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  • Aggregating customer service emails from multiple ecommerce sites for easy handling

    - by nitbuntu
    For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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  • Aggregating customer service emails from multiple ecommerce sites for easy handling

    - by nitbuntu
    For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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  • Launch Webcast Q&A: Oracle WebCenter Suite 11g - The Platform for the Modern User Experience

    - by howard.beader(at)oracle.com
    Did you have a chance to watch the Oracle WebCenter Suite 11g Launch Webcast yet? Andy MacMillan presented some great information on the webcast and answered quite a few of your questions in the Q&A session as well. For your reading pleasure we have captured a number of the questions and answers and they are summarized below: Question: Can you tell me what should our Portal strategy be for integrating and extending our Oracle enterprise applications? Answer: We recommend that you look at this in two steps, the first would be to ensure that you have a good understanding of our common user experience architecture. Internally our product teams at Oracle are already investing in this quite heavily today for Fusion Applications and this is driving natural convergence from a UX strategy standpoint. The second step would be to look at how best to componentize the back office applications so that the business users across your organization can take advantage of these -- don't make it just about putting a new skin on top of what you already have from an application standpoint, instead look at how best to embed the social computing capabilities as part of the solution for your business users. Question: We are currently using the BEA WebLogic Portal now, should we stay on WLP or should we be looking at moving to WebCenter or when should we move to WebCenter? Answer: Our strategy has been called "Continue & Converge", this theme means that you can continue to use WebLogic or Plumtree portals until your organization is ready to move to WebCenter and in the mean time you can continue to deploy what you need to in your organization of WLP or WCI Portals with the full support of Oracle. In addition WebCenter Services can be leveraged for social computing to complement what you are already doing today and enable your organization to take advantage of some of the latest and greatest social computing capabilities. We have migration scripts and conversion capabilities available as well as programs where Oracle can help you evaluate your options to decide how best to move forward. WebCenter provides the best of the best capabilities and will enable you to take advantage of new capabilities that may not exist in your current portal today. In the end though it's up to you as a customer as to when you want to make the transition to Oracle WebCenter Suite. Question: Can you tell me how is Oracle leveraging WebCenter internally and for its Application and Middleware product UX strategies? Answer: Internally, Oracle is leveraging WebCenter for our employees and thus far we are seeing significant updates with our users taking advantage of the business activity streams, team spaces and collaboration capabilities. From a product strategy standpoint, our product teams are taking advantage of the common user experience architecture and leveraging WebCenter to provide social and collaborative capabilities to the Oracle Applications and providing new types of composite applications with what is coming with Fusion Applications. WebCenter also provides a common user experience across all the products in the Oracle Fusion Middleware family as well. Question: Our organization is currently using SharePoint, but we are also an Oracle Applications customer, how should we be thinking about WebCenter as we move forward? Answer: Great question. Typically, we are seeing organizations using SharePoint for its core use cases of small team collaboration and file server replacement. WebCenter can connect to SharePoint as a content source to feed into WebCenter quite easily and it leverages the robust Oracle ECM product under WebCenter as well. In addition, SharePoint team sites can be connected to WebCenter utilizing our SharePoint connector. With Oracle WebCenter though, we are really targeting business users and enterprise applications, thus affecting positive change on the processes that drive the business to improve productivity across your organization. Question: Are organizations today using WebCenter as a Web platform for externally facing public websites? Answer: Yes, we are seeing a convergence around web content management and portal types of websites with customers converting them from just broadcasting content to making it a much richer personalized experience and also exposing back-office applications as well. Web Content Management capabilities are already embedded in WebCenter so that organizations can take advantage now of the benefits a personalized web experience provides for your customers. This is simply a short summary of a few of the questions addressed on the webcast, please tune in now to learn more about Oracle WebCenter, the user experience platform for the enterprise and the web! The Oracle WebCenter Suite 11g Launch Webcast can be found here

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  • Spirent Communications Improves Customer Experience with Knowledge Management

    - by Tony Berk
    Spirent Communications plc is a global leader in test and measurement inspiring innovation within development labs, communication networks and IT organizations. The world’s leading communications companies rely on Spirent to help design, develop, validate, and deliver world-class network, devices, and services. Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site. After evaluating several solutions, Spirent selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. Oracle Knowledge Management uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features?such as communications industry-specific libraries and federation to search external sources. Spirent has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call?which is significant when multiplied across the thousands of calls received monthly. Oracle Knowledge also helps support engineers find answers more quickly, enabling the company to scale without adding additional support engineers. Oracle Knowledge is integrated with Spirent's Siebel Contact Center implementation to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service. Click here to learn more about Sprient's use of Siebel CRM and Oracle Knowledge Management.

