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• Simple tips to design a Customer Journey Map

  - by Isabel F. Peñuelas

  “A model can abstract to a level that is comprehensible to humans, without getting lost in details.” -The Unified Modeling Language Reference Manual. Inception using Post-it, StoryBoards, Lego or Mindmaping Techniques The first step in a Customer Experience project is to describe customer interactions creating a customer journey map. Modeling is never easy, so to succeed on this effort, it is very convenient that your CX´s team have some “abstract thinking” skills. Besides is very helpful to consult a Business Service Design offered by an Interactive Agency to lead your inception process. Initially, you may start by a free discussion using post-it cards; storyboards; even lego or any other brainstorming technique you like. This will help you to get your mind into the path followed by the customer to purchase your product or to consume any business service you actually offer to your customers, or plan to offer in the near future. (from www.servicedesigntools.org) Colorful Mind Maps are very useful to document and share meeting ideas. Some Mind Maps software providers as ThinkBuzzan provide trial versions, and you will find more mindmapping options on this post by Mashable. Finally to produce a quick one, I do recommend Wise, an entirely online mindmaping service. On my view the best results in terms of communication will always come for an artistic hand-made drawing. Customer Experience Mind Map Example Making your first Customer Journey Map To add some more formalization to your thoughts, there is a wide offering for designing Customer Journey Maps. A Customer Map can be represented as an oriented graph in which another follows each step. The one below is the most simple Customer Journey you can draw. Nothing more than a couple of pictures, numbers and lines to design the customer steps sequence in the purchase process. Very simple Customer Journey for Social Mobile Shopping There are a lot of Customer Journey templates much more sophisticated available  in the Web using a variety of styles, as per example this one with a focus on underlining emotional experience, or this other worksheet template. Representing different interaction devices on the vertical axis, and touchpoints / requirements and existing gaps horizontally  is today´s most common format for Customer Journeys. From Customer Journey Maps to CX Technology Adoption Plans Once you have your map ready, you can start to identify the IT infrastructure requirements for your CXProject. By analyzing customer problems and improvement opportunities with maps, you will then identify the technology gaps and the new investment requirements in your IT infrastructure. Deeping step by step from the more abstract to the more concrete is the best guarantee to take the right IT investment decisions.  ¡Remember to keep your initial customer journey safe on your pocket in every one of your CX´s project meetings- that´s you map to success!

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• Culture Shmulture?

  - by steve.diamond

  I've been thinking about "Customer Experience Management" lately. Here at Oracle, we arguably have the most complete suite of applications for managing the customer experience across and in the context of multiple channels -- from marketing to loyalty to contact center to self-service to analytics offerings, and more. And stay tuned, because in coming months let's just say we'll have even more to talk about on this front. But that said............ Last weekend my wife and I stayed at one of the premiere hotel chains on the planet. I won't name them, but we all know the short list. It could have been the St. Regis or the Ritz Carlton or Four Seasons or Hyatt Park or....This stay, at this particular hotel, was simply outstanding. Within a chain known for providing "above and beyond" levels of service, this particular hotel, under this particular manager, exceeded expectations on so many fronts. For example, at the Spa we mentioned to the two attendants that my wife is seven months pregnant and that we had previously had a lot of trouble conceiving. We then went to our room. Ten minutes later we heard a knock at the door and received a plate of chocolate covered strawberries with a heartfelt note and an inspiring quote, signed by the two spa attendees. The following day we arranged to have a bellhop drive us to the beach. Although they had a pre-arranged beach shuttle service with time limits, etc., he greeted us by saying, "I'm yours for the day until 4 p.m. Whatever you want to do is fine by me, as long as it's legal!" The morning that we left we arranged to have a taxi drive us to the airport--a nearly 40 mile drive. What showed up was a private coach complete with navy blue suited driver dude. And we were charged the taxi fare price. And there were many other awesome exchanges I won't mention here, although I did email the GM of this hotel two nights ago and expressed our effusive praise and gratitude. I'd submit that this hotel chain would have a definitive advantage using even more Oracle software to manage and optimize its customer interactions (yes, they are a customer). But WITHOUT the culture--that management team--and that instillation of aligned values across all employees of exemplifying 'the golden rule,' I wonder how much technology really matters in providing a distinctively positive and memorable customer experience. Lest you think I'm alone in these pontifications, have you read Paul Greenberg's blog lately? Have you seen one of his most recent posts? Now this SPECIFIC post is NOT about customer service per se. But it is about people. So yes, please think long and hard about the technology you seek to deploy. But never forget who will be interacting with your systems, and your customers.

