Focus On Modern Service Experience By Track Wednesday, April 1, 2015 EXECUTIVE TRACK 9:00 AM - 12:00 PM Modern Service Experience Keynote: Oracle Service Cloud Vision Brian Curran, Oracle, Becky Ploeger, Kohl's Corporation, Kate Leggett, Forrester, Steve Fioretti, Oracle As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organization's success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organization will face in pursuit of fulfilling their needs. Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he narrates a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilizing modern strategy and capabilities to catapult you and your organization forward. Becky Ploeger, Vice President of Digital Commerce Customer at Kohls will join us to explain how her company has risen to the challenge of understanding and delivering on these increased customer expectations. You will also hear Kate Leggett, Vice President and Principal Analyst from Forrester Research, give her knowledgeable insight on the future of customer service and trends that are impacting a company s ability to deliver great service. And finally, we ll close with a Customer Appreciation Awards Ceremony to recognize our customers achievements. 1:00 PM - 1:45 PM Customer Service Leadership in 2020 Ian Jacobs, Forrester Delfino 4006 The pace of technology change, new and emerging support channels, and rapidly changing customer expectations are all putting more and more pressure on today s customer service and support organization. This session will peer into the future and predict what customer service might look like in the year 2020. Ian Jacobs, Senior Analyst at Forrester, will become fortune teller and soothsayer (when in Vegas!) and help us organizations think about the next wave of technology and behavioral shifts that a Service Executive needs to consider as they plan for the future. 2:00 PM - 2:45 PM Strategic Roadmap to Modern Customer Service JP Saunders, Oracle, Rhianna Albert, everge Group Delfino 4006 Subject to Change Page 1
Learn how to mature your customer engagement strategies to become a modern customer service and support organization that aligns to your customer experiences initiatives across the organization, and drives sustainable growth and profit for your business. In this session you will discover how to leverage the Oracle Roadmap To Modern strategy framework, to develop a synergistic alignment between your phases of technology adoption, engagement approaches, and value metrics. This session is designed to help you quickly establish a common understanding amongst your peers, partners and teams of where your business is today on its maturity journey, and how to move that forward to where your business needs to be. 3:30 PM - 4:15 PM Customer Panel Accelerating Success with Social Customer Service Steve Fioretti, Oracle, Angela Wells, Oracle, Derek Homann, LinkedIn Research says that 72 percent of customers who complain on Twitter expect a response within an hour. Is your organization meeting that high expectation? No matter what the buzz, social customer service provides access to a gold mine of rich, relevant customer data that can be leveraged for everything from marketing to product innovation. Join this panel of social media and customer care executives as they discuss the critical ways their organizations are building customer relationships online, getting insightful product recommendations, and resolving customer complaints. Hear from real companies that have resolved customer complaints and uncovered new product ideas that outshine their competition. 4:30 PM - 5:15 PM Disrupting the Customer Journey: Blurring Organization Lines in a Members' First World Andy Yasutake, LinkedIn Delfino 4006 Delfino 4006 Who really owns the Customer Experience? LinkedIn is embarking on an innovative member and customer focused journey to break down organizational silos and traditional functions of marketing, service and sales in a hyper-growth company with global reach. At LinkedIn, Global Customer Operations is a part of the Global Marketing organization. LinkedIn's goal is to close the loop between the next generation of marketing, sales and service and positively disrupt the member and customer s experience journey on their global ubiquitous platform. - Disrupting current organizational structures to provide Service Excellence from a Member and Customer s point-of-view. -Utilizing innovative and emerging technologies that help meet the raising expectations of customers in a digital and always online world. - Leveraging moments of truth at the right time to help enhance the members' journey CONT A C T CENTER Subject to Change Page 2
