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Jennie Vickers

~ The thoughts of Jennie Vickers

Jennie Vickers

Tag Archives: CX

Customer Experience requires attention to the whole value chain

08 Monday Dec 2014

Posted by Jennie Vickers in #brandstrategy, CX, Forrester Research Summits on Customer Experience

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#customerexperience, #Forrester Research Summits on Customer Experience, CX

I am in Sydney this week to attend the Forrester Research Summits on Customer Experience for CMOs and CIOs.

I caught the bus into the city this morning. Since my last visit they have withdrawn the option to pay for a ticket on the bus. I was warned that I needed to go to the corner store to buy a 10 trip ticket. It was raining so time spent mucking about is not good. The first shop I visited said they had stopped selling tickets because 10c profit on a $27 sale was not worth the effort. Only by chance was there another corner store.

This got me thinking that the chain of customer experience is only as strong as the weakest link. If the margin you offer your retailers is so dismal they decide not to bother, all the rest of your efforts are could be thrown upside down and become a bit of a waste of time. Usually I am writing about the importance of employee experience now I am on the look out for examples of ecosystem failures in Sydney.

Generally I write mean things about Vodafone, but today for a change something nice. The new roaming deal means I am in a cafe typing and not worrying about the $600 roaming charge when I get home. Thanks for fixing a bit of the ecosystem.

Viewing the ecosystem from a customer’s perspective sometimes requires you to look at things in a different way. And….the good news is that it has stopped raining.

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Is your CEO Spending too much time in meetings or at a computer?

05 Friday Dec 2014

Posted by Jennie Vickers in CEO, customer experience, CX

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#CEO, #customerexperience, #LeadwithWisdom, #timemanagement, CX

There have been a number of occasions over the last few weeks where PA’s to a CEO have been unable to find a slot for me because the CEO’s diary was full for the next 6-8 weeks. Now assuming that they are not all part of a conspiracy to avoid me, it has got me wondering if their Board’s know their CEO is meeting-loading and maybe spending too much time glued to a device, presumably then not spending much time being seen by their teams or spending time thinking.

I asked Mark Strom, author of “Lead with Wisdom” what his thoughts were on this topic and this is what he had to say:

“Here are four things CEOs can do to put meetings in their place: (1) empower the team to make decisions that do not need to be in the meeting; (2) turn meetings into conversations; (3) recognise and plan for two kinds of conversation (operational weekly; strategic monthly); (4) build agendas around grounded questions. Together these four shifts build trust, deepen conversational rigour and creativity, and reduce the number of formal meetings. That’s the uncanny outcome: the more we shift to conversation, the less formal meetings we need. And that frees up time for the most important conversations of all: the unplanned, serendipitous chats with people across the organisation in their own workplaces around their own sense of care, craft, community, challenge and creativity. Culture is built by turning engagement upside down: not asking staff to engage in managers’ and CEOs’ slogans, but by CEOs and managers engaging face-to-face in the ways people are and already engaged. Get about, talk less, listen more, learn lots, and encourage most of all.”

So if you are that CEO, is it time to rethink your time allocation and if you are that Board, is it time to ask your CEO what needs to change to get the change?

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Does your industry jargon annoy your customers and mess with delivering customer experience?

02 Tuesday Dec 2014

Posted by Jennie Vickers in #brandstrategy, #socialmedia, Boards, customer experience, CX, Technology

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#business, #customerexperience, #digital, #internet, #jargon, #terminology, CX, technology

Over the last couple of months we have been looking at the easiest options and approaches to setting up new websites and blogs for the business. Last week I also thought it was time to update my profile and send it out to the people who have my details on file.

I then spent the weekend pondering on why, in a world appreciating the importance of delivering great customer experiences, companies still use their jargon with customers who do not speak their language and then fail to provide meaningful context to their words.

The prize for worst jargonist this week, goes to people involved in the world of web. I am pretty tech savvy but web jargon abounds, made worse by the absence of context to give clues. As an example, we looked at transferring domain name registrations from one ownership in one registry to another owner in a different registry. We looked at many sites for clues and kept finding reference to transfers but… very few thought to say transfers in or transfers out, which is pretty material to the context and so easy to clarify.

