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• Improved Customer Experience, but at what Cost?

  - by Tony Berk

  We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits?That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month. In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction.What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication  or interaction channels including sales and service call centers, email marketing and online. Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates, faster issue resolution and 40% improvement in revenue per click in email marketing. Click here, to learn more about Oracle Customer Experience and stay tuned for more customer spotlights.

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• Enable/Disable SSL JSSE in Weblogic Server 11g/12c

  - by Vijaya Moderator -Oracle

  Here is the flag to enable or to disable JSSE.-Dweblogic.ssl.JSSEEnabled=true|false Oracle recommends that you keep this value set to true.  Starting WLS 12c, Even if the above option is set to false , it is ignored. The changes are neither persisted nor the Mbean value is also left unmodified.... Please also be aware of the below changes in SSL implementation in 12c version 1. Certicom has been removed from WebLogic Server 12.1.1 and is no longer supported. 2. JSSE is the only SSL implementation that is supported in WebLogic Server 12.1.1. The following configuration changes have been made to be consistent with this support: The default for JSSEEnabled has been changed to true. Oracle recommends that you keep this value set to true. If JSSEEnabled is set to false, it will be ignored. That is, the MBean value will not be changed either in memory or the persisted config.xml file. WebLogic Server will continue to use JSSE, but will issue a warning. Please refer to the below doc in OTN for more info... Oracle Fusion Middleware What's New in Oracle WebLogic Server - 12c Release 1 (12.1.1)

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• Oracle Financials In the News

  - by Di Seghposs

  Coming off of OpenWorld and all the excitement around Oracle’s “Cloud” strategy, we thought we’d share what others had to say recently about Oracle’s financial solutions in and out of the cloud: Information Management, the educated reader’s choice for the latest news, commentary and feature content serving the information technology and business community, had an interesting blog post from Bill McNee of Saugatuck Technology, entitled, “A Bull Market for Finance Cloud Apps”. In the post, he highlights Oracle as one of the ‘significant players’ in the space… Oracle: As recently announced, Oracle is now aggressively marketing its Oracle Fusion Financials Cloud Service to midsize and large enterprise customers. While we anticipate that this solution set will primarily appeal to a portion of the existing Oracle customer footprint, rather than taking share from competitors, it is embedding some strong mobile and social capabilities that should help it gain traction. Read the full article - “A Bull Market for Finance Cloud Apps” Ventana Research, a leading benchmark research and advisory services firm, made mention to Oracle Fusion Financials in a recent blog post. While we all know ‘boring is cool’, it was cool to see Robert Kugel, SVP Research, discussing Oracle’s Fusion Financials strategy. Here’s some excerpts: “For at least the next five years I believe Oracle has a good strategy, because the transition from the existing Oracle ERP offerings to Fusion Financials can be less painful than similar migrations…” “Deploying Fusion GL can facilitate a more consistent and faster way to execute finance department functions.” “Fusion Financials is the go-forward accounting and financial applications suite that will coexist…” “Whether or not it’s time to migrate, I think all users of Oracle’s E-Business Suite, Oracle Applications, PeopleSoft and JD Edwards software should consider Fusion GL as part of an ongoing program to extract more value from their core financial systems.” Read the full article - “Oracle Fusion Financials: Boring is Cool”

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• Verfication vs validation again, does testing belong to verification? If so, which?

  - by user970696

  I have asked before and created a lot of controversy so I tried to collect some data and ask similar question again. E.g. V&V where all testing is only validation: http://www.buzzle.com/editorials/4-5-2005-68117.asp According to ISO 12207, testing is done in validation: •Prepare Test Requirements,Cases and Specifications •Conduct the Tests In verification, it mentiones. The code implements proper event sequence, consistent interfaces, correct data and control flow, completeness, appropriate allocation timing and sizing budgets, and error definition, isolation, and recovery. and The software components and units of each software item have been completely and correctly integrated into the software item Not sure how to verify without testing but it is not there as a technique. From IEEE: Verification: The process of evaluating software to determine whether the products of a given development phase satisfy the conditions imposed at the start of that phase. [IEEE-STD-610]. Validation: The process of evaluating software during or at the end of the development process to determine whether it satisfies specified requirements. [IEEE-STD-610] At the end of development phase? That would mean UAT.. So the question is, what testing (unit, integration, system, uat) will be considered verification or validation? I do not understand why some say dynamic verification is testing, while others that only validation. An example: I am testing an application. System requirements say there are two fields with max. lenght of 64 characters and Save button. Use case say: User will fill in first and last name and save. When checking the fields and Save button presence, I would say its verification. When I follow the use case, its validation. So its both together, done on the system as a whole.

