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Customer service-oriented businesses are well-positioned to lead digital transformations, innately understanding the value of customer centricity. But in today’s competitive market, it takes more than great customer service, it takes connected customer experience.
Disjointed marketing, sales, and commerce initiatives can undermine even the best customer service efforts, damaging retention and loyalty initiatives. Today, savvy businesses are focused on connecting customer intelligence to drive connected, personalized experiences across service, marketing, and commerce. To do this at scale requires smarter CX technology.
Marketing teams can influence service and advocacy efforts by connecting marketing data and processes, empowering service organizations to support consistent experiences beyond acquisition.
Connected data across commerce and service teams empowers service agents to cross-sell and upsell more efficiently.
The best experiences use customer data effectively. It’s important for the digital business leader to connect data across business functions, connect and empower digital business units, and enhance data and experiences through emerging technology. In the digital era, power resides with the consumer. Savvy businesses get it and are aligning themselves accordingly.
“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 Forrester Wave™ "Digital Experience Platforms, Q3 2017," September 2017
“We want to provide our customers with an exceptional customer experience no matter which channel they choose or where in the world they live. Oracle Service Cloud enables us to capture their data we need to create a 360-degree view of each customer, while also reducing operational and maintenance costs.”
There's a magical thing that happens when a customer enters The Vermont Country Store. When the retailer sought to deliver this same authentic customer experience online, they chose Oracle Commerce Cloud. Watch their journey to personalized ecommerce.