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  • CRM@Oracle Series: Showcasing Innovation with Oracle Customer Hub

    - by tony.berk
    When is having too many customers a challenge? It is not something too many people would complain about. But from a data perspective, one challenge is to keep each customer's data consistent across multiple enterprise systems such as CRM, ERP, and all of your other related applications. Buckle your seat belts, we are going a bit technical today... If you have ever tried it, you know it isn't easy. If you haven't, don't go there alone! Customer data integration projects are challenging and, depending on the environment, require sharp, innovative people to succeed. Want to hear from some guys who have done it and succeeded? Here is an interview with Dan Lanir and Afzal Asif from Oracle's Applications IT CRM Systems group on implementing Oracle Customer Hub and innovation. For more interesting discussions on innovation, check out the Oracle Innovation Showcase.

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  • Customer Experience Metrics That Matter Most

    - by Charles Knapp
    When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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  • Oracle Applications Global User Experience

    - by ultan o'broin
    Today, we're launching Oracle's first ever blog for global user experience (UX) applications issues. We'll be talking about how we design and develop applications for global use, looking at the cultural factors, internationalization (I18n), localization (L10n) and language used for a start. We will also discuss how we study and work with real users so that our customers have applications that allow them to be productive regardless of where they are located in the world. In addition, we will inform you about any globally-related events we know about, and about product features, development frameworks, tools, information and relevant to our worldwide customers. Also, of course, we hope to hear from you, too. If you have anything you want to know about our global user experience, a localization you'd like, or cultural feature you think would be useful, then let us know. If you have any tips or guidelines you'd like to share in this space, then this blog is for you too! As far as global user experience is concerned, you don't have to be lost in translation. Hence the name of the blog!

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  • Learn How to Deliver a Superior Customer Experience

    - by steve.diamond
    That's right. Irene Ng, internationally acclaimed Oracle Web TV superstar, is hitting the Web airwaves again with a highly informative webcast! Tune in to hear Irene interview Steve Fearon, Oracle Vice President of CRM, Europe, Middle East and Africa, and explore how traditional CRM is converging with social networking and mobile technologies to deliver superior customer experiences that drive increased revenue and customer advocacy. And for you folks on the U.S. West Coast who REALLY like to get a jump on your day, we've got even better news. This Web TV event is taking place on June 17th at 2:00 a.m. Pacific time. But remember that for our friends in Central Europe, that is 11:00 a.m. CET. But we'll all be able to view a replay of this Webcast for those of us not awake for the original airing. So sign up now.

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  • Oracle Customer Experience Summit @ OpenWorld

    - by Christie Flanagan
    This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives. If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today:Using the Online Customer Experience to Drive Engagement and Marketing Success Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - GeorgianMariam Tariq - Senior Director Product Management, Oracle Stephen Schleifer - Senior Principal Product Manager, Oracle Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives.Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan ABStephen Fioretti - VP, Product Management, Oracle Peter Doolan - Group Vice President, Sales Engineering, Oracle Andrew Kershaw - Sr Director Business Development, Oracle Marty Marcinczyk - VP Customer Experience Engineering, Comcast A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.

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  • RPG level-experience formula [closed]

    - by Comy
    I want to make an RPG game and I would like an advice on how should I create my level-experience formula. I saw this formula http://rsdo.net/rsdonline/guides/Experience%20formula.html#PHP and I created a formula myself and I want to ask you which would be better. RuneScape rates My rates Level 2 - 83 xp Level 2 - 35 Level 3 - 174 xp Level 3 - 84 Level 4 - 276 xp Level 4 - 150 Level 5 - 388 xp Level 5 - 238 Level 10 - 1,154 xp Level 10 - 1,087 Level 100 - 14,391,160 xp Level 100 - 311,017 As you can see at level 100 RuneScape's xp is very big and my level 100 is equal with RuneScape's Level 61. Is it better if the xp grows very fast at one point or depends on how I make my game?

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  • Travelocity Delivers Superior Customer Experience and Reduces Operating Costs with Oracle RightNow

    - by Tony Berk
    Turning the spotlight to our newest member of the CRM and Customer Experience (CX) family, RightNow, we highlight one of many customer success stories.  Travelocity is a leading provider of consumer-direct travel services for the leisure and business traveler. It markets and distributes travel-related products and services directly to individuals through Travelocity and its various brand websites and contact centers, and websites owned by its supplier and distribution partners. Before RightNow, Travelocity was running one system for its agent desktop and a separate email solution. Toggling between systems was inefficient and cumbersome. The RightNow contact center solution enables Travelocity to react at a moment’s notice and get customers the information they need before, during, and after their trip while maximizing agent productivity and driving revenue. Superior customer experience is one key reason why Travelocity continues to be a leader in the industry. The RightNow contact center solution supports Travelocity across its global brands with multi-channel support to provide superior care however customers communicate with the company—via phone, email, web, chat or mobile. Click here to learn more about Travelocity's use of Oracle RightNow and review other RightNow success stories.

