Embracing a Customer-Centric Future: Notes from Oracle’s First Modern Customer Experience Conference

The Infogain Knowledge Management Team, along with approximately 3,000 attendees from around the world met at the Venetian in Las Vegas on March 31^st for Oracle’s first ever Modern CX Conference. The Modern Service Experience was one of four conferences, including Commerce, Sales, and Marketing hosted concurrently by Oracle.  Customer experience thought leaders, top analysts and Oracle customers shared their unique stories about how they successfully transformed their businesses by providing a modern service experience with Oracle technologies.

 Oracle elaborated on their vision for the CX Cloud suite of products and how, with information, the customer has become more powerful. Daniel Pink, the bestselling author described how the paradigm has shifted from “buyer beware” to “seller beware.” He explained, “We live in a world with easy access to information, endless choices, and many ways for customers to talk back.”

The Customer-Centric Future

Excellent, forward-thinking Keynote presentations by Oracle CEO Mike Hurd, Daniel Pink, bestselling author, Brian Curran, VP Customer Experience and Strategy for Oracle and Becky Ploeger, VP of Digital Commerce Customer of Kohl’s further highlighted how the era of customer service is experiencing a dramatic transformation. Organizations that embrace the customer-centric organization will have a chance to survive longer. To drive home this point, Hurd explained that since 1990, 70% of companies were out of business due to bankruptcies, mergers or acquisitions. This trend has continued in the past 15 years. He noted that since 2000, 50% of Fortune 500 companies no longer exist. The CEO of today ponders what it will take to keep their jobs alive and sustainable and retain customer loyalty.

According to Emily Creech, author of Oracle’s Blog, dated 9 April 2015, Hurd further commented, “Companies can no longer survive with fragmented sales and marketing processes—they need to integrate siloed processes to deliver a holistic customer experience. This is often complicated by legacy systems. “The average legacy application in use today by corporate America is 21 years old.” As a result, customers receive a fragmented, inconsistent experience and it’s affecting the bottom-line. Eighty-nine percent of consumers switch to a competitor after a poor experience, but the fact that 86% of customers are willing to pay more for a better experience proves how important the customer experience really is.” Oracle is in the business of serving customers and meeting their needs, by their suite of cloud solutions, acquisitions and R&D investments. Infogain, a longtime partner of Oracle is committed to the customer-centric organization with a mobility platform that is a complement to the cloud-based solution.

Infogain’s Mobile Phone Omni-Channel Strategy Complements the Cloud

Infogain’s Mobile Phone supports and enables services through multiple channels of phone, Email, Chat, Web and Social Media. Integrating Infogain’s mobile phone solution with Oracle’s cloud-based system enables self-service through multiple channels. Clients will receive multi-media content, use social platforms and collaborate with private communities, such as Jive. The client will be able to interact with CRM to open customer cases or order products or services. Additionally, the mobile solution provides instant notifications, scheduled call-backs, providing an electronic identity. Contact KnowledgeSolutions@Infogain.com for more information.

Infogain & Oracle, Your Partners for the future

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company. With world’s largest team of OKM experts, we have deployed OKM at Fortune 500 companies all over the world. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services.

Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content. Join Oracle and Infogain and embrace your “customer-centric” future. Also, make plans to attend the next Oracle Modern CX Conference.

By Cathy Chandhok

Director, Marketing and International Sales

 

Resources:

Creech, Emily. Oracle Customer Experience Blog, “The Modern Customer Experience Conference Keynotes,”  9 April, 2015 [https://blogs.oracle.com/cx/entry/the_modern_customer_experience_conferences]

 

 Leggett, Kate, Blog, Forrester, guest post by Fraser Tibbetts, “Oracle Aims to Put the Customer at the Core of the Oracle CX Cloud, 7 April 2015 [http://blogs.forrester.com/kate_leggett/15-04-07-oracle_aims_to_put_the_customer_at_the_core_of_the_oracle_cx_cloud]

 

 

Infogain & Oracle: A Partnership Committed to Helping Healthcare Providers Reduce Costs and Increase ROI

In a Forbes Magazine Article from 2012, contributor Lisa Quast writes that “Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge.” While that figure is several years old, it is still astounding and continues to multiply with the Affordable Care Act and changing HIPAA regulations.

As the healthcare industry business models continues to evolve, customer service organizations at healthcare payers are challenged to control internal costs, keep up-to-date with changing regulations and make sure call center agents are providing fast, accurate and efficient services to subscriber members. One solution that has proved successful is the combined services of Infogain and the Oracle Knowledge Management (OKM) System.

“Oracle Knowledge Management is the process by which knowledge is identified, accessed, enhanced, and protected through the use of advanced technology, user friendly portals, and the development of a culture of openness, sharing, and collaboration,” as defined by the Oracle Knowledge Management User’s Guide. Infogain clients that use this system formerly had knowledge content scattered in various formats (i.e. databases, paper, presentations, etc.). Oracle Knowledge harnesses this information into one single source.

For example, during a recent visit with an Infogain client, we observed a situation where a document was created in one system and then copied into three other different systems. Obviously, this was an inevitable point of failure since those systems can quickly get out of sync. The problem can become even more critical for documents like rate and provider tables where accuracy is crucial. Customers of OKM have used it to fully federate their search and content experience. This means that if  you have policy documents in one system because it is authored and maintained by Team A, and you have some support articles in another system managed by Team B, and more procedures sitting in a third location, OKM allows full control all content in one, centralized place, with the option to search all of those documents.

The Oracle Knowledge Management team at Infogain is pleased to offer a system that can be fully integrated with any customer support technology system, including Siebel, RightNow, SalesForce, Remedy and other custom support applications. Dramatically Improved knowledge access has led to Infogain clients achieving the following:

• Increased answer accuracy by as much as 58%
• Increased agent productivity with relevance of information retrieved from 22% to 90%
• Legal and regulatory cost savings because both members and agents have the ability to track plans, costs, and geographical differences in order to stay in compliance
• Reduction in training time for Insurance contact agents by as much as 25%
• Reduced average agent response time by as much as 30% for certain customers
• Savings of between $3.5 M and $5 M per year through the use of the OKM web self-service portal

Infogain has world’s largest team of OKM experts. We have successfully deployed OKM at two major healthcare providers with thousands of member subscribers and call center agents.   Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and Production Lifecycle Services. Contact us today to learn more.

By Cathy Chandhok

Director, Marketing and International Sales

 Sources:

1. Quast, Lisa. Forbes Magazine. Web. 20 August 2012. “Why Knowledge Management is important to the success of your company.”  [http://www.forbes.com/sites/lisaquast/2012/08/20/why-knowledge-management-is-important-to-the-success-of-your-company/] 
2. Oracle Knowledge Management User’s Guide. Release 12.1. n.d. [https://docs.oracle.com/cd/E18727_01/doc.121/e18040/T257886T257902.htm]