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• The Customer Experience Revolution is Now

  - by Christie Flanagan

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

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• Product Support Webcast for Existing Customers:Getting the Most from My Oracle Support, Tips and Tricks for WebCenter Content

  - by John Klinke

  My Oracle Support (MOS) is the one-stop support solution for WebCenter customers with Oracle Premier Support. Join us for this 1-hour Advisor Webcast "Getting the Most from My Oracle Support, Tips and Tricks for WebCenter Content" on July 11, 2013 at 11:00am Eastern (16:00 UK / 17:00 CET / 8:00am Pacific / 9:00am Mountain) Topics will include:- My Oracle Support Search, Advanced Search, and PowerViews- Information Centers- Latest Patches and Bundle Patches- My Oracle Support Community- Remote Diagnostic Administration (RDA) Make sure to register and mark this date on your calendar. Register here: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=594341268&t=aOnce your registration request is approved, you will receive a confirmation email with instructions for joining the webcast on July 11. Past Advisor Webcasts have been recorded and can be viewed by going to the 'archived' tabs on this knowledge base announcement:https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=1456204.1 (active support contract required)

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• Employee Engagement: Drive Business Value

  - by Kellsey Ruppel

  As we’ve been discussing this week, employee engagement is extremely important and you’ve probably realized that effectively engaging your employees is essential to driving business value. Your employees are the ones responsible for executing on the business’ objectives. Your employees (in the sales & service departments) are the ones interacting with your customers the most, so delivering on customer expectations and attaining high levels of customer engagement are simply not possible without successfully empowering these this stakeholder group. High employee and partner engagement can have many benefits including: Higher levels of employee productivity Longer employee retention Stronger, more enduring and more successful relationships Serving as ambassadors for an organization’s brand More likely to deliver excellent customer service Referring others for hire Recommending the organization’s products and services Sharing feedback with their colleagues In a way, engagement is a measure of employee investment in an organization’s mission and brand. And then you have the enablement piece of this as well.  It’s hard to imagine a high level of engagement existing among employees who don’t feel that they’ve been enabled to do their jobs very efficiently or effectively. You’re just not going to find high engagement among people if the everyday processes and technologies  they work with make it a challenge for them to access, share and manage the information  they need do their jobs or if they’re unable to effectively collaborate around the projects they’re working on. How does your organization measure on the employee engagement spectrum? We’ve got a number of different resources to help you get started! Portal Resource Center Video: Got a minute? WebCenter in Action Webcast Series Portal Engagement Webcast 

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• Single CAS web application in a cluster

  - by Dolf Dijkstra

  Recently a customer wanted to set up a cluster of CAS nodes to be used together with WebCenter Sites. In the process of setting this up they realized that they needed to create a web application per managed server. They did not want to have this management burden but would like to have one web application deployed to multiple nodes. The reason that there is a need for a unique application per node is that the web-application contains information that needs to be unique per node, the postfix for the ticket id.  My customer would like to externalize the node specific configuration to either a specific classpath per managed server or to system properties set at startup.It turns out that the postfix for ticket ids is managed through a property host.name and that this property can be externalized.The host.name property is used in: /webapps/cas/WEB-INF/spring-configuration/uniqueIdGenerators.xmlIt is set in /webapps/cas/WEB-INF/spring-configuration/propertyFileConfigurer.xmlin a PropertyPlaceholderConfigurer.The documentation for PropertyPlaceholderConfigurer:http://static.springsource.org/spring/docs/2.0.x/api/org/springframework/beans/factory/config/PropertyPlaceholderConfigurer.htmlThis indicates that the properties defined through the PropertyPlaceHolderConfigurer can be externalized.To enable this externalization you would need to change host.properties so it is generic for all the managed servers and thus can be reused for all the managed servers: host.name=${cluster.node.id}Next step is to change the startup scripts for the managed servers and add a system property for -Dcluster.node.id=<something unique and stable>.Viola, the postfix is externalized and the web application can be shared amongst the cluster nodes.

