Linda Fishman Hoyle
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
- Field Service Management
- Oracle Policy Management
- 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, Match.com
See you in Las Vegas!
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.
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 cloud.oracle.com/scm.
Join us for an Oracle HCM Cloud Customer Forum call on Wednesday, April 20, 2016. Ed Saras, Sr. Vice President Total Rewards & HR Operations from Eastern Bank, will talk about Eastern's journey to the cloud.
The company had disparate HR system solutions that were impacting its ability to fully understand its talent base, which made it difficult to effectively develop and grow the workforce. Reporting and analysis capability was limited, HR processes were cumbersome, and employees and managers had limited visibility to on-line information. Eastern needed to make improvements to eliminate paper processes, replace its ADP payroll application as the system of record, and consolidate other bolt on benefits, compensation, performance, and recruiting modules.
Register now to attend the live Forum on Wednesday, April 20, 2016, at 9:00 a.m. PT and learn more about Eastern Bank’s experience with Oracle HCM Cloud.
A Guest Post by Michael Richter (pictured left), Oracle Product Management
Spring is in the air, which means a few things—jacket weather, Spring cleaning, and conference season. While you are contemplating the conferences you’ll attend, we encourage you to consider an event that will tidy up your sales strategies for the year to come: The Modern Sales Experience. Here are five reasons to attend the Modern Sales Experience in Las Vegas, April 26 – 28, 2016.
1. Sales Thought Leadership and Inspiring Speakers
The Modern Sales Experience features more than 25 sessions led by world-class industry analysts, successful global companies and Oracle thought leaders. Take a look at the conference program to search for an area of interest.
The conference is full of leading minds in digital and business. The Conference Keynote will be delivered by Siva Sundaresan, Group VP of Oracle Sales Applications on Tuesday at 3 p.m. in the MGM Grand Conference Center. On Wednesday at 9 a.m., don’t miss the Modern Experience Keynote presented by Mark Hurd, Oracle CEO, at the MGM Garden Arena. This is followed by the Sales Keynote with Ray Wang, Chairman and Founder of Constellation Research, at 11 a.m. in the MGM Grand Conference Center.
Additional general sessions and speakers for the conference include:
“Human Factors: Unleashing the Value of Technology” by Rebecca Wettemann, Vice President of Research, Nucleus Research
“The Quest for Optimal Sales Performance” by Mark Smith, CEO & EVP of Research, Ventana Research
“Revolutionizing Partner Engagement” by Jerri Paul, Business Architect Director Federal Business, Dell, Inc. & David Claflin, IT Management, Dell, Inc.
“Masterminding Your Technology Landscape” by Rhiannon Ainge, Business Systems & Marketing Manager, Panasonic Computer Products Europe
The Future of Customer Experience and Digitalization at Siemens" by Peter Gapp, Vice President CRM IT Transformation, Siemens A.G.
“The Future of Work” by UNLV Lee Business School Student Panel, moderated by Rebecca Wettemann, Nucleus Research
2. Product Experts
There are many ways to interact with partners and Oracle product experts to gain deeper insights and more intimate live discussions. You will find a number of smaller sessions focusing on Configure, Price, and Quote (CPQ) Cloud and Sales Cloud topics. In addition to customer-led sessions, Oracle product managers will lead roadmap and other product sessions. There’s also a CPQ Tech Track for Technical Administrators.
Sales session highlights:
- Industry Solution Showcase for Sales, Scott Creighton, VP Oracle CX Cloud Industry Solutions, Oracle
- Securing Data between Cloud & On-Premises for Optimal CX Solutions: David Canellos, SVP Advanced Technology, Blue Coat Systems
CPQ session highlights:
- Opportunity to Cash: Fully Using CPQ in your Business: Jim Toporski, IT Manager & Caroline Gillis, CPQ Senior Manager, Panduit
- How OneNeck used CPQ to support is Acquisition Strategy: John Hein, Director, Solution Sales Architecture, OneNeck
- How FANUC America Simplified a Complex Product Quoting Process: Zach Heuer, GM, FANUC America
- CPQ Tech Track for Technical Administrators
Birds of a Feather: You have the opportunity to meet face to face with Oracle product experts. Choose from five topics of interest at designated tables in the breakfast and lunch areas for the Birds of a Feather program. This is located in the Solution Center (MGM Grand Marquee Ballroom).
