pipeline around Fusion Applications design patterns), now is a good time to talk more about what design patterns can do for the individual user as well as the entire company. George Hackman, Senior Director of Operations User Experience, says the first thing to note is that user experience is not just about the user interface. It’s about understanding how people do things, observing them, and then finding the patterns that emerge. The Applications UX team develops those patterns and then builds them into Oracle applications. What emerges, Hackman says, is a consistent, efficient user experience that promotes a productive workplace. Creating design patterns What is a design pattern in the context of enterprise software? “Every day, people use technology to get things done,” Hackman says. “They navigate a virtual world that reaches from enterprise to consumer apps, and from desktop to mobile. This virtual world is constantly under construction. New areas are being developed and old areas are being redone. As this world is being built and remodeled, efficient pathways and practices emerge. “Oracle's user experience team watches users navigate this world. We measure their productivity and ask them about their satisfaction. We take the most efficient, most productive pathways from the enterprise and consumer world and turn them into Oracle's user experience patterns.” Hackman describes the process as combining all of the best practices from every part of a user’s world. Members of the user experience team observe, analyze, design, prototype, and measure each work task to find the best possible pattern for a particular work flow. As the team builds the patterns, “we make sure they are fully buildable using Oracle technology,” Hackman said. “So customers know they can use these patterns. There’s no need to make something up from scratch, not knowing whether you can even build it.” Hackman says that creating something on a computer is a good example of a user experience pattern. “People are creating things all the time,” he says. “On the consumer side, they are creating documents. On the enterprise side, they are creating expense reports. On a mobile phone, they are creating contacts. They are using different apps like iPhone or Facebook or Gmail or Oracle software, all doing this creation process.” The Applications UX team starts their process by observing how people might create something. “We observe people creating things. We see the patterns, we analyze and document, then we apply them to our products. It might be different from phone to web browser, but we have these design patterns that create a consistent experience across platforms, and across products, too. The result for customers Oracle constantly improves its part of the virtual world, Hackman said. New products are created and existing products are upgraded. Because Oracle builds user experience design patterns, Oracle's virtual world becomes both more powerful and more familiar at the same time. Because of design patterns, users can navigate with ease as they embrace the latest technology – because it behaves the way they expect it to. This means less training and faster adoption for individual users, and more productivity for the business as a whole. Hackman said Oracle gives customers and partners access to design patterns so that they can build in the virtual world using the same best practices. Customers and partners can extend applications with a user experience that is comfortable and familiar to their users. For businesses that are integrating different Oracle applications, design patterns are key. The user experience created in E-Business Suite should be similar to the user experience in Fusion Applications, Hackman said. If a user is transitioning from one application to the other, it shouldn’t be difficult for them to do their work. With design patterns, it isn’t. “Oracle user experience patterns are the building blocks for the virtual world that ensure productivity, consistency and user satisfaction,” Hackman said. “They are built for the enterprise, but incorporate the best practices from across the virtual world. They empower productivity and facilitate social interaction. When you build with patterns, you get all the end-user benefits of less training / retraining from the finished product. You also get faster / cheaper development.” What’s coming? You can already access design patterns to help you build Dashboards with OBIEE here. And we promised you at the beginning that we had something in the pipeline on Fusion Applications design patterns. Look for the announcement about when they are available here on VoX.

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• Need help deciding if Joomla! experience as a good metric for hiring a particular prospective employee.

  - by Stephen

  My company has been looking to hire a PHP developer. Some of the requirements for the job include: an understanding of design patterns, particularly MVC. some knowledge of PHP 5.3's new features. experience working with a PHP framework (it doesn't matter which one). I interviewed a man today who's primary work experience involved working with Joomla!. As an employee, he will be required to work on existing and new web applications that use Zend Framework, CakePHP and/or CodeIgniter. It is my opinion that we shouldn't dismiss hiring a developer just because he has not used the same technologies that he'll be using on the job. So, I'd like to know about the kind of coding experience working with Joomla! can provide. I've never bothered to take more than a brief look (if that) at the Joomla! package, so I'm hoping to lean on the knowledge of my peers. Would you consider Joomla! to contain a professional code-base? Is the package well organized, and/or OO in general, or is it more like WordPress where logic and presentation are commingled? When working with Joomla!, is the developer encouraged to use best practices? In your opinion, would experience working with Joomla! garner the skills needed to get up to speed with Zend or CakePHP quickly, or will there be a steep learning curve ahead of the developer? I'm not saying that Joomla! is a bad technology, or even that it is lower on the totem pole when compared to the frameworks I've mentioned. Maybe it's awesome, I dunno. I simply have no idea!