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• Experiencing the New Social Enterprise

  - by kellsey.ruppel(at)oracle.com

  Social media and networking tools, popularly known as Web 2.0 technologies, are rapidly transforming user expectations of enterprise systems. Many organizations are investing in these new tools to cultivate a modern user experience in an "Enterprise 2.0" environment that unlocks the full potential of traditional IT systems and fosters collaboration in key business processes. Is your organization a social enterprise? How are you using Web 2.0 and Enterprise 2.0 technologies? Read this white paper to learn how Oracle WebCenter Suite enables organizations to become social enterprises and is the modern user experience platform for the enterprise and the Web.

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• Programming in the United States Airforce - How hard to get a job doing it? [closed]

  - by Holland

  I already know how to program. Been at it for a year; the language I've worked mostly with has been C++, and I'm currently studying x86 assembly programming, with the goal to move towards ARM assembly after I've finished with that. Thus, given my experience and knowledge, I'm curious to know if any "vets" around here have had any excursions in the military doing software/electrical engineering, and how hard it would be to actually get a job doing it - with someone who already has previous experience and knowledge regarding that field, however slight. By definition of "hard", in this context, I suppose I'd be referring to the required knowledge to actually be a "shoe-in" for both low level and high level software/hardware applications. I know hex fairly well, and enough to convert that hex to binary. I also have an ok knowledge of algorithms, such as Binary Search Tree, Linked List, etc. Everything I've learned so far has been self taught for the most part.

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• Software consultancy or in-house developement?

  - by JefClaes

  What are the benefits and drawbacks of working as an in-house developer versus working as a consultant and vice versa? I am pretty sure both breeds can be found on these forums and I hope you are willing to share your experience. Edit: Let me clarify the question. I wonder how the experience is like being a developer. For example: Being an in-house developer, you are able to learn from your mistakes. Being a consultant is often more challenging, because there is more variety in the problems you have to solve. PS: Although I realise that this is a subjective question, I don't necessarily see it as one of those bad-subjective questions.

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• How much time do you need in between large projects?

  - by Mattio

  You've launched a large project at work, something that's been in progress and taken up large chunks of your life for more than 6 months. The post-launch triage is over. Tech support isn't calling you every hour because they don't know how to troubleshoot an issue. Your hours drop from 60+/wk to whatever is normal in your organization (which is hopefully less than 60+!). How much time do you (or your team) need before the next large project begins? I was asked this question at work and I think the ideal minimum is two weeks -- one week to clear your desk and inbox + one week to clear your head and remember what it's like to have a life outside of work. I'd frankly acknowledge that just being asked this question is a huge boon to work/life balance. But I do think it's possible to go too long in between.

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• Where can you find the Oracle Applications User Experience team in the next several months?

  - by mvaughan

  By Misha Vaughan, Applications User ExperienceNovember is one of my favorite times of year at Oracle. The blast of OpenWorld work is over, and it’s time to get down to business and start taking our messages and our work on the road out to the user groups. We’re in the middle of planning all of that right now, so we decided to provide a snapshot of where you can see us and hear about the Oracle Applications User Experience – whether it’s Fusion Applications, PeopleSoft, or what we’re planning for the next-generation of Oracle Applications.On the road with Apps UX...In December, you can find us at UKOUG 2012 in Birmingham, UK: UKOUG, UK Oracle User Group Conference 2012?December 3 – 5, 2012?ICC, Birmingham, UKIn March, we will be at Alliance 2013 in Indianapolis, and our fingers are crossed for OBUG Connect 2013 in Antwerp:? Alliance 2013March 17 - 20, 2013 ?Indianapolis, IndianaOBUG Benelux Connect 2013?March 26, 2013?Antwerp, Belgium?? In April, you will see us at COLLABORATE13 in Denver:? Collaborate13April 7 - April 11, 2013 ?Denver, Colorado?? And in June, we round out the kick-off to summer at OHUG 2013 in Dallas and Kscope13 in New Orleans:? OHUG 2013June 9 -13, 2013?Dallas, Texas ODTUG Kscope13?June 23-27, 2013 ?New Orleans, LA? The Labs & DemosAs always, a hallmark of our team is our mobile usability labs. If you haven’t seen them, they are a great way for customers and partners to get a peek at what Oracle is working on next, and a chance for you to provide your candid perspective. Based on the interest and enthusiasm from customers last year at Collaborate, we are adding more demo-stations to our user group presence in the year ahead. If you want to see some of the work we are doing first-hand but don’t have a lot of time, the demo stations are a great way to get a quick update on the latest wow-factor we are researching. I can promise that you will see whatever we think is new and interesting at the demo stations first. Oracle OpenWorld 2012 Apps UX DemostationFor Applications DevelopersMore and more, I get asked the question, “How do I build an application that looks like a Fusion?” My answer is Fusion Applications Design Patterns. You can find out more about how Fusion Applications developers can leverage ADF and the user experience best practices we developed for Fusion at sessions lead by Ultan O’Broin, Director of Global User Experience, in the year ahead. Ultan O'Broin, On Fusion Design Patterns Building mobile applications are also top of mind these days. If you want to understand how Oracle is approaching this strategy, check out our session on Mobile user experience design patterns with Mobile ADF.  In many cases, this will be presented by Lynn Rampoldi-Hnilo, Senior Manager of Mobile User Experiences, and in a few cases our ever-ready traveler Ultan O’Broin will be on deck. Lynn Rampoldi-Hnilo, on Mobile User Experience Design PatternsApplications User ExperiencesFusion Applications continues to evolve, and you will see the new face of Fusion Applications at our executive sessions in the year ahead, which are led by vice president Jeremy Ashley or a hand-picked presenter, such as one of our Fusion User Experience Advocates.  Edward Roske, CEO InterRel Consulting & Fusion User Experience AdvocateAs always, our strategy is to take our lessons learned and spread them across the Applications product lines. A great example is the enhancements coming in the PeopleSoft user experience, which you can hear about from Harris Kravatz, Senior Manager, PeopleSoft User Experience. Fusion Applications ExtensibilityWe can’t talk about Fusion Applications without talking about how to make it look like your business. If tailoring Fusion applications is a question in your mind, and it should be, you should hit one of these sessions. These sessions will be lead by our own Killian Evers, Senior Director, Tim Dubois, User Experience Architect, and some well-trained Fusion User Experience Advocates.Find out moreIf you want to stay on top of where and when we will be, you can always sign up for our newsletter or check out the events page of usableapps.

