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Customer Experience Professionals Embrace Innovation with Oracle

Oracle Press Releases - Wed, 2018-04-11 08:00
Press Release
Customer Experience Professionals Embrace Innovation with Oracle Oracle CX Cloud Suite empowers marketing, commerce, sales and customer service to quickly and easily tap into the latest innovations

ORACLE MODERN CUSTOMER EXPERIENCE, Chicago, IL—Apr 11, 2018

To help customer experience professionals accelerate the adoption of the latest innovations, Oracle brings together the most comprehensive selection of apps for sales, service, marketing and commerce within the Oracle Cloud Marketplace and ecosystem. Built on an open framework that connects data, apps and media, Oracle enables customer experience professionals to take advantage of innovative technologies to seamlessly extend Oracle Customer Experience (CX) Cloud Suite applications. 

“The speed of innovation can be daunting and become a major distraction for customer experience professionals,” said Des Cahill, vice president and head CX Evangelist, Oracle. “To help our customers spend more time using technology to create breakthrough experiences, and less time agonizing over how technologies are changing, we bring together trusted business applications that can support sales, service, marketing and commerce professionals.”

The Oracle Cloud Marketplace enables sales, service, marketing and commerce professionals to easily browse, evaluate and choose from hundreds of trusted business applications that are designed to meet unique business needs. This flexibility and choice empowers Oracle CX Cloud Suite customers to quickly and easily take advantage of the latest innovations in areas ranging from augmented and virtual reality to the Internet of Things and artificial intelligence to keep up with changing customer expectations. Examples of innovative customer experience applications that customer experience professionals can take advantage of to seamlessly extend Oracle Customer Experience (CX) Cloud Suite applications include:

  • Addshoppers is the leading data-driven customer recovery and acquisition platform. Using a proprietary scoring algorithm called ShopperScore along with a network of 100M+ shopper profiles across 8,000+ brands, Addshoppers enables Oracle Commerce Cloud to know where shoppers are stuck in the customer journey and activate those shoppers through multiple channels including onsite, email, and media buys.
  • Duel is a customer advocacy marketing platform that helps brands and retailers turn their customers into advocates to build emotional connection and help make every element of their marketing, advertising and commerce more effective. By integrating into the Oracle CX Cloud Suite, Duel manages and automates customer advocacy such as visual testimonials, content and visual referrals at every stage of the customer journey.
  • Glympse is a pioneer in location services that helps organizations improve customer satisfaction by eliminating the friction and anxiety of product and service delivery experiences. Glympse enhances Oracle Service Cloud by adding multiple proactive customer notifications and an interactive experience that culminates in a live map view and ETA of a representative on the way, plus immediate feedback collection. Companies alleviate the customer pain of waiting without knowing and empower the modern customer with digital self-service experiences that fit their channel preferences.
  • ITC Infotech is a specialized global full-service technology solutions provider that offers an augmented reality (AR) solution for connected service to help Oracle CX Cloud Suite customers make the shift to a service-based revenue model. ITC Infotech helps Oracle clients, across B2B and B2C industries, reimagine the service experience they deliver by transforming self-service, assisted-service and field-service interactions.
  • Kahuna uses artificial intelligence (AI) to help marketplace and e-commerce businesses drive revenue, optimize buyer and seller engagement and generate more customer demand. Kahuna enables Oracle Marketing Cloud customers to optimize their email subject lines, send timely and relevant multi-channel messages and gain deep insight into buyer and seller behavior in order to drive liquidity.
  • LookBookHQ activates passive content by always promoting the next best asset to visitors in-session, accelerating buyer education and qualification. LookBookHQ gives Oracle Eloqua customers access to rich insights about the content buyers consume and the channels that drive the highest engagement, along with Engaged Intent: a leading indicator of sales readiness and marketing performance.
  • Lionbridge allows the intent of content to be understood across multiple markets by using local language resources for translation and transcreation. Lionbridge enables Oracle Eloqua customers to translate and localize emails, landing pages and videos from their working environment.
  • Mintigo delivers intelligent customer engagement powered by predictive analytics and AI for enterprise marketing and sales. Mintigo enables Oracle Eloqua and Oracle Sales Cloud customers to extend the value of predictive marketing and sales directly into marketing and sales workflows, campaigns and lead management processes.
  • ThinkDeeply is an applied AI company that delivers enterprise visual search capabilities that empower e-commerce and customer service professionals to improve the customer experience. ThinkDeeply enables Oracle Service Cloud customers to improve the customer experience by empowering self-service customers, agents and field-service personnel to quickly identify products and locate relevant information through pictures.
  • ThingWorx is PTC’s industry-leading industrial innovation platform that is designed to rapidly deliver Industrial Internet of Things (IIoT) applications and AR experiences that unlock the value of the converged digital and physical worlds. ThingWorx enables Oracle Service Cloud customers to infuse AR technology in Oracle applications to bring robust and immersive experiences to life.
Contact Info
Simon Jones
Oracle
+1.415.202.4574
s.jones@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Simon Jones

  • +1.415.202.4574

Oracle Honors the Best of the Best Customer Experience Heroes

Oracle Press Releases - Wed, 2018-04-11 08:00
Press Release
Oracle Honors the Best of the Best Customer Experience Heroes Awards recognize legendary experiences delivered by marketing, commerce, sales and customer service heroes

ORACLE MODERN CUSTOMER EXPERIENCE, Chicago, IL—Apr 11, 2018

To celebrate the legendary efforts of the people and organizations that push the boundaries of innovation to create closer connections with their customers, Oracle today announced the winners of its customer experience awards, including the coveted Markies awards which have recognized innovation and excellence in modern marketing for more than a decade.

The awards cover 36 categories and recognize innovation and excellence across the entire customer lifecycle from marketing and commerce to sales and customer service. This year’s winners include Leviton Manufacturing Company, Lane Bryant, National Family Allowance Fund (CNAF), Old Dominion Freight Line, Pier 1 Imports and ScriptPro. A full list of the Markies award winners are listed below.

“New technologies, shifting behavioral norms and evolving regulations continue to change the game and make it harder than ever before to keep up with customer expectations,” said Catherine Blackmore, group vice president SaaS customer success, Oracle. “That’s why it’s so important to recognize and celebrate the heroes that are leading this change by delivering superior customer experiences with technology, expertise and creativity. The results achieved are amazing and I want to congratulate all of this year’s winners.”

Winners of the 2018 Markies awards are:

  • Account Based Marketing Team of the Year: Cisco
  • Best B2B Commerce Experience: Calix
  • Best B2C Commerce Experience: Moleskine
  • Best Digital Marketing Ecosystem: Jetstar
  • Best Email Marketing Campaign: Olav Thon Gruppen
  • Best Emerging Company Marketing Campaign: Mist Systems
  • Best Integrated Mobile Experience: Vermont Country Store
  • Best International Campaign: Morningstar
  • Best Lead Management Program: Covance Inc.
  • Best Omni-Channel Marketing Program: Lojas Renner
  • Best Overall Customer Experience: Schibsted Media
  • Best Social Campaign: Texas Instruments
  • Best Testing and Optimization: Signet Jewelers
  • Best Use of Data: Samsung Business America
  • Best Use of Insights and ROI: Cisco
  • Modern Marketing Leader of the Year: Pirelli - David Alemani
  • Most Creative Marketing Campaign: Eaton
  • Rapid Transformation: Pirelli
  • People’s Choice - Best Video: DX Marketing
  • People’s Choice - Best Video: Samsung Electronics France
  • People’s Choice - Best Video: Hilton
  • People’s Choice - Best Video: BMW New Zealand
  • People’s Choice - Best Video: PETStock
 

The 2018 Markies awards were presented on Tuesday, April 10th, during Modern Customer Experience 2018 in Chicago, Illinois.

Contact Info
Simon Jones
Oracle
+1.415.202.4574
s.jones@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Simon Jones

  • +1.415.202.4574

Oracle Financial Services Global Survey Reveals Consumer Expectations for Digital Banking

Oracle Press Releases - Wed, 2018-04-11 07:30
Press Release
Oracle Financial Services Global Survey Reveals Consumer Expectations for Digital Banking 67 percent of consumers surveyed have made the switch to digital; increasingly open to non- bank options

Oracle Industry Connect—New York, NY.—Apr 11, 2018

Today Oracle announced the results of a new global study that delves into consumer’s sentiment, behavior and expectations around banking. Findings from The New Digital Demand in Retail Banking report shows that banking today needs to be better integrated into customers’ digital lifestyle, providing service that is instant, integrated with social platforms, and most importantly, driven by data.

To better understand the expectations and preferences of today’s customers, Oracle surveyed 5,200 respondents from 13 countries around the globe. The survey delved into four key customer banking stages with respect to digital: opening a bank account, payments and transfers, personal loans and mortgages, and personal finance management and investment services.

“Consumers have already made the switch to digital banking for its ease and convenience,” said Sonny Singh, senior vice president and general manager of Oracle's Financial Services Global Business Unit. “While customers are generally satisfied with basic banking services, their satisfaction drops when attempting more complex transactions such as securing a loan. Banks today must provide a more seamless customer experience or run the risk of losing out to non-banking alternatives.”

