In a digital era defined by empowered consumers and buyers, your company can no longer compete on price, product, or service alone. Instead, you must differentiate your brand and increase loyalty by offering exceptional customer experiences throughout the consumer journey. This is achieved by investing in a strong digital platform.
According to The Forrester WaveTM: Digital Experience Platforms, Q3 2017, a digital platform can be defined as "software to manage, deliver and optimize digital experiences consistently across every phase of the customer life cycle." Forrester's research revealed one vendor, Oracle, as the sole leader among digital experience platforms.
"Oracle has one of the broadest portfolios–including content, commerce, marketing, data analytics, and customer care–of any vendor we evaluated," the Report reads. Each element of the Oracle CX Suite was evaluated, including Oracle Service Cloud. Oracle Service Cloud received the highest possible score (5.00 out of 5.00) in the service criterion. We believe that the strength of our solution empowers industry-leading digital customer experiences across pivotal moments of the consumer journey.
Why? Because Oracle Service Cloud is driven by knowledge, harnessing AI-supported data to automate personalized customer experiences. The innovative solution fosters omnichannel interactions, regardless of what channel combinations may arise in the future. And its flexibility, scalability, and ease of integration have allowed companies across all industries to differentiate themselves by the customer service experience they provide.
Check out an earlier report, The Forrester WaveTM: Customer Service Solutions for Enterprise Organizations, Q2 2017 to learn why Oracle received the highest score in the Current Offering category.
Digital experiences are the sum of all parts, not just service. We believe that The Forrester WaveTM: Digital Experience Platforms, Q3 2017 report recognizes Oracle CX Suite's focus on this holistic customer experience.
Organizations who invest in a technological ecosystem that transcends individual consumer touchpoints such as singular marketing, sales, or service interactions and focuses on the entire consumer journey are poised to increase customer loyalty and retention, and gain actionable customer insights.
Learn more about the customer experience on SmarterCX.com.
Download The Forrester WaveTM: Digital Experience Platforms, Q3 2017 for free.