Creating Great Customer Experiences
Track
-
Date and time
Wednesday, 14. October 2015., 15:00
Room
Hall 1 Main
Duration
30'
Customer Experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship.The goal of CX is to optimize interactions from the customer's perspective and, as a result, encourage customer loyalty.Oracle RightNow Cloud CX Service combines Web, Social and Contact Centre experiences for a unified, cross-channel service solution, enabling organizations to increase sales, build trust and reduce costs and effort.We will present what strategies could help in achieving CX excellence and how Oracle products might help achieving these goals.Siemens CVC, using the power of RightNow, designed and implemented CX system for market research in financing industry through Customer Satisfaction Survey. Together with contact centre integration it offers an excellent basis for advanced data analytics.Delivered CX system includes the software installation, setup, training, and assistance in operational use.
Lecture details
About speaker
Boris Bajtl, author
Boris Bajtl gained more than fifteen years of experience in telecom software projects development with Siemens CVC.His unique breadth and depth of knowledge has been developed through working in many roles across the specialist telecom arena. Boris has shown versatility in contribution to develop telecom solutions and also participated and initiated both design and implementation of various telecommunication systems for market leaders in telecom space.He is a certified Project manager according to IPMA methodology and member of Project Management Institute since 2006. He has acquired the status of TMForum certified Business Development Manager (Frameworx, eTOM and SID certified consultant).Boris holds a Master of Science degree in Electrical Engineering and has attended several International Project management and Leadership curriculums.
Librenjak Helena, coauthor
Helena Librenjak gained more than ten years of experience in financial industry (primarily PBZ group) in several business areas. For the past year she has joined Siemens CVC as Solution Manager, globally business responsible for solutions and products in Croatia and region.Her wide knowledge of financial and especially card business has been developed through working in many roles across the bank and card processing company, ranging from software development to risk management and project management. Helena holds a Master of Science degree in technical sciences, field computing, a branch of applied computing .and has attended several International Project management and Leadership curriculums.
HrOUG.hr
The conference is organized by the Croatian Association of Oracle users. More about the association can be found at Hroug.hr.
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