Linda Fishman Hoyle

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Updated: 11 hours 40 min ago

Salesforce Buys SteelBrick—What Does it Mean for Oracle CX Cloud and CPQ?

Fri, 2016-06-17 16:10

A Guest Post by VP Chris Shutts, Oracle Cloud Development (pictured left)

Just like Oracle, Salesforce from time to time snaps up hot start ups and large established players to round out its enterprise applications portfolio. These acquisitions normally do not involve SFDC’s partners. So, in December 2015 when Salesforce announced its intent to acquire SteelBrick (a CPQ vendor on the platform), a ripple went through the rest of the ecosystem.

This acquisition was not good news for other based CPQ solutions such as Apttus. SteelBrick is a relatively simple solution, mostly focused toward small and mid-market companies requiring configuration capability in their sales process. Cash-hungry Apttus, who now may need to make some staffing and R&D decisions that would make them less competitive, has also tried to serve this market in recent years, making both these companies direct and common competitors in the ecosystem.

In any case, our own CPQ Cloud, based on the BigMachines’ acquisition, is rock solid and has been enjoying very strong market momentum. The solution is frequently sold and/or added to existing Sales Cloud, Commerce, and SCM Cloud instances.

Upsides for Oracle

Trefis Team published Here’s The Reason Behind’s Acquisition of SteelBrick in and said, “The purchase doubtlessly adds additional firepower to Salesforce’s industry-leading Sales Cloud…” However, I see real upsides for Oracle. The SteelBrick acquisition unquestionably helps validate the importance of configuration, pricing, and quoting in the overall sales process.

Also SteelBrick’s solution and Oracle’s CPQ Cloud are not in the same league. Oracle CPQ Cloud is a CPQ application delivered in the cloud that can handle complex products, high transaction volumes, and large user populations. CPQ applications help solve complicated business problems, and therefore require lots of technology investment and time to perfect. Our product has matured for 16 years and delivers innovation and value to great companies, such as HP, ADP, Vodafone, Schneider-Electric, and Siemens.

June 29: MoneyGram International—Oracle HCM Cloud Customer Forum

Tue, 2016-06-07 18:52

Join us for an Oracle HCM Cloud Customer Forum call on Wednesday, June 29, 2016 at 9:00 am PDT.

Paula Peacher, Senior Director, Global Payroll and HRIS at MoneyGram International will discuss MoneyGram's decision to streamline its payroll, core HR and recruitment process so employee’s could have better access to data, align employee execution with corporate strategy, and improve HR regulatory compliance.

Paula also will explain MoneyGram's move from Ceridian to Oracle HCM Cloud to provide its employees a better user experience and to increase employee reporting capabilities, productivity, and participation in company results.

MoneyGram selected Oracle HCM Cloud with the following modules: Core HR, US Payroll, Workforce Compensation, Performance and Goal Management, Talent Review and Succession, Recruiting and Onboarding.

MoneyGram now offers services at approximately 350,000 agent locations in more than 200 countries.

Register now to attend the live Forum and learn more about MoneyGram International’s experience with Oracle HCM Cloud.

June 28: Inspirage—Oracle ERP and Sales Clouds Customer Forum

Tue, 2016-06-07 18:52

Join us for another Oracle Customer Reference Forum on June 28, 2016, at 9:00 a.m. PDT. 

Del Clark, Chief Financial Officer at Inspirage, will talk about Inspirage’s business drivers to implement Oracle ERP Cloud and Oracle Sales Cloud. Get details of the content and a registration link for this live Forum.

“Why 'Fast Follower' Is Yesterday's Tech And Business Strategy”

Tue, 2016-06-07 11:29
In this Forbes article, Oracle's Rob Preston, Editorial Director (pictured left), challenges companies to consider whether they can afford to be fast followers, rather than first movers, when in comes to innovating and adopting technology.

It used to be that being first to adopt, innovate, or change was too dicey for many companies. Being a follower reduced one's risk while others worked out the bugs; however, today, according to Sonny Singh, SVP and general manager of Oracle’s financial services global business unit, that strategy is “incomprehensible” because of all the disruption going on around us.

No Need to Boil the Ocean

Preston says being a first mover is not about being the very first to innovate. It's about investing in the “tools, infrastructure, processes, and talent" to create a steady flow of innovation. There’s still plenty of room (and advantages) to be a first mover in areas such as mobile and data analytics. Otherwise, Singh contends you could miss “an entire generation of technology, an entire customer base, or an entire trend."

