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Digital continues to raise the game. It’s no longer about offering the best products or services. The challenge is now about connecting data to deliver highly contextual, individualized experiences for your customers, and creating opportunities for more revenue.
Your customers want frictionless digital experiences. They expect brands to understand them better. Unfortunately, too often they have broken experiences when they shift from one channel to another because different communications are siloed and customers receive different messages from different channels. It’s little wonder that disconnected data produces fragmented customer journeys, resulting in broken customer experiences.
Blame CRM for fragmenting things. Today, many organizations have a complex set of legacy, on-premise or point solution cloud systems that are cobbled together, creating siloes of CRM data that doesn’t talk to each other. Achieving a unified understanding of a customer frequently undermined by conflicting channel or organizational objectives.
Compare this to brands that master CX by integrating all their customer data across all their customer-touching systems. Their technology knows precisely where the customer is in their journey. It sends messages to influence customers and can accurately anticipate when the customer is about to engage with the brand, in real time, serving the next individualized communications to optimize outcomes.
Most brands look over their shoulder at potential new digital upstarts. Digitizing your CRM to better understand and serve your customers can help your organization build better brand loyalty, increase advocates, drive revenue and protect margins.
Smarter CX is part technology and part conviction. Oracle helps businesses capitalize on the biggest IT and cultural shifts driving digital transformations. A business’s CX strategy is their great differentiator and they should demand smarter CX.