In the world of people search, why do they still invite people in for the first time to be “interviewed”. To my reading that is language that denotes differential power and a predominately one way conversation. Inviting me in for a meet and greet or a meeting or a conversation would signal a desire to talk not interrogate.

Delivering great customer experiences requires a rethink of every stage of the customer’s journey. Why annoy them unnecessarily at step 1?

Cartoon by Frances Hazard for http://www.zeopard.com

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Mind the Gap – how you treat your employees and what you say you do

01 Monday Dec 2014

Posted by Jennie Vickers in #brandstrategy

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#customerexperience, #customertrust, #employees, #employer, CX

Nothing gets me more frustrated as a customer than witnessing gaps between stated corporate cultures/values and the reality. I find I do not trust businesses that spout about nirvana but deliver Justin Bieber.

In January each year Edelman.com publishes its trustbarometer Annual Global Study. Now we are nearly half way through 2014, it seemed timely to look again at the 2014 findings around employees’ roles in creating and maintaining the public’s trust in their business. www.edelman.com

“In 5 years, the credibility of regular employees has increased dramatically, ahead of that of the CEO.” “Employees are the most credible voices on multiple topics, including the company’s work environment, integrity, innovation and business practices.”

My question for business is ” Do you have a strategy around building trust in your brand that give employees scope and opportunity to play the fullest role possible? or is your organisation one of those with a CEO figurehead, a brutal and controlling social media policy or worse still, stated values and culture which are merely rhetoric?”

The good news coming from the 2014 Edelman trustbarometer is that there are actions businesses can take that will increase the levels of trust in their organisation. I particularly like their final recommendation that is:

“Foster a culture of “speaking out” and advocating for the company, especially on topics where employees are highly credible, such as working conditions, integrity and business practices, and technical experts on innovation.”

With all that in mind, there is time in 2014 to revisit your brand strategies to see if more could be done to put the employees front and centre, where they belong, and to close the gap between the rhetoric used around cultures and values and the reality. The evidence is that it is worth closing the gap. Businesses that are trusted make more money. Need I say more?

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How ecodriving is delivering on profit and sustainability KPIs

08 Thursday May 2014

Posted by Jennie Vickers in Boards, customer experience, CX, Ecodriving, Health and Safety, HSE, OSH, sustainability, Uncategorized, Vehicle Reviews

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Customer Experience, CX, ecodriver, ecodriver.co.nz, ecodriving, mark whittaker, saver and safer driving, social media, Z energy, zenergy, zeopard, zeopardlaw, ZeopardSocial

Many people learn to drive about the same time that they learn to do sex. So I think that for people beyond that age, being told that you could drive differently is as bad as being told you have failed at a key rite of passage and could do better in bed.

It was therefore with some anxiety that I rocked up to take the ecodriver course this week. http://www.ecodriver.co.nz/ecodriver/welcome.html

I am delighted to reassure you that my anxieties were unfounded. Mark Whittaker the founder of ecodriver has a skill in delivering a “saver and safer driver” message with no accompanying feelings of inadequacy.

l-af-nov13-fuel-pump-1Fuel is one of the largest expense items of owning and operating a fleet. If your company is running a fleet with a $1million annual fuel bill, a 10% saving on fuel is 100k straight to the bottom line. 10k off a $100k fuel bill is not to be sniffed at either. While traditional approaches would involve shopping around, fuel is a commodity and there is only so much you can do.

“A 10% saving is possible when your fleet drivers see how small incremental changes to the way they manage their engine makes all the difference”, “saver driving is also safer driving and we find that our ecodriving graduates enjoy the intellectual challenge of renewed focus and rigour around the way they work with their vehicle’s engine” says Mark Whittaker. “Some of our women graduates have particularly liked discovering about their engine’s performance and abilities, having missed out on that traditional father-son learning growing up.”

