CX @ OpenWorldSponsored by Accenture

Oracle Customer Experience Solutions

The imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving leadership is not.

Keynotes On Demand

If you miss the keynotes, they will be available on demand.

Accenture

Sapient

Wipro

CapGemini Deloitte Infosys TCS Wipro

CX @ OpenWorld will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you deliver on your CX/CRM initiatives. You will also discover how Oracle technologies can support your business with both cloud and on-premise applications. You'll hear Oracle's CX vision and how we plan to address key trends in customer experience, including social, mobile, big data, and cloud. Come to CX @ OpenWorld and learn how to turn your CX thought leadership into action leadership.

  • Dedicated CX zone for CX/CRM, Moscone West, Level 3
  • 140+ CX sessions across CX Strategy and Design, Marketing, Sales, Commerce, Service, Social, and Industry tracks
  • Cloud and on-premise application content, including Oracle ATG, Oracle E-Business Suite, Oracle Eloqua, Oracle Endeca, Oracle Fusion, Oracle Knowledge, Oracle RightNow Cloud Service,Web Center Sites and Siebel
  • 15 Customer Journey Mapping workshops
  • CX Exhibition Experience
  • CX Industry Showcase Theater
  • Meet the Experts sessions

Agenda

Location: Moscone West, Level 3 (exceptions noted)

Sunday, September 22

7:00 p.m.–9:00 p.m.
Oracle OpenWorld Welcome Reception

Oracle Plaza @ Howard Street and Yerba Buena Gardens

Monday, September 23

8:00 a.m.–9:45 a.m.
Oracle OpenWorld Keynotes

Moscone North, Hall D

10:15 a.m.–11:45 a.m.
11:45 a.m.–5:00 p.m.
CX @ OpenWorld Exhibition Experience Hours
12:30 p.m.–6:00 p.m.
CX @ OpenWorld Sessions

Tuesday, September 24

8:00 a.m.–9:30 a.m.
CX @ OpenWorld General Session

Crossing the Customer Experience Chasm

9:45 a.m.–6:00 p.m.
CX @ OpenWorld Exhibition Experience Hours
10:15 a.m.–2:00 p.m.
CX @ OpenWorld Sessions
1:30 p.m.–3:15 p.m.
Oracle OpenWorld Keynote

Moscone North

2:00 p.m.–2:45 p.m.
Dedicated CX @ OpenWorld Exhibition Experience Hours
5:00 p.m.–6:00 p.m.
CX @ OpenWorld Sessions

Wednesday, September 25

8:00 a.m.–9:45 a.m.
Oracle OpenWorld Keynote

Moscone North, Hall D

Modern Customer Experience: Welcome to the Age of the Customer

9:45 a.m.–4:45 p.m.
CX @ OpenWorld Exhibition Experience Hours
10:15 a.m.–5:45 p.m.
CX @ OpenWorld Sessions
2:15 p.m.–3:15 p.m.
Dedicated CX @ OpenWorld Exhibition Experience Hours
7:30 p.m.–12:00 a.m.
Oracle Appreciation Event

Sponsored by Intel, CSC and Fujitsu
Treasure Island

Thursday, September 26

9:00 a.m.–4:00 p.m.
CX @ OpenWorld General Session
4:30 p.m.–6:30 p.m.
It's a Wrap!

Oracle Plaza @ Howard Street


Speakers

Customer Speakers

Accenture
ACCOR
AG Interactive
Alaska Airlines
American Greetings
American Red Cross
Ancestry.com
ApexIT
Applico
Avaya, Inc.
Bank of America
Barclays
Bouygues Telecom
Carolina Biological Suppy
Celcom
CGI
Choice Hotels
Comcast
Credit Suisse
Dell
eBay
ec4u expert consulting ag
Everge Group, LLC
Fox Racing
GE Appliances
Glaxosmithkline
Hosting.com
Husqvarna
IEEE
Incontact, Inc.
Infosys Limited
Ingersoll Rand
Intergraph
Intuit
Kohl’s
L-3 Communications
LinkedIn
Lululemon Athletica
Match.com
McAfee
MedicAlert Foundation
Medline Industries
Metro Systems GmbH
Metropolitan State University
Minnesota State Colleges and Universities
Monad
National Pen
Nationwide
NetApp
Nintendo of America
Objectifi
Paccar
Panduit Corp
Petco
Ponder Professional Services
Real Madrid Club de Futbol
Riot Games
Rittman Mead
Room Key
Royal Carribean Cruise Lines
SapientNitro
Serene Corporation
Shaw Communications
Siemens AG
Southwest Airlines
The Church Pension Group
Thomson Reuters Corp
TIAA-CREF
Touchpoint Decisions
University of Colorado
University of Florida
Westpac Banking Corporation
WL Gore & Associates
Yahoo