9:00 AM - 12:00 PM Modern Service Experience Keynote: Oracle Service Cloud Vision Brian Curran, Oracle, Becky Ploeger, Kohl's Corporation, Kate Leggett, Forrester, Steve Fioretti, Oracle As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organization's success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organization will face in pursuit of fulfilling their needs. Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he narrates a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilizing modern strategy and capabilities to catapult you and your organization forward. Becky Ploeger, Vice President of Digital Commerce Customer at Kohls will join us to explain how her company has risen to the challenge of understanding and delivering on these increased customer expectations. You will also hear Kate Leggett, Vice President and Principal Analyst from Forrester Research, give her knowledgeable insight on the future of customer service and trends that are impacting a company s ability to deliver great service. And finally, we ll close with a Customer Appreciation Awards Ceremony to recognize our customers achievements. 1:00 PM - 1:45 PM Cross-Channel Unifying the Service Agent Experience Justin Anderson, Oracle, Allyson Boudousquie, Convergys, Kent Swartz, Oracle Delfino 4105 Today s customers bring increasingly high expectations for consistent, expedient service across every channel. In this session, learn how Oracle Service Cloud enables you to deliver exceptional support across all channels with the Modern Cross-Channel Contact Center. Empower your agents with a unified workspace, simplified tasks, and powerful knowledge tools that will make their job easier, and make your customers happier. Learn how Convergys, a global leader in customer management, is leveraging Oracle Service Cloud to enable 28 global customers to engage through the right channel at the right time throughout the customer journey. Through Convergys Digital Engagement strategy, companies are providing a superior customer experience using a variety of digital channels: web chat, mobile chat, co-browse, email, social, and more. Convergys also will offer case stories and best practices on how to improve agent productivity and increase satisfaction by having a single view of the customer providing a seamless experience across multiple touch points. 2:00 PM - 2:45 PM Service and Social Engagement Hari Menon, Oracle Delfino 4105 Social media has forever transformed the way customers interact with brands. Today, 1 in 3 users prefer to contact brands using social media Subject to Change Page 3
rather than the telephone. Every year, customers share hundreds of billions of messages about products and services that can influence your customer s perceptions, for better or worse. Are you listening? Learn how Oracle Service Cloud and Oracle Social Cloud deliver a modern service platform that empowers you to quickly and precisely identify relevant messages across a myriad of global sources and enables you to focus your finite resources on delivering real solutions to customer problems. 3:30 PM - 4:15 PM Automating Your Contact Center Jens Lundell, Oracle Delfino 4105 Balancing agent efficiency, usability, compliance, and data integrity can be an administrative headache. With Oracle Service Cloud, these items no longer need to be balanced, but can all be achieved. In this session, we will walk through a use case where data from multiple systems is seamlessly integrated as the agent is guided through a customer interaction. 4:30 PM - 5:15 PM Contact Center Customer Showcase Justin Anderson, Oracle, Julia Neary, Pella Corporation Delfino 4105 Join this session to see selected Oracle Service Cloud customers demonstrate how they leverage the Oracle Service Cloud contact center to deliver better customer experiences and increase agent productivity and effectiveness. Focusing on live demonstrations, learn how each customer has adapted Oracle Service Cloud to meet their unique needs and how they deliver measurable benefits to their service organization. WEB CUSTOMER SERVICE 9:00 AM - 12:00 PM Modern Service Experience Keynote: Oracle Service Cloud Vision Brian Curran, Oracle, Becky Ploeger, Kohl's Corporation, Kate Leggett, Forrester, Steve Fioretti, Oracle As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organization's success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organization will face in pursuit of fulfilling their needs. Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he narrates a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilizing modern strategy and capabilities to catapult you and your organization forward. Becky Ploeger, Vice President of Digital Commerce Customer at Kohls will join us to explain how her company has risen to the challenge of understanding and delivering on these increased customer expectations. You will also hear Kate Leggett, Vice Subject to Change Page 4
