Category: Generic

CX Seminar at the Aviva Stadium, Dublin

Almost 50 people attended the CX Seminar that CapricornVentis and Oracle delivered yesterday at the Aviva Stadium in Dublin, Ireland. Following the seminar the attendees enjoyed a gourmet lunch and an amusing stadium tour.

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The main focus of the seminar was on the importance and value of CX in today’s markets and organisations, and also how technology could enable it. Then two client success stories were presented by Paddy Power and Abtran.

David Lopes (Oracle CX Strategist) opened with “The Role, Importance and Value of CX“. A great presentation that aroused the attendees, allowed them to perceive what is CX, and facilitated the connection with the technology.

Then it was my turn to present RightNow CX and show how technology can enable CX. Based on a smooth Customer Journey (the story of James, customer of FS Bank) I was able to touch some of the key functionalities around Social, Service, Sales, Outreach, Feedback and Reporting.

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From the feedback I got – on the individual and joint Q&A sessions, and over the coffee and lunch breaks – I sensed that people liked the technology. But more important than that, they perceived how RightNow CX can replace many systems and bring them value.

The truth is that most of the companies (if not all of them) still have silos. They use different systems to sell, to log complaints, to market their products, to deal with social media, to analyse voice-of-the-customer. And then they build warehouses for reporting and analytics purposes.

RightNow CX allows them not only to have an all-in-one, industry leading solution, but also much more than that, as it is a very powerful application, full of cool features and functionalities. That can quickly bring added value, by improving the customer and user experience.

Follow “Doctor CX” on Facebook

Whenever a new post is written I normally go through the Social Networks to let you know that something new is published.

I know some of you – the ones that are registered on WordPress – follow the blog in order to be notified on any new post.

But those with WordPress accounts are just a minority amongst the thousands that fortunately come to try to find help.

So I thought it was time to find an easier way for you to follow and be aware of what is going on and being published.

Therefore I created a Facebook page where a simple “Like” will enable you to always be up to date.

Visit and Like us here or there →

Oracle RightNow CX – Contact Center Experience

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The Contact Center Experience delivers end-to-end management of the customer journey through unified records, interfaces, and knowledge.

Even junior agents are able to deliver exceptional experiences consistently across every channel for operational efficiency and service excellence.

Contact Center Experience services

  • Dynamic Agent Desktop
  • Knowledge Foundation

Oracle RightNow CX – Web Experience

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The Web Experience provides a rich online customer experience solution so consumers can research, purchase, or resolve issues from any device.

It sets a standard for best-in-class service by allowing customers to interact on their own terms while companies increase conversions and lower service costs.

Web Experience services:

  • Intent Guide
  • Web Self Service
  • Mobile
  • Chat
  • Co-browse
  • Email Management

A brief description on RightNow CX

Oracle RightNow CX is an industry leading Cloud solution. It combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.

RightNow was founded in 1997 and acquired by Oracle in 2011. It started as a cloud service software focused on Customer Service with an integrated knowledge base. Currently RightNow CX is an industry leading that combines Web, Social and Contact Center experiences.

RightNow CX turned into a suite with marketing and sales functionality, voice automation, customer feedback management, analytics and a social platform. It delivers exceptional customer experiences that create loyalty, advocacy and repeat business, and hence grow revenue.

RightNow CX delivers seamless customer service across all channels (web, store, phone, mobile device), enables personalized interactions with the customer, maximizing customer satisfaction/retention and delivers a unified view of the customer improving operational efficiency by the agents.

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