Oracle Press Release

Oracle President Mark Hurd to Kick Off the Oracle Customer Experience Summit @ OpenWorld 2012

Featured Speakers Include Leading Customer Experience Thought Leader Seth Godin

Redwood Shores, CA – September 26, 2012

News Facts

Today, Oracle announced that President Mark Hurd will open the Oracle Customer Experience Summit @ OpenWorld, which will take place in San Francisco October 3 – 5 at The Westin Saint Francis, Union Square during Oracle OpenWorld 2012.
Renowned customer experience thought leader and marketing guru Seth Godin will join visionaries from Temkin Group, Forrester Research, Inc. and Gartner, Inc. to share insights to help attendees succeed in the Experience Revolution—the new era of the empowered consumer.
Conference goers will also have the opportunity to hear from several Oracle customers including Haworth, ICT Distribution, Intuit, Nikon, Quiksilver, Royal Caribbean, Sephora, Southwest Airlines and Subaru of America.
The Oracle Customer Experience Summit @ OpenWorld includes more than 40 sessions and is organized into four session types across five tracks, which include:
Chief Experience Officer
Marketing and Sales
Service and Support
Commerce and Loyalty
The Oracle Customer Experience Summit will also feature Innovation Tents located in one of San Francisco’s iconic locations, Union Square, where attendees will witness the latest in customer experience innovation and technology. Exhibitors include SapientNitroSM, Accenture, Razorfish, Neosperience (mobc3), Shoptouch, Comufy and LBi. Attendees will meet with these industry experts in an environment designed to inspire guests with cutting-edge technology and visionary ideas.
SapientNitroSM, part of Sapient, a leading integrated marketing and technology services firm and Oracle Solutions Partner, is a proud sponsor of the Oracle Customer Experience Summit. 
Register for the Oracle Customer Experience Summit here.

Oracle Customer Experience Summit @OpenWorld Featured Speaker Lineup

Wednesday, October 3 | 12:30 p.m. - 2:30 p.m. | Westin St. Francis - Grand Ballroom

    The Experience Imperative: Oracle President Mark Hurd will kick off the Oracle Customer Experience Summit by defining the experience imperative. He will be joined by several customer experience thought leaders who will provide demonstrations and insights important to helping brands deliver on their customer experience promise. Presenters include:

    o Anthony Lye, Senior Vice President, Cloud Applications Strategy, Oracle

    o David Vap, Group Vice President, Oracle

    o Mike Svatek, Chief Strategy Officer, Bazaarvoice

    o Robin Huisking, Director, Global Customer Relationship Management Systems, Stryker

    o Jeff Lawson, CEO and Founder, Twilio

Wednesday, October 3 | 3:45 p.m. - 4:45 p.m. | Westin St. Francis - Grand Ballroom

Leading the Experience Revolution: Seth Godin has been called “America’s Greatest Marketer” by American Way magazine. He will discuss how rapidly accelerating change and technology adoption are driving new behaviors and higher expectations in which the customer holds the power.

Thursday, October 4 | 11:15 a.m. - 12:15 p.m. | Westin St. Francis - Grand Ballroom

Knowing How to Engage as the Chief Experience Officer: Forrester Research, Inc.’s principal analyst for customer experience, Paul Hagen, will take the stage to outline how Chief Experience Officers must continuously assess customer needs and work to eliminate the gap between customer expectations and their organization’s ability to deliver.

Thursday, October 4 | 2:45 p.m. - 3:45 p.m. | Westin St. Francis - Grand Ballroom

Designing and Innovating Customer-Centered Experiences: Kerry Bodine, vice president and principal analyst serving customer experience professionals, Forrester Research, Inc. will discuss how organizations must identify experience issues and opportunities and design experiences that deliver value to customers as well as the business. This session presents the foundations for how meaningful and valuable experiences are defined, designed and developed.

Thursday, October 4 | 5:30 p.m. - 6:30 p.m. | Westin St. Francis - Grand Ballroom

Surviving a Customer Experience Transformation: CX Transformist and Temkin Group Founder, Bruce Temkin, will reveal how customer experience can transform a business. This session will cover the fundamentals of preparing for and managing the realities and politics of cross-organizational change, moving customer experience from a business strategy to a core organizational competence that drives sustainable business advantage and results.

Thursday, October 4 | 1:30 p.m. - 2:30 p.m. | Westin St. Francis - Elizabethan CD

Increasing Conversion Rates through Cross-Channel Experience: Gene Alvarez, research vice president, Gartner, Inc. will moderate a panel discussion about today’s sophisticated consumer, who demands user-centric, anytime, anywhere information, and expects that their experience on a mobile device, online, or in-store be interchangeable. This panel will focus on the critical steps every organization must take to drive business results while delivering engaging, consistent, channel- optimized user experiences.

Thursday, October 4 | 1:30 p.m. - 2:30 p.m. | Westin St. Francis - Elizabethan AB

Leveraging Social Insights For A Complete View Of Your Customer: John Carroll, CEO, The Service Council, will explore how to capture and gather social insights and connect with customers via social channels to achieve meaningful engagements and stronger relationships.

Friday, October 5 | 2:00 p.m. - 3:00 p.m. | Westin St. Francis - Elizabethan AB

Knowledge Management in a Social World: Greg Oxton, executive director, Consortium for Service Innovation, will lead a roundtable discussion that covers the convergence of customer support and communities and social media, as well as some of the methods being deployed that empower effective knowledge management through crowd-sourced wisdom.

Supporting Quote

"We’ve gathered some of the best and brightest customer experience thinkers to share their knowledge with attendees at the Oracle Customer Experience Summit @ OpenWorld,” said Anthony Lye, senior vice president, Cloud Applications Strategy, Oracle. “These interactive sessions are designed to power brands to meet the customer experience imperative, which has rapidly surfaced as a central and significant competitive differentiator.”

Supporting Resources

Oracle Customer Experience on Facebook, Twitter, YouTube

About Oracle OpenWorld

Oracle OpenWorld San Francisco is the largest and most important educational and networking event of the year for Oracle technologists, customers, and partners. This information technology event is dedicated to helping businesses optimize existing systems and understand upcoming technology breakthroughs. The conference, which draws more than 50,000 attendees from over 140 countries, offers more than 2,100 educational sessions, 400 product demos, exhibitions from 450 partners showcasing applications, middleware, database, server and storage systems, industries, management and infrastructure – all engineered for innovation. Oracle OpenWorld 2012 is being held September 30-October 4 at The Moscone Center in San Francisco. For more information or to register, please visit Watch Oracle OpenWorld keynotes, sessions and more live on YouTube. Join the Oracle OpenWorld discussion on Twitter, Facebook and the Oracle OpenWorld Blog.

About Oracle

Oracle (NASDAQ: ORCL) is the world's most complete, open, and integrated business software and hardware systems company. For more information about Oracle, visit


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