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• Webcast: The Power to Translate is Now Inside Oracle WebCenter Sites

  - by kellsey.ruppel

  The Power to Translate is Now Inside Oracle WebCenter Sites You are invited to a special preview of the Lingotek Inside Oracle WebCenter Sites solution which will be showcased at Collaborate in Las Vegas later in April. Register Now! Now it's easy to quickly translate your content directly from Oracle WebCenter Sites using the new Lingotek - Inside for Oracle WebCenter Sites integration. Your users will be able to access translated content, nominate content for translation, and even offer to translate content themselves. Lingotek - Inside Integration: Content identified and seamlessly viewable within Lingotek Workbench. Translation Completed by: Machine and Translation Memory Community Volunteers, Crowdsourcing Professional Translators Translated Content Automatically Saved. Content within Oracle WebCenter Sites: Related Secured Routed Through Workflows Publish to Intranets, Web Sites, Applications Oracle WebCenter Sites Web Experience Management Enables marketers and business users to easily create and manage contextually relevant, social, and interactive online experiences across multiple channels on a global scale. Drive customer acquisition, brand loyalty, and business success Optimize customer engagement across Web, mobile, and social channels Manage large-scale, multichannel global online presence with integration to enterprise applications Register Now! You'll hear from the experts how this can be done. Free 30 Minute Webinar Date: Tues, Apr 17thTime: 8:00am MST, 3pm GMT and 4pm CET Win a Kindle Fire Register before April 6th for a chance to win a Amazon Kindle Fire! Presenter: Rob Vandenberg, President and CEO of Lingotek, drives the vision while leading the charge to change the future of translation. Rob is a well-known technology industry veteran, and his expertise and knowledge surrounding translation, localization, and internationalization materials, software products, and web content serves as an immeasurable asset to customers needs and requirements. Rob is a frequent industry speaker and panelist . Presenter: Andrew PalmerOracleEMEA Alliances DirectorWebCenter Sites System RequirementsPC-based attendeesRequired: Windows® 7, Vista, XP or 2003 ServerMacintosh®-based attendeesRequired: Mac OS® X 10.5 or newer

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• Policy Administration is the Top 2011 IT Priority for Insurers

  - by helen.pitts(at)oracle.com

  The current issue of Insurance Networking News includes an interesting column by Novarica's Matt Josefowicz.  Recent research by the firm revealed that policy administration replacement or extension is the most common strategic IT project for insurers this year.  The article goes on to note that insurers are keenly focused on the business capabilities that can be delivered once the system is in production as well as the ability to leverage agile development methodologies and true business/IT collaboration during implementation. The results are not too surprising given that policy administration is a mission-critical system for life and annuity insurers.  As Josefowicz notes, "Core systems are called core for a reason--they are at the heart of the insurer's ability to function.  Replacing them is not to be done lightly, but failing to replace them can mean diminishing the ability to compete or function effectively as a company." Insurers can no longer rely on inflexible policy administration systems that impede their ability to rapidly configure and bring to innovative new products, add riders, support changing business processes and take advantage of market opportunities.  The ability to leverage the policy administration systems to better service customers and distribution channels by providing real-time access to policy information throughout the policy lifecycle is also critical to sustain loyalty and further fuel growth.Insurers can benefit from a modern, adaptive policy administration system, like Oracle Insurance Policy Administration for Life and Annuity.  You can learn more about the industry's most highly advanced, rules-based system, which is unmatched for its highly flexible, rules-based configurability, performance and extensibility, as well as global market industry trends by viewing a complimentary, on-demand Webcast, Adapt, Transform and Grow:  Accelerate Speed to Market with Adaptive Insurance Policy Administration.Data conversions can be a daunting process for many insurers when deciding to modernize, in particular when consolidating from multiple, disparate legacy policy administration systems to a single new platform.  Migrating from a legacy system requires a well-thought out approach that builds on the industry's best thinking from previous modernization efforts and takes data migration off the critical path by leveraging proven methodology and tools to capitalize on the new system's capabilities.  We'll discuss more about this approach in a future Oracle Insurance blog.Helen Pitts is senior product marketing manager for Oracle Insurance's life and annuities solutions.