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• Apache2 - Hosting two sites on the same domain with different ports

  - by user1026361

  I am hosting a staging site (test.mydomain.com) which currently work well on port 80 for two sites (test.mydomain.com and test.FRmydomain.com) I am working on a new backend and I would like to deploy a third site on this server for testing. My hope is that it will live at test.mydomain.com:4204. I've got some experience with apache and quickly added statements: Listen 4204 NameVirtualHost *:4204 and created a new config for my site. What I imagine are the relevant parts of my config: <VirtualHost *:4204 > ServerAdmin [email protected] ServerName test.mydomain.com:4204 However, the site is not publicly available, by name or ip. If i curl localhost:4204 from the server, I get the expected page content At this point, I'm a bit of a loss on how to go forwards. It seems like my config is correct but not available to be served. Am I better off defining a proxy definition so that, for instance: test.mydomain.com/4204 proxies to my localhost server or is there a way to make the site available via the internet? EDIT: I have added an iptable rule after further Googling with the command: iptables -I INPUT -p tcp --dport 4204 -j ACCEPT I can see apache listening on 4204 and the rule is definitely in place but cant reach the site

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• configs for several sites in apache with ssl

  - by elCapitano

  i need to secure two different sites in apache. One of them should only be a proxy for a different server which is running on port 8069. Now one (which is natively included in apache) runs with SSL: <VirtualHost *:443> ServerName 192.168.1.20 SSLEngine on SSLCertificateFile /etc/ssl/erp/oeserver.crt SSLCertificateKeyFile /etc/ssl/erp/oeserver.key DocumentRoot /var/www/cloud ServerPath /cloud/ #CustomLog /var/www/logs/ssl-access_log combined #ErrorLog /var/www/logs/ssl-error_log </VirtualHost> The other one is not running and even not registered. When i try to access it, i get an exception (ssl_error_rx_record_too_long): <VirtualHost *:443> ServerName 192.168.1.20 ServerPath /erp/ SSLEngine on SSLCertificateFile /etc/ssl/erp/oeserver.crt SSLCertificateKeyFile /etc/ssl/erp/oeserver.key ProxyRequests Off ProxyPreserveHost On <Proxy *> Order deny,allow Allow from all </Proxy> ProxyVia On ProxyPass / http://127.0.0.1:8069/ ProxyPassReverse / http://127.0.0.1:8069 RewriteEngine on RewriteRule ^/(.*) http://127.0.0.1:8069/$1 [P] RequestHeader set "X-Forwarded-Proto" "https" SetEnv proxy-nokeepalive 1 </VirtualHost> My whish is the following configuration: 192.168.1.20 ->> unsecured local path to website 192.168.1.20/cloud/ ->> secured local documentpath from cloud 192.168.1.20/erp/ ->> secured proxy on port 80 for http://192.168.1.20:8069 how is this possible? is this even possible? perhaps cloud.192.168.1.20 and erp.192.168.1.20 is better?! Thank you

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• Relation between server_name in nginx sites-available, /etc/hosts file and A-records

  - by user2818584

  I have the following two server-blocks in my config-file in sites-available: server { listen 80; server_name www.mydomain.be; root /usr/share/nginx/html; index index.html index.htm; location / { try_files $uri $uri/ =404; } } server { listen 80; server_name sub.mydomain.be; root /usr/share/nginx/sub; index index.html index.htm; location / { try_files $uri $uri/ =404; } } I also created an A-record for both www.domain.be and sub.domain.be with the IP of my server as value. Yet, when I try to reload my nginx configuration with service nginx reload it fails. When I remove the second server-block, it reloads as expected. I know this topic is popular, and that there are loads of such [nginx][subdomain] questions here, but none of them seems to discuss explicitly how the following three things hang together: virtual hosts or server blocks in nginx (est. server_name matching) the effect of A-records on how nginx processes requests the need to add hosts to /etc/hosts Right now I have the impression that a lack of knowledge of this bigger picture, rather than specific knowledge of nginx configuration prevents me from making this work.

