Oracle Customer Experience Summit @ OpenWorld Tracks

Oracle Customer Experience Summit @ OpenWorld challenges conventional thinking on how to achieve sustainable business growth and profit by focusing on the experience needs of your customers. This is your chance to learn about the latest trends in customer behaviors and expectations that are having an impact on your industry, your business, and your role. Discover approaches to designing, justifying, and measuring investments in customer experience initiatives. Understand how to leverage people, processes, and technology to deliver on your brand promise and achieve the excellence that differentiates your brand. Learn best practices, strategy, and practical tips and tricks from passionate, expert speakers, including customer experience industry thought leaders and technology experts.

Choose from more than 40 sessions in the four tracks described below.


Chief Experience Officer/Chief Customer Officer

The emerging and evolving role of the person leading customer experience strategies within an organization has become critical to the operational success of initiatives that drive growth and profit. By working across lines of business to strengthen relationships with customers, Chief Experience Officers/Chief Customer Officers become empowered to lead the transformation and realign competing priorities that are preventing their organizations from delivering on customer’s needs and company business goals. This track covers topics that will help you successfully build a customer experience culture, design experiences that truly set your company apart, and measure the business value delivered. You’ll come away energized, informed, and ready to design, implement, and lead customer experience initiatives that delight customers as well as stockholders.

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Marketing and Sales

The explosion in mobile, social, and local technology is transforming the world of marketing and sales. Business customers have begun to demand the personalized, relevant customer experience expected by today’s consumers. Delivering a cohesive experience across channels and meeting these changing expectations requires revolutionary methods if you want to stand out from the crowd. This track highlights the tools and strategies available to help you successfully engage with customers consistently across channels, including sales representatives, partners, mobile, and social. Session leaders also discuss how to meet customers’ changing expectations by designing and executing unique, customer-focused initiatives that help you create relevant interactions that increase sales opportunities and business growth.

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Service and Support

Service and support agents are more challenged than ever before at the moment when their company’s brand promise gets realized and customer transactions evolve into relationships. Demands posed by new channels of communication, increased requirements for availability and interaction, and more-complex products and services are compounded by customers’ rising, competitor-driven expectations regarding service and support. This track covers strategies for service and support excellence including moving conversations between channels of communications, nurturing customer-friendly environments, and delivering and collaborating around knowledge at the point of need. You’ll leave sessions armed with new information and expertise to help you deliver the kind of service and support experience that strengthens relationships with customers and drives greater lifetime value.

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Commerce and Loyalty

Staying relevant and engaged throughout the selling process at any point of interaction is critical to the success of the opportunity. Abandonment is easy in an age where alternative options and constant distractions are abundant at every turn, and loyalty must be earned at every phase. Explore how you can use customer experience to grow your opportunities, conversion rates, and revenues in a fragile economy. This track covers essential topics such as personalizing experiences, building advocacy and loyalty, and increasing conversion rates. You’ll gain a fresh perspective and new ways of approaching customer experience strategies that build relationships and achieve sustainable profit and growth.

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