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• Social Retailing

  - by David Dorf

  For retailers the move to mobile has been obvious.  More and more consumers are interacting with retailers, both online and in the store, using their mobile devices.  Retailers are quick to invest in both consumer facing mobile apps as well as ones to equip employees.  But when I talk to retailers about social, the value isn't as clear-cut.  Intuitively, retailers know that better relationships with customers will result in higher sales, but the trip to get there has many paths. The interesting thing about social media is that it has the potential to permeate all parts of the business.  Obviously it works well for marketing, but it also has a place with recruiting, knowledge management, trend analysis, and employee collaboration.  Information gathered from social media can enhance existing processes like assortment planning, product development, space planning, promotion planning, and replenishment.  Letting the customer influence each of these areas helps align the experience. One of the things holding retailers back is the lack of consistent and integrated tools to manage social media and make sense of the huge amounts of data.  To that end Oracle has been aggressively acquiring in the space, as depicted in the infographic below.  Soon, social will get the same level of investment as mobile. The Social CRM Arms Race: A Timeline - An infographic by the team at Pardot Marketing Automation

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• Data that has been deleted in P6, how is it updated in Analytics

  - by Jeffrey McDaniel

  In P6 Reporting Database 2.0 the ETL process looked to the refrdel table in the P6 PMDB to determine which projects were deleted. The refrdel table could not be cleared out between ETL runs or those deletes would be lost. After the ETL process is run the refrdel can be cleared out. It is important to keep any purging of the refrdel in a consistent cycle so the ETL process can pick up these deletes and process them accordingly.  In P6 Reporting Database 2.2 and higher the Extended Schema is used as the data source. In the Extended Schema, deleted data is filtered out by the views. The Extended Schema services will handle any interaction with the refrdel table, this concern with timing refrdel cleanup and ETL runs is not applicable as of this release. In the Extended Schema tables (ex. TaskX) there can still be deleted data present. The Extended Schema views join on the primary PMDB tables (ex. Task) and filter out any deleted data.  Any data that was deleted that remains in the Extended Schema tables can be cleaned out at a designated time by running the clean up procedure as documented in the P6 Extended Schema white paper. This can be run occasionally but is not necessary to run often unless large amounts of data has been deleted.

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• Financial institutions build predictive models using Oracle R Enterprise to speed model deployment

  - by Mark Hornick

  See the Oracle press release, Financial Institutions Leverage Metadata Driven Modeling Capability Built on the Oracle R Enterprise Platform to Accelerate Model Deployment and Streamline Governance for a description where a "unified environment for analytics data management and model lifecycle management brings the power and flexibility of the open source R statistical platform, delivered via the in-database Oracle R Enterprise engine to support open standards compliance." Through its integration with Oracle R Enterprise, Oracle Financial Services Analytical Applications provides "productivity, management, and governance benefits to financial institutions, including the ability to: Centrally manage and control models in a single, enterprise model repository, allowing for consistent management and application of security and IT governance policies across enterprise assets Reuse models and rapidly integrate with applications by exposing models as services Accelerate development with seeded models and common modeling and statistical techniques available out-of-the-box Cut risk and speed model deployment by testing and tuning models with production data while working within a safe sandbox Support compliance with regulatory requirements by carrying out comprehensive stress testing, which captures the effects of adverse risk events that are not estimated by standard statistical and business models. This approach supplements the modeling process and supports compliance with the Pillar I and the Internal Capital Adequacy Assessment Process stress testing requirements of the Basel II Accord Improve performance by deploying and running models co-resident with data. Oracle R Enterprise engines run in database, virtually eliminating the need to move data to and from client machines, thereby reducing latency and improving security"

