Dreamforce 2019

Customer Experience Platform

Customer experience is the impression your brand has on a potential customer, resulting in how they think of your brand, across every stage of the customer journey. It comprises of multiple touchpoints occurring on a cross-functional basis to provide a complete wholesome experience. A recent study by Forrester, establishes that experience-led businesses have 1.6x higher brand awareness, 1.9x higher order values, 1.6x higher customer satisfaction rates, 1.7x higher customer retention rates. What are you doing to optimize CX?

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What is Oracle CX?

Oracle Customer Experience (CX) Cloud is an integrated set of capabilities all driven from a single customer data source. This delivers an accurate, up-to-date, 360-degree view of the customer, which provides all of the data about the customer and their interaction with any group (sales, support, service, etc.). All the functional groups that interact with the customer (and even those who typically do not) are able to leverage the latest information to enhance the customer experience. Oracle CX Cloud thus helps in effectively breaking down various data silos for your team to provide the best experience to customers.

What will REI gain from it?

Oracle CX Cloud boasts of best-in-class analytics technologies. Transformative technologies, such as AI, are embedded throughout, allowing you to enhance the customer experience by providing choice, personalized recommendations, and the right product at the right time. But these technologies also enable your organization to optimize internal processes and improve decision making. Enhancing human knowledge with more effective customer data boosts loyalty which, in turn, can boost profits.

Here are some key benefits that REI stands to gain from Oracle CX:

Connect All Customer Interactions: Seamlessly connect all service touchpoints—digital channels, contact centers, and field interactions—throughout the CX journey. Collect data from more places, apply intelligence at scale, and use insights to deliver personalized experiences in the moments that matter.

Offer Infinite Engagement Choices: Offer customers infinite choices to engage with you—anywhere they want, any way they want. Customers and your team can operate anytime, on any device and anywhere for a seamless, cross-channel experience.

Give Tailored Responses: Give the one, correct answer through best-of-breed knowledge management or Intelligent Advisor. Connect customer behaviors, transactions, and demographics across marketing, sales, service, and your back-office applications to create the next great experience for each individual.

Automate Processes and Interactions: Predict, improve, and augment the customer experience using automation and intelligence.

Why Jade Global is your Perfect Partner for Oracle CX Implementation?

How effectively your team is able to leverage a CX Platform depends not just on the features of the application but moreover on the skills of the implementation partner to ensure right adoption, correct implementation strategies and accurate alignment to your business goals.

At Jade Global we are a certified Oracle Cloud Excellence Implementation Partner (CEI). We have worked on 140+ Oracle Cloud Projects, have 410+ Oracle Consultants on our team who have worked on 650+ Oracle Projects. From consulting and planning to executing a smooth transition of your Cloud implementation, Jade Global partners with you to transform your business and make it ready for the future by leveraging Oracle Cloud CX.

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