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• Performance required to improve Windows Experience Index?

  - by Ian Boyd

  Is there a guide on the metrics required to obtain a certain Windows Experience Index? A Microsoft guy said in January 2009: On the matter of transparency, it is indeed our plan to disclose in great detail how the scores are calculated, what the tests attempt to measure, why, and how they map to realistic scenarios and usage patterns. Has that amount of transparency happened? Is there a technet article somewhere? If my score was limited by my Memory subscore of 5.9. A nieve person would suggest: Buy a faster RAM Which is wrong of course. From the Windows help: If your computer has a 64-bit central processing unit (CPU) and 4 gigabytes (GB) or less random access memory (RAM), then the Memory (RAM) subscore for your computer will have a maximum of 5.9. You can buy the fastest, overclocked, liquid-cooled, DDR5 RAM on the planet; you'll still have a maximum Memory subscore of 5.9. So in general the knee-jerk advice "buy better stuff" is not helpful. What i am looking for is attributes required to achieve a certain score, or move beyond a current limitation. The information i've been able to compile so far, chiefly from 3 Windows blog entries, and an article: Memory subscore Score Conditions ======= ================================ 1.0 < 256 MB 2.0 < 500 MB 2.9 <= 512 MB 3.5 < 704 MB 3.9 < 944 MB 4.5 <= 1.5 GB 5.9 < 4.0GB-64MB on a 64-bit OS Windows Vista highest score 7.9 Windows 7 highest score Graphics Subscore Score Conditions ======= ====================== 1.0 doesn't support DX9 1.9 doesn't support WDDM 4.9 does not support Pixel Shader 3.0 5.9 doesn't support DX10 or WDDM1.1 Windows Vista highest score 7.9 Windows 7 highest score Gaming graphics subscore Score Result ======= ============================= 1.0 doesn't support D3D 2.0 supports D3D9, DX9 and WDDM 5.9 doesn't support DX10 or WDDM1.1 Windows Vista highest score 6.0-6.9 good framerates (e.g. 40-50fps) at normal resoltuions (e.g. 1280x1024) 7.0-7.9 even higher framerates at even higher resolutions 7.9 Windows 7 highest score Processor subscore Score Conditions ======= ========================================================================== 5.9 Windows Vista highest score 6.0-6.9 many quad core processors will be able to score in the high 6 low 7 ranges 7.0+ many quad core processors will be able to score in the high 6 low 7 ranges 7.9 8-core systems will be able to approach 8.9 Windows 7 highest score Primary hard disk subscore (note) Score Conditions ======= ======================================== 1.9 Limit for pathological drives that stop responding when pending writes 2.0 Limit for pathological drives that stop responding when pending writes 2.9 Limit for pathological drives that stop responding when pending writes 3.0 Limit for pathological drives that stop responding when pending writes 5.9 highest you're likely to see without SSD Windows Vista highest score 7.9 Windows 7 highest score Bonus Chatter You can find your WEI detailed test results in: C:\Windows\Performance\WinSAT\DataStore e.g. 2011-11-06 01.00.19.482 Disk.Assessment (Recent).WinSAT.xml <WinSAT> <WinSPR> <DiskScore>5.9</DiskScore> </WinSPR> <Metrics> <DiskMetrics> <AvgThroughput units="MB/s" score="6.4" ioSize="65536" kind="Sequential Read">89.95188</AvgThroughput> <AvgThroughput units="MB/s" score="4.0" ioSize="16384" kind="Random Read">1.58000</AvgThroughput> <Responsiveness Reason="UnableToAssess" Kind="Cap">TRUE</Responsiveness> </DiskMetrics> </Metrics> </WinSAT> Pre-emptive snarky comment: "WEI is useless, it has no relation to reality" Fine, how do i increase my hard-drive's random I/O throughput? Update - Amount of memory limits rating Some people don't believe Microsoft's statement that having less than 4GB of RAM on a 64-bit edition of Windows doesn't limit the rating to 5.9: And from xxx.Formal.Assessment (Recent).WinSAT.xml: <WinSPR> <LimitsApplied> <MemoryScore> <LimitApplied Friendly="Physical memory available to the OS is less than 4.0GB-64MB on a 64-bit OS : limit mem score to 5.9" Relation="LT">4227858432</LimitApplied> </MemoryScore> </LimitsApplied> </WinSPR> References Windows Vista Team Blog: Windows Experience Index: An In-Depth Look Understand and improve your computer's performance in Windows Vista Engineering Windows 7 Blog: Engineering the Windows 7 “Windows Experience Index”

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• How do I explain to HR that my work experience is relevant even if it doesn't match the keywords in the job description?