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• Trouble Downloading from some sites

  - by Fletch

  I am trying to download the new Microsoft Security Essentials but when I click on the Download button instead of getting the Download box popup nothing comes up. The progess bar at the bottom shows it doing something then when it reaches 100% nada. I can down load from HP (Drivers) and sites like Majorgeeks with no problem. I also have this problem on the Adobe download page when trying to get the shockwave and flash player. I am fixing my Granddaughters laptop that she got from someone else. There were over 26 Trojans listed on it when I installed AVG and they would not go away. I used CCleaner and HiJack This and deleted everything I could and wiped the freespace. Then ran AVG again and this time after finding a few Trojans and deleting them the system was reported as clean. IE8 then would not connect to the net so I used my computer to DL a copy and put it on the laptop, after that I was able to use the laptop to connect to the net and download a driver to get the sound working again. Laptop HP dv4000 XP Pro

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• Exchange 2010 mail routing with Hub Transport in multiple sites

  - by jmreicha

  I have two separate physical sites, Site A and Site B. In site A, I have following: 2 CAS servers 2 Hub Transport servers 2 Mailbox servers 2 Edge servers In site B, I have the following: 1 CAS 1 Hub 1 Mailbox 1 Edge Currently everything is working out of site A. That is, all users are housed on mailboxes that are in site A and all inbound mail flow is pointing to site A. I would eventually like to be able to move some of the mailboxes to site B without causing a disruption for resliency and redundancy purposes but I am not quite sure how to go about setting this up or if it is even possible. So far I have created an Edge subscription in site B and am able to send emails out from test accounts set up with mailboxes on the site B Mailbox server. However, I am unable to receive incoming mail messages and am confused. So I'm thinking incoming mail messages are still being directed to site A and then they are getting stuck because there is no way to route the mail to the site B mailboxes. Is this assumption correct? I am unfamiliar with mail flow and routing so I am not really sure what I need to be looking at? Would I add the site B hub transport to the Edge subscription in site A? Or I guess more specifically, how would I go about enabling communication and mail flow between mailboxes split up on site A and B?

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• Are there sites hosting fossil repositories?

  - by Alex_coder

  There are many sites that host public repositories of code. Examples launchpad (bazaar) bitbucket (mercurial) github (git) Are there similar sites that allow coders to store and manage fossil repositories for free?

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• How to store wiki sites (vcs)

  - by Eugen

  Hello, as a personal project I am trying to write a wiki with the help of django. I'm a beginner when it comes to web development. I am at the (early) point where I need to decide how to store the wiki sites. I have three approaches in mind and would like to know your suggestion. Flat files I considered a flat file approach with a version control system like git or mercurial. Firstly, I would have some example wikis to look at like http://hatta.sheep.art.pl/. Secondly, the vcs would probably deal with editing conflicts and keeping the edit history, so I would not have to reinvent the wheel. And thirdly, I could probably easily clone the wiki repository, so I (or for that matter others) can have an offline copy of the wiki. On the other hand, as far as I know, I can not use django models with flat files. Then, if I wanted to add fields to a wiki site, like a category, I would need to somehow keep a reference to that flat file in order to associate the fields in the database with the flat file. Besides, I don't know if it is a good idea to have all the wiki sites in one repository. I imagine it is more natural to have kind of like a repository per wiki site resp. file. Last but not least, I'm not sure, but I think using flat files would limit my deploying capabilities because web hosts maybe don't allow creating files (I'm thinking, for example, of Google App Engine) Storing in a database By storing the wiki sites in the database I can utilize django models and associate arbitrary fields with the wiki site. I probably would also have an easier life deploying the wiki. But I would not get vcs features like history and conflict resolving per se. I searched for django-extensions to help me and I found django-reversion. However, I do not fully understand if it fit my needs. Does it track model changes like for example if I change the django model file, or does it track the content of the models (which would fit my need). Plus, I do not see if django reversion would help me with edit conflicts. Storing a vcs repository in a database field This would be my ideal solution. It would combine the advantages of both previous approaches without the disadvantages. That is; I would have vcs features but I would save the wiki sites in a database. The problem is: I have no idea how feasible that is. I just imagine saving a wiki site/source together with a git/mercurial repository in a database field. Yet, I somehow doubt database fields work like that. So, I'm open for any other approaches but this is what I came up with. Also, if you're interested, you can find the crappy early test I'm working on here http://github.com/eugenkiss/instantwiki-test

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• Which CMS or blogging engine supports multiple sites ?

  - by Lamnk

  Dont know if SO is the appropriate place to ask this question, but anyway ... I have some sites running Wordpress and maintaining/managing them is a pain. Is there any CMS or blogging platform out there that support multiple sites/blogs in one codebase ? I know there are some hacks for Wordpress but they are quite ugly and do not scale (i need 100-1000 blogs supported). WPMU AFAIK run with subdomains only. Thanks in advance.

