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  • Partner outreach on the Oracle Fusion Applications user experience begins

    - by mvaughan
    by Misha Vaughan, Architect, Applications User Experience I have been asked the question repeatedly since about December of last year: “What is the Applications User Experience group doing about partner outreach?”  My answer, at the time, was: “We are thinking about it.”  My colleagues and I were really thinking about the content or tools that the Applications UX group should be developing. What would be valuable to our partners? What will actually help grow their applications business, and fits within the applications user experience charter?In the video above, you’ll hear Jeremy Ashley, vice president of the Applications User Experience team, talk about two fundamental initiatives that our group is working on now that speaks straight to partners.  Special thanks to Joel Borellis, Kelley Greenly, and Steve Hoodmaker for helping to make this video happen so flawlessly. Steve was responsible for pulling together a day of Oracle Fusion Applications-oriented content, including David Bowin, Director, Fusion Applications Strategy, on some of the basic benefits of Oracle Fusion Applications.  Joel Borellis, Group Vice President, Partner Enablement, and David Bowin in the Oracle Studios.Nigel King, Vice President Applications Functional Architecture, was also on the list, talking about co-existence opportunities with Oracle Fusion Applications.Me and Nigel King, just before his interview with Joel. Fusion Applications User Experience 101: Basic education  Oracle has invested an enormous amount of intellectual and developmental effort in the Oracle Fusion Applications user experience. Find out more about that at the Oracle Partner Network Fusion Learning Center (Oracle ID required). What you’ll learn will help you uncover how, exactly, Oracle made Fusion General Ledger “sexy,” and that’s a direct quote from Oracle Ace Director Debra Lilley, of Fujitsu. In addition, select Applications User Experience staff members, as well as our own Fusion User Experience Advocates,  can provide a briefing to our partners on Oracle’s investment in the Oracle Fusion Applications user experience. Looking forward: Taking the best of the Fusion Applications UX to your customersBeyond a basic orientation to one of the key differentiators for Oracle Fusion Applications, we are also working on partner-oriented training.A question we are often getting right now is: “How do I help customers build applications that look like Fusion?” We also hear: “How do I help customers build applications that take advantage of the next-generation design work done in Fusion?”Our answer to this is training and a tool – our user experience design patterns – these are a set of user experience best-practices. Design patterns are re-usable, usability-tested, user experience components that make creating Fusion Applications-like experiences straightforward.  It means partners can leverage Oracle’s investment, but also gain an advantage by not wasting time solving a problem we’ve already solved. Their developers can focus on helping customers tackle the harder development challenges. Ultan O’Broin, an Apps UX team member,  and I are working with Kevin Li and Chris Venezia of the Oracle Platform Technology Services team, as well as Grant Ronald in Oracle ADF, to bring you some of the best “how-to” UX training, customized for your local area. Our first workshop will be in EMEA. Stay tuned for an assessment and feedback from the event.

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  • Cox Communications' Strategic Approach to Enterprise User Experience: How Change Management and Usab

    - by Applications User Experience
    Author: Anna Wichansky, Senior Director, Applications User Experience, and Chair, Oracle Usability Advisory Board As part of our work in the User Experience group, our teams often go to Customer events such as the Higher Education User Group (HEUG) conference, Alliance 2010. This year's event was held in San Antonio, Texas, and was attended by hundreds of higher education, government, and public sector users of Oracle applications. The User Assistance team used this opportunity to reach out to customers in the Educational and Government sectors to better understand how their organizations are currently approaching help, messages, and other forms of user assistance. What is User Assistance? For us, user assistance is more than the old books of users' manuals and documentation. User assistance is anything that helps users get their jobs done quickly and efficiently. Instead of expecting users to stop and look through a guide or manual, we have been developing solutions that are embedded within the interface. We know that when people are having difficulty with a task, they want to be able to search efficiently for solutions and collaborate with coworkers. We know that they want to find their answers right there, right then, so that they can get on with their work. In our interviews at Alliance, we wanted to learn what the participants could tell us about what was happening on their campuses and in their institutions. Figure 1. For Oracle User Assistance, it's not just about books any more. So what did we do? Off to Texas, we recruited 10 people from nine different government and education organizations to come to our Oracle User Experience Onsite Usability Labs. We conducted one-hour interviews with these folks and asked them all about User Assistance--what people are doing, what they would like to do, what technologies they are using, what they would like to use, and ultimately what should we as a company be planning for our future products. We used this as an opportunity also to show them some of our design concepts for Fusion User Assistance, our next generation of user assistance based on the best of our user assistance in other products. Figure 2. Interviewing a technical user at Alliance. What we learned... People are not using paper or online manuals anymore. They don't want to see a manual that is written for technical users and that doesn't make sense to the ordinary end user. They really don't want to have to flip through a manual trying to find an answer to their question. Even when the answer might be tailored to their organization, they don't want to dig through documentation. When they need an answer now, they don't have the patience to dig for something that might or might not be clearly written. What does it mean to an organization when users don't want to deal with documentation? In many cases, it means that frustrated users make phone calls to try to find the answers that they need immediately. Phone calls are expensive to an organization and frustrating to the technical support staff who have provided documentation that no one wants to read anymore. If they don't call, they email for help often, and many users are asking for the same information. The bottom line is that if they could get that help immediately in the interface, they wouldn't have to make those calls or send those emails -- and that saves time and money. Our Fusion User Assistance options to customize help and get help for the task immediately were seen as an opportunity by these technical users to build the solutions that their users need and want. Figure 3. Joyce Ohgi and Laurie Pattison of Applications UX. Chicken Fried Steak. That was huge. But then, this was Texas, where we discovered a lot of things come very big. Drinks are served in quart-size glasses and dishes like Chicken Fried Steaks are served on platters not plates. We saw three-pound cinnamon rolls that you down with tea sweet enough to curl your hair. Deep in the heart of Texas, we learned a lot, and we ate even more.

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  • Spotlight: How Scandinavia's Largest Nuclear Power Plant Increased Productivity and Reduced Costs wi

    - by [email protected]
    Ringhals nuclear power plant, which is part of the Vattenfall Group, is located about 60 km south-west of the beautiful coastal city of Gothenburg in Sweden. A deep concern to reduce environmental impact coupled with an effort to increase plant safety and operational efficiency have led to a recent surge in investments and initiatives around plant modification and plant optimization at Ringhals. A multitude of challenges were faced by the users in various groups that were involved in these projects. First, it was very difficult for users to easily access complex and layered asset and engineering information, which was critical to increased productivity and completing projects on time. Moreover, the 20 or so different solutions that were being used to view various document formats, not only resulted in collaboration complexity but also escalated IT administration costs and woes. Finally, there was a considerable non-engineering community comprising non-CAD specialists that needed easy access to plant data in an effort to minimize engineering disruption. Oracle's AutoVue significantly simplified the ability to efficiently view and use digital asset information by providing a standardized visualization solution for the enterprise. The key benefits achieved by Ringhals include: Increased productivity of plant optimization and plant modification by 3% Saved around $ 500 K annually Cut IT maintenance costs by 50% by using a single solution Reduced engineering disruption by allowing non-CAD users easy access to digital plant data The complete case-study can be found here

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  • Customer Experience Gipfel – ein Nachbericht