Takeaway: Being a fast follower isn’t really an option in today’s fast-paced digital world.

Read the article: Why 'Fast Follower' Is Yesterday's Tech And Business Strategy

June 23: Credit Acceptance Corporation—Oracle Sales Cloud Customer Forum

Mon, 2016-06-06 09:38

Join us for an Oracle Sales Cloud Customer Reference Forum on Thursday, June 23, 2016, at 8:00 a.m. PT / 11:00 a.m. ET.

Noah Kotch, SVP of IT of Credit Acceptance Corporation will talk about the company's desire to transform its sales organization to leverage a standardized approach and marketing organization to procure high-value leads. Register now to attend the live Forum and learn more about Credit Acceptance Corporation’s experience with Oracle Sales Cloud.

Give Employees More Reasons to Stick Around

Wed, 2016-06-01 18:40

A Guest Post by Andy Campbell, HCM strategic director (pictured left)

Winning over and retaining the best talent has never been easy, but employers today are finding it harder than ever to find people with the right skills to fill key vacancies. If businesses are to keep growing and evolving they need new ways to attract and engage the talented employees that will take them on that journey.

Interestingly, recent research from Mercer suggests that some businesses may be overestimating their ability to fill critical roles. Nine out ten organisations anticipate the competition for talent will increase in 2016, and 70% are confident that they can fill critical roles with internal candidates. The kicker is that nearly one-third (28%) of employees who responded to the survey plan to leave their current job in the next 12 months.

Unless businesses take action, the people they have pegged to ensure their future success may not be around when the time comes.

Many Companies Aren’t in a Position to Compete

Part of the issue is that many companies aren’t currently in a position to compete for talent successfully. Mercer’s research also reveals that 85% of businesses admit their talent management programs and policies need an overhaul, but instigating and managing these changes requires support from leadership. In addition, delivering modern HR requires modern HR systems that are more in keeping with the demands of a technology-savvy workforce.

Mercer is clear in its findings: Companies looking to retain the best workers should update and expand their employee development programs and other processes. And yet only 4% of HR professionals said the HR function is viewed as a strategic partner within their organisation.

Oracle Research: What Employees Really Want

It’s a conclusion that we at Oracle agree with completely. Our own Simply Talent: A Western European Perspective uncovered similar trends in Western Europe. We found that most employees desire more proactive, regular interactions with their managers, improvements that are underpinned by better employee engagement initiatives, but that once again very few (3%) workers see the HR department as having an important role in driving employee engagement.

Clearly there remains a gap between the engagement programs being run by the business and HR, and what employees now expect from their employers.

Turn Talk Into Action

So how can companies create a culture that attracts the best people and keeps them on board? The first step is to invest in understanding what motivates and engages their employees. With HR at the helm, managers should be mapping out the employee journey from on-boarding to retirement to see where points of friction may arise so they can do whatever is possible to mitigate them. This approach is similar to the way retailers and customer service teams map out the customer journey to make it more satisfying and convenient.

Regular dialogue with employees is also essential. The days of annual reviews are long gone; today’s employees need to feel they are both appreciated and that their needs are understood, and this can only happen if line managers and senior team members have more frequent, focused discussions with employees about their career path and progress.

Most importantly, these discussions must be followed by action. If employees feel nothing comes from their talks with managers they will be more inclined to seek a company that delivers on its promises. Our research found that less than one-third of employees believe their company is proactive about engaging with them. The time has come for a sea-change in how businesses communicate with their people.

Employees are every company’s most precious resource—in deed, as well as in word. HR must take the lead in fostering an employee-focused work culture where development, training, education, and support are treated as a priority and a true dialogue exists between employees and their managers. Those companies that adapt to this new reality will be in the best possible position to ensure they have the right talent to achieve their future ambitions.

Vanderbilt University Promotes Oracle HCM, ERP, and EPM Clouds

Wed, 2016-05-18 16:14

It’s great when we get to showcase our customers. It is amazing when great customers showcase us!

And that’s exactly what happens in this new video from Vanderbilt University.

The video was created by Vanderbilt, not Oracle, to help launch the university’s SkyVU initiative. SkyVU is an Oracle ERP, HCM, and EPM cloud-based solution that replaces approximately 15 current e-business services and provides a modern and synchronized environment “to allow university faculty and staff to spend less time on paperwork and more time on efforts that contribute to the university’s mission.” The video, a launch event, and website (under construction) are part of the rollout to key stakeholders and users.

