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Five Ideas: Customer Experience


March 2015

The launch of Oracle Hospitality combines the deep domain expertise of MICROS, acquired by Oracle in 2014, with the power of Oracle’s scale and innovation, to help customers succeed in an environment that has been fundamentally changed by the rise of social, mobile, and cloud technologies.

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“We have assembled a strong team of industry veterans who wake up every day and focus on one thing and one thing only—how do we help our hospitality customers succeed in providing their guests a great experience,” says Mike Webster, senior vice president and general manager, Oracle Retail and Hospitality. Here, learn more about how Oracle Hospitality helps hotels, casinos, table and quick-service restaurants, sports and entertainment venues, and cruise operators better serve their guests. Plus, hear from other executives, including Oracle’s own experts, about how technology can help business leaders meet customer demands.

“Oracle Hospitality delivers solutions that allow our hospitality customers to compete more effectively in a business landscape that has been wholly reshaped by disruptive technologies.” Bob Weiler, executive vice president, global business units, Oracle

“Today, digitally savvy customers expect a personalized experience that consistently flows across every customer touchpoint, from mobile devices to physical locations. It’s a huge change that has profoundly affected how customers interact with any brand.” —Tania Weidick, Oracle vice president

“We live in a right-now world where people expect immediate satisfaction. That expectation has transferred over to packages and mail. People want to know where their packages are. What day is it going to arrive? What hour will it be delivered, so I can make sure somebody’s there to receive it? That has driven us to decrease latency in our systems, and to make them real-time and more transparent.”—Dan Houston, manager of data management services for the USPS

“In the twentieth century, it was cost-prohibitive to look at your entire data set, so most companies would take a representative sample. Now, you can analyze the entire customer population, over a longer period of time. The advantage is a much more precise analysis, not just in terms of overall estimates but also getting detailed information on individual customers.” —Paul Sonderegger, big data strategist at Oracle

“Does your organization truly care about customer success? Can your customers articulate how you help them create measurable business outcomes? These are just some of the questions you need to ask to find out whether you can ‘walk the talk.’” —Jeb Dasteel, Oracle senior vice president and chief customer officer, and Amir Hartman, cofounder and managing director of Mainstay

 
 
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