The Digital Switch is Complete

The vast majority of consumers have moved from the traditional ways of banking, such as visiting physical branches, to primarily banking online, and are increasingly open to trying new digital platforms.

  • 81 percent of consumers are using digital channels to engage with their bank

  • 69 percent of respondents want their entire financial lifecycle on digital channels

  • Across all four banking stages, customers listed best rates or returns and experience as the most important considerations in today’s financial decisions

  • Consumers from India, China, Indonesia and Brazil ranked as the most open to trying new digital platforms, while the U.S. fell in middle of the pack at seventh. This look at “digital openness” suggests that banks operating in mature developed economies must capitalize on the digital banking lifestyle to win over customers

Mind the Gap: Fintechs make in-roads on traditional banks’ business

Trust, best rates or returns and experience are the top three most important factors for choosing a service provider. However, when consumers go into the banking lifecycle, the quality of rates and experience triumphs trust. The digital prowess of new non-bank options makes them an attractive alternative to traditional banks. As a result, banks are seeing an erosion in their core business.

  • One-third of customers are looking for alternatives for personal loans and mortgages because of the unsatisfactory experience

  • More than 40 percent of customers think non-banks assist them best in their personal finance management and investment needs, indicating dissatisfaction with traditional banks in this area

  • 66 percent of customers say that experience is a major factor when choosing payment and transfer services, meaning consumer banks cannot afford to rest in this area

  • While customers between 20 and 52 prefer opening a bank account through digital channels, young consumers between 16-19 years old still prefer non-digital channels like physical branches, likely due to lack of experience, reminding banks of the importance of face-to-face assistance

Don’t Expect Brand Loyalty

With customers perceiving fintechs and non-bank options favorably, attachment to traditional banks is decreasing. To retain their current customer base, banks need to deliver value, consistency in services and a higher standard of experience that meets the expectations of today’s customers.

  • 30 percent of those who have not tried a non-bank product or platform before say they are open to trying them

  • Banks are highly trusted (65%) as a financial partner but are lacking in the other considerations, such as best rates or returns and benefits, which non-banks are highly associated with

  • Cryptocurrencies topped the list when people were asked what non-bank alternative they have not used but are most keen to try, followed by independent online personal finance and/or wealth management apps, and independent digital-only fintech banks

The future of banking is clear. Today’s banking customers have come to expect the omnichannel experience—service where and when they want it no matter what the platform is. The winners and losers will come down to those who embrace and accelerate change to serve their customers.

Contact Info
Judi Palmer
Oracle
+1-650-607-6598
judi.palmer@oracle.com
Brian Pitts
Hill+Knowlton Strategies
+1 312 475 5921
brian.pitts@hkstrategies.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Judi Palmer

  • +1-650-607-6598

Brian Pitts

  • +1 312 475 5921

“The Loyalty Divide - Operator and Consumer Perspectives, Hotels 2018” Reveals Operators Are Struggling to Find Relevance Among Younger Guests that Demand More Personalized Incentives and Experiences

Oracle Press Releases - Wed, 2018-04-11 07:00
Press Release
“The Loyalty Divide - Operator and Consumer Perspectives, Hotels 2018” Reveals Operators Are Struggling to Find Relevance Among Younger Guests that Demand More Personalized Incentives and Experiences Oracle Hospitality Report Highlights Four Guest Archetypes and the Opportunity to Capture the Trust of Emerging Generations through Deeper Interactions and Social Influencers

Oracle Industry Connect—New York, NY.—Apr 11, 2018

Oracle today announced the findings of a global study titled “The Loyalty Divide, Operator and Consumer Perspectives, Hotels 2018” auditing consumer perceptions and hospitality brand realities of loyalty programs and influences. “The Loyalty Divide” reveals that hotel operators believe they offer personalized and relevant rewards while consumers disagree and look to social influencers for aspirational recommendations that drive their travel experience.

“Oracle Hospitality envisions a future where loyal guests are rewarded for their behaviors as we evolve beyond a transaction-based redemption model,” said Mike Webster, senior vice president and general manager, Oracle Hospitality. “Hotel brands and operators need to deliver unique and personalized connections that improve revenue capture and help engage guests in the discovery of new properties and travel destinations.”

Hotels believe that guests would openly sign up to every loyalty program (61 percent) compared to the reality that consumers are much more selective and look for programs with real relevance: 30 percent rarely join loyalty programs, 46 percent only sign up to select relevant programs and 24 percent sign up to every loyalty program. The divide between brand offerings and consumer perception is more apparent when evaluating relevance with 54 percent of hotels believing their offers are mostly relevant while only 22 percent of guests believe those offers are mostly relevant and 39 percent feel those offers are rarely relevant. Alarmingly hotel brands do not currently engage influencers (62 percent) or brand ambassadors (71 percent) despite consumers clearly indicating they are more likely to trust recommendations by YouTubers (43 percent) and influencers (37 percent).

The study was conducted in February 2018 among 13,000 consumers and 500 businesses across retail, hotels and restaurants in 9 countries across North America, Europe, Latin America and Asia-Pacific: Australia, Brazil, China, France, Germany, India, Mexico, UK, and USA.

Navigating the New Loyalty Paradigm

The Future of Loyalty

Although there is a clear disconnect between hotel brands and guests on the relevancy and efficacy of loyalty programs, properties should remain optimistic with younger demographics noting the highest propensity to join loyalty programs and say their loyalty is growing.

  • 38 percent of millennials (25-34) and 32 percent of pre-millennials (18 to 24) note they are more loyal to hotel brands than before
  • 29 percent of millennials plan to sign up to every loyalty program while baby boomers (55+) are more discerning with 40 percent of respondents noting they will only sign up to select, relevant programs
  • 40 percent of hotel operators will only take into account activity measures of loyalty (customer surveys, loyalty card data, transaction data, etc.)

The Rise of Social Advocacy

Social media and online review sites continue to have a growing influence on guest choice as their digital peers highlight unique and memorable experiences.

  • 57 percent of guests are likely to research brands on social media before buying
  • 56 percent are likely to share photos of hotel experiences on social media
  • 48 percent are likely to feature the hotel on social media in exchange for a reward
  • 46 percent are likely to link social media activity to a rewards program with automatic rewards for posts
  • 43 percent of guests agree that YouTube reviews are more trustworthy than branded advertising or communications
  • 37 percent of consumers agree that hotels used and recommended by social media influencers are more trustworthy than those recommended by celebrities

Personalization: Connected and Immediate

For hotel guests, personalization is fundamentally about being recognized by hotel staff with relevant connections to amenities and experiences combined with convenience.

  • Connected

    • 69 percent of guests note personalized offers based on stated preferences as appealing
    • 65 percent of guests note a more personal service from staff is appealing
    • 65 percent of guests note personalized offers based on purchase history are appealing
  • Immediate

    • 78 percent of guests note immediate benefits are more appealing than accumulating points
    • 75 percent of guests note a single loyalty program that can be used at a range of brands is appealing
    • 73 percent of guests note a loyalty program with frequent rewards that are not dependent on earning points is appealing

The Role of Technology

Technology can enable connection and convenience for hotel guests by providing solutions that enable exceptional customer service through tools that are familiar and make experiences easier and quicker.

  • 90 percent of guests note being able to accept or reject offers so that the hotel loyalty program can learn what products and offers are of most interest as appealing
  • 90 percent of guests note a personalized experience from hotel staff that understand unique preferences and can show guests relevant excursions, recommendations and offers as appealing
  • 88 percent of guests note that a mobile app that supports check-in, checkout and provides relevant and personalized information about the hotel as appealing
  • 87 percent of guests note the ability to explore hotel rooms through Virtual Reality before deciding on which hotel to stay in or which room to choose as part of the booking process as appealing

Four Loyalty Archetypes To Anticipate

The Hotels 2018: The Loyalty Divide uncovered four archetypes of guest behavior including: The Broadcaster who may flit between brands but shouts about their experiences good or bad; The Enthusiast, an engaged hotel brand follower who is loyal but not loud; The Lazy Loyal, typically unengaged but tends to be loyal to hotels because it’s easy to be; and, The Seeker who likes to shop around for the best value and holds little affinity to brands.

