Great customer experiences begin with customer service and support. Engage your customers across all touchpoints—landline, Web, mobile, social, chat—and access multiple and powerful sources of knowledge to provide them with the most satisfying outcomes. Learn how Oracle's solutions help you to deliver remarkable customer experiences anywhere, anytime, and from any device.
Who should attend this track: VP/Directors of Customer Service & Support, CXO / VP/Directors of Customer Experience, VP/Directors of Customer Care, VP/Directors of eCommerce, VP/Directors of Knowledge Management
What makes a great experience? And why should your business care? In our opening keynote, we set the stage by helping to define the Experience Imperative. Our thought leaders in Customer Experience will share demonstrations and insights into what it takes to deliver on your brand promise and why it matters.
The experience revolution started on the Web and has rapidly evolved through social and mobile. Meeting the demands of the next-generation of Web experiences requires a higher level of personalized, predictive, knowledgeable, and relevant engagements. Learn about some of the thought-leading strategies for delivering Web experiences that provide rich, meaningful, and insightful service engagements that can accelerate your business growth.
Social channels provide a wealth of information invaluable to delivering a satisfying service experience. Social insights often provide the most accurate record about your product’s efficacy, of who the customer is, and what value the customer represents to your business. Explore how to capture, gather, and engage with social channels to glean the insights necessary for meaningful engagements and stronger relationships.
More people are moving conversations between locations, devices and channels. An engagement that starts in an email, moves to the Web, into a live chat, onto the phone, into the store, and onto an app is the new standard. This session will discuss strategies for overcoming the complexity of providing individual customers with a consistent, reliable experience across all channels and devices.
Developing a very robust but straight-forward knowledgebase is the key to providing great service in a self-service model and through your service team. Costly legacy siloed archives of information have become the landmines to avoid on the path to relevant content. Learn about and discuss some of the methods being deployed that empower effective knowledge management in a complex environment.
Oracle Cloud is second to none when it comes to security and performance. From the physical security in our global data centers to the logical security we’ve embedded at every layer of the technology stack, no other vendor has made the necessary investments for delivering confidence in the cloud. Explore how Oracle Cloud delivers world-class security and performance that meets even the most demanding requirements.
Topics to be covered include:
• Layered: Defense security and encryption at every layer of the tech stack
• Federated: Unified IDM/SSO and access control across cloud services
• Compliant: Standardized, best-practice security framework and processes for improved compliance
While Oracle Cloud offers a comprehensive cloud services portfolio, we realize you need to integrate your new cloud applications with existing applications. Oracle provides a standards-based service-oriented integration architecture to efficiently connect Oracle Cloud with traditional on-premise and private cloud applications, enabling real-time information sharing and reporting across hybrid clouds and on-premise systems. Attend this session to understand how Oracle Cloud leverages modern integration technologies to protect against data and reporting silos and extend the value of both new and existing IT investments.