The SkyVU video is perfectly aligned with Oracle’s message under the tagline “Modern Demands Need Modern Systems.” It presents thoughts from senior executives from across Vanderbilt’s HR, Finance, IT, and academic leadership team that will resonate across industries.

You might not be in Higher Ed, but don't let that stop you from watching the video. Vanderbilt is the second largest private employer in the state of Tennessee.

Looking for Nominees for the 2016 Oracle Sustainability Innovation Awards

Sun, 2016-05-15 16:01

Is Oracle helping you save energy, gas, or paper?

For example, are you using Oracle Cloud solutions to help drive down power consumption?

Or Oracle Transportation Management to reduce fleet emissions?

Or Oracle Asset Lifecycle Management to reduce energy costs and extend the life of assets by managing them more efficiently?

Or Oracle Procurement to ensure the use of sustainable suppliers? And the list goes on.

If so, you might be a good nominee for the 2016 Oracle Sustainability Innovation Award. Jeff Henley and Jon Chorley will present these awards at Oracle OpenWorld San Francisco 2016. Winning customers will receive a complimentary registration pass to OpenWorld.

Nomination Process

Submit nomination forms by June 7. We’re looking for companies that are using any Oracle product to take an environmental lead, as well as to reduce costs and improve business efficiencies using green business practices. Either a customer, its partner, or an Oracle representative can submit the nomination form on behalf of a customer.

Questions? Contact Evelyn Neumayr at

Oracle Field Service Cloud Announces Significant, End-to-End Upgrade

Mon, 2016-05-09 14:24

Oracle issued an announcement last week trumpeting its latest Field Service Cloud release. This release delivers comprehensive enhancements from mobility to ease of use. It gives companies the ability to more easily connect field service technicians to the back-office tools and resources they need to complete their work in the field. Organizations can now power more connected customer service experiences, faster response times, and reduced service delivery costs.

If you have questions, contact Christine Friscic, Oracle product manager (pictured left), at

Join Oracle Service Cloud Customer Mazda at ICMI Contact Center Expo 2016

Sun, 2016-05-08 16:02

This week is the ICMI Contact Center Expo 2016 in Long Beach, CA. It is a leading customer service industry event. Will you be there?

If you're on the fence, here's a good reason to attend. Mazda's Yvonnne Burkhouse, IT director applications development (pictured left), is speaking. Mazda, a Japanese automaker, is an Oracle Service Cloud customer. Burkhouse will present "Driving Beyond Loyalty and Exceptional Customer Engagement Center Experiences at Mazda." The company is live on Oracle Service Cloud and has a winning contact center solution story with convincing results.

Also Oracle Service Cloud customers, including Kohl’s and WageWorks, are finalists for the ICMI Best Large Contact Center award. Register now. Hope to see you on May 12.

Enjoy these Snappy Video Clips from Oracle's Modern Customer Experience

Wed, 2016-05-04 13:39
Oracle's Modern Customer Experience held in Las Vegas, NV, April 26-28, 2016, proved to be an amazing gathering of more than 4,200 CX professionals, including marketers, sales people, customer service executives, and e-commerce professionals. It was a high-energy conference powered by masterful presentations from Troy Carter, founder/CEO of Atom Factory, entrepreneur, investor, and manager, and Mark Hurd, Oracle co-CEO.

The vibe was felt all over the MGM compound, but even more so in the demo and exhibit area. This is where video mavens Ruth Kale-Fok, Maureen Boctor, Brian Mock, David Hope-Ross, Martin Taylor, and Kathryn Perry were working their camera and interview magic.

You know, some people freeze when they are asked to speak on camera.

Generally, analysts and influencers don't fall into that camp.

True to form, the analysts and influencers at the conference were more than happy to share their viewpoints on the importance of customer experience and the role Oracle is playing with its end-to-end solution.

Watch this short video starring Dr. Natalie Petouhoff from Constellation Research, Keith Dawson and Aphrodite Brinsmead from Ovum, Rebecca Wetterman from Nucleus Research, and Mark Smith from Ventana Research.