The Broadcaster

  • 33 percent of guests will recommend to others the hotels they are most loyal to
  • 1 in 3 (38 percent) will rave about a great hotel experience online
  • 14 percent of guests are driven to build a high status on social media and review sites
  • 38 percent would submit a product review through YouTube in exchange for an offer/reward

The Enthusiast

  • 38 percent of consumers are most loyal to brands that they have a high opinion of
  • 19 percent will follow their favorite brands on social media
  • 65 percent say excellent facilities and 51 percent say exceptional service are most important to them
  • 41 percent say it’s important that they can engage with new and exciting features in hotels they are loyal to

The Lazy Loyal

  • 63 percent say ‘desirable location’ is most important to them
  • 1 in 3 (33 percent) will typically stick to the brands they like rather than shop around
  • 1 in 6 (15 percent) are unlikely to read reviews before going to stay at a hotel
  • 86 percent think it would be appealing for staff to have access to a mobile device or tablet so they can offer services from anywhere

The Seeker

  • 66 percent choose a hotel because of competitive price/promotion
  • 55 percent would exchange personal details in exchange for a personalized offer or promotion
  • 59 percent of guests would always ‘shop around’ for different hotels to stay at
  • Almost 1 in 3 (30 percent) would rarely sign up to hotel loyalty programs
Contact Info
Matt Torres
Oracle
4155951584
matt.torres@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com

About Oracle Hospitality

Oracle Hospitality brings 35 years of experience in providing technology solutions to food and beverage operators and hoteliers. We provide hardware, software, and services that allow our customers to deliver exceptional guest experiences while maximizing profitability. Our solutions include integrated point-of-sale, loyalty, reporting and analytics, inventory and labor management, all delivered from the cloud to lower IT cost and maximize business agility.

For more information about Oracle Hospitality, please visit www.Oracle.com/Hospitality

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Matt Torres

  • 4155951584

Oracle Utilities Establishes Strategic Relationship with American Electric Power (AEP)

Oracle Press Releases - Wed, 2018-04-11 07:00
Press Release
Oracle Utilities Establishes Strategic Relationship with American Electric Power (AEP) Oracle Utilities Applications and Oracle Cloud Solutions to Help Fuel Strategic Business Transformation and Performance Excellence

Oracle Industry Connect, New York, NY—Apr 11, 2018

Oracle Utilities today announced that they have established a strategic relationship with American Electric Power (AEP) in support of AEP’s strategy to improve service to customers and enhance operational efficiency. 

The strategic agreement provides AEP with complete access to Oracle Utilities’ applications and Oracle enterprise applications to support their business and technology transformation. Oracle is providing AEP with leading-edge technologies to help them meet their customer experience and performance goals. The collaboration will allow AEP to improve operations through the consistent use of applications and business processes across the enterprise. Oracle’s integrated technology also provides utilities with the flexibility and scalability required to decrease total cost of ownership over time.

“We are thrilled to be an integral part of AEP’s strategic transformation by providing next generation utility-specific solutions and cloud business applications. We embrace our role as trusted advisor and look forward to providing AEP with the innovation that will help them achieve their vision,” said Rodger Smith, Oracle Utilities general manager and senior vice president.

Contact Info
Valerie Beaudett
Oracle
+1 650.400.7833
valerie.beaudett@oracle.com
Phebe Shi
Burson Marsteller
+1415.216.3067
phebe.shi@bm.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Valerie Beaudett

  • +1 650.400.7833

Phebe Shi

  • +1415.216.3067

“The Loyalty Divide – Operator and Consumer Perspectives, Restaurant 2018” Reveals Operator Misconceptions of Consumer Loyalty Are Preventing Relevant Engagement

Oracle Press Releases - Wed, 2018-04-11 07:00
Press Release
“The Loyalty Divide – Operator and Consumer Perspectives, Restaurant 2018” Reveals Operator Misconceptions of Consumer Loyalty Are Preventing Relevant Engagement Oracle Hospitality Report Highlights Four Guest Archetypes and the Opportunity to Capture the Trust of Emerging Generations through Deeper Interactions and Social Influencers

Oracle Industry Connect—New York, NY.—Apr 11, 2018

Oracle today announced the findings of a global study titled “The Loyalty Divide – Operator and Consumer Perspectives, Restaurant 2018” auditing consumer perceptions and hospitality brand realities of loyalty programs and influences. “The Loyalty Divide” reveals that restaurant operators have a critical disconnect with consumer expectations on loyalty engagement and incentives while failing to recognize the importance of social influencers.

“Hospitality is an industry that celebrates personal interactions and a rich knowledge of guest behaviors,” said Mike Webster, senior vice president and general manager, Oracle Hospitality. “World class operators are now leveraging adaptive intelligence to deliver unique connections based on guest preferences as they move beyond simple loyalty and discount schemes.  The result is greater engagement and social advocacy for new dining connections.”

Restaurant operators believe that guests would openly sign up to every loyalty program (50 percent) compare to the reality that consumers are much more selective and look for programs with real relevance: 49 percent only sign up to select relevant programs, 27 percent sign up to every loyalty program and 23 percent rarely join loyalty programs. The divide between restaurant offerings and consumer perception is more apparent when evaluating loyalty relevance with 47 percent of restaurant operators believing their offers are mostly relevant while only 27 percent of guests believe those offers are mostly relevant and another 27 percent say offers are rarely relevant. Restaurant operators view loyalty as a restaurant and customer only relationship with 63 percent of restaurants noting that they do not collaborate with influencers despite 40 percent of consumers agreeing that they are more likely to trust recommendations by YouTubers.

The study was conducted in February 2018 among 13,000 consumers and 500 businesses across retail, hotels and restaurants in 9 countries across North America, Europe, Latin America and Asia-Pacific: Australia, Brazil, China, France, Germany, India, Mexico, UK, and USA.

Navigating the New Loyalty Paradigm

The Future of Loyalty

Restaurant owners and operators have reason to be optimistic on the future of loyalty with millennials in particular having a higher propensity to loyalty programs and say their loyalty is growing.

  • 44 percent of millennials (25-34) and 44 percent of pre-millennials (18 to 24) note they are more loyal to restaurant brands than before
  • 30 percent of millennials plan to sign up to every loyalty program while baby boomers (55+) are more discerning with 48 percent of respondents noting they will only sign up to select, relevant programs

The Rise of Social Advocacy

A large segment of restaurant customers think it’s essential for restaurants to have a presence on social media and will trust influencers over and above traditional advertising.

  • 51 percent of guests are likely to research brands on social media before buying
  • 48 percent are likely to share photos of restaurant experiences on social media
  • 39 percent are likely to follow influencers that post about favorite restaurant brands
  • 50 percent agree that it is essential for restaurant brands today to have an active presence on social media
  • 40 percent agree that YouTube reviews are more trustworthy than branded advertising or communications
  • 38 percent of consumers agree that restaurants dined at and recommended by social media influencers are more trustworthy than those recommended by celebrities

Personalization: Connected and Immediate

For loyalty programs to remain relevant, restaurants need to aim for a level of personalization that feels niche, not mass.  

  • Connected

    • 68 percent of guests note personalized offers based on their stated preferences is appealing
    • 67 percent of guests note personalized offers based on purchase history is appealing
    • 62 percent note a more personal service from staff is appealing
  • Immediate

    • 76 percent of guests note immediate benefits are more appealing than accumulating points
    • 73 percent of guests note a single loyalty program that can be used at a range of brands is appealing
    • 72 percent of guests note an effortless loyalty program with automatic offers is appealing

The Role of Technology

For restaurants, technology plays a key role in driving connection and convenience and consumers are open to innovation that supports dining experiences as long as they’re not invasive.

  • 88 percent of guests note being able to accept or reject offers so that the restaurant/café loyalty program can learn what types of food/drink are most relevant as appealing
  • 88 percent of guests note redeeming loyalty points on new food recommendations (items never tried before) based on purchase history as appealing
  • 84 percent of guests note the ability to order food and view nutritional information on a mobile device or tablet at the restaurant/café as appealing
  • 83 percent of guests note being able to order food and drink and pay the bill through the mobile app as appealing

Four Loyalty Archetypes to Anticipate

Restaurants 2018: The Loyalty Divide uncovered four archetypes of guest behavior including: The Broadcaster who may flit between small restaurants or larger chains but shouts about their experiences good or bad; The Enthusiast, an engaged diner who may have a personal relationship with a location; The Lazy Loyal, typically unengaged and looking for a utilitarian meal; and, The Seeker who likes to shop around for the best value at an aspirational restaurant for a celebratory meal.

The Broadcaster

  • 52 percent of guests will recommend to others the restaurants they are most loyal to
  • 34 percent will rave about a great experience online
  • 15 percent of customers are driven to build a high status on social media and review sites
  • 41 percent would submit a product review through YouTube in exchange for an offer/reward

The Enthusiast

  • 38 percent of customers are most loyal to brands that they have a high opinion of
  • 24 percent will follow their favorite brands on social media
  • 71 percent say quality and 65 percent say an enjoyable dining experience are most important to them
  • 50 percent say it’s important that they can engage with new and exciting menu items from restaurants they are loyal to

The Lazy Loyal

  • 59 percent say convenient locations are most important to them
  • 36 percent will typically stick to the brands they like rather than shop around
  • 22 percent of consumers are unlikely to read reviews before going out to eat at a restaurant
  • 72 percent think an effortless loyalty program where points are automatically redeemed is appealing

The Seeker

  • 59 percent choose a restaurant because of a competitive price/promotion
  • 58 percent would exchange personal details in exchange for a personalized offer or promotion
  • 58 percent of customers would always ‘shop around’ for different restaurants to eat at
  • 23 percent would rarely sign up to restaurant loyalty programs
Contact Info
Matt Torres
Oracle
4155951584
matt.torres@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com

About Oracle Hospitality

Oracle Hospitality brings 35 years of experience in providing technology solutions to food and beverage operators and hoteliers. We provide hardware, software, and services that allow our customers to deliver exceptional guest experiences while maximizing profitability. Our solutions include integrated point-of-sale, loyalty, reporting and analytics, inventory and labor management, all delivered from the cloud to lower IT cost and maximize business agility.

