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The Age of the Customer | Oracle Customer Experience (CX)

Age of the Customer

The Age of the Customer:
The top 10 learnings from

Connect strategy with culture, goals with engagement and values with actions to improve retention

To be successful, you must become customer obsessed

“Go ‘to customer’ rather than ‘to market’ – and base your planning on the needs and preferences of your customers”

Peter O’Neill, VP, Research Director, Forrester

Don’t just say you’ll put your customers first – do it

“Only a small number of businesses are actually doing it. The key is making customer-centricity the responsibility of the entire organisation and not just a few departments”

Daniel Newman, Forbes

The customer is always one step ahead, so stay agile

“The holy grail is to be 100% responsive to customer expectations, but that’s almost impossible – so you have to keep on shifting and growing”

Yunus Ozler, Partner, Ernst & Young

Empathy is vital to creating rewarding customer experiences

“When you are empathetic toward your customers you understand their full lives – and therefore designing a rewarding experience for them is simple”

Brian Solis, Digital Analyst

Loyal customers don’t exist

“There is no loyalty towards brands. If we switch brands we don’t feel the psychological counterbalance of shame and guilt about the company we’re leaving behind”

Philip Graves, Consumer Behaviour Consultant

Your customers expect a personalised experience

“In an era where customers value tailored experiences, personalisation is not just a nice-to-have option, but a must-have marketing strategy”

Daniel Newman, Forbes

Engage everyone, especially your employees

“Companies continue to flounder because, while IT is delivering innovation, employees are not engaged with the customer processes that matter”

Michael Maoz, Vice President and Distinguished Analyst, Gartner Research

Strongly define your business and its USP

“Only 40% of sales leaders said their reps had a strong understanding of their company’s differentiation”

Mark Kovac, Bain

Engage customers on their terms, not yours

“Buyers increasingly use mobile touchpoints, self-service, and digital channels to interact with companies – and most sales organisations can’t support this”

Kate Leggett, VP and Principal Analyst, Forrester

Advanced software will help people do what they do best

“Lead management and Configure, Price and Quote are the hottest technologies in 2015. If you don’t have any of these on your roadmap, you may be playing it too safe”

Ed Thompson, Kimberly Collins, David Kohler, Brian Manusama and Tad Travis, Gartner via Louis Columbus, Contributor, Forbes

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