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• C++ expert without work experience

  - by Rahul singh

  In the absence of real world application experience can I become a c++ expert? In case I become what are my prospects?

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• Oracle ties social, CRM, analytics products to customer experience

  - by Richard Lefebvre

  Oracle will embark on a new product strategy that centers on customer experience management, an approach driven by the company’s many recent acquisitions.  The new approach, announced by the company Monday night, will be seen in an expansive suite that features familiar Oracle products -- such as its Fusion CRM platform -- and offerings the company recently gained through acquisitions, including FatWire, RightNow and Vitrue. Billed as Oracle Customer Experience (CX), the suite enables businesses to respond to a market centered on the customer experience, said Anthony Lye, the company’s senior vice president of CRM. Companies “are very aware their products are commoditizing,” Lye said in an interview last week, referring to how the Web and social media channels have empowered customers. Customer experiences start and mature outside of CRM, and applications today need to reflect that shift, Lye said. Businesses thus need to step away from a pure CRM model, he said. Oracle claims CX will improve customer experience management by connecting businesses with customers across Web sites and social channels. Companies can create a single, real-time view of the customer and use predictive analytics of interactions to strengthen the customer experience, Oracle said. “Companies have to connect with their customers wherever, whenever and however they want,” Lye said. “They have to know and understand their customer.” Lye promoted Oracle CX as a suite that will work across channels to complement the company’s applications. A new strategy has been “cooking” for years now, but the acquisitions Oracle has made over the past two years made the time right for a “unique collaboration,” Lye said. CX includes basic Oracle CRM solutions such as Siebel and the new Fusion Apps. It also includes the company’s MDM products, Enterprise Data Quality, Customer Hub and Product Hub. And the suite is rounded out by the services that Oracle recently bought, transactions that created or enhanced the company’s presence in social, marketing, e-commerce and customer service. For instance, FatWire provides tools for marketing. ATG focuses on e-commerce. And RightNow specializes in customer service. Two recent acquisitions -- Collective Intellect and Vitrue -- gave Oracle a seat at the social table. Collective Intellect is a social intelligence program, and Vitrue is a social marketing and engagement platform. Those acquisitions have yet to be finalized. Oracle hopes to eventually integrate the two social offerings, as well as most of the other services, into the CX suite. CX can integrate on Oracle’s standard middleware, and can give users a lower TCO by leveraging it as a single stack on premise or as a cloud solution. Lye deferred questions about the pricing of CX, and instead pitched Oracle’s ability to offer multiple customer experience solutions in one suite. Businesses have struggled with the complexity of infrastructure and modern services that communicate with customers, Lye said. “They’ve struggled to pull all these things together. We’ve done that,” he said. Stephen Powers, a research director at Forrester Research Inc. in Cambridge, Mass., said it’s not surprising for Oracle to offer the CX suite and a related customer experience strategy.  “They’ve got CRM, ATG, FatWire. Clearly, it’s been the strategy for them,” he said. But the challenge for Oracle, and for any other vendor that has gone on an “acquisition spree,” is to connect its many products, Powers said. “The portfolio has to be more than the parts. They’ve got to realize the efficiencies and value of having these pieces to tie them together,” he said. “The proof is in the pudding. Adobe has done a nice job in its space with the products they’ve got. Now, Oracle has got to show it has something.” Albert McKeon (SearchCRM) Published: 25 Jun 2012 : http://searchcrm.techtarget.com/news/2240158644/Oracle-ties-social-CRM-analytics-products-to-customer-experience

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• User Experience Highlights in PeopleSoft and PeopleTools: Direct from Jeff Robbins

