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News and Opinion

What Is Customer Experience (and Why You Should Care)

10/21/19

Des Cahill, vice president and head CX evangelist of Oracle CX Cloud and CxOTalk's Michael Krigsman discuss why this topic is important, the challenges in making customers happy, and what brands can do about it.

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Oracle Uses AI to Improve Complex Case Management Software

10/17/19

Complicated, years-long cases are common in health and human services. To help government organizations manage them more effectively, Oracle introduced new functionality to its CX for Public Sector platform.

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Customer Relationships: One Size Doesn't Fit All

10/17/19

Oracle EVP of CX and Data Cloud Rob Tarkoff discusses recent consumer research that shows that brands aren't always meeting their customers' expectations, despite the tools and resources at hand.

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Oracle Buys CrowdTwist to Help its CX Customers Boost Customer Loyalty

10/02/19

Oracle purchased CrowdTwist Inc., the leading cloud-native customer loyalty solution. Oracle plans to enhance its Customer Experience Cloud by integrating CrowdTwist with Oracle’ Responsys, Eloqua, and CX Unity platforms. The integration will make it easier to tailor its CX portfolio for specific customer’s needs.

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Oracle and Deloitte Help Brands Realize the Potential of CDPs

09/30/19

Oracle and Deloitte announced a collaboration to help brands combine data and decision-making to deliver more personalized and contextual experiences across the customer journey.

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Pictures at an Oracle Exhibition: OpenWorld 2019

09/30/19

According to ZDN contributer Paul Greenberg, ”Oracle OpenWorld was a stunning confirmation that Oracle is undergoing what is best characterized as a contemporary Renaissance.”

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With Customers, One Size Doesn’t Fit All

09/26/19

According to a consumer research report by CustomerBliss Founder and President Jeanne Bliss and Oracle CX, the journey a customer takes with a brand has never been more personal and subjective than it is now—and the intergenerational expectations have never been more diverse.

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Oracle Named a Leader Again in 2019 Gartner Magic Quadrant for Digital Commerce

09/26/19

Here’s why Oracle was named a leader in Gartner’s 2019 Digital Commerce Magic Quadrant for the 10th consecutive evaluation.

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Embracing the Experience Economy: Exclusive Q&A with Oracle’s Rob Tarkoff and Michael Krigsman of CxOTalk

09/23/19

CX industry analyst and CxOTalk podcast host Michael Krigsman interviewed Rob Tarkoff, EVP and GM of Oracle CX and Data Cloud, to explore the experience economy and understand how organizations can thrive in it.

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CDP Market Heats Up with New Capabilities from Oracle CX

09/19/19

Along with the new enhancements to its customer data platform, Oracle has announced the first customers for CX Unity, which builds on the data and marketing products the company has developed and acquired over the past eight years.

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Oracle OpenWorld 2019: Customer Experience Shifts Up a Gear at Ferrari

09/18/19

A new CRM tool, based on Oracle CX, is helping the Italian supercar company and its dealerships stay in touch with high-profile, high-net-worth customers worldwide.

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Oracle Announces CX Cloud Updates at Oracle OpenWorld 2019

09/17/19

Oracle announces the latest updates to CX Cloud, including digital assistants for sales, customer service, and marketing, data-enriched B2B sales capabilities, and industry-specific solutions for telecom and media, financial services, and the public sector.

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When Manufacturers Set Up in Mexico, Vesta's Facilities Help Keep Them There

09/05/19

Vesta, a leading industrial real estate company in Mexico City, replaced all of its on-premise business systems by upgrading to a single platform in the Oracle Cloud.

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The State of Customer Experience: 3 Important Stats You Need to Know

08/30/19

Jeanne Bliss, president of CustomerBliss and CX pioneer, discusses her new research study with Oracle that examines cross-generational customer preferences, behaviors, and expectations.

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3 Things Generation Z Wants from Their Shopping Experiences

08/29/19

Gen Z might be the youngest group of consumers, but they’re also the generation that’s paying the most attention to their customer experience says recent research conducted by Oracle in partnership with Jeanne Bliss of CustomerBliss. Find out what’s driving these young consumers.