President and Principal Analyst from Forrester Research, give her knowledgeable insight on the future of customer service and trends that are impacting a company s ability to deliver great service. And finally, we ll close with a Customer Appreciation Awards Ceremony to recognize our customers achievements. 1:00 PM - 1:45 PM Panel: The Future of Leading Online Service Experiences David Fulton, Oracle, Stuart Concannon, ASOS, Aphrodite Brinsmead, Ovum, Jeremy Kembel, Oracle Delfino 4104 Web Customer Service like any rapidly maturing technology space is subject to its fair share of hype and hyperbole, which makes making a decision on channels to support or trends to follow a risky bet (even for Vegas!). Join our esteemed panel of practitioners and technologists as they cut through the bluster and BS to speculate on what they see the benchmark for leading practices and technologies being over the next few years, why, and what that will mean for your online service strategy. 2:00 PM - 2:45 PM One Service Experience on Many Devices Tips and Tricks for Responsive Design Lawrence Morrisroe, Oracle, Chandini Davis, Virgin America, Douglas Stolls, Virgin America Delfino 4104 Supporting every approach that your customers might take to get their service questions answered gets harder by the day due to the constant proliferation of internet-connected devices of every shape, size, and input method. How do you deliver a high-quality service experience without getting overwhelmed by the possibilities versus the probabilities? In this session, we'll explore responsive design and outline best practices for its use for online service, and identify ways in which you can apply the concept quickly and easily to your online service experience. 3:30 PM - 4:15 PM Assisted Service Improving Service Engagements with Chat and Cobrowse Jessica Bradley, Oracle, Michelle Brusyo, Oracle, Amy Patel, Toyota Delfino 4104 As consumers spend more time on the internet, they re demanding a more positive, intuitive, and timely online experience. Likewise, businesses know that every online interaction with a customer must be better than the last. Join us as we discuss how to deliver a great service engagement while decreasing resolution time, as well as how to manage engagements delivered through the contact center and use cross-channel communication to rapidly understand the customers' needs as they transition from self- to assisted service. 4:30 PM - 5:15 PM Tear Down This Wall Creating the Next Generation of Web Customer Service by Combining Web Self-Service and Communities Jeremy Kembel, Oracle, Edouard Leeuwenburg, T-Mobile Netherlands Delfino 4104 As technology and trust landscapes have matured over the last few years, Subject to Change Page 5
support communities have emerged as a valuable part of the online customer service experience. But even the most efficient support communities offer a separate, disconnected experience a cross between an island destination and the wild west. In this session, we ll discuss the next generation of web self-service, where the knowledgebase and community Q&A are part of a seamless experience, enabling customers to more easily find answers and business owners to finally measure the relative performance of their community. INSIGHTFUL ANSWERS 9:00 AM - 12:00 PM Modern Service Experience Keynote: Oracle Service Cloud Vision Brian Curran, Oracle, Becky Ploeger, Kohl's Corporation, Kate Leggett, Forrester, Steve Fioretti, Oracle As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organization's success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organization will face in pursuit of fulfilling their needs. Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he narrates a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilizing modern strategy and capabilities to catapult you and your organization forward. Becky Ploeger, Vice President of Digital Commerce Customer at Kohls will join us to explain how her company has risen to the challenge of understanding and delivering on these increased customer expectations. You will also hear Kate Leggett, Vice President and Principal Analyst from Forrester Research, give her knowledgeable insight on the future of customer service and trends that are impacting a company s ability to deliver great service. And finally, we ll close with a Customer Appreciation Awards Ceremony to recognize our customers achievements. 1:00 PM - 1:45 PM Getting Deeper Insights with Reporting and Analytics Kenny Tietz, Oracle Delfino 4005 Learn best practices for optimizing reports and dashboards to help gain deeper insights from your data. This session will review various analytics features that will help you maximize your operational reporting system and understand performance implications. You'll also learn about options for integrating with a data warehouse for your enterprise analytics needs. 2:00 PM - 2:45 PM Measuring the Value of Knowledge Nav Chakravarti, Oracle, Ramesh Manian, Oracle, Joe Harkulich, Rockwell Automation, Joyce Moline, Ameriprise Financial, Eric Henly, Ameriprise Financial Delfino 4005 Subject to Change Page 6