For me personally having completed the course, the reminders of previous forgotten lessons learned while doing defensive driving, have been great. I learnt way back about looking far ahead to anticipate better and realised this week that far ahead had slipped to something closer to the bonnet than 300-500m away. The next big one for me is to coast even more and to worry less about the impatient idiot behind who wants to race to the lights and screech to a halt. The final one I am working on is gaining more constancy with the throttle because every foot tap is a tap off our environmental future.

My current car is a 10 year old 3 litre BMW and at times I drive it like I am training for Monte Carlo. I am now watching my fuel usage monitor closely and am hoping to show that a big engine does not have to mean a big fuel spend.

zenergyWhat next? Well, next week I am off to Wellington (NZ) to take part in the Z Energy Ecodriver challenge day, competing against others who have also taken the ecodriver course. All the others have been practising longer than me so, just in case I report back next week having got the booby prize, I am starting to work on my feeble but credible excuses!

If you are on a Board or a manager thinking about what else you can do to keep your people safe in their work, improve your sustainability achievements and make more profit: safer and saver driving might just be the answer.

Look out for the next blog for the tale of humiliation or victory!

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Ford EcoSport Review

25 Tuesday Mar 2014

Posted by Jennie Vickers in customer experience, CX, Vehicle Reviews

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#EcoSport, #EcoSport #EcoSportDrive #Ford #FordEcoSport #HuaHin #Thailand #JennieVickers #Zeopard #CX #customerexperience #CXrevolution #HarleyManning #KerryBodine, Alan Mullaly, blogging, car review, Customer Experience, CX, Electronic Stability Program, ESP, Ford Ecosport, Henry Ford, Hill Launch Assist, Lead with Wisdom, Mark Strom, Microsoft, Microsoft SYNC®, motoring reviews, PowerShift, Pull-Drift Compensation, SUV, SYNC®, Tardis, technology, test drive, Ti-VCT, vehicle review, zeopard, ZeopardSocial

One Ford One Day Many Things to Love
The impact of Ford’s Customer Experience focus on the Ford EcoSport

My mother is over eighty, but that did not stop her being an attendee at naughty driver school last month. In the UK, the Speed Awareness Course is offered as an alternative to a fine and penalty points in many police districts. Just because she is a decade or so older than she admits, she still drives, likes speed and values many of the same features in a car as a young urban eco-conscious driver.

EcoSport_Drive _040

Driving the Ford EcoSport through Hua Hin Thailand as part of the #EcoSportdrive campaign

In my last blog I reported that I was off to Thailand to test drive the new Ford EcoSport which arrives in New Zealand in April 2014 and has already landed in Australia. It has been a run away success elsewhere in Asia, with a year’s production sold in just 14 days in India.

I am a driver who loves speed and power but am only 5 ft 1inches tall. Performance cars are rarely styled with the short woman in mind but I have always refused to drive any small size, small engine, gutless vehicle targeted at women. I am also passionate about the importance of Customer Experience (#CX) for profitable businesses and am a fierce supporter of those who do it well and a brutal critic of those who do not.

Henry Ford once said: “A business absolutely devoted to service will have only one worry about profits.  They will be embarrassingly large.” I could not agree more and the stats around companies who do CX well confirm this.

The One Ford Strategy was launched by CEO Alan Mulally to address Ford’s failing profitability and fierce competition. One Ford included a new vision and mission around the constructs of One Team, One Plan and One Goal to get a global focus on production to move away from local models developed only for local markets. This vision is being delivered across Ford through the One Ford Development System. This vision and the implementation system seem to be a substantial part of the renewed success being experienced by Ford across the globe (if not yet in Australia).

One Ford Vision sheetMy favourite book on Customer Experience is “Outside In. The Power of Putting Customers at the Center of your Business” by Harley Manning and Kerry Bodine. Manning and Bodine describe a customer experience ecosystem as “the complex set of relationships among a company’s employees, partners and customers that determines the quality of all customer interactions.”  The One Ford vision recognises the importance of the CX ecosystem by talking about a Ford global team working together, but with success measured by all the players in the ecosystem. All focused on putting the customer back at the heart of Ford as Henry intended. one_ford Click here for a downloadable pdf of the One Ford Strategy Map.