  - by Dmitri

  I am looking at a job with a great company and in a field that I really want to be in. Unfortunalty, what they want is someone with "experience with ASP (VB), T-SQL in a production environment." But I've never done anything except with FOSS tools: C, Ruby(straight and RoR), Perl, MySQL, et c. I'm thinking that I could probably pick up VB without much trouble (I took a class that used it on college, was impressed at how easy it was to construct Windows UIs, but I've never needed it) Is there any way that I can demonstrate that my experience is similar? What would equivalent experience be in the FOSS world?

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• Oracle Fusion Applications User Experience White Papers by Anna M. Wichansky

  - by JuergenKress

  The Applications User Experience group has created a series of white papers to better communicate the world-class user experience features of the Oracle Fusion Applications, and to describe the process we used to design them. These papers not only explain why the Oracle Fusion Applications User Experience is designed the way it is, but also the data collection, modeling, and testing efforts of our unique, user-focused design process, which contributed to its refinement. The documents we are sharing with product announcement are: Applications User Experience Research and Design Process White Paper New Oracle Fusion Applications: An End-User Experience Designed for Productivity Why Oracle Expects Productivity Gains with Fusion Applications Closing the Deal: the Oracle Fusion Customer Relationship Management User Experience Oracle Fusion Human Capital Management: Designed for a Productive Workforce Get It Done Fast, Get It Done Right: The Oracle Fusion Financials User Experience Oracle Fusion Applications User Experience Design Patterns: Productivity Realized Oracle Fusion Procurement: Changing the Way You Buy and Sell Putting the User into Oracle Fusion Applications User Assistance Read the full article here. WebLogic Partner Community For regular information become a member in the WebLogic Partner Community please visit: http://www.oracle.com/partners/goto/wls-emea ( OPN account required). If you need support with your account please contact the Oracle Partner Business Center. BlogTwitterLinkedInMixForumWiki Technorati Tags: User Experience,Design patterns,WebLogic Community,Oracle,OPN,Jürgen Kress

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• Customer Experience in the Year Ahead

  - by Christina McKeon

  With 2012 coming to an end soon, we find ourselves reflecting on the year behind us and the year ahead. Now is a good time for reflection on your customer experience initiatives to see how far you have come and where you need to go. Looking back on your customer experience efforts this year, were you able to accomplish the following? Customer journey mapping Align processes across the entire customer lifecyle (buying and owning) Connect all functional areas to the same customer data Deliver consistent and personal experiences across all customer touchpoints Make it easy and rewarding to be your customer Hire and develop talent that drives better customer experiences Tie key performance indicators (KPIs) to each of your customer experience objectives This is by no means a complete checklist for your customer experience strategy, but it does help you determine if you have moved in the right direction for delivering great customer experiences. If you are just getting started with customer experience planning or were not able to get to everything on your list this year, consider focusing on customer journey mapping in 2013. This exercise really helps your organization put your customer in the center and understand how everything you do affects that customer. At Oracle, we see organizations in various stages of customer experience maturity all learn a lot when they go through journey mapping. Companies just starting out with customer experience get a complete understanding of what it is like to be a customer and how everything they do affects that customer. And, organizations that are further along with customer experience often find journey mapping helps provide perspective when re-visiting their customer experience strategy. Happy holidays and best wishes for delivering great customer journeys in 2013!

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• Applying the Windows Experience Index to Servers

  - by Scott

  I finally convinced upper management that we need a computer replacement plan, and I've been tasked with making an inventory of what we have and determining what needs to be replaced this year, next year, the year after, etc. I had to use some sort of criteria to back up my recommendations, so I decided to try using the Windows Experience Index. I've determined the CPU and Memory scores for all of our desktops and servers using community data. I also feel fairly successful in assigning a WEI score to each user based on their computing needs. I'm struggling with assigning a WEI score to the various servers that we have: file server, database server, Exchange server, backup server (for doing backups), web server. Suggestions would be appreciated.

