The document discusses Oracle's Roadmap to Modern (RTM) Customer Service approach. RTM is a phased implementation approach that helps companies benchmark their current customer service maturity, prioritize next steps, and measure progress. It includes 3 stages: getting started with multi-channel service, providing consistent cross-channel service, and personalizing interactions. The Roadmap to Modern Evaluation (RME) is an on-site assessment that identifies high-value opportunities to improve a company's customer service processes, applications, and alignment with RTM's maturity model. RME provides recommendations, impact models, and helps compare capabilities to industry benchmarks.