Special Report: Customer Experience

June 2013

According to a 2013 Oracle survey, 93 percent of executives say improving customer experience is one of their organization’s top three priorities in the next two years.

What should they focus on first?

“If you really want to achieve great customer experience, then you’re going to figure out a way to make the customer the most important element of your organization,” says Chris Bright, director of interactive applications at Expedia.

Here learn more from Bright about the smart strategies – and Oracle technologies – Expedia leverages for continuous improvement. Plus, Profit talks to other thought leaders about how to align business and IT initiatives for better CX.

A Better Experience
Expedia’s CX maven Chris Bright focuses on continuous improvement — and big data — to help customers have better vacations.

Six Best Practices for Empowering the Customer Experience
Accuracy, consistency and continuity are essential to meet customers’ changing needs.

Four Steps to Ensure Your IT Projects Sync With Your CX Strategy
The solution is to submit any new customer-facing IT system, whether web, phone, or in-store, to the following four tests: Why, What, Who, Whether.

CX Success: How to Align Business and IT
Managers need to consider which key interactions generate the most value for their customers.

The Inside Guide to Total Customer Experience
A fellow Chief Customer Officer and recognized expert on customer experience management, Bob Hayes recently published Total Customer Experience, a new book examining best practices to build businesses around the customer.

Innovator's Playbook: British Telecom on Customer Experience
Webcast on demand: Forbes contributor Bob Evans talks with BT Group's Jean-Marc Frangos to learn how BT is leveraging cloud, mobile and social to provide an outstanding customer experience.

Getting On Board With Customer Experience
“Whether you’re a B2B or a B2C, best practices show that developing a superior focus on customer experience starts with treating your employees well,” writes Jeb Dasteel, senior vice president and chief customer officer at Oracle.

Five Ideas: Taking Care of Customers
In February, Oracle announced the release of Oracle RightNow Cloud Service. Here, learn more about this release, plus get other advice for using technology to keep today's customers happy.


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