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  • The MDM Journey: From the Customer Perspective

    - by Mala Narasimharajan
    Master Data Management is more than just about a single version of  the truth or providing a 360 degree view of the customer.  It spans multiple domains ranging from customers to suppliers to products and beyond.  MDM is pivotal to providing a solid customer experience - one that results in repeat business, continued loyalty and last but not least - high customer satisfaction.  Customer experience is not only defined as accurate information about the customer for the enterprise, but also presenting the customer with the right information about products, orders, product availability, etc.   Let's take a look at a couple of customer use cases with Oracle MDM. Below is a picture from a recent customer panel: Oracle MDM is a key platform for increasing upsell/cross-sell opportunities, improve targeting of customers and uncover new sales opportunies, reduce inaccuracies in mailing marketing materials to prospects, as well as to tap into and uncover the full value of a customer across business units more accurately.  A leading investment and private bank leverages Oracle MDM to do a better job of identifying clients, their levels of investment as well as consistently manage them through a series of areas such as credit, risk, new accounts, etc. Ultimately, they are looking to understand client investments and touchpoints across the company's offerings.  Another use case for Oracle MDM is with a major financial and insurance services company with clients worldwide, looking to resolve customer data inaccuracies and client information stored differently across mulitiple systems.  For more information on Oracle Master Data Management, click here.  

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  • Oracle Support Customers take note My Oracle Support Flash is set to Retire

    - by user12244613
    Take Action – My Oracle Support Flash User Interface Set to Retire On July 13, 2012, Oracle plans to upgrade the HTML interface with additional functionality that will allow those users still remaining on the Flash-based interface to switch over to the HTML version. Although the Flash-based user interface will remain available for a brief period following the upgrade, we encourage you to begin using the new HTML version sooner. Find out when you should make the switch! Read complete communication to Flash users

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  • The road from software support to software development

    - by brokenisfixed
    I am at a crossroad - I've been working for whole 4 years as a support person fixing countless bugs, developing (minimal) changes and improvements to our software, working together with our clients and users. I started as a complete noob, without a good understanding of .NET, C#, SQL Server, etc. I had to work late nights and weekends just to catch up to my co-workers and to prove to myself that I am capable to do the work and do it good. I don't consider myself an expert in those fields, but I feel pretty comfortable working with them ;) I think I have had enough of it and I want changes - I want to move away from support and start working as a developer ;) If there is anyone who has gone this road before? Could you, please, share an advice or two?

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  • AS11 Oracle B2B Sync Support - Series 2

    - by sinkarbabu.kirubanithi
    In the earlier series, we discussed about how to model "Sync Support" in Oracle B2B. And, we haven't discussed how the response can be consumed synchronously by the back-end application or initiator of sync request. In this sequel, we will see how we can extend it to the SOA composite applications to model the end-to-end usecase, this would help the initiator of sync request to receive the response synchronously. Series 2 - is little lengthier for blog standards so be prepared before you continue further :). Let's start our discussion with a high-level scenario where one need to initiate a synchronous request and get response synchronously. There are various approaches available, we will see one simplest approach here. Components Involved: 1. Oracle B2B 2. Oracle JCA JMS Adapter 3. Oracle BPEL 4. All of the above are wrapped up in a single SOA composite application. Oracle B2B: Skipping the "Sync Support" setup part in B2B, as we have already discussed that in the earlier series 1. Here we have provided "Sync Support" samples that can be imported to B2B directly and users can start testing the same in few minutes. Initiator Sample: This requires two JMS queues to be created, one for B2B to receive initial outbound sync request and the other is for B2B to deliver the incoming sync response to the back-end. Please enable "Use JMS Id" option in both internal listening and delivery channels. This would enable JCA JMS Adapter to correlate the initial B2B request and response and in turn it would be returned as synchronous response of BPEL. Internal Listening Channel Image: Internal Delivery Channel Image: To get going without much challenges, just create queues in Weblogic with the JNDI mentioned in the above two screenshots. If you want to use different names, then you may have to change the queue jndi names in sample after importing it into B2B. Here are the Queue related JNDI names used in the sample, 1. Internal Listening Channel Queue details, Name: JNDI Name: jms/b2b/syncreplyqueue 2. Internal Delivery Channel Queue details, Name: JNDI Name: jms/b2b/syncrequestqueue Here is the Initiator Sample Acme.zip Note: You may have to adjust the ip address of GlobalChips endpoint in the Delivery Channel. Responder Sample: Contains B2B meta-data and the Callout. Just import the sample and place the callout binary under "/tmp/callout" directory. If you choose to use a different location for callout, then you may have to change the same in B2B Configuration after importing the sample. Here are the artifacts, 1. Callout Source SampleCallout.java 2. Callout Binary sample-callout.jar 3. Responder Sample GlobalChips.zip Callout Details: Just gives the static response XML that needs to be sent back as response for the inbound sync request. For a sample purpose, we have given static response but in production you may have to invoke a web service or something similar to get the response. IMPORTANT NOTE: For Sync Support use case, responder is not expected to deliver the inbound sync request to backend as the process of delivering and getting the response from backend are expected from the Callout. This default behavior can be overridden by enabling the config property "b2b.SyncAppDelivery=true" in B2B config mbean (b2b-config.xml). This makes B2B to deliver the inbound sync request to be delivered to backend queue but the response to be sent to remote caller still has to come from Callout. 2. Oracle JCA JMS Adapter: On the initiator side, we have used JCA JMS Request/Reply pattern to send/receive the synchronous message from B2B. 3. Oracle BPEL: Exposes WS-SOAP Endpoint that takes payload as input and passes the same to B2B and returns the synchronous response of B2B as SOAP response. For outside world, it looks as if it is the synchronous web service endpoint but under the cover it uses JMS to trigger/initiate B2B to send and receive the synchronous response. 4. Composite application: All the components discussed above are wired in SOA composite application that helps to model a end-to-end synchronous use case. Here's the composite application sca_B2BSyncSample_rev1.0.jar, you may just deploy this to your AS11 SOA to make use of it. For any editing, you can just import the project in your JDEV under any SOA Application. Here are the composite application screenshots, Composite Application: BPEL With JCA JMS Adapter (Request/Reply):

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  • New Training and Support Center Coming Soon!

