Oracle Customer Experience Event: Empowering People, Powering Brands

Improving the customer experience is now the key differentiator when it comes to acquiring new business, accelerating retention rates and improving operational efficiency and sales. In fact, with 86% of customers saying they would stop doing business with a company after just one bad encounter, it has never been more important.

To highlight some of the challenges in supporting a simple, integrated customer experience – and to showcase some of the solutions available to support its delivery – Oracle is hosting a one-day summit at London’s Royal Garden Hotel. The day offers a premium networking opportunity and the chance to hear from Oracle experts and Colin Shaw, CEO of Beyond Philosophy and former SVP of Customer Experience for BT.

A number of our key partners will also be hosting a series of interactive breakout sessions that will discuss how the customer experience can be improved across a number of areas and sectors, including B2B integrated sales and marketing, the public sector and commerce.

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Agenda
08:30 – 09:30	Registration, networking and CX showground
09:30 – 09:45	Oracle welcome and introduction, Karen Clarke, VP Applications, Public Sector & Healthcare, UK & Ireland, Oracle
09:45 – 10:30	Keynote speaker: Colin Shaw, CEO, Beyond Philosophy The seven key strategic questions that are critical to improving your CX
10:30 – 11:00	Platinum sponsor: Deloitte Customer-centricity and embedding it into your organisation’s DNA
11:00 – 11:20	Coffee break
11:20 – 12:00	Oracle keynote speaker: Anthony Lye, Senior Vice President, Cloud Applications Strategy, Oracle How Oracle powers Customer Experience through connected engagement, optimised execution and actionable insight
12:00 – 12:30	CX Customer Story: Bill Hopkins, Operations Director, thetrainline.com Powering Customers to Effortless Service
12:30 – 13:15	Networking lunch and CX showground
13:15 – 14:15	Interactive breakout session 1
14:15 – 14:30	Coffee break
14:30 – 15:30	Interactive breakout session 2
15:30 – 16:30	President’s closing remarks, Mark Hurd, President, Oracle The CX Revolution
16:30 – 17:30	Networking drinks and CX showground

Guest Speaker

Karen Clarke, VP Applications, Public Sector & Healthcare, UK & Ireland, Oracle

Karen Clarke is the Vice President responsible for Oracle’s Comms, Media, Utilities and Public Sector Applications business in the UK, Ireland and Nordics.

Karen joined Oracle’s Public Services team in 1997, where she initially spent 5 years working with many key clients across the sector. Karen subsequently managed Oracles’ Retail and Manufacturing business through numerous acquisitions, before returning to lead the Public Services business in 2007. In 2011 her role was extended to cover the Nordics region and in 2012, to encompass the Comms and Media business.

Karen represents Oracle on a number of customer boards and is a member of the Intellect Public Sector Council. This year Karen completed a Level & Certificate in Non-Executive Directorship and sponsors Oracle’s Customer at the Centre Programme.

Colin Shaw, CEO of Beyond Philosophy

Colin Shaw is founder and CEO of global customer experience consultancy Beyond Philosophy, which has worked with companies including American Express, FedEx and T-Mobile. It specialises in helping organisations create deliberate, emotionally engaging customer experiences that drive value, reduce costs and build competitive advantage.

He has authored four internationally bestselling business books, including: Building Great Customer Experiences (2002), Revolutionize Your Customer Experience (2005), The DNA of Customer Experience: How Emotions Drive Value (2007), and Customer Experience: Future Trends & Insights (2010).

Prior to launching Beyond Philosophy, Colin held a number of managerial positions at BT, including roles in sales, marketing and customer service. He was ultimately appointed Senior Vice President of Customer Experience, where he led a team of 3,500 employees worldwide.

Colin will discuss the seven key strategic questions that are critical to improving your CX.

These critical questions look at CX from a different perspective, and are:

who are your customers?
what customer experience are you trying to deliver?
what emotions are you trying to evoke?
what is the subconscious experience you are delivering?
what do your customers really want and does this drive or destroy value?
is your experience deliberate?
just how customer-centric is your organisation?

Jack Smith, Deloitte

Jack is a Senior Manager in Deloitte Digital for the user experience and creative groups. His client delivery is focused on the management of digital and multi-channel commerce transformation programmes from strategy development to delivery. Key clients have included Sainsbury’s, Clarks Shoes and most recently John Lewis where he led the replacement of JohnLewis.com of Oracle ATG.

