Turning Data Into Profit: Driving Business Growth and Profit From a Customer Experience Management Program

Jeremy Whyte, director of customer feedback and reporting with Oracle, presented details of Oracle’s extensive “Voice of the Customer” research program to the American Marketing Association in a recent webinar. The critical success factors that have led to increased customer satisfaction at Oracle include formalizing the role of the chief customer officer (CCO), centralizing survey research and developing a 360-degree view of customers.