With this book, we aim to familiarize the reader with all aspects of the Oracle customer experience (CX) and explain how to utilize these aspects to create the best customer experience possible.
This book will also teach the reader about the basics of business analysis, solution architecture, project management, and strategic thinking.
Finally, this book will use examples that combine everything that's learned in this book in the form of a use case scenario.
This book is for everyone who has any interest in learning about Oracle CX and customer experience in general. This book caters to the technical, management, and organizational aspects of customer experience adoption and implementation. Whether you are a technical or business person, this book will explain all aspects of Oracle CX so that, in the end, you will understand the whole CX story.
Chapter 1, The King Is Dead, Long Live the King, lays the foundation for the book, helping to define the differences between CRM and CX solutions and the purpose of a customer's journey.
Chapter 2, Overview of Products, provides a description of and explains the most common use cases for all the solutions in the Oracle CX portfolio.
Chapter 3, CX Solution Architecture, describes possible solution architectures using Oracle CX solutions.
Chapter 4, As-Is and To-Be Analysis, discusses methodologies and tools used to conduct appropriate As-Is business analysis, understand the findings, and develop appropriate To-Be plans.
Chapter 5, Adopting a Strategy - Organizational Changes, discusses the need for organizational changes and the strategy needed for implementation so that the company is able to provide the best possible customer experience.
Chapter 6, Organizing and Conducting an Implementation Project, discusses how to organize and conduct an Oracle CX implementation project.
Chapter 7, Scenarios and Deployments, provides a general explanation of cloud computing and deployment types, and explains how Oracle CX can be used in cloud and hybrid deployments. After this chapter, you should be able to select an appropriate deployment option.
Chapter 8, Case Study - Oracle CX Cloud, takes all of the topics discussed in the previous chapter in order to design an Oracle CX solution with appropriate implementation strategy for a telecommunications company.
The reader should have a general knowledge of the technical and organizational aspects of CRM systems and customer relations. It would be beneficial to have some knowledge of marketing activities, organizational structures, and project implementation processes.
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