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Introduction

Over the last three years Oracle has assembled a portfolio of customer engagement applications to deliver on the omnichannel customer experience promise.

Highlights

  • True omnichannel customer experience consists of 11 characteristics and Oracle can address them all today.

Features and Benefits

  • Evaluates Oracle's CX portfolio and how it can address the 11 key characteristics of omnichannel.
  • Provides guidance on shaping an omnichannel customer engagement capability.

Key questions answered

  • What is omnichannel customer engagement and what does good look like?
  • How does Oracle's CX Cloud portfolio support a true omnichannel customer engagement capability?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for Oracle

Defining omnichannel provides a basis for common understanding

  • Ovum’s definition

The 11 characteristics of true omnichannel customer experience

  • Oracle can support them all
  • Recognize the customer and understand their context
  • Oracle ID Graph powered by Oracle Data Cloud
  • The orchestration of customer experiences and two-way interactions
  • High levels of integration and interoperability support continuity of experience across channels
  • Minimizing customer effort requires insight into the customer journey
  • Every interaction should build trust
  • The value chain must be integrated as part of the omnichannel customer engagement capability
  • Oracle supports continuous improvement and innovation in omnichannel delivery
  • Oracle provides a platform for omnichannel orchestration

Oracle provides a modern and engaging user interface

  • Alta UI’s design principles provide a modern and uncluttered user interface

Oracle must continue to prioritize customer outcomes above all else

  • Building trust and minimizing customer concerns about lock-in
  • Omnichannel is complex and demands consulting skills

Appendix

  • Methodology
  • Further reading
  • Author

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