  - by mvaughan

  By Kathy Miedema, Oracle Applications User Experience  This is the fifth in a series of blog posts on the user experience (UX) highlights in various Oracle product families. The last posted interview was with Nadia Bendjedou, Senior Director, Product Strategy on upcoming Oracle E-Business Suite user experience highlights. You’ll see themes around productivity and efficiency, and get an early look at the latest mobile offerings coming through these product lines. Today’s post is on the user experience in PeopleSoft and PeopleTools. To learn more about what’s ahead, attend PeopleSoft or PeopleTools OpenWorld presentations.This interview is with Jeff Robbins, Senior Director, PeopleSoft Development. Jeff Robbins Q: How would you describe the vision you have for the user experience of PeopleSoft?A: Intuitive – Specifically, customers use PeopleSoft to help their employees do their day-to-day work, and the UI (user interface) has been helpful and assistive in that effort. If it’s not obvious what they need to do a task, then the UI isn’t working. So the application needs to make it simple for users to find information they need, complete a task, do all the things they are responsible for, and it really helps when the UI just makes sense. Productive – PeopleSoft is a tool used to support people to do their work, and a lot of users are measured by how much work they’re able to get done per hour, per day, etc. The UI needs to help them be as productive as possible, and can’t make them waste time or energy. The UI needs to reflect the type of work necessary for a task -- if it's data entry, the UI needs to assist the user to get information into the system. For analysts, the UI needs help users assess or analyze information in a particular way. Innovative – The concept of the UI being innovative is something we’ve been working on for years. It’s not just that we want to be seen as innovative, the fact is that companies are asking their employees to do more than they’ve ever asked before. More often companies want to roll out processes as employee or manager self-service, where an employee is responsible to review and maintain their own data. So we’ve had to reinvent, and ask,  “How can we modify the ways an employee interacts with our applications so that they can be more productive and efficient – even with tasks that are entirely unfamiliar?”  Our focus on innovation has forced us to design new ways for users to interact with the entire application.Q: How are the UX features you have delivered so far resonating with customers?  A: Resonating very well. We’re hearing tremendous responses from users, managers, decision-makers -- who are very happy with the improved user experience. Many of the individual features resonate well. Some have really hit home, others are better than they used to be but show us that there’s still room for improvement.A couple innovations really stand out; features that have a significant effect on how users interact with PeopleSoft.First, the deployment of PeopleSoft in a way that’s more like a consumer website with the PeopleSoft Home page and Dashboards.  This new approach is very web-centric, where users feel they’re coming to a website rather than logging into an enterprise application.  There’s lots of information from all around the organization collected in a way that feels very familiar to users. In order to do your job, you can come to this web site rather than having to learn how to log into an application and figure out a complicated menu. Companies can host these really rich web sites for employees that are home pages for accessing critical tasks and information. The UI elements of incorporating search into the whole navigation process is another hit. Rather than having to log in and choose a task from a menu, users come to the web site and begin a task by simply searching for data: themselves, another employee, a customer record, whatever.  The search results include the data along with a set of actions the user might take, completely eliminating the need to hunt through a complicated system menu. Search-centric navigation is really sitting well with customers who are trying to deploy an intuitive set of systems. Q: Are any UX highlights more popular than you expected them to be?  A: We introduced a feature called Pivot Grid in the last release, which is a combination of an interactive grid, like an Excel Pivot Table, along with a dynamic visual chart that automatically graphs the data. I wasn’t certain at first how extensively this would be used. It looked like an innovative tool, but it wasn’t clear how it would be incorporated in business process applications. The fact is that everyone who sees Pivot Grids is thrilled with that kind of interactivity.  It reflects the amount of analytical thinking customers are asking employees to do. Employees can’t just enter data any more. They must interact with it, analyze it, and make decisions. Pivot Grids fit into this way of working. Q: What can you tell us about PeopleSoft’s mobile offerings?A: A lot of customers are finding that mobile is the chief priority in their organization.  They tell us they want their employees to be able to access company information from their mobile devices.  Of course, not everyone has the same requirements, so we’re working to make sure we can help our customers accomplish what they’re trying to do.  We’ve already delivered a number of mobile features.  For instance, PeopleSoft home pages, dashboards and workcenters all work well on an iPad, straight out of the box.  We’ve delivered a number of key functions and tasks for mobile workers – those who are responsible for using a mobile device to manage inventory, for example.  Customers tell us they also need a holistic strategy, one that allows their employees to access nearly every task from a mobile device.  While we don’t expect users to do extensive data entry from their smartphone, it makes sense that they have access to company information and systems while away from their desk.  That’s where our strategy is going now.  We plan to unveil a number of new mobile offerings at OpenWorld.  Some will be available then, some shortly after. Q: What else are you working on now that you think is going to be exciting to customers at Oracle OpenWorld?A: Our next release -- the big thing is PeopleSoft 9.2, and we’ll be talking about the huge amount of work that’s gone into the next versions. A new toolset, 8.53, will be coming, and there’s a lot to talk about there, and the next generation of PeopleSoft 9.2.  We have a ton of new stuff coming.Q: What do you want PeopleSoft customers to know? A: We have been focusing on the user experience in PeopleSoft as a very high priority for the last 4 years, and it’s had interesting effects. One thing is that the application is better, more usable.  We’ve made visible improvements. Another aspect is that in customers’ minds, the PeopleSoft brand is being reinvigorated. Customers invested in PeopleSoft years ago, and then they weren’t sure where PeopleSoft was going.  This investment in the UI and overall user experience keeps PeopleSoft current, innovative and fresh.  Customers  are able to take advantage of a lot of new features, even on the older applications, simply by upgrading their PeopleTools. The interest in that ability has been tremendous. Knowing they have a lot of these features available -- right now, that’s pretty huge. There’s been a tremendous amount of positive response, just on the fact that we’re focusing on the user experience. Editor’s note: For more on PeopleSoft and PeopleTools user experience highlights, visit the Usable Apps web site.To find out more about these enhancements at Openworld, be sure to check out these sessions: GEN8928     General Session: PeopleSoft Update and Product RoadmapCON9183     PeopleSoft PeopleTools Technology Roadmap CON8932     New Functional PeopleSoft PeopleTools Capabilities for the Line-of-Business UserCON9196     PeopleSoft PeopleTools Roadmap: Mobile ApplicationsCON9186     Case Study: Delivering a Groundbreaking User Interface with PeopleSoft PeopleTools

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• How to test my programming experience

  - by Oden

  Hey guys, I'm very excited about how experienced I am in programming. The first, working program that I have written, was in 2004 with C. Since this I have tried many programming languages, now got stuck with php. Currently I'm working as a web-developer, and everyones pleased with the work I do. Except me :) Thats the reason why i want to know, how high my experience and my knowledge is. Could you tell me, some tips, tricks, test, or anything, on what I can see how much I need to learn and practice to get a mastermind in programming? (at first place in php)

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• How Fusion Middleware Built the Fusion User Experience

  See how you can leverage the entire Fusion Middleware stack to create a compelling user experience, just like Oracle's Applications User Experience team did during the design of Fusion Applications. Learn about key Fusion Middleware components that comprise Oracle's new end-to-end user experience platform in Fusion Applications. Hear about the role of components such as Application Development Framework (ADF), WebCenter, Metadata Services (MDS), Service-Oriented Architecture (SOA), and design patterns.

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• My Experience with the Windows Marketplace for Mobile and Windows Mobile 6

  My experience with the Windows Marketplace for Mobile for 6.x devices and the certification process

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• Oracle's Fusion User Experience Raises the Bar

  Hear Jeremy Ashley, Oracle's Vice President of Applications User Experience, and Patanjali Venkatacharya, Applications User Experience Architect, speak with Cliff about Oracle's innovative user experience methodology and the benefits it provides customers.