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• Wordpress Install on OS X Snow-Leopard under Sites/public for use with capistrano

  - by snowmaninthesun

  I would like to put my local OS X wordpress site in my ~users/Sites/public directory, instead of the ~users/Sites so i can properly setup a capistrano deployment. When i try this i can visit the site locally by visiting http://localhost/public and everything looks and works great but if i ever try to go to http://localhost/public/wp-admin to administer my local copy of wordpress it tries to redirect me back to http://localhost/wp-admin which doesn't exist. Do you know how I might be able to work around this problem?

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• Sharing files between multiple sites using only desktop software

  - by perlyking

  Our organisation has three sites; a head office, where the master copies of company files are stored, plus two branch offices using only workstations and a NAS or two. Currently we're talking about <10GB. At the main office, we have no admin access to the file server, as this is entirely controlled by the larger institution where we are located. For the same reason, we have no VPN remote access to this network. Instead, we simply have access to a network share using over a Novell LAN. Question: how can we share files between offices in way that minimises latency, i.e. that gives us a mirror of the main network share at each site? (There is little likelihood of concurrent editing, and we can live with the odd file conflict now and again). Up to now branch office staff have had to use GotoMyPC-type solutions to remotely access files held at the main office. Or email. I was hoping to use Google Drive on a dedicated workstation at each office to sync the contents of the network share (head office) or NAS (branch offices) via the cloud, but at my last attempt (29 Jun '12), the Google Drive installer would not allow me to designate the remote network share as the "target" folder. (I chose Google Drive over Drobbox et al. as we already use GMail for corporate mail) The next idea was to use a designated workstation at head office to mirror the network share to a local drive, then use Google Drive to push that to the cloud. This seems a step too far. Nor do I have any good ideas about how to achieve this network/local mirroring, as we can't, for example, install the rsync daemon on the server. I do not want to use Google Drive locally on each workstation as this will inconvenience users, and more importantly, move files off the backed-up, well-maintained (UPS, RAID etc) network share at head office. Our budget is only in the £100's. Should we perhaps just ditch the head office server and use something like JungleDisk? At least this presents the user with what appears to be a mapped drive.

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• Form creating sites with output

  - by Alex

  Sites lite faary.com wufoo.com/and theformsite.com help you building forms But the output tables that being created are password protected as far as i know. Are there sites/scripts like the above which can make the output visible to all ? Something like a "guest book" script/form that you can edit the fields and the output will show immediately ? Thank you.

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• Storing images for multiple web sites

  - by Orkun Balkanci

  I've got two web sites (written in c#) which are pretty common: One is an admin site (cms) where you add images into content as needed, through editor pages. Second is the site where the content with images is shown. Images should be stored outside these two sites but where and how?

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• Google sites creation

  - by bhuvi

  Hi, I am creating a sites by java programming using google sites API developer guide. I had easily created different type of pages as parent page and sub pages also. my problem is,I am not able to create a web page as parent page and file cabinet, announcement, list page as sub page. That's parent page and sub page is created as same not as different page. please tell me a solution.

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• Multichannel Digital Engagement: Find Out How Your Organization Measures Up

