What Is This COE Thing?

Since joining Oracle, I've heard this same question repeatedly:  "This Oracle HCM Cloud Center Of Excellence team you've joined...what do they do?"  So I thought I'd attempt to answer that question here in the hopes that people may get some benefit from it.

Be aware that you can search the web and find many definitions regarding a Center of Excellence is and what it does.  Forget that stuff, most of it does not apply here.  We're creating an entirely different model.

Our team does not create any of the core elements of the Cloud HCM product: the software nor the service.  We focus on making all aspects of the product better.  At the risk of using language that is already overused in enterprise software, we work to make the customer experience better.  And the work is a mix of strategic initiatives and responses to current issues.

Some of our typical activities include:

• Providing internal tools and processes for improved delivery of software services
• Serving as functional and technical experts for strategic customers with unique challenges
• Creating aids and solutions to help customers move from subscription to Go Live better, faster and cheaper
• Give feedback to Product Development on wide-spread product issues that may lead to solutions within Cloud HCM products
• Guiding strategic partners about products, methodologies, and current issues through regularly scheduled "cadence calls".

The upshot is that our team is located at the intersection of product development, delivery, and service.  We're a team of experts in all aspects of Oracle Cloud HCM and we apply that expertise wherever it's needed: internal Oracle teams, strategic partners, and customers.

So there you have it.  That's what we do.  And we're ready for you when you need us. So question answered...I hope...you can let me know in the comments.

Thoughts On Customer Experience

Lost my bank debit card the other day.  It took me about 4 hours to realize it was missing.  My first move was to use my iPhone to check my account using the bank’s app…sigh of relief, my money no unrecognized charges.  Then I called the toll-free number (a prominent link from that same app) to block the card - they not only blocked the card for new charges, but assured me that any fraudulent charges would be refunded to my account (because I called within 24 hours of losing the card).  I slept peacefully that night, knowing the money in my account was safe.

The next morning at 9:00 am, I received a phone call from my local branch:  based on my call from the prior night, my new debit card (with a new account number) was ready for pickup.  The cool thing here was I didn’t even have to ask for the replacement card…the bank took the initiative based on my call from the prior evening.  I was instructed to drive over to create a new PIN and pick up the new card at my convenience.  So I did.  The card was waiting for me…show some ID, punch in a new PIN, and we’re done.  From the time I walked in the door of the local branch, I walked out with the new debit card within five minutes.

Driving away from the branch, I realized that the total time invested by me to report to check the account, call in the lost card, and have the card replaced?  20 minutes, including the drive time to the local branch.  And it was easy…no fuss, no muss, no stress.

My point in sharing all this here?  I think I just had a superior customer experience.  And, yes, my bank now has a customer for life.  All tech related: 1) simple, easy to use mobile app; 2) easily-accessible live service from that app; 3) integration that automatically caused my replacement card to be created, along with a follow-up phone call.  So maybe this is the type of thing that all those customer experience pundits are talking about?  Hmmm...