Theater Presentations in the Solutions Center: The Solution Center is where you will find Oracle Sales Consultants and partners. Visit a demonstration kiosk or a presentation at the Sales Solutions Showcase Theater. Find a topic of interest whether it’s sales force automation, sales performance management, partner relationship management, customer data management, pre-configured industry solutions, or sales analytics. It’s all there for the taking.
Some of the most important conversations happen in hallways and some of the most valuable relationships are built face to face. Modern Sales Experience has networking breaks designed to give you the chance to network with other Oracle Sales Cloud customers and Oracle leadership. Not to mention the Customer Appreciation Event at the MGM Grand Arena, but we’ll get into that later.
3. A Unified and Seamless CX Approach
In addition to sales sessions, you are encouraged to attend cross-experience sessions. These sessions will reveal how every experience with one’s brand matters and why it’s critical to strive for a unified and seamless CX approach. Sessions will cover topics ranging from industry solutions, CX Platform, CX suites and integrations, the CX Marketplace, social CRM, CX Cloud for Midsize, and Cloud user experience.
These sessions hit on the hottest trends and challenges customer experiences professionals are facing in 2016. Highlights include a session by Social CRM influencer Paul Greenberg on “Social: the Secret Weapon for Customer Experience Success.” Also Oracle Application and User Experience GVP Jeremy Ashley will lead a session focused on “Cloud User Experience: The Way Forward.” You can take a look at the full program and start planning their schedule now.
4. The Las Vegas Experience – Networking and Entertainment―Need we say more?
Cirque du Soleil themed Dinner & Party: It’s “Fire” at the Ling Ling Club at Hakkasan Nightclub in the MGM Grand for all Sales conference attendees. We recommend preparing for an amazing experience surrounded by performing artists, music, and great food on Tuesday from 7 – 9 p.m.
5. A Customer Appreciation Event for the Books
Interested? See what attendees are already saying about Modern Sales Experience by joining the conversation on social. Use the hashtag #SalesX16.
If you are planning meetings with Oracle Partners while onsite, you can find the list of sponsors and exhibitors here. Thank you to our Silver Sponsor, Config Consultants!
A Guest Post by Amy Sorrells (pictured left), Oracle Product Management
Traditional marketing is trying to get people to notice and engage with your brand. Customer service is engaging with someone who is already invested in your brand. According to various sources, it is anywhere from five to 20 times more expensive to attract a new customer than to keep an existing one satisfied.
Today, social customer service is an absolute expectation from consumers and is playing a major role in the customer experience. The impact social service has on business is more than just resolving the issue—it’s driving brand awareness, loyalty, and business value.
Oracle Social Cloud certainly understands the importance of social service, which we underscore in our newly released paper, “Social’s Shift to Service: Why Customer Service Engagement is the New Marketing.” The paper states the business benefits of social customer service with insights from customers like Cummins Inc., General Motors, Southwest Airlines, Vodafone, Mothercare and more, as well as insights from leading analysts.
The most important takeaway: Social service is more than just resolving issues—it is driving brand reputation, loyalty and real business value:“Customer service is not just about resolving issues; it’s about inspiring customer loyalty and engagement, and uncovering new insights. The hidden opportunity here is to identify problems or defects ahead of time—find insights that allow us to take ‘customer service’ to an entirely new level—learn, engage, empower, inspire and delight.” – Flavio Mello, Cummins Inc., Digital Communications Director
“The benefit for us was not only selling the vehicle, but also getting two million views of BatDad’s test drive and his impressions of the sales experience.” – Rebecca Harris, General Motors, Head of Social Center of Expertise, on a successful social engagement with a consumer named @BatDad
Better social service leads to overall better customer service and increased profits. A recent global American Express report shows 74% of consumers have spent more due to good customer service. A recent McKinsey study stated that companies that improve their customer service can see a 30-50% improvement in key measurements including likelihood to recommend and make repeat purchases.
