Oracle Open World 2014: Are you ready for a Modern Customer Experience?

This year’s edition of Oracle Open World is going to be all about Modern. Modern Technology, Modern User Experience, Modern HCM, Internet of Things obviously, you know, the things that we like today and do want to have tomorrow! So thinking about Digital Customer Experience what does that mean do you think?

How big is your data?
Well obviously a modern Digital Customer Experience (DCX) has a basis in intelligent handling of large amounts of information, or Big Data as this is called. The way you are able to make sense of all this information and really utilize it in the interactions you have with this customer is obviously key to a modern DCX. This years Oracle Open World will, again… bring us a lot of infiniband, terabytes and peta bytes, processing power and columnar data storage., etc., etc. All to accommodate the actual handling and correct processing of these amounts of data.

Your User Experience
Secondly a modern Customer experience is obviously about the user experience your customers have. The user experience when they interact through a mobile device, a website, a kiosk inside your store or even a staff member pulling up their customer details on an iPad in the store. Or the user experience of the business user setting up the marketing content on the microsite on that new product launch. And also the user experience of the person that is finally handling the financial side of an order placed on the eCommerce site by the customer. A modern user experience in these cases means that in all these situations relevant and personalized information is available to customers and employees are empowered to provide a great customer experience. At this Oracle Open World there is a specific stream focusing on this user experience for Oracle’s (Cloud) applications and even their integration solutions and engineered systems.

Your cloud or mine?
The third piece I’d like to highlight is obviously cloud. And pay close attention, I’m not saying cloud equals modern, so that all of your IT should go into the cloud… No Modern cloud appliance is about seamless switching between public cloud and private cloud as well as any appliances you might still have in your datacenter that are less capable out-of-the-box for connecting with the cloud. Being able to freely choose based on the way an application can support you in your vision on digital customer experience where you host an application or store data that’s a modern cloud approach.

Capgemini is a Diamond level sponsor this year for Oracle Open World, expressing our strong partnership with Oracle and highlighting our believe in the fact that the strength of Oracle Applications and Technology can help you realize Digital strategies for your organization. Come and see our sessions and meet us at our booth (#911, whenever you’re in #Digital distress)
Here are just a few of our sessions to highlight our presence specifically from a Digital Customer Experience perspective:

“Why Digital Transformation Is the Future”
Simon Short, VP Digital Customer Experience, Capgemini and Arjan Kramer, Global Digital Solution Architect, Capgemini will present Capgemini’s unique Digital Customer Experience approach and the value it brings. As well as presenting some real-life customer cases and also our OCommerce, Oracle CX solution offering.
Monday, September 29, 2:45 - 3:30 pm
Moscone West – 3002

“Leading Digital Transformation Now—No Matter What Business You’re In”
Didier Bonnet, Senior Vice President & Global Practice Leader Digital Transformation, Capgemini Consulting will be keynoting in Tuesday morning keynote together with Thomas Kurian.
Tuesday 30 September, 8:30-9:00 am
Moscone North Hall D

“The Digital Explosion—Driven by the Cloud: What’s Your Enterprise Strategy?”
Pierre Hessler, Capgemini Fellow, will be presenting on how to make cloud become part of your Enterprise strategy and it can help to realize this strategy.
Wednesday, October 1, 2:00 – 2:45pm
Lam Research Theater (Yerba Buena Center for the Arts)

Looking forward to meet you there!

Originally posted on the Capgemini Technology Blog: Capping IT Off

Great experiences require good decisions!

During the day we as humans make millions of decisions. For example when two people talk to each other we have a large amount of thoughts and make hundreds of decisions to correctly guide us through the conversation.
Some of these are small, like “I don’t like to go out now, because it’s raining” others might have more impact and require proper consideration, like “I know you lost a close relative last month, so I need and want to be easy on you”.

And obviously getting better in conversations requires practicing and learning. The decision making process is fluid: learning from the feedback of the people you are talking to, seeing reactions alters what we say and how we say it.
The same thing holds for the interactions between organizations and their customers.

In this Digital age, the interactions and decisions are not only handled by the people in your organization, but can increasingly be handled by IT systems. Imagine a customer browsing your web shop, trying to find that one particular product. Or a customer going through your knowledge base, who is trying to find the answer to her particular question.  In both examples good, real-time decisions about what is the best thing to do, say or show to a customer will make the difference between a good experience and a great experience!

In a split second, in real-time these IT solutions must be capable of learning: what are bad offers? What works well? What is a great decision or offer? Then the solution can act instantly on what it has ‘learned’.

So wouldn’t it be good to have an IT solution that learns and adapts itself to customer behavior then takes those little decisions away and saves your staff time? But how to get there?

Start small, maybe with just one area, like your webshop or just a limited set of use cases like just specific customer care processes. That’s where you’ll get the biggest benefit first.

Then, when you actually start looking for a technical solution think hard about which domain you’d like to use the decision engine in. Is it primarily online, through the web or would you like an enterprise decision engine that can be used throughout your organization, business processes and multiple channels?

So what could automated, real-time decisioning do for your organization, how much could it save you, how much could it earn?  If you want to talk it through, I’d love to hear.

Originally posted on the Capgemini Technology Blog: Capping IT Off