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• Improve Customer Experience with Real-Time Scheduling

  - by ruth.donohue

  Recently, my husband rearranged his busy work schedule so that he could stay home an entire afternoon to wait for the alarm company to reset the password to our alarm system, only to discover at the end of the afternoon that the field service rep wasn’t going to be able to make the appointment after all. And, the company asked him to reschedule and block off time for another afternoon. Needless to say, my husband wasn’t happy with that experience. Unfortunately, customer experiences like this happen every day. As a business, you can’t afford these types of encounters. It’s too easy for your customers to turn to one of your competitors once they’ve reached the point of frustration. Customer experience and customer loyalty are more important than ever. So how can you prevent something like this from occurring? With the newly available Siebel Field Service Integration with Oracle Real-Time Scheduler, your service organization can: Create cost-optimized plans and schedules to improve operating efficiencies Deliver more accurate ETA’s and shorten appointment windows Minimize the impact of in-day events such as delays on site, sickness, poor weather conditions, and vehicle breakdowns Rather than requiring them to wait for an entire afternoon, imagine asking customers to be available for only an hour. And being able to commit to that time by working around unforeseen events and understanding the impact of delays or re-routings before they become customer issues. What would your customer experience and customer satisfaction be like then? Learn more about the Siebel Field Service Integration with Oracle Real-Time Scheduler: Register for and attend the upcoming webcast on Thursday, March 10th at 8:30 AM Pacific Time Read the press release, data sheet, and solution brief Visit the Siebel Field Service webpage

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• Learn How to Integrate Social Media into Your Customer Service - December 12 Webcast

  - by Tuula Fai

  Are you interested in learning more about social media customer service strategies? Then register for CRM Magazine's Roundtable Webcast, Four Social Media Support Strategies, being held Wednesday, December 12 from 11 AM - 12 PM PT (2 - 3 PM ET). The webcast features Oracle's Charlie Knapp, Director of CRM/CX Applications, Product Marketing who will speak on best practices for social enabling your contact center and customer support. Here is a brief overview of the webinar: Today's customers reveal an incredible amount of valuable information through social media on a daily basis. How well is your organization able to listen and repond? Join Parature, Verint Systems, KANA, and Oracle in this free webinar and learn how to: Enable collaboration across the enterprise to provide service and support in social media. Enhance loyalty, drive voice of the customer listening, and reduce costs. Intelligently identify, route, and engage directly with your customers through social media. Integrate social media into contact center workflows to solve customer issues, protect your brand, and improve satisfaction. Register now to join us for this free web event.  

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• Need Help With Conflicting Customer Support Goals?

  - by Tom Floodeen

  It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You need to reduce your agents research time while increasing their answer accuracy. You want to spend less time training them while growing the number of products and systems being used. You have to deal with increasing service volumes but at the same time you need to focus on creating appropriate service insight. After all, to be a great support center you not only have to be good at answering questions, you also need to be good at preventing them.   Five Key Benefits of knowledge Management in Customer Service will help you start down the path meeting these, and other, objectives. With Oracle Knowledge Products, fully integrated with Oracle’s CRM solutions, you can accomplish both increased  service demand while driving your costs down. And you can handle both while positively impacting the satisfaction and loyalty of your customers.  Take advantage of Oracle to not only provide you with a great integrated tool suite, but also with the vision to drive you down the path of success.

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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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• Failed Project: When to call it?

  - by Dan Ray

  A few months ago my company found itself with its hands around a white-hot emergency of a project, and my entire team of six pulled basically a five week "crunch week". In the 48 hours before go-live, I worked 41 of them, two back to back all-nighters. Deep in the middle of that, I posted what has been my most successful question to date. During all that time there was never any talk of "failure". It was always "get it done, regardless of the pain." Now that the thing is over and we as an organization have had some time to sit back and take stock of what we learned, one question has occurred to me. I can't say I've ever taken part in a project that I'd say had "failed". Plenty that were late or over budget, some disastrously so, but I've always ended up delivering SOMETHING. Yet I hear about "failed IT projects" all the time. I'm wondering about people's experience with that. What were the parameters that defined "failure"? What was the context? In our case, we are a software shop with external clients. Does a project that's internal to a large corporation have more space to "fail"? When do you make that call? What happens when you do? I'm not at all convinced that doing what we did is a smart business move. It wasn't my call (I'm just a code monkey) but I'm wondering if it might have been better to cut our losses, say we're not delivering, and move on. I don't just say that due to the sting of the long hours--the company royally lost its shirt on the project, plus the intangible costs to the company in terms of employee morale and loyalty were large. Factor that against the PR hit of failing to deliver a high profile project like this one was... and I don't know what the right answer is.

