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Tag Archives: Modernize Your Customer Service

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.

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.