They also captured some great quotes from conference attendees in these video clips:

Want to grow your revenue? Ask our CEO how …

Wed, 2016-05-04 12:02
At the Modern CX Experience last week in Las Vegas, Oracle's co-CEO Mark Hurd told the audience that CEOs have about 18 quarters (4.5 years) to prove themselves before activist shareholders get involved. In an environment where global economic growth is anemic at best and rapidly declining at worst (consider Russia, Brazil, etc.), most CEOs look for quick ways to gain upside on earnings vs. revenue.

Many turn to slashing expenses as a sure way to deliver desired earnings results. Others try to build new products or lower prices to lure customers from the competition. But what they miss is that their success, and that of their company, lies with their existing customers. The American Customer Satisfaction Index says:

Companies with happier customers give five times the return than companies with unhappy customers.

A 5x return would validate any CEO―and thrill his or her board members and shareholders. But pushing good customer service to get happier customers isn’t exactly jazzy or unique for a nervous CEO who needs to show results quickly.

However, the research doesn’t lie; nor do our personal experiences. In his keynote, Mark shared his frustration about his bank and his US-based cell phone service provider. Both companies have siloed processes which translate into unnecessary and irritating interactions―and plenty of lost opportunities to engage and delight customers like him.

So Mark’s advice to the CEOs and professionals in the audience was to step up their customer experience games with a suite of integrated applications. “There are lots of CX providers so it’s easy to go down the path of more silos; you’ll get some benefits, innovation, but the suite is the real benefit,” said Mark.  The recipe for success is really pretty simple―get to know your customers’ wants and needs and serve them well.


Oracle is the only vendor with an integrated suite.

Oracle is the leader.

Oracle is committed to providing best-of-breed integrated solutions in each area.

Oracle can help every CEO move closer to that 5x return.

5 Reasons to Take a New Look at Oracle ERP Cloud

Wed, 2016-04-20 12:17

A Guest Post by Vice President Terrance Wampler, Oracle Financials Product Strategy (pictured left) 

Is your finance team spending its time collecting data, updating spreadsheets, and developing reports? If so, it's probably just keeping score for you rather than changing the game. To change the game, your team needs modern technology so it can do value-added work. Wampler presents us with five reasons why nearly two thousand companies around the world have chosen Oracle ERP Cloud―and why you should too. This is a summary of the post and here's a link to the full article.

Reason #1: Increase Insight

Insight is listed as #5 in the article, but it’s the one reason why every customer chooses Oracle ERP Cloud. It has a unique reporting platform built with a multi-dimensional model that pulls data directly from the general ledger. This provides real-time reporting on live financial information from a single, central point. Now, finance teams have up-to-the-minute insight into profitability and performance instead of waiting for month end.

Reason #2: Optimize

Most people think “big” when they think of Oracle. But SaaS has opened the door to companies that never would have considered us before. Many of our ERP Cloud customers are fast growing companies ($10-$20M revenue) that want the power of an enterprise system. They’ll never have to worry about outgrowing ERP Cloud, which is capable of processing over 230 million transactions per hour. And, they’ll be ready to expand geographically with country-specific tax and legal reporting, payment processing, and budgetary control.

Reason #3: Simplify

Traditional ERP systems did wonders for process efficiency, and now it’s time to do the same for information workers. ERP Cloud is designed to be ultra efficient for today’s data-driven, on-the-go employees. They know what needs their immediate attention with real-time graphical indicators on dashboards and work areas. The new infolets page also allows them to see the status of key performance indicators and drill further for more detail.

Reason #4: Modernize

Oracle ERP Cloud is made for the digital workplace, enabling finance teams to work socially, collaboratively, and logically. Social capabilities are embedded in the business processes, so team members can always track and refer back to conversations immediately. Other innovations include new integrations between Oracle Procurement Cloud and Oracle Project Management Cloud. Buyers can manage supplier negotiations and requests-for-quote as projects instead of negotiation-by-spreadsheet. They can also author documents using standard, pre-approved contract language; use embedded social workflows to collaborate and review the documents; upload supplier responses into the system; and compare bids using live, negotiation-monitoring analytics.

Reason #5: Enforce Controls

ERP Cloud meets the highest security requirements and standardizes data, rules and processes across the enterprise, including accounting, taxes, and payments.

The Art & Science of HR—Chicago Style!

Thu, 2016-04-14 11:49

“I’m not going to talk much about IT,” said Mark Hurd at the beginning of his keynote at Oracle HCM World in Chicago last week. That statement set the tone for the more than 1,400 attendees because HCM World is not a technology conference. Rather it is one where the art and science of HR come together to deliver thought-provoking discussions and revelations, which linger long after the event is over.