    - by A&C Redaktion
    Am 14. Juni fand der Customer Experience Gipfel statt, der von Dialogum exklusiv für Oracle und seine Partner durchgeführt wurde. Dort konnten Partner und Endkunden über die Zukunft des Kundenmanagements diskutieren und erfuhren, was sich hinter dem Begriff „Customer Experience“ alles verbirgt. Die Konferenz begann mit einem Networking Dinner am Vorabend, an dem den 80 Teilnehmern in einer ersten Präsentation das Thema „Mobile Commerce“ vorgestellt wurde. Nach einem guten Abendessen hatten alle die Möglichkeit, auf einer Großleinwand beim EM-Spiel Deutschland gegen Holland mitzufiebern. Insgesamt war es ein sehr gelungener Abend, waren die deutschen Jungs doch siegreich und sicherten sich den Einzug ins Viertelfinale. Der Customer Experience Gipfel selbst hat dann alle Erwartungen übertroffen: 150 Teilnehmer, ein Drittel mehr als erwartet, zeigten großes Interesse an Multichannel-Strategien, Loyalty und wie man jeden einzelnen Schritt des Kunden im Kontakt mit dem Unternehmen zu einem positiven Kundenerlebnis werden lässt. So standen überwiegend Unternehmenspräsentationen aus den unterschiedlichen Branchen wie Telekommunikation, Handel oder Travel & Transportation auf dem Programm. Neun Round Tables, fast alle von den teilnehmenden Oracle Partnern moderiert, und 1:1-Gespräche rundeten die Konferenz ab. Und Zeit zum Networking blieb natürlich auch. Bei diesem Angebot war das Teilnehmer-Fazit demnach durchwegs positiv, vor allem sind die Kunden (und Partner) schon auf Oracle Customer Experience (CX) und die Vorteile für das eigene Kundenmanagement gespannt. Bedanken möchten wir uns bei den Oracle Partnern, die die Konferenz als Sponsoren unterstützt haben: Accenture, ARKADIA, buw consulting, CapGemini, communicode, Deloitte Consulting, NTT DATA, Riverland Reply, Sapient und SkyTech. Weiter Informationen zur Oracle Customer Experience: Pressemitteilung vom 25.6.2012 Customer Concepts 2/2012 (S. 3) Oracle Customer Experience @ Facebook

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  • Customer Experience Gipfel – ein Nachbericht

    - by A&C Redaktion
    Am 14. Juni fand der Customer Experience Gipfel statt, der von Dialogum exklusiv für Oracle und seine Partner durchgeführt wurde. Dort konnten Partner und Endkunden über die Zukunft des Kundenmanagements diskutieren und erfuhren, was sich hinter dem Begriff „Customer Experience“ alles verbirgt. Die Konferenz begann mit einem Networking Dinner am Vorabend, an dem den 80 Teilnehmern in einer ersten Präsentation das Thema „Mobile Commerce“ vorgestellt wurde. Nach einem guten Abendessen hatten alle die Möglichkeit, auf einer Großleinwand beim EM-Spiel Deutschland gegen Holland mitzufiebern. Insgesamt war es ein sehr gelungener Abend, waren die deutschen Jungs doch siegreich und sicherten sich den Einzug ins Viertelfinale. Der Customer Experience Gipfel selbst hat dann alle Erwartungen übertroffen: 150 Teilnehmer, ein Drittel mehr als erwartet, zeigten großes Interesse an Multichannel-Strategien, Loyalty und wie man jeden einzelnen Schritt des Kunden im Kontakt mit dem Unternehmen zu einem positiven Kundenerlebnis werden lässt. So standen überwiegend Unternehmenspräsentationen aus den unterschiedlichen Branchen wie Telekommunikation, Handel oder Travel & Transportation auf dem Programm. Neun Round Tables, fast alle von den teilnehmenden Oracle Partnern moderiert, und 1:1-Gespräche rundeten die Konferenz ab. Und Zeit zum Networking blieb natürlich auch. Bei diesem Angebot war das Teilnehmer-Fazit demnach durchwegs positiv, vor allem sind die Kunden (und Partner) schon auf Oracle Customer Experience (CX) und die Vorteile für das eigene Kundenmanagement gespannt. Bedanken möchten wir uns bei den Oracle Partnern, die die Konferenz als Sponsoren unterstützt haben: Accenture, ARKADIA, buw consulting, CapGemini, communicode, Deloitte Consulting, NTT DATA, Riverland Reply, Sapient und SkyTech. Weiter Informationen zur Oracle Customer Experience: Pressemitteilung vom 25.6.2012 Customer Concepts 2/2012 (S. 3) Oracle Customer Experience @ Facebook

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  • Oracle Fusion Applications User Experience Design Patterns: Feeling the Love after Launch

    - by mvaughan
    By Misha Vaughan, Oracle Applications User ExperienceIn the first video by the Oracle Applications User Experience team on the Oracle Partner Network, Vice President Jeremy Ashley said that Oracle is looking to expand the ecosystem of support for Oracle’s applications customers as they begin to assess their investment and adoption of Oracle Fusion Applications. Oracle has made a massive investment to maintain the benefits of the Fusion Applications User Experience. This summer, the Applications User Experience team released the Oracle Fusion Applications user experience design patterns.Design patterns help create consistent experiences across devices.The launch has been very well received:Angelo Santagata, Senior Principal Technologist and Fusion Middleware evangelist for Oracle,  wrote this to the system integrator community: “The web site is the result of many years of Oracle R&D into user interface design for Fusion Applications and features a really cool web app which allows you to visualise the UI components in action.”  Grant Ronald, Director of Product Management, Application Development Framework (ADF) said: “It’s a science I don't understand, but now I don't have to ... Now you can learn from the UX experience of Fusion Applications.”Frank Nimphius, Senior Principal Product Manager, Oracle (ADF) wrote about the launch of the design patterns for the ADF Code Corner, and Jürgen Kress, Senior Manager EMEA Alliances & Channels for Fusion MiddleWare and Service Oriented Architecture, (SOA), shared the news with his Partner Community. Oracle Twitter followers also helped spread the message about the design patterns launch: ?@bex – Brian Huff, founder and Chief Software Architect for Bezzotech, and Oracle ACE Director:“Nifty! The Oracle Fusion UX team just released new ADF design patterns.”@maiko_rocha, Maiko Rocha, Oracle Consulting Solutions Architect and Oracle FMW engineer: “Haven't seen any other vendor offer such comprehensive UX Design Patterns catalog for free!”@zirous_chad, Chad Thompson, Senior Solutions Architect for Zirous, Inc. and ADF Developer:Wow - @ultan and company did a great job with the Fusion UX PatternsWhat is a user experience design pattern?A user experience design pattern is a re-usable, usability tested functional blueprint for a particular user experience.  Some examples are guided processes, shopping carts, and search and search results.  Ultan O’Broin discusses the top design patterns every developer should know.The patterns that were just released are based on thousands of hours of end-user field studies, state-of-the-art user interface assessments, and usability testing.  To be clear, these are functional design patterns, not technical design patterns that developers may be used to working with.  Because we know there is a gap, we are putting together some training that will help close that gap.Who should care?This is an offering targeted primarily at Application Development Framework (ADF) developers. If you are faced with the following questions regarding Fusion Applications, you will want to know and learn more:•    How do I build something that looks like Fusion Applications?•    How do I build a next-generation application?•    How do I extend a Fusion Application and maintain the user experience?•    I don’t want to re-invent the wheel on the user interface, so where do I start?•    I need to build something that will eventually co-exist with Fusion Applications. How do I do that?These questions are relevant to partners with an ADF competency, individual practitioners, or small consultancies with an ADF specialization, and customers who are trying to shift their IT staff over to supporting Fusion Applications.Where you can find out more?OnlineOur Fusion User Experience design patterns maven is Ultan O’Broin. The Oracle Partner Network is helping our team bring this first e-seminar to you in order to go into a more detail on what this means and how to take advantage of it:? Webinar: Build a Better User Experience with Oracle: Oracle Fusion Applications Functional Design PatternsSept 20, 2012 , 10:30am-11:30am PacificDial-In:  1. 877-664-9137 / Passcode 102546?International:  706-634-9619  http://www.intercall.com/national/oracleuniversity/gdnam.htmlAccess the Live Event Or Via Webconference Access http://ouweb.webex.com  ?and enter this session number: 598036234At a Usergroup eventThe Fusion User Experience Advocates (FXA) are also going to be getting some deep-dive training on this content and can share it with local user groups.At OpenWorld Ultan O’Broin               Chris MuirIf you will be at OpenWorld this year, our own Ultan O’Broin will be visiting the ADF demopod to say hello, thanks to Shay Shmeltzer, Senior Group Manager for ADF outbound communication and at the OTN lounge: Monday 10-10:45, Tuesday 2:15-2:45, Wednesday 2:15-3:30 ?  Oracle JDeveloper and Oracle ADF,  Moscone South, Right - S-207? “ADF Meet and Greett”, OTN Lounge, Wednesday 4:30 And I cannot talk about OpenWorld and ADF without mentioning Chris Muir’s ADF EMG event: the Year After the Year Of the ADF Developer – Sunday, Sept 30 of OpenWorld. Chris has played host to Ultan and the Applications user experience message for his online community and is now a seasoned UX expert.Expect to see additional announcements about expanded and training on similar topics in the future.