For more information about Oracle Hospitality, please visit www.Oracle.com/Hospitality

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Matt Torres

  • 4155951584

Oracle Communications Helps Evolve IP Expand Services

Oracle Press Releases - Wed, 2018-04-11 07:00
Press Release
Oracle Communications Helps Evolve IP Expand Services The innovative cloud strategy company has deployed Oracle Communications Session Border Controller to create a true cloud-based contact center solution, and to offer new-SaaS-based business telephony services to customers

ORACLE INDUSTRY CONNECT, New York—Apr 11, 2018

Evolve IP, an innovative cloud strategy company, is using Oracle Communications to modernize its European network infrastructure and deliver new services to customers. Evolve IP has deployed Oracle Communications Session Border Controller (SBC) to enable secure IP-based access for their hosted contact center software, and for several other services including SIP trunking, hosted business telephony, CRM integration, and fixed-mobile integration. With Oracle Communications SBC, the company can create a true cloud-based, NFV-enabled networking infrastructure, helping it to rapidly expand its service footprint across the Netherlands and other EU countries.

“At Evolve IP, we are committed to evolving our network, positioning ourselves to support the anticipated traffic growth and value-added services our customers will require in the future. It is clear to us that moving to the cloud will be critical in meeting these goals. We see Oracle as an expert in cloud, virtualization, IT, and telecommunications and have found that its Oracle Communications SBC offers unique strengths in all of these areas,” said Michiel van Dis, managing director, Evolve IP Europe.

After a careful selection process and proof-of-concept testing, Evolve IP was able to deploy Oracle Communications SBC in its production network within a matter of days.

“As today’s operators adopt cloud technologies to evolve their networks in support of an ever-increasing traffic load, and as they rapidly deploy new services, Oracle Communications SBC will be a valuable addition,” said David Snow, principal analyst, Global Telecom Technology & Software, Global Data. “Operators keen on quickly transforming their networks to broaden their service footprint are looking to fully cloud-based, NFV-enabled networking infrastructure to fulfill their goals.” 

Oracle Communications SBC is an industry-leading session border controller, offering strong security, high availability, and interoperability for enterprise VoIP and unified communications (UC) networks. The virtualized edition ensures enterprises, such as Evolve IP, can easily migrate across a range of cloud deployment models, enabling trusted, real-time communications and the highest level of service to customers.  

“Today’s progressive operators recognize the benefits of virtualization and have made adopting cloud technologies the cornerstones of their network evolutions,” said Doug Suriano, senior vice president and general manager, Oracle Communications. “With Oracle Communications SBC, Evolve IP has the network foundation it needs to provide its users with highly reliable voice, video and unified communications services while mitigating security threats and solving interoperability issues as they progress toward the future.”

Oracle Communications SBC is part of Oracle Communications integrated communications and cloud solutions for Service Providers and Enterprises. With these offerings, customers can accelerate their digital transformation journey in a communications-driven world from network evolution to digital business to customer experience.

To learn more about Oracle Communications industry solutions, visit: Oracle Communications, LinkedIn, or join the conversation at Twitter @OracleComms.

To see these solutions in action, join Oracle Industry Connect, April 10-11, 2018 in New York. Register at: http://bit.ly/2IboAtg

Contact Info
Katie Barron
Oracle
+1.202.904.1138
katie.barron@oracle.com
Kristin Reeves
Blanc & Otus
+1.415.856.5145
kristin.reeves@blancandotus.com
About Oracle Communications

Oracle Communications provides integrated communications and cloud solutions for Service Providers and Enterprises to accelerate their digital transformation journey in a communications-driven world from network evolution to digital business to customer experience. www.oracle.com/communications

About Oracle

The Oracle Cloud delivers hundreds of SaaS applications and enterprise-class PaaS and IaaS services to customers in more than 195 countries while processing 55 billion transactions a day. For more information about Oracle (NYSE:ORCL), please visit us at http://cloud.oracle.com.

About Evolve IP

One of the world’s fastest growing cloud strategy companies, Evolve IP provides best-of-breed cloud solutions to more than 1,500 enterprises across the globe and to more than 350,000 users. Many of the world’s most recognizable brands rely on the company for tailored strategies to migrate multiple integrated solutions onto a single, unified platform including: disaster recoverycontact center/call centerIP phone systems / unified communicationsvirtual desktopsIaaS, and more. For more information about Evolve IP, please visit us at http://evolveip.net.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Katie Barron

  • +1.202.904.1138

Kristin Reeves

  • +1.415.856.5145

Answer: Anything Wrong With Query Performance? (Red Right Hand)

Richard Foote - Wed, 2018-04-11 03:12
I of course attract a highly clever readership :). As some have commented, for a single table to require 1000+ consistent gets to retrieve 1000 rows implies that each row needs to be accessed from a different block. This in turn implies the Clustering Factor for this index to be relatively bad and the associated […]
Categories: DBA Blogs

How to return multiple columns in case statement

Tom Kyte - Tue, 2018-04-10 19:06
I have query like: <code>select case when 1 in (1,2,3) then (select 'abc' as "name 1",'xyz' as "name 2" from dual) else 'pqr' end from dual; </code> How can I return two columns if a condition is satisfied in case?
Categories: DBA Blogs

Exchange Partition and Nested Tables causing ORA-14132: table cannot be used in EXCHANGE

Tom Kyte - Tue, 2018-04-10 19:06
Hi, I am using EXCHANGE PARTITION command on my database, so the live table has the least unavailable time. I have a partitioned table, with approximately 20 columns; 5 of them are nested tables. I also have a non-partitioned table which has e...
Categories: DBA Blogs

insert in blob with dblink

Tom Kyte - Tue, 2018-04-10 19:06
Tom, Thanks for your time. I have two dbs running 11.2.0. I create a DB link named dblk_b from DB_a to DB_b. I have a table by name 'tableB' like below in database DB_b. ID NUMBER(11), CONTENT CLOB I am trying to insert into tableB as fol...
Categories: DBA Blogs

CockroachDB for Oracle Professionals

Gerger Consulting - Tue, 2018-04-10 19:05
Many Oracle DBA's are adding new databases to their toolbox. Oracle Certified Master Ronald Rood is one of them.


In this presentation, Ronald will talk about the success he had in implementing solutions with CockroachDB.
CockroachDB is a colud-native database built on the ideas of old SQL, combined with no SQL giving DBA's an entirely new SQL database. In this webinar Ronald will talk about:
  • What is CockroachDB? What problems is it good for?
  • How to get started?
  • How to setup a secure cluster where each node is open for read and for write.
  • How to connect client applications to the database in such a way that the loss of a node does not matter.
  • A quick explanation of how raft consensus ensures integrity.
  • How to use availability zones for even better availability.
Register now.
Categories: Development

exp catch

Jonathan Lewis - Tue, 2018-04-10 11:52

No-one should be using exp/imp to export and import data any more, they should be using the datapump equivalents expdp/impdp – but if you’re on an older (pre-12c) version of Oracle and still using exp/imp to do things like moving tables with their production statistics over to test systems then be careful that you don’t fall into an obsolescence trap when you finally upgrade to 12c (or Oracle 18).

exp/imp will mess up some of your histograms if you’re still using them to move tables/statistics in 12c.

Remember that 12c can create “Top-N” and “hybrid” histograms – and exp/imp were written long before these new histogram types came into existence. The code has not been updated to allow for the new histogram types so if you happen to generate any histograms of these type in a 12c system and then use exp/imp to move some table stats (and it’s particularly an issue relating to stats) from one system to another – the stats that arrive at the destination system won’t match the stats that left the source system.