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• 6 Ways to Modernize Your Customer Experience

  - by Mike Stiles

  If customers have changed, if the way they research and shop have changed, if their expectations have changed, if their ability to act on dissatisfaction has changed, but your customer experience has NOT changed, what was once “good enough” may now be crippling. Well, the customer has changed, and why wouldn’t they? You’ve probably changed too in your role as consumer. There’s more info available, it’s easier to get, there’s more choice, you’re more mobile, you’re more connected, it’s easier to buy, and yes, it’s easier to switch brands if experiences don’t meet your now higher expectations. Thanks to technological advances, we as marketers can increasingly work borderline miracles. But if we’re still not adamantly adopting customer centricity, and if we aren’t making the customer experience paramount amongst business goals, the tech is wasted. A far more modern customer experience is called for. Here are 6 ways to get there: 1. Modern Marketing: Marketing data is aggregated and targeted to the right customers, who are getting personal, relevant communications. In return, you’re getting insight that finally properly attributes revenue to your marketing efforts. 2. Modern Selling: Demand is being driven across all channels with modern selling tools. Productivity is up thanks to coordinated communication and selling, and performance is ever optimized using powerful analytics. 3. Modern CPQ: You’re cross-selling and upselling more effectively since reps and channel partners have been empowered with the ability to quickly, automatically generate 100% accurate, customer-friendly quotes complete with price controls and automated approvals. 4. Modern Commerce: You’re leveraging data and delivering personalized, targeted digital experiences to everyone. You’re attracting more visitors, and you’re able to scale and keep up with the market and control the experience. 5. Modern Service: You’re better serving your customers by making it easier for them to engage with your brand, plus you’re lowering your costs by increasing agent and tech support efficiencies. 6. Modern Social: You’re getting faster, deeper, more accurate insights from social and turning content around faster, which then goes out to the right people at the right time in the right place. You’ve also gotten proactive in your service, and customers love that. For far too many brands, the buying journey of Need, Research, Select, Buy, Use, Recommend across the multiple connect points of Social, Mobile, Store, Call Center, Site, Ecommerce is a disconnected mess. Oracle’s approach to CX is to connect every interaction your customer has with your brand, avoiding the revenue losses lousy customer experiences bring. How important is the experience to customers? 94% are willing to pay more of their hard-earned money to have better ones, while a meager 1% say they get the good, consistent experiences they expect. Brands, your words aren’t as loud anymore, so your actions as they relate to customer experience are going to have to do the talking. @mikestiles @oraclesocialPhoto: Julien Tromeur, freeimages.com

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• Let your Signature Experience drive IT-decision making

  - by Tania Le Voi

  Today’s CIO job description:  ‘’Align IT infrastructure and solutions with business goals and objectives ; AND while doing so reduce costs; BUT ALSO, be innovative, ensure the architectures are adaptable and agile as we need to act today on the changes that we may request tomorrow.”   Sound like an unachievable request? The fact is, reality dictates that CIO’s are put under this type of pressure to deliver more with less. In a past career phase I spent a few years as an IT Relationship Manager for a large Insurance company. This is a role that we see all too infrequently in many of our customers, and it’s a shame.  The purpose of this role was to build a bridge, a relationship between IT and the business. Key to achieving that goal was to ensure the same language was being spoken and more importantly that objectives were commonly understood - hence service and projects were delivered to time, to budget and actually solved the business problems. In reality IT and the business are already married, but the relationship is most often defined as ‘supplier’ of IT rather than a ‘trusted partner’. To deliver business value they need to understand how to work together effectively to attain this next level of partnership. The Business cannot compete if they do not get a new product to market ahead of the competition, or for example act in a timely manner to address a new industry problem such as a legislative change. An even better example is when the Application or Service fails and the Business takes a hit by bad publicity, being trending topics on social media and losing direct revenue from online channels. For this reason alone Business and IT need the alignment of their priorities and deliverables now more than ever! Take a look at Forrester’s recent study that found ‘many IT respondents considering themselves to be trusted partners of the business but their efforts are impaired by the inadequacy of tools and organizations’.  IT Meet the Business; Business Meet IT So what is going on? We talk about aligning the business with IT but the reality is it’s difficult to do. Like any relationship each side has different goals and needs and language can be a barrier; business vs. technology jargon! What if we could translate the needs of both sides into actionable information, backed by data both sides understand, presented in a meaningful way?  Well now we can with the Business-Driven Application Management capabilities in Oracle Enterprise Manager 12cR2! Enterprise Manager’s Business-Driven Application Management capabilities provide the information that IT needs to understand the impact of its decisions on business criteria.  No longer does IT need to be focused solely on speeds and feeds, performance and throughput – now IT can understand IT’s impact on business KPIs like inventory turns, order-to-cash cycle, pipeline-to-forecast, and similar.  Similarly, now the line of business can understand which IT services are most critical for the KPIs they care about. There are a good deal of resources on Oracle Technology Network that describe the functionality of these products, so I won’t’ rehash them here.  What I want to talk about is what you do with these products. What’s next after we meet? Where do you start? Step 1:  Identify the Signature Experience. This is THE business process (or set of processes) that is core to the business, the one that drives the economic engine, the process that a customer recognises the company brand for, reputation, the customer experience, the process that a CEO would state as his number one priority. The crème de la crème of your business! Once you have nailed this it gets easy as Enterprise Manager 12c makes it easy. Step 2:  Map the Signature Experience to underlying IT.  Taking the signature experience, map out the touch points of the components that play a part in ensuring this business transaction is successful end to end, think of it like mapping out a critical path; the applications, middleware, databases and hardware. Use the wealth of Enterprise Manager features such as Systems, Services, Business Application Targets and Business Transaction Management (BTM) to assist you. Adding Real User Experience Insight (RUEI) into the mix will make the end to end customer satisfaction story transparent. Work with the business and define meaningful key performance indicators (KPI’s) and thresholds to enable you to report and action upon. Step 3:  Observe the data over time.  You now have meaningful insight into every step enabling your signature experience and you understand the implication of that experience on your underlying IT.  Watch if for a few months, see what happens and reconvene with your business stakeholders and set clear and measurable targets which can re-define service levels.  Step 4:  Change the information about which you and the business communicate.  It’s amazing what happens when you and the business speak the same language.  You’ll be able to make more informed business and IT decisions. From here IT can identify where/how budget is spent whether on the level of support, performance, capacity, HA, DR, certification etc. IT SLA’s no longer need be focused on metrics such as %availability but structured around business process requirements. The power of this way of thinking doesn’t end here. IT staff get to see and understand how their own role contributes to the business making them accountable for the business service. Take a step further and appraise your staff on the business competencies that are linked to the service availability. For the business, the language barrier is removed by producing targeted reports on the signature experience core to the business and therefore key to the CEO. Chargeback or show back becomes easier to justify as the ‘cost of day per outage’ can be more easily calculated; the business will be able to translate the cost to the business to the cost/value of the underlying IT that supports it. Used this way, Oracle Enterprise Manager 12c is a key enabler to a harmonious relationship between the end customer the business and IT to deliver ultimate service and satisfaction. Just engage with the business upfront, make the signature experience visible and let Enterprise Manager 12c do the rest. In the next blog entry we will cover some of the Enterprise Manager features mentioned to enable you to implement this new way of working.  

