Mark introduces self,gives a brief introduction of the series and gives a brief overview of WebCenter in the next 4 slides.
Main Point:Key trends in the world today that impact you, the user, and how you conduct business or interact with businesses.Script:There are several key trends today that are impacting you, your expectations and how you do business. SOCIAL - While some companies believe the word “social” isn’t relevant to their business - social networking and social tools have had a huge impact on individuals and how they interact with each other and with organizations. Consumer driven applications like Facebook and Foursquare have changed the dynamics of networking and keeping up to date on others activities – this in turn is shifting users expectations in general and how they want to interact with others and receive information in other aspects of their lives – even within the business world. Other tools like twitter, blogs, wikis, end user ratings and reviews, etc. – have given the individual a greater voice and ultimately more control. This impacts organizations in multiple aspects from marketing and PR to customer service and product innovation.MOBILE - Mobile devices have made a significant impact in the business world as well. This includes everything from traditional PCs and now tablets to cell phones and smart phones. People are used to always being connected, having the right information or application right at their fingertips, and they are frustrated when it doesn’t work or if they can’t access the things they need from their device.PERSONALIZATION - First is the idea that everything is more personalized. Organizations and more importantly user’s expectations have moved beyond the former days of “broadcasting” and one size fits all. People have become accustomed to tailoring entertainment, information they receive, applications, etc. according to personal preferences. When they interact with companies, they want the company to know who they are and they want companies to provide a more personalized and relevant experience.MULTI-CHANNLEL - The World has also become much more “multi-channel”. We just talked about web, mobile and social channels – that’s in addition to call centers, in-stores, online stores, kiosks.This makes it harder to have a single marketing voice, a consistent customer experience, or even keep up from an IT perspective to support all the different platforms and devices.CONSUMERIZATION - Consumerization – what does that mean? Now, while ‘ease of use’ has always been a goal, some of the trends I’ve already mentioned have led to a concept called “Consumerization of IT.” Instead of IT being the trend-setting organization (like years ago)- offering new technologies to their customers - business users are now bringing in devices and software and insisting they be supported internally, as well as using hosted applications outside the firewall. And all these applications, sites and tools built for consumers are setting a new standard for user interaction and ease of use – customers, partners and employees are now wondering why their internal systems cannot work the same way.SELF-SERVICE – And finally, Self-Service. The concept of self-service continues to be a strong trend for multiple reasons.The recession has hit many organizations worldwide and continues to impact decisions, budgets and strategies. In order to do more with less, organizations are continuing to expose more and more services online for customers, partners, and employees to make changes on their own – without having to hire additional staff or add more paperwork.Organizations are also increasing their focus on the customer experience, realizing that sacrificing customer experience to save costs has led to decreased revenues and higher cost of sales (for example it’s harder to acquire new customers vs. selling to existing ones). Customers want the option for self-help, to book their own travel, pick their airline seat, purchase products, track shipping information, etc. Offering these services improves the overall customer experience.Finally, some organizations are looking at some of the services they offer their customers, partners or employees as a way to innovate and differentiate from their competitors within the industry. Perhaps it’s taking a customer 1st strategy and approach as we just talked about and putting a lot of effort into those services. Alternatively, instead of taking existing processes and exposing them online - others are better leveraging the web, social & mobile channels to offer brand new services – setting them apart from competitors or creating new business models for their company. (For example in banking, online banking applications used to set businesses apart, nowadays it’s fairly common place and users expect this service to be available. In the US, Chase bank however, took that to the next level by offering a service on mobile devices for users to take photos of their checks to deposit them. That’s a new service that’s being used as a differentiator and some competitors are now trying to play catch up.Notes:xxx
Main Point:Engaging employees and partners is essential to driving business value. Script:Engaging employees and partners is essential to driving business value. Your employees are the ones responsible for executing on the business’ objectives and you rely upon your partners for various things in the service of your customers and other business objectives. Your employees (in the sales & service departments) are also the ones interacting with your customers the most, so delivering on customer expectations and attaining high levels of customer engagement are simply not possible without successfully empowering these two stakeholder groups.High employee and partner engagement can have many benefits including: Higher levels of employee productivity Longer employee retention And stronger, more enduring and more successful partner relationships Engaged employees and partners are also more likely to serve as ambassadors for an organization’s brand And more likely to deliver excellent customer service They’re also more likely to refer others for hire And more likely to recommend the organization’s products and services More likely to share feedback with their colleaguesIn a way, engagement is a measure of employee and partner investment in an organization’s mission and brand. And then you have the enablement piece of this as well. It’s hard to imagine a high level of engagement existing among partners and employees who don’t feel that they’ve been enabled to do their jobs very efficiently or effectively. You’re just not going to find high engagement among people if the everyday processes and technologies they work with make it a challenge for them to access, share and manage the information they need do their jobs or if they’re unable to effectively collaborate around the projects they’re working on.
Drive sales and loyalty with engaging cross-channel online experiencesProvide a single point of access with self-service portals and application dashboardsEnhance productivity with social collaborationEnsure timely, relevant and accurate information with enterprise content managementMain Point:Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers.Script:Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. It brings together the most complete portfolio of portal, web experience management, content management, social and collaboration technologies in a single product suite. Oracle WebCenter improves customer loyalty and sales by helping marketing-driven organizations deliver engaging cross-channel online experiences to customers and provides people with a single point of access via self-service portals and custom application dashboards. Oracle WebCenter helps people work together more efficiently with social collaboration tools that optimize connections between people, information and applications while ensuring timely, relevant and accurate information with an enterprise content management infrastructure.
Webcenter in the middleSurround by CX, SRM, Enterprise ApplicationsConnecting everything together – better experienceTry to draw out WebCenter’s relevance in all the other hot areasCX: WEM/SitesSRM: OSN, …. Enterprise Apps: OSN, Content
Mark introduces the webcast in the series.
Mark introduce speakers.
Mark goes over the agenda.
Describe old process of creating artwork: come up with a requirement engage a design agency send over photographs use courier to get artwork back send courier to print agency
Internal and external users
WebCenter already being used to host intranetNeeded to maintain security by hosting internally
Mark – provides overview of 4 keys/themes customer was looking for in a solution. Then transitions to next slide and asks about Theme 1.
Mark – asks why Theme 1 was important.
Mark summarizes Key Takeaways and transitions into asking about the next requirement.
Mark – asks why Theme 2 was important?
Mark summarizes Key Takeaways and transitions into asking about the next requirement.
Mark – asks why Theme 3 was important?
Mark summarizes Key Takeaways and transitions into asking about the next requirement.Users don’t need to download images and resize them it’s done automatically
Mark – asks why Theme 4 was important?
Mark summarizes Key Takeaways and transitions to Partner who will give the demo.
Partner covers benefits/summarizes what was shown in demo.
Partner covers special offer. This could be a free assessment, white paper, etc.
Mark summarizes and closes.
Oracle WebCenter In Action - NewLook MediaStore Case Study