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Modern CX 2019

Modern CX 2019 Las Vegas

Modern CX 2019 Las Vegas

I’ve been going to events like Modern CX 2019 and various predecessors for the best part of 20 years. Generally when going to these things, I am reminded of Shakespeare’s As You Like It :

“And then the whining school-boy, with his satchel and shining morning face, creeping like a snail unwillingly to school”

Some of the larger events can feel like one is going to school, or worse. But I have to be honest and say that Modern CX is not one of those. This year, back in Las Vegas Mandalay Bay Convention Center, the Modern CX 2019 event was definitely one of the best I have attended, all software houses combined.

What made Modern CX 2019 special?

  • Events that seemed designed to bring the right people together, like meetups, a great concept where customers could speak freely, chat with others, learn and share.
  • An advocacy platform, the CX Hero Hub, actually designed to help and develop the people and stories that define the brand.
  • Sessions that focussed on the customer stories; gone were the turgid exposés of new products that were little better than PDF handouts.
  • Keynotes that actually taught something. I particularly liked the presenters : Ann Handley, Rob Tarkoff and Mick Ebeling all stood out for me.
  • Of course, the general sessions are always packed and you can depend on Jeffrey Wartgow, George Jacob and the others to give a good show.

Oracle Policy Automation is growing in popularity and reach, and the visiting conference attendees were more eager than ever to find out about it. They were well served with some great presentations from the likes of Legal Aid Ontario, Kenya Revenue Authority, Beach Body and more.

What Lies Ahead?

I’m acutely aware however that we still, as a community, need to make our case for Oracle Policy Automation in a clear and concise way.

So I was very honored to be asked to help present one of the sessions and the OPA Meetup. It was fascinating to see how many “eyes were opened” as to the power of Oracle Policy Automation both in that session and the others organized and executed by the dream team of Davin Fifield, Heike Lorenz, and Harriet Franklin.

Here’s a photo of one of those moments I’ll never forget : spinning a wheel in Las Vegas with Heike.

See you there next year.

Modern CX 2019

Modern CX Las Vegas

The Conference for CX Legends

At Modern Customer Experience you will learn the latest strategies and best practices in marketing, service, sales, and commerce to deliver legendary experiences your customers will rave about, and your competitors will envy.

Modern CX 2019 Las Vegas – Come Say Hi!

Modern CX 2019 Las Vegas – Come Say Hi!

As many of you will know, Modern CX 2019 is being held in March, 19-21 at the Mandalay Bay Convention Center in Las Vegas. It’s a bigger draw, in my humble opinion, for CX and CRM people, than Oracle OpenWorld in San Francisco. I attend both in general, and find that Modern CX is a much more focused and entertaining affair. I’m just sharing my 2 cents. I also enjoy OpenWorld because I get to see a host of very old friends and ex-colleagues but the “vibe” is different.

Anyway, you don’t care what I think. But I would love to meet up with some of you (or all of you, but I don’t think there would be enough space in the room – we broke the bar of 500 registered visitors a few weeks ago – and I wouldn’t be able to pay for a round of coffees or drinks) in Las Vegas.

Modern CX Las Vegas

I’m speaking at the following sessions:

Time to Innovate: Enhance the Customer Experiences You Can Provide [SPT2169]
In this Modern CX session learn how to create unique experiences that are dynamic and personalized for each individual. This session is perfect for businesses seeking to build customer loyalty to differentiate themselves from their competitors using intelligent advice powered by Oracle Policy Automation.

It should be a lot of fun, so send over your colleagues who struggle with finding out what OPA can do, what industries it applies to, and how others do it. Or if you just want to pop by and say “Hi” that would be great too.

I will also be hosting the following OPA Meetup at Modern CX 2019, which might be of interest to those of you who already use Oracle Policy Automation but you want to chat with other people and find out great ways other people are using it.

Oracle Policy Automation Meetup [TOP2625]
If you’re using Oracle Policy Automation, join this meetup to connect with other Policy Automation customers. Come prepared to discuss innovative use cases, best practices, tips and tricks. Richard Napier, who runs the OPA Hub Website, will be facilitating this meetup.
You can find both of them quickly with this search. I look forward to seeing you there, don’t hesitate to reach out to me on LinkedIn as well, if you cannot find me!

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.

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

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

There is a strong argument, as a consultant and trainer, for always attending this kind of breakout. The goals of this Oracle Policy Automation presentation were quite straightforward but very difficult to achieve within a very short timeline.

  1. Explain what OPA is
  2. Demonstrate how much of a game-changer OPA is
  3. Showcase customers who think so too
  4. Explain what is coming up in the product road-map

It was also, for me personally, an opportunity to meet with people I usually only get to communicate with electronically (in this case Davin and also Len who serendipitously was in the line to speak with Davin), and of course a good way to gauge the audience – is OPA picking up speed?

The event started with a two stage overview : first the product architecture :

Oracle Policy Automation

Then a canned video demonstration. But the best part of the demonstration was the payoff at the end. Having shown us a neat business scenario in the video, Davin then proceeded to live demo most of the content from scratch : an awesome way to showcase just how business-friendly Oracle Policy Automation really is.

In the second part of the presentation, Davin showed how some major organizations are using OPA:

In the last part of the presentation, Davin lifted the lid on a few of the changes coming up in the next versions (Safe Harbor Applies) which included the following interesting titbits:

The points that tickled my brain most were :

Inspections in the Mobile App – the ability to see a list of interviews to execute and then synchronize when back online. Healthcare visitors will be very happy with that.

Browser-based : Although businesses love the high-impact nature of Word and Excel and the Modeler, it would be very cool to have the option to work on Rules without them.

I had the chance to ask Davin for more information about Interviews in Siebel, Custom Controls and more. I was very happy he took the time to share all that with the OPA Hub Website, so without telling you too much (otherwise I might have to …).

  1. A Roadmap for Siebel and Oracle Policy Automation Interviews without the constraint of an IFRAME [ooooooh!]
  2. A Roadmap for Oracle Policy Automation Custom Controls and JavaScript better managed and organized and encapsulated [ooooooh!]

Of course these nuggets were all under the Safe Harbor statement so we shouldn’t make assumptions or calculations based on these but as time goes on we can watch out for news on these fronts.

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

Customer Experience is the New Battleground

I’m not usually a fan of these big keynotes from a simple perspective : they tend to be too broad brush. So the Wednesday morning session here at Modern CX “Customer experience is the new battleground” has distinguished itself by dint of the panel format with representatives of  LaZBoy, Denon/Marantz and Pella.

Fascinating to hear how these diverse companies have tackled the CX challenge :

  • VR on the horizon for LaZBoy to better imagine what your room will look like.
  • IOT helping D & M understand where the devices are being used and helping envisage the future
  • Co-browsing to enable engaged experiences during the purchase journey
  • Learning to adjust to millennial customers through video chat
  • Coping with the many devices and maintaining a fluid vision of the customer across all their gadgets and channels

Amazing to hear the level of knowledge these organisations have in respect of their customer – right down to where devices are installed or used, how long the purchase journey lasts.

Refreshing to hear the panelists talking about what they would have done differently: more customer self-help, more quickly – managing expectations and realising this is not a light switch you just turn up and switch on (a recurring theme : it’s more about the people, culture and the learning curve that your CX journey represents) – starting the education and evangelisation much earlier and more loudly- change management.

Funny how the same ideas come back each year, each decade folks, maybe we will eventually learn it is not about the technology.

Customer Experience

 

 

 

 

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.