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• Join the Customer Experience Revolution

  - by Divya Malik

  By Suzy Meriwhether Customers want simple, consistent, and relevant experiences across all touchpoints and devices. Creating a great customer experience means delivering these qualities consistently over time across the entire customer lifecycle and enable businesses to attract more, retain more and sell more. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Most successful companies would say that they try to create a good customer experience and have already invested in the systems, people, and training to develop it. So what’s missing? Why is it so much more difficult to meet customer expectations every day, in every way? How can you learn more? Join Oracle for a Live Event: Customer Experience Online Forum Participate in the Customer Experience Online Forum to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, Marriott International, Nikon and other thought leaders to learn about the ROI of customer experience, what strategies leading brands use to win over customers, and how Oracle solutions can help you succeed in the Experience Revolution. I encourage you to register now for the half-day live event.

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• Oracle Exalogic Customer Momentum @ OOW'12

  - by Sanjeev Sharma

  [Adapted from here]  At Oracle Open World 2012, i sat down with some of the Oracle Exalogic early adopters  to discuss the business benefits these businesses were realizing by embracing the engineered systems approach to data-center modernization and application consolidation. Below is an overview of the 4 businesses that won the Oracle Fusion Middleware Innovation Award for Oracle Exalogic this year. Company: Netshoes About: Leading online retailer of sporting goods in Latin America.Challenges: Rapid business growth resulted in frequent outages and poor response-time of online store-front Conventional ad-hoc approach to horizontal scaling resulted in high CAPEX and OPEX Poor performance and unavailability of online store-front resulted in revenue loss from purchase abandonment Solution: Consolidated ATG Commerce and Oracle WebLogic running on Oracle Exalogic.Business Impact:Reduced abandonment rates resulting in a two-digit increase in online conversion rates translating directly into revenue up-liftCompany: ClaroAbout: Leading communications services provider in Latin America.Challenges: Support business growth over the next 3  - 5 years while maximizing re-use of existing middleware and application investments with minimal effort and risk Solution: Consolidated Oracle Fusion Middleware components (Oracle WebLogic, Oracle SOA Suite, Oracle Tuxedo) and JAVA applications onto Oracle Exalogic and Oracle Exadata. Business Impact:Improved partner SLA’s 7x while improving throughput 5X and response-time 35x for  JAVA applicationsCompany: ULAbout: Leading safety testing and certification organization in the world.Challenges: Transition from being a non-profit to a profit oriented enterprise and grow from a $1B to $5B in annual revenues in the next 5 years Undertake a massive business transformation by aligning change strategy with execution Solution: Consolidated Oracle Applications (E-Business Suite, Siebel, BI, Hyperion) and Oracle Fusion Middleware (AIA, SOA Suite) on Oracle Exalogic and Oracle ExadataBusiness Impact:Reduced financial and operating risk in re-architecting IT services to support new business capabilities supporting 87,000 manufacturersCompany: Ingersoll RandAbout: Leading manufacturer of industrial, climate, residential and security solutions.Challenges: Business continuity risks due to complexity in enforcing consistent operational and financial controls; Re-active business decisions reduced ability to offer differentiation and compete Solution: Consolidated Oracle E-business Suite on Oracle Exalogic and Oracle ExadataBusiness Impact:Service differentiation with faster order provisioning and a shorter lead-to-cash cycle translating into higher customer satisfaction and quicker cash-conversionCheck out the winners of the Oracle Fusion Middleware Innovation awards in other categories here.

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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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• Object inheritance and method parameters/return types - Please check my logic

  - by user2368481

  I'm preparing for a test and doing practice questions, this one in particular I am unsure I did correctly: We are given a very simple UML diagram to demonstrate inheritance: I hope this is clear, it shows that W inherits from V and so on: |-----Y V <|----- W<|-----| |-----X<|----Z and this code: public X method1(){....} method2(new Y()); method2(method1()); method2(method3()); The questions and my answers: Q: What types of objects could method1 actually return? A: X and Z, since the method definition includes X as the return type and since Z is a kind of X is would be OK to return either. Q: What could the parameter type of method2 be? A: Since method2 in the code accepts Y, X and Z (as the return from method1), the parameter type must be either V or W, as Y,X and Z inherit from both of these. Q: What could return type of method3 be? A: Return type of method3 must be V or W as this would be consistent with answer 2.