Here’s a little sample code to build a model that I can use to demonstrate the problem. It creates a table with three columns that will make it easy for me to create one frequency histogram, one Top-N histogram and one hybrid histogram. I’ve included a couple of substitution variables in the code so that you can specify an Oracle instance to connect to and a directory for the export file that expdp is going to produce. Don’t forget to check that the directory I create in this script doesn’t overwrite a directory that already exists for other reasons on your test system.


rem
rem     Script:         12c_histograms.sql
rem     Author:         Jonathan Lewis
rem     Dated:          Sep 2015
rem
rem     Define m_service to be the service name you connect to
rem     Define m_directory to be the O/S directory you to use for
rem     the export/import/log files
rem
rem     Make sure this code is not over-writing an existing 
rem     definition for a directory called DMPDIR before you 
rem     start


define m_service = 'orcl'
define m_service = 'or32'

define m_directory = '/mnt/working'

host rm &m_directory/expdat.dmp
host rm &m_directory/expdp.dmp

create or replace directory dmpdir as '&m_directory';

drop table t1 purge;

create table t1
nologging
as
with generator as (
        select  --+ materialize
                rownum id 
        from dual 
        connect by 
                level <= 1e4 -- > comment to avoid wordpress format issue
)
select
        trunc(sqrt(rownum + 0)) frequency,
        trunc(sqrt(rownum + 0)) top_n,
        trunc(sqrt(rownum + 0)) hybrid
from
        generator
;

begin
        dbms_stats.gather_table_stats(
                ownname          => user,
                tabname          =>'T1',
                method_opt       => 'for columns frequency size 254 for columns top_n size 95 for columns hybrid size 50'
        );
end;
/

select
        column_name,
        num_distinct,
        histogram,
        num_buckets
from
        user_tab_cols
where
        table_name = 'T1'
;

column endpoint_actual_value format a22
break on column_name skip 1

select 
        column_name, 
        endpoint_number, endpoint_value, endpoint_actual_value, 
        endpoint_repeat_count 
from 
        user_tab_histograms 
where 
        table_name = 'T1'
order by 
        column_name, endpoint_number
;

Here’s an extract, from a 12.1.0.2 instance, of the results of the two queries with a large number of the rows from the histogram data deleted:


COLUMN_NAME              Distinct HISTOGRAM          Buckets
-------------------- ------------ --------------- ----------
FREQUENCY                     100 FREQUENCY              100
TOP_N                         100 TOP-FREQUENCY           95
HYBRID                        100 HYBRID                  50

COLUMN_NAME          ENDPOINT_NUMBER ENDPOINT_VALUE ENDPOINT_ACTUAL_VALUE  ENDPOINT_REPEAT_COUNT
-------------------- --------------- -------------- ---------------------- ---------------------
FREQUENCY                          3              1 1                                          0
                                   8              2 2                                          0
                                  15              3 3                                          0
...
                                9800             98 98                                         0
                                9999             99 99                                         0
                               10000            100 100                                        0


HYBRID                             3              1 1                                          3
                                 224             14 14                                        29
                                 440             20 20                                        41
...
                                9603             97 97                                       195
                                9800             98 98                                       197
                               10000            100 100                                        1

TOP_N                              1              1 1                                          0
                                  16              7 7                                          0
                                  33              8 8                                          0
...
                                9753             98 98                                         0
                                9952             99 99                                         0
                                9953            100 100                                        0

The most important detail is the endpoint_repeat_count column of the hybrid histogram, although you should note that the endpoint_actual_value columns is populated with a copy of the endpoint_value for all three histograms.

Now I’m going to use exp / drop table / imp (or the datapump equivalents) to export, drop, and re-import the table with (one hopes) the exact same statistics. To do this I’ll be using the imp command with the option “statistics=always” with the intention of copying the stats from the export file into the destination database (you’ll have to substitute your own userid/password, of course):


host exp   userid=test_user/test@&m_service file=expdat.dmp tables='(t1)'
-- host expdp userid=test_user/test@&m_service DIRECTORY=dmpdir DUMPFILE=expdp.dmp TABLES='(t1)'

drop table t1 purge;

host imp   userid=test_user/test@&m_service file=expdat.dmp tables='(t1)' statistics=always
-- host impdp userid=test_user/test@&m_service DIRECTORY=dmpdir DUMPFILE=expdp.dmp TABLES='(t1)'

So what do we see now when we re-run the two queries to report the histogram information:


COLUMN_NAME              Distinct HISTOGRAM          Buckets
-------------------- ------------ --------------- ----------
FREQUENCY                     100 FREQUENCY              100
TOP_N                         100 FREQUENCY               95
HYBRID                        100 FREQUENCY               50

COLUMN_NAME          ENDPOINT_NUMBER ENDPOINT_VALUE ENDPOINT_ACTUAL_VALUE  ENDPOINT_REPEAT_COUNT
-------------------- --------------- -------------- ---------------------- ---------------------
FREQUENCY                          3              1                                            0
                                   8              2                                            0
                                  15              3                                            0
...
                                9800             98                                            0
                                9999             99                                            0
                               10000            100                                            0

HYBRID                             3              1                                            0
                                 224             14                                            0
                                 440             20                                            0
...
                                9603             97                                            0
                                9800             98                                            0
                               10000            100                                            0

TOP_N                              1              1                                            0
                                  16              7                                            0
                                  33              8                                            0
...
                                9753             98                                            0
                                9952             99                                            0
                                9953            100                                            0

The histograms on all three columns are now labelled as FREQUENCY.
The endpoint_actual_value is null for all three – but that may be a purely cosmetic detail with no side effects.
The “hybrid” column really has become a frequency histogram – and that’s the critical one – the endpoint_repeat_count columns are all zero.

tl;dr

If you’re still using exp/imp instead of expdp/impdp to move tables (and, more importantly, their statistics) from one database to another then the upgrade to 12c may mean you end up with hybrid histograms on the source system that are “downgraded” to frequency histograms on the destination system, with the effect that execution plans vary between the two systems.

New Oracle Marketing Cloud Analytics Blast through Data Silos and Enable Pinpoint Targeting

Oracle Press Releases - Tue, 2018-04-10 08:00
Press Release
New Oracle Marketing Cloud Analytics Blast through Data Silos and Enable Pinpoint Targeting Adding Infinity analytics and CX Audience to Oracle Marketing Cloud boosts big data analytics and helps customers better pinpoint their audiences

ORACLE MODERN CUSTOMER EXPERIENCE, Chicago, IL—Apr 10, 2018

To help organizations rethink how data is applied across the entire customer lifecycle, Oracle is completely transforming existing approaches to customer data analytics and audience segmentation. With the launch of Oracle Infinity and Oracle CX Audience, Oracle Marketing Cloud now enables marketers to build deeper, more profitable customer relationships by eliminating data silos and providing real-time insights into rich behavioral data.

Every organization knows it needs to use data to enhance the customer experience, but existing approaches fail to provide the timely and reliable insights required to meet increasing customer expectations. For example, traditional web analytics tools do not provide real-time actionable insights and fail to capture all user interactions with a brand’s digital assets. In addition, point solutions trap data in silos, which leads to inconsistent, irrelevant, and disconnected experiences that damage brand loyalty and negatively impact revenue. To address these challenges, the latest data innovations within Oracle Marketing Cloud empower marketers with timely, reliable, and predictive data analytics at scale.

“Existing data analytics solutions are incredibly limited as they can’t scale or provide real-time insights on every single user. This prevents marketers from taking advantage of data to increase ROI or inform ideal customer experiences,” said Shashi Seth, senior vice president, Oracle Marketing Cloud. “To unleash this data requires a completely new approach to customer data analytics, which is exactly what we are introducing with Oracle Infinity and Oracle CX Audience. With these innovative new solutions, we are putting very rich and timely behavioral data in motion to help organizations deliver a customer experience that is highly relevant and in context.”

Oracle Infinity

Oracle Infinity eliminates the challenges associated with traditional web analytics solutions by providing accurate, timely intelligence that enables marketers to optimize customer engagement across channels. Oracle Infinity enables marketers to:

  • Truly Personalize Marketing: By combining behavioral insights from all users, all of the time, Oracle Infinity enables true 1:1 marketing by providing marketers with powerful insights into how every customer or prospect is interacting with digital assets.   

  • Unify Behavioral Data: Oracle Infinity enables marketers to achieve a sophisticated, customer-centric view of digital interactions by unifying behavioral data within the marketing organization and across any other digital touchpoint.

  • Develop and Distribute Actionable Insights to the Broader Business User Community: Built-in integrations and customizable APIs make it easier for marketers to develop and distribute actionable customer insights to the broader business user community.

  • Enhance Performance of Marketing Automation Systems: Real-time “actionability” influences successful outcomes by activating remarketing actions based upon any combination of visitor behaviors performed in real time.

  • Manage Increasingly Large and Complex Enterprise Data Sets: Unlimited scale, flexibility, and data accessibility enables powerful reporting and analytics, which gives marketers quick and easy access to rich behavioral data.

“One of the challenges for the modern marketer is getting their data and analytics processes to move as fast as their customers do,&rdquo said Gerry Murray, research director, Marketing and Sales Technology at IDC. &ldquoTo do that at scale, marketers need a data-streaming infrastructure that works across touch points and closes the gap between reporting and action. Oracle Infinity connects customer interactions across channels in real-time so marketers can drive conversions and revenue through personalized web and digital experiences. It also has the potential to connect interactions in other customer-facing functions, such as sales, service, and loyalty, which is the key to true customer experience management.&rdquo

Oracle CX Audience

Oracle CX Audience eliminates the challenges of capturing and analyzing data at scale by providing an innovative audience segmentation and analytics solution that enables marketers to: 

  • Centralize, Manage and Enrich Customer Data: An open, flexible, cloud platform empowers marketers to operate with less involvement with IT, while providing increased flexibility for data ingestion and audience publication. In addition, pre-integration with Oracle Data Cloud, the world’s largest third-party data marketplace, enables marketers to seamlessly enrich their own data to gain additional insights.

