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Tag Archives: las Vegas

Oracle Policy Automation Customer Showcase: Great Customer Experience, Real ROI [BRK1009]

Davin Fifield, VP Product Development, Policy Automation, Oracle Service Cloud
Jeremy Holman, Vice President, Health Resources in Action
Harriet Franklin, Sr. Principal Product Manager, Oracle Service Cloud
Neale Donna, Director, Travelport Inc.
Kurt Helfrich, Sr. Business Analyst, Rockwell Automation, Inc.
Colonel Tri Trinh, United States Air Force
Attend this session to hear from Oracle customers from across a variety of industries—retail, banking, insurance, and more—while learning how Oracle Policy Automation has driven savings from improved agent productivity and increased first-contact resolution rates.

Getting Personal with Oracle Policy Automation [THT1410]

Stephen Estes, Sr. Service Cloud Specialist, Oracle
When customers want more than just a knowledgebase answer, they need information specific to their circumstances. Traditionally, to get personal answers, customers would need to call you for help—an increasingly expensive solution. Oracle Service Cloud offers both Guided Assistance and Oracle Policy Automation self-service options to give customers the personal service they need. This session introduces you to Oracle Policy Automation, with a comparison to Guided Assistance in a “dating game” format. If you are courting customers and are concerned about dramatic customer service cost reductions, you’ll find this session enticing.

How Oracle Policy Automation Is Helping Shape the Future of Customer Service [BRK1030]

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How Oracle Policy Automation Is Helping Shape the Future of Customer Service [BRK1030]

Davin Fifield, VP Product Development, Policy Automation, Oracle Service Cloud
Harriet Franklin, Sr. Principal Product Manager, Oracle Service Cloud
Customers now expect “just in time, just for me” advice. In this session, you will learn how to add conversational experiences to your customer service. Quickly deliver online, mobile, and agent-assisted guidance, fully auditable at a low cost. Oracle Policy Automation isn’t like anything else: if you haven’t seen it before, you won’t want to miss this session.
Breakout Session
Wednesday, Apr 26, 4:45 p.m. | Lagoon J

Customer Experience is the New Battleground

Hi There!


This content is accessible only to logged in users of the OPA Hub.

To Register takes only 10 seconds and uses LinkedIn for authentication. It does not take your contacts or use any other permission.

Once registered you can change your OPA Hub password and manage it independently of LinkedIn.

We recommend you keep different passwords for all your sites.

To register, click the Log in link in the menu at the top of your page.

Thanks, the OPA Hub Website.

How Today’s Leading Brands Are Tackling Top Customer Service Challenges [BRK1328]

Boyd Beasley, Director Customer Support, Zenimax Media Inc.
Stephen Fioretti, VP, Product Management, Oracle Service Cloud
Amy Patel, Customer resolution & Performance Strategy National Manager, Toyota Motor Sales, USA, Inc.
Jim Flatt, Service Operations & Facilities Manager, Americas, Denon & Marantz
Darla Johnson, Director, Panera Bread
In this panel discussion, Stephen Fioretti, vice president, Oracle Product Management, queries customers from leading brands about their common service challenges and how their organizations are addressing them.

Introducing the Service Agent of the Future [BRK1240]

Stephen Fioretti, VP, Product Management, Oracle Service Cloud
Denis Pombriant, Beagle Research
Heather Miksch, Vice President of Field & Product Operations, Carbon3D
Robinson O’Brien-Bours, Director Of Support, FreedomPop
Today’s empowered consumer is driving organizations to think differently about the service agents they employ. Meet the agent of the future—possibly a robot, a machine programmed with artificial intelligence, a virtual assistant, an advocate who doesn’t work for the supporting brand, or a new team member who possesses only a few traditional customer service agent characteristics. In this session, hear from Denis Pombriant, analyst and thought leader, Beagle Research, who discusses the characteristics needed in service agents of the future, and Oracle Service Cloud customers such as Robinson O’Brien-Bours, director of support, FreedomPop, who are breaking the mold with their thinking about these agents.

Getting Personal with Oracle Policy Automation [THT1410]

Stephen Estes, Sr. Service Cloud Specialist, Oracle
When customers want more than just a knowledgebase answer, they need information specific to their circumstances. Traditionally, to get personal answers, customers would need to call you for help—an increasingly expensive solution. Oracle Service Cloud offers both Guided Assistance and Oracle Policy Automation self-service options to give customers the personal service they need. This session introduces you to Oracle Policy Automation, with a comparison to Guided Assistance in a “dating game” format. If you are courting customers and are concerned about dramatic customer service cost reductions, you’ll find this session enticing.

Customer Service: Catalyzing Organizational Transformation [BRK1239]

Kate Leggett, “Vp, principal analyst”, Forrester
Stanley Lucas, AVP, Customer Insights, Lane Bryant
Shane Bray, Director Product Management, Willis Towers Watson
Urvashi Sheth, Director Global Customer Support, SanDisk
Historically, organizations have viewed customer service as a drip pan—a must-have cost center without a seat at the executive table. Fast-forward to today, when organizations are successfully shifting that perception and demonstrating that customer service is a competitive differentiator that drives revenue along with customer loyalty and retention. Attend this session to hear from Kate Leggett, VP, principal analyst serving application development and delivery professionals, Forrester, and a panel of Oracle Service Cloud customers, including Shane Bray, director, product development, Willis Towers Watson, who are transforming their organizations through their service experience.

Modernize Your Customer Service

April 25-27, 2017

Join fellow leaders in customer service at Modern Service Experience, presented by Oracle, in Las Vegas April 25-27, 2017. Participate in hands-on workshops, see product demonstrations, and network during interactive breakouts that will showcase best practices to help turn your customers into brand advocates.

Outstanding service is the number one reason customers recommend a business. Differentiate your brand by unifying web, social, and contact-center experiences that help develop lasting, profitable relationships with your customers.

Attend Modern Service Experience to:

  • Hear how Oracle Service Cloud customers deliver consistent, positive customer service across channels including the web, live chat, cobrowse, social, and phone.
  • Discover how to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.