    - by Ruth
    The CRM On Demand Training and Support Center is getting a face lift. In May 2010 we will unveil the new and improved layout, look and feel, and even some new content. Some of you told us loud and clear that you wanted an easier way to find our training courses and other important information. Well, here you are: Immediately you see the look and feel has changed and things have moved around a bit. You may ask, "How can I find the training catalog? Service requests? Downloads?" There are a few ways to find what you're looking for. You may use the search box to find training, quick guides, downloads, best practices, FAQs and more. You may also click the tabs or links in the blue bar, like Browse Training, to browse other documents and information. Here is a brief outline of the tabs and links that will help as you navigate this new tool: The Support tab provides alerts and notifications specific to your application environment. The Get Started tab is organized by role and contains links to resources aimed at helping you get the most out of your first 30 days with CRM On Demand. The Learn More tab outlines information in key topic areas, like administration, integration, and reports. Go to this tab to get the resources you need to move beyond the basics. The Release Information tab contains information specific to the current and upcoming releases of CRM On Demand. Access this tab to learn about and prepare for upgrades to your CRM On Demand application. The Best Practices tab contains a compilation of knowledge gained by experts that work with CRM On Demand day in and day out. Access this knowledge to benefit from their vast experience. The Communities tab offers connections to others in the CRM On Demand community through forums, communities, blogs, and more. The Browse training link opens the training catalog.Take a look at the instructor-led training, Webinars, quick guides, use cases, and tools available to you. The Browse Knowledge link takes you to our knowledge base where you can get answers to frequently asked questions. The Submit a Service Request link directs you to My Oracle Support where you can log a service request. The steps in that process have not changed. The Web Services Library provides simple APIs and a link to Oracle Sample Code where you can get samples that can help you build custom integrations. The Add-On Applications link allows access to our downloadable applications that allow you to extend the functionality of CRM On Demand. The Templates and Tools link provides access to resources that can help you design and build CRM On Demand to meet your company's specific needs. A lot has changed and I know it is a lot to take in. To help you out, we have a printable quick guide that you can use during this transition. As always, let us know what you think: [email protected].

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  • The Customer Experience Imperative: A Game Changer for Brands

    - by Jeri Kelley
    By Anthony Lye, SVP, Cloud Applications Strategy, Oracle We know that customer experience has emerged as a primary differentiator for businesses today.  I’ve talked a lot about the new age of the empowered consumer. At Oracle we’ve spent a lot of time developing technologies and practices that our customers can implement to greatly improve their customer experience strategies. Of course I’m biased, but I think that we have created a portfolio of the best solutions on the planet to help organizations deal with the challenges of providing great customer experiences. We’ve done this because we started to witness some trends over the last few years. As the average person began to utilize social and mobile technologies more frequently and products commoditized, customer experience truly remained the only sustainable differentiator for businesses.In fact, we have seen that customer experience is often driving the success or the failure of a product or a brand. And as end customers have become more vocal about their experiences with companies on social and mobile channels, they now have the power to decide which brands will win and which brands will lose. To address this customer experience imperative, I believe that business today must do three things really well:Connect with your customers. You have to connect with customers whenever, wherever and however they want. Organizations must provide a great experience on their existing channels— the call center, the brick and mortar store, the field sales organizations, the websites and social properties. Businesses must also be great at managing and delivering journeys on these channels, while quickly adapting to embrace the new channels that emerge. You have to understand mobile. You have to understand social. You have to understand kiosks. These are all new routes to market, new channels where your customers may or may not show up. You have to interact with them where they are. You have to present information in a way that's meaningful to them. As well as providing what we would call a multichannel experience. We have to recognize that customers may start their experience on one channel, but end it on a different channel. It’s important that an organization’s technology solutions enable, not just a multichannel strategy, but a strategy that can power new channels and create customer journeys that cross these channels.Get to know your customers. Next, companies need to get to know the customer as intimately as the customer will allow. Today most customer interactions are anonymous, but it’s important for brands to know which customers drive value. Customers want to provide feedback. They want to share their opinions, but they want to know that those opinions are being heard and acted upon. For this to occur, we need to know much more about the customer and then reward them for their loyalty and for their advocacy.Enable connections. The last thing is to enable people to connect or transact with your brand. We've got to make it really, really simple for customers to do business with us. We can't make them repeat the steps; we can't make them tell us their identity for the fifth time as they move between organizations. These silos can no longer sustain or deliver a good customer experience. It's extremely important that companies be where customers want them to be—that we create profitable journeys for us and for them.Organizations have to make sure that there is a single source of truth that defines the customer. We have to make sure that the technology applications that we rely on understand not just the dimensions of multichannel, but of cross-channel too. We have to enable social at the very core of the overall architecture. We have to use historical analytics, real-time decisioning as well as predictive analytics to help personalize and drive an experience. And these are all technologies that IT needs, that IT is familiar with, but needs to enable for the line of business that in turn can enable for the end customer.  This means that we've got to make our solutions available to the customers in the cloud.In this new age of the empowered consumer, businesses have to focus on delivery mechanisms that reduce the overall TCO, while driving a rapid rate of innovation and a more rapid rate of deployment. At the Oracle Customer Experience Summit @ OpenWorld, I’ll discuss these issues and more. I hope that you can join us for what promises to be an unforgettable experience.