Oracle HCM World is a conference where one can get a new professional headshot for LinkedIn, Oracle Talent Profile, or any other tool of choice done with the help of great photographers and MAC makeup artists. It is a conference where a young female entrepreneur, Debbie Sterling of GoldieBlox, can inspire participants with her passion for raising a generation of girls who will later enter STEM professions and deliver the next breakthrough discoveries in science and engineering. It is a conference where Oracle HCM Cloud gets to shine not because it is built on Fusion technology, but because of all the amazing business benefits it delivers.

Back to Mark’s Keynote

Even though a typical corporate mentality is to cut expenses, Hurd said engaged employees are the key to success. That’s what drives productivity.

Rick Bell, Editor, Workforce, wrote this in his article entitled Oracle HCM World: What I Heard From Mark Hurd: “If the baseline of employee engagement is 70 percent and that improves by just a few percentage points, then Hurd explained he has turned higher productivity into millions of dollars.”

And more from Hurd: “Instead of cutting expenses, I drove productivity. It’s sound business. A higher engaged employee will do more work, better work, care more about the business and more about your customers. Engagement is the key to productivity. The higher engagement I have, the better.”

Mark also provided practical tips for what companies can do to increase employee engagement stating that Oracle HCM Cloud is Oracle’s own tool of choice for helping achieve our engagement goals and much more.

Why Did Attendance Increase 22% over 2015?\

For starters, the uptick can be tied to Oracle's growing customer and prospect base. Another reason for the increase is the thought leadership approach we have taken with this conference. Huge kudos go out to Cara Capretta, VP of HCM Transformation Practice and her team; Gretchen Alarcon, GVP of HCM Product Strategy and her team; and our fabulous Marketing team.\

Together they organized a standout event where industry luminaries took center stage. Along with Oracle’s Hurd, Capretta, and Alarcon, other speakers included Peter Cappelli, the George W. Taylor Professor of Management at The Wharton School and Director of Wharton's Center for Human Resources; Adam Grant, Professor of Management, The Wharton School; and Debbie Sterling, Founder and CEO of GoldieBlox.

Reaction to Oracle Learning Cloud

The HCM World buzz went through the roof as attendees got a look at our new Oracle Learning Cloud and a glimpse of what is to come in Work Life Solutions. Oracle HCM Cloud is on a roll.

Safra Catz and Detroit's CFO Woo Finance Execs with Transformation Stories

Thu, 2016-04-14 11:37
A guest post by Natalia Rachelson, Oracle Cloud Applications (pictured left)

Change is never easy, but every organization must learn to evolve to stay relevant to their customers. That was the message Oracle CEO Safra Catz and Detroit CFO John Hill delivered at the Oracle Modern Finance Experience in Chicago last week.

Not even a cold snap that brought hail and snow to my home town (gasp) could keep people away. Over 400 finance executives turned out for the event, which was two to three times larger than the inaugural Modern Finance conference held last year. Judging by the 1,400 attendees at Oracle HCM World next door, I wouldn’t be surprised if the Modern Finance Experience becomes the not-to-be-missed industry conference for the finance community.

Our marketing team did a fabulous job lining up keynote speakers such as:
  • Michael Lewis, Journalist and Best-Selling Author of The Big Short, Flash Boys, Moneyball, and The Blind Side
  • Geoff Colvin, Senior Editor-at-Large, Fortune Magazine
  • Safra Catz, Oracle CEO
  • James Richards, CIO of GE Healthcare
  • John Hill, CFO, City of Detroit
Topics included the frictionless economy and the brand new business ideas that it generates; the importance of numbers in the era of Big Data; what it takes to transform a $40 billion company not once, but twice; and how to save a city that has hemorrhaged one million residents over the past 40 years. These were stories about business transformation, success, and survival, not presentations on the technical underpinnings of the cloud or the merits of multi-tenancy (hint: business people don’t really care). If someone talked about the cloud, it was as a means to an end.

Here are highlights from two keynotes that really stood out for me:

Safra Catz, Oracle CEO

Safra recalled the first transformation Oracle went through in the early 2000s and how it allowed us to survive the dot-com crash. Now in our second transformation, Safra called upon finance executives to forge ahead with their own transformation efforts while acknowledging human nature. “Even those who understand that change is absolutely necessary still have a hard time when change happens to them,” warned Safra.