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• Add Keyboard - Chinese (Simplified) - Microsoft Pinyin New Experience Input

  - by xited

  I would like to add Chinese (Simplified) - Microsoft Pinyin New Experience Input from command line. I tried the following command: reg add "HKCU\Keyboard Layout\Preload" /v 3 /d 00000804 except that the keyboard defaults to Chinese Simplified - US keyboard. Does anyone know how if there is any other registry key I need to change in order to get the New Experience Input to show up in the Language Bar?

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• Does the color depth on terminal services have an effect on the experience

  - by Midhat

  I connect to a remote computer using mstsc on a slow connection. Now I have set the settings in the experience tab to the lowest. I was wondering if reducing the color depth will improve my experience any further

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• Do you allow check-ins associated with work items from another Team Project?

  - by muerte

  Team Foundation Server 2008 allows that every check-in is associated with a work item, but what do you do if you are developing some features which span several Team Projects? For example, you're developing a specific product for a client and that product has its own Team Project, but is also using some of your other components or tools which are maintained independently in another Team Project. Where do you create work items for requirements which involve a change in both projects? Separated, every work item in its own Team Projects All work items in clients Team Project, regardless of associated source code The latter seems easier to maintain and control, but it involves associating check-ins from one Team Project to work items in another.

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• Move on and look elsewhere, or confront the boss?

  - by Meister

  Background: I have my Associates in Applied Science (Comp/Info Tech) with a strong focus in programming, and I'm taking University classes to get my Bachelors. I was recently hired at a local company to be a Software Engineer I on a team of about 8, and I've been told they're looking to hire more. This is my first job, and I was offered what I feel to be an extremely generous starting salary ($30/hr essentially + benefits and yearly bonus). What got me hired was my passion for programming and a strong set of personal projects. Problem: I had no prior experience when I interviewed, so I didn't know exactly what to ask them about the company when I was hired. I've spotted a number of warning signs and annoyances since then, such as: Four developers when I started, with everyone talking about "Ben" or "Ryan" leaving. One engineer hired thirty days before me, one hired two weeks after me. Most of the department has been hiring a large number of people since I started. Extremely limited internet access. I understand the idea from an IT point of view, but not only is Facebook blocked, but so it Youtube, Twitter, and Pandora. I've also figured out that they block all access to non-DNS websites (http://xxx.xxx.xxx.xxx/) and strangely enough Miranda-IM. Low cubicles. Which is fine because I like my immediate coworkers, but they put the developers with the customer service, customer training, and QA department in a huge open room. Noise, noise, noise, and people stop to chitchat all day long. Headphones only go so far. Several emails have been sent out by my boss since I started telling us programmers to not talk about non-work-related-things like Video Games at our cubicles, despite us only spending maybe five minutes every few hours doing so. Further digging tells me that this is because someone keeps complaining that the programmers are "slacking off". People are looking over my shoulder all day. I was in the Freenode webchat to get help with a programming issue, and within minutes I had an email from my boss (to all the developers) telling us that we should NOT be connected to any outside chat servers at work. Version control system from 2005 that we must access with IE and keep the Java 1.4 JRE installed to be able to use. I accidentally updated to Java 6 one day and spent the next two days fighting with my PC to undo this "problem". No source control, no comments on anything, no standards, no code review, no unit testing, no common sense. I literally found a problem in how they handle string resource translations that stems from the simple fact that they don't trim excess white spaces, leading to developers doing: getResource("Date: ") instead of: getResource("Date") + ": ", and I was told to just add the excess white spaces back to the database instead of dealing with the issue directly. Some of these things I'd like to try to understand, but I like having IRC open to talk in a few different rooms during the day and keep in touch with friends/family over IM. They don't break my concentration (not NEARLY as much as the lady from QA stopping by to talk about her son), but because people are looking over my shoulder all day as they walk by they complain when they see something that's not "programmer-looking work". I've been told by my boss and QA that I do good, fast work. I should be judged on my work output and quality, not what I have up on my screen for the five seconds you're walking by So, my question is, even though I'm just barely at my 90 days: How do you decide to move on from a job and looking elsewhere, or when you should start working with your boss to resolve these issues? Is it even possible to get the boss to work with me in many of these things? This is the only place I heard back from even though I sent out several resume's a day for several months, and this place does pay well for putting up with their many flaws, but I'm just starting to get so miserable working here already. Should I just put up with it?