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  • Mark Hurd on the Customer Revolution: Oracle's Top 10 Insights

    - by Richard Lefebvre
    Reprint of an article from Forbes Businesses that fail to focus on customer experience will hear a giant sucking sound from their vanishing profitability. Because in today’s dynamic global marketplace, consumers now hold the power in the buyer-seller equation, and sellers need to revamp their strategy for this new world order. The ability to relentlessly deliver connected, personalized and rewarding customer experiences is rapidly becoming one of the primary sources of competitive advantage in today’s dynamic global marketplace. And the inability or unwillingness to realize that the customer is a company’s most important asset will lead, inevitably, to decline and failure. Welcome to the lifecycle of customer experience, in which consumers explore, engage, shop, buy, ask, compare, complain, socialize, exchange, and more across multiple channels with the unconditional expectation that each of those interactions will be completed in an efficient and personalized manner however, wherever, and whenever the customer wants. While many niche companies are offering point solutions within that sprawling and complex spectrum of needs and requirements, businesses looking to deliver superb customer experiences are still left having to do multiple product evaluations, multiple contract negotiations, multiple test projects, multiple deployments, and–perhaps most annoying of all–multiple and never-ending integration projects to string together all those niche products from all those niche vendors. With its new suite of customer-experience solutions, Oracle believes it can help companies unravel these challenges and move at the speed of their customers, anticipating their needs and desires and creating enduring and profitable relationships. Those solutions span the full range of marketing, selling, commerce, service, listening/insights, and social and collaboration tools for employees. When Oracle launched its suite of Customer Experience solutions at a recent event in New York City, president Mark Hurd analyzed the customer experience revolution taking place and presented Oracle’s strategy for empowering companies to capitalize on this important market shift. From Hurd’s presentation and related materials, I’ve extracted a list of Hurd’s Top 10 Insights into the Customer Revolution. 1. Please Don’t Feed the Competitor’s Pipeline!After enduring a poor experience, 89% of consumers say they would immediately take their business to your competitor. (Except where noted, the source for these findings is the 2011 Customer Experience Impact (CEI) Report including a survey commissioned by RightNow (acquired by Oracle in March 2012) and conducted by Harris Interactive.) 2. The Addressable Market Is Massive. Only 1% of consumers say their expectations were always met by their actual experiences. 3. They’re Willing to Pay More! In return for a great experience, 86% of consumers say they’ll pay up to 25% more. 4. The Social Media Microphone Is Always Live. After suffering through a poor experience, more than 25% of consumers said they posted a negative comment on Twitter or Facebook or other social media sites. Conversely, of those consumers who got a response after complaining, 22% posted positive comments about the company. 5.  The New Deal Is Never Done: Embrace the Entire Customer Lifecycle. An appropriately active and engaged relationship, says Hurd, extends across every step of the entire processs: need, research, select, purchase, receive, use, maintain, and recommend. 6. The 360-Degree Commitment. Customers want to do business with companies that actively and openly demonstrate the desire to establish strong and seamless connections across employees, the company, and the customer, says research firm Temkin Group in its report called “The CX Competencies.” 7. Understand the Emotional Drivers Behind Brand Love. What makes consumers fall in love with a brand? Among the top factors are friendly employees and customer reps (73%), easy access to information and support (55%), and personalized experiences, such as when companies know precisely what products or services customers have purchased in the past and what issues those customers have raised (36%). 8.  The Importance of Immediate Action. You’ve got one week to respond–and then the opportunity’s lost. If your company needs more than a week to answer a prospect’s question or request, most of those prospects will terminate the relationship. 9.  Want More Revenue, Less Churn, and More Referrals? Then improve the overall customer experience: Forrester’s research says that approach put an extra $900 million in the pockets of wireless service providers, $800 million for hotels, and $400 million for airlines. 10. The Formula for CX Success.  Hurd says it includes three elegantly interlaced factors: Connected Engagement, to personalize the experience; Actionable Insight, to maximize the engagement; and Optimized Execution, to deliver on the promise of value. RECOMMENDED READING: The Top 10 Strategic CIO Issues For 2013 Wal-Mart, Amazon, eBay: Who’s the Speed King of Retail? Career Suicide and the CIO: 4 Deadly New Threats Memo to Marc Benioff: Social Is a Tool, Not an App

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  • Support Question? Immediate response!

    - by Alliances & Channels Redaktion
    In the support case, it usually has to go fast - as it is well if you have already resolved fundamental questions in advance. For all partners who wish to learn more about support topics, about the use of the SI number, about My Oracle Support, the exact sequence of support processes and service request edits or simply about the Oracle Support Portfolio, it is advisable to visit the Oracle Partner Days. There Oracle Support in the exhibition area is represented with an information booth! Our team will be there individually on general and very specific questions, such as: - What are my rights with which partner SI number? - How do I open or escalate a service request? - What should I do when a service request is processed in the U.S.? - What exactly is Platinum Support? - Can we use Platinum Support as a partner? - How can I use "My Oracle Support" efficiently? Incidentally: The participation at the Oracle Partner Day is also worthwhile, if you are already a Support Professional. As always attracts a varied program of training opportunities, information, networking and entertainment! Please register here for the Oracle Partner Days: 22. 10.2013 Montreux/ Switzerland 29.10.2013 Zürich/ Switzerland 29.10.2013 Utrecht/ Netherlands 07.11.2013 Gent/ Belgium

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  • Looking into Enum Support in Entity Framework 5.0 Code First