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• User Experience Monitoring with Enterprise Manager Cloud Control 12c and Real User Experience Insight 12R1 Demo Now Available!

  - by JuergenKress

  For access to the Oracle demo systems please visit OPN and talk to your partner expert We are pleased to announce the availability of the Oracle real user experience Insight demo that showcases some of the key capabilities of user experience monitoring. This demo specifically focuses on business reporting, integrated performance diagnostics, tracking of customer journey’s through RUEI’s userflow tracking capabilities and it’s key performance Iidicators tracking and configuration. Demo Highlights The demo showcases the following capabilities of real user experience Insight. Application-centric dashboard Integration with Oracle Enterprise Manager 12c – JVMD, ADP and BTM Session diagnostics and user session replay Monitoring through “Key Performance Indicators” (KPI) --- create alerts/incidents FUSION Application centric dashboards & integrated BI Demo Instructions Go to the DSS website for Oracle Partners. On the Standard Demo Launchpad page, click on the link “Real User Experience Insight 12c (Aug ‘12)” (tagged as “NEW”), under the “Applications Management” section. The demo launchpad page contains a link to a detailed demo script with instructions on how to show the demo. BPM 11.1.1.5 for Apps: BPM for EBS Demo available For access to the Oracle demo systems please visit OPN and talk to your Partner Expert SOA & BPM Partner Community For regular information on Oracle SOA Suite become a member in the SOA & BPM Partner Community for registration please visit  www.oracle.com/goto/emea/soa (OPN account required) If you need support with your account please contact the Oracle Partner Business Center. Blog Twitter LinkedIn Mix Forum Technorati Tags: User Experience Monitoring,EM12c,Demo,dss SOA,IDM,SOA Community,Oracle SOA,Oracle BPM,BPM,Community,OPN,Jürgen Kress

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• 81% of European Shoppers Willing to Pay More for Better Customer Experience

  - by Richard Lefebvre

  Customer Experience provides strategic driver for business growth Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized. The research report, “Why Customer Satisfaction is No Longer Good Enough,” reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%. Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand. The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months. For full research findings please go to: http://bit.ly/UwmB3j or check the Press Release

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• listing my programming experience on my resume

  - by Bigbio2002

  On my resume, I list myself as having "7 years of hands-on experience programming in C++". To clarify, I am a self-taught C++ programmer with some college courses thrown in the mix. I've worked on some small personal projects, and I consider myself to be more competent than a CS grad with no actual real-world experience, though by no means am I anywhere near being an expert. The issue is this... I keep getting calls and emails from recruiters that see my resume on job sites, inquiring about my interest in senior developer positions, contracts, etc., of which I feel that I am completely under-qualified for. My resume only has 3 years of work experience listed (which is all IT stuff), so when they ask about my prior experience in C++, I have to clarify that it was personal work, not professional work. I'd really like a job as a developer, but I don't want to get hired for something that I can't handle, nor do I want to misrepresent myself while trying to show off my strengths. I deliberately chose the phrasing "hands-on" to imply that it wasn't professional. How should I phrase my C++ experience on my resume to clarify it better?

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• Six Best Practices for Empowering the Customer Experience

  - by Richard Lefebvre

  Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 Companies that fail to offer a great Customer eXperience can face declining customer satisfaction numbers and a poor service experience that can be amplified over #social channels. Here are 6 best practices for empowering the Customer Experience. What are your top tips for a great CX? Read the article here

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• calculating player experience

  - by user1765862

  very simple question, I'm trying to learn advanced principles of .net and c# and I'm in the middle of creating some simple manager game. Now I should implement some experience for players. I was thinking to implement some kind of enumerated values like this private enum ExperienceValues { FriendlyMatch = 0.1, Training = 0.15, LeagueMatch = 0.6, CupMatch = 0.85, Qualification = 1.4 } And to calculate experience by the time user spend on the field 90min * 0.6 = 54 Is this approach ok ? How can I abstract experience calculation for common sports (team sport). Thanks

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• Tips on creating user interfaces and optimizing the user experience

  - by Saif Bechan

  I am currently working on a project where a lot of user interaction is going to take place. There is also a commercial side as people can buy certain items and services. In my opinion a good blend of user interface, speed and security is essential for these types of websites. It is fairly easy to use ajax and JavaScript nowadays to do almost everything, as there are a lot of libraries available such as jQuery and others. But this can have some performance and incompatibility issues. This can lead to users just going to the next website. The overall look of the website is important too. Where to place certain buttons, where to place certain types of articles such as faq and support. Where and how to display error messages so that the user sees them but are not bothering him. And an overall color scheme is important too. The basic question is: How to create an interface that triggers a user to buy/use your services I know psychology also plays a huge role in how users interact with your website. The color scheme for example is important. When the colors are irritating on a website you just want to click away. I have not found any articles that explain those concept. Does anyone have any tips and/or recourses where i can get some articles that guide you in making the correct choices for your website.

