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• Partner Blog Series: PwC Perspectives - Looking at R2 for Customer Organizations

  - by Tanu Sood

  Welcome to the first of our partner blog series. November Mondays are all about PricewaterhouseCoopers' perespective on Identity and R2. In this series, we have identity management experts from PricewaterhouseCoopers (PwC) share their perspective on (and experiences with) the recent identity management release, Oracle Identity Management R2. The purpose of the series is to discuss real world identity use cases that helped shape the innovations in the recent R2 release and the implementation strategies that customers are employing today with expertise from PwC. Part 1: Looking at R2 for Customer Organizations In this inaugural post, we will discuss some of the new features of the R2 release of Oracle Identity Manager that some of our customer organizations are implementing today and the business rationale for those. Oracle's R2 Security portfolio represents a solid step forward for a platform that is already market-leading.  Prior to R2, Oracle was an industry titan in security with reliable products, expansive compatibility, and a large customer base.  Oracle has taken their identity platform to the next level in their latest version, R2.  The new features include a customizable UI, a request catalog, flexible security, and enhancements for its connectors, and more. Oracle customers will be impressed by the new Oracle Identity Manager (OIM) business-friendly UI.  Without question, Oracle has invested significant time in responding to customer feedback about making access requests and related activities easier for non-IT users.  The flexibility to add information to screens, hide fields that are not important to a particular customer, and adjust web themes to suit a company's preference make Oracle's Identity Manager stand out among its peers.  Customers can also expect to carry UI configurations forward with minimal migration effort to future versions of OIM.  Oracle's flexible UI will benefit many organizations looking for a customized feel with out-of-the-box configurations. Organizations looking to extend their services to end users will benefit significantly from new usability features like OIM’s ‘Catalog.’  Customers familiar with Oracle Identity Analytics' 'Glossary' feature will be able to relate to the concept.  It will enable Roles, Entitlements, Accounts, and Resources to be requested through the out-of-the-box UI.  This is an industry-changing feature as customers can make the process to request access easier than ever.  For additional ease of use, Oracle has introduced a shopping cart style request interface that further simplifies the experience for end users.  Common requests can be setup as profiles to save time.  All of this is combined with the approval workflow engine introduced in R1 that provides the flexibility customers need to meet their compliance requirements. Enhanced security was also on the list of features Oracle wanted to deliver to its customers.  The new end-user UI provides additional granular access controls.  Common Help Desk use cases can be implemented with ease by updating the application profiles.  Access can be rolled out so that administrators can only manage a certain department or organization.  Further, OIM can be more easily configured to select which fields can be read-only vs. updated.  Finally, this security model can be used to limit search results for roles and entitlements intended for a particular department.  Every customer has a different need for access and OIM now matches this need with a flexible security model. One of the important considerations when selecting an Identity Management platform is compatibility.  The number of supported platform connectors and how well it can integrate with non-supported platforms is a key consideration for selecting an identity suite.  Oracle has a long list of supported connectors.  When a customer has a requirement for a platform not on that list, Oracle has a solution too.  Oracle is introducing a simplified architecture called Identity Connector Framework (ICF), which holds the potential to simplify custom connectors.  Finally, Oracle has introduced a simplified process to profile new disconnected applications from the web browser.  This is a useful feature that enables administrators to profile applications quickly as well as empowering the application owner to fulfill requests from their web browser.  Support will still be available for connectors based on previous versions in R2. Oracle Identity Manager's new R2 version has delivered many new features customers have been asking for.  Oracle has matured their platform with R2, making it a truly distinctive platform among its peers. In our next post, expect a deep dive into use cases for a customer considering R2 as their new Enterprise identity solution. In the meantime, we look forward to hearing from you about the specific challenges you are facing and your experience in solving those. Meet the Writers Dharma Padala is a Director in the Advisory Security practice within PwC.  He has been implementing medium to large scale Identity Management solutions across multiple industries including utility, health care, entertainment, retail and financial sectors.   Dharma has 14 years of experience in delivering IT solutions out of which he has been implementing Identity Management solutions for the past 8 years. Scott MacDonald is a Director in the Advisory Security practice within PwC.  He has consulted for several clients across multiple industries including financial services, health care, automotive and retail.   Scott has 10 years of experience in delivering Identity Management solutions. John Misczak is a member of the Advisory Security practice within PwC.  He has experience implementing multiple Identity and Access Management solutions, specializing in Oracle Identity Manager and Business Process Engineering Language (BPEL). Jenny (Xiao) Zhang is a member of the Advisory Security practice within PwC.  She has consulted across multiple industries including financial services, entertainment and retail. Jenny has three years of experience in delivering IT solutions out of which she has been implementing Identity Management solutions for the past one and a half years. Praveen Krishna is a Manager in the Advisory  Security practice within PwC.  Over the last decade Praveen has helped clients plan, architect and implement Oracle identity solutions across diverse industries.  His experience includes delivering security across diverse topics like network, infrastructure, application and data where he brings a holistic point of view to problem solving.

