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Introduction

Oracle has extended the Oracle Customer Experience (CX) Cloud Suite with features that include artificial intelligence capabilities for commerce, marketing, sales, and service professionals, as well as innovations in commerce, customer service, and behavioral data.

Highlights

  • The Oracle Customer Experience (CX) Cloud Suite has new capabilities, including artificial intelligence to improve search functionality and streamline customer service processes.
  • The suite also includes innovations to customer service, including IoT capabilities and user experience updates such as a new interface.

Features and Benefits

  • Assesses how enterprises can improve their omnichannel customer experience capabilities through the new expanded cloud suite.
  • Evaluates how artificial intelligence will play a key role in automating customer engagement.

Key questions answered

  • How will a stronger integration framework broaden my customer experience ecosystem?
  • How will a unified cloud strategy eliminate the seams in the customer journey?

Table of contents

Ovum view

  • Summary
  • Enterprises need the tools for rapid digital transformation
  • Greater unification and integration through stronger API framework and a broader ecosystem
  • Oracle CX Cloud Suite future state

Appendix

  • Further reading
  • Author

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