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


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.

Who this book is for

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.

What this book covers

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.

To get the most out of this book

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. 

Download the example code files

You can download the example code files for this book from your account at If you purchased this book elsewhere, you can visit and register to have the files emailed directly to you.

You can download the code files by following these steps:

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Download the color images

We also provide a PDF file that has color images of the screenshots/diagrams used in this book. You can download it here:

Conventions used

There are a number of text conventions used throughout this book.

CodeInText: Indicates code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles. Here is an example: "After that, we can just mark in Excel from Complaint 1 to 595."


Bold: Indicates a new term, an important word, or words that you see onscreen. For example, words in menus or dialog boxes appear in the text like this. Here is an example: "Select Pareto diagram in INSERT | statistical charts menu of Excel."


Warnings or important notes appear like this.


Tips and tricks appear like this.

Get in touch

Feedback from our readers is always welcome.

General feedback: If you have questions about any aspect of this book, mention the book title in the subject of your message and email us at [email protected].

Errata: Although we have taken every care to ensure the accuracy of our content, mistakes do happen. If you have found a mistake in this book, we would be grateful if you would report this to us. Please visit, selecting your book, clicking on the Errata Submission Form link, and entering the details.

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