    - by nikolaosk
    In this post I will show you with a hands-on demo the enum support that is available in Visual Studio 2012, .Net Framework 4.5 and Entity Framework 5.0. You can have a look at this post to learn about the support of multilple diagrams per model that exists in Entity Framework 5.0. We will demonstrate this with a step by step example. I will use Visual Studio 2012 Ultimate. You can also use Visual Studio 2012 Express Edition. Before I move on to the actual demo I must say that in EF 5.0 an enumeration can have the following types. Byte Int16 Int32 Int64 Sbyte Obviously I cannot go into much detail on what EF is and what it does. I will give again a short introduction.The .Net framework provides support for Object Relational Mapping through EF. So EF is a an ORM tool and it is now the main data access technology that microsoft works on. I use it quite extensively in my projects. Through EF we have many things out of the box provided for us. We have the automatic generation of SQL code.It maps relational data to strongly types objects.All the changes made to the objects in the memory are persisted in a transactional way back to the data store. You can find in this post an example on how to use the Entity Framework to retrieve data from an SQL Server Database using the "Database/Schema First" approach. In this approach we make all the changes at the database level and then we update the model with those changes. In this post you can see an example on how to use the "Model First" approach when working with ASP.Net and the Entity Framework. This model was firstly introduced in EF version 4.0 and we could start with a blank model and then create a database from that model.When we made changes to the model , we could recreate the database from the new model. You can search in my blog, because I have posted many posts regarding ASP.Net and EF. I assume you have a working knowledge of C# and know a few things about EF. The Code First approach is the more code-centric than the other two. Basically we write POCO classes and then we persist to a database using something called DBContext. Code First relies on DbContext. We create 2,3 classes (e.g Person,Product) with properties and then these classes interact with the DbContext class. We can create a new database based upon our POCOS classes and have tables generated from those classes.We do not have an .edmx file in this approach.By using this approach we can write much easier unit tests. DbContext is a new context class and is smaller,lightweight wrapper for the main context class which is ObjectContext (Schema First and Model First). Let's begin building our sample application. 1) Launch Visual Studio. Create an ASP.Net Empty Web application. Choose an appropriate name for your application. 2) Add a web form, default.aspx page to the application. 3) Now we need to make sure the Entity Framework is included in our project. Go to Solution Explorer, right-click on the project name.Then select Manage NuGet Packages...In the Manage NuGet Packages dialog, select the Online tab and choose the EntityFramework package.Finally click Install. Have a look at the picture below   4) Create a new folder. Name it CodeFirst . 5) Add a new item in your application, a class file. Name it Footballer.cs. This is going to be a simple POCO class.Place it in the CodeFirst folder. The code follows public class Footballer { public int FootballerID { get; set; } public string FirstName { get; set; } public string LastName { get; set; } public double Weight { get; set; } public double Height { get; set; } public DateTime JoinedTheClub { get; set; } public int Age { get; set; } public List<Training> Trainings { get; set; } public FootballPositions Positions { get; set; } }    Now I am going to define my enum values in the same class file, Footballer.cs    public enum FootballPositions    {        Defender,        Midfielder,        Striker    } 6) Now we need to create the Training class. Add a new class to your application and place it in the CodeFirst folder.The code for the class follows.     public class Training     {         public int TrainingID { get; set; }         public int TrainingDuration { get; set; }         public string TrainingLocation { get; set; }     }   7) Then we need to create a context class that inherits from DbContext.Add a new class to the CodeFirst folder.Name it FootballerDBContext.Now that we have the entity classes created, we must let the model know.I will have to use the DbSet<T> property.The code for this class follows       public class FootballerDBContext:DbContext     {         public DbSet<Footballer> Footballers { get; set; }         public DbSet<Training> Trainings { get; set; }     } Do not forget to add  (using System.Data.Entity;) in the beginning of the class file 8) We must take care of the connection string. It is very easy to create one in the web.config.It does not matter that we do not have a database yet.When we run the DbContext and query against it,it will use a connection string in the web.config and will create the database based on the classes. In my case the connection string inside the web.config, looks like this      <connectionStrings>    <add name="CodeFirstDBContext"  connectionString="server=.\SqlExpress;integrated security=true;"  providerName="System.Data.SqlClient"/>                       </connectionStrings>   9) Now it is time to create Linq to Entities queries to retrieve data from the database . Add a new class to your application in the CodeFirst folder.Name the file DALfootballer.cs We will create a simple public method to retrieve the footballers. The code for the class follows public class DALfootballer     {         FootballerDBContext ctx = new FootballerDBContext();         public List<Footballer> GetFootballers()         {             var query = from player in ctx.Footballers where player.FirstName=="Jamie" select player;             return query.ToList();         }     }   10) Place a GridView control on the Default.aspx page and leave the default name.Add an ObjectDataSource control on the Default.aspx page and leave the default name. Set the DatasourceID property of the GridView control to the ID of the ObjectDataSource control.(DataSourceID="ObjectDataSource1" ). Let's configure the ObjectDataSource control. Click on the smart tag item of the ObjectDataSource control and select Configure Data Source. In the Wizzard that pops up select the DALFootballer class and then in the next step choose the GetFootballers() method.Click Finish to complete the steps of the wizzard. Build your application.  11)  Let's create an Insert method in order to insert data into the tables. I will create an Insert() method and for simplicity reasons I will place it in the Default.aspx.cs file. private void Insert()        {            var footballers = new List<Footballer>            {                new Footballer {                                 FirstName = "Steven",LastName="Gerrard", Height=1.85, Weight=85,Age=32, JoinedTheClub=DateTime.Parse("12/12/1999"),Positions=FootballPositions.Midfielder,                Trainings = new List<Training>                             {                                     new Training {TrainingDuration = 3, TrainingLocation="MelWood"},                    new Training {TrainingDuration = 2, TrainingLocation="Anfield"},                    new Training {TrainingDuration = 2, TrainingLocation="MelWood"},                }                            },                            new Footballer {                                  FirstName = "Jamie",LastName="Garragher", Height=1.89, Weight=89,Age=34, JoinedTheClub=DateTime.Parse("12/02/2000"),Positions=FootballPositions.Defender,                Trainings = new List<Training>                                             {                                 new Training {TrainingDuration = 3, TrainingLocation="MelWood"},                new Training {TrainingDuration = 5, TrainingLocation="Anfield"},                new Training {TrainingDuration = 6, TrainingLocation="Anfield"},                }                           }                    };            footballers.ForEach(foot => ctx.Footballers.Add(foot));            ctx.SaveChanges();        }   12) In the Page_Load() event handling routine I called the Insert() method.        protected void Page_Load(object sender, EventArgs e)        {                   Insert();                }  13) Run your application and you will see that the following result,hopefully. You can see clearly that the data is returned along with the enum value.  14) You must have also a look at the database.Launch SSMS and see the database and its objects (data) created from EF Code First.Have a look at the picture below. Hopefully now you have seen the support that exists in EF 5.0 for enums.Hope it helps !!!