  • Easily Create and Publish Audience Segments at Scale: Non-technical audience design tools and re-usable filters enable marketers to spend less time writing queries and more time engaging customers. Additionally, Oracle CX Audience platform runs on Oracle best-of-breed infrastructure, allowing marketers to perform heavy segmentation and analysis in minutes instead of hours.

  • Analyze Segment Performance and Discover New Opportunities: Fully integrated analytics enable marketers to analyze the aggregated past performance to predict future results and discover sub-segments that could provide additional opportunities. In addition, Oracle CX Audience continuously tracks audience and campaign level performance to help marketers evaluate success and define future goals.

Oracle Marketing Cloud is part of Oracle Customer Experience (CX) Cloud Suite, which empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences, and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences, and achieve predictable and tangible business results.

Contact Info
Simon Jones
Oracle
+1.415.202.4574
s.jones@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Safe Harbor

The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release and timing of any features or functionality described for Oracle's products remains at the sole discretion of Oracle. 

Talk to a Press Contact

Simon Jones

  • +1.415.202.4574

Oracle AI Powers Future of Customer Experience Management

Oracle Press Releases - Tue, 2018-04-10 08:00
Press Release
Oracle AI Powers Future of Customer Experience Management New Oracle CX Cloud melds artificial intelligence, advanced data analytics, innovative search, voice, and video

ORACLE MODERN CUSTOMER EXPERIENCE, Chicago, IL—Apr 10, 2018

Oracle today announced a series of new innovations that help marketing, sales, commerce, and customer service professionals meet the rapidly changing expectations of today’s empowered customers. The latest updates to the Oracle Customer Experience (CX) Cloud Suite support the connected digital enterprise by introducing new artificial intelligence based applications, data analytics solutions, and innovative search, voice, and video capabilities.

Despite an increasing focus on the customer, expectations continue to outpace the experiences many organizations can offer. As a result, according to Forrester's Predictions 2018: A Year of Reckoning, 30 percent of companies will see further declines in CX performance in 2018, and those declines will translate into a net loss of a point of growth. Oracle CX Cloud Suite helps users navigate this increasing complexity and quickly and easily take advantage of the latest innovations to advance their careers and create epic experiences that deliver predictable and tangible business results.

“While the challenges we all face are a little different from department to department or company to company, the common theme for all customer experience professionals is how to lead change, not just react to it,” said Des Cahill, vice president and head CX Evangelist, Oracle. “We know that technology alone is not the answer to this tidal wave of change. Instead, we are focused on helping our customers remove barriers that prevent their employees from focusing on the customer and creating epic experiences. The latest innovations within Oracle CX Cloud Suite will empower marketing, sales, commerce, and customer service professionals to lead the changes and advance their careers.”

The latest innovations within Oracle CX Cloud Suite include updates to help marketing, sales commerce, and customer service professionals. 

Marketing Innovations
  • New Real-Time Behavioral Insights: Allow marketers to rethink how data is applied across the entire customer lifecycle. With the launch of Oracle Infinity and Oracle CX Audience, marketers are able to build deeper, more profitable customer relationships by eliminating data silos and providing real-time insights into rich behavioral data. For further details, see Oracle Infinity and Oracle CX Audience announcement.

  • New Powerful and Scalable Loyalty Platform: Empowers marketing professionals to engage and delight users with personalized loyalty programs spanning every phase of the customer lifecycle. For further details, see Oracle Loyalty announcement.

  • New AI Marketing Orchestration Capabilities: Help increase open rates, conversions, and customer lifetime value by automatically identifying the best performing mix of send-time, channel, and messaging for individual customers.  

  • New Ad Optimization Capabilities: Allow consistent experiences across browsers and devices, as well as accurate tracking of customer behavior and KPIs across devices, by enabling cross-device testing and personalization for known customers.

  • Enhanced Campaign Development: Streamlines campaigns development within Oracle Responsys by quickly and easily accessing the most up-to-date content stored within Oracle Content and Experience Cloud.  

Sales Innovations
  • New AI Sales Intelligence Capabilities: Streamline the sales process and optimize sales forecasting by mining historical data, including win/loss behaviors, to provide powerful insights that can be applied to both forecasting and current opportunities to prescribe the next best actions and next best offers.

  • New AI Deal Management Capabilities: Allow sales teams to maximize margins through AI-powered pricing optimization and increase the probability of winning the deal by providing easy-to-understand graphical instructions at the critical decision-making moments throughout the sales process.

  • New Complex Territory Quota Capabilities: Streamline operations for sales teams with overlay territory structure, as well as multiple business divisions with named accounts, and provide real-time insights into the seller’s quota and forecast progress.

  • New Virtual Sales Assistant: Simplifies access to frequent CRM commands by supporting voice of text requests. In addition, the virtual assistant supports custom/extended objects and attributes and can push notifications about event reminders, due tasks, and surface "next best actions" insights about sales opportunities.

  • New Campaign Effectiveness Dashboards: Bridge the gap between sales and marketing leaders by enabling marketing teams to go beyond account-based marketing  to automate lead scoring and seamlessly execute regional marketing and event promotions.

Commerce Innovations
  • New AI-based Search Capabilities: Enable brands to anticipate consumer interests and personalize commerce search experiences to improve conversion, average order value, and revenue per visitor by leveraging data-driven search merchandising.

  • New AI Customer Acquisition Capabilities: Connect intelligence from email and web campaigns with digital advertising channels to improve the time to acquire new customers from weeks to hours, increase conversion rates through more precise ad targeting, and optimize advertising spend.

  • New ISV Partner Integrations: Allow technology partners to take advantage of SaaS and introduce standardized integrations that speed-up time to market and extend commerce platforms with innovations that drive digital growth. One of the newest Marketplace apps for Commerce is an integration with Mirakl, an industry leader in marketplaces that enables merchants to rapidly enhance their product assortments with complementary products and services.

Customer Service Innovations
  • New Virtual Assistant: Augments knowledge management strategy with “single turn” FAQ interactions, enables service requests to be escalated to a live human agent while maintaining history and context, and provides powerful insights through an intuitive dashboard for analytics and monitoring.

  • New Video Chat Capabilities: Deliver enterprise quality video interactions and streamline the integration of video into existing customer services channels by providing common platform assignment and management tools, as well as familiar agent toolsets. 

Part of Oracle Cloud Applications, Oracle Customer Experience (CX) Cloud Suite empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences, and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences, and achieve predictable and tangible business results.

Contact Info
Simon Jones
Oracle
+1.415.202.4574
s.jones@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Safe Harbor

The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release and timing of any features or functionality described for Oracle's products remains at the sole discretion of Oracle.

Talk to a Press Contact

Simon Jones

  • +1.415.202.4574

Oracle Makes it Easier for Brands to Keep their Best Customers Happy

Oracle Press Releases - Tue, 2018-04-10 08:00
Press Release
Oracle Makes it Easier for Brands to Keep their Best Customers Happy Oracle Loyalty delivers highly personalized experiences to improve customer loyalty, advocacy and value

ORACLE MODERN CUSTOMER EXPERIENCE, Chicago, IL—Apr 10, 2018

To help organizations build and retain loyal customers, Oracle today extended the Oracle Customer Experience (CX) Cloud Suite with the introduction of the most powerful and scalable loyalty platform in the cloud. Oracle Loyalty empowers customer experience professionals to engage and delight users with personalized loyalty programs spanning every phase of the customer lifecycle.

As customers expect and experiment more, it is increasingly hard for organizations to deliver experiences that build and maintain customer loyalty. To help address this challenge, Oracle Loyalty enables organizations to deliver relevant, unified omni-channel loyalty programs that are seamlessly integrated with existing customer experience initiatives. As a result, customer experience professionals can quickly and easily take advantage of loyalty programs to innovate faster and accelerate customer acquisition, engagement and retention.

“Not only does it cost seven times more to acquire a new customer than to keep an existing one, but a loyal customer can help an organization acquire more customers, increase revenue and differentiate its products or services,” said Katrina Gosek, senior director, digital customer product strategy, Oracle. “While the business benefits of building and maintaining loyal customers are clear, it can be extremely expensive and complex. Oracle Loyalty removes these barriers and empowers brands to build customer loyalty by delivering integrated, engaging experiences at every stage of the customer lifecycle.”

Built on proven industry best practices, Oracle Loyalty enables loyalty program managers to easily build and manage loyalty programs that are:

  • Innovative: Customer experience professionals can move faster and help improve customer profitability with rapid loyalty program deployment and simplified usability.
  • Unified: Customer experience professionals can deliver amazing unified omni-channel loyalty experiences with pre-built integrations and REST APIs that seamlessly integrate loyalty program initiatives into broader customer experience strategies.
  • Customer-Centric: Customer experience professionals deploy innovative loyalty programs that can help retain existing customers, acquire new customers and increase customer lifetime value by delivering unmatched experiences across all touchpoints in the customer journey.
  • Powerful: Customer experience professionals can focus on growing their business with a truly scalable platform that delivers enterprise-grade performance and security.