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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 Customer Experience (CX) Solutions Make Retailers Merry

  - by Tuula Fai

  Tis the season to be jolly. If you’re a retailer, your level of jolliness depends on sales. So you watch trends like U.S. store traffic increasing 3.5% to 308 million on Black Friday but sales actually falling 1.8% to $11.2 billion. Fortunately, by the end of November, retail sales were up 3.7% over the previous year, thanks to life recovering after Hurricane Sandy. And online sales topped $1 billion for the first time ever! Who are the companies improving their sales online? They are big names like Walgreen’s Drugstore.com, Nordstrom’s HauteLook, and Intuit. More importantly, how are they doing it? They use cutting-edge business practices enabled by Oracle’s CX Cloud Service & Support solutions to: Increase conversions rates and order sizes (Customer Acquisition) Enhance customer satisfaction and loyalty (Customer Retention) Reduce contact center costs and improve agent productivity (Operational Efficiency). Acquisition + Retention + Operational Efficiency = Sustainable Growth and Profits. That’s the magic formula for retail customer service success. Don’t take our word for it. Look at the results of these Oracle customers: Walgreen’s Drugstore—30% sales conversion rate on chat sessions with 20% increase in shopping cart size Nordstrom’s HauteLook—40,000+ interactions per month—20% growth over last year— efficiently managed by 40 agents, with no increase in IT costs Intuit—50% increase in customer satisfaction and 70% decrease in cost per interaction Using Oracle’s CX Cloud & Service solutions, these retailers deliver consistent, relevant, and personalized experiences across all touchpoints, including social, mobile, and web. Their ability to connect with customers anytime, anywhere—providing the right answer at the right time—helps them create a defensible advantage in the marketplace. Want to learn more? Please visit http://www.oracle.com/goto/cloudlaunchpad for free resources on delivering exceptional customer service in the Cloud. Also, watch our YouTube channel to learn more about seamless multichannel retail and Winston Furnishings’ exceptional customer experience.

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• Creating Engaging Online Experiences is Easy and Intuitive for Marketers with Oracle WebCenter Sites 11g

  - by Christie Flanagan

  Last month, we announced the availability of Oracle WebCenter Sites 11g, the latest release of our web experience management solution. This new release is really geared toward enabling marketers and business users to drive customer acquisition and brand loyalty by simplifying the whole process of creating, managing and optimizing engaging online experiences.  To show you just how this works, we’ve created the video below which takes you through the tasks a typical marketer might execute using Oracle WebCenter Sites to manage their online presence -- everything from page editing to page creation, right on through to optimizing the mobile experience and moderating user-generated comments and reviews is covered here. I hope this video has give you a flavor for just how easy and intuitive it is for marketers and other business users to manage engaging and interactive online experiences using Oracle WebCenter Sites.  To see more about the new release, please check out the recording of our launch webcast. On Demand Webcast - Introducing Oracle WebCenter Sites: Transforming the Online Experience Enabling marketers and business users is a key requirement for creating and managing contextually relevant, social, and interactive online experiences. Oracle WebCenter Sites transforms the online experience into one that is simple and intuitive to manage as a content contributor, encourages interaction between site visitors and their social networks, and provides marketers with automated targeting options for optimizing online engagement. View this webcast now to learn more.

