Customer experience (CX) is a key factor that influences customer loyalty, retention, and satisfaction. However, many businesses struggle to deliver consistent and personalized CX across different channels and touchpoints. One of the reasons is the lack of integration and alignment between their enterprise resource planning (ERP) and CX systems.

ERP data is the backbone of any business, as it contains vital information about products, services, inventory, orders, invoices, suppliers, and more. By leveraging ERP data in CX applications, businesses can:

• Streamline and automate processes across the customer journey, such as order fulfillment, billing, shipping, and service requests.
• Provide accurate and timely information to customers, such as product availability, delivery status, payment options, and service history.
• Offer personalized recommendations and offers based on customer preferences, behavior, and purchase history.
• Enhance customer loyalty and trust by delivering consistent and reliable CX across all channels and touchpoints.

However, integrating ERP and CX systems is not a trivial task. It requires a robust and flexible platform that can connect disparate systems and data sources, as well as enable data governance, security, and quality. Oracle Fusion Cloud ERP and Oracle Fusion Cloud CX are built on the same platform, Oracle Cloud Infrastructure (OCI), which provides a seamless and secure integration between the two applications.

Oracle Fusion Cloud ERP and Oracle Fusion Cloud CX also share common data models, user interfaces, workflows, and analytics capabilities. This means that businesses can access and use ERP data in CX applications without any data duplication or inconsistency. For example, they can:

• Use ERP data to create customer segments and personas in CX applications, and target them with relevant marketing campaigns and offers.
• Use ERP data to create product catalogs and price lists in CX applications, and display them on e-commerce websites and mobile apps.
• Use ERP data to track inventory levels and availability in CX applications, and inform customers about product availability and delivery options.
• Use ERP data to generate invoices and receipts in CX applications, and send them to customers via email or SMS.
• Use ERP data to monitor customer feedback and satisfaction in CX applications, and identify areas for improvement or innovation.

By integrating ERP and CX systems with Oracle Fusion Cloud ERP and Oracle Fusion Cloud CX, businesses can unlock the full potential of their ERP data and deliver superior customer experience. To learn more about how Oracle Fusion Cloud ERP and Oracle Fusion Cloud CX can help you achieve this goal.