Let’s meet up in Las Vegas again!


Only 4 weeks to go for Oracle’s Modern Customer Experience conference. For the third year in a row, this fantastic event – where 3,000 attendees network, learn and share experiences – is going to happen in Las Vegas.

The conference has 4 main tracks: Commerce, Marketing, Sales, and Service. The latter is all focused around Oracle Service Cloud and what the platform can do to enable business transformation and deliver better customer experience.

As always, there will be different events to attend and things to do:

  • Sessions where Oracle’s customers share success stories. How they implemented and use Oracle Service Cloud. What they did to differentiate themselves and innovate. And what business results they achieved.
  • Sessions where special guests share thought leadership. Business leaders, research analysis, subject matter experts and Oracle Product Managers will share forward-thinking ideas, trends, drivers and a vision for the future.
  • 1-to-1 “Ask the Expert” sessions. A great opportunity to discuss with Oracle experts, and get the answer to particular questions or guidance to resolve any challenges that might be specific to your business.
  • Demos in the show room. Oracle and some partners will be showing Oracle Service Cloud and it’s new and more relevant features. As well as showcase scenarios where Oracle Service Cloud was or is being used to improve business performance.

I will be in Las Vegas, and look forward to meet all the specialists, experts, advocates and enthusiasts of Oracle Service Cloud.

I will also be available to meet anyone that would like to share an experience or ask any question. So if you would like to meet up, please request a meeting here, and I will be more than happy to arrange a face-to-face, where we can chat over a break, a coffee or drink.

Interview at the Oracle CX event in Vegas

As you know I have attended the Modern Service Experience 2016 in Las Vegas back in April this year. It was a pleasure to have met so many Oracle Service Cloud specialists once again, and some of them for the first time. I look forward to next year’s event. Below is my testimonial. Thank you to Stephanie Kaleva (Oracle’s Manager for Executive Programs Customer Advocacy) who invited me to do this.

Modern Service Experience 2016

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This week I had the chance to be at the Modern Service Experience conference in Las Vegas, where great news were announced by Oracle, with regards to the (near) future of Oracle Service Cloud. Oracle is building their own Video Chat and integration with the leading messaging apps in the market – WhatsApp, WeChat and Facebook Messenger – moving customer service to the next level and allowing companies to keep up with the needs of their customers.

Great sessions and workshops took place in the MGM Conference Centre, where Oracle specialists from the Product Development and Product Management teams shared their knowledge, and customers shared their experiences with Oracle Service Cloud. Their challenges but also their successes, with the implementation and usage of the platform.

Some sessions were particularly interesting:

  • Cross-Channel Contact Centre: Customer Showcase” moderated by Susie Boyer, where three customers (Elsevier, SiriusXM, Academy Sports+Outdoors) showed three completely different ways of using Oracle Service Cloud on a contact centre.
  • Automating your desktop” moderated by Jens Lundell, where WageWorks showed how the company improved efficiency and increased all key indicators using Workspace Rules, Desktop Workflows and Agent Scripts.
  • Customer Portal: Advanced Framework Techniques” where Chris Fellows and Jeremy Campbell, both from Oracle, shared a few tips and tricks on how to use, configure and develop the Customer Portal.
  • Recipes from the Analytics Cookbook” where Kenny Tietz from Oracle, presented the Analytics Cookbook that is now available on the Oracle Service Cloud community.
  • Customer Roundtable: Service Email” driven by Susie Boyer and Keri Jenkin, where many customers asked for clarification and insight on how to go about using the email features and functionalities, like Message Templates and Business Rules to better manage the email interactions.

The Modern Service Experience conference was also a great opportunity to review some “old” faces from the Oracle Service Cloud community – Susie Boyer, Christopher Patterson, Roderick Peace from Oracle; Rhianna Albert from eVerge; Kaarina Kvaavik and Lucia Kash from Language I/O; Paul Graham from Ideqa – and meet others – Stephanie Kaleva, Erica Leep, Keri Jenkin, Maureen Meeds, Jens Lundell, Nate Hossner, Jeff Wartgow from Oracle; Mig Ponce from Eventus; Rupal Patel from Infolexa.

There was also some time to take a sneak peek to some of the sessions on the Modern Sales Experience conference and Modern Marketing Experience conference, as well as meet some experts on Oracle Sales Cloud and Marketing Cloud.

Looking forward to next year’s event!