Oracle Speakers

Balaji Yelamanchili, Senior Vice President, Product Development
David Vap, Group Vice President, Product Development
Meg Bear, Vice President, Oracle Cloud Social Platform
Stephen Fioretti, Vice President, Product Management, Oracle RightNow Cloud Service
Laurent Pacalin, Group Vice President, Product Management
Kenneth Volpe, Senior Vice President, Product Development
Steve Woods, Group Vice President, Software Development

Session Highlights

Keynote Sessions

Monday, September 23

10:15 a.m.–11:45 a.m.
Vision for Enabling Relevant Customer Experience at Scale

Erik Larson, Managing Director, Accenture
Glen Hartman, Global Managing Director, Digital Consulting, Accenture Interactive, Accenture Services Pvt. Ltd.
Steve Woods, Group Vice President, Software Development, Oracle
Stephen Fioretti, VP, Product Management, Oracle RightNow Service Cloud, Oracle
Ken Volpe, Senior Vice President, Oracle
Laurent Pacalin, GVP Sales Cloud, Oracle
David Vap, GVP, Oracle
Meg Bear, Vice President, Oracle Cloud Social Platform, Oracle

View details

Wednesday, September 25

8:00 a.m.–9:45 a.m.
Modern Customer Experience: Welcome to the Age of the Customer

Moscone North, Hall D

Mike McNamara, Chief Information Officer, Tesco Stores
Lars Silberbauer, Global Director of Social Media, LEGO
Matt Atkinson, Chief Marketing Officer, Tesco Stores Ltd
David Vap, GVP, Oracle
Reggie Bradford, SVP, Product Development, Oracle

View details

General Sessions

Tuesday, September 24

8:00 a.m.–9:30 a.m.
Crossing the Customer Experience Chasm

Donald Chesnut, Chief Experience Officer, Sapient Corporation
Brian Curran, Vice President Customer Experience Strategy, Oracle