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• Eloqua Experience 2013: Mystique, Modern Marketing and Masterful Engagement

  - by Mike Stiles

  The following is a guest post from Erick Mott, a social business leader at Oracle Eloqua. There’s a growing gap between 20th century marketing and a modern marketing way of doing business. I can’t think of a better example of modern marketing in action than what more than 2,000 people experienced in San Francisco at #EE13; customer-obsession, multichannel content, and real-time engagement all coming together at one extraordinary event. This was my first Eloqua Experience as a new Oracle Eloqua employee. In weeks prior, I heard about the mystique but didn’t know what to expect. What I’ve come to understand with more clarity is everything we do revolves around customer success, and we operate and educate at all times with these five tenets in mind: 1. Targeting: Really Know Your Buyer 2. Engagement: Create a 1:1 Relationship 3. Conversion: Visualize Guided Thinking 4. Analysis: Learn What’s Working 5. Marketing Technology: Enable and Extend the Cloud Product News from Eloqua Experience 2013 We made some announcements that John Stetic, VP of Products, Oracle Eloqua covers in this brief ‘Modern Marketing Minute’ video recorded after Wednesday’s keynote; summarized below, too: Oracle Eloqua AdFocus: While understanding the impact of a specific marketing channel was formerly relegated to marketers’ wish lists, the channels we now focus on are digital, social, and mobile. AdFocus gives marketers a single platform to dynamically create, manage and measure display ads alongside owned and earned media. AdFocus enables marketers to target only key accounts or prospects you want to reach with display ads, as well as provide creative content or personalized ad copy based on their persona and activities. Oracle Eloqua Profiler: The details of what we now know about customers have expanded into a universal customer profile, which can be used to create highly targeted segments. Marketers now can take data that’s not even stored in Eloqua to help targeted and score prospects for a complete, multichannel view of the customer. Profiler gives sales reps one, detailed view of the prospect to extend views beyond Oracle Eloqua asset activity (emails, forms, page views) to any external assets stored in Oracle Eloqua. Marketing Resource Management: New capabilities create more secure and controlled access to marketing resources and data. New integrations provide greater insight into campaign resources and management through a central marketing calendar and simplify resource management. Integrated Sales and Marketing Funnel: An integrated sales and marketing funnel view gives marketing and sales users, cross-functional teams, and executive management a consistent and clear view of pipeline performance. It also quickly provides users with historical metrics across different time spans and conditions. Eloqua AppCloud: More than 20 new AppCloud partners have been added to the community, which now includes 100+ apps. Eloqua AppCloud now provides modern marketers with an even broader range of marketing applications that help expand and enrich sales and marketing efforts; easily accessible in the Topliners Community. Social Capabilities: Recent integration between Oracle Eloqua and Oracle Social Relationship Management (SRM) deliver a comprehensive, scalable and integrated modern marketing solution. New capabilities include better tracking of social activities for a more complete customer profile. Engage Facebook custom audiences with AdFocus to deliver ads and meaningful experiences through trusted social networks. Biggest and Best Eloqua Experience. There’s a lot of talk in the industry about the Marketing Cloud. At Oracle Eloqua, we have been on a mission of delivering the most advanced and integrated modern marketing technology on the planet. It’s not just a concept but reality with proven execution, as seen first-hand this week in San Francisco. In this video, Kevin Akeroyd, SVP of Oracle Eloqua, provides some highlights of what made this year’s Eloqua Experience, exceptional, including Steve Woods’ presentation about the journey of modern marketers and Andrea Ward’s conversation with Vince Gilligan, creator of the Breaking Bad television series. The 2013 Markie Awards The Oracle Eloqua Marketing Cloud was best exemplified for me as 19 Markies were awarded to customers for their exceptional creativity and results as modern marketers. Wow, what a night to remember with so many committed and talented people working to create an extraordinary experience! To learn more about how to become a modern marketer, check out these resources. We look forward to seeing you next year at Eloqua Experience. More on Erick: 20 years experience at Oracle, Ektron, Sitecore, Lyris, Habeas, Nokia, creatorbase, Mark Monitor, Cisco Systems, GlobalFluency, Sun Microsystems, Philips NV, Elm Products and CBS TV. Patent holder with agency, Fortune 500, media, and startup company expertise. @mikestiles