Join the conversation about how best-practices organizations are moving away from knowledge management activity measures and moving toward quantifying the value of specific knowledge interactions. 3:30 PM - 4:15 PM Knowledge Optimizing Knowledge Authoring and Workflows Jeff Elser, Oracle, Peter Tebbenhoff, Oracle, Sarah Sheaffer, HSN,Bill Zakareckis, Netscout,Craig Cecil, Intergraph Corporation, Marie Lockhart, Oracle Delfino 4005 Learn how to optimize your knowledge-authoring process to support your knowledge program objectives. We ll explore Knowledge-Centered Support (KCS) and non-kcs approaches to knowledge-authoring best practices. 4:30 PM - 5:15 PM Customer Panel Best Practices in Knowledge Management Brent Avera, Sony, Michel van Zantbeek, Achmea, Nav Chakravarti, Oracle Delfino 4005 Knowledge management (KM) is a foundational aspect of providing a superior customer experience. In this session, you will learn about the processes, measures, and methodologies required for a successful KM implementation. TECHNICAL 9:00 AM - 12:00 PM Modern Service Experience Keynote: Oracle Service Cloud Vision Brian Curran, Oracle, Becky Ploeger, Kohl's Corporation, Kate Leggett, Forrester, Steve Fioretti, Oracle As a leading service professional, there has never been a better time to take your seat at the table in order to drive your organization's success in a world of increased customer expectations. Command of this transformation requires a true understanding of the customer journey and the challenges your organization will face in pursuit of fulfilling their needs. Join Oracle's Brian Curran, VP Customer Experience Strategy & Design, as he narrates a vision of how to Design the Service Experience of Tomorrow. Learn how you can rewrite your role and the role of your department by embracing today's digital disruption head-on, and by utilizing modern strategy and capabilities to catapult you and your organization forward. Becky Ploeger, Vice President of Digital Commerce Customer at Kohls will join us to explain how her company has risen to the challenge of understanding and delivering on these increased customer expectations. You will also hear Kate Leggett, Vice President and Principal Analyst from Forrester Research, give her knowledgeable insight on the future of customer service and trends that are impacting a company s ability to deliver great service. And finally, we ll close with a Customer Appreciation Awards Ceremony to recognize our customers achievements. Subject to Change Page 7
1:00 PM - 1:45 PM The Modern Agent Experience Josh Bowcott, Oracle Delfino 4001A/4001B Discover how to quickly build a modern, unified agent experience. This session provides an overview of the powerful Connect Add-In Framework, a walk-through of the creation and deployment of an add-in, and a demonstration on how to assemble an agent experience through the use of workflows, workspaces, workspace rules, and add-ins. 2:00 PM - 2:45 PM Crafting a Modern Self-Service Experience with Oracle Service Cloud James Watson, Oracle, Chris Fellows, Oracle Delfino 4001A/4001B Join this session to learn how to deliver modern self-service. We'll introduce you to the Oracle Customer Portal Cloud Service, and provide a getting started demonstration targeted for designers and developers on how to work with the Customer Portal framework. By the end of the session, attendees will be able to edit files, configure common options, customize the look and feel for a pixel-perfect support site, and find help to move to the next level. This session is relevant to website designers, developers, and contact center administrators. 3:30 PM - 4:15 PM Developing Custom Functionality with Customer Portal Widgets James Watson, Oracle, Chris Fellows, Oracle Delfino 4001A/4001B Learn how to customize the Oracle Customer Portal Cloud Service using the framework's primary container for custom page functionality: the widget. This session will also cover the use of Customer Portal models, custom objects, and Oracle RightNow Object Query Language (Oracle ROQL) with a handson demonstration. The session is relevant to web developers with some programming experience. 4:30 PM - 5:15 PM Personalized Experiences Enabled Through Extensibility Vikram Kaledhonkar, Oracle Delivering modern customer experience excellence requires the ability to rapidly adapt to changing business needs. Extending Oracle Service Cloud through custom objects offers this flexibility. Join this session for an overview of custom objects capabilities and see a demonstration on how to use new objects in Oracle Service Cloud Agent Desktop, Oracle Service Cloud Analytics, server-side code, and Oracle RightNow App Builder Connect PHP API Cloud Services. This session will also highlight features added in recent releases. Delfino 4001A/4001B Subject to Change Page 8