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  • How to justify technology choice to customer?

    - by suslik
    When freelancing / contracting a customer will typically specify functional requirements, acceptance criteria, etc, and the implementation details are in the developer's hands. As a developer your technology choice is a balancing act between what you are most familiar with, technologically what the right tool appears to be, ease of finding coders with this skill and their expense, and a few other factors. I'm in a situation where I have evaluated my options and selected a somewhat obscure open source technology that I believe will get me there faster, easier, and be more maintanable in the long term. It's different, but I think that that is what the requirements call for. The customer has inquired about what I'm going to use to build the solution, and now they are concerned because they've never heard of it before. The reasons for my choice are mostly technical, whereas the customer isn't (but they know some buzzwords!). Explaining these technical reasons will not be easy, and I am not sure if that is the right way to approach this situation anyway. And that's my question: what is the right way to approach this situation so as to cause the least amount of headache for everyone involved?

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  • Clarity of the cloud with Microsoft Learning Experience.

    - by Testas
      while waiting for the Superbowl, I thought I would write this..... 2014 will not only see the release of a new version of SQL Server, but also accompanying this is the release of courses and certification tracks from Microsoft Learning Experience – formerly Microsoft Learning -- that will support the education of SQL Server and related technologies. The notable addition in the curriculum, is substantial material on cloud and big data features that pertain to data and business intelligence. There are entire module/chapters that are dedicated Power BI, SQL Azure and HDInsight. Certifications and courses from Microsoft can get stick – sometimes fair and sometimes unfairly. Whilst I am a massive advocate of community to get information and education. Microsoft’s new courses will bring clarity to the burning topics of the moment and help you to understand the capabilities of Power BI and HDInsight. From a business intelligence perspective there will be three courses: 20463C: Data warehousing in SQL Server 2014 20466C: data models and reports in SQL Server 2014 20467A: Designing Self-Service Business Intelligence and Big Data Solutions These are not the exact titles of the course, but will be confirmed prior to the release. And if you have already completed the SQL Server 2012 or 2008 curriculum, there is an upgrade course from 10977A: Upgrading business intelligence skills from 2008 to 2014. Again this is not the exact title, but these should give you an idea. Look out for announcements from Microsoft Learning Experience….   CHRIS

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  • 2 year degree plus experience vs 4 year degree

    - by CenterOrbit
    Alright, I have searched around a bit on this site and found two somewhat similar questions: Computer Science Programming Certificate vs. Computer Science Degree? Is it possible/likely to be paid fairly without a college degree? But these do not provide an answer specifically to what I am seeking. I have my 2 year A.A.S. Degree in computer programming, along with a networking certificate from a technical college. I also have been working at a small educational game development company for 3 years now in various positions, but steadily moving up and now as a lead programmer on a few projects. Some of the higher programmers I work with claim that no matter how much experience I develop it still will not mean as much as someone with a 4 year degree. Their argument is that most employers will look over my resume because of the common '4 yr' minimum requirement. I have also heard people state (not as many though) that experience is everything and that an employer would rather have someone that has worked in the field instead of a rookie fresh out of college. I have heard both sides of this argument, but am looking for a general consensus, or more arguments from both sides from the people who have been there, or are there.

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  • Workshops, online content show how Oracle infuses simplicity, mobility, extensibility into user experience