View details

Commerce

Sales


Marketing


Service


Social


Industries

Industry Showcase Theater

Monday, September 23

12:00 p.m.–12:20 p.m.
CX Marketing: Make Marketing Dollars Count More

Industry Showcase Theater
Moscone West, Level 3

1:00 p.m.–1:20 p.m.
CX Marketing: Get More Loyal Customers

Industry Showcase Theater
Moscone West, Level 3

4:00 p.m.–4:20 p.m.
CX Marketing: Sell the Right Products

Industry Showcase Theater
Moscone West, Level 3

Tuesday, September 24

10:00 a.m.–10:20 a.m.
CX Sales: Maximize Revenue and Optimize Sales Performance

Industry Showcase Theater
Moscone West, Level 3

11:00 a.m.–11:20 a.m.
CX Sales: Sell More Anytime, Anywhere, on Any Device

Industry Showcase Theater
Moscone West, Level 3

12:00 p.m.–12:20 p.m.
CX Sales: Hit Your Target with No Surprises

Industry Showcase Theater
Moscone West, Level 3

3:30 p.m.–3:50 p.m.
CX Sales: Know What to Sell to Your Customers

Industry Showcase Theater
Moscone West, Level 3

4:30 p.m.–4:50 p.m.
CX Sales: Get More Help from Your Marketers and Partners

Industry Showcase Theater
Moscone West, Level 3

Wednesday, September 25

10:00 a.m.–10:20 a.m.
CX Commerce: Make Online Shopping Social

Industry Showcase Theater
Moscone West, Level 3

11:00 a.m.–11:20 a.m.
CX Commerce: Identify At-Risk Customers with Social Media

Industry Showcase Theater
Moscone West, Level 3

1:00 p.m.–1:20 p.m.
CX Service: Help Is a Click Away

Industry Showcase Theater
Moscone West, Level 3

2:00 p.m.–2:20 p.m.
CX Service: Make a Profit from Your Contact Center

Industry Showcase Theater
Moscone West, Level 3

3:00 p.m.–3:20 p.m.
CX Service: Serve Your Customers Anywhere

Industry Showcase Theater
Moscone West, Level 3

4:00 p.m.–4:20 p.m.
CX Social: Use Social Media to Get Ahead of Issues

Industry Showcase Theater
Moscone West, Level 3

Journey Mapping

Don’t miss the opportunity to participate in one of the journey mapping sessions. Customer journey mapping is a hands-on “crash course” showcasing the step-by-step process to take an outside-in approach to mapping the journey your customers have with your brand. You will learn how to:

  • Identify segments/personas and the process for mapping them
  • Map “on-stage”—people, materials, systems, devices, and more
  • Map “back-stage”—people and objects the customer does not see
  • Map feelings and attitudes
  • Evaluate areas of financial success
  • Prioritize moments that matter
  • Analyze functional and emotional needs in a moment that matters
  • Brainstorm innovations to delight the customer and drive financial impact

Journey mapping is the best three hours you can spend to go from thought leadership to action leadership in CX.


CX @ OpenWorld Exhibition Experience

Oracle CX Industry Showcase

In today’s business world, an organization’s success often depends on how it addresses the needs of customers and what kind of end-to-end experience is provided. In this CX Industry Showcase, you will see how industry-specific customer experience solutions come to life with Oracle’s comprehensive CX product portfolio and the expert services of our most strategic partners. Innovative CX solutions for the following industries will be showcased: Airline, Automotive, Communications and Media, Financial Services, Government, Healthcare and Life Sciences, High Tech, Higher Education, Industrial Manufacturing, Media, Retail and Consumer Goods, and Utilities.


CX @ OpenWorld

Exhibition Experience Hours

Location: Moscone West, Level 3

Monday, September 23
11:45 a.m.–5:00 p.m.
*11:45 a.m.–12:30 p.m. (Dedicated Hours)

Tuesday, September 24
9:30 a.m.–5:00 p.m.
3:15 p.m.–3:45 p.m. (Dedicated Hours)

Wednesday, September 25
9:45 a.m.–4:45 p.m.
2:15 p.m.–3:15 p.m. (Dedicated Hours)


CX @ OpenWorld Exhibitor Listing

Exhibitor Location
DigitasLBi
Moscone West 3rd Floor, Booth 4550
Element Solutions
Moscone West 3rd Floor, Booth 4522
NebuLogic Technologies, LLC
Moscone West 3rd Floor, Booth 4530
SapientNitro
Moscone West 3rd Floor, Booth 4540
TOA Technologies
Moscone West 3rd Floor, Booth 4528
Wunderman
Moscone West 3rd Floor, Booth 4532

CX @ OpenWorld Industry Showcase

Partner in Conjunction
with Oracle
Industry Showcase
Accenture
CX for Communications

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Accenture's CX solutions for communications. Learn how these solutions for Communications enable integrated, personalized and optimized interactions across channels for a differentiated and consistent experience. Also learn about how Oracle and Accenture mobilize B2B sales and maximizes growth with a project based governance, collaboration and automation.

Accenture
CX for Public Sector

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Accenture's solution for Public Sector. This solution delivers single point contacts for anyone looking to use citizen services within the city. Oracle and Accenture will show how their customers are using city service to radically transform access to key services. City service is being transformed through a citizen centric approach.

Capgemini
CX for Retail

Moscone West, Lobby Level 3

Read Description

This demonstration will showcase a host of Oracle CX applications and technology and Capgemini O'Commerce solution working together to deliver relevant and personalized retail consumer interactions across social, web, mobile and in-store, delivering added value in the area of CX and speed the time to value for our customers.