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• Top 5 Reasons to Invest in Enterprise 2.0 Technologies

  - by kellsey.ruppel(at)oracle.com

  In 2010, Oracle's portal, content management, and collaboration solutions evolved rapidly, supported by increasingly deep integrations across Oracle Fusion Middleware and the entire Oracle stack. In light of these developments, we asked Vince Casarez, vice president of Enterprise 2.0 product management, for his top five reasons to invest in Enterprise 2.0 (E2.0) technologies--including real-world examples of businesses already realizing the benefits of next-generation E2.0 technologies. 1. Provide a modern user experience As E2.0 technologies gain widespread adoption, customers and employees expect intuitive Web experiences that are both interactive and community-based. By partnering with Oracle, Alcatel-Lucent Enterprise Group is already making that happen. With 76,000 employees and operations in more than 100 countries, the company wanted a streamlined, personalized user experience with more relevant content in fewer clicks. Working with Oracle, they created a global support portal that supports personalization and integration with Oracle Business Intelligence Enterprise Edition and Oracle E-Business Suite--and drives collaboration with tools such as wikis, blogs, and forums. Learn more about Alcatel-Lucent Enterprise Group's Global Support Portal in this Webcast. 2. Improve productivity and collaboration As E2.0 technologies mature, Oracle anticipates companies moving beyond the idea of simply creating yet another Facebook-like destination for its employees, and instead shaping work environments around specific business tasks. After rapid growth--both organic and through acquisition--construction and infrastructure services leader Balfour Beatty found itself with multiple homegrown intranet sites with very minimal content-sharing capabilities. Today, thanks to Oracle WebCenter Suite, Oracle WebCenter Spaces, Oracle WebCenter Services, and Oracle Universal Content Management, Balfour Beatty is benefiting from collaborative workspaces, a central place to use and work with documents, and unified search across content. 3. Leverage business processes and applications Modern portals are now able to integrate users, content, and business processes in unprecedented ways. To take advantage of these new possibilities, leading dairy provider Land O'Lakes has implemented a fully integrated ERP solution together with Oracle's ECM platform. As a result, Land O'Lakes has been able to achieve better information management and compliance, increased adoption rates for enterprise tools, and increased business process efficiency thanks to more effective information sharing and collaboration. 4. Enhance customer and supplier relationships Companies have begun to move beyond the idea that E2.0 simply means enabling customer reviews or embedding chat functionality. They are taking E2.0 to the next level and providing interactive experiences for their customers. For example, to enhance customer and supplier relationships, Wind River, a global leader in device software optimization, successfully partnered with Oracle to: Integrate ERP and ECM content to provide customers the latest and most relevant support information for products they own Enable customers to personalize their support experience and receive updates regarding patches, application notes, and other relevant content Enable discussions, wikis, and blogs for more efficient collaboration 5. Increase business visibility and responsiveness By strategically embedding collaboration and communication tools into specific business contexts, companies significantly increase visibility into changing business conditions--and can respond much more agilely. Texas A&M University System--one of the largest systems of higher education in the U.S.--partnered with Oracle to create a unified repository that would enable the retrieval of research and grant data from disparate systems via an Enterprise 2.0 user interface. By enabling researchers to customize their own portals with easy-to-use tools, they have also been able to significantly reduce their reliance on the IT department. Learn how other Oracle customers are leveraging Enterprise 2.0 technologies.

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• Want to be part of the most meaningful Customer Experience conversation today?

