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

Objectives of a CX strategy

CX is the basic strategy that integrates business processes and functions of the enterprise to create and deliver new value to customers. This is based on functional data warehouses with the support of information technology. 

Understanding these objectives will help us to develop a greater understanding of the concept of CX.

The main objectives of a CX business strategy are as follows:

  • Preparing and offering services: Services (products) are prepared according to customers' requests and wishes. The services are prepared using information collected on clients and obtained through the interaction channels.

  • Offering better customer service: A company's profit is increased by improving relationships and identifying, attracting, and retaining the best clients.

  • A faster sales process: CX uses sales processes that enable fast and consistent business in terms of sales and customer relationships.

  • Retaining existing customers and finding and acquiring new ones: This creates...