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 1. Oracle United Kingdom
 2. Events
 3. Oracle Advertising and CX Virtual Summit


ORACLE ADVERTISING AND CX VIRTUAL SUMMIT: DELIVER SERVICE THAT MEETS THE MOMENT

23 November 2021 | Original broadcast

As customers rely increasingly on digital channels, exceptional digital-first
experiences have become a key differentiator. Watch the replay of this virtual
event to learn how you can transform your service organisation to make every
customer interaction matter, across digital, self-service, and assisted
channels.


Get instructions to switch on translated captions


CAPTIONS INSTRUCTIONS

1. Click on the settings icon in the bottom right of the video.
2. Click on Subtitles/cc.
3. To watch with English captions, click on English Auto generated.
4. To watch in any other language, click on Auto translate and select your
language.


WATCH THE REPLAY


PROACTIVELY SERVICE DIGITAL CHANNELS WITH SPRINKLR AND ORACLE SERVICE (4:49)

Listen to all your social channels using a unified platform to proactively solve
customer service needs.

Jay Vigeland Global Technology and Care Ecosystem Alliance Leader, Sprinklr
Daniel Foppen Director, Product Strategy, Oracle


REIMAGINE YOUR END-TO-END CUSTOMER SERVICE WITH FIVE9 AND ORACLE SERVICE (10:07)

Provide your agents with real-time, intelligent data to deliver a smoother
customer experience by integrating your contact center software solutions with
omnichannel routing from Oracle Service and Five9.

Nick Delis SVP Global Enterprise Sales, Five9
Daniel Foppen Director of Product Management, Oracle


FULL SHOW - DELIVER SERVICE THAT MEETS THE MOMENT (59:51)

Meet the service needs of customers throughout the lifecycle with connected data
sets. Learn how you can create digital-first experiences that maximise customer
happiness and loyalty, while reducing service costs.

Caoimhe Maxwell Director of Oracle Service and Field Service Strategy, Oracle



HOW TO USE DATA AND AUTOMATION TO DELIVER OUTSTANDING SERVICE (13:31)

This session illustrates the impact modern service solutions can have on the
customer service journey and better position organisations to establish a
competitive advantage in the service environment.

Daniel Foppen, Director of Product Management, Oracle
Alice Park Senior Product Manager, Oracle


SERVICE LEADERS THAT ARE DRIVING CHANGE AND BUSINESS RESULTS (19:17)

Provide great service to every customer today and be ready for whatever comes
tomorrow. Join business leaders as they share their customer service journeys
and strategies to enable success across the organisation.

Andrew McMillan Former Head of Customer Service, John Lewis
Anne Marie Forsyth CEO, CCA
Johnny Barton Head of Journey, Experience & Strategic Solutions, Turning Point


ACCELERATING DIGITAL FIRST SERVICE IN A GLOBAL PANDEMIC (9:07)

Hear from Johnny Barton from Turning Point as he shares his insights on how they
accelerated their digital first service strategy during the pandemic. What
challenges they face, how technology helped and what the future for customer
service holds.

Johnny Barton Head of Journey, Experience & Strategic Solutions, Turning Point
Caoimhe Maxwell Director of Oracle Service and Field Service Strategy, Oracle


ENABLE SERVICE AS A DRIVER OF BRAND EXPERIENCE (12:35)

Hear Andrew’s vision on how to create a market-leading culture and attitude
towards customer service and sales.



Andrew McMillan, Former Head of Customer Service, John Lewis

TOP 7 WAYS TO DELIVER SERVICE THAT MEETS THE MOMENT

Change your customer service strategy to become digital first. Read our guide to
learn how to adapt the service you offer to meet the rapidly changing needs of
your customers and team.

Get the guide

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