modern customer service advisory panel michelle brusyo senior product manager october 1, 2014...
TRANSCRIPT
Modern Customer Service Advisory Panel
• Michelle Brusyo• Senior Product Manager
• October 1, 2014
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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• Kendall NygardVP, Service Experience TeamAmeriprise Financial Inc
• Alex MarxerPresidentResortCom International
• Andy YasutakeDirector, Technology Solutions & OperationsLinkedIn
Modern Customer Service Advisory Panelists
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Question 1•How have you and your team focused on and invested in
the customer service experience to boost your brand?
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Question 2•Which customer service technology investments do you
think have made the biggest business impact?
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Question 3•What changes have you made within your corporate
culture to elevate customer service?
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Question 4•What are the goals and KPIs that you’re focusing on today
and how have those changed over time?
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Audience Q&A
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Wednesday, October 1, 2014Oracle Service Cloud Track Sessions
Session Time Room ID
Transformation of Employee Support at OracleMichael Mcparland, Vice President, Incident & Request Management, Oracle
11:30 AM - 12:15 PM
Moscone West - 2000
CON9480
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Wednesday, October 1, 2014 (continued)Oracle Service Cloud Track Sessions
Session Time Room ID
Extending Knowledge Management to Empower the FieldKyle Martin, Knowledge Management Leader, Ingersoll RandManish Nashine, IT Director, Ingersoll RandMelinda Uhland, Director, Product Management, Oracle
11:30 AM - 12:15 PM
Moscone West - 3001
CON8946
Oracle Service Cloud for Oracle E-Business SuiteJulia Neary, Customer Experience Manager, Pella CorporationJustin Anderson, Senior Director, Product Management, Oracle
11:30 AM - 12:15 PM
Moscone West - 3001A
CON8927
Web Customer Service on the Bleeding Edge (of a Sword) at Zenimax OnlineBoyd BeasleyDavid Fulton, Director of Product Management, Oracle
12:45 PM - 1:30 PM
Moscone West - 3001
CON8914
Oracle Service Cloud for Siebel ServiceScott Uptain, Executive Manager, Global Business Systems, Intergraph CorporationRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle
12:45 PM - 1:30 PM
Moscone West - 3001A
CON8917
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Wednesday, October 1, 2014 (continued)Oracle Service Cloud Track Sessions
Session Time Room ID
Achieving Excellence in Customer ServiceJohn Green, Client Relationship Manager, IDP EducationRaleigh Burgess, CEO, BlueLeap LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle
2:00 PM - 2:45 PM
Moscone West - 3001
CON8925
Best Practices in Knowledge Management John Green, Client Relationship Manager, IDP EducationRaleigh Burgess, CEO, BlueLeap LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle
2:00 PM - 2:45 PM
Moscone West - 3001A
CON8934
How Service Executives Make Memorable Impressions with Siebel Service and Oracle Service Cloud
Hosna Keyhan, CIO, NebuLogic Technologies, LLCNivas Nallanthi, Chairman & CEO, NebuLogic Technologies, LLCTiffany Blair, Senior Principal Product Manager - Public Sector CRM, Oracle
3:15 PM - 4:00 PM
Moscone West - 2007
CON8509
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Wednesday, October 1, 2014 (continued)Oracle Service Cloud Track Sessions
Session Time Room ID
Putting Knowledge at the Heart of ServiceJeri Shelton, Director, CX Engineering, ComcastMichel van Zantbeek, Manager Knowledge Management Center, Achmea Interne Diensten N.V.Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle
3:15 PM - 4:00 PM
Moscone West - 3001
CON8915
Best Practices in Online Customer EngagementJason Hillner, Exec. Director, Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle
3:15 PM - 4:00 PM
Moscone West - 3001A
CON8911
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Thursday, October 2, 2014Oracle Service Cloud Track Sessions
Session Time Room ID
General Session: CX Central @ OpenWorld—It’s a Wrap!Aaron Shidler, VP, CRM Product Development, Oracle
9:00 AM - 9:45 AM
Moscone West - 2008
GEN8890
Customer Experience Journey Mapping Workshop: An Eye-Opening ExperienceCoryn DeGrandsLorraine Maneri, VP, North America Efficacy & Quality, Pearson EducationTimothy Loomis, Senior Director, Sales Consulting, Oracle
10:15 AM - 11:00 AM
Moscone West - 3009
CON8795
The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration StoryRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCShiloh Madsen, Developer, eVerge Group, LLC
11:30 AM - 12:15 PM
Moscone West - 2001A
CON3929
Oracle Service Cloud: Overview and Roadmap for Web Customer ServiceDavid Fulton, Director of Product Management, Oracle
11:30 AM - 12:15 PM
Moscone West - 3001
CON8908
Connecting the Call Center to the FieldKayleigh Fitch, Senior Public Relations Specialist, TOA Technologies Inc.Jeffrey Wartgow, Vice President Product Marketing, TOA Technologies Inc.Melinda Uhland, Director, Product Management, Oracle
11:30 AM - 12:15 PM
Moscone West - 3001A
CON8926
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Thursday, October 2, 2014 (continued)Oracle Service Cloud Track Sessions
Session Time Room ID
Oracle Service Cloud Cross-Channel Contact Center Overview and RoadmapJustin Anderson, Senior Director, Product Management, Oracle
12:45 PM - 1:30 PM
Moscone West - 3001
CON8945
Policy Automation with Oracle Service Cloud: Overview and RoadmapDavin Fifield, VP Product Development, Oracle Policy Automation, OracleJasmine Lee, Principal Solution Specialist, Oracle
12:45 PM - 1:30 PM
Moscone West - 3001A
CON8909
Oracle Service Cloud Knowledge Management Overview and RoadmapNav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle
2:00 PM - 2:45 PM
Moscone West - 3001
CON8855
Oracle Service Cloud Platform Overview and RoadmapChris Heilig, CTO, eVerge Group, LLCShon Wedde, Sr Dir, Oracle Service Cloud, Oracle
2:00 PM - 2:45 PM
Moscone West - 3001A
CON8910