The time has come for Oracle OpenWorld 2019, and I want to join my colleague Steve Miranda and the rest of the Oracle team in welcoming you to the event. We have a great week planned for you.
Earlier this year, I talked about time being the currency of the Experience Economy and that has never been truer. In my conversations with customers over the summer it was clear that every brand—from the largest and most exclusive to the niche and emerging—is facing a race against time. And the stakes are high.
In a recent study of US consumers, we found 34 percent of people would never shop with a brand again after just one bad experience. The same study found that almost half of consumers have blacklisted a brand as the result of a bad experience.
It’s Now. It’s Urgent
Think about that for a minute. Half of your potential market disappearing overnight. The time for waiting really is over.
To help our customers turn the tables on time, my team has been laser focused on making sure we deliver one of the most trusted, proven and complete data capabilities available in the CX industry. I couldn’t be prouder of the progress we continue to make, and I know I speak for the whole Oracle CX team when I say we can’t wait to share the latest updates with you at Oracle OpenWorld. A few sneak peeks include: new AI-powered sales capabilities, new data-driven marketing capabilities, new digital assistants for sales, service and marketing, and new industry solutions.
I’ll be joining Steve on Tuesday morning for a joint keynote titled: How to Turn Change into Opportunity with Oracle Cloud Apps.
Steve and I will be putting a spotlight on our customers—after all, they are the heroes of the story. We will be joined on stage by Industries for the Blind and Visually Impaired (IBVI), Ferrari S.p.A., Hilton, and Hearst Corporation. They all have inspiring stories, but having Ferrari share the secrets to delivering experiences that symbolize excellence and exclusivity should be special.
End-to-End Experiences
For my part, I want to step back and look at the bigger picture: CX is not just about sales, marketing and customer service, it’s about the entire organization. It takes all of business functions—including finance, HR, and supply chain—working seamlessly together across silos to actually deliver the ideal experience.
One of the keys to bridging those siloes is data, and I am looking forward to sharing the latest updates to CX Unity. CX Unity is an entirely new approach to customer data management that we have been working on with a select group of early adopters such as AT&T and Shopback and large global strategic partners—I’m looking at you Accenture, Deloitte and Capgemini—to create.
Now if you want to put CX Unity into a category, it could be seen as a customer data platform, but that’s like viewing a Ferrari as just another car.
Based on 40+ years of Oracle expertise in managing critical data securely and at scale, CX Unity is unlike any other solution on the market. It brings together online, offline and third-party customer data sources and then applies built-in machine learning to prescribe the optimal experience within existing business processes.
This is powerful stuff: CX Unity enables brands to create a single source of customer truth and eliminates the blind spots that prevent so many organizations from better understanding their customers’ needs and delivering real-time, contextual interactions. It will also be at the heart of my general session on Tuesday afternoon: Data as a Strategic Advantage in the Experience Economy
The Time is Now
The quest for a complete and actionable view of the customer is not new, but the time to finally get it right is now. Different vendors have taken different approaches, some starting with a CRM-first approach, others leading with creative-first approach to try and complete this quest.
At Oracle we firmly believe the only way organizations can create experiences that build, protect and differentiate their brands is a data-first approach. We can’t wait to show you the progress we have made on this vision.
See you at Oracle OpenWorld!