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  • Oracle Customer Experience Summit @ OpenWorld

    - by Tony Berk
    Last week in New York, Mark Hurd and Anthony Lye hosted the Experience Revolution announcing Oracle Customer Experience. Now we are announcing the chance for you to learn more about customer experience. The Oracle Customer Experience Summit @ OpenWorld (October 3-5, separate registration required) is a new conference alongside OpenWorld in San Francisco bringing together leading brands and experts to share their insights, success stories and lessons learned to help you and your organization succeed in the Experience Revolution. You will learn about Oracle’s vision, strategy and complete solutions for customer experience and have access to interactive workshops and extensive networking opportunities. In addition to the knowledge packed CRM sessions at OpenWorld (September 30 - October 4), the Customer Experience Summit provides additional opportunities to learn best practices, strategy and tips and tricks to differentiate your brand. Content tracks will focus on Chief Customer Officers, Marketing and Sales, Service and Support, and Commerce and Loyalty.  It is now a full week of tactical and strategic learning and discussions with Oracle and industry experts. Register for OpenWorld and the Customer Experience Summit now! Register for both together to get the package price. Early bird specials for both conferences expire on July 13th!

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  • Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter

    - by Kellsey Ruppel
    Register Now for this Webcast. Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter Los Angeles Department of Building & Safety (LADBS) is one of the largest construction permitting departments in the country, serving over 350,000 walk-in and 530,000 phone customers, and issuing over 110,000 permits worth $3 Billion every year. LADBS needed a way to migrate walk-in and phone transactions to customer self-service, so they turned to Oracle WebCenter and teamed with Oracle Partner 3Di to deliver a customer self-service portal to lower their cost of customer service operation, while increasing customer satisfaction. Attend this Webcast to learn how Oracle WebCenter has allowed Los Angeles Department of Building & Safety to: Deliver a state of the art customer self-service portal Reduce traffic on high cost, low satisfaction customer service channels Integrate business workflows and legacy applications Register Now for this Webcast. REGISTER NOW Register now for this exclusive event. Wednesday, November 14, 2012 10 a.m. PT / 1 p.m. ET Presented by: Giovani DacumosDirector of Systems, Los Angeles Department of Building & Safety Jing ReyesApplications Development Group Manager, Los Angeles Department of Building & Safety Rajiv Desai CEO, 3Di Sheetal ParanjpyeProject Manager, 3Di Presented by: Copyright © 2012, Oracle. All rights reserved. Contact Us | Legal Notices and Terms of Use | Privacy Statement

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  • Oracle Customer Experience (CX) Solutions Make Retailers Merry

    - by Tuula Fai
    Tis the season to be jolly. If you’re a retailer, your level of jolliness depends on sales. So you watch trends like U.S. store traffic increasing 3.5% to 308 million on Black Friday but sales actually falling 1.8% to $11.2 billion. Fortunately, by the end of November, retail sales were up 3.7% over the previous year, thanks to life recovering after Hurricane Sandy. And online sales topped $1 billion for the first time ever! Who are the companies improving their sales online? They are big names like Walgreen’s Drugstore.com, Nordstrom’s HauteLook, and Intuit. More importantly, how are they doing it? They use cutting-edge business practices enabled by Oracle’s CX Cloud Service & Support solutions to: Increase conversions rates and order sizes (Customer Acquisition) Enhance customer satisfaction and loyalty (Customer Retention) Reduce contact center costs and improve agent productivity (Operational Efficiency). Acquisition + Retention + Operational Efficiency = Sustainable Growth and Profits. That’s the magic formula for retail customer service success. Don’t take our word for it. Look at the results of these Oracle customers: Walgreen’s Drugstore—30% sales conversion rate on chat sessions with 20% increase in shopping cart size Nordstrom’s HauteLook—40,000+ interactions per month—20% growth over last year— efficiently managed by 40 agents, with no increase in IT costs Intuit—50% increase in customer satisfaction and 70% decrease in cost per interaction Using Oracle’s CX Cloud & Service solutions, these retailers deliver consistent, relevant, and personalized experiences across all touchpoints, including social, mobile, and web. Their ability to connect with customers anytime, anywhere—providing the right answer at the right time—helps them create a defensible advantage in the marketplace. Want to learn more? Please visit http://www.oracle.com/goto/cloudlaunchpad for free resources on delivering exceptional customer service in the Cloud. Also, watch our YouTube channel to learn more about seamless multichannel retail and Winston Furnishings’ exceptional customer experience.

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  • Oracle Customer Experience Summit @ OpenWorld

    - by Michael Seback
    Businesses worldwide are operating in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. Where is the experience heading? And how can businesses take advantage of the customer experience revolution?  Find out from experts at a one-of-a-kind event:  Oracle Customer Experience Summit @ OpenWorld Preview the Conference Schedule for October 3 – 5, 2012 Registration - Wednesday October 3, 7:00 a.m.–6:30 p.m. Westin St. Francis, Moscone West, South, Hilton San Francisco, and Hotel Nikko Sample Sessions: The Experience Imperative - Wednesday October 3, 12:30 p.m.–2:30 p.m. Mark Hurd, President, Oracle Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy David Vap, Global Vice President, Product Development, Oracle Mike Svatek, Chief Strategy Officer, Bazaarvoice Leading the Experience Revolution - Wednesday October 3, 3:45 p.m.–4:45 p.m. Seth Godin, Best-Selling Author, Founder of Squidoo.com David Vap, Global Vice President, Product Development, Oracle Driving a Customer Experience Strategy - Wednesday October 3, 5:00 p.m.–6:00 p.m. David Vap, Global Vice President, Product Development, Oracle Matthew Banks, Senior Director, Customer Experience Solutions, Oracle Register now.

