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Five Ideas: Customer Experience

July 2016

“According to a Bain survey, 80 percent of companies say they deliver superior customer service,” Jay Baer, author of Hug Your Haters, told Profit magazine. “But only 8 percent of their customers agree.” How can you be sure you are reaching customers—and meeting their expectations?


Right now you can register for CX @ Oracle OpenWorld, taking place in San Francisco this September to make sure you know what it takes to drive a modern CX organization. Here, discover what experts, including Oracle’s own executives have to say about the increasing importance of stellar service, and how technology can make it easier to connect with your customers.

“Whether companies realize it or not, the role customer service plays in this online real-time customer experience is critical.” Reggie Bradford, Senior Vice President of Product Development, Oracle

“Everybody wants to give their customers rich experiences, make transactions easy, and present a unified vision of their brands across all different touchpoints. Meanwhile, they want to keep costs low and be able to innovate quickly.” —Katrina Gosek, Director of Product Strategy for Commerce, Oracle

“It is a unique situation to apply a customer first mindset when it comes to handling delinquent accounts, but if done correctly, the benefits of such an offering should help to lead to improved contract rates and be a real help to delinquent borrowers.”—Marc DeCastro, Research Director, Consumer Banking, IDC

“It’s essential in the luxury segment of hospitality for the customer experience to be personalized and consistent throughout all our properties. Technology helps us do that by making sure that the right customer data is available to the right employees at the right time. That’s our ultimate goal.” —Vineet Gupta, CIO, Fairmont Raffles Hotels International

“Our platform allows our clients to make data-driven decisions in all these areas by listening to their customers and letting customers tell them what does and doesn’t work best.” —Tim Brown, Group Vice President of Product Development, Oracle

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