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Oracle CX Cloud Suite

You're reading from   Oracle CX Cloud Suite Deliver a seamless and personalized customer experience with the Oracle CX Suite

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Product type Paperback
Published in Mar 2019
Publisher Packt
ISBN-13 9781788834933
Length 254 pages
Edition 1st Edition
Concepts
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Author (1):
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Kresimir Juric Kresimir Juric
Author Profile Icon Kresimir Juric
Kresimir Juric
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Table of Contents (14) Chapters Close

Preface Section 1: Brave New World FREE CHAPTER
The King Is Dead, Long Live the King Overview of Products CX Solution Architecture Section 2: Service Provisioning and Basic Settings
As-Is and To-Be Analysis Adopting a Strategy - Organizational Changes Organizing and Conducting an Implementation Project Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
Scenarios and Deployments Section 4: Use Case
Case Study - Oracle CX Cloud Other Books You May Enjoy

The King Is Dead, Long Live the King

You must be familiar with the term customer relationship management (CRM). Companies have adopted CRM to the degree that even technical and business departments are called CRM, or have CRM as a part of their name.

In this chapter, we will compare CRM and customer experience (CX) and explain the differences.

You will learn about the following topics:

  • CRM and its shortcomings
  • The customer journey of CX and the need for it
  • How CX enables us to accomplish objectives for the best customer experience
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