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  • A Modern Marketing Marvel: Eloqua Experience 2013

    - by kristin.jellison
    Hey there, partners— You’d be hard pressed to find a more convincing example of modern marketing than the one that descended upon San Francisco last week. We’re talking about Eloqua Experience 2013, of course. It is remarkable that a marketing technology conference has become a case study in successful 21st-century marketing practices. Eloqua Experience 2013 (#EE13) was all about customer-focused, targeted messaging, multichannel content, analytics and real-time multiscreen engagement. It made for a busy, yet interactive experience for over 2,000 eager attendees. This year’s event brought together some of the world’s most innovative marketers for three days of immersive sessions covering marketing best practices, customer stories and deep-dive technical classes. With 70 breakout sessions, product announcements, and a special conversation with Vince Gilligan, creator and executive producer of “Breaking Bad,” #EE13 brought a lot of critical marketing news to light. Oracle’s goal: to make sure our partners stay updated. As you know, Eloqua joined Oracle in late 2012, further rounding out our Customer Experience applications platform. Eloqua is a marketing automation solution and marketing cloud centerpiece that partners can use to target the right buyers, easily execute campaigns, bring leads to sales and bring in high ROIs. The resources below will help you stay on top of the industry’s best practices for marketing, plus all the advantages Eloqua can bring to partners. Partner Opportunities and Strategy with Eloqua The latest Eloqua partner strategy. Interview with Oracle Eloqua GM Kevin Akeroyd on Eloqua Experience A short recap of 2013’s Experience. Eloqua Product Announcements John Stetic, VP of Products for Oracle Eloqua, highlights the top product news, including a new profiler app and the ability to integrate display advertising into multichannel campaigns. Eloqua Experience Highlight Reel See what all the bustle was about. Eloqua Experience Session Overviews A quick look at what the keynote and breakout sessions covered, with links to session content. Modern Marketing Essentials Library Tips, blueprints, and strategies for success based on the 5 Tenets of Modern Marketing. Over and out, Your OPN Marketing Allies

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  • Does using a PHP framework count as experience using PHP to a company that doesn't use that framework?

    - by sq1020
    I've started working at a company that uses the Yii PHP framework. I'm mostly using Yii but also some frontend stuff like jQuery and Ajax. What I'm worried about is limiting my skill set to a framework that isn't very popular. I mean, if the company I worked for was using Ruby on Rails or even Django, I wouldn't have this feeling of concern for the future. My first question is then, in regards to being able to find a job in the future somewhere else, is my feeling of concern warranted? Secondly, I see a lot of PHP jobs out there but do you think experience using a PHP framework counts as valuable experience to a company that doesn't use that particular framework or any framework at all?

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  • You Say You Want a (Customer Experience) Revolution

    - by Christie Flanagan
    Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} rev-o-lu-tion [rev-uh-loo-shuhn] noun 1. a sudden, radical or complete change 2. fundamental change in the way of thinking about or visualizing something; a change of paradigm 3. a changeover in use or preference especially in technology <the computer revolution> Lately, I've been hearing an awful lot about the customer experience revolution.  Tonight Oracle will be hosting The Experience Revolution, an evening of exploration and networking with customer experience executives in New York City where Oracle President Mark Hurd will introduce Oracle Customer Experience, a cross-stack suite of customer experience products that includes Oracle WebCenter and a number of other Oracle technologies. Then on Tuesday and Wednesday, the Forrester Customer Experience Forum East also kicks off in New York City where they'll examine how businesses can "reap the full business benefits of the customer experience revolution." So, are we in the midst of a customer experience revolution? As a consumer, I can answer that question with a definitive “yes.” When I bought my very first car, I had a lot of questions. How do I know if I’m paying a fair price? How do I know if this dealer is honest? Why do I have to sit through these good cop, bad cop shenanigans between sales and sales management at the dealership? Why do I feel like I’m doing these people a favor by giving them my business? In the end the whole experience left me feeling deeply unsatisfied. I didn’t feel that I held all that much power over the experience and the only real negotiating trick I had was to walk out, which I did, many times before actually making a purchase. Fast forward to a year ago and I found myself back in the market for a new car. The very first car that I bought had finally kicked the bucket after many years, many repair bills, and much wear and tear. Man, I had loved that car. It was time to move on, but I had a knot in my stomach when I reflected back on my last car purchase experience and dreaded the thought of going through that again. Could that have been the reason why I drove my old car for so long? But as I started the process of researching new cars, I started to feel really confident. I had a wealth of online information that helped me in my search. I went to Edmunds and plugged in some information on my preferences and left with a short list of vehicles. After an afternoon spent test driving the cars my short list, I had determined my favorite – it was a model I didn’t even know about until my research on Edmunds! But I didn’t want to go back to the dealership where I test drove it. They were clearly old school and wanted me to buy the way that they wanted to sell. No thanks! After that I went back online. I figured out exactly what people had paid for this car in my area. I found out what kind of discount others were able to negotiate from an online community forum dedicated to the make and model. I found out how the sales people were being incentivized by the manufacturer that month. I learned which dealers had the best ratings and reviews. This was actually getting exciting. I was feeling really empowered. My next step was to request online quotes from the some of the highest rated dealers but I already knew exactly how much I was going to pay. This was really a test for the dealers. My new mantra was “let he who delivers the best customer experience win.” An inside sales rep from one dealer responded to my quote request within a couple of hours. I told him I had already decided on the make and model and it was just a matter of figuring out who I would buy it from. I also told them that I was really busy and wouldn’t set foot in the dealership unless we had come to terms beforehand. Lastly, I let him know that I’d prefer to work out the details via email. He promised to get back to me shortly with a detailed quote. Over the next few days I received calls from other dealers. One asked me a host of questions that I had already answered in their lengthy online form. Another blamed their website performance issues for their delay in responding to my request. But by then it didn’t really matter because I’d already bought the car days before from the dealer who responded to me first and who was willing to adjust their sales process to accommodate my buying one. So, yes, I really do believe we are in the midst of a customer experience revolution. And every revolution leaves some victorious and other vanquished. Which side do you want to be on when it comes to the customer experience revolution?

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  • It is CX a new concept?

    - by Isabel F. Peñuelas
    The Marketing Industry and the Web Industry are talking about CX since some time. However it is only very recently that the concept has reached some common meaning accepted by the analysts’ and the IT community. The new CX model depends on two previous facts: the expansion of the social media, and the impact of the new advanced features of mobile devices regarding brand-customer interaction. CXsers vs UXers First there is some need of disambiguity between User Experience and Customer Experience. User Experience -UX, is a much well established concept related with the design of user interactions for particular devices. UX people are interested on multiple touch points of digital interfaces while CX people are interested on all kind of interfaces including physical ones. UX is an evolution of Web Usability, while CX is a marketing concept. UX is an instrument of User Experience. CX in fact is all about Connections and Interactions. Connections Dan Draper, the creative director Mad Men, understands very well that to market effectively means to connect with people, and the best way to connect to people is to use the connections people have with other people: understanding Social Media connections and taking the customer pulse of customers on those medias, and are strong facilitators of CX strategies.  Interactions We can very simply define CX as the relationship that a customer establishes with a brand through multiple touch points (interactions, channels) through the entire life cycle of his relationship- direct or indirect with the brand. Interactions can be grouped on Customer Journeys through multiple touch points defined as the path a customer follows to achieve a goal. Processes A customer journey today usually starts at the moment he surfs the Web, then he takes a purchase decision; purchases the product;  request a particular service and finally recommends or do not recommends the product.  Customer Journeys are processes, and to analyze customer journeys there exists today a broad offering of modern Customer Journey tools very similar actually to the use cases or UML activity diagrams for IT systems design. As a summary CX is nothing more and nothing less than applying process analysis methods for better understanding how to create value through customer interactions across the multiple user´s touch points with the brand.

