Oracle has fully jumped into the Customer Experience market and is claiming a revolution! We now have the age of the customer. Oracle says “Customers have many choices today. So it is critical to make their experiences as simple, consistent, and relevant as possible as they move throughout the customer lifecycle, from buying to owning—and back again. By delivering exceptional customer experiences, companies can acquire new customers, retain more customers, and improve efficiency.”
You can hear Oracle President Mark Hurd explain the Customer Experience Revolution and how Oracle intends to play in that space in his recent YouTube video.
Specific Industry solutions (Retail, Communications, Financial Servers, etc)
Social (WebCenter Social)
Big Data (Oracle Big Data Appliance)
To show their commitment to the CX solutions, Oracle announced a new conference called the Customer Experience Summit which will be held at Oracle OpenWorld this year. It looks like Oracle is putting lots of marketing money behind this revolution.
2013 IBM Exceptional Web Experience Opening General Session
Tue, May 21st 2013 9:15a Glenn Kline The 2013 IBM Exceptional Web Experience Conference takes place from 5/20 to 5/23 and was kicked off by a Larry Bowden, Vice President, Portals and Digital Experience Software, with a overview of the progression of portals from 2001 to 2013. The session focused on IBM’s digital experience direction and how various technologies and concepts are converging today. Mobile, content and rich media, analytics, social, integration and cloud are at the heart of this of convergence. A few of [read] Keywords: connections
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Digital Asset Management in IBM Digital Experience
Mon, May 20th 2013 10:14a Mark Polly I mentioned in a previous blog how IBM is integrating Digital Asset Management (DAM) into WebSphere Portal and Web Content Management. At the IBM Exceptional Web Conference, IBM’s Stephan Hepper is demoing this integration. The DAM is actually the MediaBeacon product and IBM and MediaiBeacon has created seamless integration between the products. By combining both products, you get a really great DAM solution in IBM’s flagship product. IBM is also planning to integrate this with [read] Keywords: connections
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But Don’t Stalk Me
Fri, May 10th 2013 6:21a Michael Porter Back in March, I mentioned a Global Survey Oracle did on customer experience. That’s been a hot topic of late in my world. As part of that survey, they continue to build off of the nuggets of information found in that survey. Emil Fernandez pointed me to an update on that survey that includes a video on millenials and how they wish to engage or be engaged. The short video highlights a few way they would prefer to engage. I found it hilarious that at about 45 seconds, one teenager say [read] Keywords: oracle
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Portal Beauty and the User Experience
Thu, May 9th 2013 6:18a Michael Porter Dr. Marci Stochak-Chavez just posted an article on our health blog somewhat related to yesterday’s post. She focuses on whether beauty is in the eye of the beholder for a portal. In here article, she references a design a portal challenge in New York City. This challenge pushes contestants to create a nice interface while also using key standards like the Blue Button and the Direct Protocol to transmit medical records.
Dr. Marci makes one quote it’s easy to agree with.
I be [read] Keywords: interface
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If You Build a Patient Portal Why Won’t They Come?
Wed, May 8th 2013 6:21a Michael Porter Joe Jacobellis, a member of the Design Experience team at a client pointed out this interesting article about patient portals by Steve Wilkins. It’s titled, “If You Build a Patient Portal Why Won’t They Come?“ Before you read it, let me give you some history:
The Affordable Care Act mandates that all patients have access to their medical record (lab test, allergies, discharge instructions, etc.)
In various stages, hospitals and clinics need to give you electronic acc [read] Keywords: community
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Salesforce Communities: The Portal is Dead…Long Live the Portal
Thu, May 2nd 2013 6:18p Axel Newe Today Salesforce.com announced its long awaited release of Communities, which in Salesforce’s own words ended the era of legacy portal software. These are heady words, but Salesforce may have actually created something that is taking the portal concept into a different direction. The motor that is driving Communities is Chatter, Salesforce’s social collaboration platform. Salesforce.com used to have distinct offerings for Partner and Customer portals. With Communities, Partners, [read] Keywords: collaboration
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Gartner Keynote: Don Norman on emotion
Wed, May 1st 2013 4:18p Jonathan Distad Don Norman is well known cognitive scientist who has spoken and written extensively on emotion and design in everyday things. Today he is speaking at the Gartner Portal, Content and Collaboration Summit in San Diego. He talked about how why and how emotions drive our decisions and our behaviors. Something that we all know is important but in IT we often focus on the function and too little on the emotion.
Employees are people. If they are seen as a cost center that is a missed opportunit [read] Keywords: collaboration
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Gartner Portal, Content and Collaboration – Opening Session
Mon, Apr 29th 2013 10:17a Jonathan Distad Live blogging from the Gartner summit in San Diego, CA
Engaging at the nexus of Social, Mobile, Information and Cloud. Innovation supports a new reality.
The threat to China is the 3D printer and the reality is innovation is around us that are trivial and some that are game changing. They need to be in the context of our lives. Disruption is around us. We have to react to the disruptions. We need to apply disruptions in a positive way. Don’t be a deer in headlight when it comes [read] Keywords: collaboration
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