Customer experience (CX) is more than just a buzzword. It's the key to success in the digital age, where customers expect personalized, seamless, and consistent interactions across all channels and touchpoints. But how can you deliver such experiences when your data is siloed, your content is scattered, and your applications are disconnected?

That's where Oracle Fusion CX comes in. Oracle Fusion CX is a connected suite of applications that goes beyond traditional CRM to help you create, manage, serve, and nurture lasting customer relationships. Built on a cloud platform that incorporates best practices and applied emerging technologies, Oracle Fusion CX offers tools simple enough for business users to manage, yet powerful enough for developers to extend.

How Oracle Fusion CX can help you create, manage, serve, and nurture lasting customer relationships

Oracle Fusion CX applications are innovative and flexible, and provide consistent performance and security. They also leverage connected data, connected content, connected intelligence, and connected UX to help you deliver exceptional customer experiences—from acquisition to retention and everything in between.

In this blog post, we'll explore some of the key features and benefits of Oracle Fusion CX and how it can help you transform your revenue operations.

Connected Data

Oracle Fusion CX takes a data-first approach, connecting customer behaviors, transactions, and demographics across marketing, sales, service, and your back-office applications to create the next great experience for each individual. Oracle has been helping customers manage, secure, and drive business value from data for more than 40 years. Data is our DNA.

One of the core components of Oracle Fusion CX is Oracle Unity Customer Data Platform (CDP), which helps you unify, enrich, segment, and activate your customer data across all channels and touchpoints. With Oracle Unity CDP, you can build a single, 360-degree customer profile that enables you to deliver personalized and relevant experiences at scale.

Oracle Unity CDP also integrates with Oracle Fusion CX Analytics, a unified solution that combines data from the front, mid-, and back offices to provide actionable intelligence to help you learn from revenue to grow revenue. Oracle Fusion CX Analytics helps you measure and optimize your marketing, sales, service, and finance performance with prebuilt dashboards, reports, and KPIs.

Connected Content

Create, syndicate, and distribute relevant and consistent content and offers to personalize customer experiences. Oracle Content Management anchors all enterprise content and assets—invoices, marketing assets, company files, images, and videos—in one place. Built-in AI recommendations, collaboration, and workflow make new content creation easy and compliant.

Oracle Content Management also integrates with Oracle Fusion CX applications to help you deliver engaging content across all channels and touchpoints. For example, you can use Oracle Content Management to create landing pages for your marketing campaigns, product catalogs for your commerce sites, knowledge articles for your service portals, and proposals for your sales deals.

Connected Intelligence

Oracle's customer intelligence platform helps enterprises drive business value from their connected data assets and thrive in the experience economy. When powered by connected data, connected intelligence delivers hyperpersonalization in real time and at scale across the customer journey.

Oracle Fusion CX leverages AI and machine learning to help you automate tasks, optimize processes, generate insights, and recommend actions. For example, you can use AI to:

• Predict customer behavior and preferences
• Segment customers based on their propensity to buy
• Optimize pricing and promotions
• Generate leads and opportunities
• Score leads and prioritize accounts
• Recommend next best actions and offers
• Forecast sales revenue and pipeline
• Detect customer churn risk and retention opportunities
• Resolve customer issues faster and smarter

Connected UX

Oracle's modern user experience puts consumer-grade experiences into your hands. Highly modular visual components and intelligent conversational services maximize reuse and consistency across our applications.

Oracle Fusion CX also empowers you to customize and extend your applications with low-code development tools such as Oracle Visual Builder. With Visual Builder, you can create web and mobile apps using drag-and-drop components, integrate with REST APIs or GraphQL services, add business logic with JavaScript or TypeScript code, and deploy your apps securely on Oracle Cloud Infrastructure.

Additionally, you can use Oracle Digital Assistant to create conversational interfaces for your applications using natural language processing. With Digital Assistant, you can build chatbots that can interact with your customers via text or voice on various channels such as web browsers or mobile devices.

Conclusion

Oracle Fusion CX is the ultimate platform for customer experience that helps you connect your data, content, intelligence, and UX to deliver exceptional customer experiences—from acquisition to retention—and everything in between.

If you want to learn more about Oracle Fusion CX, you can:

• Watch this webinar on how generative AI will change customer experiences forever
• Request a demo of Oracle CDP
• Explore Oracle AI for CX
• See our products and industry solutions