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  • Customer Experience and BPM – From Efficiency to Engagement

    - by Ajay Khanna
    Over the last few years, focus of BPM has been mainly to improve the businesses efficiency. To create more efficient processes, to remove bottlenecks, to automate processes. That still holds true and why not? Isn’t BPM all about continuous improvement? BPM facilitates and requires business and IT collaboration. But business also requires working with customer. Do we not want to get close to and collaborate with our customers? This is where Social BPM takes BPM a step further. It not only allows people within an organization to collaborate to design exceptional processes, not only lets them collaborate on resolving a case but also let them engage with the customers. Engaging with customer means, first of all, connecting with them on their terms and turf. Take a new account opening process. Can a customer call you and initiate the process? Can a customer email you, or go to the website and initiate the process? Can they tweet you and initiate the process? Can they check the status of process via any channel they like? Can they take a picture of damaged package delivery and kick-off a returns process from their mobile device, with GIS data? Yes, these are various aspects to consider during process design if the goal is better customer experience and engagement. Of course, we want to be efficient and agile, but the focus here needs to be the customer. Now when the customer is tweeting about your products, posting on Facebook and Yelp about their experience with your company (and your process), you need to seek out that information. You need to gather and analyze the customer’s feedback on the social media and use that information to improve the processes and products. This is an excellent source of product and process ideation. So BPM is no longer only about improving back-office process efficiency, it is moving into a new and exciting phase of improving frontline customer facing processes, customer experience and engagement. Let me know how you think BPM can enhance customer experience.

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  • Would Ubuntu support this Avell G1711?

    - by Bernardo
    I just bought a gaming notebook (model G1711) from a local brand in Brazil named Avell. Its configuration is quite advanced and this is the reason for my purchase. However, all of their official support relies on Windows 7 or 8, actually. So would Ubuntu work on this machine? It is an i5 Haswell, Chipset Intel HM87, Nvidia Geforce GTX 765M, sound with THX TruStudio Pro, Blu-ray writer, US layout keybord 101/102, USB 2 and 3.0, eSata port, 9 in one memory card reader.

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  • Customer retention - why most companies have it wrong

    - by Michel Adar
    At least in the US market it is quite common for service companies to offer an initially discounted price to new customers. While this may attract new customers and robe customers from competitors, it is my argument that it is a bad strategy for the company. This strategy gives an incentive to change companies and a disincentive to stay with the company. From the point of view of the customer, after 6 months of being a customer the company rewards the loyalty by raising the price. A better strategy would be to reward customers for staying with the company. For example, by lowering the cost by 5% every year (compound discount so it does never get to zero). This is a very rational thing to do for the company. Acquiring new customers and setting up their service is expensive, new customers also tend to use more of the common resources like customer service channels. It is probably true for most companies that the cost of providing service to a customer of 10 years is lower than providing the same service in the first year of a customer's tenure. It is only logical to pass these savings to the customer. From the customer point of view, the competition would have to offer something very attractive, whether in terms of price or service, in order for the customer to switch. Such a policy would give an advantage to the first mover, but would probably force the competitors to follow suit. Overall, I would expect that this would reduce the mobility in the market, increase loyalty, increase the investment of companies in loyal customers and ultimately, increase competition for providing a better service. Competitors may even try to break the scheme by offering customers the porting of their tenure, but that would not work that well because it would disenchant existing customers and would be costly, assuming that it is costlier to serve a customer through installation and first year. What do you think? Is this better than using "save offers" to retain flip-floppers?

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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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  • Implementing History Support using jQuery for AJAX websites built on asp.net AJAX

