CX News and Opinion

Amid pandemic, a sea change in personalities

According to a survey conducted by Oracle, 86 percent of Americans saw a change in at least one of the five major “OCEAN” personality traits (openness to experience, conscientiousness, extraversion, agreeableness, and neuroticism) as a result of the COVID-19 pandemic. But there are silver linings.

Oracle CX adds subscription management, 3D ad measurement

Oracle CX has released features to make it easier to set up subscriptions and run analytics on subscriptions in process to predict which customers might not renew. And that’s just a small portion of what’s been released.

Oracle releases update to its subscription management platform

Oracle Subscription Management can provide insights on account health, drawing from information related to finance, supply chain, and customer experience applications.

If you want sellers to sell more, embrace AI

Today’s CRM isn’t cutting it your sales team. Learn why AI needs to be injected into your sales processes to help give intelligent recommendations so that sellers can do what they do best: sell and sell some more.

America’s best loyalty programs

Oracle CrowdTwist Loyalty and Engagement customers have used the solution to offer some of "America’s Best Loyalty Programs."

Katrina Gosek: 'Put customers at the heart of everything you do'

Put customers at the center of everything you do, including marketing, product development, customer service, sales, etc. How can you build something that your customers love and will continue to use if you are not using them as your blueprint?

5 Qs with Rohan Arora on technology for improved consumer connect

Learn how Oracle customer Bausch + Lomb is using Oracle CX and Responsys Campaign Management to simplify the customer’s search for contact lenses and, in turn, helping them to understand their customers better.

Customer experience in 2025: Here’s where we’re heading

Chris McGugan, Oracle SVP and GM for Oracle Service, walks through how COVID-19 will continue to impact our "new normal" when it comes to customer service. It will all come down to digital customer experiences (CX), customer self-service, big changes for contact centers and their agents.

Successful subscription models are like a well-choreographed dance

Katrina Gosek, Vice President of Product Portfolio Strategy, Oracle CX Sales and Commerce, explains how to successfully manage all the data—company-wide—to roll out and maintain a successful subscription management business model.

5 reasons sellers want to ditch their traditional CRM

Traditional CRM systems are not cutting it anymore. There are five big reasons why according to recent research from Beagle Research. But there’s even more you can do to change that.

Know when to use a headless CMS and when it’s not worth it

There are three examples of when a headless content management system (CMS) is a great choice, and three examples of when it’s not worth the investment.

Oracle is turning into a cloud giant. Why its stock is a buy.

Oracle stock is rated as a buy by Barron’s. Called "a new giant" in cloud computing, Barron’s cover story is bullish on Oracle’s cloud software prospects.

The disruptive Larry Ellison: Shatters tradition to reflect new cloud realities

Larry Ellison is reshaping the cloud software landscape by combining/integrating Oracle’s suite of CX cloud applications (sales, service, marketing) with Oracle Data Cloud products and changing the name of this new suite of cloud CX apps from "CX" to "Advertising and CX." And it is more—much more—than a simple name change or shuffling of words.

Oracle’s reinvention

Oracle Customer Experience (CX) updated Oracle Marketing, Oracle Sales, and Oracle Service. Updated customer service features include those that support agent onboarding, enhanced agent consoles with conversational feeds, and holistic account views.

Oracle announces new CX platform updates

Oracle Customer Experience (CX) updated Oracle Marketing, Oracle Sales, and Oracle Service. The updated B2B customer service capabilities include a new intuitive agent console and digital customer self-service features.

Quarantining with my kids: A customer experience lab in my living room

The opportunity to watch your kids close up as they use technology is like running a customer experience (CX) lab right from the comfort of your couch. The future of CX is unfolding right before you. Here’s what Nate Skinner, senior VP of global marketing at Oracle, has learned.

Oracle CX updates focus on loyalty tech, B2B selling, service

In a recent innovation showcase, Oracle announced updates to the Oracle Fusion Cloud CX suite, including features for B2B sales and customer service teams. Innovations that help customer service teams include agent-assist tools and digital self-service tools for automated, rapid customer service.

Oracle announces a series of updates to its Cloud CX offering

Oracle announced the updates to Oracle Cloud Customer Experience (CX). New features been added to Oracle Sales, Oracle Service, and Oracle Marketing speed up sales cycles, resolve customer service inquiries faster, and enhance loyalty marketing initiatives with CDP integration.

Oracle updates CX portfolio with new sales, marketing tools

Oracle announced updates to sales, service, and marketing cloud applications, including to its sales, service, and loyalty applications. Service cloud innovations include improvements to artificial intelligence, advanced knowledge management, digital assistant, and proactive guidance tools.

How Bausch + Lomb adopted direct-to-consumer approach

Instead of depending on its sales channel, the eye healthcare firm is developing its own database of customers to track consumption trends, and using Oracle Responsys Campaign Management to reach out to those customers.

