Thread regarding Oracle Corp. layoffs

Support is pure margin profit....they charge 21% of the cost of product and point you to ....
and the plant wide platinum 24/7 service is so special. How to make a customer foam at the mouth. Having them answer identical questions in India, then in Israel, then in Romania, only to come around again the San Jose. Only to go around again. Then let's see if we can escalate the issue up the chain of management and see what magic meetings occur. Still customer is foaming at the mouth. And then sales has no clue why customer doesn't wish to renew service or look at cloud...

Anything that is on PR News Wire is nonsense.

Funny how some people think this has anything to do with Oracle customers' actual experience working with Oracle and its c-ap products. This is an announcement about new CX product suite features. I wonder if anyone uses it. Some real important fortune 500x companies in the reference - Sprinklr and Sleep Number - whohoo.

Oracle will still be the same toxic garbage dump to work at and work with. Don't even let them in the door. Maybe take advantage of the free tier just for fun but don't pay them anything.

FYI - “customer experience” (at least at Oracle) has never been about improving how an actual customer might feel about working with Oracle.

Rather, it’s about helping Oracle leadership and management feel better about how poorly they treat their customers given the existing business practices and state of the organization - all without actually addressing any of the core problems.

This is accomplished using hollow jargon like “360 degree view”, “accelerate sales”, “empowerment of sales reps”, “compelling experiences”, etc. Note that it isn’t as if any of these ideas, despite the nauseating jargon, is a bad thing. It’s just that when the core mechanisms of the business are fundamentally dysfunctional and flawed, (like separate, uncooperative apps and tech sales orgs - a simple example) no levels of added information achieved through internal automation, integration, AI, etc. can possibly have any real impact.

To steal a phrase from an earlier thread, the net/net is the equivalent of putting lipstick on a pig, but in this case the target audience is management and not customers, and allows them to continue avoiding the very real and very tough issues that are responsible for the failure of the business.

It should be obvious to everyone by now now, that without gutting top brass and a whole scale replacement by an actual visionary (like Microsoft succeeded in doing - a long shot now at Oracle), Oracle will continue to languish and will eventually fail.

I don’t see one item there that will improve the customer experience with Oracle nonSupport one iota. Like actual training, a mgmt team that ensures they have the proper resources, you know things that actually would help.

You must have missed the description of Automated Digital Service, where large volumes of calls are handled using “knowledge management” and “AI”. Looks like Oracle Support now needs fewer resources and not more.

Personally, when I need help, my experience is always improved by phone-call menu trees, bots, and getting jammed by online “help” and UIs I never asked for.

I don’t see one item there that will improve the customer experience with Oracle nonSupport one iota. Like actual training, a mgmt team that ensures they have the proper resources, you know things that actually would help.

“ Will no longer have 10 different sales dummies calling on and bothering the same customer”

Instead they make the CX SC’s present an endless series of programs. We are both experts, but now sales people, and secretaries, maintaining a whole new reporting system.

Customer “experience” eh?

I guess this means that:

1. Oracle will suddenly and miraculously become easy to do business with
2. Will stop charging ~ 21% annually for customer “support”
3. Will begin to provide tech product support that actually provides value to the customers, and support engineers will actually pick up the phone to assist in problem diagnosis.
4. Will no longer have 10 different sales dummies calling on and bothering the same customer
5. Will no longer bring “the bus” full of 20 people to a simple sales meeting (actually witnessed more than that - on the customer’s premises - not even talking CVC here)

• and that would be just for starters, I.e., table stakes

Or maybe, just maybe nothing will change at all?

You can dream whatever you want, no one will even try even you pay for them to try.