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  • Interessante Neuigkeiten zu "Customer Experience"

    - by pweckerl
    "Customer Experience is NOW" - Unter diesem Titel stellte Mark Hurd vor kurzem unsere Neuigkeiten und Strategien im Bereich Customer Experience, einem immer wichtiger werdendem Bereich der Verschmelzung verschiedenster Kanäle zu einer durchgängigen Kundenkommunikation vor. Mehr zum Thema Customer Experience finden Sie auch auf dem Oracle WebCenter Blog unter https://blogs.oracle.com/webcenter/entry/the_experience_revolution Customer Experience is NOW

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  • Next Best Action: an emerging engagement paradigm can elevate customer experience to the next level

    - by Richard Lefebvre
    As customer interactions increase across an expanding number of communication channels, business leaders are struggling to understand and engage with each customer effectively. To address this challenge, leading organizations are adopting strategies around “next best action,” a decision-support model that systematically identifies the next best step to take in the customer conversation—whether that action is providing additional information or targeted services, presenting a unique offer, or taking no action at all... Read the complete article - by Mark A. Stevens (vice president, Insight and Customer Strategy, at Oracle) - here

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  • Windows Experience Index could not be computed

    - by Alexey Ivanov
    I've upgraded recently from Windows Vista to Windows 8. When I try to rate my computer, it accesses DirectX 9 performance, then processes to DirectX 10 tests: And it gets stuck at this point. In 5–10 minutes, it shows error message: The video card is rather old: Mobile Intel 965 Express Chipset Family. I'm pretty sure it does not support DirectX 10. Why does Windows assess it with DirectX 10? And how can I make it skip DirectX 10 tests and get the system rating? The driver was installed automatically by Windows 8 from Windows Update. Version: 8.15.10.2697 Date: 10/01/2012

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  • How to dissuade a customer who just learned a technology and wants to use it everywhere?

    - by MainMa
    My customer recently discovered what is URL Rewriting, without completely understanding what it is, how it works and the pros and cons of it. Now, he asks for lots of strange changes in actual requirements of current projects and changes in old projects in order to implement what he believes is URL Rewriting. On one hand, I'm annoyed being asked to do things which doesn't make any sense instead of doing real work. On the other hand, I can't tell my customer that he doesn't understand anything in the subject despite his interest in it. I think many people have had situations when their manager or their customer just learned a new buzzword or a new technology, and he loved it so much than he wanted to use it in every project, everywhere, rewrite the whole codebase just to use this new thing, etc. Also, I've recently read something related on Programmers.SE where people told about their experiences when there was a huge buzz around XML, and some managers would ask to introduce XML in every project just to show to everyone that they have used it. So those who have been in similar situation, how have you managed it?

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  • customer wont provide ssh access - ftp only

    - by Max
    Eh, here is my problem: I am working in a webdevelopment agency (thats a problem but not the real problem, read on). Most of the time I choose the live server myself when creating a new website project. But now the customer already has a "server" (10 GB on a cheapo host!) and the "admin" refuses to give me ssh access to it. But I need to access the server via shell because many files will be transported (need to be able to upload and extract a tar) and I need to insert or create mysql dumps via command line. He argues FTP and phpmyadmin should be enough... as far as I know the webspace was just ordered to host the website, so no security critical apps are running there. How can I either convince the admin to give me the ssh login or tell management that we need our own server? Anyone with similiar experiences? This is really annoying as this is a very small project that should be done fast and now one has to fight in order to just get the work done...

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  • Building applications with WCF - Intro