Oracle CMO Ariel Kelman says 2021 will be about investing—and synchronizing—technology

Ariel Kelman, CMO of Oracle, spoke at Adweek Outlook 2021: The Year Ahead in Marketing and Media. During his presentation, he talked about why marketers need to integrate technology into every aspect of their businesses and sync up these new processes and tools.

We’ll never 100 percent go back to the way marketing used to be: Oracle CMO Ariel Kelman

Ariel Kelman, CMO of Oracle, sat down ahead of Adweek Outlook 2021: The Year Ahead in Marketing and Media and discussed the shifts that Oracle has made to support data-driven advertising and marketing (Adtech and Martech) and what’s in store for marketers/agencies in the future.

The best CRM systems of 2020 according to companies using them

SoftwareReview's latest customer rankings have been published in its Emotional Footprint Report on Customer Relationship Management. The report is based entirely on attitudinal data captured from verified owners of each CRM system reviewed. Oracle Sales reigns as one of the top four most popular CRM systems with their users, having the highest combined value index and net emotional footprint scores across all CRM vendors included in the study.

Customer data platform growth continues to boom

Sales of customer data platform solutions have grown in 2020, because businesses are realizing that it’s important to use their data intelligently and efficiently, and CDPs help them do that. Oracle has invested heavily in CDP development.

Businesses counting on new wave of AI-enabled tools to juice sales, reduce customer churn

Oracle is adding new AI features to cloud-based Oracle Sales, and has focused development cycles on AI-infused features to get functionality out to businesses quicker.

Oracle helps organizations tackle B2B challenges

Sales and ecommerce leaders are using more than just CRM systems to support complex sales and ecommerce sales models. It takes a fully connected CRM solution with an integrated customer data platform (CDP) to improve the experience for both sellers and buyers.

New solution from Oracle helps communications industry drive better CX

Oracle has announced a new cloud-based customer experience (CX) solution for the communications industry. Oracle Digital Experience for Communications captures and analyzes customer interaction data from CRM systems and back-office operations to help service providers better understand their customers’ unique buying behaviors and preferences. With this understanding, they can quickly launch compelling new offers and products, provide better customer service, and increase sales.

Oracle helps organizations tackle B2B omnichannel sales and commerce challenges

Katrina Gosek, vice president of product portfolio strategy, Oracle CX Sales and Commerce, highlights the findings in Oracle’s newest research report, Getting Past the Breaking Point, and explains how businesses can use that insight to improve both the online (ecommerce) and offline buying and selling experience.

How to maximize your email results this holiday season

Chad White, head of research at Oracle Marketing Cloud Consulting shares insights on successful email strategies during the holiday—based on Oracle research.

Larry Ellison discusses the future of office work and integrated applications

Larry Ellison, Oracle’s chairman and chief technology officer, shared insights and opinions during a recent discussion with Rob Tarkoff, the executive vice president who leads Oracle’s cloud customer experience (CX) business, which includes sales, marketing, customer service, and ecommerce cloud applications.

Oracle adds sales, commerce tools to CX apps

Oracle has added new sales and ecommerce features to Cloud CX to bolster the virtual buying and selling experience in its duel with SAP.

Oracle CX suite adds tools for sales teams, digital commerce

Oracle has updated both CRM and ecommerce applications as part of an update to Oracle Cloud CX including AI connections, interface upgrades, and more hooks into other CX applications and ERP systems that track inventory availability.

Oracle’s Larry Ellison hosts ‘Future of CX’ event today and Salesforce is looking increasingly complex

Oracle has a plan to help businesses in every industry transform the customer experience. This plan is unique as, unlike Salesforce and other CX players that are only now starting to acquire the industry expertise required, Oracle has been focused on building extremely deep industry domain knowledge for many, many years.

Oracle CX targets communications industry with new apps

Oracle released Digital Experience for Communications, a customized version of Oracle Cloud CX for the telecommunications industry that incorporates the company's customer data platform (CDP).

Larry Ellison takes on Salesforce and SAP as Oracle intensifies CX battle

CRM is more than marketing cloud and sales cloud. It’s about data and a full suite of cloud applications that include CX, ERP, SCM, and the data to support it all.

New study: 66% of sellers would rather clean the bathroom than update their CRM system

Outdated CRM systems are hurting sales teams’ productivity, and some are taking drastic measures, according to a new study conducted by CRM analyst firm Beagle Research Group in partnership with Oracle.

Five aces to overcoming the pandemic for CMOs

Learn how two companies are using CX software from Oracle—marketing cloud, sales cloud, service cloud, and commerce cloud—to gain agility, remain adaptable, stay in alignment, remain authentic, and take the right actions.

Q&A: How ABC Fine Wine & Spirits managed a 2,000 percent spike in ecommerce demand

With COVID-19, the ABC Fine Wine & Spirits had to manage a rapid jump in demand. The retailer created a new position and leaned into its partnership with Oracle to bring BOPIS, delivery and omnichannel capabilities up to speed in a hurry. The effort paid off, and ABC is continuing to refine its efforts amid positive customer response to its initial ecommerce pivot. Read more in the Q&A with VP and Chief Marketing Officer Sean Kelly.