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

Chapter 8. Case Study - Oracle CX Cloud

Customer experience (CX) is not an IT concept, though many in IT are encountering it because of its intensive use of new IT technologies. CX is defined as a system that adjusts strategy, organization, and business culture in such a way that all contact with the user leads to the long-term satisfaction of the user, and thus the long-term profit of the company.

In developed economies, in the vigorous market battle for each user, CX quickly proved to be an important factor in attracting users, and companies that succeeded in adopting it gained a market advantage that enabled them to quickly recover their CX investment. CX needs to be integrated into the entire process of customer experience, from initial contact to end-to-end purchasing, and marketing, sales, and customer support must be integrated through IT.

CX should not to be considered as what we can offer to a user, but rather how to identify their needs. Oracle CX has solutions that address specific...