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• Partner outreach on the Oracle Fusion Applications user experience begins

  - by mvaughan

  by Misha Vaughan, Architect, Applications User Experience I have been asked the question repeatedly since about December of last year: “What is the Applications User Experience group doing about partner outreach?”  My answer, at the time, was: “We are thinking about it.”  My colleagues and I were really thinking about the content or tools that the Applications UX group should be developing. What would be valuable to our partners? What will actually help grow their applications business, and fits within the applications user experience charter?In the video above, you’ll hear Jeremy Ashley, vice president of the Applications User Experience team, talk about two fundamental initiatives that our group is working on now that speaks straight to partners.  Special thanks to Joel Borellis, Kelley Greenly, and Steve Hoodmaker for helping to make this video happen so flawlessly. Steve was responsible for pulling together a day of Oracle Fusion Applications-oriented content, including David Bowin, Director, Fusion Applications Strategy, on some of the basic benefits of Oracle Fusion Applications.  Joel Borellis, Group Vice President, Partner Enablement, and David Bowin in the Oracle Studios.Nigel King, Vice President Applications Functional Architecture, was also on the list, talking about co-existence opportunities with Oracle Fusion Applications.Me and Nigel King, just before his interview with Joel. Fusion Applications User Experience 101: Basic education  Oracle has invested an enormous amount of intellectual and developmental effort in the Oracle Fusion Applications user experience. Find out more about that at the Oracle Partner Network Fusion Learning Center (Oracle ID required). What you’ll learn will help you uncover how, exactly, Oracle made Fusion General Ledger “sexy,” and that’s a direct quote from Oracle Ace Director Debra Lilley, of Fujitsu. In addition, select Applications User Experience staff members, as well as our own Fusion User Experience Advocates,  can provide a briefing to our partners on Oracle’s investment in the Oracle Fusion Applications user experience. Looking forward: Taking the best of the Fusion Applications UX to your customersBeyond a basic orientation to one of the key differentiators for Oracle Fusion Applications, we are also working on partner-oriented training.A question we are often getting right now is: “How do I help customers build applications that look like Fusion?” We also hear: “How do I help customers build applications that take advantage of the next-generation design work done in Fusion?”Our answer to this is training and a tool – our user experience design patterns – these are a set of user experience best-practices. Design patterns are re-usable, usability-tested, user experience components that make creating Fusion Applications-like experiences straightforward.  It means partners can leverage Oracle’s investment, but also gain an advantage by not wasting time solving a problem we’ve already solved. Their developers can focus on helping customers tackle the harder development challenges. Ultan O’Broin, an Apps UX team member,  and I are working with Kevin Li and Chris Venezia of the Oracle Platform Technology Services team, as well as Grant Ronald in Oracle ADF, to bring you some of the best “how-to” UX training, customized for your local area. Our first workshop will be in EMEA. Stay tuned for an assessment and feedback from the event.

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• Cox Communications' Strategic Approach to Enterprise User Experience: How Change Management and Usab

  - by Applications User Experience

  Author: Anna Wichansky, Senior Director, Applications User Experience, and Chair, Oracle Usability Advisory Board As part of our work in the User Experience group, our teams often go to Customer events such as the Higher Education User Group (HEUG) conference, Alliance 2010. This year's event was held in San Antonio, Texas, and was attended by hundreds of higher education, government, and public sector users of Oracle applications. The User Assistance team used this opportunity to reach out to customers in the Educational and Government sectors to better understand how their organizations are currently approaching help, messages, and other forms of user assistance. What is User Assistance? For us, user assistance is more than the old books of users' manuals and documentation. User assistance is anything that helps users get their jobs done quickly and efficiently. Instead of expecting users to stop and look through a guide or manual, we have been developing solutions that are embedded within the interface. We know that when people are having difficulty with a task, they want to be able to search efficiently for solutions and collaborate with coworkers. We know that they want to find their answers right there, right then, so that they can get on with their work. In our interviews at Alliance, we wanted to learn what the participants could tell us about what was happening on their campuses and in their institutions. Figure 1. For Oracle User Assistance, it's not just about books any more. So what did we do? Off to Texas, we recruited 10 people from nine different government and education organizations to come to our Oracle User Experience Onsite Usability Labs. We conducted one-hour interviews with these folks and asked them all about User Assistance--what people are doing, what they would like to do, what technologies they are using, what they would like to use, and ultimately what should we as a company be planning for our future products. We used this as an opportunity also to show them some of our design concepts for Fusion User Assistance, our next generation of user assistance based on the best of our user assistance in other products. Figure 2. Interviewing a technical user at Alliance. What we learned... People are not using paper or online manuals anymore. They don't want to see a manual that is written for technical users and that doesn't make sense to the ordinary end user. They really don't want to have to flip through a manual trying to find an answer to their question. Even when the answer might be tailored to their organization, they don't want to dig through documentation. When they need an answer now, they don't have the patience to dig for something that might or might not be clearly written. What does it mean to an organization when users don't want to deal with documentation? In many cases, it means that frustrated users make phone calls to try to find the answers that they need immediately. Phone calls are expensive to an organization and frustrating to the technical support staff who have provided documentation that no one wants to read anymore. If they don't call, they email for help often, and many users are asking for the same information. The bottom line is that if they could get that help immediately in the interface, they wouldn't have to make those calls or send those emails -- and that saves time and money. Our Fusion User Assistance options to customize help and get help for the task immediately were seen as an opportunity by these technical users to build the solutions that their users need and want. Figure 3. Joyce Ohgi and Laurie Pattison of Applications UX. Chicken Fried Steak. That was huge. But then, this was Texas, where we discovered a lot of things come very big. Drinks are served in quart-size glasses and dishes like Chicken Fried Steaks are served on platters not plates. We saw three-pound cinnamon rolls that you down with tea sweet enough to curl your hair. Deep in the heart of Texas, we learned a lot, and we ate even more.

