In a recent discussion with Gary Miller, Customer Success Officer and Executive Vice President of Oracle Customer Success Services, Bob Evans, Founder of Cloud Wars, explored Oracle’s AI capabilities and customer success strategies. They discussed how the company is helping businesses adopt AI and foster innovation through new tools, training, and platforms.
Supporting Widespread AI Adoption
To kick off the discussion, Evans asked Miller to provide a general overview of where Oracle’s customers stood on their technology journey and how Oracle was helping them to excel. “I talk to customers every day … and what I’m hearing, most customers are really surprised and impressed how Oracle has become a leading AI company,” he says.
“[The] majority of the large language models now are being trained on OCI and enabled on OCI. So, they’re often unaware of how Oracle has embedded AI capabilities across the full stack.”
Miller explains that once customers become aware of how deeply ingrained AI is in Oracle’s product offerings, they seek advice on how best to achieve their goals using AI solutions. “They don’t want to waste time,” he says. “They’re like, ‘tell us the stuff that works, tell us the stuff where the value is, and help us adopt it.'”
Miller explains how his team has pivoted to provide customers with the knowledge they need to get the best AI-driven outcomes. “We’ve shifted our strategy to much more innovation adoption,” he says.
Part one focused on democratizing AI, primarily through the introduction of over 200 new training assets for customers, partners, and employees. Oracle has also developed a series of innovation studios to promote AI adoption among its customers. “We can show up and do a workshop with you and then point you to the things that can happen quickly for you and bring value in in a low-risk way,” explains Miller.
In a previous conversation, Miller and Evans discussed Oracle’s Cloud Success Navigator. “It was more of a promise at that point,” says Miller. “Now it’s been delivered. It’s an innovative digital platform to help our customers and partners build and accelerate their Oracle AI adoption roadmap by identifying the most relevant AI features to implement.”
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Adaptation Is Key
“How do you adapt your approach when you’ve got some of your customers who are very early in their journey and others who are pretty sophisticated?” asks Evans.
“The first thing is to understand their goals, what defines their success with AI, and understand where they are in the journey,” explains Miller. “For the customers who are just starting their AI journey, we bring a library of proven use cases to jump-start their journey.
“We work with them to enable the embedded AI capabilities that can be applied. So, if that’s in Fusion apps, you have hundreds of AI capabilities, and we call that bringing AI to your end user.”
For customers who are further along in their AI adoption, Oracle focuses on building in new and emerging technologies, like the Database 23 AI platform. “We see the mature companies, they really get the value out of four or five big things, and then they’re looking for other things. But they don’t do hundreds of AI [use] cases; they select the ones that bring the most business value, focus on those, deliver on those, and then we help them look for new things with new technology.”
While the focus of the discussion has been on customer success, Evans highlights the importance of partners. Miller explains that Oracle’s strategy prioritizes and empowers partners, fostering a collaborative rather than competitive model. “We can’t meet our customer demand without partners,” says Miller. “We need them. We need them to be great. We need them to be successful. And so that’s why we align customer success with partner success.”
Navigating the Multi-Cloud Era
In light of Oracle’s slew of multi-cloud agreements with Microsoft, AWS, and Google Cloud, Evans asks how this multi-cloud approach is supporting customer success. “It’s choice and it’s flexibility,” says Miller. He explains how Oracle is working closely with the other major cloud providers to help their joint clients. “It’s really working, this focus on joint customer success,” he continues.
With Oracle AI World just a few weeks away, Evans asks Miller what to expect from his team at the company’s biggest annual event.
“Well, you’re always welcome to come and see my solution keynote on Wednesday, 11 am,” he says. “I’ll be hosting several of [our] most innovative customers and partners, and attendees will hear directly from them as they share how AI and cloud have fueled their success.
“We have over 140 sessions in Customer Success Central, very short sessions where customers share their success, and we have a lot of immersive demos.”
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