Sometimes at Oracle OpenWorld it can seem like the presentations just merge into one long PowerPoint presentation. Thankfully this was not the case this year, and the Thursday afternoon had a succession of really very interesting sessions. Let’s start with CAS3942 all about Using Oracle Cloud Applications to Augment On-Premises, with a very concrete scenario.
The speaker from Toronto Legal Aid in this presentation (“Using Oracle Cloud Applications to Augment On-Premises Applications”) gave very interesting insight into the challenges facing the organization in respect of key stakeholders (the public, the providers and the organization itself) and the evolutionary pressures the organization is under (the need to take into account the generational nature of contact channel preferences, the need for organizational culture change in the face of digitalization, the importance of understanding client priority needs).
Of course the arrival of tools such as Oracle Service Cloud RightNow and Oracle Policy Automation (both Cloud-based) into a world currently using Oracle PeopleSoft (on-premise) will help drive that strategy forward in a future-proofed way. Satisfyingly, this presentation was not all about the technology and the “How we did it”, but it also dived deep into the vision behind this project : that of a citizen-driven future. The section on Transformation Tips was particularly interesting.
Below you will find a series of somewhat blurred photos that I took during the presentation and I hope that you can read them, at least well enough to get some value and think about these performance indicators and drivers for your own project.
Thanks to Karl Martineau, CIO of Toronto Legal Aid for presenting, and also for not being afraid to take questions on the fly, and demo some of the pieces of their solution without hesitation, deviation or repetition (as the saying goes on the BBC).
This was the last of the Oracle Policy Automation-related presentations for 2018, so I look forward to picking up with the next ones in Modern CX Las Vegas 2019 which is already open for registration.
One of the most pertinent sessions of Oracle OpenWorld for Oracle Policy Automation fans was this one, hidden away on the agenda at 17:45 on Tuesday (if there ever was a graveyard shift, this was it!). It was a very interesting and inspiring presentation by Infosys charting their journey, changing the Sales and Services Landscape in a large Australia and New Zealand bank, into the simplified world of Oracle Policy Automation.
Initially the presentation showed us how the Bank struggled, following acquisitions, with a wide variety of pressures and issues (regulatory, compliance, mixed branding, complex learning curves for employees, low adoption and slow time to market for new functionality. But the most fascinating part was learning about the benefits, increases in productivity and customer engagement that came out of this project. And the fact that the architecture diagrams included both Siebel and PeopleSoft only increased my heart rate.
The above slide showed the journey and the customer landscape. Definitely changing the Sales and Services Landscape in a positive way:
This one above gave a nice taster of the conversation in action : note the clean lines and navigation paradigm.
It is always interesting and humbling how much there is learn on projects, and this was no exception.
I particularly liked that the journey was by no means over, and the customer was looking to the road ahead both in respect of the current process (above) and also within different processes at the Bank.
There certainly are many that will benefit from the impact of Oracle Policy Automation.
Infosys described in some detail how they went about the actual process of defining and implementing this conversation, highlighting the challenges:
Of course the customer now is enjoying many benefits of the arrival of Oracle Policy Automation.
This final slide is a great summary of the challenging landscape:
Thanks to Infosys for making this last presentation of the day a most interesting and valuable one.
Can you be as agile as your customer journey? In this session hear from a dynamic mix of Oracle Policy Automation customers and learn how you can empower your customers and reduce call center burden by deploying advanced self-service apps.