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• 11/28 Thought Leaders Webinar: Marketing Strategies for Great Customer Experiences

  - by Charles Knapp

  With the growing use of mobile and social, it's tempting to bolt on these new channels to existing processes. However, that piecemeal approach may not lead to satisfying customer experiences or solid returns on investments. Furthermore, the volume of information businesses have access to is growing exponentially. Is this leading to better business insight and customer experiences? Join the Internet Marketing Association, The University of California at Irvine, and Oracle as we discuss marketing strategies that will help your customers have better experiences with your brand. You'll learn effective strategies for harnessing the power of "big data" to know more and understand your customers better, empowering customers and employees to make every interaction easy and rewarding, and adapting the customer experience to connect and engage effectively with each customer. Our speakers are Melissa Boxer, Vice President of Product Strategy, Oracle Cloud and CX Applications, who is a conference keynote speaker on integrated social marketing and loyalty analytics, and Dean Abbott, CEO of Abbott Analytics, who is a thought leader in commercial predictive analytics. This learning opportunity takes place on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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• Jquery calendar and tab sliding div clash...

  - by StealthRT

  Hey all, i am trying my best to figure out another way around this problem i seem to have encountered. On my website i have a jquery calendar and also a jquery div tab slider (this: http://www.queness.com/resources/html/tabmenu/jquery-tabbed-menu-queness.html). The problem comes into play with the DIV tag. The calender loads up inside a DIV with a id of 'calender'. The CSS for the tabs have the DIV hidden: CSS: .boxBody div {display:none;} .boxBody div.show {display:block;} .boxBody #category a {display:block;} And because of that, the calender never shows on the page. However, if i comment out that css code above, it shows up but does not cover each section as it should. In other words, everything is shown when it should be hidden until the tabs are clicked on to revel it. code: <script type="text/javascript"> $(document).ready(function() { $('#tabMenu > li').click(function(){ $('#tabMenu > li').removeClass('selected'); $(this).addClass('selected'); $('.boxBody div').slideUp('1500'); $('.boxBody div:eq(' + $('#tabMenu > li').index(this) + ')').slideDown('1500'); }).mouseover(function() { $(this).addClass('mouseover'); $(this).removeClass('mouseout'); }).mouseout(function() { $(this).addClass('mouseout'); $(this).removeClass('mouseover'); }); $('.boxBody #category li').mouseover(function() { $(this).css('backgroundColor','#888'); $(this).children().animate({paddingLeft:"20px"}, {queue:false, duration:300}); }).mouseout(function() { $(this).css('backgroundColor',''); $(this).children().animate({paddingLeft:"0"}, {queue:false, duration:300}); }); $('.boxBody li').click(function(){ window.location = $(this).find("a").attr("href"); }).mouseover(function() { $(this).css('backgroundColor','#888'); }).mouseout(function() { $(this).css('backgroundColor',''); }); }); </script> <div align="center"> <div class="Mainbox"> <ul id="tabMenu"> <div id="theLogo"><[img] src="img/theLogo.png" width="415" height="146" /></div> <li class="stats"><[img] src="img/Stats.png" width="70" height="52" id="tab1" /></li> <li class="cal"><[img] src="img/cal.png" width="70" height="52" id="tab2" /></li> <li class="loyalty"><[img] src="img/Loyalty.png" width="70" height="52" id="tab3" /></li> <li class="Employees"><[img] src="img/Employees.png" width="70" height="52" id="tab4" /></li> <li class="txtemail"><[img] src="img/TxtEmail.png" width="70" height="52" id="tab5" /></li> </ul> <div class="boxTop"></div> <div class="boxBody"> <div id="stats" class="show"> Just a test here.... </div> <div id="cal"> <div id='calendar'></div> </div> <div class="boxBottom"></div> </div> </div> How can i change the tab javascript code so that it does not have to hide the DIV's so that the calendar will work? I've tried to replace all div's with 'span' or 'p' but that does not seem to work at all. Any help would be great as i am stuck on this and can not go any further without it being solved! :) David

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• Looking for a Magnetic Card Reader with data storage

  - by Omar Sharif

  I am looking for a magnetic card reader with data storage of about 2 GB. This reader be placed in open under a shade, but would be exposed to temperatures from -5 C to 50 C. Job is to swipe customer loyalty cards issued to regular customers of a gas station. Each time they get gas filled, they will swipe their card, to mark their presence. Swiped data be stored in the reader. And on intervals be transferred to a PC lying in the office. The customer visits data be used to award some gifts or benefits to frequently visiting clients. Any ready-made solutions available ? Please advise. Omar

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• float change from python 3.0.1 to 3.1.2

