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  • Book Overview & Buying Oracle CX Cloud Suite
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Oracle CX Cloud Suite

Oracle CX Cloud Suite

By : Juric
3.5 (2)
Buy this Book
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Oracle CX Cloud Suite

Oracle CX Cloud Suite

3.5 (2)
By: Juric
Buy this Book

Overview of this book

Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform. Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You’ll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You’ll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment. By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.
Table of Contents (14 chapters)
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Preface
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Preface
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Who this book is for
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What this book covers
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To get the most out of this book
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Get in touch
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1
Section 1: Brave New World
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Section 1: Brave New World
2
The King Is Dead, Long Live the King
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The King Is Dead, Long Live the King
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Learning about CRM
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The customer experience of CX
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The key capabilities of CX
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Summary
3
Overview of Products
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Overview of Products
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Oracle solutions and their roles in an enterprise
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Summary
4
CX Solution Architecture
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CX Solution Architecture
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Understanding the CX architecture
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Exploring a logical view
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Oracle CX products
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Summary
5
Section 2: Service Provisioning and Basic Settings
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Section 2: Service Provisioning and Basic Settings
6
As-Is and To-Be Analysis
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As-Is and To-Be Analysis
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Technical requirements
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The purpose of business analysis
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Understanding business processes, tools, and methods
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Understanding the As-Is analysis
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Understanding the To-Be analysis
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Summary
7
Adopting a Strategy - Organizational Changes
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Adopting a Strategy - Organizational Changes
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Understanding strategic management
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Implementing a strategy
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The process of implementing a strategy
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Understanding the CX-specific strategy
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Elements of a CX strategy
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Summary
8
Organizing and Conducting an Implementation Project
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Organizing and Conducting an Implementation Project
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Objectives of a CX strategy
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Understanding project management methodologies
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Project planning
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Implementation phases of the project
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Summary 
9
Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
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Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
10
Scenarios and Deployments
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Scenarios and Deployments
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The rise of apps
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Understanding cloud computing
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User models
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Security aspects
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Examples of the use of cloud computing in business
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Exploring the possible Oracle CX deployments
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Summary
11
Section 4: Use Case
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Section 4: Use Case
12
Case Study - Oracle CX Cloud
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Case Study - Oracle CX Cloud
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CX Implementation
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TELCO case description
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Creating customer experience
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The holistic approach and its challenges 
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The TELCO's CX implementation
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Understanding the critical points of the CX implementation project plan 
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Summary
13
Other Books You May Enjoy
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Other Books You May Enjoy
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The King Is Dead, Long Live the King

You must be familiar with the term customer relationship management (CRM). Companies have adopted CRM to the degree that even technical and business departments are called CRM, or have CRM as a part of their name.

In this chapter, we will compare CRM and customer experience (CX) and explain the differences.

You will learn about the following topics:

  • CRM and its shortcomings
  • The customer journey of CX and the need for it
  • How CX enables us to accomplish objectives for the best customer experience
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Oracle CX Cloud Suite
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