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How to Deliver Individual Experiences on a Global Scale: Tips from a Borderless Brand

8/15/19

Payoneer operates across 200 countries, connecting 4 million users in more than 70 languages and 150 currencies. This SmarterCX article outlines their tips in providing personalized experiences on a global scale.

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Jeanne Bliss of CustomerBLISS: Delivering Great Customer Experiences Starts with Showing Them Real Respect

8/09/19

Brent Leary and Jeanne Bliss discuss the findings of a recent Oracle CX research report that surveyed 1,100+ consumers across four generations in the United States.

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Consumers Have Little Patience for Brands

8/05/19

This Yahoo! Finance story highlights recent Oracle CX research that shows how consumers are shunning retailers and brands that don't meet their expectations.

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3 Ways the Experience Economy Is Fundamentally Changing CX

8/02/19

In a video interview by CXOTalk, Michael Krigsman discusses the unique challenges facing companies today with Rob Tarkoff, executive vice president and general manager of the Oracle Customer Experience Cloud group.

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From Gen Z to Boomers, 82% of Consumers Have Been Disappointed by Brands

7/31/19

A recent consumer research study conducted in partnership with customer experience expert Jeanne Bliss reveals three ways that CX is vital to a brand and how consumers of all ages are responding.

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How Brands Can Regain Consumer Trust

7/31/19

According to research from Oracle, customers are turning their backs on traditional business models and demanding higher standards from brands.

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In the Philippines, Payoneer Helps Lift Rural Poor

7/09/19

Payoneer uses Oracle Service Cloud to help Filipino freelancers and entrepreneurs, including the rural poor, participate in the global gig economy.

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Boosting Customer Satisfaction Through Predictive Service

06/24/19

Rob Tarkoff, executive vice president and general manager of Oracle Customer Experience Cloud and Oracle Data Cloud, discusses the evolving role of customer service and the essential role it plays in today’s experience economy.

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Oracle Joins Forces with Accenture and Capgemini to Rethink the Customer Data Platform Market

06/19/19

Oracle is collaborating with Accenture and Capgemini to help companies better navigate the customer data platform market by offering more advanced digital marketing and customer experiences across the entire customer journey.

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Survey Says Connected Devices Will Best Predict What Customers Are Likely to Buy

06/18/19

A recent survey commissioned by Oracle and ESG Research examines how emerging technologies such as the Internet of things, artificial intelligence, digital assistants, and augmented reality will affect customer loyalty and brand performance within the next five years.

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Radius Bank Redefines Community on Its “Branchless” Banking Platform

06/07/19

Radius Bank recently implemented Oracle Service Cloud to monitor and respond to phone, email, and chat questions and comments from its customers. With the new platform, the bank can immediately detect if a customer is planning to leave for a competitor and work quickly to either solve the problem or escalate it to an agent.

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How to Empower Agents to Become Super Agents

05/28/19

Destination CRM and Oracle’s Daniel Foppen, senior principal product manager of Oracle Customer Experience, discuss how customer service agents should be shifting their attention from productivity to delivering a personalized and connected customer experience.

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In a World of Voice-Activated, “Pageless” Services, Your 20-Year-Old Apps Can’t Keep Up

05/20/19

Many companies are operating on back-office software systems that were implemented 15 or more years ago. With the demands of customer service changing, companies are reevaluating their business process flows and transforming the entire enterprise to better understand their customer’s intent.

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Oracle’s CX Strategy Points Towards Real-Time Responses

05/09/19

As data increasingly becomes key to an effective CX implementation, Rob Tarkoff, executive vice president of Oracle Customer Experience Cloud, points to the technology Oracle is focusing on to win over corporate customers.

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With Youth Sports Booming, a Small-Town Manufacturer Looks to Win Big

04/03/19

In this Forbes story, Sportable Scoreboards discusses their complete digital transformation to win a larger share of the burgeoning youth sports market.

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Oracle Takes Next Steps Toward the Customer Data Platform

04/01/19

Oracle CX Unity is designed to provide enterprises with data-driven contextual insight on the customer.

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Five Ways to Deliver Customer Amazement in a Modern CX World

03/31/19

Industry influencer Shep Hyken outlines how automation, chatbots, and AI help deliver an exceptional customer experience.