  - by Michael Snow

  This article was originally published in the September 2013 Edition of the Oracle Information InDepth Newsletter ORACLE WEBCENTER EDITION Thanks to mobile and social technologies, interactive online experiences are now commonplace. Not only that, they give consumers more choices, influence, and control than ever before. So how can you make your organization stand out? The key building blocks for delivering exceptional cross-channel digital experiences are outlined below. Also, a new assessment tool is available to help you measure your organization's ability to deliver such experiences. A clearly defined digital strategy. The customer journey is growing increasingly complex, encompassing multiple touchpoints and channels. It used to be easy to map marketing efforts to specific offline channels; for example, a direct mail piece with an offer to visit a store for a discounted purchase. Now it is more difficult to cultivate and track such clear cause-and-effect relationships. To deliver an integrated digital experience in this more complex world, organizations need a clearly defined and comprehensive digital marketing strategy that is backed up by an integrated set of software, middleware, and hardware solutions. Strong support for business agility and speed-to-market. As both IT and marketing executives know, speed-to-market and business agility are key to competitive advantage. That means marketers need solutions to support the rapid implementation of online marketing initiatives—plus the flexibility to adapt quickly to a changing marketplace. And IT needs tools with the performance, scalability, and ease of integration to support marketing efforts. Both teams benefit when business users are empowered to implement marketing initiatives on their own, with minimal IT intervention. The ability to deliver relevant, personalized content. Delivering a one-size-fits-all online customer experience is no longer acceptable. Customers expect you to know who they are, including their preferences and past relationship with your brand. That means delivering the most relevant content from the moment a visitor enters your site. To make that happen, you need a powerful rules engine so that marketers and business users can easily define site visitor segments and deliver content accordingly. That includes both implicit targeting that is based on the user’s behavior, and explicit targeting that takes a user’s profile information into account. Ideally, the rules engine can also intelligently weight recommendations when multiple segments apply to a specific customer. Support for social interactivity. With the advent of Facebook and LinkedIn, visitors expect to participate in and contribute to your web presence—and share their experience on their own social networks. That requires easy incorporation of user-generated content such as comments, ratings, reviews, polls, and blogs; seamless integration with third-party social networking sites; and support for social login, which helps to remove barriers to social participation. The ability to deliver connected, multichannel experiences that include powerful, flexible mobile capabilities. By 2015, mobile usage is projected to surpass that of PCs and other wired devices. In other words, mobile is an essential element in delivering exceptional online customer experiences. This requires the creation and management of mobile experiences that are optimized for delivery to the thousands of different devices that are in use today. Just as important, organizations must be able to easily extend their traditional web presence to the mobile channel and deliver highly personalized and relevant multichannel marketing initiatives while also managing to minimize the time and effort required to manage mobile sites. Are you curious to know how your organization measures up when it comes to delivering an engaging, multichannel digital experience? If so, take this brief, 15-question online assessment and see how your organization scores in the areas of digital strategy, digital agility, relevance and personalization, social interactivity, and multichannel experience.

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• Engagement: Don’t Forget Your Employees!

  - by Kellsey Ruppel

  By Mark Brown, Sr. Director, Oracle WebCenter  This week we want to focus on Employee Engagement, and how it is critical to your business. Today we hear and read a great deal about “Customer Engagement” – and rightly so, it is those customers, whether they be traditional paying customers, citizens, students, club members, or whomever it is that are “paying the bills”.  A more engaged customer is more likely to make it easier to pay those bills by buying more, giving good reviews, or spreading the word of how wonderful their experience was. But what about those who are providing those services, those who design and make those goods; why is it that all too often they are left out of conversations concerning engagement? In fact, it is critical that we consider our employees as customers since they are using internal systems that run your organization the same way customers use external systems. Studies have shown that an organization in which the employees feel “engaged” or better able to make decisions, do their jobs, and are connected to their peers have better return to their stakeholders. (shareholders).  On the surface this seems obvious, happy employees are more productive employees. But it leads to the question – how many of our existing policies, systems and processes are actually reducing that level of engagement? Let’s look at a couple examples. If posting new information that may be of great value to everyone in the larger organization is hard to do because we use an antiquated system, then we’re making it hard to share and increasing the potential for duplicate work. If it is not trivially obvious how to create and publish this post, then chances are very high that I’ll put it on the bottom of my queue. And finally, when critical information is spread across various systems, intranet sites, workgroups and peoples inboxes, then it is very hard to learn and grow from that information.  These may sound trivial, but how often do we push things off not because it is intellectually challenging, we may have the answer at our fingertips, but because it is hard to make that information readily available.  If an engaged employee is a productive employee, then what can we do to increase their level of engagement? We can start by looking for opportunities to provide self-documenting self-service solutions. Our newer employees grew up using simplified web interfaces everyday and they loathe calling a help-desk unless it is the last resort. Sadly, many of our enterprise applications have not kept pace and we all still have processes that are based on sending an email -- like discount approvals, vacation requests, or even offer-letter approvals.   My suggestion is to pick one highly visible, high-impact process where employees are either reticent to execute on the process or openly complain about how cumbersome it is and look at the mechanism for that process. If there are better ways, streamlined steps, better UIs that could be done, then you have a candidate to reconfigure that process and make it more engaging. Looking to better engage your employees? Start here!

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• How valuable are you to your organization?

