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By Rick O’Herron
Improving customer experience (CX) has moved to the top of the CEO’s agenda. Organizations are under pressure to innovate and deliver better products and services faster to please fickle consumers, who are empowered with price information at their fingertips and can switch brands instantly. Leaders are pushed to grow the business while also striving to create wonderful customer experiences that create loyal, profitable customers.
Technology can level the playing field regardless of company size or location. But building a competitive advantage in the digital age means excelling at using data. How can data help you provide better customer service and upsell new products? Are your teams effective at engaging customers while internally communicating across programs, channel boundaries, and geographies? What are you doing to help create a superior experience for your customers?
Business, marketing, and IT leaders from around the world will explore these questions at CX Central @ OpenWorld in San Francisco September 18 to 22.
Do Your Organization’s CX Skills Make You a Contender or a Pretender?
CX is the new customer battlefield and CIOs must be leaders when it comes to creating a better customer experience. It’s not about building a better mousetrap—it’s about refining data to better understand audiences and provide them with what they want.
At this year’s Oracle OpenWorld:
- Attend the general session “CX as a Competitive Advantage” to hear Rondy Ng, Oracle senior vice president of applications development, discuss how CX will be the #1 technology investment priority for CEOs globally during the next five years.
- Don’t miss industry analyst Ray Wang’s talk with Oracle vice presidents Des Cahill and Madhukar Kumar about which CX technologies and practices will have the most impact on consumers and employees in the next five years.
Great CX Starts with Data Expertise
Are your organization’s data skills honed to sharp precision, or are they dull? Oracle OpenWorld offers several sessions with Oracle Data Cloud executives to help your organization develop better data analysis and CX strategies.
- Check out how Oracle Data Cloud is helping organizations identify and connect the right customers with the right message across channels.
- Hear what Clorox, one of the world’s top brands in the consumer packaged goods industry, has learned during its data-driven marketing journey to create efficiencies and reduce costs while winning customers.
Every Customer Journey Starts with a Single Step
Whether your company is a data master of the universe or you’re just getting the enterprise resource planning system to talk to its first data silo, there’s plenty to learn from other customers’ CX journeys at Oracle OpenWorld.
To understand how to create a customer-centric ecommerce strategy, attend the general session “Redefining Digital Ecommerce for 2020” with leaders from Oracle, plus partners and a customer.
If you want to better sell and achieve CX objectives, attend the session “Customer Experience Sales—A Modern Way to Sell.” Oracle executives will be joined by Gerard Spans, CIO for global design and engineering firm Arcadis.
- Related: Register for Oracle OpenWorld 2016
Join any of several presentations by Oracle customers who faced the challenge of harnessing their proprietary data into a competitive weapon. Find out how they created winning customer strategies that increased profit, loyalty, and new opportunities.
Additionally, Oracle executives will provide comprehensive overviews of how Oracle Consulting can help simplify your migration to Oracle Cloud and ways that the next generation of modern customer service is being designed to create great customer experiences.
This year, Oracle OpenWorld offers more than 200 sessions focused on CX, from high-level strategic sessions to granular discussions about how CX impacts sales, service, ecommerce, marketing and social media, and data. Browse the full list.
- Related: Find out how Oracle CX cloud solutions helped Oracle transform its sales process.
Rick O'Herron is director of web content strategy at Oracle.