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• Looking for an customer email support system

  - by Martin

  Looking for a "customer email management system" similar to MailTank to deal with support emails. MailTank seemed perfect but it was a bit expensive. I tested the Email Center Pro also but thought it was too messy. Is there something that is simple, cheap, handles 3-5 users and to assign emails and conversations to a particular user?

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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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• Oracle OpenWorld Update: Oracle GoldenGate Customer Panels

  - by Doug Reid

  0 false 18 pt 18 pt 0 0 false false false /* 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-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman"; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} We are two weeks out from the start of Oracle OpenWorld 2012. The Data Integration team has a solid line-up of product and customer sessions for you to attend this year, plus five hands-on labs, and numerous demonstration pods in Moscone South. On Monday we kick the track off with Brad Adelberg’s Future Strategy, Direction and Roadmap for Oracle’s Data Integration Platform at 10:45AM in Moscone West 3005. Over the rest of the week we have a number of deep dive sessions that build out the themes that Brad discusses in his keynote, but the two that I would like to highlight today are our Oracle GoldenGate customer panels. The first customer panel is on Zero Downtime Operations and is on Monday at 1:45 in Moscone West 3005. The theme of this session is how to reduce downtime for critical must-succeed systems. Here’s a rundown of the session: Bank of America, TALX, and St. Jude Medical all have users communities that expect systems to be available around the clock. In this customer panel session, Bank of America discusses how it will be leveraging Oracle GoldenGate. St. Jude Medical shares how it is using Oracle GoldenGate to achieve a zero-downtime migration for a 5 TB Oracle online transaction processing (OLTP) 24/7 mission-critical database. TALX discusses how Equifax Workforce Information Services used Oracle GoldenGate to move from processing online transactions in a single site to processing concurrently from two geographically disparate data centers, providing a highly available solution with significant burst capacity. On Tuesday at 11:45 in Moscone West 3005 we switch gears and host a customer panel on Operational Reporting. The theme of this customer panel is all around reporting and how Oracle GoldenGate raises the bar on reporting by enabling real-time access to real-time data. Here’s a rundown of the session: Turk Telekom and Comcast are half a world away from each other, but these two powerhouse companies have both drastically improved performance and access to real-time data by using Oracle GoldenGate. During this panel discussion, Turk Telekom will explain its evaluation and implementation of Oracle GoldenGate, how the business has experienced significant improvements in the core database and reporting platform, and how it plans to expand its usage into its SOA architecture and its architecture based on Oracle’s Siebel platform. Comcast will explain its implementation of Oracle GoldenGate and how it moves data in real time from its mission-critical HP NonStop database to a Teradata data warehouse. Join us at our sessions to learn what other customers are doing with our products or stop by our demo pods in Moscone south and meet the product management and development teams.

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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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• 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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• 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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• WebCenter Customer Spotlight: Los Angeles Department of Water and Power

  - by me

  Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution Summary Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. The goal of the project was to implement a newly designed web portal to increase customer self-service while reducing transactions via IVR and automate many of the paper based processes to web based workflows for their 1.6 million customers. LADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content and Oracle SOA Suite for the integration of their complex back-end systems infrastructure. The new portal has received extremely positive feedback from not only the customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution. Company OverviewLos Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. LADWP also bills most of these customers for sanitation services provided by another department in the city of Los Angeles.  Business ChallengesThe goal of the project was to implement a newly designed web portal that is easy to navigate from a web browser and mobile devices, as well as be the platform for surfacing internet and intranet applications at LADWP. The primary objective of the new portal was to increase customer self-service while reducing the transactions via IVR and walk-up and to automate many of the paper based processes to web based workflows for customers. This includes automation of Self Service implemented through My Account (Bill Pay, Payment History, Bill History, Usage analysis, Service Request Management) Financial Assistance Programs Customer Rebate Programs Turn Off/Turn On/Transfer of Services Outage Reporting eNotification (SMS, email) Solution DeployedLADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content. Using Oracle SOA Suite they integrated various back-end systems including Oracle Siebel CRM IBM Mainframe based CIS FILENET for document management EBP Eletronic Bill Payment System HP Imprint System for BillXML data Other systems including outage reporting systems, SMS service, etc. The new portal’s features include: Complete Graphical redesign based on best practices in UI Design for high usability Customer Self Service implemented through MyAccount (Bill Pay, Payment History, Bill History, Usage Analysis, Service Request Management) Financial Assistance Programs (CRM, WebCenter) Customer Rebate Programs (CRM, WebCenter) Turn On/Off/Transfer of services (Commercial & Residential) Outage Reporting eNotification (SMS, email) Multilingual (English & Spanish) – using WebCenter multi-language support Section 508 (ADA) Compliant Search – Using WebCenter SES (Secured Enterprise Search) Distributed Authorship in WebCenter Content Mobile Access (any Mobile Browser) Business ResultsThe new portal has received extremely positive feedback from not only customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution. Additional Information LADWP OpenWorld presentation Oracle WebCenter Portal Oracle WebCenter Content Oracle SOA Suite