Available worldwide in 20 languages, Oracle Loyalty is part of Oracle Customer Experience (CX) Cloud Suite, which empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences and achieve predictable and tangible business results.

For additional information about Oracle CX, follow @OracleCX on Twitter, LinkedIn and Facebook or visit SmarterCX.com.

Contact Info
Kimberly Guillon
Oracle
209.601.9152
kim.guillon@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Kimberly Guillon

  • 209.601.9152

PaaSForum and the talk with the two ladies...

Darwin IT - Tue, 2018-04-10 07:13
It's already been a week or three that I've been to the excellent PaaSForum '18 in Budapest.
Much is already said and written about it. About the talks and breakout sessions.
To see and hear about the state of art of the Oracle PaaS products: every year I'm having a good time with Oracle Friends around Europe and beyond.

It was nice to play around with API Management, Dynamic Processes, Oracle JET and ChatBots. And, ..., to do a few runs to the Donau and back again. I hadn't run for about half a year because of my relocation and remodelling of our new home.

But besides the great talks with Product Management and other Oracle Friends, the thing that maybe made me most exciting was the talk with two ladies: Mary Beth and Liza... A review session about the User Experience of the Oracle PaaS products.

My major concern about the PaaS products, or maybe the Oracle Cloud products in general, is that they're very 'siloed'. Looking at ICS, PCS, VBCS (now bundled in OIC), API Management, Chatbots, CX, etc., they all have a very different history of birth.
Created in different teams. And all have a different User Experience, although Oracle did work in creating a uniform UI definition.
If I want to start with a project with different services, then I need to create and provision my different services. Those all have different URLs, etc. And if I want to move my artifacts to PreProduction or Production, I need to create new services, with their own authentication and authorisation schemas.
And I need to do the release/install of those artifacts to the different environments, myself.


In the feedback session, Liza presented me two personas (Mary Beth was taking notes): a Development Manager and a Developer.
The Development manager will be able to login to the PaaS environment landing page and create a new project. He will be able to select the components by himself or base the project on a template. This will then select the particular components, or project features, so to speak. You could compare it with creating an application in JDeveloper where you get to choose between a Java application, ServiceBus, SOA Suite or BPM Suite, and one or more appropriate projects. Creating such a PaaS Project will provision the necessary Cloud services, as indicated by the chosen components. The Development Manager can also invite project members, that get an invite with URL via email, or Slack, etc.

The Developer, can follow the link in the invite and log on to the Unified PaaS environment, or One PaaS, and from a palette can select a component he/she wants to create and work upon. I suggested that the palette should be restricted by the components selected on creation by the Development Manager. Cloud Services cost subscription fees, pressing on the budget. So, when a developer finds he needs to be able to create a certain component, the Development Manager should approve the addition of that component type, to solve the particular problem. Maybe the tiles of component types for which the project does not have a Cloud Service could be grayed out.

Another suggested addition is the environments management. They foresee a kind of devops administration page, where you can see the dev, test, pre-prod and production environments, and the artifact-versions mapped over that. So that you can see what version of which artifacts are on which environment/services. I suggested that it would be nice, in my opinion, to define releases or configurations of artifacts. Some artifacts are related to each other, for instance a certain version of a VBCS screen is dependent on a version of a REST service in OIC and/or API Mgt. So you want to combine those in a release, to make sure that they're released/installed to the next environment together.

Of course I can't show you any screens or inside information. Not lastly because I only saw mock-up screens myself. 

I got a nice present, a small Bluetooth speaker with a surprisingly great sound.  But, and be assured: I don't have Oracle shares (anymore), the biggest takeaway for me, that made me enthusiastic was the knowledge and the assurance that Oracle is really putting much effort in this. It is important and I believe this is going to make the big difference in the PaaS offering. Although the different offerings on their own are promising, a unified UI and development and management experience is going to make it actually usable. As a developer I do want to create UI's or Processes or Integrations, but I do not want to bother about the URLs to use for which environment. And I want to be helped by promoting my artifacts on a uniform way to the next environment. I should not export artifacts in different ways and import those one by one in a target cloud service.

The other day I also had an introductory meeting with one of the directors for UI/UX design. And that stressed the importance of UX on the unified PaaS UX initiatives.

As you'll understand: I'm very curious and looking forward to see new developments. If they reach me, I'll keep you posted (as far as I'm allowed of course).


Oracle Construction and Engineering Innovations Empower Smarter, More Successful Project Delivery

Oracle Press Releases - Tue, 2018-04-10 07:00
Press Release
Oracle Construction and Engineering Innovations Empower Smarter, More Successful Project Delivery Oracle Industry Connect Event Highlights Partnerships, Technology Enhancements That Drive Digital Transformation and Intelligence for Customers

Oracle Industry Connect—New York, NY.—Apr 10, 2018

Underscoring its focus on delivering transformational project delivery solutions across industries globally, Oracle Construction and Engineering today announced that it is showcasing several technology innovations this week at Oracle Industry Connect. These advancements stem from both the Oracle global business unit’s product development vision and new relationships within the larger ecosystem of solution providers. By collaborating with organizations such as Assemble, Triax, and Atlas, Oracle is enabling its customers to unlock additional value from their Oracle solutions via capabilities around Internet of Things (IoT) technologies and building information model-based scheduling.

The event will also feature the first construction and engineering technology firm to be accepted into the Oracle Scaleup Ecosystem, a nonresidential, virtual-style acceleration program for startups geared to enable next-generation growth, business development, and to drive cloud-based innovation for startups. Reconstruct is a visual data analytics platform provider whose breakthrough web and mobile products seamlessly integrate Reality Capture, BIM, and Schedule. When combined with Oracle project delivery solutions, customers can manage their projects in a visual environment that is easy to use, accurate, and predictive – increasing efficiency and mitigating risk.

“Oracle continues to drive innovations in the market, empowering customers with the technology and intelligence they need to improve outcomes across the project lifecycle,” said Mike Sicilia, senior vice president and general manager of Oracle Construction and Engineering. “Oracle will continue to collaborate with customers, partners and other contributors to foster new advancements and emerging technologies, such as AI and VR, to help our customers navigate challenges and capitalize on new opportunities.”

Driving Project Innovation and ROI

In addition, Oracle is showcasing new functionality and integrations to its Oracle Prime Projects Cloud Service as well as the latest enhancements to its Primavera and other project delivery solutions. Oracle Prime Projects enables team collaboration and real-time visibility by integrating the management of project portfolios, schedules, tasks, resources, costs, field teams, documents, and risk into a single cloud platform. A number of construction industry organizations have turned to Oracle Prime Projects for its unique Lean scheduling capability, which enables organizations that have embraced Lean Construction methodologies to seamlessly integrate those job site construction activities with the master schedule.

“Oracle Prime Projects has enabled us to digitize our Lean task planning work in the field and fully integrate that activity and data with the management of our critical path schedule. By connecting these teams and activities, we’ve been able to unlock new levels of coordination, visibility, and productivity,” said Mike Ball, project manager for general contractor Walsh Brothers.

To continue accelerating innovation and value delivery to customers, Oracle Construction and Engineering also announced it is developing a construction and engineering innovation laboratory. This facility will showcase product development efforts and emerging technologies and provide customers, partners and academia with hands-on opportunities to explore, interact with and shape new cutting-edge project delivery capabilities.

Partnering for Customer Success

Working closely with the broader construction and engineering ecosystem, Oracle continues to bring new innovations to its platform, enabling customers to benefit from:

  • Seamless, Connected Job Sites: Oracle and Triax are teaming up to develop and deliver a unified platform for construction professionals that integrates data from Triax’s flagship Spot-r system with Oracle’s Prime Projects Cloud Service project management platform. As such, customers will be able to create a seamless, connected job site that leverages technology and real-time data to enhance safety and enable greater visibility, insight, and ultimately, smarter building. For more information, see today’s release .
  • Model-Based Scheduling: Assemble and Oracle recently announced a collaboration to integrate Oracle’s project management solutions with Building Information Model (BIM) data. BIM has been playing an increasingly vital role in the evolution of the construction industry – but has yet to bring the same efficiencies from BIM to scheduling processes. The new integration will allow users to easily create simulations, cost-loaded schedules, micro-schedules, and manage constant project changes. See recent release.
 

Triax, Assemble and Atlas are all Gold-level partners in Oracle PartnerNetwork (OPN).

Contact Info
Judi Palmer
Senior manager for Oracle Industries
+1. 650.784.7901
judi.palmer@oracle.com
Kristin Reeves
Blanc & Otus
+1.925.787.6744
kristin.reeves@blancandotus.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com

About Oracle Construction and Engineering

Oracle Construction and Engineering helps companies reimagine their businesses. With best-in-class project management solutions, organizations can proactively manage projects, gain complete visibility, improve collaboration, and manage change. Our cloud-based solutions for global project planning and execution can help improve strategy execution, operations, and financial performance. For more information, please visit www.oracle.com/construction-and-engineering.