Capgemini
CX for Utilities

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Capgemini's solution for Utilities. The Complete CX for Utilities solution addresses advanced customer operations, utilizing CLOUD based customer sentiment monitoring to deliver personalized marketing and customer care, enhanced through analytics and visualization. CX develops cross and multi-channel customer loyalty programs to increase customer satisfaction and market share.

Deloitte
CX for Healthcare

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Deloitte's solution for Healthcare. This solution highlights an easy to use multi-channel solution that creates & delivers marketing, ACO activity, readmission reduction, community wellness, chronic disease management, and Medical Home. It is a transformative solution that meets consumer interest for an easy to access partnership with their healthcare system.

Infosys
CX for Media

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Infosys's Media Consumer Experience. Learn how to build lasting engagement and compelling cross-platform content experiences for media audiences. Blend personalized content delivery with targeted ecommerce and seamless transactions to maximize sales, subscription and advertising revenues, and build consumer loyalty and retention.

Infosys
CX for Sales and Marketing for Manufacturing

Moscone West, Lobby Level 3

Read Description

This demonstration showcases the Oracle and Infosys best-in-class solution relevant for both B2C & B2B Manufacturing Industry segments, covering the complete cross channel experience for all three functions of Commerce, Marketing and Service.

Oracle Only
CX for Higher Education

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle's solution for Higher Education. The Student Experience solution enables institutions to gain competitive advantage by offering an enhanced, relevant & personalized student experience through customer centric, standardized multi-channel processes with actionable insight to improve recruitment, retention and loyalty.

TCS
CX for Airlines

Moscone West, Lobby Level 3

Read Description

This demonstration showcases the Oracle and TCS complete CX solution targeted at the Airlines Industry, covering the complete cross channel experience for all three functions of Commerce, Marketing and Service, leveraging the best of breed Oracle products and TCS Repeatable Offering assets.

TCS
CX for Service for Manufacturing

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and TCS offering best-in-class solutions and services supporting complex assets, contracts, service parts, and warranty that enables comprehensive Sales, Service and Warranty Management based on integrated e-Commerce platform, and B2C-like customer experience for B2B customers.

Wipro
CX for Automotive

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Wipro's best-in-class solutions and services and that enables next generation customer experience management, integrating customer's vehicle diagnostic data and social media posting, improved warranty lifecycle, and high-touch customer service through real time collaboration between OEM and Dealer.

Wipro
CX for Financial Services

Moscone West, Lobby Level 3

Read Description

This demonstration showcases Oracle and Wipro's CX solutions for banking. Come check out CX Accelerator for Financial Services and learn how Oracle and Wipro are helping banks deliver a superior experience to their customers in all touch points throughout the Customer Experience lifecycle, resulting in deeper and broader relationships.


Network

Oracle OpenWorld

Welcome Reception

The Welcome Reception helps kick off the week's activities and events at Oracle OpenWorld. Network, relax, and enjoy plenty of fine music, food, and drink.

When: Sunday, September 22, 7:00 p.m.–9:00 p.m.
Where: Oracle Plaza @ Howard Street and Yerba Buena Gardens


Intel CSC Fujitsu

Oracle Appreciation Event

Sponsored by Intel, CSC, and Fujitsu

Celebrate! Turn off, tune in, and rock out on Treasure Island Wednesday night as Oracle presents a night of music, feasting, and fun. The Oracle Appreciation Event is Oracle's way of saying thank you for your continued support. Don't miss it.

When: Wednesday, September 25, 7:30 p.m.–12:00 a.m.
Where: Treasure Island, San Francisco (complimentary shuttle service provided)


It's a Wrap!

Relax with us as Oracle OpenWorld winds down with the It's a Wrap! celebration. There will be food, drink, and music to appreciate, along with friends new and old.

When: Thursday, September 26, 4:30 p.m.–6:30 p.m.
Where: Oracle Plaza @ Howard Street


Connect With Us Online

Oracle Conferences
Register For Oracle OpenWorld 2013
Sponsor Opportunities