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Customer journey mapping: How to get started

Taking the first step is always challenging, but if you start with the right approach, the steps of journey mapping will fall into place. Most use cases can be covered with either a current-state vs. future-state approach or a hypothesis vs. research approach. Ask yourself which approach will best identify your customer’s experience, highlighting the …

Customer journey mapping: The benefits and challenges

“The process of creating a journey map, rather than arriving at the final product, is what makes it beneficial.” The many benefits of journey mapping include: A customer-centric lens — focusing on the user’s expectations, goals and tasks instead of on the features of the application. Uncovering hidden truths through the eyes of a customer. …

Customer journey mapping: How does it work?

Harvard Business Review defines a customer journey map as “A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it is a product, an online experience, retail experience, or a service, or any combination.” In other words, a customer journey is a visualization of the series of interactions a person …

2020 Virtual Insight Conference Recap

Pierce Washington shared our market-leading Oracle CPQ and Oracle CX Commerce expertise during several sessions at Quest’s Oracle Insight Conference on July 14th and 15th. Despite being virtual, the event was a big success –CX customers attended sessions and contributed their own stories to members of the Oracle CX community, sharing best practices and lessons …

Why Boutique Implementation Firms Make More Sense in a Time of Pandemic

Amidst the global COVID-19 pandemic, companies are finding that in many cases, boutique consulting firms are better suited to deliver large enterprise implementation projects than global SIs. With budget challenges and the need to deliver projects virtually, boutique firms offer clients several advantages including:   Specialization – The global SIs are a mile wide and …

B2B eCommerce in a Time of Pandemic and Beyond: Are You Converting?

If you missed either of the first two blog posts in our series, please the following links to learn about listening to your customers and engaging your customers. The final post in our three-part series focuses on converting customers. Prospects and other cold leads may be browsing your website for the first time. Enabling a …

B2B eCommerce in a Time of Pandemic and Beyond: Are You Engaging?

In last week’s blog post, we covered the importance of listening to your customers. Here’s a link to read that if you missed it. This week, we’ll be covering tips on how to engage with customers in a way that’s not only beneficial for your customer relationships, but also for your business. The following are …

B2B eCommerce in a Time of Pandemic and Beyond: Are You Listening?

The global COVID-19 pandemic will change the nature of work in ways that we are just starting to understand. One of the changes that has been written about extensively is the increased importance of eCommerce and providing more (and better) self-service capabilities. Statistics show that B2C eCommerce increased 200-300% in China, and this trend is …

What You Should Know About Oracle CPQ’s 19B Release: Collaborative Quoting

In the recent release of Oracle CPQ 19B, a new feature was introduced to allow for collaborative quoting. This directly addresses an issue that projects commonly faced where users had to concern themselves with who else may be trying to access a transaction. With this new feature enabled, users can instead access a transaction worry-free …