  - by Jeremy

  Im trying to learn python. I am using 3.1.2 and the o'reilly book is using 3.0.1 here is my code import urllib.request price = (99.99) while price 4.74: page = urllib.request.urlopen ("http://www.beans-r-us.biz/prices-loyalty.html") text = page.read().decode("utf8") where = text.find('>$') start_of_price = where + 2 end_of_price = start_of_price + 6 price = float(text[start_of_price:end_of_price]) print ("Buy!") - here is my error Traceback (most recent call last): File "/Users/odin/Desktop/Coffe.py", line 14, in price = float(text[start_of_price:end_of_price]) ValueError: invalid literal for float(): 4.59 what is wrong? please help!!

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• Creating an object relational schema from a Class diagram

  - by Caylem

  Hi Ladies and Gents. I'd like some help converting the following UML diagram: UML Diagram The diagram shows 4 classes and is related to a Loyalty card scheme for an imaginary supermarket. I'd like to create an object relational data base schema from it for use with Oracle 10g/11g. Not sure where to begin, if somebody could give me a head start that would be great. Looking for actually starting the schema, show abstraction, constraints, types(subtypes, supertypes) methods and functions. Note: I'm not looking for anyone to make any comments regarding the actual classes and whether changes should be made to the Diagram, just the schema. Thanks

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• Selling Solutions, Not Products

  - by David Dorf

  When I think about next-generation retailers, the names that come to mind are Apple, Whole Foods, Lulu Lemon, and IKEA.  They may not be the biggest retailers, but they are certainly growing fast. Success is never defined by just one dimension, and these retailers execute well across many dimensions, but the one that stands out for me is customer experience.  These stores feel...approachable...part of the community...local.  Customers are not intimidated to ask questions, and staff seem to go out of their way to help. What's makes these retailers stand out in the industry?  These retailers aren't selling products -- they're selling solutions.  Think about that.  You think you're going to the Apple store to buy a phone, but you're actually buying a communications solution that handles much, much more.  If you carry an iPhone, your life has changed.  The way you do things is different.  The impacts go much beyond a simple phone. Solutions start with a problem, which is why these retailers greet customers with "what brought you in today," or "can I answer any questions for you?"  Good retailers establish a relationship, even if it lasts only a few minutes. You don't walk into Whole Foods looking for cans of soup.  You are looking for meals: healthy snacks, interesting lunches, exotic dinners.  Its a learning experience where you might discover solutions to problems you didn't know you had.  Mention what foods you like, and you'll get a list of similar items you had not considered.  I didn't know I needed a closet organizer until I visited an IKEA and learned about all the options.  They were able to customize the solution to meet my needs, and now I'm much more organized. One of the differences between selling products and selling solutions is training.  Visit any of these retailers' sites and you'll see a long list of in-store events for the benefit of customers.  You can buy exercise clothing from Lulu Lemon, and also learn new yoga techniques, meet like-minded people, and branch off to other fitness regimes via their ambassadors.  You can visit the Geek Bar at Apple, eat lunch at IKEA, and learn to cook at Whole Foods. These retailers are making an investment in a relationship with their customers.  They are showing loyalty to their customers before asking for it back.  In the long-run, this strategic approach will outlive any scan-and-bag mentality.

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• Finalists for the Microsoft Accelerator for Windows Azure

