Markies Mondays: 3 benefits of a connected CX ecosystem

November 1, 2021 | 4 minute read
Autumn Black
Content Marketing Specialist, Oracle Advertising and CX
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Markies Mondays Best CX EcosystemWelcome back to Markies Mondays, a blog series where we celebrate the finalists and recipients of Oracle's 15th annual Markie Awards. Check back each week to learn how Oracle Advertising and CX customers are building their brand and creating lasting customer relationships with our connected suite of applications.

When it comes to tracking customer engagement and data across your business, connection is key. With so many applications in play, integration can be challenging, which makes it difficult to create a truly positive customer experience (CX). However, the finalists for this year’s Nexus Award for Best CX Ecosystem showed us it’s possible to build a connected ecosystem—and how the investment in doing so can really pay off.

The Nexus Award for Best CX Ecosystem celebrates companies that found success with connecting Oracle technology and third-party apps or by leveraging API integrations, and this year, we recognized five organizations that worked hard to build a well-oiled CX machine. Let’s take a closer look at these businesses and how they used their connected ecosystems to create better experiences all around.

Improve internal processes and eliminate inefficiency

A few years back, Keurig Dr Pepper brought together two well-established brands and used the opportunity to introduce a consolidated CRM platform to accelerate their business. They knew integrating all business units under one platform on a single architecture was going to be a challenge, but with a clear plan for implementation, they ultimately succeeded.

After making the decision to completely standardize on Oracle Advertising and CX, they expanded their previous use to an enterprise standard across all B2B groups. By leveraging a variety of Oracle applications, they created a modern beverage CRM platform that was easier for their IT and business organizations to support at a lower total cost of ownership. The move also helped them transform their consumer, B2B customer, and internal employee experiences for the better.

Similarly, the automotive industry is facing an evolution of its own with an emphasis on connectivity and autonomous experiences. To evolve with it, one European car company sought to transform their marketing operations and put customers at the center of their decision-making. To achieve this, they created a completely connected CX ecosystem by integrating a robust Oracle martech/adtech stack with their Oracle Eloqua Marketing Automation instance and other pre-existing technologies.

Introducing Oracle Maxymiser Testing and Optimization, Oracle Infinity Behavioral Intelligence, Oracle BlueKai Data Management Platform, and Oracle Unity Customer Data Platform helped the company better connect their data and provide internal marketing teams with easy-to-use tools that enabled them to work more efficiently on deadlines and campaign production.

Find the missing puzzle piece

Launching a new business during the pandemic isn’t easy—especially one that’s geared toward travel and hospitality. But one hotel chain leveraged an assortment of best-in-class products—both locally and globally—to set new standards for a positive customer experience.

The integration of various cloud applications from Oracle and third-party vendors helped them create a complete view of their corporate customers and guests, allowing their team to hyper-personalize the customer experience. They’re now also able to self-deploy marketing campaigns and better track their KPIs and other targets with numerous categories through role-based dashboards and reports.

Brazilian tech startup Luggo (part of MRV group) is innovating the long-term apartment rental industry by shaving down the rental process from weeks to just minutes—all while making their business-customer interactions 100% digital and scalable.

Before Luggo offered the rental experience they’re now well-known for, they existed as a real estate venture. As they began to diversify and expand their business, they felt something in their process was missing. So Luggo enlisted the help of Oracle Advertising and CX solutions to create their entire digital business model from scratch. By implementing Oracle across their business, Luggo saw great results: a quicker credit analysis process, extra agility throughout the rental process, improved internal efficiency and team alignment, and most importantly, a much easier experience for their customers.

Gain more insight into consumer behavior

Zebra Technologies wanted to create a faster and more effective customer experience under one portal. Thus, Zebra Solutions Pathway was born, a new platform that created a connected CX ecosystem built around Oracle Commerce. Zebra seamlessly integrated Oracle Configure, Price, Quote for product configuration and pricing along with Oracle Analytics Platform for customer order tracking. Oracle Integration and Migration enables all third-party application data, like assets and product information, to be merged under the Oracle Commerce umbrella.

Thanks to such a seamless integration, Zebra is now better able to understand customer behavior, shopping patterns, and solution profiles while tracking the customer journey from start to finish. As a global company, they now have the flexibility to present specific solutions to the right audience at the right time, which has led to increased customer satisfaction and online revenue. After launching the new platform, Zebra’s monthly page visits jumped from 100,000 to 500,000, and their monthly revenue from the platform increased by 40%. 

We have so much more to share about the finalists and winners of the 15th annual Markie Awards in the upcoming posts in this series. Bookmark the Customer Success Stories category of the Customer Experience blog and check back regularly for updates.

In the meantime, learn more about the Nexus Award for Best CX Ecosystem and the other 13 award categories on the Markie Awards website.

Autumn Black

Content Marketing Specialist, Oracle Advertising and CX

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