    - by mvaughan
    By Kathy Miedema & Misha Vaughan, Oracle Applications User Experience Oracle has made a huge investment into the user experience of its many different software product families, and recent releases showcase big changes and features that aim to promote end user engagement and efficiency by streamlining navigation and simplifying the user interface. But making Oracle’s enterprise software great-looking and usable doesn’t stop when Oracle products go out the door. The Applications User Experience (UX) team recognizes that our customers may need to customize software to fit their work processes. And that’s why we provide tools such as user experience design patterns to help you maintain the Oracle user experience as you tailor your application to fit your business needs. Often, however, customers may need some context around user experience. How has the Oracle user experience been designed and constructed? Why is a good user experience important for users? How does understanding what goes into the user experience benefit the people who purchase the software for users? There’s a short answer to these questions, and you can read about it on Usable Apps. But truly understanding Oracle’s investment and seeing how it applies across product families occasionally requires a deeper dive into the Oracle user experience, especially if you’re an influencer or decision-maker about Oracle products. To help frame these decisions, the Communications & Outreach team has developed several targeted workshops that explore what Oracle means when it talks about user experience, and provides a roadmap into where the Oracle user experience is going. These workshops require non-disclosure agreements, and have been delivered to Oracle sales folks, Oracle partners, Oracle ACE Directors and ACEs, and a few customers. Some of these audience members have been developers or have a technical background; just as many did not. Here’s a breakdown of the kind of training you can get around the Oracle user experience from the OAUX Communications & Outreach team.For Partners: George Papazzian, Principal, Naviscent with Joyce Ohgi, Oracle Oracle Fusion Applications HCM Pre-Sales Seminar:  In concert with Worldwide Alliances  and  Channels under Applications Partner Enablement Director Jonathan Vinoskey’s guidance, the Applications User Experience team delivers a two-day workshop.  Day one focuses on Oracle Fusion Applications HCM and pre-sales strategy, and Day two focuses on positioning and leveraging Oracle’s investment in the Oracle Fusion Applications user experience.  The next workshops will occur on the following dates: December 4-5, 2013 @ Manchester, UK January 29-30, 2014 @ Reston, Virginia February 2014 @ Guadalajara, Mexico (email: Shannon Whiteman) March 11-12, 2014 @ Dubai, United Arab Emirates April 1-2, 2014 @ Chicago, Illinois Partner Advisory Board: A two-day board meeting in the U.S. and U.K. to discuss four main user experience areas for Oracle Fusion Applications: simplicity, visualization & analytics, mobility, & futures. This event is limited to Oracle Diamond Partners, UX bloggers, and key UX influencers and requires legal documentation.  We will be talking about the Oracle applications UX strategy and roadmap. Partner Implementation Training on User Interface: How to Build Great-Looking, Usable Apps:  In this two-day, hands-on workshop built around Oracle’s Application Development Framework, learn how to build desktop and mobile user interfaces and mobile user interfaces based on Oracle’s experience with Fusion Applications. This workshop is for partners with a technology background who are looking for ways to tailor Fusion Applications using ADF, or have built their own custom solutions using ADF. It includes an introduction to UX design patterns and provides tools to build usability-tested UX designs. Nov 5-6, 2013 @ Redwood Shores, CA, USA January 28-29th, 2014 @ Reston, Virginia, USA February 25-26, 2014 @ Guadalajara, Mexico March 9-10, 2014 @ Dubai, United Arab Emirates To register, contact [email protected] Simplified UI Customization & Extensibility:  Pilot workshop:  We will be reviewing the proposed content for communicating the user experience tool kit available with the next release of Oracle Fusion Applications.  Our core focus will be on what toolkit components our system implementors and independent software vendors will need to respond to customer demand, whether they are extending Fusion Applications, or building custom applications, that will need to leverage the simplified UI. Dec 11th, 2013 @ Reading, UK For information: contact [email protected] Private lab tour and demos: Interested in seeing what’s going on in the Apps UX Labs?  If you are headed to the San Francisco Bay Area, let us know. We can arrange a spin through our usability labs at headquarters. OAUX Expo: This open-house forum gives partners a look at what the UX team is working on, and showcases the next-generation user experiences in a demo environment where attendees can see and touch the applications. UX Direct: Use the same methods that Oracle uses to develop its own user experiences. We help you define your users and their needs, and then provide direction on how to tailor the best user experience you can for them. For CustomersAngela Johnston, Gozel Aamoth, Teena Singh, and Yen Chan, Oracle Lab tours: See demos of soon-to-be-released products, and take a spin on usability research equipment such as our eye-tracker. Watch this video to get an idea of what you’ll see. Get our newsletter: Learn about newly released products and see where you can meet us at user group conferences. Participate in a feedback session: Join a focus group or customer feedback session to get an early look at user experience designs for the next generation of software, and provide your thoughts on how well it will work. Join the OUAB: The Oracle Usability Advisory Board meets several times a year to discuss trends in the workforce and provide direction on user experience designs. UX Direct: Use the same methods that Oracle uses to develop its own user experiences. We help you define your users and their needs, and then provide direction on how to tailor the best user experience you can for them. For Developers (customers, partners, and consultants): Plinio Arbizu, SP Solutions, Richard Bingham, Oracle, Balaji Kamepalli, EiSTechnoogies, Praveen Pillalamarri, EiSTechnologies How to Build Great-Looking, Usable Apps: This workshop is for attendees with a strong technology background who are looking for ways to tailor customer software using ADF. It includes an introduction to UX design patterns and provides tools to build usability-tested UX designs.  See above for dates and times. UX design patterns web site: Cut the length of your project down by months. Use these patterns to build out the task flow you need to develop for your users. The patterns have already been usability-tested and represent the best practices that the Oracle UX research team has found in its studies. UX Direct: Use the same methods that Oracle uses to develop its own user experiences. We help you define your users and their needs, and then provide direction on how to tailor the best user experience you can for them. For Oracle Sales Mike Klein, Jeremy Ashley, Brent White, Oracle Contact your local sales person for more information about the Oracle user experience and the training available from the Applications User Experience Communications & Outreach team. See customer-friendly user experience collateral ranging from the new simplified UI in Oracle Fusion Applications Release 7, to E-Business Suite user experience highlights, to Siebel, PeopleSoft, and JD Edwards user experience highlights.   Receive access to the same pre-sales and implementation training we provide to partners. For Oracle Sales only: Oracle-only training on the Oracle Fusion Applications UX Innovation Sales Kit.