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• How do I (quickly) let people know that software I am providing for free is not abandon-ware?

  - by blueberryfields

  As an independent, individual programmer: How do I let people very quickly know that I have not abandoned the software I've written and given away for free? That I am putting in the effort required to maintain and support my software to a professional level? When software written by one or two developers is available for free, or marked as open-source, usually the default assumption is that it's abandon-ware. This is usually a safe assumption - check out the answers to this question if you doubt it: Why do programmers write applications and then make them free?. There are lots of programmers who provide free and/or open-source tools which are not abandon-ware, though. If we're talking about large companies, ie Google, there's no real problem telling the difference between supported, live tools and software, and those which are abandoned or discontinued. A lively git repository isn't quick - users will have to be savvy enough to understand the repository and know where to look for it. Consistent marketing and community management take more time and effort than I can put in on my own. Also, if my software becomes popular/successful, I assume those will grow on their own, and be supported by power users in the community.

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• How does font rendering actually work?

  - by Andrea

  I realize that I know essentially nothing about the way fonts get rendered in my computer. From what I can observe, font rendering is generally made in a consistent way throughout the system. For instance, the subpixel font hinting settings that I configure in my DE control panel have influence on text which appears on window borders, in my browser, in my text editor and so on. (I should observe that some Java applications show a noticeable difference, so I guess they are using a different font rendering mechanism). What I get from the above is that probably all applications that need font rendering make use of some OS (or DE)-wide library. On the other hand, browsers usually manage their own rendering through a rendering engine, that takes care of positioning various items - including text - according to specific flow rules. I am not sure how these two facts are compatible. I would assume that the browser would have to ask the OS to draw a glyph at a given position, but how can it manage the flow of text without knowing beforehand how much space the glyph will take? Are there separate calls to determine the glyph sizes, so that the browser can manage the flow as if characters were little boxes that are later filled in by the OS? (Although this does not take care of kerning). Or is the OS responsible for drawing a whole text area, including text flow? Does the OS return the rendered glyph as a bitmap and leaves it to the application to draw that on the screen?

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• SEO - different data with same title and keywords

  - by Junaid Saeed

  here is my scenario i have a website where i redirect my users basing upon the device they were using, lets say a user is visiting from an iPad, i take him directly to the page of iPad wallpapers, the user selects iPad version & i take the user to the gallery of wallpapers where the user can select & download any wallpaper. Every wallpaper is the required resolution, i have my reasons for doing this, now the thing is there are diff. resolution. versions of an image appearing one 5 diff. sections of my website, each having their own view page Now there is only one record in db.table for the image, and basing on the my consistent naming convention of the images, i pick the required image. this means when 5 different pages are generated in 5 categorized sections of the website, due to a shared DB record, the keywords, the titles and every single detail of the 5 pages is same besides the resolution of the image, and the section specific details that the page has and yeah the pages also have different paths like wallpapers.com\ipad-1\cars\Ferrari-dino.html wallpapers.com\ipad-2\cars\Ferrari-dino.html wallpapers.com\ipad-3\cars\Ferrari-dino.html wallpapers.com\ipad-4\cars\Ferrari-dino.html wallpapers.com\ipad-5\cars\Ferrari-dino.html now this is my scenario, How do Search Engines see it and how do they rank it? Is it a Good or Normal or Bad SEO practice? If bad how dangerous it is for my sites SEO? i need your comments on my scenario.

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• which style of member-access is preferable

  - by itwasntpete

  the purpose of oop using classes is to encapsulate members from the outer space. i always read that accessing members should be done by methods. for example: template<typename T> class foo_1 { T state_; public: // following below }; the most common doing that by my professor was to have a get and set method. // variant 1 T const& getState() { return state_; } void setState(T const& v) { state_ = v; } or like this: // variant 2 // in my opinion it is easier to read T const& state() { return state_; } void state(T const& v) { state_ = v; } assume the state_ is a variable, which is checked periodically and there is no need to ensure the value (state) is consistent. Is there any disadvantage of accessing the state by reference? for example: // variant 3 // do it by reference T& state() { return state_; } or even directly, if I declare the variable as public. template<typename T> class foo { public: // variant 4 T state; }; In variant 4 I could even ensure consistence by using c++11 atomic. So my question is, which one should I prefer?, Is there any coding standard which would decline one of these pattern? for some code see here

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• How do references work in R?

