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By: VMware     Published Date: Jul 24, 2017
There’s no denying that today’s workforce is “mobile.” Inspired by the ease and simplicity of their own personal devices, today’s workforce relies on a variety of tools to accomplish their business tasks — desktops, smart phones, tablets, laptops or other connected devices — each with varying operating systems.  The specific tasks they need to accomplish? That depends on the person. But it’s safe to say remotely logging in and out of legacy, desktop, mobile, software as-a-service (SaaS) and cloud applications is a given. And the devices on which they work? They could be owned by the enterprise or the end user, with varying levels of company oversight, security and management. The result? An overabundance of “flexibility” that leads to fundamental IT challenges of security and manageability.
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     VMware
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance. To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices
Tags : home page support, faq escalation, points of right-channeling, frustration points, page headers and footers, business driver, chat channel, customer satisfaction
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Mobile, relationship intelligence, and sales coaching are necessities for today’s sales organization and are pervasive capabilities for every sales automation solution category. No vendor solely offers these capabilities without complementing them with other functions. Instead, they are embedded across the categories mentioned above. For example, sales content management providers cannot compete without extensive mobile expertise; market intelligence and customer success do not work without relationship intelligence; and sales coaching is not constrained only to the sales performance management vendors.
Tags : sales content management, customer success, market intelligence, sales acceleration, sales performance management, partner relationship, contract life cycle
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
When organizations are managing sales performance, it is critical to balance and align each enablement and operational component. Misalignment – or too much focus on one element –can dramatically detract from performance levels and the ability to measure results. An organization may temporarily need to emphasize a particular component when it sees a challenge, but ultimately success depends on striking the correct balance across all SPM components.
Tags : goals and objectives, competency model, onboarding and certification, coaching, review process, sales activities, metrics, compensation
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
Tags : scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits. The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.
Tags : visionary leadership, adaptive enterprise architecture, simplified processes, continuous innovation, rewarding pervasive cx, acute sensing capabilities, collaborative
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
That’s why we’ve taken some of the old business preconceptions – whether service specific or not - ripped them up and rewritten five new business rules, designed to debunk some time-honoured myths and help you and your organisation take a leap towards that much-feted goal of customer centricity. Read on for the new rules we recommend, maybe take those and mix them with your own, why not share them @OracleCX? At a minimum we hope these new ways of looking at business will help provoke the questions you, and others, need to ask of your organisation – in fact, we’ve included key questions that will help provoke some conversations, so you can start to build a picture of what’s going well and where there may be room for more discussion and investigation.
Tags : customer service, customer behavior, sla, service metrics, business outcomes, vision for delivery, digital customer
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By creating a connected field service ecosystem, organizations can increase their response time, reduce mean time-to-resolution and eventually, power a more predictive service model. This will enable a new level of field service productivity and cost-savings from increased efficiencies. Organizations will also be able to provide exceptional customer experiences consistently. Customer disruption and asset downtime will be minimized, and organizations will be able to empower their field service resources with insight into the issue before they arrive at the customer site. All thanks to a unified field service and IoT strategy.
Tags : internet of things, iot, daily activity, industry innovation, field service, organization management, device efficiency, telecommunications
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By investing in your customer experience teams, next-generation approach, and customers, you empower the modern customer across all touch points and create remarkable experiences. Oracle has the most complete set of customer experience cloud applications to help you meet change, achieve growth, and drive customer loyalty.
Tags : service, commerce, cpq, cloud, sales, social, marketing
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
For sales teams to be successful in the age of the customer, they need tools that help them close more deals, faster. Some CRM tools are underused because they’re not geared to helping reps sell in the modern era. This may be because they’re complicated to use; because they’re isolated from the apps your reps use every day; or because they don’t give reps the information they need. Today, sales automation is not (just) about managing accounts, contacts, and activities. It’s about gaining insight that provides a competitive edge, having access to predictive information, being able to collaborate in real time, creating quotes in front of the customer, updating forecasts. All at any time, from any place, using mobile devices—all helping to drive sales and pipeline.
Tags : sales, mobile, analytics, customer data, sales automation, accounts, contacts, predictive information
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
If you’re looking to improve sales performance, optimize ecommerce, implement marketing automation, expand social media, deliver better customer service, or utilize accurate Configure-Price-Quote (CPQ) – it’s all Oracle. And, the icing on the cake? All of these solutions are integrated, but modular. We offer a breadth of solutions that you can not only buy individually, but can also easily integrate with existing or additional solutions as your business needs grow. Adapt your customer experience strategy to new technology in Forrester's navigate the future of CRM in 2017 Report.
Tags : mobile, artificial intelligence, chatbots, internet of things, integrated suite, cloud solutions
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
The past five years have marked the beginning of the “Age of the Customer,” in which technology and economic forces have put customers in control of their interactions with businesses. These businesses, hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves realigning and investing in new technology and business models with a specific focus on the customer experience.
Tags : online customer experience, cross channel, call center agent, improving mobile, store/branch, phone service, social computing
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile behavior and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases. Don’t fall in the “we need an app for everything” trap — some users need big screens, some users don’t. Some need a rich experience, others just need basic functions. Your strategy must take all of these dynamics into consideration.
Tags : data search, mobile devices, customer service, organization optimization, employee expectations, opportunities, global oracle data centers, data center traffic
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
Deep-dive analytics tools have completely transformed the way many organizations do business—helping remove the guesswork from major areas of operations, and provide everybody with the clear, actionable answers they need to make informed business decisions. The benefits of sophisticated analytics are being reaped across the business. But according to Deloitte, HR is lagging behind— with only 14 percent of companies using analytics in HR, compared to 77 percent using these tools in Operations1.