The EcoSport was originally launched in the South American market in 2003 (selling over 700 thousand cars) and has been enormously successful, resonating with the emerging eco-conscious, style driven, urban dwellers of countries like Brazil. When the decision was made to take the EcoSport into the ASEAN Markets, the new One Ford Development System was introduced for the creation of the second generation model, to unite the teams, taking them out of their silos and in the direction of “designing for, and around, the customer.lead-with-wisdom

 

In his book “Lead with Wisdom” Mark Strom talks about wisdom and brilliance and says “design is wisdom in making”. He describes the design process as “intellectual, social and physical. …The process is thoughtfully simple and grounded in experience… Good architects don’t start with a list of features. They start with your story of home. ”

Meeting the design and engineering team leaders before and after we test drove the car, it was clear that they were genuinely excited about their achievement in designing and working as One Team, to produce a vehicle they were proud of and that the customers were loving too.  The story of their customers’ lives, not just the shopping list of reviewers and critics, seems to have been driving the design approach.

Test driving the EcoSport

 Key technical specs for the EcoSport and my reflections, are all set out in the panel below entitled “If you’re more interested in torque than talk here’s the lowdown.”

Cutting to the chase, my conclusion is that the EcoSport is a vehicle for all generations. Designed originally for the young eco-focused, style conscious SUV desiring, urban dwellers, I am strongly of the view that it is also a great vehicle for older generations who are looking for similar outcomes, if from a different starting point.  This is a great SUV to drive, with good visibility, comfort, power and still easy on the cost conscious wallet.

w3 IMG_0715

I test drove the EcoSport for a full day in Thailand across various terrain, with a CX customer focus, considering both my requirements as a performance loving urban dweller and those of my speeding mother!

My experience

Men learn quickly in life that a woman’s handbag is a place men should enter with trepidation. The EcoSport has solved that problem, with automatic door control without the need for a key. Once within a metre or so of the car it unlocks automatically. I like the idea that my mother would no longer be hanging around in a dark car park digging around for car keys.

The EcoSport is a bit like a Tardis or for those too young for Dr Who, like Perkins’ tent from Harry Potter. It looks like a roomy SUV but will park in a space designed for a Fiesta. Inside, this mirage of space continues. We had 4 adults comfortable inside with room to spare.

EcoSport_Drive _036

Short driver still gets great visibility and tall drivers still accommodated with headroom.

Getting in was easy regardless of height or limitations. The driver set up is good. The seat design emulates that of a sporty car and the range of adjustment was good enough to satisfy even a shortie like me. Once set up the range of visibility was good, both front and back and large wing mirrors finished off the 360° perspective.

I have always been a fan of automatic gearboxes and having driven mainly performance cars, do not subscribe to the silly notions of automatic gearboxes lacking in responsiveness. The EcoSport gearbox performed well on overtaking and quick manoeuvres and the sport setting adding some more oomph, if reducing the fuel economy. My only disappointment and caution to my mother, mindful that it is only a 1.5litre engine, is that she is unlikely to beat annoying boy racers off the lights but she should be able to overtake them when their dumb engines splutter at higher revs.

If safety is your thing, the EcoSport has a 5 Star ANCAP Safety Rating and the NZ models have up to 7 airbags.  Hill Launch Assist removes those heart beat moments and a 10.8m turning circle will help back you out of any wrong turns in dodgy parts of town. Four ultrasonic parking sensors should make parking dings a thing of the past and the Boron Steel Body provides a strong protective cage.

w2 EcoSport_Drive _104If storage of stuff or transport of friends, seniors or grandchildren is a concern, the rear seats have 6 different configuration options and with the seats folded and tumbled there was space for a washing machine. We tested this feature using a jigsaw of cubes, which made up to the size of a washing machine. I cannot report success in the jigsaw building competition, our failure due in no small part to my fellow male writers not having seen an actual washing machine before! I can report however that it fitted with room to spare.

There are 20 different storage spaces in the car and I particularly liked the under front seat drawer with room to hide shoes or laptops from prying eyes and the drink can (maybe even lipstick and perfume) cooling space in the glovebox.

