If the Experience Economy has taught service leaders anything, it’s how to be resilient in the face of constant change. We’re currently navigating uncharted territory, and it’s clear that businesses must respond faster and be more agile than ever before. As service professionals look toward recovery—and in many cases, reinvention—they’re more reliant on customer signals than ever. In this session, Rob Tarkoff will share what Oracle is doing to help you interpret what those signals mean so you can meet your customers’ evolving expectations and ensure business longevity.

Over the past few years, customer service organizations have been transforming to meet evolving customer expectations in the Experience Economy. But more recently, global dynamics such as the COVID-19 pandemic and resulting reliance on technology and changes in human behavior have accelerated this pace. Customers are simply demanding more, and businesses are scrambling to keep up. In this session, Oracle’s Chris McGugan will share his thoughts on the future of customer service and how businesses must understand the signals their customers are sending to truly revolutionize their customer experience.

The performance of your service organization can make or break your customers’ experiences. Changes in customer expectations, compounded by disruptive technologies and increased preferences for digital channels, have placed massive pressure on service organizations. Service teams must re-examine old processes and experiment with new models, moving the entire organization into a state of continuous innovation. But, where to start? This session explores common stages of service maturity and how to transition from a solid service foundation to leveraging data and customer intelligence, ultimately evolving into a service disruptor.

Success in field service can make or break a business. Field service engagements are inherently complex at their core, bridging inventory management and route automation and optimization with team collaboration, customer expectation management, and compliance and safety. At the same time, teams must meet skyrocketing customer expectations, all while trying to reduce operating costs and generate revenue. These demands have placed a massive amount of pressure on field service organizations to re-examine old processes and leverage new technology. Given the complexity of the problem, it’s difficult to know where to start. This session explores common stages of field service maturity, showing how to evolve your foundation to increase efficiencies and customer satisfaction, and ultimately to differentiate your brand through field service.