By Carol Hildebrand
Digital disruptors like mobile, social, and cloud are reinventing how businesses engage with customers, making Oracle OpenWorld the perfect destination for customer experience (CX) innovators. From next-gen technologies that drive sales productivity to strategies to make customer service a key differentiator, Oracle OpenWorld has all you need to help your company unleash an innovative customer experience.
Start with keynotes by Larry Ellison, Mark Hurd, and other top brass, and be sure to attend Monday’s general session on CX, as Oracle Vice President Aaron Shidler and a panel of CX practitioners kick off the week with a close look at successful CX transformation. The rest of the week is packed with strategic road maps, vibrant user discussions, and hands-on learning opportunities, including these sessions:
Sunday’s User Group Forum is a good place to learn about the variety of Oracle user groups and meet with peers and subject-matter experts, including a meet up designed specifically for attendees involved in CX—Service.
3:30 p.m. | Moscone West, room 3007
Interested in discussing how to leverage Oracle Sales Cloud? There’s a meeting for you, too.
8:00 a.m. | Moscone West, room 3000
Monday kicks things into high gear with a general session on Oracle Sales Cloud from Deloitte Digital’s Group Vice President Bill Hunt and Design Team Director Nelson Kunkel, who will look at the roadmap for Release 12, along with the latest integration developments.
1:00 p.m. | Moscone West, room 2003
From there, learn how industry leaders are reinventing the service experience for the future as a panel of executives from leading brands discuss how their teams are game-planning the future.
2:45 p.m. | Moscone West, room 2006
Or, drill down into Oracle Sales Cloud’s analytics innovations, one of seven roadmap sessions for Oracle Sales Cloud.
2:45 p.m. | Moscone West, room 2004
Then round off the day with Oracle Vice President Davin Fifield, who will explain how policy automation can help provide personalized service to customers and be very profitable to your business.
4:00 p.m. | Moscone West, room 2016
For employees of midsize companies, Scott Creighton, Oracle product management vice president, leads an Oracle Sales Cloud panel discussion that analyzes the unique CX challenges and requirements in the midsize market.
4:00 p.m. | Moscone West, room 2014
Scott Creighton, Oracle's vice president for product management, leads a panel that analyzes the unique CX challenges and requirements in the midsize market.
Tuesday’s schedule contains some compelling customer perspectives, starting with a panel discussion that examines the challenges of digital transformation from a sales perspective.
11:00 a.m. | Moscone West, room 2003
Also at that hour, executives from American Airlines and Eaton Corporation will share insights on the pursuit of CX excellence in the digital age and overcoming industry-specific disruptions.
11:00 a.m. | Moscone West, room 2006
From there, Deloitte Digital presents a case study that focuses on the transformation of an inside sales team of a large oil field services organization that built relationships like its outside sales colleagues.
2:15 p.m. | Moscone West, room 2003
Later that afternoon, execs from DISH Network and Oracle will give an in-depth discussion on how DISH Network is pioneering modern field service operations.
4:00 p.m. | Moscone West, room 2016
And finally, round off the day with a couple of fascinating options. The first is an overview on how Sirius XM Radio built a modern cross-channel customer engagement center with Oracle Service Cloud.
5:15 p.m. | Moscone West, room 2006
For those with a marketing background, CMO + CIO = Modern Customer Experience is a must-see session that examines how a successful partnership between CMOs and CIOs is resulting in new, improved—and, in some cases, transformed—customer experiences.
5:15 p.m. | Moscone West, room 2001
Focus on CX Hands-on Labs
Wednesday offers an introduction to how communications service providers leverage Oracle Customer Experience to boost brand loyalty and improve operational efficiency.
11:00 a.m. | Moscone West, Room 2003
From there, dive into findings from Nucleus Research on the top five ROI factors to maximize your investment in Oracle Sales Cloud.
12:15 p.m. | Moscone West, room 2003
The day moves on with a recipe for enabling change with knowledge management from a panel of Oracle customers.
1:45 p.m. | Moscone West, room 2016
At the same time, attendees with a yen for integration can get valuable insight on next-gen CX cloud applications integration from Oracle Senior Vice President Michael Weingartner.
1:45 p.m. | Moscone West, room 2002
Later on in the afternoon, you’ll have a chance to check out how Oracle Sales Cloud Service for Financial Services helps retail banks take their customer experience to the next level.
3:00 p.m. | Moscone West, room 2004
And finally, those in the communications industry should hit up an overview of the product features, availability, and roadmap for Oracle Cloud Communications Services, built specifically to support this industry.
4:15 p.m. | Moscone West, room 2004
Thursday rounds out the week with a series of engaging sessions. For starters, take the opportunity to flip the script by hearing a group of customers pose their CX questions to Oracle Customer Experience product development leadership.
9:30 a.m. | Moscone West, room 2014
Later on, we shine the spotlight on migrating from Salesforce.com to Oracle Sales Cloud in a session that outlines Oracle’s innovative migration process.
10:45 a.m. | Moscone West, room 2003
Noon brings a couple of intriguing options. For one, you can dive into a session on how to improve service engagements with cross-channel capabilities such as chat and cobrowse.
12:00 p.m. | Moscone West, room 2006
If you are looking for sales insights, this session brings together a panel of partner experts to explain how Oracle Sales Cloud addresses customer demands for modern selling and modern user experience.
12:00 p.m. | Moscone West, room 2003
After the final lunch break, hear from CX experts on how to break down information silos to build an end-to-end customer journey that extends from acquisition to the final mile of field service.
2:30 p.m. | Moscone West, room 2005
If you’re a full conference attendee, don’t miss the Oracle Appreciation Event being held Wednesday October 28 from 6:30 p.m. to 12:00 a.m. on Treasure Island (buses depart at 5:30 p.m.). Wristbands are required.