The SUV features include 200mm of high ground clearance and capacity to drive through water up to 550mm. I put to the test the balance between comfort and handling, seeking out potholes and pavements and was happy with the result. Although when I had passengers in the rear they were a little less enthusiastic about my pothole test driving!

W1 EcoSport_Drive _060

This was easy driving and not a manoeuvre I would normally attempt in my car.

NZ is the fortunate beneficiary of design features, which take account of monsoon conditions. The rain seals and cladding all work together to create a really quiet interior, which reminded me how noisy planes are, even with noise cancelling headphones. While most New Zealanders are fortunate not to commute in noisy horn invaded rush-hours, the silence inside made turning the volume up and singing along a really attractive option.

SYNC® powered by Microsoft is employed to keep drivers’ hands on the wheel and eyes on the road. The technology allowing you to control phone, stereo and other devices with voice control. One positive side effect we found is that you might improve your diction, otherwise you could be like me requesting Cliff Richards and getting the latest from the rapper, Pitbull, which I can report sounded better than Cliff ever could have.

My partner made me promise not to ask any questions about colours and interiors but I chose to forget my promise! The good news is that New Zealand will be getting a nice range of colours including the awesome orange pictured here. I love orange but have always been of the view that it was wrong, wrong, wrong as a colour for a car. Now I am persuaded otherwise and it would be my pick. The interior choices are pleasing and leather is included in the spec options, which would always be my preference.

Final prices will be announced as part of the launch in New Zealand in April 2014 but expect it to be competitive, realistic and good value for the features delivered.

Wrapping it all up this is a great vehicle. I really appreciate the attention paid to the features drivers, in the target sectors, really value. I would love to find the EcoSport in a hirecar portfolio or fleet and I think this is a great option for anyone looking for a small car, a small to mid sized SUV or even looking for a tardis!

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Ford’s commitment to Customer Experience-Off to Thailand to put it to the test

12 Wednesday Mar 2014

Posted by Jennie Vickers in customer experience, CX, Thinking

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#socialmedia, #twitter, blogging, Customer Experience, customer experience movement, CX, CX Movement, Ford CX, Ford Ecosport, Henry Ford, LAWYERS, social media, social relationship, zeopard, zeopardlaw, ZeopardSocial

Customer Experience CX is a topic I have been passionate about for my whole career. In the early days as a lawyer doing it badly, to now where I run all my businesses around CX principles.

Coming together is a beginning; keeping together is progress; working together is success.
Henry Ford

Ford launched its customer experience movement about 3 years ago. This quote from Henry Ford is coming true in its dealer networks as a result of the introduction of the CX Movement. This blog from SweetIQ looks at the recent successes and improvements.  Sweetiq blog on CX at Fordecosport wadingjpgThis weekend I am off to Thailand to see the Ford CX movement in action as we take this new Ford Ecosport through its paces and hopefully through some mud! Follow this space as well as my updates on LinkedIn Facebook Instagram #ecosportdrive and Twitter, to see how we get on and my conclusion on the Ford CX approach.

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Is it time to have more executive assistants in our organisations again?

03 Monday Mar 2014

Posted by Jennie Vickers in customer experience, CX, Millennials, Thought Provokers, ZeopardLaw, ZeopardSocial

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administration, Customer Experience, CX, efficiency, law, LAWYERS, LEGAL, resources, ROI, tech tools, technology, time and motion, TripIt, zeopard, zeopardlaw, ZeopardSocial

SONY DSCIn the tough times many organisations let their admin assistants and PAs go. Trouble is, our organisations now have, at senior levels, more two finger typists than ever before. Those who let the PAs go worked in an age when the PC was not necessarily the dominate player on every desk. It was possible for them to make do without a dedicated PA. Now the senior ranks across the world is full of men and women who did not learn typing at school and use some variant of the peck. My partner is constantly disturbed at my attacks at the keyboard as if it was an old Remington ball typewriter! I tried typing lessons but the boredom nearly finished me off and I learned to love the value of support.