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• Wesquare (NL) helps major CG customer integrating Oracle Service Cloud (RightNow) with JDEdwards

  - by Richard Lefebvre

  Normal 0 false false false EN-US X-NONE X-NONE When this well known, Italy based, CG player claimed that they needed a new CRM tool, Oracle partner WeSquare had a precise idea of what would be required, knowing that the customer was using JDEdwards as an ERP: they immediately thoughts about a solution that would help synchronizing the customer’s back-end system with the new CRM interface. The customer asked for presentations from three companies, including Oracle, and eventually selected Oracle Service Cloud (RightNow) with Alfa Sistemi (Oracle Platinum Partner) as a System Integrator supported by Wesquare (Oracle Gold partner specialized in RightNow). Synchronizing an On Premises ERP with a new SaaS based CRM platform could be seen as an uphill task, but WeSquare was determined, during the presales cycle, to prove that they had the skills and the attitude to make the difference. So, they rolled up their sleeves and got to it: five days of relentless work, missed lunches, and hours of brainstorming showed its result in the form of a new interface that works fabulously well with the JDEdwards ERP back-end and was successfully pitched by Oracle to the end-customer to win the deal! WeSquare took the occasion to learn that they can integrate Oracle Service Cloud (RightNow) with practically every other solution that a customer may run. As part of the project, WeSquare was also involved in different add-on’s development with the aim of enriching Oracle Service Cloud’s functionality. WeSquare is based in The Netherlands with an in-shore practice supported by off-shore teams in India. WeSquare can integrate and synchronize any application with RightNow. For more information, visit www.wesquare.nl or contact Wiebe Blankenberg (Managing Director) at +31 (0) 6 3632 1104 /* 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:0cm 5.4pt 0cm 5.4pt; mso-para-margin-top:0cm; mso-para-margin-right:0cm; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0cm; 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-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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• The Evolution of an Era: Customer Experience in Retail

  - by Michael Hylton

  Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction? The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere. The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

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• New Agile PLM Customer Testimonial Videos on YouTube

  - by Kerrie Foy

  Have you visited the Oracle Agile PLM channel on YouTube recently? There are many new video testimonials, and even an overview of how Oracle Agile PLM helps companies drive powerful corporate performance by maximizing product profitability. Here are a few highlights... Oracle Agile PLM: Proven Results Watch an overview of the transformative success our customers have realized using Oracle Agile PLM applications to take their company to the next level. Alcatel-Lucent Ups Competitive Edge with Oracle Agile PLM and Oracle EBS Brad Magnani of Alcatel-Lucent Enterprise describes how the Oracle Agile PLM and Oracle EBS solutions help speed time to market, eliminate wasted cash, secure data, and ensure product quality, enabling innovation and success. Herbalife: an Oracle Agile PLM Customer Video Filmed at OpenWorld 2010 Listen to Gary Swanson of Herbalife describe how his organization realizes powerful new insight into product information with Agile PLM Business Intelligence (BI). Tyson: an Oracle Agile PLM for Process Customer Video Filmed at OpenWorld 2010, featuring Kim Glenn Tyson: an Oracle Agile PLM for Process Customer Video Filmed at OpenWorld 2010, featuring Amber Woods We are so proud to have two testimonials from Tyson Foods! Tune in to each to see the unique perspectives on Agile PLM for Process at Tyson from different organizational views, demonstrating Oracle's ability to enable enterprise-wide PLM implementations delivering superior results. Take a moment to view these interesting customer testimonials to learn how Oracle Agile PLM applications are helping companies succeed. Subscribe to our YouTube channel today!