  - by Tony Berk

  v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Today's entry is written by Chris Warner, Director, Product Strategy at Oracle. By now you’ve undoubtedly seen the blogs and announcements about Oracle OpenWorld. And perhaps you’ve also seen the news about OpenWorld’s newest sister event: Oracle Customer Experience (CX) Summit @ OpenWorld. Oracle CX Summit was created to be the most meaningful CX event, to be truly unique, to serve as the place to discover what it takes and what it really means to put the customer at the center of your business success. One long-time Oracle customer, when told about the Oracle CX Summit, put it this way: ‘This makes me rethink how I think about Oracle and Customer Experience’. Listen to what she heard and you be the judge. We believe Customer Experience (‘CX’) is a movement, not just the latest ‘IT’ tech trend. CX isn’t something you can simply ‘install’. CX is one of the most strategic initiatives an organization can undertake. Customer Experience is about connecting with an organization’s most important asset, the customer, and the critical role that connection has to an organization’s success. And there’s never been a bigger gathering of the smartest CX minds, most successful CX companies, and innovative CX examples than Oracle CX Summit. Take Subaru, for example. The company fully embraced the CX opportunity and their CX leadership will be on stage at the Oracle CX Summit to share their CX journey. They radically changed the way they interact with their customers, empower their employees, and differentiate their brand. And this is a story with a phenomenal happy ending: in a stagnant market and shrinking economy, they GREW their business and outpaced their competition. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} At Oracle CX Summit, you will be surrounded by dozens of CX leaders, visionaries and innovators like Subaru. This three-day event brings together the largest collection of thought leaders and practitioners in Customer Experience ever. Notable presenters include: v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} Seth Godin - World-renowned blogger and one ‘the World’s Top 21 Speakers’, author of 14 best-selling books like “Permission Marketing”, and founder of dozens of startups such as Squidoo.com (ranked one of the top 125 sites in the US). Kerry Bodine - VP Principal Analyst at Forrester for Customer Experience, author of the just-published book “Outside In - The Power of Putting Customers at the Center of Your Business”, and renowned author of “The Customer Experience Ecosystem”. Bruce Temkin - Co-founder and Chair of the Customer Experience Professionals Association, revered blogger of “Customer Experience Matters”, former VP Principal Analyst at Forrester for Customer Experience, Founder and Managing Partner of The Temkin Group, a leading Customer Experience research and consulting firm. George Kembel - Executive Director and Co-founder of the Stanford Design School, an established, recognized thought leader in design thinking and innovation, and a Silicon Valley based-CEO, venture capitalist and educator. Gene Alvarez - VP Research Analyst at Gartner and a recognized authority in the Retail and Consumer Goods industry. Gene has been published, featured and referenced in a variety of trade publications for Customer Experience insights. Senior Executives from innovative Customer Experience brands and agencies like AT&T, Intuit, Southwest Airlines, Marriott, Quiksilver, and Sapient. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} But the CX Summit includes much, much more. There are over 30+ role-driven sessions and rountables as well as one-of-a-kind events including: v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} The Customer Experience Innovation Tent featuring hands-on demonstrations of bleeding-edge customer experiences like the Share Happy Ice Cream Machine A hands-on Customer Journey Mapping Workshop that lets you learn design thinking techniques for innovating differentiated experiences that drive cross-functional alignment Access to the Oracle OpenWorld Exhibition Halls and DEMOgrounds as well as a week-long Live Music Festival and the Oracle Appreciation Event featuring Pearl Jam and Kings of Leon Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} At Oracle, we are quite proud of our award-winning suite of CX products, a suite of solutions that can help an organization greatly accelerate their CX journey. But Oracle CX Summit isn’t about products. It’s about how an organization can succeed in its CX initiative. There’s never been a bigger gathering of the smartest CX minds, most successful CX companies, and innovative CX examples than Oracle CX Summit. Come join the Customer Experience Revolution. Register for Oracle CX Summit @ OpenWorld here. v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} --

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• Do you think that exposure to BASIC can mutilate your mind? [closed]

  - by bigown

  It is practically impossible to teach good programming to students that have had a prior exposure to BASIC: as potential programmers they are mentally mutilated beyond hope of regeneration -- Edsger W. Dijkstra I have deep respect to Dijkstra but I don't agree with everything he said/wrote. I disagree specially with this quote on linked paper wrote 35 years ago about the Dartmouth BASIC implementation. Many of my coworkers or friends programmers started with BASIC, questions below have answers that indicate many programmers had their first experience on programming at BASIC. AFAIK many good programmers started at BASIC programming. I'm not talking about Visual Basic or other "modern" dialects of BASIC running on machines full of resources. I'm talking about old times BASIC running on "toy" computer, that the programmer had to worry about saving small numbers that need not be calculated as a string to save a measly byte because the computer had only a few hundreds of them, or have to use computed goto for lack of a more powerful feature, and many other things which require the programmer to think much before doing something and forcing the programmer to be creative. If you had experience with old time BASIC on a machine with limited resources (have in mind that a simple micro-controller today has much more resources than a computer in 1975, do you think that BASIC help your mind to find better solutions, to think like an engineer or BASIC drag you to dark side of programming and mutilated you mentally? Is good to learn a programming language running on a computer full of resources where the novice programmer can do all wrong and the program runs without big problems? Or is it better to learn where the programmer can't go wrong? What can you say about the BASIC have helped you to be a better/worse programmer? Would you teach old BASIC running on a 2KB (virtual) machine to a coming programmer? Sure, only exposure to BASIC is bad. Maybe you share my opinion that modern BASIC doesn't help too much because modern BASIC, as long other programming languages, gives facilities which allow the programmer doesn't think deeper. Additional information: Why BASIC?