Tags : human resources, employee engagement, talent management
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
As we turn our attention to 2017, HR leaders have their destinies and those of the modern workforce firmly in their hands. Businesses have never faced such extreme levels of uncertainty. On a macroeconomic level, they are still unclear on how and when the UK’s “Brexit” from Europe will proceed while trying to predict how a political outsider in the White House will affect global markets. Meanwhile, they are seeing their success threatened by disruptive upstarts and their operating models challenged by employees’ cry for new ways of working.
Tags : human resources, employee engagement, talent management
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
As the world emerges from global recession, it’s clear that today’s talent management challenges are dramatically different from the ones businesses faced even a few years ago. PwC’s annual global survey of CEO found that a full 63 percent of those surveyed are concerned about the future availability of key skills.
Tags : talent management, cloud, talent acquisition, employee retention
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
By adopting modern best practices for HR and Talent Management you will ensure your business takes full advantage of new and innovative cloud processes and technologies. This will help your HR resources operate much more efficiently and set your business up with the ability to rapidly adapt and grow when needed.
Tags : human resources, employee engagement, talent management
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
In the world of HR, many of us talk about employee engagement, and the intrinsic link between engagement and productivity is well understood. But how many of us truly understand the reasons why? And do we truly recognize just how important it is to the HR department and the business as a whole?
Tags : human resources, employee engagement, talent management
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
These are troubling times if you are looking for talent. As I talk with organizations, one theme continues to come up: “We can’t fill open jobs… and people that join us don’t stay for very long.” All you have to listen to is one of the many economic reports that are on the news every day to hear that the economy is strong and jobs are plentiful.
Tags : human resources, employee engagement, talent management
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017     Published Date: Jul 12, 2017
Whether they’re millennials born with technology in their DNA, or experienced workers who’ve become accustomed to highly connected digital experiences in all areas of their lives—digital employees are everywhere. According to Gartner, today, every employee is a digital employee. The flexible, digital, data-driven experiences they all receive as consumers have given them extremely high expectations of every service they engage with—including internal ones such as HR.
Tags : digital, digital transformation, human resources, data
     Oracle APAC ZO OD Prime Volume HCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 12, 2017
Corporations today are focused on employee engagement – but the task of keeping employees engaged is not that easy. Recent research shows that 38 percent of the respondents to PwC’s Annual CEO Survey see effective performance management as a critical factor when they were asked “what aspects of their talent strategy would make the greatest impact on attracting, retaining and engaging the people you need to remain relevant and competitive.”1 Achieving simultaneous growth in top-line revenue and bottom-line profitability has come, and likely will continue to come, through greater levels of workforce efficiency.
Tags : cloud, cloud computing, performance management, survey, employee engagement, efficiency
     Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 12, 2017
The manufacturing industry has entered a completely new technological realm that did not even exist five years ago. Three industrial revolutions forever changed manufacturing—and the world—and the fourth is now underway. Factories have had to adapt rapidly with the advent of advanced automation and robotics as well as software to manage processes and control. The onset of digital manufacturing accelerates the need for new approaches. While consumers typically embrace disruptive technology with enthusiasm, manufacturers inevitably approach new technology with caution, carefully evaluating how it can improve their businesses. Eventually, however, caution must be replaced with innovation to ensure survival. Those organizations that find themselves on the wrong side of the technology curve today will face increasing challenges to remain competitive as time marches forward.
Tags : supply chain management, scm, manufacturing, digital manufacturing
     Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 12, 2017
Good supply chain management is essential to your operational efficiency, customer centricity, compliance, carbon footprint, and ultimately, your overall success. If handled correctly, your supply chain should improve customer service—along with the reputation of your brand—and boost your bottom line. But, as with many areas of business, the rules of the game are changing. What’s changing? Well, everything. New regulations, increased buyer expectations, shorter product lifecycles, fluctuations in demand, new market entrants, more ethical supplier management, poor visibility of globalized supply chains—all these things, and more, are testing the limits of the traditional supply chain model. The simple truth is that the way things used to be done, and the solutions that enabled it, are no longer up to the job.
Tags : cloud, supply chain management, scm, cloud computing
     Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 12, 2017
This survey of senior managers and directors was conducted in four regions – North America, Europe, the Middle East and Africa (EMEA), Central and South America, and Asia- Pacific – with the aim of discovering attitudes towards and plans for the adoption of cloudbased supply chain management (SCM) solutions. We focused on three key areas: 1. The criticality of supply chain to their business 2. How to reach their business objectives through supply chain processes 3. The propensity to use the supply chain cloud and reasons for adopting/not adopting
Tags : cloud, supply chain management, scm, cloud computing
     Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017     Published Date: Jul 12, 2017
This survey of senior managers and directors was conducted in four regions – North America, Europe, the Middle East and Africa (EMEA), Central and South America, and Asia-Pacific – with the aim of discovering attitudes towards and plans for the adoption of cloud based supply chain management (SCM) solutions. We focused on three key areas: 1. The criticality of supply chain to their business 2. How to reach their business objectives through supply chain processes 3. The propensity to use the supply chain cloud and reasons for adopting/not adopting
Tags : cloud, scm, supply chain management, cloud computing
     Oracle APAC ZO OD Prime Volume SCM ABM Leads June 2017
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