  - by djechlin

  I'm finding R confusing because it has such a different notion of reference than I am used to in languages like C, Java, Javascript... Ruby, Python, C++, well, pretty much any language I have ever programmed in ever. So one thing I've noticed is variable names are not irrelevant when passing them to something else. The reference can be part of the data. e.g. per this tutorial a <- factor(c("A","A","B","A","B","B","C","A","C")) results <- table(a) Leads to $a showing up as an attribute as $dimnames$a. We've also witnessed that calling a function like a <- foo(alpha=1, beta=2) can create attributes in a of names alpha and beta, or it can assign or otherwise compute on 1 and 2 to properties already existing. (Not that there's a computer science distinction here - it just doesn't really happen in something like Javascript, unless you want to emulate it by passing in the object and use key=value there.) Functions like names(...) return lvalues that will affect the input of them. And the one that most got me is this. x <- c(3, 5, 1, 10, 12, 6) y = x[x <= 5] x[y] <- 0 is different from x <- c(3, 5, 1, 10, 12, 6) x[x <= 5] <- 0 Color me confused. Is there a consistent theory for what's going on here?

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• Creating, using and managing XML component dictionaries quick tutorials

  - by drrwebber

  XML Component Dictionary capabilities are provided in conjunction with the CAM Editor toolset.  These dictionaries accelerate the development of consistent XML information exchanges using standard sets of dictionary components. The quick tutorials are aimed at showing the 'how to' of the basic capabilities to jump start use of XML dictionaries with the CAM Editor. The collection of dictionary tutorials videos run for a total of approximately 20 minutes.  Each video can be reviewed individually also. Learn how to use the dictionary functions to create dictionaries by harvesting data model components from existing XSD schema, SQL database table schema, or simple Excel / Open Office spreadsheets with tables of components listed.Also included are tips and functions relating to use of NIEM exchange development, IEPD and EIEM techniques.These videos should be viewed in conjunction with reviewing the overall concepts and techniques described in the companion video on the CAM Editor and Dictionaries overview.  The approach is aligned with OASIS and Core Components Technical Specification (CCTS) standards specifications for XML components and dictionaries.Dictionary collections can be stored locally on the file system, or local network, or collaboratively on the web or cloud deployment, or can be shared and managed securely using the Oracle Enterprise Repository (OER) tool. Also included are techniques relating to the use of the NIEM approach for developing XML exchange schema and IEPD packages.  This includes generating reuse scores, wantlist, and cross reference spreadsheets. Included in the latest release of the CAM Editor is the ability to use the analyse dictionary tool to determine duplicate components, conflicting component definitions, missing component descriptions and so on.  This ensures high quality dictionary component specifications.  Using the CAM Editor you can also create MindMap models and UML physical models of your dictionary components sets. For a complete guide to using the CAM Editor see the main YouTube video tutorials website and the CAM Editor website.

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• Ubuntu 12.04 using b43-fwcutter

  - by Nathan

  I have used 10.04 with the b43-fwcutter driver to drive my BCM4318 Broadcom card (a Linksys WPC54G v3) on my old Dell Inspiron 8100 for two years+ with no troubles. I just upgraded to 12.04 and although everything worked fine after install, before I added the b43-fwcutter driver, once I installed the driver, the system refuses to boot. Even before I install the Linksys card!! It just hangs on boot with graphical garbage on the screen. I tried several attempts to recover the system using the live CD, and finally reinstalled completely. I have been thru the cycle, install fresh system, verify everything works, then install b43-fwcutter and it is hung, several times. Consistent hard fail. The system runs fine on hardwire Ethernet, and wireless was fine on 10.04. But I cannot get there with 12.04. So after several attempts, I am now ready to admit defeat and ask for help. I have read every thread that search turned up, and either the advice is to do what I did, i.e. install fwcutter, or does not apply (Different Broadcom, STA, legacy, whatever) So what do I need to do to fix it? Or is the B43-fwcutter driver broken for 12.04? Thoughts? Tips? Log files needed??

