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...