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• A Complete Customer Experience Solution (3 of 3 in 'No Customer Left Behind' Series)

  - by Kathryn Perry

  A guest post by David Vap, Group Vice President, Oracle Applications Product Development In my previous post, I talked about taking three concrete steps to improve your customers' overall experiences: 1) understand your customer, 2) empower your ecosystem, and 3) adapt your business. To do these effectively and efficiently, it's important to find the right technology that can bridge the gaps across your channels, interactions, departments, and repositories. Oracle has spent the past three years and more than six billion dollars acquiring and developing some of the world's best-of-breed applications. The result is the most comprehensive customer experience (CX) portfolio offering in the World - bar none: ATG Best in Class Selling Experiences Fatwire Best in Class Marketing Experiences Inquira Best in Class Support Experiences Endecca Best in Class Search Experiences RightNow Best in Class Service Experiences Vitrue & Involver Best in Class Social Marketing Collective Intellect Best In Class Social Listening We don't expect organizations to eat the CX elephant in one bite, nor should they try to. There are key strategic initiatives within each of the four main pillars of our customer experience offering for which we deliver solutions: 1. Customer Experience for Marketing Social Listening and Engagement Social Marketing Marketing Websites Demand Generation and Lead Management Marketing and Loyalty Management 2. Customer Experience for Commerce Search, Navigation & Content Delivery Cross-Channel Commerce Targeting & Product Recommendations Social Commerce Order Management & Fulfillment Retail Store Operations 3. Customer Experience for Sales Sales Force Automation Social Selling Territory & Quota Management Revenue Forecasting Partner Relationship Management Quote to Cash Incentive Compensation 4. Customer Experience for Service Cross-Channel Customer Service Knowledge Management Social Customer Service Eligibility Management Contracts, Assets, and Entitlements Industry-Specific Solutions eBilling Oracle's customer experience portfolio is socially infused at each layer of our pillars rather than simply bolted on as a side process. This combines with the power of the Cloud to run the parts of the solution that need the access, efficiency, and agility from a managed infrastructure. You can get the compliance control from on-premise backbone infrastructure systems that run your business and don't change that often. Please take advantage of our teams of Oracle customer experience professionals and our key agency and technology partner ecosystem. They can help you develop strategic solution roadmaps that build and deliver customer experience and that are tailored to your business needs and objectives. No one has built a better customer service portfolio to manage the entire customer journey than Oracle. It is backed by CX thought leadership programs, a commitment from our executives, and a worldview that your technology decisions must be driven by your customer experiences to succeed. If you’d like to follow up on this conversation, please leave a comment or contact me at [email protected]. You can get more information on Oracle’s complete customer experience solution here.