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• Bowing to User Experience

  As a consumer of geeky news it is hard to check my Google Reader without running into two or three posts about Apples iPad and in particular the changes to the developer guidelines which seemingly restrict developers to using Apples Xcode tool and Objective-C language for iPad apps. One of the alternatives to Objective-C affected, is MonoTouch, an option with some appeal to me as it is based on the Mono implementation of C#. Seemingly restricted is the key word here, as far as I can tell, no official announcement has been made about its fate. For more details around MonoTouch for iPhone OS, check out Miguel de Icazas post: http://tirania.org/blog/archive/2010/Apr-28.html. These restrictions have provoked some outrage as the perception is that Apple is arrogantly restricting developers freedom to create applications as they choose and perhaps unwittingly shortchanging iPhone/iPad users who wont benefit from these now never-to-be-made great applications. Apples response has mostly been to say they are concentrating on providing a certain user experience to their customers, and to do this, they insist everyone uses the tools they approve. Which isnt a surprising line of reasoning given Apple restricts the hardware used and content of the apps already. The vogue term for this approach is curated, as in a benevolent museum director selecting only the finest artifacts for display or a wise gardener arranging the plants in a garden just so. If this is what a curated experience is like it is hard to argue that consumers are not responding. My iPhone is probably the most satisfying piece of technology I own. Coming from the Razr, it really was an revolution in how the form factor, interface and user experience all tied together. While the curated approach reinvented the smart phone genre, it is easy to forget that this is not a new approach for Apple. Macbooks and Macs are Apple hardware that run Apple software. And theyve been successful, but not quite in the same way as the iPhone or iPad (based on early indications). Why not? Well a curated approach can only be wildly successful if the curator a) makes the right choices and b) offers choices that no one else has. Although its advantages are eroding, the iPhone was different from other phones, a unique, focused, touch-centric experience. The iPad is an attempt to define another category of computing. Macs and Macbooks are great devices, but are not fundamentally a different user experience than a PC, you still have windows, file folders, mouse and keyboard, and similar applications. So the big question for Apple is can they hold on to their market advantage, continuing innovating in user experience and stay on top? Or are they going be like Xerox, and the rest of the world says thank you for the windows metaphor, now let me implement that better? It will be exciting to watch, with Android already a viable competitor and Microsoft readying Windows Phone 7. And to close the loop back to the restrictions on developing for iPhone OS. At this point the main target appears to be Adobe and Adobe Flash. Apples calculation is that a) they dont need those developers or b) the developers they want will learn Apples stuff anyway. My guess is that they are correct; that as much as I like the idea of developers having more options, I am not going to buy a competitors product to spite Apple unless that product is just as usable. For a non-technical consumer, I dont know that this conversation even factors into the buying decision. If it did, wed be talking about how Microsoft is trying to retake a slice of market share from the behemoth that is Linux.Did you know that DotNetSlackers also publishes .net articles written by top known .net Authors? We already have over 80 articles in several categories including Silverlight. Take a look: here.

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• “Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

  - by Michael Hylton

  There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data. Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand. Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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• “Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

  - by Michael Hylton

  There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data. Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand. Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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• Oracle Customer Experience events in EMEA: Empowering People, Powering Brands

  - by Richard Lefebvre

  What makes for an exceptional customer experience? What are the organizational, technical and mindset prerequisites for making it a reality? And how ca a company sustain it? => Join one of the following Oracle's Customer Experience events (open to partners and customers) accross Europe <= Amsterdam - 27th September 2012  Milano - 27th September 2012 Madrid - 10th October 2012 London - 18th October 2012 Paris - 25th October (link to registration to be open soon) Other dates & locations to be relased -> Gain insight on what challenges must be addressed and how CX solutions can help deliver great customer experiences across the customer lifecycle and every interaction point. -> Learn how customer experience drives measurable business value by accelerating new customer acquisition, maximizing customer retention, improving operational efficiency and increasing total sales. This is your chance to transition your customer experience management strategies into the 21st century to create tomorrow's experiences today. This interactive event will deliver you the opportunity to learn from and network with your peers and experts.

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• Webcast Q&A: Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter

  - by kellsey.ruppel

  Last Thursday we had the second webcast in our WebCenter in Action webcast series, "Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter, where customer Michael Chander from Qualcomm and Vince Casarez & Gourav Goyal from Oracle Partner Keste shared how Oracle WebCenter is powering Qualcomm’s externally facing website and providing a seamless experience for their customers. In case you missed it, here's a recap of the Q&A.   Mike Chandler, Qualcomm Q: Did you run into any issues when integrating all of the different applications together?A: Definitely, our main challenges were in the area of user provisioning and security propagation, all the standard stuff you might expect when hooking up SSO for authentication and authorization. In addition, we spent several iterations getting the UI’s in sync. While everyone was given the same digital material to build too, each team interpreted and implemented it their own way. Initially as a user navigated, if you were looking for it, you could slight variations in color or font or width , stuff like that. So we had to pull all the developers responsible for the UI together and get pixel level agreement on a lot of things so we could ensure seamless transitions across applications. Q: What has been the biggest benefit your end users have seen?A: Wow, there have been several. An SSO enabled environment was huge a win for our users. The portal application that this replaced had not really been invested in by the business. With this project, we had full business participation and backing, and it really showed in some key areas like the shopping experience. For example, while ordering in the previous site, the items did not have any pictures or really usable descriptions. A tremendous amount of work was done to try and make the site more intuitive and user friendly. Site performance has also drastically improved thanks to new hardware, improved database design, and of course the fact that ADF has made great strides in runtime performance. Q: Was there any resistance internally when implementing the solution? If so, how did you overcome that?A: Within a large company, I’m sure there is always going to be competition for large projects, as there was here. Once we got through the technical analysis and settled on the technology choices, it was actually no resistance to implementing the solution. This project was fully driven by the business with the aim of long term growth. I can confidently say that the fact that this project was given the utmost importance by both the business and IT really help put down any resistance that you would typically see while implementing a new solution. Q: Given the performance, what do you estimate to be the top end capacity of the system? A:I think our top end capacity is really only limited by our hardware. I’m comfortable saying we could grow 10x on our current hardware, both in terms of transactions and users. We can easily spin up new JVM instances if needed. We already use less JVM’s than we had planned. In addition, ADF is doing a very good job with his connection pooling and application module pooling, so we see a very good ratio of users connected to the systems vs db connections, without impacting performace. Q: What's the overview or summary of feedback from the users interacting with the site?A: Feedback has been overwhelmingly positive from both the business and our customers. They’re very happy with the new SSO environment , the new LAF, and the performance of the site. Of course, it’s not all roses. No matter what, there are always going to be people that don’t like the layout or the color scheme, etc. By and large though, customers are happy and the business is happy. Q: Can you describe the impressions about the site before and after the project within Qualcomm?A: Before the project, the site worked and people were using it, but most people were not happy with it. It was slow and tended to be a bit tempermental, for example a user would perform a transaction and the system would throw and unexpected error. The user could back up and retry the steps and things would work fine, so why didn’t work the first time?. From a UI perspective, we’d hear comments like it looked like it was built by a high school student.  Vince Casarez & Gourav Goyal, Keste Q: Did you run into any obstacles when implementing the solution?A: It's interesting some people call them "obstacles" on this project we just called them "dependencies".  There were both technical and business related dependencies that we had to work out. Mike points out the SSO dependencies and the coordination and synchronization between the teams to have a seamless login experience and a seamless end user experience.  There was also a set of dependencies on the User Acceptance testing to make sure that everyone understood the use cases for how the system would be used.  With a branching into a new market and trying to match a simple user experience as many consumer sites have today, there was always a tendency for the team members to provide their suggestions on how things could be simpler.  But with all the work up front on the user design and getting the business driving this set of experiences, this minimized the downstream suggestions that tend to distract a team.  In this case, all the work up front allowed us to enumerate the "dependencies" and keep the distractions to a minimum. Q: Was there a lot of custom work that needed to be done for this particular solution?A: The focus for this particular solution was really on the custom processes. The interesting thing is that with the data flows and the integration with applications, there are some pre-built integrations, but realistically for the process flow, we had to build those. The framework and tooling we used made things easier so we didn’t have to implement core functionality, like transitioning from screen to screen or from flow to flow. The design feature of Task Flows really helped speed the development and keep the component infrastructure in line with the dynamic processes.  Task flows and other elements like Skins are core to the infrastructure or technology stack of Oracle. This then allowed the team to center the project focus around the business flows and use cases to meet the core requirements and keep the project on time. Q: What do you think were the keys to success for rolling out WebCenter?A:  The 5 main keys to success were: 1) Sponsorship from the whole organization around this project from senior executive agreement, business owners driving functionality, and IT development alignment; 2) Upfront design planning and use case definition to clearly define the project scope and requirements; 3) Focussed development and project management aligned with the top level goals and drivers; 4) User acceptance and usability testing along the way to identify potential issues and direct resolution of the issues;  and 5) Constant prioritization of the issues for development to fix by the business.  It also helps to have great team chemistry and really smart people working on the project. If you missed the webcast, be sure to catch the replay to see a live demonstration of WebCenter in action!  Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter from Oracle WebCenter