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  • Customer won't decide, how to deal?

    - by Crazy Eddie
    I write software that involves the use of measured quantities, many input by the user, most displayed, that are fed into calculation models to simulate various physical thing-a-majigs. We have created a data type that allows us to associate a numeric value with a unit, we call these "quantities" (big duh). Quantities and units are unique to dimension. You can't attach kilogram to a length for example. Math on quantities does automatic unit conversion to SI and the type is dimension safe (you can't assign a weight to a pressure for example). Custom UI components have been developed that display the value and its unit and/or allow the user to edit them. Dimensionless quantities, having no units, are a single, custom case implemented within the system. There's a set of related quantities such that our target audience apparently uses them interchangeably. The quantities are used in special units that embed the conversion factors for the related quantity dimensions...in other words, when using these units converting from one to another simply involves multiplying the value by 1 to the dimensional difference. However, conversion to/from the calculation system (SI) still involves these factors. One of these related quantities is a dimensionless one that represents a ratio. I simply can't get the "customer" to recognize the necessity of distinguishing these values and their use. They've picked one and want to use it everywhere, customizing the way we deal with it in special places. In this case they've picked one of the dimensions that has a unit...BUT, they don't want there to be a unit (GRR!!!). This of course is causing us to implement these special overrides for our UI elements and such. That of course is often times forgotten and worse...after a couple months everyone forgets why it was necessary and why we're using this dimensional value, calling it the wrong thing, and disabling the unit. I could just ignore the "customer" and implement the type as the dimensionless quantity, which makes most sense. However, that leaves the team responsible for figuring it out when they've given us a formula using one of the other quantities. We have to not only figure out that it's happening, we have to decide what to do. This isn't a trivial deal. The other option is just to say to hell with it, do it the customer's way, and let it waste continued time and effort because it's just downright confusing as hell. However, I can't count the amount of times someone has said, "Why is this being done this way, it makes no sense at all," and the team goes off the deep end trying to figure it out. What would you do? Currently I'm still attempting to convince them that even if they use terms interchangeably, we at the least can't do that within the product discussion. Don't have high hopes though.

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  • Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013

    - by Thanos
    High-touch solutions for the complete customer experience How does Customer Relationship Management change in "the age of the customer", or does it at all? Customer relationship management has changed over the past years from a pure "inside out" point of view, where the customer is the center of attention to an "outside in" discipline where the customer has become the driving force. Away from the 360° view, through data to a holistic view of the customer’s journey and experience, through behavioral analysis and interaction across all touch points along a lifecycle of a customer relationship. Learn how this approach, integrating sales, service and marketing channels into one cohesive customer experience can drive customer experience and support acquisition, retention and efficiency in your customer relationship. With Oracle's Sales, Service and Marketing cloud offerings, you can be ahead of the game and provide a consistent and personalized voice to your customers, regardless of which channels you favor and your customers prefer. Integrated, cross-channel campaign automation and service delivery, as well as feedback-loops to sales automation, will provide you with tools to achieve top-of-the-line customer experience. Agenda · Oracle Customer Experience - Introduction into a new take on CRM · Oracle Sales Cloud - Integrated Salesforce Automation · Oracle Marketing Cloud - Cross-Channel Campaign Management · Oracle Service Cloud - Channel-blending in service delivery Delivery Format This FREE online LIVE eSeminar will be delivered over the Web. Registrations received less than 24 hours prior to start time may not receive confirmation to attend. Duration: 1 hour REGISTER NOW For any questions please contact us at partner.imc-AT-beehiveonline.oracle-DOT-com.