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• Translation and Localization Resources for UX Designers

  - by ultan o'broin

  Here is a handy list of translation and localization-related resources for user experience professionals. Following these will help you design an easily translatable user experience. Most of the references here are for web pages or software. Fundamentally, remember your designs will be consumed globally, and never divorce the design process from the development or deployment effort that goes into bringing your designs to life in code. Ask yourself today: Do you know how the text you are using in your designs are delivered to the customer, even in English? Key areas that UX designers always seen to fall foul of, in my space anyway, are: Terminology that is impossible to translate (jargon, multiple modifiers, gerunds) or is used inconsistently Poorly written, verbose text (really, just write well in English, no special considerations) String construction (concatenation of parts assembled dynamically) Composite widget positioning (my favourite) Hard-coded fonts, small font sizes, or character formatting or casing that doesn't work globally Format that is not separate from content Restricted real estate not allowing for text expansion in translation Forcing formatting with breaks, and hard-coding alphabetical sorting Graphics that do not work in Bi-Di languages (because they indicate directionality and can't flip) or contain embedded text. The problems of culturally offensive icons are well known by now in the enterprise applications space, though there are some dangers, such as the use of flags to indicate language, for example. Resources Internationalization Techniques: Authoring HTML & CSS Global By Design Insert Title Here : Variables in Interface Language Prose: Internationalisation Doc and help considerations I can deal with later.

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• CRM Evolution 2014: Mediocrity is the New Horrible in Customer Service

  - by Tuula Fai

  "Mediocrity is the new horrible in customer service," Blair McHaney, Gold's Gym Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps. Why should I change? By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1 By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2 By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3 ‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here CRM Evolution Customer Service Experience Footnotes: 1. Arvindh Balakrishnan, Is Your Customer Service Modern?2. Blair McHaney, Wire Your Organization with Customer Feedback3. Becky Carroll, The Power of Communities for Improving the Service Experience and Building Advocates

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• Junior developer introduction to job industry

  - by lady_killer

  I am a junior developer at my second working experience, the first one using PHP with WordPress and currently on Groovy on Grails. I like coding, I attend meetup to discuss technology etc but I still did not understand how to become a real professional with the "know how" attitude. I read Clean Coder, the author advises to spend 20 hours per week of my spare time to learn new technologies and to keep myself up to date. I do not find this realistic, if you want to have a bit of a social life, and I also noticed that learning at work, at least in the places where I worked, is not ideal. No support from seniors for new projects, no pair programming and code reviews, no company trainings, one hour a week tech meetings where seniors walk away after a bit because they already know the topic discussed and so on. Sometimes is quite hard to keep the motivation... My questions are: Is our industry supposed to be like this? Is there real team working in the sense of sharing knowledge and help juniors to get up to speed? Are we supposed to learn new technologies or technology features just in our spare time?Clean Coder says football players do not train during official matches and our working hours are like official matches, we should just perform and learn in other moments. Is it really like this? How can I improve my skills with no support? Is it enough to read books and try out the exercises and perhaps some katas? In almost 5 month of Groovy on Grails experience at work, I have never had the opportunity to create anything from scratch, just worked on existing issues where it was even really difficult to get the domain knowledge from senior devs.

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• what is the Web development process efficiency judgment criteria

  - by Ahmed safan

  I'm working as a web developer and I want to be able to determine if I'm efficient. Does this include the how long it take to accomplish tasks such as: Server side code for the site logic with one language or multiple php,asp,asp.net. Client side code like javascript with jquery for ajax, menus and other interactivity Page layout, html, css (color, fonts (but I have no artistic sense!)) The needs of the site and how it will work (planning) How can i judge how long it will take to complete a website? The site has CMS for adding and editing news, products, articles on the experience of the company. Also, they can edit team work, add Recreational Activities and a logo gallery with compressed psd download, and send messages to cpanel and to email. You are starting from scratch except JQuery and PHPmailer. How can I estimate how long the job will take, and how can I calculate the required time to finish any new projects? I'm so sorry for many scattered questions, but I'm in my first experiment and I want to take benefits from the great experience of those who have it.

