{"id":48775,"date":"2022-04-13T12:12:13","date_gmt":"2022-04-13T04:12:13","guid":{"rendered":"http:\/\/www.upgrademag.com\/web\/?p=48775"},"modified":"2022-04-13T12:12:16","modified_gmt":"2022-04-13T04:12:16","slug":"a-prescription-for-improving-the-customers-experience","status":"publish","type":"post","link":"http:\/\/www.upgrademag.com\/web\/2022\/04\/13\/a-prescription-for-improving-the-customers-experience\/","title":{"rendered":"A prescription for improving the customer\u2019s experience"},"content":{"rendered":"\n

By Adrian Johnston<\/em>
Senior Vice President, Applications, Oracle JAPAC<\/em><\/p>\n\n\n\n

A metaphor used by one of my sales reps aptly depicts my philosophy on how to serve customers and earn their trust\u2014and how to keep them coming back for more.<\/strong><\/p>\n\n\n\n

In the past, the rep related, he acted much like a pharmacist, selling only \u201cpainkillers\u201d to clients to treat a single symptom as per a doctor\u2019s prescription. Today, he acts more like the doctor, consulting with customers to comprehensively understand their health makeup and look after their long-term wellbeing.<\/p>\n\n\n\n

In the cloud services era, instead of just selling products, we\u2019re also providing long-term customer care, on both a technical and business-partnership level. The cloud\u2019s subscription model makes it easier for customers to go elsewhere for a second opinion if their providers aren\u2019t delivering first-rate care, making it imperative that we inextricably link our success to our customers\u2019 success.<\/p>\n\n\n\n

Looking after customers\u2019 wellbeing isn\u2019t just a one-off company project, nor is it just the role of customer-facing functions or any other single department.<\/p>\n\n\n\n

Bharat Petroleum (BPCL), one of India\u2019s largest petroleum companies, operates across a number of sectors, including retail, industrial, LPG, lubricants, and aviation and gas. A goal of BPCL\u2019s Project Anubhav digital initiative is to deliver a consistent customer experience across all its divisions.<\/p>\n\n\n\n

For the digital marketing pilot under Project Anubhav, BPCL is providing unique product offers to customers, personalized for their segment but with a consistent look and feel across the company\u2019s various divisions.<\/p>\n\n\n\n

\u201cWe are seeing the positive impact of this on business-specific KPIs such as campaign engagement, opt-in to receive more communication from BPCL, and greater footfalls at our retail store,\u201d Rahul Tandon, BPCL\u2019s head of digital transformation for Project Anubhav, told the Economic Times – CIO.com<\/a> in December.\u201cOur digital maturity has grown considerably with the adoption of Oracle CX Cloud. What started as an intelligent customer communication engine is now steadily transforming into hyper-personalized customer engagement for us in this pilot.\u201d<\/p>\n\n\n\n

Similarly, LG CNS, Korea\u2019s leading Digital Transformation (DX) company is using Oracle Eloqua Marketing Automation to respond to customers\u2019 inquiries more quickly and roll out marketing campaigns more efficiently through standardized processes.<\/p>\n\n\n\n

They also use the application\u2019s AI capabilities to score leads and automate personalized retargeting based on real-time customer behavior. The company can now better identify, prioritize, and track high-value opportunities and top-tier accounts across its sales cycle.<\/p>\n\n\n\n

Just like BPCL and LG CNS, there are many more businesses, of all sizes, across JAPAC, that are leveraging powerful analytics and adaptive AI to provide great experiences to their customers to have an advantage in the marketplace. Making every customer interaction matter, is just what the doctor ordered.<\/p>\n","protected":false},"excerpt":{"rendered":"

Looking after customers\u2019 wellbeing isn\u2019t just a one-off company project, nor is it just the role of customer-facing functions or any other single department.<\/p>\n","protected":false},"author":7,"featured_media":48776,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19,26],"tags":[290,96,2727,1656],"class_list":["post-48775","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-headlines","category-opinions","tag-oracle","tag-technology","tag-technology-adaption","tag-technology-investment"],"_links":{"self":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/48775","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/comments?post=48775"}],"version-history":[{"count":0,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/48775\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media\/48776"}],"wp:attachment":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media?parent=48775"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/categories?post=48775"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/tags?post=48775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}