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• Forrester- The Right Customer Experience Strategy

  - by Divya Malik

  I am blogging from a warm, sunny NYC today. We are here, sponsoring and attending Forrester's Customer Experience Forum 2011. Customer Experience Management has been a key area of focus for us in CRM. Our VP of CRM and eCommerce Product Marketing Kirk Mosher will be the first presenter of the Day (Tuesday morning at 7.30 am) with a breakfast session titled "Winning With A Superior Cross-Channel Customer Experience" . We are also showcasing some exciting new demos across our CRM and Commerce product lines in the areas of Integrated Sales and Marketing, Multi-Channel Commerce and Integrated Outlook and Mobile solutions on the demo floor. For those of you who are attending, do stop by, and see the latest in CRM innovations from Oracle, and talk to some experienced sales consultants. You can find more information about Oracle's CRM solutions here.  

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• Oracle’s Web Experience Management

  - by Christie Flanagan

  Today’s guest post on Oracle’s Web Experience Management comes from a member of our WebCenter Evangelist team, Noël Jaffré, a Principal Technologist based in France.Oracle’s Web Experience Management (WEM) solution enables organizations to optimize the online channel for driving marketing and customer experience management success. It empowers business users to manage the web presence and create rich and engaging online experiences for customers and prospects. Oracle's WEM platform provides a framework to simplify the integration of Oracle, third-party and custom-built applications. This framework essentially allows the creation and integration of applications using one single business interface called the WEM interface. It includes the following: Single sign-on access control for all integrated applications using the Central Authentication Service (CAS) component. A single centralized administration window for user, role, and native applications management including site management. Community server management, gadget server management as well as management for partner integrated technologies. A Representational State Transfer (REST) API for accessing WebCenter Sites data. REST services are supported on both Oracle WebCenter Sites and Oracle WebCenter Sites Satellite Server to leverage the satellite server cache. All REST requests are cached for web consuming applications as well for the high performance delivery of native applications on the mobile channel. Oracle WebCenter Sites’ Web Experience Management environment enables organizations to deliver a compelling online experience to customers by simplifying the deployment and management of sophisticated and engaging websites. The WebCenter Sites platform automates the entire process of managing web content including: Authoring:  Business users can easily contribute and manage web content in real-time, with intuitive interfaces and drag-and-drop content authoring and layout capabilities designed for the non-technical user. Contextual Content Targeting: Marketers are empowered to create and manage targeted campaigns with relevant recommendations and promotions based on the context of the session of the visitor such as his or her navigation history, user profile, language, location or other information shared during the visitor session. Content Publishing and Deployment: It offers advanced multi-site management capabilities for departmental or regional sites, as well as strong multi-lingual and multi-locale content management. The remote satellite server caching infrastructure provides high-performance, distributed caching, tuned to deliver high-volume, targeted and multi-lingual sites. Analytics and Optimization: Business users and marketers have the ability to measure the effectiveness of their online content and campaigns at a granular level. Editors and marketers can immediately determine whether a given article or promotion is relevant to a particular customer segment. User-generated Content: Marketers can enable blogs, comments, rating and reviews on the website.  All comments and reviews posted to the website can be moderated from the administrator interface either manually or automatically using filters, whitelists, blacklists or community based moderation. Personalized Gadget Dashboards:  Site managers can deploy gadgets, small applications using web content, individually or as part of dashboards containing multiple gadgets.  These gadget dashboards enable site visitors to create their own “MyPage” on a given site where they can select and customize the gadgets that the site administrator has made available.  Any gadget that conforms to the iGoogle/OpenSocial standard can be made available to site visitors, or they can be created within the WEM interface. Oracle's WEM platform also provides a unique environment for the delivery of a rich, multichannel online experience for site visitors through its advanced management modules for mobile. With Oracle’s WEM solution, it’s easy to control branding and deliver a consistent message while repurposing web content for publication to mobile devices, kiosks and much more. This distinctive approach provides: HTML5 Delivery: HTML5 delivery which includes native support for adaptive design that responds to the user’s computer screen resolution and orientation. The approach is less driven by the particular hardware and more driven by the user’s interactions with the device. In other words, this approach takes both the screen interactions (either cursor or touch) and screen sizes and orientation into consideration. A Unique Native Mobile Extension Environment for Contributors: From the WEM interface, a contributor can directly manage their mobile channel, using the tooling already in place for driving the traditional web presence. This includes the mobile presentation, as well as mobile insite editing, drag and drop page layout, and in-context recommendations and personalization. Optimized REST APIs for High Performance Content Delivery on Native Mobile Device Applications: WebCenter Sites’ REST API uses the underlying HTTP methods (GET, POST, PUT, DELETE) to interact with resources. Resources support two types of input and output formats -- XML and JSON. REST calls are customizable to optimize the interactions between the content repositories and the client applications. Caching is essential to decrease network loads and improve overall reliability and usability of the applications and user interactions. REST results are cached through the highly efficient Oracle WebCenter Sites caching architecture.