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  • Any experience with Mono on production servers?

    - by Jonas
    I am curios to use .NET for some web applications (e.g. ASP.NET MVC 2). However my budget is limited so I would like to use Mono on Linux. I have never used Mono before, and I haven't read about any bigger sites that is using Mono+Linux on the server in production. What's your experience using Mono on Linux in production? How is the performance and stability compared to .NET on Windows Server? Is there any popular sites that is using it in production? Any articles available online were they share their experiences?

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  • Oracle's PeopleSoft Customer Advisory Boards Convene to Discuss Roadmap at Pleasanton Campus

    - by john.webb(at)oracle.com
    Last week we hosted all of the PeopleSoft CABs (Customer Advisory Boards) at our Pleasanton Development Center to review our detailed designs for future Feature Packs, PeopleSoft 9.2, and beyond. Over 150 customers from 79 companies attended representing a variety of industries, geographies, and company sizes. The PeopleSoft team relies heavily on this group to provide key input on our roadmap for applications as well as technology direction. A good product strategy is one part well thought out idea with many handfuls of customer validation, and very often our best ideas originate from these customer discussions. While the individual CABs have frequent interactions with our teams, it's always great to have all of them in one place and in person. Our attendance was up from last year which I attribute to two things: (1) More interest as a result of PeopleSoft 9.1 upgrade; (2) An improving economy allowing for more travel. Maybe we should index the second item meeting-to-meeting and use it as a market indicator - we'll see! We kicked off the day one session with an overview of the PeopleSoft Roadmap and I outlined our strategy around Feature Packs and PeopleSoft 9.2. Given the high adoption rate of PeopleSoft 9.1 (over 4x that of 9.0 given the same time lapse since the release date), there was a lot of interest around the 9.1 Feature Packs as a vehicle for continuous value. We provided examples of our 3 central design themes: Simplicity, Productivity, and lower TCO, including those already delivered via Feature Packs in 2010. A great example of this is the Company Directory feature in PeopleSoft HCM. The configuration capabilities and the new actionable links our CAB advised us on last Spring were made available to all customers late last year. We reviewed many more future Navigation changes that will fundamentally change the way users interact with PeopleSoft. Our old friend, the menu tree, is being relegated from center stage to a bit part, with new concepts like Activity Guides, Train Stops, Related Actions, Work Centers, Collaborative Workspaces, and Secure Enterprise Search bringing users what they need in a contextual, role based manner with fewer clicks. Paco Aubrejuan, our PeopleSoft GM, and Steve Miranda, the SVP for Fusion Applications, then discussed our plans around Oracle's Application Investment Strategy.  This included our continued investment in developing both PeopleSoft and Fusion as well as the co-existence strategy with new Fusion Apps integrating to PeopleSoft Apps. Should you want to view this presentation, a recording is available. Jeff Robbins, our lead PeopleTools Strategist, provided the roadmap for PeopleTools and discussed our continuing plan to deliver annual releases to further evolve the user experience. Numerous examples were highlighted with the Navigation techniques I mentioned previously. Jeff also provided a lot of food for thought around Lifecycle Management topics and how to remain current on releases with a  lower cost of ownership. Dennis Mesler, from Boise, was the guest speaker in this slot, who spoke about the new PeopleSoft Test Framework (PTF). Regression Testing is a key cost component when product updates are applied. This new tool (which is free to all PeopleSoft customers as part of PeopleTools 8.51) provides a meta data driven approach to recording and executing test scripts. Coupled with what our Usage Monitor enables, PTF provides our customers a powerful tool to lower costs and manage product updates more efficiently and at the time of their choosing. Beyond the general session, we broke out into the individual CABs: HCM, Financials, ESA/ALM, SRM, SCM, CRM, and PeopleTools/ Technology. A day and half of very engaging discussions around our plans took place for each product pillar. More about that to follow in future posts.      We capped the first day with a reception sponsored by our partners: InfoSys, SmartERP (represented by Doris Wong), and Grey Sparling  Solutions (represented by Chris Heller and Larry Grey). Great to see these old friends actively engaged in the very busy PeopleSoft ecosystem!   Jeff Robbins previews the roadmap for PeopleTools with the PeopleSoft CAB  

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  • Experience formula with javascript

    - by StealingMana
    I'm having trouble working out a formula using this experience curve to get the total exp after each level. I bet its easy and im just over thinking it. maxlvl = 10; increment = 28; baseexp = 100; function calc(){ for (i = 0;i<(maxlvl*increment);i+=increment){ expperlvl = baseexp + i; document.writeln(expperlvl); } } I figured it out. maxlvl=6; base=200; increment=56; function total(){ totalxp= (base*(maxlvl-1))+(increment*(maxlvl-2)*(maxlvl-1)/2); document.write(totalxp); }

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  • What's your experience with female programmers?