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• Leading Analyst Firm Positions Oracle in Leaders Quadrant for Web Content Management

  - by Christie Flanagan

  Gartner, Inc. has named Oracle a Leader in its latest “Magic Quadrant for Web Content Management.” Gartner’s Magic Quadrants position vendors within a particular quadrant based on their completeness of vision and their ability to execute on that vision. According to Gartner, “WCM plays an increasingly important role in business performance. It has become the central point of coordination for initiatives involving the enterprise's online presence, and these initiatives have become more sophisticated and more important to enterprises' business strategies. Thus, WCM is key for organizations wishing to execute a strategy of OCO (online channel optimization) that embraces areas such as customer experience management, e-commerce, digital marketing, multichannel marketing and website consolidation.” Gartner continued, “Leaders should drive market transformation. Leaders have the highest combined scores for Ability to Execute and Completeness of Vision. They are doing well and are prepared for the future with a clear vision and a thorough appreciation of the broader context of OCO. They have strong channel partners, a presence in multiple regions, consistent financial performance, broad platform support and good customer support. In addition, they dominate in one or more technologies or vertical markets. Leaders are aware of the ecosystem in which their offerings need to fit. Leaders can: demonstrate enterprise deployments’ offer integration with other business applications and content repositories; provide a vertical-process or horizontal-solution focus.” Oracle WebCenter, the engagement platform powering exceptional experiences for customers, employees and partners, connects people and information by bringing together the most complete portfolio of portal, Web experience management, content, social, and collaboration technologies into a single integrated product suite. Oracle WebCenter also provides the foundation for Oracle Fusion Middleware and Oracle Fusion Applications to deliver a next-generation user experience.  To see the latest reports, webcasts and demonstrations about Oracle's web experience management solution, Oracle WebCenter Sites, please visit our Connected Customer Experience Resource Center.

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• TraceTune: Larger Files and History

  - by Bill Graziano

  I updated TraceTune over the weekend.  I increased the trace file upload size to 20MB.  We’ve processed over half a million rows of trace data so far and I’m confident this won’t kill the server. I added average CPU and average disk reads to the screen that lists the SQL statements in a trace file. I only added these two.  I’m pretty sure average writes isn’t that import.  I’m still thinking about average duration.  I’m trying to balance showing you what you need with a clean, simple interface.  Plus I have a way to see the averages that I describe further down. TraceTune now keeps the last 10 files that you’ve uploaded and will give you some basic details about each file. I think the last change I made is the most interesting. For each SQL statement, I show the history of that statement. You’ll see each trace file where this statement was found.  It will list the averages for CPU, reads, writes and duration.  This will quickly show you if you’re improving the performance of that query.  In my screen shot above you can that even though the execution counts are very different the averages are consistent. If you want to see what queries are consuming the most resources on your server give TraceTune a try.

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• Should we encourage coding styles in favor of developer's autonomy, or discourage it in favor of consistency?

  - by Saeed Neamati

  A developer writes if/else blocks with one-line code statements like: if (condition) // Do this one-line code else // Do this one-line code Another uses curly braces for all of them: if (condition) { // Do this one-line code } else { // Do this one-line code } A developer first instantiates an object, then uses it: HelperClass helper = new HelperClass(); helper.DoSomething(); Another developer instantiates and uses the object in one line: new HelperClass().DoSomething(); A developer is more easy with arrays, and for loops: string[] ordinals = new string[] {'First', 'Second', 'Third'}; for (i = 0; i < ordinals.Length; i++) { // Do something } Another writes: List<string> ordinals = new List<string>() {'First', 'Second', 'Third'}; foreach (string ordinal in ordinals) { // Do something } I'm sure that you know what I'm talking about. I call it coding style (cause I don't know what it's called). But whatever we call it, is it good or bad? Does encouraging it have an effect of higher productivity of developers? Should we ask developers to try to write code the way we tell them, so to make the whole system become style-consistent?