Thursday, April 2, 2015 EXECUTIVE TRACK 9:00 AM - 12:30 PM Modern Service Experience Keynote: Oracle Service Cloud Overview, Roadmap, Analyst & Influencer Panel and Customer Panel Chris Hamilton, Oracle, Christopher Patterson, Oracle, David Hayden, Oracle, Matt Cooper, irobot, Paul Greenberg, The 56 Group, Ian Jacobs, Forrester, Denis Pombriant, Beagle Research,Jim Ferron, Nintendo, Joe McGinnis, SiriusXM Radio, Joe Testa, Academy Sports + Outdoors, Maryellen Abreu, irobot, Stuart Concannon, ASOS Oracle Service Cloud s Product Management leadership team will share how the Oracle Service Cloud portfolio s current capabilities and future roadmap can help address key trends and challenges facing customer service organizations. We ll share recent and planned developments and innovations, highlighting these through customer examples and demonstrations. You will also learn what industry experts and visionaries see as key trends in the market and how these dynamics are impacting an organization s ability to deliver world class customer service. They ll also offer strategies and approaches on how you can respond to a constantly changing market. Finally, Oracle Service Customers will discuss how they are addressing their market and business challenges, best practices in applying technology solutions to service organizations and the value and ROI they ve achieved in their process and technology deployments. 1:00 PM - 1:45 PM How to Differentiate Your Brand with Oracle Service Cloud Stuart Concannon, ASOS, Chris Hamilton, Oracle Delfino 4006 The world of business is changing fast. Technology is exploding, mobile devices are everywhere, new communication channels are emerging and social media is mainstream. All of this is combining to forever change the way your customers interact with your business. Customers want answers fast no matter where they are or what device they are using and they never want to repeat their story. Delivering great customer experiences across channels can be a primary way to differentiate your brand in this hypercompetitive world. Learn how the Oracle Service Cloud can help you meet your customers expectations across channels in both assisted service and self-service interactions. Your customers will love you for it and your brand will be stronger than ever. 2:00 PM - 2:45 PM Customer Panel: Knowledge Management Strategy Nav Chakravarti, Oracle, Joe Harkulich, Rockwell Automation, Louis Ross, Beachbody Delfino 4006 Subject to Change Page 9
Knowledge management (KM) is a foundational aspect of providing a superior customer experience. Join this session to learn about the KM strategies required to support overall business strategy. CONT A C T CENTER 9:00 AM - 12:30 PM Modern Service Experience Keynote: Oracle Service Cloud Overview, Roadmap, Analyst & Influencer Panel and Customer Panel Chris Hamilton, Oracle, Christopher Patterson, Oracle, David Hayden, Oracle, Matt Cooper, irobot, Paul Greenberg, The 56 Group, Ian Jacobs, Forrester, Denis Pombriant, Beagle Research,Jim Ferron, Nintendo, Joe McGinnis, SiriusXM Radio, Joe Testa, Academy Sports + Outdoors, Maryellen Abreu, irobot, Stuart Concannon, ASOS Oracle Service Cloud s Product Management leadership team will share how the Oracle Service Cloud portfolio s current capabilities and future roadmap can help address key trends and challenges facing customer service organizations. We ll share recent and planned developments and innovations, highlighting these through customer examples and demonstrations. You will also learn what industry experts and visionaries see as key trends in the market and how these dynamics are impacting an organization s ability to deliver world class customer service. They ll also offer strategies and approaches on how you can respond to a constantly changing market. Finally, Oracle Service Customers will discuss how they are addressing their market and business challenges, best practices in applying technology solutions to service organizations and the value and ROI they ve achieved in their process and technology deployments. 1:00 PM - 1:45 PM The Hidden Value of the Social Network within Oracle Service Cloud Josh Lannin, Oracle, Justin Anderson, Oracle Delfino 4105 Learn how Oracle Service Cloud customers are unlocking the expertise within their organizations using the integrated enterprise social network it now includes. This modern social user experience provides service agents the ability to collaborate with all employees in their company to accomplish their work more easily. See how customers are improving how they work: addressing customer issues more accurately and faster, sharing knowledge in the context of their business and staying connected to each other across different teams. Discover how Oracle Social Network Cloud Service reveals previously unknown intelligence about people, documents, and business processes that can be used to improve service interactions for your customers and help convert and create positive experiences. 2:00 PM - 2:45 PM Voice of the Customer Delfino 4105 Subject to Change Page 10