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• Learn How to Integrate Social Media into Your Customer Service - December 12 Webcast

  - by Tuula Fai

  Are you interested in learning more about social media customer service strategies? Then register for CRM Magazine's Roundtable Webcast, Four Social Media Support Strategies, being held Wednesday, December 12 from 11 AM - 12 PM PT (2 - 3 PM ET). The webcast features Oracle's Charlie Knapp, Director of CRM/CX Applications, Product Marketing who will speak on best practices for social enabling your contact center and customer support. Here is a brief overview of the webinar: Today's customers reveal an incredible amount of valuable information through social media on a daily basis. How well is your organization able to listen and repond? Join Parature, Verint Systems, KANA, and Oracle in this free webinar and learn how to: Enable collaboration across the enterprise to provide service and support in social media. Enhance loyalty, drive voice of the customer listening, and reduce costs. Intelligently identify, route, and engage directly with your customers through social media. Integrate social media into contact center workflows to solve customer issues, protect your brand, and improve satisfaction. Register now to join us for this free web event.  

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• The Evolution of Customer Experience in Retail - a study by Oracle and TCS

  - by Richard Lefebvre

  Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction? The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere. The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

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• Customer Experience Management for Retail 2.0 - part 2 / 2

  - by Sanjeev Sharma

  In the previous post, i discussed some of the key trends shaping up in the retail industry, their implications and the challenges facing retailers seeking to regain control of the buyer-seller relationship. Is Customer Experience Management the panacea for the ailing retailers who are now awakening to the power of the consumer? Quite honestly, customer acquisition, retention and satisfaction have been top of mind for retailers for quite some time now. The missing piece of this puzzle is bringing all those countless hours of strategy and planning to fruition. This is more of an execution gap than anything else. Although technology has made consumers more informed, more mobile and more social, customer experience is still largely defined by delivering on the following: Consistent experiences, whether shopping online or offline Personalize-able interaction ("mass market" sounds good as an internal strategy but not when you are a buyer!) Timely order fulfillment, if not pro-active notification of delays Below is a concept architecture for streamlining front-end, mid-office and back-end interfaces through shared process to achieve consistency and efficiency in managing the customer experience from order capture to order provisioning.

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• Entity framework separating entities for product and customer specific implementation

  - by Codecat

  I am designing an application with intention into making it a product line. I would like to extend the functionality across all layers and first struggle is with domain models. For example, core functionality would have entity named Invoice with few standard fields and then customer requirements will add some new fields to it, but I don't want to add to core Invoice class. For every customer I could use customer specific DbContext and injected correct context with dependency injection. Also every customer will get they own deployment public class Product.Domain.Invoice { public int InvoiceId { get; set; } // Other fields } How to approach this problem? Solution 1 does not work since Entity Framework does not allow same simple name classes. public class CustomerA.Domain.Invoice : Product.Domain.Invoice { public User ReviewedBy { get; set; } public DateTime? ReviewedOn { get; set; } } Solution 2 Create separate table and link it to core domain table. Reusing services and controllers could be harder. public class CustomerA.Domain.CustomerAInvoice { public Product.Domain.Invoice Invoice { get; set; } public User ReviewedBy { get; set; } public DateTime? ReviewedOn { get; set; } }

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• 11/28 Thought Leaders Webinar: Marketing Strategies for Great Customer Experiences

  - by Charles Knapp

  With the growing use of mobile and social, it's tempting to bolt on these new channels to existing processes. However, that piecemeal approach may not lead to satisfying customer experiences or solid returns on investments. Furthermore, the volume of information businesses have access to is growing exponentially. Is this leading to better business insight and customer experiences? Join the Internet Marketing Association, The University of California at Irvine, and Oracle as we discuss marketing strategies that will help your customers have better experiences with your brand. You'll learn effective strategies for harnessing the power of "big data" to know more and understand your customers better, empowering customers and employees to make every interaction easy and rewarding, and adapting the customer experience to connect and engage effectively with each customer. Our speakers are Melissa Boxer, Vice President of Product Strategy, Oracle Cloud and CX Applications, who is a conference keynote speaker on integrated social marketing and loyalty analytics, and Dean Abbott, CEO of Abbott Analytics, who is a thought leader in commercial predictive analytics. This learning opportunity takes place on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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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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• Magento set Store Id - customer login - but still logged out