    - by anil.kasalanati
    Problem Statement: Most modern day website use AJAX for page navigation and gone are the days of complete HTTP redirection so it is imperative that we support back and forward buttons on the browser so that end users navigation is not broken. In this article we discuss about solutions which are already available and problems with them. Microsoft History Support: Post .Net 3.5 sp1 Microsoft’s Script manager supports history for websites using Update panels. This is achieved by enabling the ENABLE HISTORY property for the script manager and then the event “Page_Browser_Navigate” needs to be handled. So whenever the browser buttons are clicked the event is fired and the application can write code to do the navigation. The following articles provide good tutorials on how to do that http://www.asp.net/aspnet-in-net-35-sp1/videos/introduction-to-aspnet-ajax-history http://www.codeproject.com/KB/aspnet/ajaxhistorymanagement.aspx And Microsoft api internally creates an IFrame and changes the bookmark of the url. Unfortunately this has a bug and it does not work in Ie6 and 7 which are the major browsers but it works in ie8 and Firefox. And Microsoft has apparently fixed this bug in .Net 4.0. Following is the blog http://weblogs.asp.net/joshclose/archive/2008/11/11/asp-net-ajax-addhistorypoint-bug.aspx For solutions which are still running on .net 3.5 sp1 there is no solution which Microsoft offers so there is  are two way to solve this o   Disable the back button. o   Develop custom solution.   Disable back button Even though this might look like a very simple thing to do there are issues around doing this  because there is no event which can be manipulated from the javascript. The browser does not provide an api to do this. So most of the technical solution on internet offer work arounds like doing a history.forward(1) so that even if the user clicks a back button the destination page redirects the user to the original page. This is not a good customer experience and does not work for asp.net website where there are different views in the same page. There are other ways around detecting the window unload events and writing code there. So there are 2 events onbeforeUnload and onUnload and we can write code to show a confirmation message to the user. If we write code in onUnLoad then we can only show a message but it is too late to stop the navigation. And if we write on onBeforeUnLoad we can stop the navigation if the user clicks cancel but this event would be triggered for all AJAX calls and hyperlinks where the href is anything other than #. We can do this but the website has to be checked properly to ensure there are no links where href is not # otherwise the user would see a popup message saying “you are leaving the website”. Believe me after doing a lot of research on the back button disable I found it easier to support it rather than disabling the button. So I am going to discuss a solution which work  using jQuery with some tweaking. Custom Solution JQuery already provides an api to manage the history of a AJAX website - http://plugins.jquery.com/project/history We need to integrate this with Microsoft Page request manager so that both of them work in tandem. The page state is maintained in the cookie so that it can be passed to the server and I used jQuery cookie plug in for that – http://plugins.jquery.com/node/1386/release Firstly when the page loads there is a need to hook up all the events on the page which needs to cause browser history and following is the code to that. jQuery(document).ready(function() {             // Initialize history plugin.             // The callback is called at once by present location.hash.             jQuery.history.init(pageload);               // set onlick event for buttons             jQuery("a[@rel='history']").click(function() {                 //                 var hash = this.page;                 hash = hash.replace(/^.*#/, '');                 isAsyncPostBack = true;                 // moves to a new page.                 // pageload is called at once.                 jQuery.history.load(hash);                 return true;             });         }); The above scripts basically gets all the DOM objects which have the attribute rel=”history” and add the event. In our test page we have the link button  which has the attribute rel set to history. <asp:LinkButton ID="Previous" rel="history" runat="server" onclick="PreviousOnClick">Previous</asp:LinkButton> <asp:LinkButton ID="AsyncPostBack" rel="history" runat="server" onclick="NextOnClick">Next</asp:LinkButton> <asp:LinkButton ID="HistoryLinkButton" runat="server" style="display:none" onclick="HistoryOnClick"></asp:LinkButton>   And you can see that there is an hidden HistoryLinkButton which used to send a sever side postback in case of browser back or previous buttons. And note that we need to use display:none and not visible= false because asp.net AJAX would disallow any post backs if visible=false. And in general the pageload event get executed on the client side when a back or forward is pressed and the function is shown below function pageload(hash) {                   if (hash) {                         if (!isAsyncPostBack) {                           jQuery.cookie("page", hash);                     __doPostBack("HistoryLinkButton", "");                 }                isAsyncPostBack = false;                             } else {                 // start page             jQuery("#load").empty();             }         }   As you can see in case there is an hash in the url we are basically do an asp.net AJAX post back using the following statement __doPostBack("HistoryLinkButton", ""); So whenever the user clicks back or forward the post back happens using the event statement we provide and Previous event code is invoked in the code behind.  We need to have the code to use the pageId present in the url to change the page content. And there is an important thing to note – because the hash is worked out using the pageId’s there is a need to recalculate the hash after every AJAX post back so following code is plugged in function ReWorkHash() {             jQuery("a[@rel='history']").unbind("click");             jQuery("a[@rel='history']").click(function() {                 //                 var hash = jQuery(this).attr("page");                 hash = hash.replace(/^.*#/, '');                 jQuery.cookie("page", hash);                 isAsyncPostBack = true;                                   // moves to a new page.                 // pageload is called at once.                 jQuery.history.load(hash);                 return true;             });        }   This code is executed from the code behind using ScriptManager RegisterClientScriptBlock as shown below –       ScriptManager.RegisterClientScriptBlock(this, typeof(_Default), "Recalculater", "ReWorkHash();", true);   A sample application is available to be downloaded at the following location – http://techconsulting.vpscustomer.com/Source/HistoryTest.zip And a working sample is available at – http://techconsulting.vpscustomer.com/Samples/Default.aspx

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  • My Oracle Support: Your Mobile Needs

    - by richard.miller
    We know you have issues with My Oracle Support. But one area which we haven't tried to help customers is in the mobile space. If you have a few minutes take this survey. Our goal is to be able to deliver a "5 star" solution via mobile for limited set of specific and important uses. We don't plan on delivering the kitchen sink. Help us plan on what is REALLY important to you when on the move. http://tinyurl.com/mosmobile

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  • Support / Maintenance documentation for development team

    - by benwebdev
    Hi, I'm working in the Development dept (around 40 developers) for a large E-Commerce company. We've grown quickly but have not evolved very well in the field of documenting our work. We work with an Agile / Scrum-like methodology with our development and testing but documentation seems to be neglected. We need to be able to make documentation that would aid a developer who hasnt worked on our project before or was new to the company. We also have to create more high level information for our support department to explain any extra config settings and fixes of known issues that may arise, if any. Currently we put this in a badly put together wiki, based on an old Sharepoint / TFS site. Can anyone suggest some ideal links or advice on improving the documentation standard? What works in other companies? Has anyone got avice on developing documentation as part of an agile process? Many thanks, ben

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  • Associate Tech Support to Code Development [on hold]

    - by Abhay
    I have been selected for the first phase selection criteria of a company called CITRIX for the role of Associate Tech Support. Now, we have to undergo a 3 months in-depth technical training (most probably no certificate) and will only get the job on getting through the final test which includes selecting 50% of the total selected candidates in the first phase. Actually, I want to get in the field of coding and there lies my passion. Is there any way i can into any development department of this or any other company using my current profile which i can get into ?? Actually, i was wondering whether to go for the training or go for any java based course (6 months) for certification ??? Please note : The Company is not asking for any bonds

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  • Language support problems

    - by oadams
    I'm running 11.04. I want the system language to be in German. When I go to Language Support and Install/Remove Languages, I check the German box and Apply Changes. However I'm told that the package is already installed and that there isn't any need for an installation. Expanding the Details shows: Package [dbus.String(u'libreoffice-gnome')] is already installed However, German doesn't appear in the Language for menus and windows list. How should I resolve this? The problem is the same when I tried Esperanto and Afrikaans.

