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Forrester Research Names Oracle CX Cloud Suite a Leader in Forrester Waves for CRM Suites

Leading independent analyst Forrester Research has named Oracle CX Cloud Suite a Leader in the Forrester Wave for CRM Suites, in both the Enterprise and Midsize Organization editions. 

In both reports, Forrester notes that Oracle “delivers leading capabilities across the board in terms of depth and breadth,” as well as its well-defined user experience. In both reports, Oracle received the highest scores in the current offering category, as well as the sales force automation and ecommerce criteria. 

Read both Forrester reports, compliments of Oracle:

Superior Customer Experience Helps Companies Stand Out

Digital transformation is a key reason companies are investing in customer experience technology. Empowered consumers have increased expectations of brands, and innovative start-up companies are disrupting traditional business models and challenging incumbents for market share. Companies view customer experience as strategy to differentiate, innovate, and improve top and bottom line business results.

According to Forrester Research in both reports, “Good customer experiences correlate to retention loyalty, enrichment loyalty, and advocacy loyalty.” 

Executives Take a Companywide Approach to Customer Experience 

The Forrester Waves for CRM Suites are the latest in a string of analyst reports on suites for CRM and customer experience. The heightened focus on CX suites reflects a broader trend in how companies think about customer experience. Many companies have discovered that the “best-of-breed” approach to buying departmental solutions results in a patchwork of applications, customer data silos, and disconnected customer experiences. In the enterprise, customer experience is increasingly a C-suite concern. Senior executives drive companywide CX strategy and investments. For these companies, a CX suite makes a lot of sense because it meets most or all of their needs with an end-to-end, coordinated architecture.

Technology Innovation Ups the Value of CX Solutions

In both reports, Forrester observes that, in the CRM vendor landscape, “intelligence takes center stage,” and “vendors increasingly invest in vertical editions.” 

“Today, leading vendors offer a range of packaged capabilities to infuse decisioning in customer-facing interactions,” according to the reports. 

Oracle has a unique advantage when it comes to business intelligence, having spent the last 30+ years pioneering data management and intelligence solutions. Oracle CX Cloud Suite leverages this heritage to offer customers a unified data source and crucial intelligence via Customer Data Management, Data Cloud, Data Visualization, Adaptive Intelligent Apps, and more.

Customers need out-of-the-box solutions to support industry-specific best practices, data models, and user experience. In the Enterprise Wave, Forrester notes that vendors that offer vertical solutions “allow enterprises to focus on capabilities that differentiate them in the marketplace instead of on core industry capabilities that should be table stakes.” Oracle agrees, and offers pre-packaged CX solutions for a number of industries such as airlines, banking, retail, and consumer packaged goods.

Visit Oracle’s analyst relations portal for free access to independent analysis from Nucleus Research, “CRM Technology Value Matrix,” and Ovum, “Oracle’s CX Cloud Suite is a model for the next generation of service delivery platforms.

Forrester Wave CRM Suites

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