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• Working with a company as a Junior Developer [closed]

  - by user1601973

  We all have started our careers in some way or other. Well, I am a college student based in North America & I am doing my second internship with the same company with which I did my first internship. I came back here because people here were helpful always and supportive. But it just happened today, and I wanted to share this on SO. Well since I started I have been doing documentation and that kind of stuff only as compared to my first internship in which I actually worked along with the developers & learned so many things. Well, I was in a conversation with my Team lead, and he asked me if I completed that particular work or not? Well, That particular work had slipped from my mind. He was indeed I kind of pissed, and said "You don't have to worry about it, I will figure out". Well, I felt so bad and was about to literally cry. I stopped my lunch and then went on to complete that work. I always ask for work in office, and I always try to be an asset for whoever I am working but this was the first time that it happened. What are your thoughts on this and should I apologise or not? I think I should.

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• How to avoid to be employed by companies which are candidates to DailyWTF stories?

  - by MainMa

  I'm reading The Daily WTF archives and especially those stories about IT-related companies which have a completely wrong approach of software development, the job of a developer, etc. Some stories are totally horrible: a company don't have a local network for security reasons, another one has a source control server which can only be accessed by the manager, etc. Add to it all those stories about managers who don't know anything about their work and make stupid decisions without listening to anybody. The thing is that I don't see how to know if you will be employed by such company during an interview. Of course, sometimes, an interviewer tells weird things which gives you an idea that something goes very wrong with the company (in my case, the last manager said I should work 100% of my time through Remote Desktop, connected to on an old and slooooow machine, because "it avoids several people to modify the same source code"; maybe I should explain him what SVN is). But in most cases, you will be unable to get enough information during the interview to get the exact image of a company. So how to avoid being employed by this sort of companies? I thought about asking to see some documents like documentation guide or code style guidelines. The problem is that I live in France, and here, most of the companies don't have those documents at all, and in the rare cases where those documents exist, they are outdated, poorly written, never used, or do force you to make things that don't make any sense. I also thought about asking to see how programmers actually work. But seeing that they have dual screens or "late-modern-artsy-fartsy furnishings" doesn't mean that they don't have people making weird decisions, making it impossible to work there. Have you been in such situations? What have you tried? Have it worked?

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• More productive alone than in a team?

  - by Furry

  If I work alone, I used to be superproductive, if I want to be. Running prototypes within a day, something that you can deploy and use within a few days. Not perfect, but good enough. I also had this experience a few times when working directly with someone else. Everybody could do the whole thing, but it was more fun not to do it alone and also quicker. The right two people can take an admittedly not too large project onto new levels. Now at work we have a seven person team and I do not feel nearly as productive. Not even nearly. Certain stuff needs to be checked against something else, which then needs to also take care of some new requirement, which just came in three days ago. All sorts of stuff, mostly important, but often just a technical debt from long ago or misconception or different vocabulary for the same thing or sometimes just a not too technically thought out great idea from someone who wants to have their say, and so on. Digging down the rabbit hole, I think to myself, I could do larger portions of this work faster alone (and somewhat better, too), but it's not my responsibility (someone else gets paid for that), so by design I should not care. But I do, because certain things go hand in hand (as you may experience it, when you done sideprojects on your own). I know this is something Fred Brooks has written about, but still, what's your strategy for staying as productive as you know you could be in the cubicle? Or did you quit for some related reason; and if so where did you go?

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• Thought Oracle Usability Advisory Board Was Stuffy? Wrong. Justification for Attending OUAB: ROI