    - by Rachel
    Let me start by saying I'm female, but every single other female programmer I've known has been pretty terrible. The extent of their knowledge seems to be copy/paste and modify some values. Quite often they don't even try to learn new concepts, or understand what they're doing. I'm not saying good female programmers aren't out there, just that the ratio of good/bad programmers seems much worse then males. Perhaps its because everyone feels they have to give female programmers a chance to prove they are not biased? Or is this just me?? What has your experiences been with them? UPDATE: Just want to say thanks for all the responses. I've learned some interesting things and am happy to know that female programmers have such support :) My experience has been very limited with them but all bad, and I agree that it is probably due to my small sample size (around 5). I wasn't trying to be sexist with such a question, I just wanted to find out if it was really that abnormal to be a female programmer. I'm abnormal about a lot of things you'd expect from a female... I play video games in most of my spare time, I liked Math so much I completed my entire math book during christmas break one year (What can I say, I found the subject interesting), I'm not very social, I dislike shopping, I only have 2 pairs of shoes, my significant other doesn't work but does all the housework/laundry/etc... but anyways, thanks :)

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  • Discount Multilingual Day in the Life of User Experience

    - by ultan o'broin
    Super article by the WikiMedia Foundation engineering folks about Designing for the Multilingual Web using the Wikipedia Universal Language Selector user interface as an example. Great ideas about tools that are available, as well as covering the basics of wireframing (mockups), prototyping, and user testing. Lots of inspiration there for developers and builders of apps who want to ensure their user experience (UX) really delivers for a global audience. Check out the use of the Firefox-based Pencil, how to translate your mockups, and how to perform remote user testing using Google+ Hangouts. Paul Giner demonstrates how to translate mockups. A little clunky and homespun in parts (I would prefer if tools such as Pencil or Balsamiq MockUps, and so on, could roundtrip directly from SVG to XLIFF for example, and Pencil doesn't work yet with the latest versions for Firefox) and I am not sure how it can really scales to enterprise-level use. However, the UX methodology is basically sound, and reinforces the importance of designing and testing in more that one language. The most powerful message for me is that you do not need special resources, training or expensive tools to deliver great-looking usable apps if you're a developer. Definitely worth considering if you're building apps out there in the community.

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  • RightNow CX @ OpenWorld: What to Experience