    - by skjagini
    I am going to write series of articles using Windows Communication Framework (WCF) to develop client and server applications and this is the first part of that series. What is WCF As Juwal puts in his Programming WCF book, WCF provides an SDK for developing and deploying services on Windows, provides runtime environment to expose CLR types as services and consume services as CLR types. Building services with WCF is incredibly easy and it’s implementation provides a set of industry standards and off the shelf plumbing including service hosting, instance management, reliability, transaction management, security etc such that it greatly increases productivity Scenario: Lets consider a typical bank customer trying to create an account, deposit amount and transfer funds between accounts, i.e. checking and savings. To make it interesting, we are going to divide the functionality into multiple services and each of them working with database directly. We will run test cases with and without transactional support across services. In this post we will build contracts, services, data access layer, unit tests to verify end to end communication etc, nothing big stuff here and we dig into other features of the WCF in subsequent posts with incremental changes. In any distributed architecture we have two pieces i.e. services and clients. Services as the name implies provide functionality to execute various pieces of business logic on the server, and clients providing interaction to the end user. Services can be built with Web Services or with WCF. Service built on WCF have the advantage of binding independent, i.e. can run against TCP and HTTP protocol without any significant changes to the code. Solution Services Profile: For creating a new bank customer, getting details about existing customer ProfileContract ProfileService Checking Account: To get checking account balance, deposit or withdraw amount CheckingAccountContract CheckingAccountService Savings Account: To get savings account balance, deposit or withdraw amount SavingsAccountContract SavingsAccountService ServiceHost: To host services, i.e. running the services at particular address, binding and contract where client can connect to Client: Helps end user to use services like creating account and amount transfer between the accounts BankDAL: Data access layer to work with database     BankDAL It’s no brainer not to use an ORM as many matured products are available currently in market including Linq2Sql, Entity Framework (EF), LLblGenPro etc. For this exercise I am going to use Entity Framework 4.0, CTP 5 with code first approach. There are two approaches when working with data, data driven and code driven. In data driven we start by designing tables and their constrains in database and generate entities in code while in code driven (code first) approach entities are defined in code and the metadata generated from the entities is used by the EF to create tables and table constrains. In previous versions the entity classes had  to derive from EF specific base classes. In EF 4 it  is not required to derive from any EF classes, the entities are not only persistence ignorant but also enable full test driven development using mock frameworks.  Application consists of 3 entities, Customer entity which contains Customer details; CheckingAccount and SavingsAccount to hold the respective account balance. We could have introduced an Account base class for CheckingAccount and SavingsAccount which is certainly possible with EF mappings but to keep it simple we are just going to follow 1 –1 mapping between entity and table mappings. Lets start out by defining a class called Customer which will be mapped to Customer table, observe that the class is simply a plain old clr object (POCO) and has no reference to EF at all. using System;   namespace BankDAL.Model { public class Customer { public int Id { get; set; } public string FullName { get; set; } public string Address { get; set; } public DateTime DateOfBirth { get; set; } } }   In order to inform EF about the Customer entity we have to define a database context with properties of type DbSet<> for every POCO which needs to be mapped to a table in database. EF uses convention over configuration to generate the metadata resulting in much less configuration. using System.Data.Entity;   namespace BankDAL.Model { public class BankDbContext: DbContext { public DbSet<Customer> Customers { get; set; } } }   Entity constrains can be defined through attributes on Customer class or using fluent syntax (no need to muscle with xml files), CustomerConfiguration class. By defining constrains in a separate class we can maintain clean POCOs without corrupting entity classes with database specific information.   using System; using System.Data.Entity.ModelConfiguration;   namespace BankDAL.Model { public class CustomerConfiguration: EntityTypeConfiguration<Customer> { public CustomerConfiguration() { Initialize(); }   private void Initialize() { //Setting the Primary Key this.HasKey(e => e.Id);   //Setting required fields this.HasRequired(e => e.FullName); this.HasRequired(e => e.Address); //Todo: Can't create required constraint as DateOfBirth is not reference type, research it //this.HasRequired(e => e.DateOfBirth); } } }   Any queries executed against Customers property in BankDbContext are executed against Cusomers table. By convention EF looks for connection string with key of BankDbContext when working with the context.   We are going to define a helper class to work with Customer entity with methods for querying, adding new entity etc and these are known as repository classes, i.e., CustomerRepository   using System; using System.Data.Entity; using System.Linq; using BankDAL.Model;   namespace BankDAL.Repositories { public class CustomerRepository { private readonly IDbSet<Customer> _customers;   public CustomerRepository(BankDbContext bankDbContext) { if (bankDbContext == null) throw new ArgumentNullException(); _customers = bankDbContext.Customers; }   public IQueryable<Customer> Query() { return _customers; }   public void Add(Customer customer) { _customers.Add(customer); } } }   From the above code it is observable that the Query methods returns customers as IQueryable i.e. customers are retrieved only when actually used i.e. iterated. Returning as IQueryable also allows to execute filtering and joining statements from business logic using lamba expressions without cluttering the data access layer with tens of methods.   Our CheckingAccountRepository and SavingsAccountRepository look very similar to each other using System; using System.Data.Entity; using System.Linq; using BankDAL.Model;   namespace BankDAL.Repositories { public class CheckingAccountRepository { private readonly IDbSet<CheckingAccount> _checkingAccounts;   public CheckingAccountRepository(BankDbContext bankDbContext) { if (bankDbContext == null) throw new ArgumentNullException(); _checkingAccounts = bankDbContext.CheckingAccounts; }   public IQueryable<CheckingAccount> Query() { return _checkingAccounts; }   public void Add(CheckingAccount account) { _checkingAccounts.Add(account); }   public IQueryable<CheckingAccount> GetAccount(int customerId) { return (from act in _checkingAccounts where act.CustomerId == customerId select act); }   } } The repository classes look very similar to each other for Query and Add methods, with the help of C# generics and implementing repository pattern (Martin Fowler) we can reduce the repeated code. Jarod from ElegantCode has posted an article on how to use repository pattern with EF which we will implement in the subsequent articles along with WCF Unity life time managers by Drew Contracts It is very easy to follow contract first approach with WCF, define the interface and append ServiceContract, OperationContract attributes. IProfile contract exposes functionality for creating customer and getting customer details.   using System; using System.ServiceModel; using BankDAL.Model;   namespace ProfileContract { [ServiceContract] public interface IProfile { [OperationContract] Customer CreateCustomer(string customerName, string address, DateTime dateOfBirth);   [OperationContract] Customer GetCustomer(int id);   } }   ICheckingAccount contract exposes functionality for working with checking account, i.e., getting balance, deposit and withdraw of amount. ISavingsAccount contract looks the same as checking account.   using System.ServiceModel;   namespace CheckingAccountContract { [ServiceContract] public interface ICheckingAccount { [OperationContract] decimal? GetCheckingAccountBalance(int customerId);   [OperationContract] void DepositAmount(int customerId,decimal amount);   [OperationContract] void WithdrawAmount(int customerId, decimal amount);   } }   Services   Having covered the data access layer and contracts so far and here comes the core of the business logic, i.e. services.   .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } ProfileService implements the IProfile contract for creating customer and getting customer detail using CustomerRepository. using System; using System.Linq; using System.ServiceModel; using BankDAL; using BankDAL.Model; using BankDAL.Repositories; using ProfileContract;   namespace ProfileService { [ServiceBehavior(IncludeExceptionDetailInFaults = true)] public class Profile: IProfile { public Customer CreateAccount( string customerName, string address, DateTime dateOfBirth) { Customer cust = new Customer { FullName = customerName, Address = address, DateOfBirth = dateOfBirth };   using (var bankDbContext = new BankDbContext()) { new CustomerRepository(bankDbContext).Add(cust); bankDbContext.SaveChanges(); } return cust; }   public Customer CreateCustomer(string customerName, string address, DateTime dateOfBirth) { return CreateAccount(customerName, address, dateOfBirth); } public Customer GetCustomer(int id) { return new CustomerRepository(new BankDbContext()).Query() .Where(i => i.Id == id).FirstOrDefault(); }   } } From the above code you shall observe that we are calling bankDBContext’s SaveChanges method and there is no save method specific to customer entity because EF manages all the changes centralized at the context level and all the pending changes so far are submitted in a batch and it is represented as Unit of Work. Similarly Checking service implements ICheckingAccount contract using CheckingAccountRepository, notice that we are throwing overdraft exception if the balance falls by zero. WCF has it’s own way of raising exceptions using fault contracts which will be explained in the