With that in mind, change agents can navigate tough transformational waters and find other like-minded individuals in the organization to help them make the case for change. By automating processes and using intelligence built into the Oracle Cloud, companies can become smarter and more efficient. They’ll be able to deal with any disruption, whether it’s a weakening global economy, a new business model (i.e. Uber/VRBO-style sharing), or new technology such as Amazon’s one-click ordering (now being transformed into one-push ordering without having to go online).

Safra recounted that back in the early 2000s, Larry Ellison said Oracle would save one billion dollars by using its own products. As crazy as that sounded, Oracle ended up achieving the goal. Safra imparted this advice to the audience: "Set overly ambitious goals that seem unachievable and unleash your people on them. You will be surprised by what is actually possible."

John Hill, CFO of the City of Detroit

John blew the audience away with this comeback story. Detroit, once the symbol of the American dream and now crumbling under years of mismanagement and tectonic shifts in the automotive industry, filed for bankruptcy in 2013. It was the largest city to do so in US history.

John had previously saved Washington D.C. from financial woes and came to Detroit to oversee the bankruptcy process. He made a deal with the mayor to let him hire and fire city employees at will, which is almost unheard of in government. He also secured the right for him and the CIO to select a technology solution to run the city. They chose Oracle ERP Cloud, and even though the change process was extremely painful, the City of Detroit is now turning a corner. New businesses and new industries are moving into the city’s revitalized downtown, bringing with them a younger and better educated workforce, and hope for a brighter future.

Together We Win

CFOs appreciate these pragmatic accounts of leading change, as well as the special attention given to them at the event. Oracle executives Safra Catz, Mark Hurd, and Larry Ellison invited 100 VIPs to an evening at the Chicago Field Museum, amidst displays of Chinese terracotta warriors. The presence of Oracle’s entire senior management team demonstrates our commitment to becoming #1 in SaaS, and in ERP Cloud specifically.

May 4: Macy’s―Oracle HCM Cloud Customer Forum

Mon, 2016-04-11 17:29

Join us for an Oracle HCM Cloud Customer Forum call on Wednesday, May 4, 2016. Terri Brown, VP Business Processes and Solutions at Macy’s, will talk about how the company is in the process of changing the way it manages its people. Macy's is executing on a transformational campaign internally called “HR Reinvent.” A huge part of this transformation has to do with all things human resources. 

To attract and retain the right talent with help from Oracle, Macy’s plans to go live on Oracle HCM Cloud, including Core HR, Benefits, Payroll, Recruiting, Onboarding, Social Sourcing, Goals, Performance, Talent Review and Succession, Compensation, and Learn by 2017 for all of its 185,000 employees.

Register now to attend the live Forum on Wednesday, May 04, 2016, at 9:00 a.m. PT and learn more about Macy’s experience and plans with Oracle HCM Cloud.

Five Reasons to Attend Oracle’s Modern Service Experience 2016

Thu, 2016-04-07 13:38

A Guest Post by Christine Skalkotos, Oracle Program Management (pictured left)

Oracle’s Modern Service Experience 2016 is again lighting up fabulous Las Vegas April 26-28, and we’re betting this will be our best event yet. From the speaker lineup and session catalog to the networking experiences and Customer Appreciation Event, we’re going “all in,” and we hope you’ll join us. Here are five reasons you should head to Las Vegas this April for the Modern Service Experience:

1. In-Depth Service Content

The Modern Service Experience features more than 40 sessions led by customer service experts, analysts, and top brands. Through the keynotes, general sessions and breakouts, you’ll hear about current and future trends in customer service and will walk away inspired and ready to turn your insights into actions. Take a look at the just-launched conference program to see the impressive speaker lineup.

The conference program features content for everyone regardless of your role. Attend sessions in the following tracks:

  • Cross-Channel Contact Center
  • Executive
  • Field Service Management
  • Industry
  • Knowledge
  • Oracle Policy Management
  • Platform
  • Web Customer Service
  • Customer Experience

In addition, you’ll hear about Oracle Service Cloud’s vision and product roadmap. Within the breakouts, you’ll learn about new product functionality and how to get the most out of your implementation. In the expo hall, you’ll have the opportunity to participate in interactive demos.