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CRM Playaz at Modern Customer Experience Conference

03/26/19

CRM Playaz Brent Leary and Paul Greenberg sit down with Rob Tarkoff, executive vice president of Oracle Customer Experience Cloud, to discuss Oracle’s approach to delivering a CX platform to customers and the role Oracle CX Unity plays in delivering customer insights.

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Oracle Talks CX Experience at Modern Customer Experience Conference

03/25/19

ZDNet’s Michael Krigsman outlines Oracle’s approach to customer experience, emphasizing real-time, personalized CX, which requires data, personalized content, and more.

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Oracle Digital Assistant Unifies Use of Enterprise Chatbots

03/25/19

Oracle Digital Assistant allows users to create digital assistants with multiple chatbots that are capable of handling different tasks to increase worker productivity.

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Best Customer Case Management: The 2019 CRM Service Leaders Awards

03/25/19

Oracle was named a leader in the 2019 CRM Service Leaders Awards for customer case management.

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Best Web Support: The 2019 CRM Service Leaders Awards

03/25/19

Oracle was named a leader in the 2019 CRM Service Leaders Awards for web support.

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Best Contact Center Search: The 2019 CRM Service Leaders Awards

03/25/19

Oracle was named a leader in the 2019 CRM Service Leaders Awards for contact center search.

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Best Contact Center Analytics: The 2019 CRM Service Leaders Awards

03/25/19

Oracle was named the “one to watch” in the 2019 CRM Service Leaders Awards for contact center analytics.

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Oracle Extends Slack Partnership with Customer Experience Integrations

03/21/19

Oracle Customer Experience Cloud will allow sales staff to share intel about prospects and close deals faster with a new partnership with Slack.

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Why Sportable Scoreboards Moved to Cloud ERP, and What They’ve Learned About Change

03/21/19

diginomica’s John Reed interviewed Oracle customer experience customer, Sportable Scoreboards, about their manufacturing business and why a move to Oracle Cloud Applications was key to their growth.

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Oracle Updates CX and Marketing Cloud, Unveils Service Logistics Cloud

03/20/19

Oracle announced sales-oriented updates for Oracle Customer Experience Cloud, updates for Oracle Marketing Cloud, the introduction of Oracle Service Logistics Cloud, and an integration between Oracle CX and Slack.

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The “C” in Customer Experience (CX) Means Consistency

03/12/19

Every customer experience is unique and depends on multiple factors. However, all CX professionals agree that to build genuine customer relationships, CX must be consistent.

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CRM Watchlist 2019: And the Winners Are…

02/11/19

Oracle Customer Experience was named a winner in Paul Greenberg’s CRM Watchlist 2019, highlighting Oracle’s focus on the Experience Economy.

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Can Oracle Service Cloud Help Solve a Midwife Crisis?

01/29/19

Western Sussex’s Family Assist leverages Oracle Service Cloud to deliver a self-service resource that allows expecting families to ask questions and seek advice during pregnancy and as the child grows.

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Electronics Company Chooses Integrated CRM for All CX Needs

01/24/19

Schenck Process, a growing global industrial engineering and tech company, decided to invest in Oracle Customer Experience Cloud products (instead of Salesforce) to integrate its CRM functionality and better focus on the customer experience.

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Customer Platform Helps Panasonic Crush Europe’s Rugged Device Sector

01/23/19

With a common platform, Panasonic can align its marketing, sales, and service teams to close more net new business and proactively uncover sales opportunities.

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3 Surprising Retail Trends That Emerged from NRF’s Big Sky

01/23/19

ADWEEK interviewed Oracle’s Katrina Gosek, senior director of product management for Fusion CX strategy, who emphasized that personalization and customer experience are still key, while the hype around voice commerce is only rising.

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NRF 2019: Retailers Harness Data to Better Personalize Customer Experience

01/15/19

Oracle’s Katrina Gosek, senior director of product management for Fusion CX strategy, discusses why, when choosing a technology infrastructure, businesses should carefully weigh the appropriate data mix needed to meet their goals.

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NRF 2019: What’s the Most Impactful Technology in Retail in 2019?

01/15/19

BizTech Magazine spoke with Oracle’s Katrina Gosek, senior director of product management for Fusion CX strategy, who noted that smart speakers and the rise of conversational commerce is the most impactful retail technology she expects to see in 2019.