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  • Announcing RSS feeds of Microsoft All-In-One Code Framework code samples

    - by Jialiang
    Today, we are not only announcing Sample Browser v2 CTP, but we are also excited to announce the availability of RSS feeds of All-In-One Code Framework code samples. By using these feeds, you can easily track and download the new code samples. English RSS feeds All code samples: http://support.microsoft.com/rss/en/rss.xml ASP.NET code samples: http://support.microsoft.com/rss/en/ASPNET.xml Silverlight code samples: http://support.microsoft.com/rss/en/Silverlight.xml Azure code samples: http://support.microsoft.com/rss/en/Azure.xml COM code samples: http://support.microsoft.com/rss/en/COM.xml Data Platform code samples: http://support.microsoft.com/rss/en/Data%20Platform.xml Library code samples: http://support.microsoft.com/rss/en/Library.xml Office dev code samples: http://support.microsoft.com/rss/en/Office.xml VSX code samples: http://support.microsoft.com/rss/en/VSX.xml Windows 7 code samples: http://support.microsoft.com/rss/en/Windows%207.xml Windows Forms code samples: http://support.microsoft.com/rss/en/Windows%20Forms.xml Windows General code samples: http://support.microsoft.com/rss/en/Windows%20General.xml Windows Service code samples: http://support.microsoft.com/rss/en/Windows%20Service.xml Windows Shell code samples: http://support.microsoft.com/rss/en/Windows%20Shell.xml Windows UI code samples: http://support.microsoft.com/rss/en/Windows%20UI.xml WPF code samples: http://support.microsoft.com/rss/en/WPF.xml ??RSS?? ??????:http://support.microsoft.com/rss/zh-cn/codeplex/rss.xml ASP.NET????:http://support.microsoft.com/rss/zh-cn/codeplex/ASPNET.xml Silverlight????:http://support.microsoft.com/rss/zh-cn/codeplex/Silverlight.xml Azure ????: http://support.microsoft.com/rss/zh-cn/codeplex/Azure.xml COM ????: http://support.microsoft.com/rss/zh-cn/codeplex/COM.xml Data Platform ????: http://support.microsoft.com/rss/zh-cn/codeplex/Data%20Platform.xml Library ????: http://support.microsoft.com/rss/zh-cn/codeplex/Library.xml Office dev ????: http://support.microsoft.com/rss/zh-cn/codeplex/Office.xml VSX ????: http://support.microsoft.com/rss/zh-cn/codeplex/VSX.xml Windows 7 ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%207.xml Windows Forms ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%20Forms.xml Windows General ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%20General.xml Windows Service ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%20Service.xml Windows Shell ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%20Shell.xml Windows UI ????: http://support.microsoft.com/rss/zh-cn/codeplex/Windows%20UI.xml WPF ????: http://support.microsoft.com/rss/zh-cn/codeplex/WPF.xml

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  • The “Customer” Experience Revolution is Here

    - by Natalia Rachelson
    Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} A guest post by Anthony Lye, SVP, Oracle Development The Experience Revolution is here, and we are going to explore and celebrate our new customer experience ventures and strategy in an extraordinary way. In true Oracle fashion, we are hosting an exceptional event, bringing together customer experience advocates, visionaries and practitioners to discover and define Oracle’s Customer Experience vision. The Experience Revolution is best described as today’s era of the empowered consumer. For those of us who work with customers on a daily basis, we know that the modern consumer demands fast, accurate, consistent information across all communication channels. And if they don’t like the services received can easily take to social channels to voice disapproval. For this reason, organizations today operate in an environment where traditional methods of differentiation are less effective and customer experience has become the primary driver of business value. Here’s some food for thought, according to the 2011 Customer Experience Impact (CEI) Report, a full 89 percent of consumers will switch brands for a better customer experience. In short, in today’s era of the empowered consumer, delivering excellent customer experiences is what will, and is, defining the next great brands. At The Experience Revolution, Oracle President Mark Hurd will detail the vision of where customer experience is going and how Oracle will help you get there. He will introduce for the first time Oracle Customer Experience, a cross stack suite of customer experience products that enable organizations to: Engage customers with a consistent, connected and personalized brand experience across all channels and devices Deliver exceptional cross-channel order fulfillment and customer service through web, call centers and social networks Connect and analyze data from all interactions to better personalize experiences and identify hidden opportunities The Experience Revolution will also include an interactive gallery of customer experience interactions, featuring videos, touch screens and near field communication technology that will guide each attendee through an individualized event experience. We hope you will join us for an incredible evening on June 25, from 6:00 – 9:00 p.m. at Gotham Hall in New York City. You can register for The Experience Revolution here. And if you haven’t already joined the conversation on Twitter, please do: #OracleCX, #ExperienceRevolution

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  • Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

    - by Christie Flanagan
    The Forrester Customer Intelligence Forum and the Forrester Marketing Leadership Forums will soon be here.  This year’s events will be co-located on April 18-19 at the J.W. Marriott at the L.A. Live entertainment complex in downtown Los Angeles.  Last year’s Marketing Forum was quite memorable for me.  You see, while Forrester analysts and business marketers were busy mingling over at the Marriott, another marketing powerhouse was taking up residence a few feet away at The Staples Center.  That’s right folks. Lada Gaga was coming to town.  And, as I came to learn, it made perfect sense for Lady Gaga and her legions of fans to be sharing a small patch of downtown L.A. with marketing leaders from all over the world.  After all, whether you like Lady Gaga or not, what pop star in recent memory has done more to build herself into a brand and to create an engaging, social and interactive customer experience for her Little Monsters?  While Lady Gaga won’t be back in town for this year’s Forrester events, there are still plenty of compelling reasons to make the trip out to Los Angeles.   The theme for The Forrester Customer Intelligence and Marketing Leadership Forums this year is “From Cool To Critical: Creating Engagement In The Age Of The Customer” and will tackle the important questions about how marketers can survive and thrive in the age of the empowered customer: •    How can you assess consumer uptake of new innovations?•    How do you build deep customer knowledge to drive competitive advantage?•    How do you drive deep, personalized customer engagement?•    What is more valuable — eyeballs or engagement?•    How do business customers engage in new media types?•    How can you tie social data to corporate data?•    Who should lead the movement to customer obsession?•    How should you shift your planning and measurement approaches to accommodate more data and a higher signal-to-noise ratio?•    What role does technology play in customizing and synchronizing marketing efforts across channels?As a platinum sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forums.  Here are some of the highlights:Oracle Speaking SessionThursday, April 19, 9:15am – 9:55amMaximize Customer Engagement and Retention with Integrated Marketing & LoyaltyMelissa Boxer, Vice President, Oracle CRM Marketing & LoyaltyCustomers expect to interact with your company, brand and products in more ways than ever before.   New devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. While Marketing's objectives (attract, convert, retain) remain fundamentally the same, your approach and tools must adapt quickly to succeed in this more complex, cross-channel world. Hear how leading brands are using Oracle's integrated marketing and loyalty solutions to maximize customer engagement and retention through better planning, execution, and measurement of synchronized cross-channel marketing initiatives.Solution ShowcaseWednesday, April 1810:20am – 11:50am 12:30pm – 1:30pm2:55pm – 3:40pmThursday, April 199:55am – 10:40am12:00pm – 1:00pmSolution Showcase & Networking ReceptionWednesday, April 185:10pm – 6:20pmBe sure to follow the #webcenter hashtag for updates on these events.  And for a more considered perspective on what Lady Gaga can teach businesses about branding and customer experience, check out Denise Lee Yohn’s post, Lessons from Lady Gaga from the Brand as Business Bites blog.

