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Intelligent Service in the Experience Economy

13 October, 2020 | Original broadcast

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Today, service managers must meet customer expectations and reduce costs while managing remote teams and employee safety. Learn how new digital technologies and access to data can help your service organization evolve to address new requirements.

Mastering Customer Signals in the Experience Economy (24:33)

As CX professionals look towards recovery and reinvention, they rely on customer signals to guide them. Learn how to interpret those signals so you can meet expectations and position your company for growth.

Rob Tarkoff, Executive Vice President, Oracle CX and Data Cloud

Discover the Path to Delivering Intelligent Service (12:04)

Changes in customer expectations, compounded by disruptive technologies and increased preferences for digital channels, have placed massive pressure on service organizations. Learn how we help you innovate step-by-step.

Petra Bikkembergs, EMEA Community & Product Lead, CX Service

Why Field Service Keeps the World Running (7:52)

Field service engagements are inherently complex at their core. Learn how to bridge inventory management, route automation and optimization with team collaboration, customer expectation management, and compliance and safety.

John Ranalli, Outbound Product Management, CX Field Service

Field Service Expert Panel (33:52)

Listen to field service leaders from Bosch Thermotechnology, Vodafone Portugal, everis Italia and Telekom Romania and learn how you can leverage data better and gain more customer intelligence.

Marcel Sven Torrent, Bosch Thermotechnology, Service Planning Manager
Andrei Popovici, Telekom Romania, Chief Officer Local Sales & Customer Operations
Sergio Galo, Vodafone Portugal, Mgr. Service Delivery & Technical Support
Nicola Grillo, Everis Italia, Head of Industry
Hein Van Der Westhuizen, Oracle Field Service, European Director of Sales

Customer Service Leaders Panel (39:08)

Hear from senior service leaders at Panasonic, Parship Group, Nokia and the CCA Global about how they increase efficiencies and customer satisfaction.

Sara Eklung, Director CX Strategy B2C, Oracle EMEA
Anne Marie Forsyth, CCA Global, Chief Executive
Albert Klotz, Parship Group, Director Customer Service
Pasi Wirkkala, Nokia, Head of Enterprise Business Management
Adam Neale, Panasonic, Regional IT Suppory Senior Manager

Service Signals and the Impact of the Experience Economy (25:49)

Hear Oracle’s Chris McGugan share his thoughts on the future of customer service and how businesses must understand the signals their customers are sending to truly revolutionize their customer experience.

Chris McGugan, Senior Vice President, Oracle CX Service
Jeff Wartgow, Vice President, Product Management, Oracle


Forrester Wave: Customer Service Solutions

See Forrester report to find out latest vendor rankings and customer service trends to watch.


CX Customer Webinar Series

Join our upcoming live webinars and virtual events or watch on demand at a time convenient to you, and learn how to harness data to understand your customers and power real-time customer experiences, orchestrated across Marketing, Sales and Service.