The journey to Oracle Open World, in San Francisco, starts today and I’m really excited about it. Last year was great, with loads of good outcomes, and I’m expecting this year to be even better.
I will obviously be more interested on the sessions that are going to take place in the CX Central, with a particular and special focus on Oracle Service Cloud, even though I will attend others (e.g. Sales Cloud).
My agenda has scheduled a few sessions. To those I’m definitely going. Then I will pop in to some others as well as walk the floor to see what Oracle and the partners have to show.
I will start with “Modern Customer Service for a Changing World” as I want to hear people like Kate Leggett talking about how they address experience design, digital disruption or mobile capabilities. And also customer’s representatives sharing their experience on how they are using Oracle Service Cloud.
Then I’m looking forward to hear Christopher Patterson and Keith McFarlane about the “Oracle Service Cloud Roadmap“. I’m expecting loads of innovations, new functionalities, great improvements and exciting features coming our way.
The “Oracle Service Cloud’s Customer Engagement Center Overview and Roadmap” session with Susie Boyer should also be good. She is planning to talk about the platform’s Customer Engagement Center functionality (basically the Customer Service capabilities like incident management, knowledge base, guided assistance, customer feedback, etc.) and its roadmap to address key trends and challenges facing customer service and support organizations.
In the next day I’m planning to attend the session where my good friend Luis Figueira and a couple or Panasonic representatives are going to talk about how they have implemented Oracle CX Cloud products (Social Cloud, Sales Cloud, Marketing Cloud) in coexistence with Siebel.
The next exciting session I plan to attend is “Delivering Customer Service Excellence in the Engagement Center“. The topic is around how Oracle Service Cloud enables companies to deliver consistent Customer Service and CX across all channels.
Another couple of interesting sessions will be “Oracle Service Cloud Integration Strategy” and “Accelerating Oracle Service Cloud and Oracle E-Business Suite “. These are around integrations and coexistence and that is a hot topic.
Apart from that, I hope to see many friends and meet many peers there. Share experience and knowledge. And come back with a lot to think about, a lot of knowledge, and a lot to use on a daily basis.