  - by ultan o'broin

  Looking for reasons tell your boss why your organization needs to join the Oracle Usability Advisory Board or why you need approval to attend one of its meetings (see the requirements)? Try phrases such as "Continued Return on Investment (ROI)", "Increased Productivity" or "Happy Workers". With OUAB your participation is about realizing and sustaining ROI across the entire applications life-cycle from input to designs to implementation choices and integration, usage and performance and on measuring and improving the onboarding and support experience. If you think this is a boring meeting of middle-aged people sitting around moaning about customizing desktop forms and why the BlackBerry is here to stay, think again! How about this for a rich agenda, all designed to engage the audience in a thought-provoking and feedback-illiciting day of swirling interactions, contextual usage, global delivery, mobility, consumerizationm, gamification and tailoring your implementation to reflect real users doing real work in real environments.  Foldable, rollable ereader devices provide a newspaper-like UK for electronic news. Or a way to wrap silicon chips, perhaps. Explored at the OUAB Europe Meeting (photograph from Terrace Restaurant in TVP. Nom.) At the 7 December 2012 OUAB Europe meeting in Oracle Thames Valley Park, UK, Oracle partners and customers stepped up to the mic and PPT decks with a range of facts and examples to astound any UX conference C-level sceptic. Over the course of the day we covered much ground, but it was all related in a contextual, flexibile, simplication, engagement way aout delivering results for business: that means solving problems. This means being about the user and their tasks and how to make design and technology transforms work into a productive activity that users and bean counters will be excited by. The sessions really gelled for me: 1. Mobile design patterns and the powerful propositions for customers and partners offered by using the design guidance with Oracle ADF Mobile. Customers' and partners' developers existing ADF developers are now productive, efficient ADF Mobile developers applying proven UX guidance using ADF Mobile components and other Oracle Fusion Middleware in the development toolkit. You can find the Mobile UX Design Patterns and Guidance on Building Mobile Apps on OTN. 2. Oracle Voice and Apps. How this medium offers so much potentual in the enterprise and offers a window in Fusion Apps cloud webservices, Oracle RightNow NLP and Nuance technology. Exciting stuff, demoed live on a mobile phone. Stay tuned for more features and modalities and how you can tailor your own apps experience.  3. Oracle RightNow Natural Language Processing (NLP) Virtual Assistant technology (Ella): how contextual intervention and learning from users sessions delivers a great personalized UX for users interacting with Ella, a fifth generation VA to solve problems and seek knowledge. 4. BYOD Keynote: A balanced keynote address contrasting Fujitsu's explaining of the conceprt, challenges, and trends and setting the expectation that BYOD must be embraced in a flexible way,  with the resolute, crafted high security enterprise requirements that nuancing the BYOD concept and proposals with the realities of their world of water tight information and device sharing policies. Fascinating stuff, as well providing anecdotes to make us thing about out own DYOD Deployments. One size does not fit all. 5. Icon Cultural Surveys Results and Insights Arising: Ever wondered about the cultural appropriateness of icons used in software UIs and how these icons assessed for global use? Or considered that social media "Like" icons might be  unacceptable hand gestures in culture or enterprise? Or do the old world icons like Save floppy disk icons still find acceptable? Well the survey results told you. Challenges must be tested, over time, and context of use is critical now, including external factors such as the internet and social media adoption. Indeed the fears about global rejection of the face and hand icons was not borne out, and some of the more anachronistic icons (checkbooks, microphones, real-to-real tape decks, 3.5" floppies for "save") have become accepted metaphors for current actions. More importantly the findings brought into focus the reason for OUAB - engage with and illicit feedback though working groups before we build anything. 6. EReaders and Oracle iBook: What is the uptake and trends of ereaders? And how about a demo of an iBook with enterprise apps content?  Well received by the audience, the session included a live running poll of ereader usage. 7. Gamification Design Jam: Fun, hands on event for teams of Oracle staff, partners and customers, actually building gamified flows, a practice that can be applied right away by customers and partners.  8. UX Direct: A new offering of usability best practices, coming to an external website for you in 2013. FInd a real user, observe their tasks, design and approve, build and measure. Simple stuff to improve apps implications no end. 9. FUSE (an internal term only, basically Fusion Simplified Experience): demo of the new Face of Fusion Applications: inherently mobile, simple to use, social, personalizable and FAST, three great demos from the HCM, CRM and ICT world on how these UX designs can be used in different ways. So, a powerful breadth and depth of UX solutions and opporunities for customers and partners to engage with and explore how they can make their users happy and benefit their business reaping continued ROI from those apps investments. Find out more about the OUAB and how to get involved here ... 

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• What should I do next in my life as a programmers? [closed]

  - by user1769787

  I am doing work in asp.net (mvc) in my starting days of programming 2 years ago.I have done work on some web-apps. I am not comfortable with c# but have working skill in jQuery and front-end development. from a year I do UI kind of work. Now someone can suggest me what should I do for next. Should I learn asp.net mvc or I should go for PHP then I can do some wordpress development. The problem is I never found small people use asp.net rather then PHP.( I am not currently employed). Someone can help me what should I do. I have front-end skill (not in programming) so what Is best for me to do.

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• How do you stay motivated for hobby projects?

  - by aubreyrhodes

  I started seriously programming as a hobbiest, student and then intern about 4 years ago and I've always done small projects on the side as a learning exercise. Schools over now though, and I spend my days at work as a software developer. I would still love to do projects on the side to learn about areas in computer science that I'm not exposed to at work, but I've noticed that after 8 hours of starring at an IDE it's far to tempting to veg out. Any time I do get up the gumption to work on something for a few hours lately it's gotten left by the wayside. Anyone have any advice for sticking with side projects when you spend most of your day coding?

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• Working environment

  - by Yottatron

  I realise that this might not be the right place to ask questions about employment and that the question my raise debate etc. The company I work for recently decided that rather than having one web developer working on sites from a branch it would be better to make that person come into head office and work in the middle of a busy call centre. Also they're expecting the developer to answer the phone if it rings and take messages. Does anyone find that strange? Is it really the right place for a programmer to work? Thanks for the advice

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