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• Highlights from the Oracle Customer Experience Summit @ OpenWorld

  - by Kathryn Perry

  A guest post by David Vap, Group Vice President, Oracle Applications Product Development The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. From left to right: Brian Curran, John Kembel, Seth Godin, and George Kembel The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David VapGroup Vice PresidentOracle Applications Product Development

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• Highlights from the Oracle Customer Experience Summit @ OpenWorld

  - by Richard Lefebvre

  The Oracle Customer Experience Summit was the first-ever event covering the full breadth of Oracle's CX portfolio -- Marketing, Sales, Commerce, and Service. The purpose of the Summit was to articulate the customer experience imperative and to showcase the suite of Oracle products that can help our customers create the best possible customer experience. This topic has always been a very important one, but now that there are so many alternative companies to do business with and because people have such public ways to voice their displeasure, it's necessary for vendors to have multiple listening posts in place to gauge consumer sentiment. They need to know what is going on in real time and be able to react quickly to turn negative situations into positive ones. Those can then be shared in a social manner to enhance the brand and turn the customer into a repeat customer. The Summit was focused on Oracle's portfolio of products and entirely dedicated to customers who are committed to building great customer experiences within their businesses. Rather than DBAs, the attendees were business people looking to collaborate with other like-minded experts and find out how Oracle can help in terms of technology, best practices, and expertise. The event was at the Westin St. Francis Hotel in San Francisco as part of Oracle OpenWorld. We had eight hundred people attend, which was great for the first year. Next year, there's no doubt in my mind, we can raise that number to 5,000. Alignment and Logic Oracle's Customer Experience portfolio is made up of a combination of acquired and organic products owned by many people who are new to Oracle. We include homegrown Fusion CRM, as well as RightNow, Inquira, OPA, Vitrue, ATG, Endeca, and many others. The attendees knew of the acquisitions, so naturally they wanted to see how the products all fit together and hear the logic behind the portfolio. To tell them about our alignment, we needed to be aligned. To accomplish that, a cross functional team at Oracle agreed on the messaging so that every single Oracle presenter could cover the big picture before going deep into a product or topic. Talking about the full suite of products in one session produced overflow value for other products. And even though this internal coordination was a huge effort, everyone saw the value for our customers and for our long-term cooperation and success. Keynotes, Workshops, and Tents of Innovation We scored by having Seth Godin as our keynote speaker ? always provocative and popular. The opening keynote was a session orchestrated by Mark Hurd, Anthony Lye, and me. Mark set the stage by giving real-world examples of bad customer experiences, Anthony clearly articulated the business imperative for addressing these experiences, and I brought it all to life by taking the audience around the Customer Lifecycle and showing demos and videos, with partners included at each of the stops around the lifecycle. Brian Curran, a VP for RightNow Product Strategy, presented a session that was in high demand called The Economics of Customer Experience. People loved hearing how to build a business case and justify the cost of building a better customer experience. John Kembel, another VP for RightNow Product Strategy, held a workshop that customers raved about. It was based on the journey mapping methodology he created, which is a way to talk to customers about where they want to make improvements to their customers' experiences. He divided the audience into groups led by facilitators. Each person had the opportunity to engage with experts and peers and construct some real takeaways. The conference hotel was across from Union Square so we used that space to set up Innovation Tents. During the day we served lunch in the tents and partners showed their different innovative ideas. It was very interesting to see all the technologies and advancements. It also gave people a place to mix and mingle and to think about the fringe of where we could all take these ideas. Product Portfolio Plus Thought Leadership Of course there is always room for improvement, but the feedback on the format of the conference was positive. Ninety percent of the sessions had either a partner or a customer teamed with an Oracle presenter. The presentations weren't dry, one-way information dumps, but more interactive. I just followed up with a CEO who attended the conference with his Head of Marketing. He told me that they are using John Kembel's journey mapping methodology across the organization to pull people together. This sort of thought leadership in these highly competitive areas gives Oracle permission to engage around the technology. We have to differentiate ourselves and it's harder to do on the product side because everyone looks the same on paper. But on thought leadership ? we can, and did, take some really big steps. David Vap Group Vice President Oracle Applications Product Development

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