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• Oracle Fusion Applications User Experience Design Patterns: Feeling the Love after Launch

  - by mvaughan

  By Misha Vaughan, Oracle Applications User ExperienceIn the first video by the Oracle Applications User Experience team on the Oracle Partner Network, Vice President Jeremy Ashley said that Oracle is looking to expand the ecosystem of support for Oracle’s applications customers as they begin to assess their investment and adoption of Oracle Fusion Applications. Oracle has made a massive investment to maintain the benefits of the Fusion Applications User Experience. This summer, the Applications User Experience team released the Oracle Fusion Applications user experience design patterns.Design patterns help create consistent experiences across devices.The launch has been very well received:Angelo Santagata, Senior Principal Technologist and Fusion Middleware evangelist for Oracle,  wrote this to the system integrator community: “The web site is the result of many years of Oracle R&D into user interface design for Fusion Applications and features a really cool web app which allows you to visualise the UI components in action.”  Grant Ronald, Director of Product Management, Application Development Framework (ADF) said: “It’s a science I don't understand, but now I don't have to ... Now you can learn from the UX experience of Fusion Applications.”Frank Nimphius, Senior Principal Product Manager, Oracle (ADF) wrote about the launch of the design patterns for the ADF Code Corner, and Jürgen Kress, Senior Manager EMEA Alliances & Channels for Fusion MiddleWare and Service Oriented Architecture, (SOA), shared the news with his Partner Community. Oracle Twitter followers also helped spread the message about the design patterns launch: ?@bex – Brian Huff, founder and Chief Software Architect for Bezzotech, and Oracle ACE Director:“Nifty! The Oracle Fusion UX team just released new ADF design patterns.”@maiko_rocha, Maiko Rocha, Oracle Consulting Solutions Architect and Oracle FMW engineer: “Haven't seen any other vendor offer such comprehensive UX Design Patterns catalog for free!”@zirous_chad, Chad Thompson, Senior Solutions Architect for Zirous, Inc. and ADF Developer:Wow - @ultan and company did a great job with the Fusion UX PatternsWhat is a user experience design pattern?A user experience design pattern is a re-usable, usability tested functional blueprint for a particular user experience.  Some examples are guided processes, shopping carts, and search and search results.  Ultan O’Broin discusses the top design patterns every developer should know.The patterns that were just released are based on thousands of hours of end-user field studies, state-of-the-art user interface assessments, and usability testing.  To be clear, these are functional design patterns, not technical design patterns that developers may be used to working with.  Because we know there is a gap, we are putting together some training that will help close that gap.Who should care?This is an offering targeted primarily at Application Development Framework (ADF) developers. If you are faced with the following questions regarding Fusion Applications, you will want to know and learn more:•    How do I build something that looks like Fusion Applications?•    How do I build a next-generation application?•    How do I extend a Fusion Application and maintain the user experience?•    I don’t want to re-invent the wheel on the user interface, so where do I start?•    I need to build something that will eventually co-exist with Fusion Applications. How do I do that?These questions are relevant to partners with an ADF competency, individual practitioners, or small consultancies with an ADF specialization, and customers who are trying to shift their IT staff over to supporting Fusion Applications.Where you can find out more?OnlineOur Fusion User Experience design patterns maven is Ultan O’Broin. The Oracle Partner Network is helping our team bring this first e-seminar to you in order to go into a more detail on what this means and how to take advantage of it:? Webinar: Build a Better User Experience with Oracle: Oracle Fusion Applications Functional Design PatternsSept 20, 2012 , 10:30am-11:30am PacificDial-In:  1. 877-664-9137 / Passcode 102546?International:  706-634-9619  http://www.intercall.com/national/oracleuniversity/gdnam.htmlAccess the Live Event Or Via Webconference Access http://ouweb.webex.com  ?and enter this session number: 598036234At a Usergroup eventThe Fusion User Experience Advocates (FXA) are also going to be getting some deep-dive training on this content and can share it with local user groups.At OpenWorld Ultan O’Broin               Chris MuirIf you will be at OpenWorld this year, our own Ultan O’Broin will be visiting the ADF demopod to say hello, thanks to Shay Shmeltzer, Senior Group Manager for ADF outbound communication and at the OTN lounge: Monday 10-10:45, Tuesday 2:15-2:45, Wednesday 2:15-3:30 ?  Oracle JDeveloper and Oracle ADF,  Moscone South, Right - S-207? “ADF Meet and Greett”, OTN Lounge, Wednesday 4:30 And I cannot talk about OpenWorld and ADF without mentioning Chris Muir’s ADF EMG event: the Year After the Year Of the ADF Developer – Sunday, Sept 30 of OpenWorld. Chris has played host to Ultan and the Applications user experience message for his online community and is now a seasoned UX expert.Expect to see additional announcements about expanded and training on similar topics in the future.

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