“For word of mouth and referrals, social is a really important way that customers use to filter down to what’s important, so social it absolutely critical to us… We can say a product is great, but if a real customer who has bought our stuff says it’s great, there’s a lot more sincerity to that.” – Claire Dormer, Mothercare, Head of Content & Community
There is enormous untapped potential around customer service engagements—powered by social listening—from uncovering new customer and industry insights to creating brand advocates.
“Social media is the world’s biggest focus group… social is opening up a new area for communication so we’re getting lots of comments and feedback from customers, which means we can very quickly feed those insights into key areas of the business… and better understand our customers and their needs.” – Richard Bassinder, YBS, Social Media Manager
Social media listening, engagements and insights are critical to most every aspect of business today. But the role customer service plays with social will increase drastically as mobile-social usage continues to soar and consumers’ expectations rise. Social’s shift to service is a sign of our times and a customer experience priority for all businesses.
Join us for another Oracle Customer Reference Forum on March 24, 2016. Fike Corporation's Jeannie Foster, Manager, Global Business Support Sales & Corporate Reporting, and Jeff Hunter, CRM Business Analyst, will discuss the evolution of the business from the inside out.
Early in the company's success, Fike deployed JD Edwards to manage its overall business. As it matured, it found a need to give its sales organization a better way to configure, price, and quote. Enter Oracle CPQ Cloud (previously BigMachines).This solution gave Fike the ability to easily configure products, price within the parameters of the company, and fulfill its incoming quotes passed to JD Edwards.
Recently, Fike deployed Oracle Sales Cloud to further collaborate with its global customers within the regions, allowing better insight into customer value and forecasting for better lead-time in its manufacturing processes.
Register now to attend the live Forum on Thursday, March 24, 2016, at 8:00 a.m. PT / 10:00 a.m. CT, and learn more about Fike’s experience with Oracle Sales Cloud and CPQ Cloud.
A Guest Post by Senior Director Louvaine Thomson (pictured left), Product Management, Oracle Cloud Applications
The previous announcement of Release 11 preview material included:
Spotlight Videos: Hosted by senior development staff, these webcast-delivered presentations highlight top level messages and product themes, and are reinforced with a product demo.
Release Content Documents (RCDs): This content includes a summary level description of each new feature and product.
We are now pleased to announce the next and final wave of readiness content. Specifically, the following content types are now available on the Release 11 Readiness page.
- What's New: Learn about what's new in the upcoming release by reviewing
expanded discussions of each new feature and product, including
capability overviews, business benefits, setup considerations, usage
tips, and more.
- Release Training: Created by product management, these self-paced,
interactive training sessions are deep dives into key new enhancements
and products. Also referred to as Transfers of Information (TOIs).
- Product Documentation: Oracle's online documentation includes detailed product guides and training tutorials to ensure your successful implementation and use of the Oracle Applications Cloud.
Access is simple: From the Cloud Site: Click on Support > Release Readiness
Join us for an Oracle HCM Cloud Customer Forum on Wednesday, March 23, 2016, to hear Larry Freed, Chief Information Officer at Overhead Door Corporation and Rebecca Stalsby, Director HRIS and Payroll. They will explain how they were looking to implement a massive HR transformation by changing their Benefits, Payroll, Core HR, Employee Self-Service, and Manager Self-Service to provide their employees with a single source solution so that their HR field staff could become more strategic.
Register now to attend the live Forum on Wednesday, March 23, 2016, at 9:00 a.m. PT and learn more about Overhead Door Corporation’s experience with Oracle HCM Cloud.
Register now to attend the live Forum on Wednesday, March 9, 2016, at 9:00 a.m. PT and learn more about Restoration Hardware’s experience with Oracle HCM Cloud.
A Guest Post by Maggie Huston, Senior Content Manager, Oracle Social Cloud (pictured left)
“When people needed customer service, they used to send a letter or pick up the phone. Now, people use social media to get the attention of the company. It’s faster and easier to do. Nobody wants to wait on hold. Nobody likes smooth jazz.” — Jay Baer, New York Times and Amazon best-selling author and CEO of Convince & Convert