By Rob Tarkoff, EVP and GM, Oracle CX Cloud—Mar 19, 2019
Change is accelerating. Expectations are skyrocketing. Nothing is predictable. The clock is ticking. The one truly finite resource is slipping through our fingers.
But what if Father Time was on our side? What if we had the time to stop and think about what’s truly possible? What if we had the time to make every single customer interaction really matter? And what if we could give time back to our prospects and customers?
I ask because CX is a race against time. It’s no longer about cutting cost or revenue acceleration; instead it’s about the ability to recapture time. And this is not just a speed and efficiency game. It’s about the time to respond, time to purchase, time to anticipate, and time to learn. It’s about looking at the world through your customers’ eyes and asking yourself: Is every experience that my brand delivers worth the time a customer invests with me?
Time is the currency of the Experience Economy. It’s now. It’s urgent. And it’s the context that has shaped the latest updates to the Oracle Customer Experience (CX) Cloud, which we are announcing this week. Let me dive in.
Long gone is the idea of a linear “customer journey.” The world simply doesn’t operate that way anymore. Instead, there’s a new science to sales, and the new data and artificial intelligence updates built into Oracle CX Cloud will help our customers master it. Our new Sales Planning offering brings advanced data science to commission modeling, sales forecasting, and territory segmentation—allowing data and algorithms to optimize revenue generation. Also, new integrations with Oracle DataFox, which provide clean, accurate and enriched B2B data to power AI and machine learning capabilities, will help sales teams expand their total addressable market and further increase efficiency.
No one wants to be a “target.” No one wants to be “marketed” to. We all know this is true. It wastes our time. That’s why the latest updates to the Oracle Marketing Cloud enable marketers to go beyond traditional approaches to audience targeting and segmentation. By leveraging rich, contextual behavioral insights from across channels, the updates will help marketers take advantage of real-time, contextual customer data to deliver a seamless and hyper-personalized experience every time they interact with customers.
We don’t want to press 4 for customer service. We don’t want to be put on hold and transferred to the customer service team. We don’t have the time to search for service, and that’s why we are introducing Oracle Service Logistics Cloud. It brings together customer field service and supply chain teams to capture, diagnose, and resolve customer issues quickly and in the most cost-effective way possible. And this solution is an industry first.
As customer expectations change, the way we work together is changing as well. To help bring teams together so everyone can focus on the customer, we are introducing new integrations with Slack. The integrations are another industry first and will help sales and customer service professionals improve collaboration and increase productivity. It’s really cool stuff and is just one example of how we continue to work with partners to help our customers easily take advantage of emerging technologies and meet the demands of the Experience Economy.
In addition to all the different updates, this is a time to learn. At Modern Customer Experience in Vegas this week, we are bringing together thousands of customer experience professionals from across our ecosystem to explore revolutionary concepts, create amazing new experiences, and discuss the power of Oracle CX Cloud. And if you really want to learn from the best of the best, be sure to check out the 2019 Markie Awards.
It’s your time. It’s our time. It’s exciting. It’s scary. But imagine if you will, a world where experiences are ambient, and at the same time, invisible. A world where time is the currency of great customer experiences. It’s where we are going as an industry. It’s a radically different way of thinking about how we interact with customers. Let’s lead it together.