2. One-of-a-Kind Networking

In addition to hearing best practices and soaking up insights from session and keynote speakers, some of the best information you’ll gather at the Modern Service Experience will come from your peers. Customer service leaders from some of the world’s top brands are attending the Modern Service Experience. The conference provides many opportunities to network with peers, as well as with Oracle product experts, sales, executives, and partners.

Before you head to Las Vegas, see who else is attending and start broadening your network through social media. Use the hashtag #ServiceX16, and join the conversation.

3. Thought Leaders & Inspiring Speakers

Attend the Modern Service Experience to hear from some of the leading minds in modern customer service. The featured speaker lineup includes:

  • Mark Hurd, CEO, Oracle
  • Jean-Claude Porretti, Customer Care Worldwide Manager, Peugeot Citroën
  • Scott McBain, Manager, Application Development, Overhead Door Corporation
  • Sara Knetzger, Applications Administrator, Corporate Applications, WageWorks
  • Ian Jacobs, Senior Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Kate Leggett, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Ray Wang, Principal Analyst, Founder, and Chairman, Constellation Research, Inc.
  • Denis Pombriant, founder, managing principal, Beagle Research

4. More Opportunities for Increasing Your Knowledge

First, take advantage of our pre-conference workshops. You’ll probably have to roll the dice to decide which of the three you’ll attend: Get Prepared for the Knowledge-Centered Support (KCS) Practices v5 Certification, Head off to the Races with Agent Desktop Automation, and Step off the Beaten Path with Oracle Service Cloud Reporting.

Next, schedule time with an Oracle Service Cloud mastermind and get answers to your burning questions as part of the Ask the Experts program (sponsored by Oracle Gold Partner Helix).

Last, connect with your peers during lunch and participate in our birds of a feather program around popular topics.

5. Celebrate with Your Fellow Customers

To show our appreciation for our customers, we’re hosting a night of food, drinks, and amazing entertainment. Goo Goo Dolls will play a private concert for attendees at the MGM Grand Arena on Wednesday evening. The Oracle Customer Appreciation Event rarely disappoints—don’t miss it. 

Finally, at 1 p.m. on Thursday April 26, during our annual awards ceremony, we’ll recognize leading organizations and individuals in the customer service space, highlighting their impressive stories about innovation and differentiation. Guaranteed, you’ll leave motivated and energized.

What did last year’s customers have to say?

"Oracle Modern Service Experience 2015 was a top-notch event that provided me with the opportunity to learn about new Oracle Service Cloud capabilities and connected me with federal and private sector peers who have since influenced my direction as the Air Force Reserve's Chief Digital Officer, enabling me to drive the organization to a new level of innovation and efficiency this past year." – Lt Col Michael Ortiz, HQ Air Reserve Personnel Center

"The Modern Service Experience is a must for customers looking to maximize their effectiveness with Oracle Service Cloud." – Michael Morris,

See you in Las Vegas!

Oracle's Modern Finance Experience Blows into Chicago This Week

Thu, 2016-04-07 12:17

An all-star cast will be speaking at the  in Modern Finance Experience in Chicago this week (April 6-7), including journalist and best-selling author Michael Lewis and Oracle CEOs Safra Catz and Mark Hurd. The theme of the conference is Creating Value in the Digital Age.

In this OracleVoice article leading up to the event, Oracle VP Karen dela Torre explains why 10- or 20-year-old systems are ill suited for the digital economy. She then lists 15 reasons why now is the time for finance to move to the cloud. Here are just a few:

  • New business models require new capabilities (i.e. KPIs, data models, sentiment analysis)
  • Subscription billing and revenue recognition standards require new functionality
  • Rapid growth requires systems that can quickly scale
  • Consolidation, standardization, and rationalization is easier on the cloud

Even to risk-averse finance executives, the call for change will be hard to ignore.

Oracle writer Margaret Harrist also writes about the digital age in a Forbes article that focuses on the not-so-well-known role of finance in the customer experience. Matt Stirrup, Oracle VP of Finance, states that leading finance organizations are looking at the business from the customer’s perspective and recommending changes to the business model or performance measures. Finance may just be the secret sauce to winning in the digital economy.

Why Now is the Time for the Oracle SCM Cloud

Tue, 2016-03-29 16:03

A Guest Post by SVP Rick Jewell, Oracle Applications Development (pictured left)

Cloud is the solution of choice in CRM, HCM, and most recently, ERP. But what about supply chain? We know that more than 80 percent of all companies either are using, or plan to use, cloud applications for SCM―that percentage is even higher for supply chain leaders. And those percentage shares increase with every market survey.

