Charlie Isaacs

Yes, the economy is poor and everyone in the Global 1000 are reducing or eliminating “nice to have” activities and expenditures. This is not the time to curb spending on the customer experience. This is not the time to think about cutting back investments in your customers. Yes, I am saying that you need to INVEST in your customers, not just take their money. If you truly want to grow your business and provide an exceptional customer experience you must spend the money NOW so you can thrive when the economy rebounds. Your most loyal customers are the ones that need your time and energy the most. Your angry customers are the ones that need you even more. The disenchanted and disenfranchised customers require not only investment but special hand-holding because they don’t recognize the value. So where do you need to spend money? Your employees need to be trained on how... (more)

Are You Getting Excited About the Cloud Computing Expo in Santa Clara?

Whether you are searching for a Cloud Computing solution for your enterprise or you want to learn about the latest and greatest Cloud Computing technology, The Cloud Computing Expo in Santa Clara, California running from  November 2 until November 4 is for you. http://cloudcomputingexpo.com/general/keynotes1109.htm Keynote speakers include Richard Marcello, President, Systems & Technology, Unisys, Shelton Shugar SVP Cloud Computing, Yahoo!, and Richard Sarwal VP of Development for Oracle Enterprise Manager, Oracle. It is rare that you would find a collection of all of the Cloud C... (more)

Mike Rowe From Dirty Jobs Could Use This Technology

I think it will take me a year to get through all of the companies I visited and interviewed at Oracle OpenWorld. Voice technology has always been one of my “hobbies”, especially when it comes to the connection into knowledge management or any other Contact Center functionality.  Voice, after all, can be a service just like any other set of functionality within a Services Oriented Architecture. Voice should also be connected to all of the other services available in the enterprise. Voice-Insight (http://www.voice-insight.com ) was at the show and was demonstrating and talking abo... (more)

Oracle OpenWorld 2009 Is Done But the Challenge Begins!

What can I say, Oracle OpenWorld 2009 was a great show all around. Professionally run, great companies, great exhibit areas, and exceptional presentations. The big surprise to me was seeing Arnold Schwarzenegger on stage with Larry. Which is a great segue into my first topic for my OOW09 notes on the show. The amazing Exadata 2 and the challenge presented to IBM. After Arnold left the stage, Larry made the comment "IBM, take the [Exadata challenge] and make our day.  Oh, that is a different action hero, sorry." Then Larry goes on to say "Ten Million dollars to anyone who can make t... (more)

Salesforce Finally Delivers on Promise of KM and Goes Beyond

Dozens of people (hundreds?) waited outside in the rain outside the Novellus Theater in the Yerba Buena Arts Center just to hear Marc Benioff speak. People waiting in the rain to watch Marc Benioff The Oracle folks gave out cool "Oracle CRM on Demand hats" Was it going to be the same speech Marc always gives, the one that talks about how the best and brightest companies are using his platform? Was he going to talk again about the reliability and scalability of the Salesforce architecture? Well, yes, he did this but threw in his thoughts on the Service Cloud 2. Service Cloud 2 dep... (more)