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  • Vermont IT Jobs: Sr. Security Analyst in Montpelier

    Senior Security Analyst Summary This position is responsible for advancing the Information Systems program within the company by assisting the Chief Information Security Officer (CISO) to plan, develop, and monitor administrative, physical, and technical safeguards for the companys Information Assets. Key Responsibilities Under Direction of CISO, establish  and maintain company-wide information security policies, standards and procedures Manage the Information Security Program Office...Did you know that DotNetSlackers also publishes .net articles written by top known .net Authors? We already have over 80 articles in several categories including Silverlight. Take a look: here.

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  • Get More Value From Your Oracle Premier Support Investment

    - by Get Proactive Customer Adoption Team
    Untitled Document The Return on Investment in Support Training I’m a typical software user. I’ve been using spreadsheets almost daily for the past 10 years or so. I know how to enter simple formulas, format cells, import files, and I can sort and filter. Sometimes I even use a pivot table. I never attended training. I learnt everything I know on the fly. Sometimes it was intuitive and easy, other times I had to spend minutes and even hours searching for a solution. Yet when I see what some other people can do with their spreadsheets, I know I’m utilizing maybe 15% of the functionality. Pity, one day I really have to sign up for training. Why haven’t I done it yet? Ah, you know, I’m a busy person, I have work to do. And if I need to use a feature that I am unfamiliar with, I’ll spend time on it only when I really need it. Now wait. When I recall how much time I spent trying to figure how things work compared to time I spent doing the productive work, I realize it was not insignificant. I’m unable to sum up all the time I spent ‘learning’ on the fly, but I’m sure it’s been days or even weeks. And after all this time, I’ve mastered 15% of its features. If only I had attended training years ago. That investment would have paid back 10 times! Working with My Oracle Support is no different. Our customers typically use simple search, create service requests, and download patches. They think they know how to use My Oracle Support. And they’re right. They know something but often they’re utilizing only a fragment of My Oracle Support’s potential. For the investment that has been made, using only a small subset of the capabilities offered in My Oracle Support leaves value on the table. There is much more available in My Oracle Support. Dozens of diagnostic tools and proactive health checks will keep verifying your Oracle environments against best practices that Oracle gathers every day thanks to our comprehensive knowledge management process. Automated patch recommendations will help prevent known issues, and upgrade planning and more is included in My Oracle Support. Why are you not utilizing all of these best practices, capabilities and tools? Is it because you don’t have time to invest 2-3 hours of your time to learn about the features? Simply because you think you can learn on the fly like I thought I could? Does learning on the fly how to properly use the Service Request escalation process when you already have critical issue sound like a good idea? My advice is: Invest your time now to learn how My Oracle Support can help you prevent issues on your systems. Learn how to find answers faster and resolve problems more efficiently. Understand how to properly complete a service request. Invest in Support training, offered at no additional cost to Oracle Premier Support customers. It will pay back quicker than you think. It will bring you more value than you think. Discover your advantage with Oracle Premier Support's Proactive Portfolio.

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  • Does Your Customer Engagement Create an Ah Feeling?

    - by Richard Lefebvre
    An (Oracle CX Blog) article by Christina McKeon Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1 Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it? Toyota is a great example of using smart assistance technology to understand customer intent and answer questions before customers hit the submit button online. What is unique in this situation is that Toyota captures intent while customers are filling out email forms. Toyota analyzes the data in the form and suggests responses before the customer sends the email. The customer gets the right answer, and the email never makes it to your contact center — which makes you and the customer happy. Most brands are fully aware of chat as a service channel, but some brands take chat to a whole new level. Beauty.com, part of the drugstore.com and Walgreens family of brands, uses live chat to replicate the personal experience that one would find at high-end department store cosmetic counters. Trained beauty advisors, all with esthetician or beauty counter experience, engage in live chat sessions with online shoppers to share immediate advice on the best products for their personal needs. Agents can watch customer activity online and determine the right time to reach out and offer help, just as help would be offered in a brick-and-mortar store. And, agents can co-browse along with the customer helping customers with online check-out. These personal chat discussions also give Beauty.com the opportunity to present products, advertise promotions, and resolve customer issues when they arise. Beauty.com converts approximately 25% of chat sessions into product orders. Photobox, the European market leader in online photo services, wanted to deliver personal and responsive service to its 24 million members. It ensures customer inquiries on personalized photo products are routed based on agent knowledge so customers get what they need from the company experts. By using a queuing system to ensure that the agent with the most appropriate knowledge handles the query, agent productivity increased while response times to 1,500 customer queries per day decreased. A real-time dashboard prevents agents from being overloaded with queries. This approach has produced financial results with a 15% increase in sales to existing customers and a 45% increase in orders from newly referred customers.

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