We also know that innumerable positive cloud experiences have primed the pump for a broad-based transition of SCM to cloud. Those experiences have come from other functional areas, as well as from SCM cloud-leading areas such as Transportation Management.

But what has been missing is the lack of new, enterprise-class solutions for SCM, built for the cloud. Now all that has changed with Release 11―and our timing could not be better.

Broader, Better, Faster

Yet is it sufficient to take the same SCM solutions that were designed and developed decades ago, for a world that no longer exists, and just deploy them in the cloud? A lot of our competitors seem to think so, but we did not. Here’s why.

Modern supply chains have transformed dramatically, and continue to transform as the nature of markets, of products and services, and of trading party interactions constantly evolves. The rigidity, complexities, and integration challenges of a typical legacy SCM deployment make them a business inhibitor, not a business enabler.

To address these challenges we chose the hard road. That road included an all-new set of SCM capabilities, built from the ground up with architectural flexibility, a rich yet easy to use user experience, multi-enterprise support, and broad, cross-functional business flows. We built supply chain solutions for 21st century supply chains―all designed for and delivered in the cloud. And that value proposition only gets better when you consider all of the other leading cloud solutions from Oracle.

Transition to SCM Cloud

We also offer flexible paths to Oracle SCM Cloud. Every business has its own combination of business pressures and ability to adopt change; therefore, we designed the Oracle SCM Cloud to provide multiple ways to transition to the cloud. We encourage all of our customers and prospects to engage with Oracle to develop their own roadmaps―whether it’s innovation at the edge, shared-service deployment of a business function, wholesale replacement of a division, or incremental enterprise deployment. The options are there, supported by integrations and by implementation expertise.

For more information, go to

7 Bonus Blog Posts to Usher in Oracle HCM World

Tue, 2016-03-29 15:44
There will be legions of HCM professionals descending on Chicago, IL, next week for Oracle HCM World. They will come to hear from industry influencers, share best practices, and learn how to modernize their business practices. Transformation and digital disruption will be hot topics.

Here are seven articles published in the last few weeks to promote the content at the conference. They are meaty in and of themselves, so scan the titles and dig in.

Why Your People Are Leaving and Your Recruiters Are Busy: Research shows that people are leaving their jobs, not for more money, but for the opportunity to grow and advance. Therefore, it’s time to energize the activities around learning and development. This article, by Oracle’s Sunita Khatri, is a precursor to similar content in the How to Grow Your People track at the conference.

Are You Following These 3 Laws of Attraction to Get the People You Want?: Matt Charney of Recruiting Daily states that despite all the new and emerging techniques to find potential employees, businsses still struggle to maximize their acquisition efforts. As a forerunner to his session in the Finding People track at HCM World, he writes about three laws of attraction to find the right people.

HR Analytics Pitfalls to Avoid: There are so many advantages of business intelligence and data-based decision-making, but tapping into the right data sources and reporting that intelligence back to key decision-makers can pose challenges. This article is written by Oracle’s Lauren McKay. There is an entire track dedicated to workforce analytics at the conference.

No More Silos: How HR Can Take Its Seat at the Table: Matt Charney, executive director of Recruiting Daily, believes HR has a big branding problem. He suggests that HR professionals approach their processes, policies, and platforms with a marketing mentality to boost their department’s brand and become a business partner for the business. Charney will present a session entitled “Marketing for HR” at the conference.

From Hindrance to Hero: How HR Can Reclaim Its Rightful Role: Peter Cappelli is the Management professor at the Wharton School and keynote speaker at Oracle HCM World. In this article, Cappelli offers five actions that HR professionals can take to sustain their role as strategic partner.

3 Trends That May Change the Way You Pay and Reward People: In this article, Oracle’s Chad Atwell offers one recommendation—stay flexible—to those managing total rewards in an organization. There will be a Paying People in 2016 and Beyond track at the conference. Atwell will present with customers Ansell and Compass Minerals on how to best implement and utilize compensation technology.

How to Approach Your HR Transformation: Stacey Harris, Vice President of Research and Analytics for Sierra-Cedar, starts the conversation about choosing one of many paths for a successful HR transformation based on a company’s specific needs. Harris is a speaker at the conference.