  - by ScottGu

  Today, I am pleased to announce the ten finalists for the Microsoft Accelerator for Windows Azure powered by TechStars. These startups are about to launch into a three-month program where they will develop new products and businesses using Windows Azure. The response to the program has been fantastic - we received nearly 600 applications from entrepreneurs in 69 countries around the world, spanning a host of industries including retail, travel, entertainment, banking, real estate and more.  There were so many innovative ideas and amazing teams that it really made the selection process hard.  We finally landed on 10 finalists, based on their experience, qualifications, and innovative business ideas built on the cloud. This fall’s Windows Azure class includes: Advertory – Berlin, Germany. Advertory helps local businesses increase revenue and build customer loyalty. Appetas – Seattle, WA. Appetas' mission is to make restaurants look as beautiful online as they do on the plate! BagsUp – Sydney, Australia. Find great places from people you trust. Embarke – San Diego, CA. Embarke allows developers and companies the ability to integrate with any human communication channel (Facebook, Email, Text Message, Twitter) without having to learn the specifics, write code, or spend time on any of them. Fanzo – Seattle, WA. Fanzo puts sports fans in the spotlight. Find other fans, show off your fanswagger and get rewarded for your passion. MetricsHub – Bellevue, WA. A service providing cloud monitoring with incident detection and prebuilt workflows for remedying common problems. Mobilligy – Bellevue, WA. Mobilligy revolutionizes how people pay their bills by bringing convenient, secure, and instant bill payment support to mobile devices. Realty Mogul – Los Angeles, CA. Realty Mogul is a crowdfunding platform for real estate where accredited investors pool capital and invest in properties that are acquired, managed and eventually resold by professional private real estate companies and their management teams. Staq – San Francisco, CA. Back-end as a service for APIs. Socedo – Bellevue, WA. A simple and effective web application for lead generation and relationship management on Twitter. Each startup will be hosted in Seattle and mentored by entrepreneurs and venture capitalists as well as leaders from Windows Azure and other Microsoft organizations. The teams will spend the first month ideating and refining their business concepts with input and advice from their mentors as well as Microsoft customers, followed by two months of design and development. They will present their results to investors and Microsoft partners at an event in mid-January. We are really looking forward to seeing how their businesses evolve.  These teams have demonstrated incredible energy, passion, and innovative capabilities – and they are ready to show the world what’s possible with Windows Azure. Thanks, Scott P.S. And if you are new to Twitter you can also optionally follow me: @scottgu

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• Oracle Customer Hub - Directions, Roadmap and Customer Success

  - by Mala Narasimharajan

   By Gurinder Bahl With less than a week from OOW 2012, I would like to introduce you all to the core Oracle Customer MDM Strategy sessions. Fragmentation of customer data across disparate systems prohibits companies from achieving a complete and accurate view of their customers. Oracle Customer Hub provide a comprehensive set of services, utilities and applications to create and maintain a trusted master customer system of record across the enterprise. Customer Hub centralizes customer data from disparate systems across your enterprise into a master repository. Existing systems are integrated in real-time or via batch with the Hub, allowing you to leverage legacy platform investments while capitalizing on the benefits of a single customer identity. Don’t miss out on two sessions geared towards Oracle Customer Hub:   1) Attend session CON9747 - Turn Customer Data into an Enterprise Asset with Oracle Fusion Customer Hub Applications at Oracle Open World 2012 on Monday, Oct 1st, 10:45 AM - 11:45 AM @ Moscone West – 2008. Manouj Tahiliani, Sr. Director MDM Product Management will provide insight into the vision of Oracle Fusion Customer Hub solutions, and review the roadmap. You will discover how Fusion Customer MDM can help your enterprise improve data quality, create accurate and complete customer information,  manage governance and help create great customer experiences. You will also understand how to leverage data quality capabilities and create a sophisticated customer foundation within Oracle Fusion Applications. You will also hear Danette Patterson, Group Lead, Church Pension Group talk about how Oracle Fusion Customer Hub applications provide a modern, next-generation, multi-domain foundation for managing customer information in a private cloud. 2)  Don't miss session  CON9692 - Customer MDM is key to Strategic Business Success and Customer Experience Management at Oracle Open World 2012 on Wednesday, October 3rd 2012 from 3:30-4:30pm @ Westin San Francisco Metropolitan 1. JP Hurtado, Director, Customer Systems, will provide insight on how RCCL overcame challenges of data quality, guest recognition & centralized customer view to provide consolidated customer view to multiple reservation, CRM, marketing, service, sales, data warehouse and loyalty systems. You will learn how Royal Caribbean Cruise Lines (RCCL), which has over 30 million customer and maintain multiple brands, leveraged Oracle Customer Hub (Siebel UCM) as backbone to customer data management strategy for past 5 years. Gurinder Bahl from MDM Product Management will provide an update on Oracle Customer Hub strategy, what we have achieved since last Open World and our future plans for the Oracle Customer Hub. You will learn about Customer Hub Data Quality capabilities around data analysis, cleansing, matching, address validation as well as reporting and monitoring capabilities. The MDM track at Oracle Open World covers variety of topics related to MDM. In addition to the product management team presenting product updates and roadmap, we have several Customer Panels, and Conference sessions. You can see an overview of MDM sessions here.  Looking forward to see you at Open World, the perfect opportunity to learn about cutting edge Oracle technologies. 