  - by Lance Shaw

  I don't know about you but I find it easy to get bogged down with the daily list of tasks and deliverables.  We all have lots to do and it all seems to be due tomorrow.  If you are reading this blog, than your to-do list is almost certainly filled with tasks related to the management, processing and publishing of information.  As we get mired in the daily routine of making sure that the content management needs of the organizations are met, we can easily lose sight of the value that we bring.  After all, if information and content is the lifeblood of our organizations, then surely maintaining the healthy flow of that information has real value.  But how can you measure that value and bring it forward on your résumé or your list of achievements in time for your next performance review? The AIIM organization has spent a lot of time recently researching the value of certification for "information professionals".  When it comes to enterprise content management (ECM) there are many areas of specialization including records management, content archivist, digital asset manager, content librarian and more.  Specialization can clearly drive up your value but it can also lock you into a narrow niche area of focus.  AIIM has found that what companies also need is someone that can apply their knowledge of how information is managed within the operational scope of the business in order to drive real, measurable strategic value.  When you can showcase the value of a broader, business-wide mindset to your management, you have more opportunity to make professional progress and drive real growth where it counts, your paycheck.   We here on the Oracle WebCenter team partnered with AIIM on the research they performed around the value of an information professional certification program. In a webinar this week, Doug Miles of AIIM and I will be talking about the results of that recent survey and what it is going to mean in the future to be recognized as a "Certified Information Professional" (CIP).  Oracle sponsored this research to help individuals and companies understand the value of enterprise content management and what it means across the entire organization. I hope you will join us. If any of us were stopped in the street and were asked about it, I bet most of us would think of ourselves as an "Information Professional".  Now we have a way to actually prove it!  There's only one downside that I can see...  you will have to get your business cards updated to include the "CIP" acronym after your name.  I think you will agree that is a price worth paying!

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• Enterprise 2.0 Conference recap

  - by kellsey.ruppel

  We had a great week in Boston attending the Enterprise 2.0 Conference. We learned a lot from industry thought leaders and had a chance to speak with a lot of different folks about social and collaboration technologies and trends.  Of all the conferences we attend, this one definitely has a different “feel”. It seems like the attendees are younger, they dress hipper, and there is much more livelihood all around. A few of the sessions addressed this, as the "millenials" or Generation Y, have been using Web 2.0 tools, such as Facebook and Twitter for many years now, and as they are entering the workforce they are expecting similar tools to be a part of how they accomplish their job tasks. It's important to note that it's not just Millenials that are expecting these technologies, as workers young and old alike benefit from social and collaboration tools. I’ve highlighted some of the takeaways I had, as well as a reaction from John Brunswick, who helped us in staffing the booth. Giving your employees choices is empowering, but if there is no course of action or plan, it’s useless. There is no such thing as collaboration without a goal. In a few years, social will become a feature in the “platform”, a component of collaboration. Social will become part of the norm – just like email is expected when you start a job at a company, Social will be too. 1 in 3 of your employees are using tools your company doesn't sanction (how scary is this?!) 25,000 pieces of content are created every second. Context is king. Social tools help us navigate and manage the complexities we face with information overload. We need to design products for the way people work. Consumerization of the enterprise - bringing social tools like Facebook to the organization. From John Brunswick: "The conference had solid attendance, standing as a testament to organizations making a concerted effort to understand what social tools exist to support their businesses.  Many vendors were narrowly focused and people we pleasantly surprised at the breadth of capability provided by Oracle WebCenter.  People seemed to feel that it just made sense that social technology provides the most benefit when presented in the context of key business data." Did you attend the conference? What were some of your key takeaways?

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• Oracle Customer Experience Summit @ OpenWorld

  - by Christie Flanagan

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

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• Web Experience Management: Segmentation & Targeting - Chalk Talk with John

  - by Michael Snow

  Today's post comes from our WebCenter friend, John Brunswick.  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;} Having trouble getting your arms around the differences between Web Content Management (WCM) and Web Experience Management (WEM)?  Told through story, the video below outlines the differences in an easy to understand manner. By following the journey of Mr. and Mrs. Smith on their adventure to find the best amusement park in two neighboring towns, we can clearly see what an impact context and relevancy play in our decision making within online channels.  Just as when we search to connect with the best products and services for our needs, the Smiths have their grandchildren coming to visit next week and finding the best park is essential to guarantee a great family vacation.  One town effectively Segments and Targets visitors to enhance their experience, reducing the effort needed to learn about their park. Have a look below to join the Smiths in their search.    Learn MORE about how you might measure up: Deliver Engaging Digital Experiences Drive Digital Marketing SuccessAccess Free Assessment Tool

