Over 4000 global customers, partners and staff attended the Oracle Modern CX conference in Las Vegas. With a focus on the Oracle CX suite of products, there were a number of key takeaways and innovative ideas for marketers.
The primary message focussed on the Experience Economy and being in a position to engage with people in real-time.
“Oracle Infinity is an analytics solution that harnesses big data and works in real time to collect, process, and deliver actionable customer intelligence at scale, with unlimited flexibility.”
Particularly of interest to Eloqua users, will be a number of enhancements due in 2019.
The next release is due in May, release 19B. Progressive Profiling should be added to the new form editor. We may also see on-screen help delivered in release 19B across the platform helping new users get up to speed faster.
The ability to push posts to Social properties is planned as a function you will access from the Campaign Canvas. That may be as late as November 2019, release 19D or early 2020.
It’s Time to Rethink the Customer Experience: Oracle CX Cloud Updates*
Rob Tarkoff, EVP and GM of Oracle Cloud, spoke about ‘time’ being the critical factor of the Experience Economy
“Change is accelerating. Expectations are skyrocketing. Nothing is predictable. The clock is ticking. The one truly finite resource is slipping through our fingers.
But what if Father Time was on our side? What if we had the time to stop and think about what’s truly possible? What if we had the time to make every single customer interaction really matter? And what if we could give time back to our prospects and customers?
I ask because CX is a race against time. It’s no longer about cutting cost or revenue acceleration; instead it’s about the ability to recapture time. And this is not just a speed and efficiency game. It’s about the time to respond, time to purchase, time to anticipate, and time to learn. It’s about looking at the world through your customers’ eyes and asking yourself: Is every experience that my brand delivers worth the time a customer invests with me?
Time is the currency of the Experience Economy. It’s now. It’s urgent. And it’s the context that has shaped the latest updates to the Oracle Customer Experience (CX) Cloud, which we are announcing this week.”*
Another key message focussed on Connection in real-time
At Marketing Cube we’re all about Connected Capability. You can imagine our delight when Oracle presented three guiding principles that are driving their product develope and CX focus. What does a Connected Experience look like? It’s hyper-personalised, it’s the right content delivered at the right time and it’s real-time, it’s now or never.