Susie Boyer, Oracle, Jeremy Whyte, Oracle Listening to the consumer is a top customer experience trend in 2015 that shows no signs of changing. In this session, discover key features and capabilities available with Oracle RightNow Feedback Cloud Service and learn how Oracle leverages its solutions to support its Voice of the Customer program. WEB CUSTOMER SERVICE 9:00 AM - 12:30 PM Modern Service Experience Keynote: Oracle Service Cloud Overview, Roadmap, Analyst & Influencer Panel and Customer Panel Chris Hamilton, Oracle, Christopher Patterson, Oracle, David Hayden, Oracle, Matt Cooper, irobot, Paul Greenberg, The 56 Group, Ian Jacobs, Forrester, Denis Pombriant, Beagle Research,Jim Ferron, Nintendo, Joe McGinnis, SiriusXM Radio, Joe Testa, Academy Sports + Outdoors, Maryellen Abreu, irobot, Stuart Concannon, ASOS Oracle Service Cloud s Product Management leadership team will share how the Oracle Service Cloud portfolio s current capabilities and future roadmap can help address key trends and challenges facing customer service organizations. We ll share recent and planned developments and innovations, highlighting these through customer examples and demonstrations. You will also learn what industry experts and visionaries see as key trends in the market and how these dynamics are impacting an organization s ability to deliver world class customer service. They ll also offer strategies and approaches on how you can respond to a constantly changing market. Finally, Oracle Service Customers will discuss how they are addressing their market and business challenges, best practices in applying technology solutions to service organizations and the value and ROI they ve achieved in their process and technology deployments. 1:00 PM - 1:45 PM Lowering Customer Effort: Building Effective Right-Channeling into Your Online Service Experience David Fulton, Oracle The number of channels that consumers use for service interactions continues to grow. And as these channels proliferate, it becomes increasingly important to make sure customers are aware of which ones save them the most time and effort. But how do you raise awareness without robbing the customer of something else they value choice? In this session, we'll discuss the concept of right-channeling, the real benefits it delivers to the brand and the end-customer, and how it can be applied to your Oracle Service implementation. 2:00 PM - 2:45 PM KCS and Community: Bringing Them Together Matthew Lees, Oracle, Paul Drotleff, Rockwell Automation Delfino 4104 Delfino 4104 Subject to Change Page 11
Knowledge-Centered Support (KCS) grew out of a desire for support organizations to deliver greater value more efficiently. Now on its fifth iteration, KCS provides a methodology for creating and maintaining knowledge in support environments, with the end goal of ensuring productive customer experiences. As the sources of knowledge change such as the exponential rise in user-generated knowledge across the social web KCS adapts through the collaboration of its adherents. Join this session to discuss the convergence of KCS and social knowledge through the Customer Engagement Journey Matrix, reputation models, and other approaches, and take away valuable insights that you can apply to your own KCS implementations. INSIGHTFUL ANSWERS 9:00 AM - 12:30 PM Modern Service Experience Keynote: Oracle Service Cloud Overview, Roadmap, Analyst & Influencer Panel and Customer Panel Chris Hamilton, Oracle, Christopher Patterson, Oracle, David Hayden, Oracle, Matt Cooper, irobot, Paul Greenberg, The 56 Group, Ian Jacobs, Forrester, Denis Pombriant, Beagle Research,Jim Ferron, Nintendo, Joe McGinnis, SiriusXM Radio, Joe Testa, Academy Sports + Outdoors, Maryellen Abreu, irobot, Stuart Concannon, ASOS Oracle Service Cloud s Product Management leadership team will share how the Oracle Service Cloud portfolio s current capabilities and future roadmap can help address key trends and challenges facing customer service organizations. We ll share recent and planned developments and innovations, highlighting these through customer examples and demonstrations. You will also learn what industry experts and visionaries see as key trends in the market and how these dynamics are impacting an organization s ability to deliver world class customer service. They ll also offer strategies and approaches on how you can respond to a constantly changing market. Finally, Oracle Service Customers will discuss how they are addressing their market and business challenges, best practices in applying technology solutions to service organizations and the value and ROI they ve achieved in their process and technology deployments. 