  - by user3564050

  I've got an overridden AccountController in which i set the current store to an other as currently running (example: Customer is in website default and store default, going to login page, click login, my loginPostAction sets the store to id "2" (on website 2) and then executes the parent code loginPostAction. The store is set, of course, but after the login and the redirect to home, the customer is not logged in anymore... Customer-sendlogindata-myaccountcontroller sets store-original account controller logs in without errors (cause $session customer is set)-redirect to home-customer is not logged in anymore... i set the store with Mage::app()-setCurrentStore($id); . And in index.php i've got an extra where the store is set to the right id (2) too and this works... but the customer is not logged in anymore.. is that an issue with the session cause different websites ? I don't want to globally share customer.. each website has his own customers, but every customer has to be able to login on default store. AccountController.php overridden: public $Website_Ids = array( array("code" => "gerstore", "id" => "3", "website" => "ger"), array("code" => "ukstore", "id" => "2", "website" => "uk"), array("code" => "esstore", "id" => "4", "website" => "es"), array("code" => "frstore", "id" => "5", "website" => "fr") ); public function loginPostAction() { $login = $this->getRequest()->get('login'); if(isset($login['username'])) { $found = null; foreach($this->Website_Ids as $WebsiteId) { $customer = Mage::getModel('customer/customer'); $customer->setWebsiteId($WebsiteId['id']); $customer->loadByEmail($login['username']); if(count($customer->getData()) > 0) { $found = $WebsiteId; } } if($found != null && Mage::app()->getStore()->getId() != $found['id']) { /* found, so set currentstore to id */ Mage::app()->setCurrentStore($found['id']); $_SESSION['current_store_b2b'] = $found; } /* not found, doesn't matter cause mage login exception handling */ } parent::loginPostAction(); } Index.php : session_start(); $session = $_SESSION['current_store_b2b']; if($session != null || $session != "") { Mage::app()->setCurrentStore($session['id']); Mage::run($session['code'], 'store'); } else { /* Store or website code */ $mageRunCode = isset($_SERVER['MAGE_RUN_CODE']) ? $_SERVER['MAGE_RUN_CODE'] : ''; /* Run store or run website */ $mageRunType = isset($_SERVER['MAGE_RUN_TYPE']) ? $_SERVER['MAGE_RUN_TYPE'] : 'store'; Mage::run($mageRunCode, $mageRunType); } Whats the matter ? Thanks.

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• Can’t Miss Webinar: The Nine Cs of Customer Engagement

  - by Christie Flanagan

  In recent years, we’ve seen social media evolve from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value.  Yet, with the onset of social media fatigue, time seems to be running out for businesses to make the most out of this important channel for customer engagement. Attend our upcoming webcast to hear industry analyst R “Ray” Wang of Constellation Research explain how to apply the nine Cs of customer engagement. Hosted by Senior Director of Evangelism for Oracle WebCenter, Christian Finn, this webcast promises a lively discussion where you'll learn: How to overcome social media fatigue and make the most of the medium Why engagement is the most critical factor in the age of overexposure The nine pillars of successful customer engagement This event is part of our Social Business Thought Leaders Webcast Series featuring industry experts with leading perspectives about how social tools, technology, and the changing workplace are affecting businesses today. You can register for upcoming webcasts or view past webcasts on demand here.

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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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• Innovating with Customer Needs Management

  - by Anurag Batra

  We're pleased to announce the addition of Agile Customer Needs Management (CNM) to the portfolio of PLM offerings by Oracle. CNM allows manufacturing companies to capture the voice of the customer and market, and arm their product designers with the information that they need to better meet customer requirements. It's an Enterprise 2.0 product that focuses on the quick information capture, ease of organizing information and association of that information with the product record - some of the key aspects of early stage innovation. Read on to learn more about this revolutionary new product that redefines how information is used to drive innovation.

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• The Modern Marketer’s Guide to Connected Customer Journeys

  - by Richard Lefebvre

  By Amanda Batista on Thursday, August 14, 2014 in Marketing Efficiency Organizations are striving to deliver consistent experiences but very few feel they are there yet. It’s a simple consideration for marketers, really. Not only does industry data continue to support that customers demand personalized experiences when engaging with brands, but if you think about your own consumer driven shopping experiences, you, too, expect that stellar experience at every touch point. And when you don’t get it, that brand has potentially alienated the experience, as well as their shot at engaging with you in more meaningful ways. Oracle Marketing Cloud partnered with marketingfinder.co.uk to conduct a survey exploring how marketers are adapting to this new age of the customer and the challenges they face. Less than half (40%) of marketers in the study were able to track the customer journey across channels. These findings, as well as other data points showcasing marketers’ challenges, are explored in our latest eBook, “The Modern Marketer's Guide to Connected Customer Journeys.” Read the entire article and order your copy of the full report here

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