Oracle Open World 2013: Focus On Oracle's Customer Service Portfolio

This is my fourth time attending Oracle OpenWorld in as many years. The show drew a large crowd this year, topping 60,000 attendees. I focused on customer service sessions highlighting the Oracle RightNow, Oracle Siebel, and Oracle Knowledge (InQuira) products. I went to high-level vision sessions, road map sessions, and customer testimonials. I also spent a lot of time talking to systems integrators that have recently deployed these solutions. This year was by far the most enjoyable conference experience. Here is why — and keep in mind that all of my comments are about its customer service portfolio:

  1. Oracle has matured its customer experience messaging. The vendor explains the importance on being focused on customer experiences that are in line with customer expectations through the entire customer engagement journey, from researching to buying to using, and how few companies are doing a good job at delivering on expectations — a point that Forrester backs with a tremendous amount of research and data.
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