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Oracle CX Cloud Suite: Deliver a seamless and personalized customer experience with the Oracle CX Suite

Juric

₹800 per month

3.5 (2 Ratings)

Paperback Mar 2019 254 pages 1st Edition

Juric

₹800 per month

3.5 (2 Ratings)

Paperback Mar 2019 254 pages 1st Edition

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Key benefits

Make optimal use of your Oracle CX Cloud Suite to improve business results
Achieve improved customer insights through Oracle CX’s advanced capabilities
Learn how to design a CX solution architecture

Description

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.

Who is this book for?

This book is for administrators who want to develop and strengthen their Oracle CX Cloud Suite skills in the areas of configuration and system management. Whether you are a new administrator or an experienced professional, this book will enhance your understanding of the new Oracle CX features.

What you will learn

Differentiate between Oracle CRM and CX Cloud suites
Explore a variety of Oracle CX Cloud tools for marketing and sales
Set up users and database connections during deployment
Employ Cloud Suite CX tools to aid in planning and analysis
Implement hybrid Oracle CX solutions and connect with legacy systems
Integrate with social media connectors like Facebook and LinkedIn
Leverage Oracle ICS and Oracle CX Suite to improve business results

What do you get with a Packt Subscription?

Free for first 7 days. ₹800 p/m after that. Cancel any time!

Unlimited ad-free access to the largest independent learning library in tech. Access this title and thousands more!

50+ new titles added per month, including many first-to-market concepts and exclusive early access to books as they are being written.

Innovative learning tools, including AI book assistants, code context explainers, and text-to-speech.

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Product Details

Publication date : Mar 30, 2019

Length: 254 pages

Edition : 1st

Language : English

ISBN-13 : 9781788834933

Vendor :

Oracle

Category :

Programming

Concepts :

CRM

Tools :

Oracle CX

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13 Chapters

Section 1: Brave New World

The King Is Dead, Long Live the King

Learning about CRM

The customer experience of CX

The key capabilities of CX

Summary

Overview of Products

Oracle solutions and their roles in an enterprise

Summary

CX Solution Architecture

Understanding the CX architecture

Exploring a logical view

Oracle CX products

Summary

Section 2: Service Provisioning and Basic Settings

As-Is and To-Be Analysis

Technical requirements

The purpose of business analysis

Understanding business processes, tools, and methods

Understanding the As-Is analysis

Understanding the To-Be analysis

Summary

Adopting a Strategy - Organizational Changes

Understanding strategic management

Implementing a strategy

The process of implementing a strategy

Understanding the CX-specific strategy

Elements of a CX strategy

Summary

Organizing and Conducting an Implementation Project

Objectives of a CX strategy

Understanding project management methodologies

Project planning

Implementation phases of the project

Summary

Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings

Scenarios and Deployments

The rise of apps

Understanding cloud computing

User models

Security aspects

Examples of the use of cloud computing in business

Exploring the possible Oracle CX deployments

Summary

Section 4: Use Case

Case Study - Oracle CX Cloud

CX Implementation

TELCO case description

Creating customer experience

The holistic approach and its challenges

The TELCO's CX implementation

Understanding the critical points of the CX implementation project plan

Summary

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Customer reviews

Rating distribution

3.5

(2 Ratings)

5 star 0%

4 star 50%

3 star 50%

2 star 0%

1 star 0%

Amazon Customer May 06, 2019

excellent for students

Amazon Verified review

Christoph W. Dec 05, 2021

Scratches only the surface. Expected more details around the case study. Most of the information you can get on the oracle site. Summary of the KPIs is useful but widely available.

Amazon Verified review

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About the author

Juric

Kresimir Juric has spent many years in different positions and working with many different projects/clients. He has broad competence in designing and deploying various CX/CRM systems, helping customers grow their businesses and achieve their goals. Kresimir has experience of introducing organizational change as an internal resource and as a consultant in organizations ranging from SOHO/SME to some of the biggest international corporations. Kresimir has implemented CRM systems and organizational changes in the telecommunications, banking, hospitality, credit information, manufacturing, and pharmaceutical industries with the least possible organizational resistance.

See other products by Juric

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Oracle CX Cloud Suite: Deliver a seamless and personalized customer experience with the Oracle CX Suite

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