    - by Tony Berk
    We want to welcome our RightNow CX customers to Oracle OpenWorld next week. Get ready for a great week and a whole new experience! For a high level overview of what is going on during the week, please review these previous posts: Is There a Cloud Over OpenWorld? and What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12. Also, don't forget you can add on the Customer Experience Summit @ OpenWorld to make your week even more complete and get involved with the Experience Revolution! Below is a highlight of only some of the RightNow related sessions at OpenWorld. Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity. No better way to start off than hearing where Oracle RightNow is going! Oracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from David Vap and his team of Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers. Interested in the Cloud and want to know why some leading CIOs are moving to the cloud? You can hear first hand from CIOs from Emerson, Intuit and Overstock.com: CIOs and Governance in the Cloud (CON9767) - Oct 3, 11:45 AM.   And of course there are a number of sessions that drill down into more specific areas. Here are just a few: Deliver Outstanding Customer Experiences: Oracle RightNow Dynamic Agent Desktop Cloud Service (CON9771) - Oct 1, 4:45 PM. This session covers how companies have delivered exceptional customer experiences and how the Oracle RightNow Dynamic Agent Desktop Cloud Service roadmap will evolve in the future. The Oracle RightNow Contact Center Experience suite includes incident management, knowledge, guided processes, and other service capabilities to unify the customer experience across channels. Come learn about the powerful tools that enable even your junior agents to consistently provide outstanding service across all customer interaction channels. Self-Service in the Age of Data Intimacy (CON11516) - Oct 1, 3:15. Even though businesses are generating more and more data around their relationships and interactions with customers, very little of the information a business generates ends up available to the contact center and even less is made available to the online service experience. The generic one-size-fits-all approach that typifies most online service experiences ultimately fails to address all user needs, and that failure ultimately leads to the continued use of high-cost agent-assisted channels for low-value interactions. This session introduces Oracle RightNow Web Experience’s Virtual Assistant and discusses how you can deliver rich, engaging, highly personalized experiences with the quality of agent-assisted service at a much lower cost. Improve Chat Experiences: Best Practices for Chat Pilots and Deployments (CON11517) - Oct 1, 4:45 PM. Today’s organizations are challenged to grow revenue and retain customers with fewer resources, and many have turned to chat as an approach to improving the customer experience, increasing sales conversions, and reducing costs at the same time. From setting goals and metrics and training staff to customizing and tuning the solution, this session provides best practices and lessons learned from a broad set of implementations to help you get the most out of your chat solution. Differentiated Experience with Web Service (CON9770) - Oct 2, 1:15 PM. A reputation for excellent customer service can differentiate your brand and drive revenue. In this session, learn how to develop that reputation by transforming your online self-service into a highly interactive, branded customer experience. See live examples of how Oracle RightNow Web Experience has helped customers deliver on their Web service strategies. Unifying the Agent’s Engagement Console (CON11518) - Oct 2, 1:15 PM. Does your customer experience suffer because your agents are toggling between multiple tools? Do your agent productivity and morale suffer as well? Come to this session to learn how Oracle RightNow CX Cloud Service seamlessly unifies these disparate systems into a single engagement console. Regardless of channel, powerful adaptive tools consistently guide agents across contextually aware personalized workflows. Great agent experiences drive great customer experiences. Oracle RightNow CX Cloud Service and the Oracle Customer Experience Portfolio (CON9775) - Oct 3, 10:15 AM. This session covers how Oracle’s integrated suite of customer experience (CX) products fits with the Oracle CX portfolio of products (Oracle Fusion Customer Relationship Management; the Oracle ATG, Oracle Endeca, and Oracle Knowledge product families; and Oracle Business Intelligence) to increase revenues, strengthen customer relationships, and reduce costs across the entire end-to-end customer lifecycle for companies that sell to consumers and those that sell to businesses. Greater Insights from Customer Engagements (CON9773) Oct 4, 12:45 PM. In this session, hear how to leverage service interaction insights, customer feedback, and segmented service engagements to improve the customer experience. Discover how customers, such as J&P Cycles, learn and take action based on business insights gained through their customer engagements. Again, these are just some of the sessions, so check out the Content Catalog for details on Knowledge Management, Customization, Integration and more in the Oracle Develop stream for Customer Experience. Be sure to visit the Oracle DEMOgrounds in the Moscone West Exhibit Hall. If this is your first OpenWorld, welcome! If you are returning, hi again and enjoy!

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  • Webcast: Navigating the Future of Customer Service

    - by Charles Knapp
    Customer service is set to change dramatically over the next five years – and now is the time to ensure you have the tools to help you succeed. On  Wednesday, June 13, join Oracle and Forrester Research to discover what the future holds and learn how you can: Empower your agents Delight your customers Shape your customer service future Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.

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  • The Numbers of Customer Experience

    - by Christie Flanagan
    This week, we’ll be continuing our conversations about Customer Experience (CX) on the Oracle WebCenter blog.  While we all know that customer experience is critically important for acquiring new customers and engendering long term brand loyalty, I thought we could kick this week off by taking a look at the numbers of customer experience.   I’m sure you’ll agree that nothing quite puts things into perspective like numbers and figures. A whopping 86% of consumers say that they are willing to pay more for a better customer experience.  But many companies are failing to step up to the challenge.  And when companies fail deliver on customer experience expectations, they leave money on the table. A huge percentage of customers, 89%, begin doing business with a competitor following a poor customer experience. Breaking up isn’t hard to do and today’s empowered customers have no qualms about taking their business elsewhere when their expectations for customer experience are not met. Over a quarter of consumers, 26%, posted a negative comment on a social networking site like Facebook or Twitter following a poor customer experience. Today, individual customer service failures have the ability to easily snowball.  An unsatisfied customer has the ability to easily share their rancor with their entire social network and chip away at your brand’s reputation. A large number of consumers, 79%,  who shared complaints about poor customer experience online had their complaints ignored.  Companies ignore customer complaints at their own peril.  And unsatisfied customers, when handled effectively, have the potential to become advocates for your brand.  Of the 21% of consumers who did get responses to complaints, more than half had positive reactions to the same company about which they were previously complaining. Half of consumers will give a brand only a week to respond to a question before they stop doing business with them.  The clock is ticking when customers have questions about your brand and a week is an eternity in the realm of customer experience.  The source for these stats is the 2011 Customer Experience Impact (CEI) Report, which explores the relationship between consumers and brands.  The report is based on a survey commissioned by RightNow (acquired by Oracle in 2012) and conducted by Harris Interactive. If you’re interested in seeing more facts and figures about customer experience, download the full report.

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