John M. Perez
John M. Perez is currently a Customer Experience Strategist with Oracle and is working with their largest customers to help improve their online customer service experience and contact center operations. John has been featured as a Customer Experience expert on Oracle’s website, speaks regularly at conferences, and actively engages in the customer experience and customer service community through his blog thought leadership and social media engagement on various topics.
Prior to joining the Rightnow Technologies business unit of Oracle in 2011, John spent 6 years of his career as a client of RightNow. In this capacity, he led several global customer experience programs and CRM initiatives at Premiere Global Services, TheLadders.Com, and Vonage. Prior to his client side experience he worked at a CRM & Help Desk support vendor called C3i Inc. At C3i, worked to manage CRM managed services, CRM call center implementations, and call center operations for companies like American Express, and Pfizer/Wyeth.
As an entrepreneur, John founded a company called Service Push, LLC where he deployed several online and software products. Having spent time on both the client and vendor side of the business, John saw a knowledge gap that was present about Customer Experience practices and technology on both the client and vendor side of the business. As a result, he launched a social networking site called CustomerServiceInTheCloud.Com to help connect all customer experience professionals to ensure they get the appropriate support, resources and expertise through developing online relationships.
As a Customer Experience Strategist, John has helped Oracle’s customers to collaboratively build Customer Experience strategies that improve an organizations efficiency and productivity , increase sales, and improve an organizations customer loyalty. In this role, he is directly responsible for building a strategic plan for a client that ensures client goals and objectives are achieved through customer experience technology, and best practices.John possesses experience in many industries including Software as Service, Financial, Telecommunications, Pharmaceutical, Internet Recruiting, and Online Retail. In this capacity, has worked extensively across the B2B and B2C markets. He has authored several blogs, articles and papers, and is a frequent speaker at industry events, and workshops.
Where to find John M. Perez online
Customer Experience in The Cloud
By John M. Perez
Published: June 25, 2013.
This e Book will show you how to measure the overall effectiveness of your online customer service, multichannel service, and web self service strategy. It will guide you through determining how to effectively implement best practices across all customer support channels, how to measure it’s overall effectiveness, and how you can benchmark and compare your performance.
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