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

  - by Charles Knapp

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

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• Google+ Platform Office Hours for May 16th, 2012: Hangouts API v1.1

  Google+ Platform Office Hours for May 16th, 2012: Hangouts API v1.1 This week we discussed the latest release of the Hangouts API, v1.1. JD Salazar and Richard Dunn from the Hangouts API engineering team joined us to help your answer questions. Discussion this session on Google+: goo.gl You can learn more about our office hours here: goo.gl 0:29 - Introductions 2:50 - Richard gives us an overview of what's new in Hangouts API v1.1 8:57 - What are the default scales for the static overlays? 9:25 - Will the static overlay scale ratio change during the hangout? 10:13 - What is the resolution of the feed? How do I ensure my overlays match the quality? 12:49 - How do I know if an image resource has failed to load? 16:33 - Can we have animated gifs as overlays? 19:44 - Loaded overlays do not clear upon deletion. How many can I load before I encounter issues? 21:48 - Are sound overlays played to all participants or only locally? What about sound cancellation? 23:27 - How do you uninstall a Hangout app? 25:41 - Can I make an app that uses drag and drop onto the film strip? 26:55 - Can we embed participant thumbnails elsewhere on the screen? 28:33 - How can I determine a consistent ordering for hangout participants? 31:35 - Can I access Picasa photos uploaded by another user within a hangout? Gerwin demonstrates his solution. 31:14 - How do I know when my hangout app has been unloaded for the purposes of doing cleanup? 39:28 - Will face tracking ever support multiple faces? 40:41 - Can I use WebGL in a hangouts app? 42:09 - I'm having issues with <b>...</b> From: GoogleDevelopers Views: 2032 18 ratings Time: 53:05 More in Science & Technology

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• Constituent Experience Counts In Public Sector

  - by Michael Seback

    Businesses and government organizations are operating in an era of the empowered customer where service  and communication channels are challenged every day.  Consumers in the private sector have high expectations from purchasing gifts online, reading reviews on social sites, and expecting the companies they do business with to know and reward them.   In the Public Sector, constituents also expect government organizations to provide consistent and timely service across agencies and touch points.  Examples include requesting critical city services, applying for social assistance or reviewing insurance plans for a health insurance exchange. If an individual does not receive the services they need at the right time and place, it can create a dire situation – involving housing, food or healthcare assistance. Government organizations need to deliver a fast, reliable and personalized experience to constituents. Look at a few recent statistics from a Government focused survey: How do you define good customer service? 70 % improved services, 48% shortest time to provide information, 44% shortest time to resolve complaints What are ways/opportunities to improve customer service? 69% increased collaboration across agencies and 41% increased customer service channels Are you using data collected to make informed decisionsto improve customer service efforts? 39% data collection is limited, not used to improve decision making Source: Re-Imagining Customer Service in Government, 2012 Click here to see the highlights.  Would you like to get started – read Eight Steps to great constituent experiences for government.

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• Oracle is Child&rsquo;s Play&hellip;in NSW

  - by divya.malik

  A few weeks ago, my colleague Michael Seback posted a blog entry on Oracle’s acquisition of Haley.  We recently read  an interesting report from Down Under, and here was our press release on the  implementation of Oracle’s Policy automation software in New South Wales, which I thought I would share. We always love hearing about our software “at work”, and especially in the Public Sector- social services area, where it makes a big difference to people’s lives. Here were some of the reasons, why NSW chose Oracle software: “One of the things Oracle’s Policy Automation system is good at is allowing you take decision  trees and rules that are obviously written in English and code them up using very much a natural language approach,” said Holling (CIO for Human Services). “So it was quite a short process to translate the final set of rules that were written on paper into business rules that were actually embedded in the system.” “Another reason why we chose Oracle’s Automation tool is because with future versions of Siebel it comes very tightly integrated with that. It allows us to then to basically take the results of the Policy Automation survey and actually populate our client management system database with that information,” said Holling. As per Surend Dayal, North America VP, Oracle’s Policy automation has applications across a wide range of industries, including public sector—especially health and human services—also financial services, insurance, and even airline rewards programs. In other words, any business process that requires consistent, accurate decision-making where complex legislation and/or internal policies are involved. Click here to read more about Oracle and Haley.

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