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Judi Palmer

  • +1. 650.784.7901

Kristin Reeves

  • +1.925.787.6744

SantaPark Arctic World Fuels Growth and Deeper Guest Satisfaction with Oracle Hospitality Cloud

Oracle Press Releases - Tue, 2018-04-10 07:00
Press Release
SantaPark Arctic World Fuels Growth and Deeper Guest Satisfaction with Oracle Hospitality Cloud Oracle Hospitality OPERA Cloud and Simphony Cloud Implementation Enable More Engaging Service and Streamlined Operations

Oracle Industry Connect – New York, NY.—Apr 10, 2018

Today Oracle Hospitality announced the implementation of OPERA Cloud property management and Simphony Cloud restaurant management solutions at SantaPark Arctic World, an innovative resort in Finland. SantaPark Artic World’s implementation enables a single view of how its guests engage with restaurants, hotel properties, spas and theme park attractions and delivers the insights associates need to deliver first-class customer service. With cloud infrastructure at the core, SantaPark Artic World is posturing for future growth and innovation by reducing IT complexity, creating a single source of truth for guest engagement and removing data and operational silos across its property.

“Both large chains and independent hotels need to remove obstacles in their IT infrastructure that prevent brands from creating engaging experiences, personalized service and a foundation for growth,” said Laura Calin, vice president strategy and solutions management, Oracle Hospitality. “SantaPark Arctic World demonstrates the value and potential of Oracle Hospitality OPERA Cloud to transform IT processes, streamline operations and create more meaningful guest interactions.”

SantaPark Arctic World offers the best of local tradition, regional heritage and modern Nordic design with a variety of Christmas and nature-themed experiences throughout the property. More than 100,000 guests attend the resort annually to experience the Santa Claus themed attractions and a new luxury resort, Arctic TreeHouse Hotel, in the heart of the Arctic Circle. Within the hotel’s resort first year of opening, Arctic TreeHouse Hotel received international recognition and acclaim from the World Luxury Hotel Awards driving an increased volume of guests and the planned opening of an additional hotel on the property. This momentum required a powerful cloud-based hospitality platform flexible enough to manage property attractions while driving exceptional service. With Oracle Hospitality at the core SantaPark Arctic World was able to reduce the complexity of IT by integrating a property management system and point of service solution for 21 terminals on OPERA Cloud and Simphony Cloud in just three months.

“After reviewing a variety of offers from different companies, we realized that only Oracle could provide a single cloud platform with the flexibility to cater to the uniquely varied blend of guest attractions we offer,” said Katja Ikäheimo-Länkinen, Experience Director, SantaPark Arctic World. “Its comprehensive reporting allows us to comfortably manage our growth, supporting SantaPark Arctic World’s goal to be the leading resort in Finland by 2020.”

Contact Info
Matt Torres
Oracle
4155951584
matt.torres@oracle.com
About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com

About Oracle Hospitality

Oracle Hospitality brings 35 years of experience in providing technology solutions to food and beverage operators and hoteliers. We provide hardware, software, and services that allow our customers to deliver exceptional guest experiences while maximizing profitability. Our solutions include integrated point-of-sale, loyalty, reporting and analytics, inventory and labor management, all delivered from the cloud to lower IT cost and maximize business agility.

For more information about Oracle Hospitality, please visit www.Oracle.com/Hospitality

Oracle Industry Connect

For more information about how Oracle is committed to empowering organizations through best-in-class, industry-specific business solutions, visit oracle.com/industries. To learn more about Oracle Industry Connect 2018, go to oracle.com/oracleindustryconnect.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Matt Torres

  • 4155951584

Seventy-seven Percent of Consumers Feel Inefficient Customer Service Experiences Detract from their Quality of Life

Oracle Press Releases - Tue, 2018-04-10 07:00
Press Release
Seventy-seven Percent of Consumers Feel Inefficient Customer Service Experiences Detract from their Quality of Life New Oracle survey shows that personalized and proactive interactions are the keys to transforming digital customer engagement and customer loyalty

Oracle Industry Connect—New York, NY.—Apr 10, 2018

A new survey shows that consumers are fed up with poor customer engagement experiences and outdated approaches to customer service, with 68 percent noting they would buy more from brands that put service back in customer service. Most consumers polled said that the ability to connect immediately to the relevant associate, interact via digital channels such as HD voice, video and/or screen sharing, and to receive contextual, personalized service, would increase convenience and improve their overall experience. The Oracle Communications survey, “Modern Experiences for Connected Consumers: Creating Digital Customer Engagement” showed that brands that are able to quickly capitalize on this shift can expect a 25 to 30 percent increase in loyalty from their customers.

“Customers are a company’s most critical asset, but in a quest for efficiency, customer engagement has become less aware and overly impersonal,” said Doug Suriano, senior vice president, general manager, Oracle Communications. “Modern engagement technologies that proactively engage customers at the right time across web and mobile using contextual voice, video and screen sharing, or that can transition a chatbot conversation to live assistance coupled with machine learning and AI, have the ability to transform how customers interact with their brands—delivering meaningful resolutions with the personal touch that customers desire.”

The survey also found that of the consumers polled:

  • 75 percent: Perceive that modern engagement capabilities will enhance their experience
  • 79 percent: Want their issues to be resolved in one interaction
  • 76 percent: Will use a company that can minimize menu selections and get them to the right individual quickly
  • 68 percent: Felt modern engagement capabilities expanded their options for interacting with brands, helping make engagements contextual
  • 75 percent: recognize the value and efficiency of voice and video chat

To learn more about the survey, download the infographic here

Modern Engagement Technologies Improve Experiences and ROI

The survey polled 5,028 consumers across regions and industries to understand their sentiment on modern customer engagement. The results highlighted the critical need to modernize and personalize customer engagement. For example, 51 percent of those polled cited long wait times and 41 percent cited unresolved issues as the top reasons for an unsatisfactory experience. Seventy-seven percent noted that these kinds of experiences detracted from their quality of life.

The survey also showed that consumers are becoming more comfortable interacting across a growing list of digital channels that can offer a more streamlined, personal and high-touch approach. Consumers recognize the value and efficiency of these new mediums in shortening time to resolutions, addressing problems, or adopting new services, such as opening a new banking account digitally.

However, the efficiency and simplicity that can come from automated digital engagement channels did not mitigate consumers’ desire for—and the perceived value of—human intuition. Customers instead indicated that blending automated technologies with emerging mechanisms for in-app brand interactions that personalize interactions, including video, screen sharing, chat and other contextual voice communications, will deliver the degree of personal contact they are seeking.

The survey also found that:

  • Age doesn’t matter: Millennials are naturally inclined to adopt new digital ways of communicating and view the traditional engagement channels that require a menu of options and constant repetition to be tedious and inefficient. At the same time, the research showed that consumers aged 35 and older also see the value and efficiency that can be derived from modern digital engagement capabilities for interacting with companies.
  • Modern engagement can transform interactions across all industries: Consumers across industries felt their experience would be enhanced through modern engagement methods, including: cable (80 percent), insurance (78 percent), banking loans (66 percent), healthcare (72 percent), and online retail (68 percent). For example, in the case of cable operators, truck rolls to customers’ homes are costly to deliver and inconvenient to the customer, who often has to wait at home. A modern engagement experience leveraging an interactive video session could eliminate a truck roll, enable immediate problem resolution, and hence increased loyalty. Visit here for a deeper industry perspective.
  • Preferred engagement channels vary by region: Consumers customer service requirements, expectations and desired mediums varied across regions:
    • North America: Human contact and efficient issue resolution resulting from modern engagement capabilities were cited as the most important benefits, with consumers expressing they were “extremely satisfied” with both in-person and video engagement.
    • Europe: Consumers are most receptive to modern engagement capabilities, including video chat, mobile apps, and web chat, recognizing the value and efficiency of modern engagement capabilities more than in other regions.
    • Australia/New Zealand: Consumers are more satisfied with mobile app, kiosk and web chat among modern engagement channels. Though consumers felt more engaged as a result of modern capabilities, they demonstrated they’d be less likely to act on that engagement as compared to other regions. Visit here for a deeper regional feedback.

Regardless of the region, the study consistently showed that customers feel more valued by brands if they have a diversity of choices in how they can interact, whether through personalized or automated channels. When the number of options for interactions expand, so too does the feeling of satisfaction with customers.

Contact Info
Katie Barron
Oracle
+1.202.904.1138
katie.barron@oracle.com
Kristin Reeves
Blanc & Otus
+1.925.787.6744
kristin.reeves@blancandotus.com
About Oracle Communications

Oracle Communications delivers integrated communications and cloud solutions for Service Providers and Enterprises. With these offerings, customers can accelerate their digital transformation journey in a communications-driven world from network evolution to digital business to customer experience. To see how you can transform your digital customer engagement strategy, request a demo of Oracle Live Experience Cloud here.

To learn more about our Communications industry solutions, visit  www.oracle.com/communications or join the conversation on LinkedIn and Twitter.

About Oracle

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Talk to a Press Contact

Katie Barron

  • +1.202.904.1138

Kristin Reeves

  • +1.925.787.6744

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