Oracle/Communications Ebook

Modern Customer Experience with Digital Engagement

How to Engage the Modern Customer

Many customers are frustrated with modern approaches to service and sales interactions. They want their engagements and experiences to be personalized and humanized, and as convenient as every other area of their life has become.

The widescale uberization of services has resulted in a scramble to keep up and the emergence of several new engagement channels, such as chatbots fueled by AI and real-time video assistance.

If configured correctly and properly integrated with others, these channels can:

Help customers connect immediately with the most relevant company representative, without having to make numerous menu selections or repeat information
Use HD voice and video, and screen-sharing to quickly resolve issues
Enjoy personalized, contextual experiences such as the suggestion of relevant products, services, and discounts based on past purchases and other information

Oracle’s focus is on delivering personalized in-app experiences that improve business results and loyalty by delivering the right engagement, at the right time, using the right channels.”⁶

IDC, Oracle Changing the Customer Experience

In regard to modern engagement capabilities…

60_% of customers

feel they save time

63_% of customers

see them as allowing for convenient access

51_% of customers

think they lead to a
higher-quality experience

47_% of customers

say the most important benefit is humanizing the customer experience⁷

Read the research report

6 Rich Costello, “Oracle Communications—Changing the Customer Experience,” IDC vendor profile, oracle.com/us/industries/communications/idc-changing-customer-experience-4110633.pdf.
7 Oracle, “Modern Experiences for Connected Consumers: Creating Digital Customer Engagement,” Oracle research report, go.oracle.com/LP=68496 (registration required).

Differing Expectations Digital Engagement

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