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• Oracle and Eloqua Welcome Compendium’s Content Marketing

  - by Mike Stiles

  Yesterday, Oracle announced its acquisition of Compendium, a cloud-based content marketing provider that helps companies plan, produce and deliver engaging content across multiple channels throughout their customers' lifecycle. Why? Because every part of the above paragraph speaks to where modern marketing is and where it’s headed. Customers have now been empowered, thanks to the Internet and particularly social, with access to almost limitless amounts of information about companies and products. This includes the especially influential voices of friends and objective acquaintances that have experience with the product or brand. With mobile, this info is available instantly in the palm of their hand. All of this research and influence mind you, is taking place long before a prospect will ever engage with the brand itself or one of its sales reps. So how does a brand effectively insert itself into these conversations and this flow of the customer journey? Now, more than ever, marketers must deliver relevant and engaging content across multiple channels and throughout the entire customer journey to be useful, helpful, and influential. Compendium has a data-driven content marketing platform that lines up relevant content with customer data and personas so brands can accelerate the conversion of prospects. Now think about combining that with the Oracle Eloqua Marketing Cloud, part of Oracle's comprehensive CX solution. Marketers will be able to automate content delivery across channels by aligning persona-based content with customers' digital body language. Better customer engagement, improved sales lead quality, better return on marketing investment, and higher customer loyalty. Now we’re talking. Does data-driven content marketing have an impact? Compendium customer CVENT is a SaaS company specializing in meetings management tech. They wanted to increase leads & ad performance on their blog and dramatically increase their content. They also wanted to manage the creation, workflow, promotion and distribution of that content. With Compendium, CVENT created over 9,000 content elements, and sales-ready leads grew 325%. So Oracle Eloqua helps you target audiences, know buyers, and automate multi-channel marketing campaigns. Compendium lets you plan, publish, manage and measure content across content types and channels. Now kick it up yet another notch with Oracle’s Analytics, Big Data and Social solutions, and you’re using your marketing dollars to reach the right people in the right place at the right time with the right content. And as if that weren’t enough, your customers will love you for it. @mikestiles

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

  - by Kathryn Perry

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

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• The Social Business Thought Leaders - Ray Wang

  - by kellsey.ruppel

  It seems both consumers and businesses are at the peak of the social hype. Overwhelmed by social media channels, platforms, and processes both in their private and professional life, many early adopters are starting to feel the social fatigue. Mirroring what happened with email and web sites during the late 1990's - early 2000's, more and more managers are looking to move from ubiquitous social media tactics to the most appropriate business use case and processes. This step becomes even more important considering the year over year contraction in IT budgets and the consequent need to maximize return on every dollar spent in new technologies. Ray Wang, CEO and Principal Analyst at Constellation Research, suggests engagement through collaborative technologies both as a conceptual model and a transformational tool for enterprises to reap business value. Without participation - the reasoning goes - there is no value and good technology alone is not enough to guarantee employee and customer adoption. Enterprise gamification is a new lever to succeed with Social Business by directing a critical mass of participation towards desired outcomes. What kind of outcomes? A recent study from Constellation Research (see 2012 Q1 Gamification Early Adopters Best Practices) highlights how Marketing, Customer Service and HR are leading the pack with gamification in processes such as: Sustaining long term customer loyalty (76.4%) Improving response in campaign to lead (74.5%) Right channeling incidents for resolution in social media (67.3%) Growing the number service and support incidents resolved by the community (63.6%) Improving employee referral rates and effective recruiting (43.6%) Driving on-boarding success with new hires (20%) More than simply adding badges, points and leaderboards to existing processes, enterprise gamification should be holistically embedded into employee and customer experience to stimulate specific behaviors. According to Ray Wang this can be done at three core levels: Measurable actions. The behaviors we want to facilitate consist of granular actions (i.e likes, comments, posts, recommendations, etc) and more complex actions (i.e projects, initiatives, programmes) attributed to individuals, groups and/or external actors  Reputation. The reputation an individual has earned through his actions is a key factor in building motivation among others and it is determined by its identity, social standing status and competitiveness Incentives or the intrinsic and extrinsic rewards that motivate behaviors and drive actions Listen to Ray Wang's video-interview to learn more about the dynamics that are shaping the future of collaboration and how gamification can help organizations attain new levels of engagement.