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Seen and Heard: National Retail Federation Big Show 2019

01/15/19

At NRF 2019, Oracle’s Bob Meixner, director of outbound product management for Fusion CX strategy, asserts that younger employees, accustomed to certain levels of technology, will be unlikely to stay with an organization utilizing outdated tools.

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Oracle Commerce Cloud Solution Adopted by Things Remembered

01/11/19

Retailer Things Remembered recently selected Oracle Commerce Cloud to improve its business and bolster customer engagement with an enhanced online and in-store experience.

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Laura Ashley Streamlines Omnichannel Customization

01/11/19

With franchisees in 29 territories internationally, Laura Ashley is leveraging Oracle Commerce Cloud to enable customers around the globe to create and purchase made-to-order products online.

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Cities Move 311 Systems to the Cloud, Improve Citizen Services

01/11/19

StateTech Magazine highlights the city of San Jose (California), an Oracle Service Cloud customer, and its innovative 311 use case and front door services.

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What’s the Next Big Thing in CX?

01/08/19

As emerging disruptive technologies like IoT, robotic automation, AI, and more are poised to change the way businesses and consumers interact, today’s CX environment continues to evolve thanks to the introduction of new ways for companies to engage their target market.

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The Cost of Customer Service Software—Cloud versus On Premises

01/07/19

SmarterCX weighs in on different styles of customer service technologies and the pros and cons of on premises and cloud.

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4 Key Innovations That Made a Splash in 2018

12/26/18

SmarterCX looks back at 2018’s biggest innovations, as chatbots took customer service to the next level and machine learning helped brands work smarter.

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In an Experience Economy, You Are Competing with Every Company

12/19/18

Which-50 interviews Oracle’s Jeff Wartgow, senior director of product management for Fusion CX strategy, on how to succeed in the experience economy where brands not only compete in their respective verticals but also engage with the consumer market on any given day.

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Subscription Services Are Coming to an Industry Near You

12/04/18

Shifting from selling one-off products to selling products as subscriptions presents vast opportunities for companies if they can address the pricing, billing, monitoring, revenue management, and other monetization systems that support such complex selling models.

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Oracle CX Unity Looks Like a Real Customer Data Platform

11/26/18

Highlighting Oracle Cloud Applications, CustomerThink praised Oracle CX Unity as a unified persistent customer database accessible by other systems, with machine learning to boot.

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Oracle Is Named a Leader in Forrester’s Latest CRM Suites Evaluation

11/08/18

Oracle is top ranked in its current offering category, receiving the highest possible scores in the sales force automation, configure price quote, marketing automation, customer service, and field service criteria.

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Oracle Launches a “CDP-Plus” for Its Cloud Platforms

10/22/18

Oracle CX Unity provides the first single customer profile across the company's platforms, plus adds intelligence for utilizing the data.

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City of Albuquerque Hires Alexa to Help with Service Requests from Residents

10/05/18

ZDNet interviews the City of Albuquerque, an Oracle Service Cloud customer, on their award-winning and innovative approach of integrating Alexa into their 311 Contact Center strategy.

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Empowering the Next Generation of Field Service Technicians with Augmented Reality

09/25/18

Oracle Senior Product Manager John Ranalli discusses how augmented reality will soon play an important role in training the next generation of tech-savvy field technicians.

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Future of Customer Experience

09/06/18

CXOTalk’s Michael Krigsman interviews Des Cahill, head CX evangelist at Oracle, on how companies can improve their customer experience to meet evolving consumer expectations.

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Worldwide Customer Service Takes Cultural Sensitivity

07/01/18

destinationCRM interviews Oracle’s Daniel Foppen, senior principal product manager, Fusion CX Strategy. He advises global companies to adopt an integrated and agile customer service platform. The results include various business benefits and consistent customer experiences.

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Albuquerque Amazon Alexa Skill Takes Heat Off Call Center

05/25/18

The City of Albuquerque, an Oracle Service Cloud customer, aims to improve citizen services and reduce call center volumes by integrating Alexa into its service strategy.

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Fanatics Aims to Speed Up its Customer Service Response Time

04/19/18

Fanatics, a sporting goods etailer, expands its use of Oracle CX products to improve contact center efficiencies.

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