1:00 PM - 1:45 PM Policy Automation: Automating Policy Compliance in Personalized Customer Engagements Davin Fifield, Oracle, Jan Guzik, KP OnCall, Sheri Hastings, Perficient Delfino 4005 It s tough to personalize service, and even tougher in a regulated environment where providing inconsistent information could result in noncompliance penalties. Because these penalties can be staggering, some enterprises stick to providing generic, consistent information across channels and agents rather than risk the liability. But personalized service is Subject to Change Page 12
key to survival. Join this session to learn how Oracle Policy Automation can empower your policy experts to take the guesswork out of compliance while still allowing you to deliver personalized customer engagements across all channels. 2:00 PM - 2:45 PM Field Service: Connecting the Contact Center and the Field Jeffrey Wartgow, Oracle Delfino 4005 Discover how the new Oracle Field Service Cloud Service solution can dramatically improve your customer service through intelligent appointment booking and scheduling. Join this session for a walk-through of the entire field service cycle from incident creation to scheduling and ultimately fulfillment, leveraging all the latest features in the service cloud. TECHNICAL 9:00 AM - 12:30 PM Modern Service Experience Keynote: Oracle Service Cloud Overview, Roadmap, Analyst & Influencer Panel and Customer Panel Chris Hamilton, Oracle, Christopher Patterson, Oracle, David Hayden, Oracle, Matt Cooper, irobot, Paul Greenberg, The 56 Group, Ian Jacobs, Forrester, Denis Pombriant, Beagle Research,Jim Ferron, Nintendo, Joe McGinnis, SiriusXM Radio, Joe Testa, Academy Sports + Outdoors, Maryellen Abreu, irobot, Stuart Concannon, ASOS Oracle Service Cloud s Product Management leadership team will share how the Oracle Service Cloud portfolio s current capabilities and future roadmap can help address key trends and challenges facing customer service organizations. We ll share recent and planned developments and innovations, highlighting these through customer examples and demonstrations. You will also learn what industry experts and visionaries see as key trends in the market and how these dynamics are impacting an organization s ability to deliver world class customer service. They ll also offer strategies and approaches on how you can respond to a constantly changing market. Finally, Oracle Service Customers will discuss how they are addressing their market and business challenges, best practices in applying technology solutions to service organizations and the value and ROI they ve achieved in their process and technology deployments. 1:00 PM - 1:45 PM Integrating a Modern Service Experience with Your Enterprise Systems Vikram Kaledhonkar, Oracle, Jeffrey Wiedre, Nikon, Rhianna Albert, everge Group Delfino 4001A/4001B Is your customer service integrated enough to be called modern? Or is it just one of the disconnected islands in your IT applications landscape? At Oracle Service Cloud (OSvC), we offer you rich set of integration capabilities, including Connect Web Services For SOAP, Connect For PHP, Connect For Subject to Change Page 13
REST, Oracle ROQL (Oracle RightNow Object Query Language) and Custom Processes. Join this session to get introduced to these tools and learn how Nikon, an Oracle customer, embraced the integration challenge by leveraging the tools offered by OSvC. Nikon enhanced their existing Service Cloud functionality, upgraded their customer portal framework and integrated with other applications. Now Nikon agents can see customers service and e- commerce interactions in one place, customers can access all web areas with a single sign-on, and Service Cloud administrators can roll-out upgrades and functionality changes more quickly. 2:00 PM - 2:45 PM Multichannel Service Interactions Scott Seebauer, Oracle, Monty Deckard, BassPro Delfino 4001A/4001B Are you meeting your customers' channel expectations? This session will provide an overview of channel options that will enable you to exceed expectations, and illustrate how channels are delivered as part of the Oracle Service Cloud solution including chat, cobrowse, computer-telephony integration (CTI), video, and SMS. You'll also learn how to seamlessly transition customer interactions across channels. Subject to Change Page 14