Book Image

Oracle CX Cloud Suite

By : Kresimir Juric
Book Image

Oracle CX Cloud Suite

By: Kresimir Juric

Overview of this book

Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform. Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You’ll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You’ll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment. By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.
Table of Contents (15 chapters)
Title Page
About Packt

Understanding the CX-specific strategy

A change in the ways of interacting with your customers arose from a change in the buyer-seller model. This change started in the 1970s and continues to this day. From the year 2000 onward, the model became more complex, due to the rise of the internet, followed by social media and general advancements in technology. So, today we need to consider the customer a primary asset.

So, the business needs to consider the following:

  • Customer satisfaction should be more important than developing good products and services
  • Existing customers need to be retained
  • The customer must have a great brand experience
  • There needs to be a better relationship between the customer and the company


Focusing on the individual needs of a particular type of customers requires a specific set of values. Customer loyalty and satisfaction are the most important goals now; products and services are secondary. Companies that prosper are the ones that are able to maximize the value of their...