subsequent articles. SavingsAccountService is similar to CheckingAccountService. using System; using System.Linq; using System.ServiceModel; using BankDAL.Model; using BankDAL.Repositories; using CheckingAccountContract;   namespace CheckingAccountService { [ServiceBehavior(IncludeExceptionDetailInFaults = true)] public class Checking:ICheckingAccount { public decimal? GetCheckingAccountBalance(int customerId) { using (var bankDbContext = new BankDbContext()) { CheckingAccount account = (new CheckingAccountRepository(bankDbContext) .GetAccount(customerId)).FirstOrDefault();   if (account != null) return account.Balance;   return null; } }   public void DepositAmount(int customerId, decimal amount) { using(var bankDbContext = new BankDbContext()) { var checkingAccountRepository = new CheckingAccountRepository(bankDbContext); CheckingAccount account = (checkingAccountRepository.GetAccount(customerId)) .FirstOrDefault();   if (account == null) { account = new CheckingAccount() { CustomerId = customerId }; checkingAccountRepository.Add(account); }   account.Balance = account.Balance + amount; if (account.Balance < 0) throw new ApplicationException("Overdraft not accepted");   bankDbContext.SaveChanges(); } } public void WithdrawAmount(int customerId, decimal amount) { DepositAmount(customerId, -1*amount); } } }   BankServiceHost The host acts as a glue binding contracts with it’s services, exposing the endpoints. The services can be exposed either through the code or configuration file, configuration file is preferred as it allows run time changes to service behavior even after deployment. We have 3 services and for each of the service you need to define name (the class that implements the service with fully qualified namespace) and endpoint known as ABC, i.e. address, binding and contract. We are using netTcpBinding and have defined the base address with for each of the contracts .csharpcode, .csharpcode pre { font-size: small; color: black; font-family: consolas, "Courier New", courier, monospace; background-color: #ffffff; /*white-space: pre;*/ } .csharpcode pre { margin: 0em; } .csharpcode .rem { color: #008000; } .csharpcode .kwrd { color: #0000ff; } .csharpcode .str { color: #006080; } .csharpcode .op { color: #0000c0; } .csharpcode .preproc { color: #cc6633; } .csharpcode .asp { background-color: #ffff00; } .csharpcode .html { color: #800000; } .csharpcode .attr { color: #ff0000; } .csharpcode .alt { background-color: #f4f4f4; width: 100%; margin: 0em; } .csharpcode .lnum { color: #606060; } <system.serviceModel> <services> <service name="ProfileService.Profile"> <endpoint binding="netTcpBinding" contract="ProfileContract.IProfile"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Profile"/> </baseAddresses> </host> </service> <service name="CheckingAccountService.Checking"> <endpoint binding="netTcpBinding" contract="CheckingAccountContract.ICheckingAccount"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Checking"/> </baseAddresses> </host> </service> <service name="SavingsAccountService.Savings"> <endpoint binding="netTcpBinding" contract="SavingsAccountContract.ISavingsAccount"/> <host> <baseAddresses> <add baseAddress="net.tcp://localhost:1000/Savings"/> </baseAddresses> </host> </service> </services> </system.serviceModel> Have to open the services by creating service host which will handle the incoming requests from clients.   using System;   namespace ServiceHost { class Program { static void Main(string[] args) { CreateHosts(); Console.ReadLine(); }   private static void CreateHosts() { CreateHost(typeof(ProfileService.Profile),"Profile Service"); CreateHost(typeof(SavingsAccountService.Savings), "Savings Account Service"); CreateHost(typeof(CheckingAccountService.Checking), "Checking Account Service"); }   private static void CreateHost(Type type, string hostDescription) { System.ServiceModel.ServiceHost host = new System.ServiceModel.ServiceHost(type); host.Open();   if (host.ChannelDispatchers != null && host.ChannelDispatchers.Count != 0 && host.ChannelDispatchers[0].Listener != null) Console.WriteLine("Started: " + host.ChannelDispatchers[0].Listener.Uri); else Console.WriteLine("Failed to start:" + hostDescription); } } } BankClient    The client has no knowledge about service business logic other than the functionality it exposes through the contract, end points and a proxy to work against. The endpoint data and server proxy can be generated by right clicking on the project reference and choosing ‘Add Service Reference’ and entering the service end point address. Or if you have access to source, you can manually reference contract dlls and update clients configuration file to point to the service end point if the server and client happens to be being built using .Net framework. One of the pros with the manual approach is you don’t have to work against messy code generated files.   <system.serviceModel> <client> <endpoint name="tcpProfile" address="net.tcp://localhost:1000/Profile" binding="netTcpBinding" contract="ProfileContract.IProfile"/> <endpoint name="tcpCheckingAccount" address="net.tcp://localhost:1000/Checking" binding="netTcpBinding" contract="CheckingAccountContract.ICheckingAccount"/> <endpoint name="tcpSavingsAccount" address="net.tcp://localhost:1000/Savings" binding="netTcpBinding" contract="SavingsAccountContract.ISavingsAccount"/>   </client> </system.serviceModel> The client uses a façade to connect to the services   using System.ServiceModel; using CheckingAccountContract; using ProfileContract; using SavingsAccountContract;   namespace Client { public class ProxyFacade { public static IProfile ProfileProxy() { return (new ChannelFactory<IProfile>("tcpProfile")).CreateChannel(); }   public static ICheckingAccount CheckingAccountProxy() { return (new ChannelFactory<ICheckingAccount>("tcpCheckingAccount")) .CreateChannel(); }   public static ISavingsAccount SavingsAccountProxy() { return (new ChannelFactory<ISavingsAccount>("tcpSavingsAccount")) .CreateChannel(); }   } }   With that in place, lets get our unit tests going   using System; using System.Diagnostics; using BankDAL.Model; using NUnit.Framework; using ProfileContract;   namespace Client { [TestFixture] public class Tests { private void TransferFundsFromSavingsToCheckingAccount(int customerId, decimal amount) { ProxyFacade.CheckingAccountProxy().DepositAmount(customerId, amount); ProxyFacade.SavingsAccountProxy().WithdrawAmount(customerId, amount); }   private void TransferFundsFromCheckingToSavingsAccount(int customerId, decimal amount) { ProxyFacade.SavingsAccountProxy().DepositAmount(customerId, amount); ProxyFacade.CheckingAccountProxy().WithdrawAmount(customerId, amount); }     [Test] public void CreateAndGetProfileTest() { IProfile profile = ProxyFacade.ProfileProxy(); const string customerName = "Tom"; int customerId = profile.CreateCustomer(customerName, "NJ", new DateTime(1982, 1, 1)).Id; Customer customer = profile.GetCustomer(customerId); Assert.AreEqual(customerName,customer.FullName); }   [Test] public void DepositWithDrawAndTransferAmountTest() { IProfile profile = ProxyFacade.ProfileProxy(); string customerName = "Smith" + DateTime.Now.ToString("HH:mm:ss"); var customer = profile.CreateCustomer(customerName, "NJ", new DateTime(1982, 1, 1)); // Deposit to Savings ProxyFacade.SavingsAccountProxy().DepositAmount(customer.Id, 100); ProxyFacade.SavingsAccountProxy().DepositAmount(customer.Id, 25); Assert.AreEqual(125, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); // Withdraw ProxyFacade.SavingsAccountProxy().WithdrawAmount(customer.Id, 30); Assert.AreEqual(95, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id));   // Deposit to Checking ProxyFacade.CheckingAccountProxy().DepositAmount(customer.Id, 60); ProxyFacade.CheckingAccountProxy().DepositAmount(customer.Id, 40); Assert.AreEqual(100, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id)); // Withdraw ProxyFacade.CheckingAccountProxy().WithdrawAmount(customer.Id, 30); Assert.AreEqual(70, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id));   // Transfer from Savings to Checking TransferFundsFromSavingsToCheckingAccount(customer.Id,10); Assert.AreEqual(85, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); Assert.AreEqual(80, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id));   // Transfer from Checking to Savings TransferFundsFromCheckingToSavingsAccount(customer.Id, 50); Assert.AreEqual(135, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customer.Id)); Assert.AreEqual(30, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customer.Id)); }   [Test] public void FundTransfersWithOverDraftTest() { IProfile profile = ProxyFacade.ProfileProxy(); string customerName = "Angelina" + DateTime.Now.ToString("HH:mm:ss");   var customerId = profile.CreateCustomer(customerName, "NJ", new DateTime(1972, 1, 1)).Id;   ProxyFacade.SavingsAccountProxy().DepositAmount(customerId, 100); TransferFundsFromSavingsToCheckingAccount(customerId,80); Assert.AreEqual(20, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customerId)); Assert.AreEqual(80, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customerId));   try { TransferFundsFromSavingsToCheckingAccount(customerId,30); } catch (Exception e) { Debug.WriteLine(e.Message); }   Assert.AreEqual(110, ProxyFacade.CheckingAccountProxy().GetCheckingAccountBalance(customerId)); Assert.AreEqual(20, ProxyFacade.SavingsAccountProxy().GetSavingsAccountBalance(customerId)); } } }   We are creating a new instance of the channel for every operation, we will look into instance management and how creating a new instance of channel affects it in subsequent articles. The first two test cases deals with creation of Customer, deposit and withdraw of month between accounts. The last case, FundTransferWithOverDraftTest() is interesting. Customer starts with depositing $100 in SavingsAccount followed by transfer of $80 in to checking account resulting in $20 in savings account.  Customer then initiates $30 transfer from Savings to Checking resulting in overdraft exception on Savings with $30 being deposited to Checking. As we are not running both the requests in transactions the customer ends up with more amount than what he started with $100. In subsequent posts we will look into transactions handling.  Make sure the ServiceHost project is set as start up project and start the solution. Run the test cases either from NUnit client or TestDriven.Net/Resharper which ever is your favorite tool. Make sure you have updated the data base connection string in the ServiceHost config file to point to your local database