Seems to me the time has come to rethink how we resource our organisations as economies take a turn for the better. If you pay hundreds of thousands of dollars for executives, why would you force them to do admin work themselves inefficiently and possibly badly.  Lawyers are a great example of highly paid professionals who command high rates for each hour they deliver to clients, yet if you walk around the average law firm you will see many lawyers typing slowly and incompetently at your expense! Great customer experience’s are supported by having the right people doing the right things at the right level of competence.

The discovery that got me thinking along this line this morning was TripIt’s new amazing service that loads up all your travel details into your TripIt account off a pdf of an itinerary or e-ticket in seconds, just by emailing it to them. If you have never tried TripIt, have a go and be amazed at the speed.

This certainly will help all of those who are managing their work without admin assistance or those with a PA who dare not ask with help arranging their vacations. Then it might be time for a 60s style time and motion study and see how much time and money your organisation wastes by not valuing support staff enough.

 

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The Future of Work-why New Zealand needs to embrace new concepts -why I have a problem with the EMA view #futureofwork

29 Wednesday Jan 2014

Posted by Jennie Vickers in #oow Oracle OpenWorld Conference Blogs, customer experience, CX, Jennie Vickers MC and Conference Extender, Millennials, Thought Provokers, Uncategorized

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#oow2013, #OOW2014, Customer Experience, CX, future of work, LEADERSHIP, Management, NZ Herald, office not required, openworld 2013, technology, zeopard, zeopardlaw, ZeopardSocial

http://www.nzherald.co.nz/lifestyle/news/article.cfm?c_id=6&objectid=11190340

article-2202052-14F93877000005DC-495_964x571Really interesting article in the NZ Herald Magazine on Saturday from Greg Dixon interviewing Jason Fried about his new book “Remote”, see link above.

I am of the view that NZ has a unique opportunity to serve the world’s internet commerce by being 100% customer experience focussed and encouraging businesses from around the world to use our smart, hard working and clever people to drive their businesses while the rest of the world sleeps. More on this topic of customer experience delivery in future posts but in the meantime……..

First we need to figure out how to become 100% employee experience focused. An essential step in such an evolution is to change the way we “manage” people and introduce more trust and confidence in people’s desire to self manage, achieve and deliver. When trust replaces incompetent management the traditional work control paradigm can go out of the window.

imagine my disappointment reading the excellent article by Greg Dixon, to read the comments of Kim Campbell the CEO of the NZ Employers and Manufacturers Association. Have a read for yourself, but my conclusion from reading this piece is that the EMA’s thinking has regressed back to (or maybe never left) a Victorian mindset where staff need to be watched and will not work as they should, with no one watching.

I hope members of this “Victorian” organisation are challenging their CEO to have a more visionary mindset, before we find NZ has no employers left!

As a person who employs many part time workers who set their own hours and often work at home, I have no doubt that the vast majority of people in NZ would step up further if we transformed the working paradigm, with their help and with their needs in mind. As an example, while I am a morning person, most people on my team are not and they start work when their body clocks have woken them up and fired them ready for the day. It always amazes me why employers pay grumpy half asleep people to slope around avoiding work,  when giving them a later start time would guarantee immediate focus and attention.

My challenge to you… what would happen in your organisation if you changed the way people work in February 2014?

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Reflections on Oracle OpenWorld Days 3, 4 and 5 #oow13

07 Monday Oct 2013

Posted by Jennie Vickers in #oow Oracle OpenWorld Conference Blogs, #oow13, Thought Provokers, Uncategorized, ZeopardSocial

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#oow2013, @americascup @emiratesteamnz #oow2013, blogging, conferences, Customer Experience, CX, maroon 5, oracle, Oracle OpenWorld 2012, San Francisco, social relationship, social relationship management, SRM, technology

IMG_0449http://www.computerworld.co.nz/article/528357/reflecting_oracle_openworld_2013/

This is the final instalment of the Computerworld NZ article series reporting on Oracle OpenWorld.  While it was a tech conference the messages are really important for businesses wondering what is coming next.

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Jennie Vickers

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