Oracle OpenWorld 2016 - it's (almost) all about the customer

There seem to be two recurrent themes here at Oracle OpenWorld:

1) Oracle is superior to Amazon and
2) the customer experience is imperative

I feel I've heard enough now about the strengths of Oracle compared to Amazon, a theme that's carried over from last year. Looking at my Twitter feed as Larry Ellison spent the best part of his Tuesday keynote on that subject, others seemed to be enjoying the sparring so perhaps it'll continue into next year. Watch this space.

The customer experience theme hasn't been as prominent in the keynotes so far but it has come out strongly in meetings I've had with Oracle over the past two days. I met with the Oracle Global Customer Programs (GCP) team on both Monday and Tuesday and heard about the 'Guided Journey' that's being put together to provide advice to customers throughout each stage of the SaaS lifecycle from planning, through onboarding to adoption and expansion. 

I was invited to a focus group on Monday and amongst other things we discussed the content of this Guided Journey. The participants in the focus group will be given a link to the draft Guided Journey site and we'll have the opportunity to feed back and identify any gaps to ensure that it becomes the 'go to' site for customers moving through each phase of their SaaS project. The SaaS Guided Journey will be the first site to go live but more sites are planned for other cloud solutions.

We didn't just discuss the Guided Journey initiative in the focus group, the main driver for me attending was the opportunity to share real life customer experiences of Oracle cloud and ensure that customers voices are being heard . This is where membership of the UKOUG can make a real difference as being a significant Oracle community, representing around 1,000 Oracle customers, our views are listened to and we're provided the opportunity to influence that individual customers can't hope to achieve. 

I went into the meeting with a long list of feedback and as a group we were in general agreement about several areas where customers tell us that Oracle needs to improve its cloud offerings. I'm going to follow this up in writing to Oracle to make sure that all the points are captured but it was refreshing to have an honest and open debate with the people at Oracle who can make a real difference.

On Tuesday I dropped into see the UX team who are working with customers to improve the user experience of Oracle products. I recommend visiting the team if you get the opportunity as you get a real feel for the thought that Oracle are putting into their solutions and how they work with customers to do this. While I was there I completed a survey about the use of chatbots with the chance to see one working in practice. The Oracle UX team will be at the UKOUG conferences in December again this year so if you're not here at OpenWorld you can catch them at Apps16 in Birmingham.

Larry Ellison had also demonstrated chatbots in his Sunday keynote, using one to update his business cards to his new job title. Oracle are still working on this and gathering feedback about the ways that customers prefer to interact with a chatbot (e.g mobile, voice, PC, SMS etc). I'm looking forward to seeing chatbots in the live product , and seeing if the feedback I gave in my survey is taken into account.

OpenWorld 2016 - Days 1 & 2

Before I came out here to OpenWorld I said that I wanted to focus on hearing customer stories and, maybe Oracle were listening because I haven't been disappointed so far. Customer advocacy is on everyone's lips and customer stories have featured heavily in key notes and general sessions alike. Monday's keynote from Mark Hurd featured no less than 8 customer stories. 

Joanna Fielding CFO of HSBC

I was interested to hear from Joanna Fielding, CFO of HSBC who told us how, in the past, HSBC had largely built its own technology. The strategy now is Lease/Buy/Build in that order. The legacy architecture at HSBC was inefficient for running back office processes so HSBC launched Project Velocity to replace it , selecting Oracle Cloud products.

HSBC have now implemented Oracle cloud ERP and EPM across half of their cost base with the 3 aims of increasing control, reducing costs and increasing cost transparency. 

One of the reasons that HSBC chose Oracle was that Oracle provided their 'A' team on the project but I was left wondering what the experience is like for smaller customers who may not get the 'A' team. With this in mind I had already put out a request to UKOUG members for their views on the Oracle Cloud experience, not just the success stories but the lessons learned including any feedback for Oracle that would help them understand customers' challenges. I didn't just ask because I'm interested but because Oracle genuinely want to hear a collective view from the global user groups. As I mentioned in my last blog, Oracle have invited me to a forum today to discuss just that. More about that next time.

Larry's keynote on Sunday started by focusing heavily on Oracle's position in the market compared to Amazon and Workday. I felt a sense of deja vu at this point as some of Larry's slides about competitors were the same as he used in 2015, though with over 70 slides in his presentation I suppose he could be forgiven for recycling a few. 

Larry did go on to talk about some new products that have been launched this year, including Oracle's Cloud@Customer service which is designed to help businesses who, due to regulatory or legislative restrictions, can't move their data into the public cloud.

Cloud@customer uses identical software and hardware as public cloud and has the same subscription pricing model, however it's managed by Oracle behind the customer's firewall on the customer's premises. Cloud@Customer was launched in March 2016. 

It'll be interesting to see how this service develops and what the take up is like.

Back to Mark Hurd's keynote and here he took the brave decision to ask the audience and anyone else who had logged on via https://pollev.com/openworld  to take part in a number of live polls. I guess that Mark may have thought that, having told the audience repeatedly that Oracle is the fastest growing cloud company, asking the question in a poll would lead to a clear answer. It seems like the audience were out for a bit of fun though with 25% answering Amazon, or perhaps Amazon were logged into the poll too - who knows !

For the avoidance of doubt, here's the 'correct' answer:

I'm off to meet my fellow user group leaders from EMEA now followed by the feedback forum with Oracle. News about both next time

Oracle Cloud ownership - don't miss this opportunity to influence Oracle

With one week to go until Oracle OpenWorld 2016 I've been organising my diary for 4 busy days in San Francisco. During OOW there are so many opportunities for meetings with Oracle customers, partners, other user group leaders and Oracle themselves that it can sometimes be a struggle to fit in many speaker sessions but this year I'm determined to try to see as many speakers as possible. I particularly value hearing customer stories so these are the sessions that I’ll focus on attending.

For anyone who can’t make it to San Francisco, I’ll be blogging from the event again this year so follow me here for news as it happens.

This year I’m particularly excited to have been invited to join Oracle executives in an exclusive roundtable to share the successes and challenges faced by our UKOUG members around their Cloud ownership experience. 

This open forum is an opportunity to candidly share feedback around the enablers and barriers impacting Cloud adoption and expansion, the key milestones used in accelerating value realisation, and other factors impacting successful transformations to the Cloud.  Only 15 participants have been invited to this roundtable from across the global Oracle user community so it is a great opportunity to feedback and influence Oracle’s Cloud strategy.

I’ve spoken to many UKOUG members since joining the UKOUG Board last year but I haven’t, yet, got around to meeting all our members and I want to make sure that all of your views are heard by Oracle. If you have any feedback on your Oracle Cloud experience, good or bad, whether you are just starting to think about a move to the Cloud, whether you’re mid transition or have been using Oracle Cloud for a while, I would love to hear from you. 

This is a unique opportunity to influence Oracle and as a significant Oracle Community we need to make the most of it. Please get in touch with me via this Blog, LinkedIn, Twitter (@LindaCBarker) or email me at linda@ukoug.org. I’d be happy to talk to any members or prospective members of UKOUG to hear your views and, with your permission, I’ll share them with Oracle, anonymously if you prefer. 

I will need to have received your feedback by Sunday 18^th September.

This is your opportunity to influence Oracle – don’t miss it.