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  • Oracle - A Leader in Gartner's MQ for Master Data Management for Customer Data

    - by Mala Narasimharajan
      The Gartner MQ report for Master Data Management of Customer Data Solutions is released and we're proud to say that Oracle is in the leaders' quadrant.  Here's a snippet from the report itself:  " “Oracle has a strong, though complex, portfolio of domain-specific MDM products that include prepackaged data models. Gartner estimates that Oracle now has over 1,500 licensed MDM customers, including 650 customers managing customer data. The MDM portfolio includes three products that address MDM of customer data solution needs: Oracle Fusion Customer Hub (FCH), Oracle CDH and Oracle Siebel UCM. These three MDM products are positioned for different segments of the market and Oracle is progressively moving all three products onto a common MDM technology platform..." (Gartner, Oct 18, 2012)  For more information on Oracle's solutions for customer data in Master Data Management, click here.  

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  • Identity Globe Trotters (Sep Edition): The Social Customer

    - by Tanu Sood
    Welcome to the inaugural edition of our monthly series - Identity Globe Trotters. Starting today, the last Friday of every month, we will explore regional commentary on Identity Management. We will invite guest contributors from around the world to share their opinions and experiences around Identity Management and highlight regional nuances, specific drivers, solutions and more. Today's feature is contributed by Michael Krebs, Head of Business Development at esentri consulting GmbH, a (SOA) specialized Oracle Gold Partner based in Ettlingen, Germany. In his current role, Krebs is dealing with the latest developments in Enterprise Social Networking and the Integration of Social Media within business processes.  By Michael Krebs The relevance of "easy sign-on" in the age of the "Social Customer" With the growth of Social Networks, the time people spend within those closed "eco-systems" is growing year by year. With social networks looking to integrate search engines, like Facebook announced some weeks ago, their relevance will continue to grow in contrast to the more conventional search engines. This is one of the reasons why social network accounts of the users are getting more and more like a virtual fingerprint. With the growing relevance of social networks the importance of a simple way for customers to get in touch with say, customer care or contract departments, will be crucial for sales processes in critical markets. Customers want to have one single point of contact and also an easy "login-method" with no dedicated usernames, passwords or proprietary accounts. The golden rule in the future social media driven markets will be: The lower the complexity of the initial contact, the better a company can profit from social networks. If you, for example, can generate a smart way of how an existing customer can use self-service portals, the cost in providing phone support can be lowered significantly. Recruiting and Hiring of "Digital Natives" Another particular example is "social" recruiting processes. The so called "digital natives" don´t want to type in their profile facts and CV´s in proprietary systems. Why not use the actual LinkedIn profile? In German speaking region, the market in the area of professional social networks is dominated by XING, the equivalent to LinkedIn. A few weeks back, this network also opened up their interfaces for integrating social sign-ons or the usage of profile data for recruiting-purposes. In the European (and especially the German) employment market, where the number of young candidates is shrinking because of the low birth rate in the region, it will become essential to use social-media supported hiring processes to find and on-board the rare talents. In fact, you will see traditional recruiting websites integrated with social hiring to attract the best talents in the market, where the pool of potential candidates has decreased dramatically over the years. Identity Management as a key factor in the Customer Experience process To create the biggest value for customers and also future employees, companies need to connect their HCM or CRM-systems with powerful Identity management solutions. With the highly efficient Oracle (social & mobile enabling) Identity Management solution, enterprises can combine easy sign on with secure connections to the backend infrastructure. This combination enables a "one-stop" service with personalized content for customers and talents. In addition, companies can collect valuable data for the enrichment of their CRM-data. The goal is to enrich the so called "Customer Experience" via all available customer channels and contact points. Those systems have already gained importance in the B2C-markets and will gradually spread out to B2B-channels in the near future. Conclusion: Central and "Social" Identity management is key to Customer Experience Management and Talent Management For a seamless delivery of "Customer Experience Management" and a modern way of recruiting the best talent, companies need to integrate Social Sign-on capabilities with modern CX - and Talent management infrastructure. This lowers the barrier for existing and future customers or employees to get in touch with sales, support or human resources. Identity management is the technology enabler and backbone for a modern Customer Experience Infrastructure. Oracle Identity management solutions provide the opportunity to secure Social Applications and connect them with modern CX-solutions. At the end, companies benefit from "best of breed" processes and solutions for enriching customer experience without compromising security. About esentri: esentri is a provider of enterprise social networking and brings the benefits of social network communication into business environments. As one key strength, esentri uses Oracle Identity Management solutions for delivering Social and Mobile access for Oracle’s CRM- and HCM-solutions. …..End Guest Post…. With new and enhanced features optimized to secure the new digital experience, the recently announced Oracle Identity Management 11g Release 2 enables organizations to securely embrace cloud, mobile and social infrastructures and reach new user communities to help further expand and develop their businesses. Additional Resources: Oracle Identity Management 11gR2 release Oracle Identity Management website Datasheet: Mobile and Social Access (pdf) IDM at OOW: Focus on Identity Management Facebook: OracleIDM Twitter: OracleIDM We look forward to your feedback on this post and welcome your suggestions for topics to cover in Identity Globe Trotters. Last Friday, every month!

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  • Missed OpenWorld? Fear not. Customer Service Presentations for you!

    - by Tuula Fai
    As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this Halloween, why not spend your time listening to these Oracle OpenWorld sessions?   Oracle Service Vision and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service Oracle RightNow Social Customer Service Oracle RightNow Cloud Service - Upgrades Oracle Service – EBS Field Service Oracle Service – Siebel Service Oracle Service – Siebel Field Service In these presentations, you will learn the latest capabilities available in Oracle’s Service solutions for delivering a great customer experience. Like the ability to … Serve Your Customers Anywhere to maintain one seamless dialogue Turn Your Contact Center into a Profit Center by giving personal offers Use Social to Get Ahead of Service Issues by capturing and responding to posts Offer Help a Click Away on your support site at the point of need Humanize Web Self-Service with a Virtual Assistant that uses natural conversation As journalist Robert Liparulo said, “Knowledge was like candy: you never turned it down, especially if you didn't have to work too hard to get it.” It’s right here. Listen, Learn and Lead.

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  • What's better in terms of user experience - providing an email address or a link to my projects github account?

    - by Oliver Weiler
    What's better in terms of user experience? Provide the user an email account where he can report bugs, or a link to the projects github issues page (which requires a github account but may be easier to submit bugs to)? EDIT The application is a Bash script hosted on github. The GNU Coding Standards suggests using an email address, which may or may not an appropriate solution. Target audience is the CLI power user.

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  • How to refuse to give an access to passwords to a customer without being unprofessional or rude?

    - by MainMa
    Let's say you're creating a website for a customer. This website has its own registration (either combined with OpenID or not). The customer asks you to be able to see the passwords the users are choosing, given that the users will probably be using the same password on every website. In general, I say: either that it is impossible to retrieve the passwords, since they are not stored in plain text, but hashed, or that I have no right to do that or that administrators must not be able to see the passwords of users, without giving any additional details. The first one is false: even if the passwords are hashed, it is still possible to catch and store them on each logon (for example doing a strange sort of audit which will remember not only which user succeeded or failed to logon, but also with which password). The second one is rude. How to refuse this request, without being either unprofessional or rude?

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