Oracle Digital Customer Experience (CX)
Oracle Customer Experience Management, or CXM, is a system companies use to track, oversee, and respond accordingly to all customer/business interactions–so companies exceed customer expectations in order to increase customer satisfaction, loyalty, and advocacy.
Industry-Leading Digital Experience Platform
FORRESTER Report Summary
Oracle has one of the broadest portfolios —including, content, commerce, marketing, data, analytics, and customer care —of any vendor we evaluated. The Forrester Wave™: Digital Experience Platforms, Q3 2017
Oracle’s platform benefits from the biggest portfolio and heavy cloud refactoring. Based in redwood Shores, california, oracle has one of the broadest portfolios — including, content, commerce, marketing, data, analytics, and customer care — of any vendor we evaluated. As one reference told us: “no one else has the length and breadth of integration and future development dollars. i think oracle is in this for the long haul.” The platform still lacks strong customer analytics and digital intelligence tools, and customers still complain about the complexities of their setup experience.
Oracle’s vision focuses on simplifying setup and deployment complexity and on its platform-as-aservice (paaS) running on the oracle cloud. This paaS capability is important for companies with complex requirements; however, references had varying thoughts on integration: integration cloud Service (icS) customers said it was the most valuable investment they’ve made, while others still rely on partners to do traditional point-to-point integrations. oracle’s road map includes “identity cloud” for customer data management, practitioner single sign-on, and converting customers to the cloud.
Enterprises with complex needs and a strong oracle alignment should not hesitate to use oracle’s offerings, with an aggressive plan to use the cloud versions. companies that are looking for a fresh start should also consider oracle’s portfolio. Those with lighter-weight needs or big commitments to an alternative could stay away.
CX for Industry
- Reduce at-risk revenue. Recover potentially lost customers.
- Engage existing customers as a sustainable engine for growth.
- Reduce the costs of new customer acquisition
- Engage employees. Reduce staff turnover and cost of hiring.
- Reduce the cost of customer and employee feedback infrastructure.
- Market intelligence and Innovation