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

Prior to joining Oracle in 2006, Mr. Lye was the group vice president and general manager of CRM products at Siebel Systems, responsible for Siebel’s vertical and horizontal CRM application technologies.

Prior to Siebel, Mr. Lye spent six years as president and CEO of ePeople, a company he ran with help and investment from David Stamm, founder of Clarify, and Steve Goldsworthy, founder of Vantive. Prior to ePeople, Mr. Lye was the vice president of marketing at Categoric Software in the enterprise event management business. He also spent five years at Remedy Corporation, where he served as senior director and general manager for global major accounts, strategic alliances, and international business operations. Mr. Lye also worked in product marketing at Tivoli Systems, and he also served as a management consultant focused on distributed systems at Arthur Anderson (now Accenture) in the financial services vertical in London and New York.

My Lye will explain just why customer experience is mission critical to any organisation’s strategy and how leading companies are putting the customer right at the heart of their business. He will explore why CX is a continuous process, with organisations needing to focus on customers as they travel through circular ‘buying’ and ‘owning’ phases.

You’ll also learn how Oracle’s complete CX suite:

delivers great experiences across the customer lifecycle
supports every interaction point between your organisation and customers
produces measurable business results through accelerated acquisition and retention levels
increases operational efficiencies and total sales

Bill Hopkins, Operations Director, thetrainline.com

Bill Hopkins joined Trainline Holdings ltd in 2002 and has played a key role in the building and development of the UK’s largest on-line rail retailer. He has 25 years of experience in contact centre management, having worked in all positions ranging from a telesales agent to customer services director. He worked in the Guardian Media Group where he progressed through the organisation working in several positions including telesales agent, team leader, trainer and telesales manager. From 1992 to 1993 he was a management consultant at IMR Consultancy, working on a number of projects to improve operational efficiency and effectiveness of client organisations. In 1994 he joined Cable & Wireless Group, where he worked as a Business Analyst at Mercury Communications, Head of Planning and Forecasting at o.tel.o GMBH (Germany), Head of Service Centre Development at Cable & Wireless (Jamaica). Prior to joining TTL he was VP for Customer Care & Billing responsible for contact centres managing 15 European countries at KPN Qwest. Bill has an MBA from Manchester Business School.

Take your pick

Attend two of the five interactive breakout sessions Oracle and our partner sponsors are running in the afternoon. These will feature a number of customer stories, giving you the chance to hear about CX in the following areas:

Commerce: how to connect through all touchpoints to maximise customer engagement
e2x
Find out how to use an accelerator like RoadRunner to increase speed-to-market, reduce integration costs and lower risk when launching simultaneously in multiple territories.

Service and support: how to gain that vital single view of the customer across all your channels
Andy McDonald, Director of Multi-Channel & Strategy, Teleperformance
Today’s customers are demanding services that are informative, accessible, secure and convenient. This session will explore the resources you’ll need to have in place to promote loyalty and confidence, while driving profitability, increasing productivity and ensuring employee satisfaction.

Marketing and loyalty: how to drive retention and acquisition through better planning, execution and management
Tom Burrell, Global CRM Director, LBi
Customer loyalty is a combination of brand satisfaction and regular purchase. This session will share customer experience best practice, including the steps required to implement a successful loyalty strategy, and case studies showing the approach in action.

B2B integrated sales and marketing: how to achieve consistent engagement across customer experience lifecycle touchpoints, with insight into customer expectations and optimised execution on sales
Deepak Thuse, Fusion Architect, Oracle Consulting Service, UK
This session will investigate the rich new functionality and features of Oracle Fusion CRM. Find out how to make the most of your Fusion investment with tailored implementation packages, close links to Product Management and Engineering, and delivery and advisory solutions that suit your way of working.

Public sector: how CX can help to drive national and local government agendas and improve cost effectiveness
Patrick Nash, Chief Executive, Connect Assist and Kian-Garin de Loach, Head of Communications Services, Sussex Police
This session will focus on how public services can deploy digital technology to improve user experience and cut costs. It will draw on examples from the NHS Occupational Health Service and Sussex Police to show how public sector organisations are already deploying such solutions.

Sponsors

Platinum Sponsor:

Deloitte

Gold Sponsors:

e2x

Teleperformance