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• Case Management Patterns with Oracle Unified Business Process Management Suite

  - by Ajay Khanna

  Contributed by Heidi Buelow, Oracle Product Management Case Management was a hot topic all week at Oracle OpenWorld so I was excited to share our current features and upcoming plans at the session Thursday morning on Case Management Patterns with Oracle Unified Business Process Management Suite.  My colleague, Ravi Rangaswamy, the Case Management Development Manager, and I, Heidi Buelow, the Case Management Product Manager, discussed case management use case patterns with an interested audience.  We also talked about the current BPM Suite offering for Case Managment and showed a demo of our upcoming release where Case Management becomes a first class component in a BPM composite application. Case Management use case patterns cover a wide range of horizontal applications such as Accounts Payable, Dispute Resolution, Call Center, Employee OnBoarding, and many vertical applications in domains and industries such as Public Sector services, Insurance claims, and Healthcare.  Really, it is any use case where the resolution of a request may require a knowledge worker making decisions using experienced judgement in the current situation.  This allows for expidited care and customer satisfaction, both being highly valued for consumer loyalty, regulatory compliance, and efficient resolution. Today, BPM Suite provides the tools for creating Case Management applications using BPMN 2.0, Business Rules, and rich BAM and Case Analytics.  The Process Composer provides the agility to change rules and processes by the business users.  The case manager and case workers have the flexibilty they need.  With integrated content management and the concept of a BPM Process Spaces instance (case) space, the current release enables case management use case applications. In the next release, Case Management becomes a first class component. By this, we mean, Case is a separate component in the composite.  We are adding case attributes such as milestones, case events, case stakeholders, and more, providing a rich toolset for the use cases that require a flexible Case Management approach.  Activites become available according to the conditions that you specify and information can be protected by permissions indicated.  In BPM Studio, you design a Case and associate all of the attributes and activities that are needed, yet, at runtime you have the flexibility to add and change these as needed. We enjoyed sharing Case Management and it was well received by the audience.  The presentation is available online and we have viewlets of the demo that will be available at release time.

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• How far is too far?

  - by David Dorf

  Previously I've talked about Safeway's personalized pricing as well as Target's use of analytics to learn about customers.  Then last week I read about Orbitz tailoring their hotel offers based on the browser used.  (Orbitz claims that Mac users are 40% more likely than PC users to book four- or five-star hotels.)  So just how far is too far when tailoring the retail experience? When most consumers read about these types of tactics, they tend to feel violated, as if someone was reading their personal diary.  Nobody wants to be tricked into buying things.  Walking into a grocery store and seeing crates of apples stacked high looks enticing, but the crates are just for display and the apples may be over a year old.  Even though its much cheaper to print markdown tags, many retailers manually write the price tags because consumers think they deal is better if the price is hand-written. The technology already exists to personalize prices and experiences for consumers.  People get upset thinking they paid more for something than a neighbor, but it already happens all the time with cars, flights, and the use of loyalty programs and coupons. There are many variables at play for any purchase.  They only difference is that the customer segments are getting smaller, sometimes reaching a size of one. There's two ways to look at this.  Retailers have always manipulated the environment to get consumers to buy more -- or -- Retailers are getting better at tuning the shopping experience for consumers.  I choose the latter, and so do most consumers by spending their money in the stores they like.  Consumers like to see fresh flowers at the entrance to the grocery store, and they like to see specials scrawled on chalkboards. The key is making sure that consumers benefit from the experience as well.  I'm willing to give up some personal information in exchange for discounts and more relevant marketing, and the next-generation of shoppers are even less concerned about privacy.  Retailers need to use all the tools available to differentiate their offers and connect with their customers. So if Orbitz wants to put three-star hotels at the top of the list for me because I'm using a PC, that's fine by me.

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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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• 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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