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• The Numbers of Customer Experience

  - by Christie Flanagan

  This week, we’ll be continuing our conversations about Customer Experience (CX) on the Oracle WebCenter blog.  While we all know that customer experience is critically important for acquiring new customers and engendering long term brand loyalty, I thought we could kick this week off by taking a look at the numbers of customer experience.   I’m sure you’ll agree that nothing quite puts things into perspective like numbers and figures. A whopping 86% of consumers say that they are willing to pay more for a better customer experience.  But many companies are failing to step up to the challenge.  And when companies fail deliver on customer experience expectations, they leave money on the table. A huge percentage of customers, 89%, begin doing business with a competitor following a poor customer experience. Breaking up isn’t hard to do and today’s empowered customers have no qualms about taking their business elsewhere when their expectations for customer experience are not met. Over a quarter of consumers, 26%, posted a negative comment on a social networking site like Facebook or Twitter following a poor customer experience. Today, individual customer service failures have the ability to easily snowball.  An unsatisfied customer has the ability to easily share their rancor with their entire social network and chip away at your brand’s reputation. A large number of consumers, 79%,  who shared complaints about poor customer experience online had their complaints ignored.  Companies ignore customer complaints at their own peril.  And unsatisfied customers, when handled effectively, have the potential to become advocates for your brand.  Of the 21% of consumers who did get responses to complaints, more than half had positive reactions to the same company about which they were previously complaining. Half of consumers will give a brand only a week to respond to a question before they stop doing business with them.  The clock is ticking when customers have questions about your brand and a week is an eternity in the realm of customer experience.  The source for these stats is the 2011 Customer Experience Impact (CEI) Report, which explores the relationship between consumers and brands.  The report is based on a survey commissioned by RightNow (acquired by Oracle in 2012) and conducted by Harris Interactive. If you’re interested in seeing more facts and figures about customer experience, download the full report.

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• A strong component keeps everything together

  - by Justin Paul-Oracle

  Most of the times you implement a WebCenter Content based system, you require some sort of customization. Sometimes these customizations need a Java class or two, or libraries (for example, the JavaMail API), or Database Objects (like new tables, views, indexes, etc). I have seen that libraries and Database Objects are usually put in place using manual steps. This means that the library jar files are copied to one of the common classes directory (set in the Content CLASSPATH variable) and/or the database scripts are executed manually. I have also seen people place the custom Java classes in the common classes directory. While this may seem like an easy solution, think about a scenario where you need to disable or uninstall the component or if you have to upgrade or migrate the system. You have to keep these manual steps documented and execute them every time you encounter the above scenarios. It is very common that some of these manual steps are missed when you have multiple teams and people working on the system. Here are a few points to ponder upon: Place all your custom Java classes within your component. Create a new directory, say ${COMPONENT_DIR}/classes, and place your code there. You can choose to bundle all your classes into a jar or you can place the entire class directory structure. Add a path entry to the Build Settings so that it is bundled with the component when you build it. You also need to update the Custom Class Path and the Custom Class Path Load Order under the Advanced Build Settings. This will ensure that the system CLASSPATH is updated to add this new directory. Create a new component for any new library that you want to add. Add the appropriate path entries to the Build Settings so that it is bundled with the component when you build it. You also need to update the Custom Class Path, Custom Class Path Load Order and/or the Custom Library Path under the Advanced Build Settings. Enter a comma separated list of features that this component will provide. When you create other components that will use the features exposed by this component, make sure that you specify a dependency to this library component by specifying the comma separated list of features in the Advanced Build Settings. The component wizard allows you to create custom install/uninstall Java code. The wizard will create a install filter class when you check the “Has Install” checkbox on the “Install/Uninstall Settings” tab. Consider using this filter class to create database objects when you install the component and drop the objects when you uninstall the component. If you do a lot of custom component development, consider creating a install/uninstall Java class, which can execute queries defined within the component. To sum up, whenever you write a new custom component, make sure that you bundle everything within the component.

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